If your UPS shipment hasn't arrived by its expected delivery date or arrived damaged, you can initiate a Claim with UPS. You do NOT need a UPS account to file a claim.

 

Claims can be filed by either the sender, recipient, or 3rd party for packages that are:

• Lost
• Damaged upon arrival 
• Missing contents 

 

Note: You must file your claim for damaged or missing contents no later than 60 calendar days from the shipment date. Before submitting a lost package claim, ensure the package is truly missing by checking the tracking history and allowing at least 48 hours past the expected delivery date.

 

Insurance Coverage

• Basic Coverage: UPS offers a maximum liability of $100 for lost, damaged, or stolen packages, regardless of the declared value.  
  
• Higher Value Coverage: If you need coverage for items worth more than $100, you can purchase additional insurance when creating the label in Cahoot.
  
• Third Party Coverage: Additional insurance can be purchased through our Shipsurance integration.

Documentation

• Invoice from the original sales channel (example: Amazon) for proof.
• 3 photos are needed (for damaged items)
• Inspection of the package and contents may be needed for damage claims

 

Start Claim 

 

1. Log into your UPS.com profile and click Start a Claim or click File a Claim as a Guest. 

 

2. Enter the Tracking ID, your relationship to the package, and if the package is lost or damaged.

Note: If you are submitting a claim as a Guest, you will have to file as the receiver of the package.

 

 

3. Specify package contents and upload supporting documents

If there are multiple SKUs on the order, click Add Another Merchandise Description and fill in the details for the next SKU on the order. Repeat as needed.

 

4. Enter your email address if you are filing claim as Guest and click Next. 

 

5. Add your location and contact information and click Next. 

 

5. Review your claim details and click Submit.

 

Use the tracking number to check your claims status on ups.com. (log in may be required). If a claim is opened, UPS will also alert the sender of your claim.

 

 

Additional Supporting Documentation 

 

Additional supporting documentation are required for Damage Claims. This includes merchandise description in the form of receipts, invoices, purchase orders, or other documentation that specifically identifies the merchandise. Supporting documentation also includes photos of damaged packages and/or contents (for Damage claims).

 

Photos for Damage Claims: 

• Shipping Label on package with tracking number
• Damaged Merchandise inside the Box
• Outside of the Package (showing any damage)