When a package fails to arrive, major carriers initiate a structured process to investigate the disappearance and provide financial compensation. These procedures offer a clear path toward resolution, moving from a preliminary search to the formal filing of a claim. Understanding the timelines and documentation requirements is the first step in recovering the value of the lost item.
When Is a Package Truly Lost?
Major carriers enforce a mandatory waiting period before a package is considered lost, accounting for logistical delays. For domestic packages, the United States Postal Service (USPS) allows claims no sooner than 15 days after mailing. FedEx and UPS require shippers to wait 24 to 48 hours past the expected delivery date before initiating a trace request.
For international shipments, the waiting period is much longer due to customs processing and transit times. USPS may require a wait of 45 to 75 days before a claim can be initiated for certain international services. Formal claims cannot begin until this window has elapsed, as the carrier may still locate the item. The package must be defined as lost, not merely delayed.
Initial Actions for the Recipient or Shipper
Before filing a formal claim, the recipient and shipper must conduct a preliminary investigation. This involves checking the tracking number, as a package may sometimes show an incorrectly scanned “delivered” status. If tracking shows the package is still in transit, the shipper or recipient should verify the accuracy of the shipping address.
If tracking indicates local delivery, the recipient should check all potential drop-off locations, including porch areas, back doors, and with neighbors. If these steps fail, the shipper should contact the carrier to request an internal trace or investigation. This action prompts the carrier to search their facilities and delivery routes, often locating and delivering the package without a formal claim.
Determining Responsibility for the Loss
Clarifying who initiates the claim depends on the parties’ relationship and the original shipping agreement. In most commercial transactions, the shipper is the carrier’s direct customer and the only party authorized to file the claim for an in-transit loss. Since the shipper paid for the service and any declared value, they are the primary claimant.
The recipient cooperates by providing requested information, such as confirmation that the package was not received. When the shipper files the claim, they seek reimbursement based on the carrier’s maximum liability, typically $100 unless a higher value was declared. If the shipper used a third-party insurance provider, the claim process is directed toward that insurer.
Navigating the Formal Claim Process
Once the waiting period passes and the item is confirmed lost, the authorized party must formally submit a claim, typically through the carrier’s online portal. Filing requires the tracking number, a completed claim form, and documentation to substantiate the value of the lost goods.
Proof-of-value documentation is required, such as a sales receipt, paid invoice, or bill of sale establishing the item’s cost at shipment. For high-value goods, the carrier may require proof of insurance purchase or a statement of the declared value paid.
Major carriers set specific time limits for filing a claim, ranging from 60 days (UPS) to nine months (FedEx) from the date of shipment. Filing online allows the claimant to upload documents immediately and track the investigation’s progress.
Understanding Compensation and Resolution
A successful lost package claim results in a financial payout governed by the carrier’s liability limits and any purchased coverage. Most major carriers, including UPS and FedEx, automatically include liability coverage up to $100 for lost packages. If the item’s value exceeded this amount, compensation is capped at the declared value the shipper paid for.
Compensation covers the item’s cost or its replacement value, whichever is less. Carriers may also refund the shipping cost if the loss resulted from their failure to deliver. Claims can be denied for failure to file within the required deadline, insufficient proof of value, or if the carrier determines the loss was due to inadequate packaging.
Handling Package Theft After Delivery
Package theft, often called porch piracy, presents a different liability issue than an in-transit loss. When tracking shows the package was successfully “Delivered,” the carrier has fulfilled its contract, and liability shifts away from them. The first action for a recipient is to contact the seller or shipper, as many retailers have policies to address post-delivery theft.
The seller may file a claim with their third-party insurance or ship a replacement item. If the seller does not offer a resolution, the recipient may file a police report with local law enforcement, which is often required documentation for subsequent insurance claims. Homeowners or renter’s insurance policies may cover the loss of personal property due to theft, but the recipient must weigh the item’s cost against their policy deductible.