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

UPS Customer Service answers calls 24 hours a day, 7 days a week. When you call, have your tracking number ready — it's a 1Z followed by 18 digits, printed on your shipping label or receipt. The automated system will ask you to enter this number using your phone keypad, then read back the package location and expected delivery date.

If you need to speak to a person instead of using the automated system, stay on the line after the automated menu plays. A representative can answer questions about delays, delivery attempts, or special instructions you want to add to your shipment.

Key Takeaways

  • UPS Customer Service is 1-800-742-5877, available 24/7 for tracking inquiries.
  • You will need your tracking number, which starts with 1Z and appears on your shipping label or receipt.
  • The automated system provides tracking information when ready; press 0 or wait to speak with a representative if you have other questions.
  • International packages may take longer to update in the system, especially during customs clearance.
  • If your package shows as delivered but you did not receive it, a representative can file a claim or arrange redelivery.

What information you need before calling

Your tracking number is the fastest way to get information. This 1Z number appears on your shipping label, receipt, or in a shipping confirmation email from the sender. If you do not have the tracking number, you can provide the sender's name and address along with the recipient's name and address, though this takes longer.

If the package was sent to you as a gift or from an online order, check your email for a shipping confirmation. Most retailers send this automatically when the package ships. The confirmation email usually contains a clickable link to the tracking number.

What the automated system will tell you

When you enter your tracking number, the system provides the current location of your package, the expected delivery date, and whether any delivery attempts have been made. If your package is out for delivery that day, the system may tell you a time window, though this is not always precise.

The automated system also notes any delays, holds, or exceptions — for example, if a package requires a signature, if the address needs clarification, or if weather or volume has slowed delivery. If the system reports a problem, you can press 0 to speak with a representative who can explain what happened and what happens next.

When to speak with a representative instead

Call and ask for a representative if your package shows as delivered but you did not receive it, if you need to change the delivery address before it arrives, or if you want to add special instructions like leaving the package in a specific location. Representatives can also help if the tracking information seems stuck on one status for several days.

If you need to file a claim for a lost or damaged package, a representative will walk you through what information UPS needs and how long the process takes. Have photos of the damage and the original shipping label ready if you have them.

Tracking international packages by phone

International packages use the same 1-800-742-5877 number and the same tracking number format. However, international shipments may not update in the system for several days after pickup, especially if the package is still in the country of origin. Once the package reaches a UPS facility in the destination country, updates become more frequent.

If your international package is held at customs, the tracking system will show this status. A representative can tell you what documents customs is requesting and how to provide them. Some international packages require the recipient to pay customs duties or taxes upon delivery.

Alternatives to calling

If you prefer not to call, you can track your package online at ups.com by entering your tracking number on the homepage. The website shows the same information as the phone system and updates in real time. You can also sign up for text or email notifications, which alert you when your package is out for delivery and when it has been delivered.

The UPS mobile app provides tracking as well and lets you manage delivery preferences — for example, requesting that the driver leave the package in a safe place or hold it for pickup at a UPS location instead of delivering to your address.

What to do if your package does not arrive on the expected date

Check the tracking status first. If it shows as delivered, look around your delivery location — check side doors, mailboxes, or with neighbors. If the tracking still shows it in transit but the expected delivery date has passed, call UPS and ask a representative to investigate. They can contact the driver or the local facility to locate the package.

If UPS cannot locate your package after an investigation, you can file a claim. The process and timeline depend on the value of the package and the type of service used to ship it. A representative will explain what you need to provide and when you can expect a resolution.

Frequently Asked Questions

Do I need the tracking number to call UPS, or can I track by address?

The tracking number is fastest and most accurate. You can provide sender and recipient addresses instead, but the system may need more time to locate your package. Have the tracking number ready if you have it.

What time should I call to reach a person instead of the automated system?

Representatives are available 24/7, but wait times are typically shorter during business hours — roughly 9 a.m. to 5 p.m. on weekdays. You can press 0 at any time during the automated menu to request a representative.

Can I change my delivery address by phone?

Yes, if the package has not yet been delivered. Call and speak with a representative, who can redirect the package to a different address or hold it for pickup at a UPS location. Changes must be made before the package reaches the local delivery facility.

Why does my tracking number not show up in the system?

New packages may take a few hours to appear after the sender creates the label. International packages can take several days. If more than 24 hours have passed and the number still does not show, contact the sender to confirm the tracking number is correct.

What happens if UPS says my package was delivered but I never got it?

Check your delivery location thoroughly, including side doors and with neighbors. Then call UPS and ask a representative to file a claim. They will investigate the delivery and work toward a resolution, which may include redelivery or a refund.