UPS customer service phone numbers by reason for calling

United Parcel Service operates different phone lines depending on what you need. The main customer service number is 1-800-742-5877. This line handles general questions about tracking packages, scheduling pickups, and billing issues for most customers.

If you are a UPS customer with a business account or a high-volume shipper, you may have a dedicated account manager whose number appears on your account statements or invoices. If you cannot find that number, the main line can transfer you to business support.

For UPS Store locations (which are independently owned franchises, not UPS corporate), you will need to call the specific store directly. You can find that number by searching "UPS Store near me" online or calling the main number and asking for the location nearest you.

Key Takeaways

  • The main UPS customer service number is 1-800-742-5877 and handles tracking, pickups, and billing for most callers.
  • UPS Store locations are franchises and have their own phone numbers, which you can find by searching online or asking the main line.
  • Business accounts and high-volume shippers often have dedicated account numbers listed on their invoices or statements.
  • Wait times are typically shorter early in the morning on weekdays and longer during midday and evening hours.
  • You can also track packages, schedule pickups, and manage some account issues through the UPS website or mobile app without calling.

What information to have ready before you call

When you call UPS, have your tracking number available if you are calling about a specific package. The tracking number appears on your shipping label, in your email confirmation, or on your receipt. If you do not have the tracking number, the representative can search by the recipient's address and delivery date, but it takes longer.

For billing or account questions, have your account number or the phone number associated with your account. If you are calling about a package you sent, have the sender's name and the date it was shipped. If you are calling about a package you are expecting to receive, have the sender's name and approximate delivery date.

When to call versus using online options

UPS offers several ways to handle common tasks without calling. You can track a package in real time on the UPS website or through the UPS mobile app, which shows estimated delivery times and allows you to request signature release or delivery instructions. You can also schedule a pickup online if you need to ship something.

Call if your issue is not resolved online, if you need to dispute a charge, if a package is lost or damaged, or if you need to speak with someone about a delivery problem. Representatives can also help if you are setting up a new business account or need information about shipping rates for your specific needs.

UPS phone hours and wait times

UPS customer service is available seven days a week, typically from 8 a.m. to 10 p.m. Eastern Time, though hours may vary by season and by the type of service you need. During peak shipping seasons (November through December and around major holidays), wait times can exceed 30 minutes.

Wait times are generally shortest between 8 a.m. and 10 a.m. on weekdays and longest between 11 a.m. and 3 p.m. Calling on Sunday or Monday evening often means longer waits because many people call to address weekend delivery issues or to prepare for the week ahead.

What happens if your package is lost or damaged

If a package arrived damaged or did not arrive at all, call the main number and tell the representative you need to file a claim. Have your tracking number ready. The representative will document the issue and may ask you questions about what was in the package and its value.

UPS will investigate the claim, which typically takes five to ten business days. You may be asked to provide photos of the damage or the empty box, or to return the package for inspection. The outcome depends on what coverage was purchased at the time of shipping — standard UPS shipping includes limited liability, while additional insurance can be purchased for higher-value items.

International shipping and special services

If you need to ship internationally or have questions about customs, duties, or restricted items, the main customer service line can answer basic questions or transfer you to the international shipping department. You can also find detailed information about international shipping on the UPS website, which includes country-specific rules and estimated delivery times.

For special services like signature required, Saturday delivery, or early morning delivery, you can add these options when you create a shipment online or by calling. The representative can explain the additional cost and whether the service is available to your destination.

Frequently Asked Questions

Can I change my delivery address after I have already shipped a package?

Yes, but only if the package has not yet been out for delivery. Call the main number with your tracking number and ask about changing the address. If the package is already in the delivery vehicle, you may not be able to change the address, but you can request that the driver leave it in a safe place or hold it for pickup at a UPS location.

What if I am not home when the package arrives?

UPS will leave a notice on your door with instructions on how to reschedule delivery or pick up the package at a nearby UPS location. You can also use the UPS app or website to request that the driver leave the package in a safe place, or you can call to arrange a specific delivery time before the driver arrives.

Do I need to pay anything to call UPS customer service?

No. The 1-800 number is toll-free. However, if you call from a cell phone, your regular cell phone plan rates may explore depending on your provider, though most plans include unlimited calls to 1-800 numbers.

Can I request a refund if I paid for shipping and the package was late?

UPS offers a money-back may provide if your package is late, but only if you purchased UPS Next Day Air, UPS 2nd Day Air, or UPS 3 Day Select. Standard ground shipping does not include this may provide. Call with your tracking number to request a refund if your may provide service was late.

What if I cannot understand the automated system?

Say "representative" or "agent" at any point during the automated menu, and the system will transfer you to a person. You can also press 0 repeatedly, which sometimes bypasses the menu on older systems, though this is not may provide to work on all UPS lines.