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1. Identify the shipment contract before asking for money
“International shipping” is not one product. Your rights depend on the named service, the countries involved, the date the item was accepted, and the contract held by the sender, seller, postal operator, or courier. Write down the following before contacting anyone:
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- Tracking number and the exact origin and destination countries.
- Origin postal operator or private courier, plus the destination partner shown in tracking.
- Service name, such as an express, priority, registered, standard, or economy product.
- Mailing date and the promised or guaranteed delivery date. If the carrier supplied only an estimated transit time, record that wording.
- Sender, seller, and the person or business that paid for the label.
- Any insurance, declared value, signature option, or money-back guarantee purchased.
- Customs declaration, commercial invoice, and any import tax or duty request.
A guaranteed date is a contractual trigger; an estimate is usually a planning expectation. That distinction often determines whether a delay claim exists at all.
Which party controls the case?
| Shipment situation | Usually starts the case | Why |
|---|---|---|
| Postal item sent through a national post | Sender through the origin post office or its online inquiry channel | Postal operators exchange information through the sending administration, and the origin operator owns the customer relationship for the mailing. |
| Private courier shipment billed to a business account | Shipper or account holder | The courier’s terms generally give the contracting customer access to claims and service guarantees. |
| Online purchase delivered by a trader | Seller for delivery failure; sender or carrier for transport claims | The seller contracted the delivery and may need to prove delivery or obtain the carrier’s response. |
| Gift or personal shipment where the recipient has no receipt | Sender | The sender normally holds the mailing receipt, declared-value record, and claim authority. |
2. Check every legitimate tracking source
- Use the originating operator first. Enter the number on the postal service or courier’s official tracking page. Save the complete event history rather than only the latest line.
- Check the destination operator. After export or border arrival, the local postal service or courier partner may show scans that are absent from the origin site. Search the destination operator using the same number, including any local reference generated at handoff.
- Try UPU Global Track & Trace. The Universal Postal Union says that a valid tracking number can be used to locate consignments in participating countries. Participation and event detail vary by route, so a blank result does not establish loss.
- Classify the latest event. Mark it as acceptance, export processing, departure, arrival, customs hold, request for information or payment, handoff, attempted delivery, return, or no scan.
- Ask what action is blocking movement. Contact the operator and ask specifically whether customs documentation, an address defect, a prohibited item, unpaid import charges, a service suspension, or a failed delivery attempt requires action.
How to interpret a tracking gap
International parcels can go several days without a public event while moving between postal networks, waiting for airline capacity, or undergoing customs processing. DHL’s tracking guidance describes scans for acceptance, processing, transport, inbound processing, and delivery, and notes that destination-country events may appear only on the local partner’s website. A scan gap alone therefore does not prove that an item is lost.
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Describe the situation accurately in correspondence: say “no update since [date]” or “customs hold shown on [date],” not “lost,” unless the operator has made a formal loss determination. That wording preserves options for a later delivery, return, or claim.
3. Preserve evidence before opening a case
Make one dated folder for the shipment. Save a PDF or screenshots of the full tracking history and note the time zone displayed. Keep:
- Mailing receipt, shipping label, and acceptance date.
- Customs declaration, commercial invoice, order confirmation, and item description.
- Promised or guaranteed delivery date and the service terms in force when you paid.
- Insurance certificate, declared-value receipt, or money-back-guarantee confirmation.
- Photographs of the package, label, seals, and contents if damage or missing contents is possible.
- Every message with the seller, sender, postal operator, courier, and customs authority.
- Proof of the item’s value, such as an invoice, receipt, or replacement quotation.
USPS says an international claim requires proof of value, evidence of mailing, and evidence of insurance coverage when applicable. Even when another operator uses different wording, the same records help establish what was sent, when it was accepted, and what financial loss is being claimed.
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Postal shipments
Start with the sender’s origin postal operator. The Universal Postal Union states that it does not intervene in domestic postal affairs and cannot handle individual requests about missing or delayed EMS items, parcels, or letters; the sender must initiate the related inquiry at the origin post office. A recipient should therefore ask the sender or seller to open the case, even when the recipient is the person waiting for delivery.
USPS defines an international inquiry as a request about an item’s disposition, loss, damage, missing contents, or improper delivery. USPS also requires that an inquiry be submitted before an international claim can be processed. Ask for the inquiry reference number and retain the submission confirmation.
