How to Track a UPS Package and Reach Customer Service

How to find your UPS tracking number and call customer service

Your UPS tracking number is a 1Z followed by 16 digits — it appears on your shipping label, in your email confirmation, or in your online account. To reach UPS customer service by phone, call 1-800-742-5877 for packages being delivered to a residence, or 1-800-742-5877 for business deliveries. Have your tracking number ready when you call, though the system can also look up packages by address or reference number if you do not have it.

The phone line connects you to an automated system first. You can navigate by voice or by pressing numbers on your keypad. If you need to speak to a person, the system will offer that option after you describe your issue — typically after selecting "track a package" or "delivery problems." Wait times vary by time of day and season, with shorter waits early in the morning on weekdays.

Key Takeaways

Your tracking number starts with 1Z and contains 16 digits; it appears on your shipping label, in your email, or in your UPS account.
Call 1-800-742-5877 to reach UPS customer service; the system is automated but can connect you to a person for delivery issues.
You can track a package online at ups.com by entering your tracking number, without calling.
If you do not have your tracking number, UPS can search by the sender's name, your address, or a reference number from your order.

Where to find your tracking number

The sender usually emails your tracking number to you as soon as the package ships. Check your email inbox and spam folder for messages from the shipper or from UPS directly. The subject line typically says "Your shipment is on the way" or includes the sender's company name.

If you ordered the package yourself, log into your account on the retailer's website — Amazon, eBay, Etsy, or wherever you bought it — and look for the order status or shipment details. The tracking number appears there alongside the carrier name. If the retailer shipped through UPS, the number will be a 1Z code.

You can also create a free UPS account at ups.com and add packages manually by entering the sender's address and your address, or by uploading a photo of your shipping label. UPS will then show you tracking updates without needing the number.

Tracking online instead of calling

The fastest way to check your package status is to visit ups.com/track and enter your 1Z tracking number. The website shows you the current location of your package, the expected delivery date, and any delays or exceptions. This information updates in real time throughout the day, so you do not need to call unless something is wrong.

The UPS mobile app (available for iPhone and Android) offers the same tracking information and sends you notifications when your package is out for delivery or has been delivered. You can set up notifications for multiple packages at once, which is useful if you order frequently.

Online tracking is free and does not require you to speak to anyone. Use it first to see whether your issue — a delayed delivery, a wrong address, or a lost package — is already explained in the tracking history.

What information to have ready before you call

Gather these details before dialing 1-800-742-5877: your tracking number (the 1Z code), your name, your delivery address, and the sender's name or company. If you are calling about a problem — a package that did not arrive, was damaged, or went to the wrong address — also have the expected delivery date and the contents of the package written down.

If you do not have your tracking number, you can still call. Tell the representative your name and address, and they can search for packages headed to you. You can also provide a reference number from your original order if you have it. This search takes longer than looking up by tracking number, so having the number saves time.

When to call versus when to wait

Call UPS if your package is more than one business day late, if tracking shows it is stuck in one location for more than 24 hours, if it was marked delivered but you did not receive it, or if you need to change the delivery address or hold the package at a UPS location. These are situations where a representative can take action.

Do not call if your package is on schedule and tracking shows it is moving normally. Calling during peak shipping seasons (November through December, or after major sales events) means longer wait times, so check online first. If tracking shows your package will arrive today, wait until evening to call if it does not show up — sometimes packages are delivered late in the day and the system updates slowly.

What happens when you call

The automated system will ask you to say or enter your tracking number. It will then read back the package status — where it is, when it is expected to arrive, and any recent updates. If you need more help, you can ask to speak to a representative or press the option for "other issues."

A UPS representative can file a claim for a lost or damaged package, arrange for the package to be held at a UPS location for you to pick up, change the delivery address if the package has not yet left the facility, or investigate why a package shows as delivered when you did not receive it. They cannot speed up delivery, but they can tell you what went wrong and what your next step is.

Alternative ways to reach UPS

You can also contact UPS through their website at ups.com/contact. Select your issue from a menu, and UPS will offer options: chat with a representative, request a callback, or find a UPS store or customer center near you where you can speak to someone in person. Chat support is available during business hours and typically has shorter wait times than the phone line.

If your package is being delivered to a UPS store or UPS customer center (rather than your home), you can pick it up there during their business hours. The tracking page will tell you which location it is going to and when it will be ready.

Frequently Asked Questions

What if I lost my tracking number?

Call 1-800-742-5877 and tell the representative your name and delivery address. They can search for packages headed to you. You can also check your email for the original shipping notification, or log into the retailer's website where you ordered the package and find the tracking number in your order history.

Can I change my delivery address after I have the tracking number?

It depends on how far along the package is. If it is still at the UPS facility or in early transit, you can call 1-800-742-5877 and ask to change the address. If the package is already out for delivery that day, it is too late to change the address. You can arrange to pick it up at a UPS location instead, or have it held for redelivery the next day.

Why does my tracking number not work on the UPS website?

The package may not have been scanned into the UPS system yet. Tracking numbers sometimes take a few hours to appear after the shipper creates the label. If it has been more than 24 hours and the number still does not work, call 1-800-742-5877 to confirm the tracking number is correct and the package was actually shipped.

How long do I have to file a claim if my package never arrived?

UPS typically requires you to file a claim within 30 days of the delivery date. Call 1-800-742-5877 or use the website to start a claim. Have your tracking number, photos of the damaged packaging (if applicable), and a description of what was in the package.

This guide is for general information only and is not medical, financial, legal, or other professional advice. For decisions specific to your situation, consult a qualified professional. See our Editorial Policy.