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If a parcel dispatched via USPS arrives damaged or lost in transit, you have the option to file a claim for compensation equivalent to the value of the lost or damaged items. USPS entertains indemnity claims for insured items, COD packages, Priority Express Mail packages, and certain categories of international shipments. Here, we guide you through the process of completing a claim form with USPS Customer Service, outlining the timeframe for submission and the disparities between domestic and international claims.
Procedures
Filing a Timely and Substantiated Claim
Determine eligibility for a claim on your parcel. Not all types of parcels qualify for indemnity claims. If you're uncertain about the eligibility of your parcel, contact your local post office or the USPS customer service hotline at 1-800-275-8777. Generally, you can file a claim if your parcel was sent using any of the following services:
- Insurance
- Collect on Delivery (COD)
- Registered Mail with a declared value
- Priority Mail and Priority Mail Express
- Global Express Guaranteed
- Priority Mail Express International (PMEI) and PMEI with Money-Back Guarantee
- Priority Mail International
- International Registered Mail Service
Initiate a search for lost mail if you cannot proceed with a claim. In cases where your package is lost but does not meet the criteria for a claim or lacks insurance, you can still request a search for your missing items. If your package fails to arrive within 7 business days from the mailing date, visit the USPS missing mail webpage: https://www.usps.com/help/missing-mail.htm. Submit a search request, providing the following details:
- Sender and recipient addresses.
- Size and type of mailing container.
- USPS tracking number or electronic label receipt.
- Mailing date.
- Detailed description of package contents.
- Photographs of missing items, if available.
Prepare your supporting documents before commencing the claims process. In most cases, either the sender or the recipient can initiate a claim, but it's advisable to collaborate to ensure all necessary supporting documentation is available. Before initiating the claim process, ensure you have all required evidence, including:
- Your 10-34 character tracking or label number.
- Photos of the mailing container and its contents if the package arrived damaged or with missing items.
- Proof of insurance or eligibility for a claim, such as mailing receipts (originals or photocopies), package labels indicating used mailing services (e.g., insurance, COD, or Registered Mail), or a printed electronic mailing label from an online order.
- Evidence of the value of lost or damaged items, such as sales receipts, invoices, repair bills, credit card statements reflecting item cost, or online purchase records. Claims cannot proceed without proof of value.
Retain any damaged items or packaging. If you're filing a claim due to receiving a damaged or incomplete package, you might be required to present the package at your local post office. Keep the package and all contents, including the mailing container, until the claim is resolved.
Adhere to the appropriate timeline for claim submission. In cases where you receive a package with missing or damaged contents, file a claim promptly. Claims must be submitted within 60 days of the mailing date. For packages lost in transit, a waiting period is necessary before filing a claim, with the timeframe varying based on the package type:
- Priority Mail Express: 7-60 days from mailing date.
- Priority Mail Express COD, Registered Mail, Registered COD, Insured Mail, and COD: 15-60 days from mailing date.
- APO/FPO Priority Mail Express Military Service: 21-180 days from mailing date.
- APO/FPO/DPO Insured Mail and Registered Mail: 45 days-1 year from mailing date.
- APO/FPO/DPO Insured Surface Mail: 75 days-1 year from mailing date.
Initiating a Claim within the U.S.
Create an account on USPS.com. The most convenient method to file a claim is via the USPS website. If you haven't already, visit the USPS.com homepage and click the “Register/Sign In” link located in the upper right-hand corner. Then, select the “Sign Up Now” option and complete the required information to register an account.
Access the USPS claims page after logging in. Once your account is established, go to the USPS claims page: https://www.usps.com/help/claims.htm. Scroll down to the bottom of the page and click the “Start an Online Claim” button. You'll be prompted to sign in to your USPS account.
Provide the necessary details about your package. Upon logging in, you'll need to input information about your package, including the tracking number, mailing date, address details, and the reason for filing a claim. You might also need to upload supporting documents, such as insurance evidence, value proof, or photos of the damaged package.
- You must submit your supporting documents in .pdf or .jpg format. Ensure clear scans or photos of any paper documents (e.g., shipping labels or sales receipts).
Review and submit your claim information. Before submitting, take a moment to review all the details of your claim carefully. Ensure accuracy in all provided information.
Contact 1-800-ASK-USPS (1-800-275-8777) to file a claim via mail. If you prefer not to file your claim online or encounter difficulties with the online form, reach out to USPS and request a Domestic Claim Form to be sent to you. Complete the form and mail it, along with any necessary supporting documents, to the address indicated on the form.
- You can also request an insurance claim form from your local post office.
- Depending on the type of mailing service used, original mailing receipts may be required for submission.
Monitor your claim status online or via phone. After submitting your claim, check its progress by logging into the USPS website and reviewing your claims history. Alternatively, access your claims history by clicking the “Start an Online Claim” button on the USPS claims webpage and logging in: https://www.usps.com/help/claims.htm. You can also call the Accounting Services Help Desk at 1-866-974-2733.
- To inquire about your claim status over the phone, provide your name, tracking number, and shipping date.
Initiating an International Claim
Register an account on USPS.com. If you haven’t already, create an account to file an online claim. Visit USPS.com and click the Register/Sign In link in the upper right corner to set up an account.
Initiate an International Inquiry online if you’re a US sender. Filing an international claim differs from domestic claims as USPS must collaborate with the recipient country’s postal service. Typically, only the US sender can initiate an international claim. Begin by visiting the USPS claims webpage: https://www.usps.com/help/claims.htm. Navigate to the “International Shipments” tab and click “Create an Inquiry.” Log in with your USPS account.
- For Priority Mail International or Registered Mail Service packages, both the sender and addressee can file a claim. However, only the US sender can start an online inquiry.
Enter your international tracking number. Upon initiating an inquiry, log into your USPS account and enter your tracking number along with other relevant package details.
- International tracking numbers consist of 13 digits, beginning with letter combinations like EA-EZ, CA-CZ, HC-HZ, RA-RZ, or LB, LH, LK, LM, LX, LY, or LZ. The tracking number will end with US.
Contact the International Research Group if you're the recipient. Non-US recipients seeking to inquire about a lost or damaged package can call 800-222-1811. USPS will investigate the package status and instruct the US sender on claim procedures.
- Since US senders typically file claims, coordinate with the sender before initiating your inquiry.
Adhere to the correct timeframe for claim submission. If you receive a package with missing or damaged contents, contact the International Research Group at 800-222-1811 or the US sender promptly to initiate the claim process. Inquiries must be made within 60 days of the mailing date. For lost packages, submit claims within specific timeframes:
- Global Express Guaranteed: 3-30 days from mailing date.
- Priority Mail Express International: 3-90 days from mailing date.
- PMEI with Money-Back Guarantee: 3-30 days from mailing date.
- Priority Mail International: 7 days to 6 months from mailing date.
- Registered Mail: 7 days to 6 months from mailing date.
Complete your claim form and include supporting documents. After initiating an inquiry, USPS will investigate. If a claim is warranted, they'll send a claim form to the sender, who must fill it out and provide necessary documents, such as:
- Mailing label.
- Customs forms.
- Shipping receipts.
- Online order forms or invoices, if applicable.
- Evidence of package value (e.g., sales receipts, invoices, credit card statements, or appraisals).
- Evidence of package damage, including original container, photos, and a description of contents and value.
Call the Accounting Help Desk to inquire about your claim status. Dial 800-974-2733 for claim information, providing your name, shipment date, and tracking or article number.