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Private couriers
Use the courier’s claim channel for the shipper or account holder and identify the exact service. If you are the recipient, request that the sender or seller authorize or file the case. A courier may provide a delivery investigation without accepting a compensation claim from a non-contracting recipient.
What to include in the first submission
- Tracking number, service name, origin and destination, and mailing date.
- Latest scan, date of the promised or guaranteed delivery, and a concise description of the problem.
- Sender and recipient contact details, including a daytime phone number where required.
- Item description, quantity, value, and whether the parcel is delayed, damaged, empty, or returned.
- Copies of the receipt, label, customs documents, proof of value, and insurance or declared-value evidence.
- The remedy requested, stated under the service terms: investigation, delivery update, postage refund, insured payment, or money-back-guarantee review.
5. File before the product’s deadline
There is no universal international-shipping waiting period. Filing too early can lead to rejection; filing too late can eliminate the remedy. The following published examples illustrate how different the windows are:
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|---|---|---|---|
| USPS Priority Mail Express International inquiry | No sooner than 3 days after mailing | No later than 90 days after mailing | Window in the USPS 2025 Postal Customer Guide. |
| USPS Priority Mail International or Registered Mail inquiry | No sooner than 7 days after mailing | No later than 6 months after mailing | Window in the USPS 2025 Postal Customer Guide. |
| Royal Mail international claims | Depends on the product’s delay rule | Some products require submission within 6 months of posting | Royal Mail requires evidence of posting and value; check the current product terms. |
| EU online-purchase delivery rule | After the agreed date or the 30-day default has passed | Set by the consumer contract and applicable national procedure | The 30-day period applies when no delivery time was agreed; the rule was checked in July 2026. |
Record the deadline in your calendar when the parcel is posted, not when tracking first stops. If the operator’s terms use a different definition of “posting,” “dispatch,” or “delivery,” follow that definition.
6. Match the request to the compensation the service actually offers
A late parcel does not automatically create a cash payment. Read the service conditions for the remedy attached to the label you bought.
| Potential remedy | What it can cover | Common limit or exclusion |
|---|---|---|
| Postage or extra-service refund | The transportation charge or a paid add-on when a stated guarantee is breached | Often unavailable for estimated transit times, customs delays, force-majeure events, or services without a guarantee. |
| Actual-loss compensation | Documented value of an item that is lost or damaged | Usually capped by the service’s maximum and may be the lower of market value or a stated amount. |
| Insurance or declared-value payment | Loss or damage up to the purchased coverage or declared value | Coverage must have been selected and paid for; exclusions and proof requirements apply. |
| Money-back guarantee | A contractually defined refund for a qualifying delay | Only certain products, lanes, and causes qualify; the carrier may exclude customs or events outside its control. |
Consequential losses—missed events, lost working time, replacement purchases, or business interruption—are commonly excluded unless the contract or governing law expressly allows them. Ask for the remedy stated in the terms rather than demanding an amount based on inconvenience.
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Royal Mail example
Royal Mail’s published compensation table says International Standard and International Economy may provide a postage refund plus compensation based on actual loss. The maximum can be the lower of the item’s market value or £20. Claims must include evidence of posting and value, and some international claims must be submitted within six months of posting. This is an example of one product’s ceiling, not a rule for every Royal Mail service or every destination.
DHL example
DHL’s 2025 Service Conditions generally exclude liability for damage caused by delay. Limited delay compensation may be available for qualifying shipments under Money Back Guarantee terms. DHL also states that shipment insurance for loss or damage must be arranged and paid for. Check whether the label shows the relevant guarantee or insurance before asserting that a payment is due.
7. If the parcel was an online purchase, pursue the seller separately
EU-covered purchases
For an online purchase covered by EU consumer rules, the trader should deliver by the agreed date. If no date was agreed, delivery is generally due within 30 days. When that deadline is missed, give the trader a reasonable additional deadline. If the trader still does not deliver, you can terminate the contract and seek reimbursement under the applicable consumer rules.
The trader remains responsible for the carrier it contracted until delivery. EU guidance states that the trader is responsible for delivery and must contact the delivery service and prove that the item was delivered. A seller cannot simply tell you to negotiate with a carrier when the seller arranged the shipment.
What to send the seller
- Identify the order and the promised delivery date.
- Attach the tracking history showing the missed date and current status.
- State a reasonable final delivery deadline in calendar terms.
- Specify the remedy you will use if delivery still fails: cancellation and reimbursement, or another remedy available under your contract.
