UPS customer service phone numbers by issue type
UPS has different phone lines depending on what happened to your package. The main customer service number is 1-800-742-5877, but that line handles general questions and may transfer you. If your package arrived damaged or never showed up, you will get faster help by calling the specific claims department.
For a damaged package claim, call 1-800-742-5877 and ask to be transferred to the claims department, or try reaching them directly at 1-800-221-6345. For a missing package, the same numbers work, but tell the representative when ready that you are reporting a lost shipment. Have your tracking number ready before you call — the representative will need it to pull up your shipment details.
If you shipped the package yourself as a business or frequent shipper, you may have a dedicated account manager. Check your UPS invoice or account page for a direct number; these lines often have shorter wait times than the general number.
Key Takeaways
- The main UPS customer service number is 1-800-742-5877, but the claims department line 1-800-221-6345 is faster for damaged or missing packages.
- Have your tracking number and a photo of the damage ready before you call, since the representative will ask for both.
- UPS typically requires you to file a claim within 30 days of the delivery date, so call as soon as you discover the problem.
- If the package was insured or sent with signature confirmation, mention that when you call — it affects how the claim is processed.
What information you need before calling
Gather these details before you dial so the call moves faster. You will need your tracking number, which appears on your shipping label or in your UPS account. If you received a delivery notice but no package, have that notice handy. If the package arrived damaged, take clear photos of the damage and the packaging — the representative may ask you to email these later.
Write down the sender's name and address, the delivery address, and the date the package was supposed to arrive. If you were not home when it was delivered, note where the driver left it. If someone else signed for it, have their name ready. The more details you provide upfront, the less time the representative spends asking follow-up questions.
What happens after you file a claim
When you call, the representative will create a claim ticket and give you a claim number. Write this down — you will need it to check on your claim status. UPS will then contact the shipper (the person or business who sent the package) to investigate. This is important: the shipper, not you, is responsible for the claim in most cases, because they paid for the shipping and chose the service level.
The investigation typically takes 5 to 10 business days. UPS will contact you or the shipper with a decision. If the claim is approved, UPS sends a refund to whoever paid for shipping. If you were the shipper, you receive the money. If someone else shipped it to you, they receive the refund, and you may need to follow up with them to get your money back.
Why the shipper matters for your claim
This is the part that confuses most people: if you received a damaged or missing package as a gift or a purchase, you did not pay UPS directly. The store or person who sent it did. That means UPS considers them the customer, and they are the ones who can file or withdraw a claim.
If you call UPS and report the problem, they will still open a claim, but they may ask you to have the shipper contact them instead. If the shipper refuses to file a claim or is unresponsive, you have a separate issue with that business — you may need to contact them directly for a refund or replacement. UPS can only refund the shipping cost to whoever paid for it.
Calling outside business hours
UPS customer service is available Monday through Friday, 8 a.m. to 8 p.m. Eastern time, and Saturday 9 a.m. to 7 p.m. Eastern time. Sunday hours vary by location. If you call outside these hours, you will reach an automated system that can take basic information, but a representative will not call you back unless you leave a message.
For urgent issues, consider using the UPS website or mobile app to start a claim instead. You can upload photos and provide details without waiting on hold. A representative will review your submission during business hours and contact you if they need more information. This route often moves faster than waiting to reach someone by phone, especially if you call during peak hours.
When to contact the shipper instead of UPS
If the package arrived late but intact, or if it was delivered to the wrong address but you recovered it, contact the shipper first. These situations are usually handled as customer service issues rather than damage claims, and the shipper can often resolve them faster than UPS can. The shipper may offer a refund, replacement, or credit without involving UPS at all.
If you ordered something and it never arrived, check with the shipper to confirm the tracking number and delivery status before calling UPS. Some packages show as delivered when they were actually returned to the sender or held at a facility. The shipper's customer service team can see this information and may be able to reroute the package or issue a replacement without a formal claim.
Frequently Asked Questions
How long do I have to file a claim with UPS?
You have 30 days from the delivery date to file a claim for a damaged or missing package. After 30 days, UPS will not open a new claim. If you discover damage later, call as soon as possible to stay within the window.
Will UPS refund me directly if my package was damaged?
UPS refunds the shipping cost to whoever paid for the shipping label. If you received the package as a customer, the shipper paid UPS and will receive the refund. You will need to contact the shipper to get your money back or request a replacement.
What if I cannot reach anyone by phone?
Use the UPS website or mobile app to file a claim online. You can upload photos and details, and a representative will review it during business hours. This often moves faster than waiting on hold, especially during peak times.
Do I need insurance on my package to file a claim?
No. UPS covers basic damage and loss on all packages up to a certain value (usually $100 for ground shipping). If your package was worth more, the shipper should have purchased additional insurance. Either way, you can still file a claim.
What if UPS says the package was delivered but I never got it?
Check with neighbors, building management, or anyone else at the delivery address. Ask the driver to show you the photo UPS took at delivery. If the package is genuinely missing, file a claim when ready and contact your local police non-emergency line to report the theft.