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For a U.S. domestic UPS package, UPS’s stated liability for loss is limited to $100 unless the shipper declared a higher value in the shipping record and paid the additional charge. A lost-package claim should be started within 60 days of scheduled delivery. If the shipment was an online purchase, the buyer’s remedy against the seller is a separate track, and it can matter more than the carrier claim.
How UPS liability is set
UPS’s U.S. Tariff/Terms and Conditions of Service sets the baseline. Its liability for loss or damage is stated as follows: “UPS’s liability for loss or damage to each UPS domestic Package or international Shipment, or to each pallet in a UPS Worldwide Express Freight® Service Shipment, is limited to a value of $100, except as set forth below.” The exceptions are the higher-value path described below and the service-specific terms that apply to the shipment.
Declared value raises the ceiling
The limit rises only when the shipper records a greater value in the applicable UPS shipping document or automated shipping system and pays the additional charge for that value. Declaring a value on paper is not enough; the charge has to be paid for the higher figure to apply. Check the shipping label confirmation or your account’s shipment record to confirm what value was recorded.
What the $100 figure does not mean
The stated limit is a contractual maximum, not a payout guarantee. A claim still has to be supported by evidence of loss and value, and it remains subject to the terms, the service used, and any exclusions. A declared value is also not the same as insurance. Calling it insurance would describe a product the terms do not necessarily provide, so read the terms for the specific service before assuming a declared value will be paid in full.
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| Situation | Stated liability ceiling | What to confirm |
|---|---|---|
| U.S. domestic package, no higher value declared | $100 per package (U.S. Tariff/Terms, section 55) | Your claim will be measured against the $100 limit, whatever the item cost |
| Higher value declared and additional charge paid | The recorded declared value, subject to the terms | The value and charge appear in the shipping document or automated shipping record |
| International shipment | $100 general limit stated in the same clause, subject to the service terms | Whether the service you used has its own limit or exceptions (not stated in the clause itself) |
Who can file a UPS lost-package claim
The shipper and the recipient are not treated the same way, and the difference often determines who controls the claim and any payment.
- Shipper with a UPS account: can start and manage the claim through the claims dashboard after logging in.
- Recipient or third party: in many cases can file as a guest through UPS’s claim page.
- Recipient asking for status: UPS directs the recipient to contact the shipper, who can see more information in the dashboard.
- Account restriction: a restriction on the shipper’s account can prevent a recipient or third party from starting the claim, so the shipper may need to file.
Deadlines and timing
UPS’s File a Claim page states: “Start a claim within 60 days of the scheduled delivery for packages that have been lost or damaged, or if a collect on delivery (C.O.D.) payment wasn’t received.” Measure from the scheduled delivery date, not from the date you first noticed the problem.
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Three timing figures appear in UPS’s materials, and they mean different things:
- Typical resolution, 8 to 10 business days: UPS’s File a Claim page says that “unless additional investigation is required, you can typically expect a resolution to your claim in 8 to 10 business days.” This is a typical service estimate, not a guaranteed decision date.
- 120-day disposition: the U.S. Tariff/Terms say UPS will pay, decline, or make a firm compromise settlement offer within 120 days after it receives a written property claim.
- 60-day status notices: if UPS cannot resolve the claim within 120 days, it must tell the claimant in writing why and the status, and repeat that notice at 60-day intervals while the claim remains pending.
When an online claim may not be available
UPS’s claim page lists situations in which the online lost-claim process may not work. Check these before assuming a problem with the form:
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- The customer chose to have the package released, which makes it ineligible for a lost claim through the online process.
- An account restriction is in place, as described above.
- An investigation is already open on the package.
- For Ground Saver, the tracking shows an exception scan indicating the package was handed off to the Post Office.
These are UPS’s current process rules. They describe what the online form accepts; they do not decide whether a legal remedy exists in your situation.
What to gather before you file
UPS says all claims need supporting documentation to help locate the package or resolve the claim. Have these ready:
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- The UPS tracking number.
- An invoice or other document that establishes the package’s value.
- The order confirmation and shipping confirmation, if the item was bought online.
- Any communication with the seller or the carrier about the shipment.
- A specific merchandise description: brand, product or model, size or color, quantity, and item or serial number where applicable.
- Any existing UPS claim reference number.
Serial numbers and high-value shipments
UPS says serial numbers are key to identifying some items during a Lost and Found search and are required for certain merchandise, including electronics over $500. If a required serial number is missing, the investigation may be closed for insufficient description. Get the number from the box, receipt, or account before you file.
Separately, the Tariff/Terms require written or electronic notice that identifies the shipment, asserts UPS liability, states a specific or determinable amount, and provides an invoice or other proof of the price, actual cost, replacement cost, or extent of damage. For claims of $1,000 or more on certain packages processed through a UPS Shipping System and tendered to a UPS driver or Customer Center, a signed high-value shipment summary may also be required. This applies to those packages and tender methods, not to every high-value shipment.
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Steps to take if a package is lost
- Check the tracking page for the latest scan and the scheduled delivery date.
- Confirm whether a higher value was declared and paid. Look at the shipping record, not just the value of the item.
- Gather the documents listed above and write a specific merchandise description.
- Start the claim on UPS’s File a Claim page within 60 days of scheduled delivery. If you are the shipper and logged in, use the claims dashboard instead.
- Check your email and the claim dashboard for requests for more information, and respond within any stated deadline.
- Track the claim against the 120-day disposition period and watch for written status notices.
- If the item was an online order, contact the seller at the same time. The seller’s obligations are separate from the carrier claim.
Tracking that says delivered, or never updates
A package can be marked delivered but not received, or it can sit with no new scans for days. These are different problems, and the sources do not give a universal number of days without scans after which a parcel is legally lost. Do not wait on an unofficial rule of thumb. Report the issue through UPS and the shipper as soon as you notice it, because deadlines run from scheduled delivery.
If the package was an online order: the seller comes first
The Federal Trade Commission’s consumer guidance says to contact the seller first when an online order does not arrive. Under the Mail, Internet, or Telephone Order Merchandise Rule, sellers must ship within the time they promised. If no shipping time was given, the FTC’s consumer advice states: “If they don’t give a shipping date, they have 30 days to ship from the date of your order.”
If the seller cannot ship on time, it must tell you and offer a choice: agree to the delay or cancel for a full refund. If the order never arrives and the seller does not resolve it, the FTC advises disputing the charge with your credit card issuer. Debit card holders can contact their bank or credit union and ask whether it can help. Whether a particular dispute succeeds depends on the facts and the issuer’s process.
Do not treat UPS’s $100 figure as the cap on what a seller owes you. The carrier’s claim terms and the seller’s consumer obligations are separate questions, and who bears the loss can depend on the sale terms, the facts, and the law that applies.
Quick Recap
What is not established here
- This guide covers UPS shipments within the United States. Claim deadlines, liability limits, and declared-value rules vary by country and by service.
- UPS’s claim page and Tariff/Terms can be revised. Check the version in force on the date you shipped.
- Neither source decides whether a particular package meets the carrier’s definition of lost, or whether a specific buyer-seller dispute will succeed.
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