- Keep proof that the message was delivered and note the seller’s response date.
For purchases outside EU consumer coverage, the seller’s contract, marketplace process, payment-provider rules, and local law determine the next route. Those rules vary by country, so do not assume the EU 30-day standard applies.
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8. Troubleshoot the status you actually see
Customs hold or request for payment
Read the notice for the exact document, identification, tax, or duty requested and submit it through the official operator or customs channel. Ask whether the item will be returned if you do nothing and record the response. A delay caused by missing information or unpaid import charges may fall outside a delivery guarantee.
No scan after export
Check the destination partner and UPU tracking, then ask the origin operator to open an inquiry once the product’s earliest filing date has passed. Keep describing it as an unupdated scan rather than a confirmed loss.
Marked delivered but not received
Ask the destination operator for delivery details, including the delivery date, location, signature, photograph, or safe-place information it holds. Check household members, reception desks, neighbors, and the address on the label. If the seller arranged the delivery for an EU purchase, notify the seller because the seller must prove delivery.
Returned to sender
Find the return reason—undeliverable address, refused charges, prohibited contents, or customs non-compliance. Ask whether the original postage is refundable under the service terms and whether a corrected shipment requires a new label. A return is a different event from a loss claim.
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Damaged or missing contents
Photograph the outer packaging, inner packaging, label, and contents before discarding anything. Notify the sender and operator promptly, preserve the packaging, and use the damage or missing-contents process rather than a delay-only request. Your proof of value and insurance or declared-value record determine the ceiling.
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9. Use a clear escalation sequence
- Day one: Save tracking, receipt, label, terms, and promised date; check both postal networks and UPU where available.
- When a blocking event appears: Supply customs or address information and record the case number.
- At the product’s earliest inquiry date: Have the sender or account holder open the postal or courier inquiry.
- Before the filing deadline: Submit the compensation claim with proof of value, mailing, coverage, and the requested contractual remedy.
- If it was a purchase: Send the seller a dated notice and, for EU-covered orders, a reasonable additional deadline after the agreed or 30-day date.
- If rejected: Request the written reason, the exact clause relied on, and the appeal or review route. Keep the original case number and all attachments.
Use one chronology in every message: mailing date, each material scan, promised date, inquiry date, and the remedy requested. Consistent dates make it easier for the operator or seller to match your evidence to its records.
10. A practical decision table
| Question | If the answer is yes | If the answer is no |
|---|---|---|
| Was a guaranteed delivery date or money-back guarantee purchased? | Check the guarantee’s lane, exclusions, and filing deadline for a possible postage refund. | Treat the date as an estimate unless the service terms create another remedy. |
| Is the item insured or assigned a declared value? | Prepare the value and coverage evidence for a loss or damage claim. | Look for the service’s default compensation cap, if any. |
| Is the latest event a customs request? | Provide the requested information or payment and ask whether the guarantee is suspended. | Proceed with the normal inquiry timetable. |
| Was this an EU-covered online purchase? | Hold the seller responsible for delivery and use the additional-deadline and reimbursement route when applicable. | Use the contract, marketplace, payment-provider, and local-law options that apply to the transaction. |
| Are you the recipient rather than the sender or account holder? | Ask the sender or seller to open the inquiry and share the case number. | File directly while preserving all evidence. |
11. How to write the claim without weakening it
State facts, not conclusions. A useful opening is: “Tracking number [number] was accepted on [date] for [service] from [origin] to [destination]. The service promised [date] / supplied an estimate of [transit]. The last event is [event] on [date and time zone]. I request [inquiry, postage refund, insured-value payment, or guarantee review] under the service terms. Attached are the receipt, tracking history, proof of value, and coverage record.”
Do not inflate the value, combine a postage request with unrelated consequential losses, or omit a customs request that caused the pause. If the operator asks for more documents, send copies and keep the originals.
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The strongest case has four elements: the correct contracting party filed it, the product deadline was met, the evidence proves mailing and value, and the requested remedy matches the service terms. A successful result may be a postage refund rather than the item’s full value, an insured payment capped at the declared amount, or a limited guarantee payment. A delay caused by customs, an incorrect address, prohibited contents, or an event excluded by the contract may produce delivery assistance but no compensation.
Keep the case open until the operator gives a written disposition or the parcel is delivered and any promised reimbursement appears. If a seller, marketplace, or payment provider has a separate deadline, calendar it independently from the postal or courier deadline.
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