This guide outlines the process for reporting and filing claims for USPS 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

USPS claims have strict deadlines.

Damaged or Missing Contents: File immediately but no later than 60 days from the mailing date.
Lost Packages: Must be filed after a waiting period depending on the service, typically 7–15 days after mailing.

Submitting claims late may result in automatic 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.

Missing Contents

Package delivered but items are partially missing.

Note: Claims can only be filed for shipments that include USPS insurance or services with included coverage (such as Priority Mail or Priority Mail Express)

2. INFORMATION & DOCUMENTS TO GATHER BEFORE FILING

Prepare the following before starting your claim:

Tracking Number – USPS tracking number from the shipping label or receipt.
Proof of Insurance / Mailing Receipt – Shipping receipt, label record, or confirmation showing insurance coverage.
Proof of Value – Invoice, receipt, sales record, or online transaction showing item value.
Merchandise Description – Item name, brand, model, quantity, and condition
Photos of Damage – All sides of outer box, inner packaging, damaged items
Shipping Label Photo – Clear photo of the shipping label showing the tracking number.
Contact Information – Sender name and address, recipient name and address, email and phone number

Important: Keep all packaging materials and damaged items until the claim is fully resolved. USPS may request that the package be brought to a local post office for inspection.

3. STEP-BY-STEP CLAIMS PROCESS

STEP 1 — Document Everything Immediately

Photograph:

All sides of the outer box
Internal cushioning materials
The damaged item(s)
The shipping label

Do not discard packaging or items until the claim is finalized.

STEP 2 — Check Tracking Status

Go to the USPS website.

Enter your tracking number and confirm the shipment status (Delivered, In Transit, etc.).

Save a screenshot of the tracking page for your records.

STEP 3 — Reach Out to Gelato the Team

Email: [email protected]

Provide:

USPS tracking number
All pictures and documentation collected
Claim type (Loss, Damage, Missing Contents)
Quantity and declared value
Description of the issue
Total claim amount (item value + shipping if applicable)

STEP 4 — Resolution

USPS typically reviews claims within 5–10 business days after all documentation is received.

USPS may:

Contact the sender or recipient
Request additional documentation
Require the recipient to bring the package to a local Post Office for inspection
Conduct a Missing Mail Search for lost packages

Possible outcomes:

Approved

Reimbursement is issued for the approved claim value.

More Information Needed

Additional documents or inspection may be required.

Denied

You may file an appeal within 30 days of the decision.