Starting a Claim for Lost or Damaged Packages

Overview

You can start a claim with UPS for packages that have been lost or damaged.

Important Deadlines

• Damage Claims: Must be filed within 14 days of delivery.
• Delay Claims: Must be filed within 21 days of delivery.
• Legal Proceedings: Must be initiated within six months of delivery or scheduled delivery date.

Claim Procedure

1. Inform Courier & our Customer Service: If the package is damaged upon receipt.
2. Contact Customer Service: If the package is not delivered within a month.
3. Provide Package Details: Include tracking information and shipment details.
4. Describe the Problem: Clearly state what is wrong with the shipment.
5. List Lost or Damaged Items: Specify the number and details of affected items.
6. Merchandise Description: Give detailed descriptions including product name, brand, serial numbers, size, color, and quantity.
7. Supporting Documentation: Provide receipts, invoices, purchase orders, and photos of the damaged package and contents.

Photo Documentation Requirements

1. Damaged Item: Photo of the damaged item.
2. Original Packaging: Photo of the damaged merchandise in the original box with all cushioning.
3. Packaging Material: Photo of the inside packaging material.
4. Shipping Label: Close-up photo of the shipping label with tracking number.
5. Box Manufacturer’s Certificate (BMC): Photo of the BMC, typically found on a bottom flap.
6. Package Sides: Two photos displaying all six sides of the package.
7. Box Dimensions: Include height, length, and width of the package.

After Submitting a Damage Claim

• Retain Everything: Keep the damaged item, packaging, and contents until the claim is resolved.
• Inspection by UPS: Be prepared for UPS to inspect the package at your location or theirs.

Investigation Time Frame

• Typical Duration: 8 to 15 business days, depending on the country.
• Possible Delays: Insufficient descriptions or waiting for additional documentation can extend the timeframe.