This guide outlines the process for reporting and filing claims for UPS shipments that are lost, damaged, or missing contents. This article explains when a claim can be filed, what information is required, and how the review and resolution process typically works.
IMPORTANT — ACT FAST
Deadlines are strict.
Report damage within 24–48 hours of delivery and file all documentation as soon as possible to avoid claim denial.
1. WHEN CAN YOU FILE A CLAIM?
You may file a claim in the following situations:
Lost Package
Package never delivered or cannot be located.
Damaged Package
Items arrived broken, crushed, or otherwise damaged.
2. INFORMATION & DOCUMENTS TO GATHER BEFORE FILING
Prepare the following before starting your claim:
Tracking Number – 18-digit UPS tracking number (starts with 1Z)
Proof of Value – Invoice, receipt, or order confirmation
Merchandise Description – Brand, model, serial number, quantity, condition
Photos of Damage – All sides of outer box, inner packaging, damaged items
Shipping Label Photo – Close-up with tracking number visible
Contact Information – Email, phone, sender & recipient addresses
Important: Keep all original packaging materials until the claim is fully resolved. UPS may require a physical inspection.
3. STEP-BY-STEP CLAIMS PROCESS
STEP 1 — Document Everything Immediately
Photograph:
All sides of the outer box
Internal cushioning
The damaged item(s)
The shipping label
Do not discard packaging.
STEP 2 — Check Tracking Status
Go to ups.com or the UPS app.
Enter your tracking number and confirm status (Delivered, In Transit, etc.).
Screenshot the tracking page for your records.
STEP 3 — Reach Out to Gelato the Team
Email: [email protected]
Provide:
UPS tracking number
Share all the pictures and documents you gathered
Specify what kind of Claim you'll be filing (Loss, Damage)
Quantity and declared value
Description of damage or loss
Total claim amount (item value + shipping if applicable)
Note: Default UPS liability is $100 unless a higher value was declared or additional insurance was purchased.
STEP 4 — Resolution
UPS typically resolves claims in 8–10 business days.
UPS may:
Contact shipper or recipient
Schedule physical inspection
Request additional documentation
Possible outcomes:
Approved
The claim amount will be credited on the next GCL invoice.
More Information Needed
Respond promptly to avoid delays.
Denied
You have 60 calendar days to file an appeal.
4. COMMON REASONS FOR CLAIM DENIAL
Filed outside deadline
Improper or insufficient packaging
Prohibited or restricted items
Authorized release without signature
Missing serial numbers (electronics over $500)
Unable to contact receiver
No declared value above $100
Service guarantee exclusions (weather, peak season, customs)
Shipper account restrictions