UPS tracking, missing-package help, delay advice, and claim options depend on the exact service. Recipients can file UPS claims as guests unless the shipper account blocks third-party claims; payments for approved claims are normally sent to the shipper.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Choose your situation
Carrier-specific points
- Initiate a lost/damaged package claim within 60 days of scheduled delivery.
- Some UPS pages encourage starting loss investigations within 30 days; do not mistake guidance for the published 60-day claim window.
- UPS Ground Saver is the former SurePost and may involve USPS delivery.
These details can change with the shipping product, claim role, and date. Keep the original mailing or purchase record.
Service and handoff differences
- UPS Ground late delivery and claims: UPS service guarantee currently not active for generic UPS Ground; lost/damage claim distinct.
- UPS Ground Saver (SurePost) and USPS handoff: Formerly SurePost; $50 included loss/damage coverage per published current Ground Saver info, subject to terms.
- UPS Mail Innovations USPS handoff: Account-specific mail innovations terms require manual verification; do not claim all UPS standard claim rules apply.
- UPS Next Day Air late refund eligibility: Check holiday operational adjustments and service conditions before promising postage refund.
Selected official time windows
| Procedure | Timing | Scope |
|---|---|---|
| UPS lost/damaged/COD claim | 60 calendar day from scheduled delivery date | UPS loss/damage claim under claim instructions |
| UPS support encourages lost-package investigation | 30 calendar day from scheduled delivery date; verify the current terms | US UPS support guidance for promptly reporting |
| UPS approved claim normally paid to shipper | No universal numeric deadline; verify the current terms | Eligible UPS loss/damage claims |
| UPS Service Guarantee limited to listed Air/International | No universal numeric deadline; verify the current terms | US domestic Air + specified international products currently listed |
A filing window is not a finding of eligibility or a promise of payment. Calendar days, business days, and calendar months are different.
Official next step
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- UPS File a Claim Official source · checked 2026-11-02
- UPS Contact and Claim Help Official source · checked 2026-11-02
- UPS Service Guarantee Official source · checked 2026-11-02
- UPS Ground Saver Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.