If your UPS shipment is lost, damaged, delayed, or you notice a billing discrepancy, this guide explains how to raise a claim and ensure it is resolved efficiently. It outlines the steps to follow, key contacts, and escalation procedures.
UPS is a third-party carrier. Once your shipment is handed over, UPS assumes liability under their terms and conditions.
Client responsibility: The shipment owner must submit claims directly to UPS.
Our role: We do not raise claims on behalf of clients, unless specifically agreed in a contract.
To submit a claim, follow these steps:
Identify the shipment: Use the UPS tracking number.
Prepare supporting documentation: Include the invoice, proof of value, and photos of any damage (if applicable).
Submit your claim: Use UPS’s official claims process on their website or portal.
Tip: Claims must be submitted within UPS’s timelines to be eligible.
If you are unable to submit a claim through UPS’s standard process, contact the appropriate UPS department directly based on the issue:
If your issue is not resolved within 10 calendar days of contacting the first-line department, you may escalate it.
Required Information for Escalation:
UPS Tracking Number
Brief description of the issue
Summary of steps already taken
UPS Customer Service case number
Please Note: Incomplete escalation requests will not be reviewed.