Filing a UPS damage claim can feel overwhelming, especially when you are already dealing with a damaged shipment. This guide walks you through each step so you can prepare your evidence, submit your claim correctly, and avoid common mistakes that delay or derail claims.
The process involves gathering documentation, taking the right photos, writing a detailed merchandise description, and submitting through the UPS claims portal. This is an independent preparation guide, not legal advice.
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Open the checklistStep 1: Check the deadline
UPS requires damage claims to be filed within 60 days of the scheduled delivery date. If you are close to the deadline, prioritize starting the claim even if your documentation is not perfect. You can often add documents after the initial filing.
- Locate your scheduled delivery date from your tracking information.
- Count 60 days forward to find your deadline.
- If you are past the deadline, file anyway and explain the delay, but approval is less likely.
Step 2: Gather your tracking and shipment details
Before you start the claim form, have your shipment information ready. This includes the tracking number, shipment date, delivery date, and the names of the shipper and receiver.
- UPS tracking number (usually starts with 1Z).
- Shipment date and delivery date.
- Shipper name and receiver name.
- Declared value of the package, if any.
Step 3: Take the required photos
UPS asks for specific photo evidence for damage claims. Take these photos before discarding any packaging materials.
- Damaged item: one wide shot and one close-up of the damage.
- Item inside the original packaging: shows how it was packed.
- Shipping label: close-up with tracking number readable.
- Outside box damage: dents, punctures, water damage, crushed corners.
- Packaging materials: bubble wrap, foam, inserts, cushioning.
- Box dimensions: length, width, and height.
Step 4: Prepare proof of value
You need documentation that shows what the item was worth. A receipt or invoice is the most common, but other documents can work too.
- Receipt or invoice from the seller.
- Order confirmation with payment status.
- Repair estimate for damaged goods.
- Appraisal for collectibles or high-value items.
- Credit card or marketplace transaction record.
Step 5: Write a detailed merchandise description
A vague description like "electronics" or "furniture" can slow down your claim. Be specific enough that someone could identify the item from your description alone.
- Brand and item name.
- Model or product number.
- Serial number if available, especially for electronics.
- Quantity, color, and size.
- Declared or purchase value.
- Brief description of the damage.
Step 6: Submit your claim
Go to the UPS claims portal at ups.com/claims. You can file as a guest or log in for full access to the claims dashboard. Follow the prompts to enter your tracking number, upload your photos and documents, and submit.
- Have your tracking number ready.
- Upload clear, well-named files (e.g., receipt.pdf, damage-photo-1.jpg).
- Review all information before submitting.
- Save or screenshot your claim confirmation number.
Step 7: Track your claim status
After submitting, you can monitor your claim in the UPS Claims Dashboard. UPS may request additional information, schedule an inspection, or approve the claim. Respond promptly to any requests to avoid delays.
- Check the dashboard every few days.
- Respond quickly if UPS asks for more documents.
- Keep all packaging and the damaged item until the claim is resolved.
- If denied, review the reason and consider submitting additional evidence.
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