Call UPS Customer Service at 1-800-742-5877 to track your package

UPS Customer Service answers tracking calls 24 hours a day, seven days a week. Have your tracking number ready — it is a 1Z followed by 18 digits, printed on your shipping label or receipt. The automated system will tell you where your package is and when it is expected to arrive. If you need to speak to a person, the system will transfer you after you provide your tracking number.

The wait time is usually shorter early in the morning or late at night. If you are calling about a package someone else sent you, you will need either the tracking number or the sender's name and address. UPS can also tell you if a package requires a signature, has been held for pickup, or has been returned to the sender.

Key Takeaways

  • UPS Customer Service phone line is 1-800-742-5877 and operates around the clock every day of the year.
  • Have your tracking number ready before you call — it starts with 1Z and appears on your shipping label or receipt.
  • The automated system provides tracking updates when ready, and you can ask to speak to a representative if you need more help.
  • UPS can tell you if your package requires a signature, has been held, or has been returned, and can sometimes hold a package for you to pick up instead of having it delivered.

What information you need before calling

Your tracking number is the fastest way to get information. If you do not have it, you can provide the sender's name and address, your address, and the approximate date the package was shipped. UPS will search their system and may be able to locate your package, though this takes longer than using a tracking number.

If someone else sent you the package and you do not know who, you can still call with your address and the date you expected delivery. UPS can tell you what packages are coming to your address, though they cannot release details about the sender without permission.

What the automated system tells you

When you call and enter your tracking number, the automated system will read back the package's current location, the date and time of the last scan, and the expected delivery date. It will also tell you if the package is out for delivery that day, if it has been delivered, or if there is a delay. The system updates throughout the day as packages move through UPS facilities.

If your package has not moved in more than a day, or if the expected delivery date has passed, the system will flag this. You can then choose to speak to a representative who can investigate further or file a claim if the package appears to be lost.

When to ask for a representative

Stay on the line after the automated message if you need to discuss a delivery problem, request that a package be held for pickup, or file a claim for a lost or damaged package. Representatives can also help if your package is going to the wrong address, if you need to redirect it, or if you want to arrange a redelivery for a missed delivery.

Representatives can sometimes place a package on hold at a UPS location so you can pick it up yourself instead of waiting for home delivery. They can also provide more detail about why a package is delayed or what happened if it was returned to the sender.

Other ways to track without calling

If you prefer not to call, you can track the same information on the UPS website by entering your tracking number at ups.com/track. You can also read the UPS mobile app and save tracking numbers to check updates anytime. Both methods show the same real-time information as the phone line and update as your package moves.

Text tracking is also available — UPS will send you updates by text message if you opt in during the tracking process online. Email notifications work the same way. These methods are useful if you want updates without having to call or check the website yourself.

What to do if your package is late or missing

If your package has not arrived by the expected delivery date, call UPS Customer Service and have your tracking number ready. The representative can tell you whether the package is delayed in transit, held at a facility, or returned to the sender. Some delays are temporary — packages can be held up by weather, mechanical issues at sorting facilities, or high package volume.

If a package is truly lost, UPS can file a claim on your behalf. You will need to provide proof of the shipping cost and the value of the contents. The claim process takes time, and UPS will investigate before paying out. If the package was insured, the claim amount is limited to the insurance value you selected when you shipped it.

International package tracking by phone

UPS tracks international packages the same way as domestic ones — call 1-800-742-5877 with your tracking number. International packages take longer to move through customs and between countries, so the tracking information may update less frequently than domestic shipments. The system will tell you which country the package is currently in and when it is expected to clear customs.

If an international package is held in customs, UPS Customer Service can tell you what documents or duties are required before it can be released. You may need to contact the customs office directly or provide additional paperwork to the sender.

Frequently Asked Questions

Can I track a package without a tracking number?

Yes. Provide the sender's name and address, your address, and the date the package was shipped. UPS will search their system, though this takes longer than using a tracking number. If multiple packages match your description, they may ask for more details about the contents or the sender.

What if UPS says my package was delivered but I did not receive it?

Tell the representative where the package was marked as delivered — sometimes it is left at a side door, mailbox, or with a neighbor. If you still cannot find it, the representative can file an investigation. UPS will contact the driver and check security footage if available. Keep the tracking number and call back in a few days for an update.

Can I have my package held at a UPS location instead of delivered to my home?

Yes. Call UPS Customer Service with your tracking number and ask to hold the package at a UPS Customer Center or UPS Store near you. Not all locations offer this service, so the representative will tell you which one is closest and when you can pick it up. You will need to show ID when you pick it up.

How often does the tracking information update?

Tracking updates as your package moves through UPS facilities and is scanned by delivery drivers. During business hours, packages are usually scanned multiple times per day. Overnight, updates may be less frequent. International packages update less often because they move through more facilities and customs checkpoints.

What if I need to change the delivery address?

Call UPS Customer Service as soon as possible with your tracking number. If the package has not yet left the local facility, UPS can usually redirect it. If it is already out for delivery or has been delivered, redirection is not possible. In that case, you may need to arrange with the recipient to forward it or file a claim.