My package is lost! How do I file a claim with the mail carrier?

by Megan

First, please check to see if your package includes package insurance.

Standard USPS FIRST CLASS shipping is not insured. Both Priority USPS  and Overnight UPS are insured up to $100 for each shipment. If you purchased additional package insurance at check out, Shipping Insurance insures each shipment up to $500. 

PLEASE NOTE: Approval/Denial of an insurance claim is dependent on the mail carriers decision based off of the claim filed.  

TERMS (section 12) The risk of loss and title for all packages passes to you upon our or your delivery to the carrier (such as UPS or USPS). IF the mail carrier tracking shows as delivered, there is no confirmation that the package was not delivered....and while we do understand, we cannot be held liable for a stolen package or a misplaced package that is shown as delivered to the address provided for the order.


If you cannot locate your package you can contact your local post office in person and/or speak directly to your mail carrier. You may also call USPS customer support at 1-800-ASK-USPS® (1-800-275-8777), it will have you put in the tracking number and will give you an automated status update, after you get that you will need to say 'representative' and they will transfer you to a live rep. If they are unable to locate your package, you can then file a claim after 15 days: 

Filing a Claim for Lost Mail or Packages:

Service File After File Before
Priority Mail® 15 days 60 days
Insured Mail 15 days 60 days

Claims Decisions:

Due to COVID-19 impacts, USPS is experiencing delays in processing claims. Please allow additional time for your claims decision. You can also check Claim History in your account for updates.

  • Claim processing times depend on whether an item is damaged or lost.
  • Claims for damaged items are usually processed more quickly than lost mail claims.
  • Before processing lost mail claims, USPS will first perform a Missing Mail Search.

Approved Claims

  • Your claim may be completely approved or approved in part. After your claim is approved, you should receive payment for the claim amount in 7-10 business days.
  • USPS does not pay a claim higher than an item’s actual value.

Denied Claims

  • Claims can be partially or fully denied.
  • Your decision letter will list the reasons for the denial.



If you cannot locate your package you can call UPS customer support at 1-800-742-5877. You can also start a claim online at

Once your UPS claim with supporting documentation has been issued, processing takes on average 8-15 business days. Claims that have been approved and payment paperwork has been provided, processing generally takes between 3-5 days. Providing as many details as possible helps in expediting the process, as does photo documentation if yours is a damage claim.

For more information on the UPS claim process please visit their website HERE 


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