Types of Claims
Carrier claims fall into two main categories:
| Claim Type | Definition | Typical Payout |
|---|---|---|
| Damage claim | Package delivered but contents damaged | Declared/actual value of damaged goods |
| Lost package claim | Package not delivered within defined timeframe | Declared/actual value of contents |
Filing Timelines
Both carriers have strict deadlines for filing claims:
| Carrier | Damage Claims | Lost Package Claims |
|---|---|---|
| UPS | Within 60 days of delivery | After 24 hours, within 60 days |
| FedEx | Within 60 days of ship date | After 5 days (Ground) / 24 hours (Express), within 60 days |
Missing these deadlines means the carrier can deny the claim outright, regardless of merit.
Required Documentation
Claims require specific evidence:
For Damage Claims
| Document | Required? | Notes |
|---|---|---|
| Claim form | Yes | Filed online or by phone |
| Photos of damage | Yes | Photos of product AND packaging |
| Original packaging | Yes | Must retain for carrier inspection |
| Proof of value | Yes | Invoice, receipt, or cost documentation |
| Repair estimate | If applicable | If item can be repaired rather than replaced |
For Lost Package Claims
| Document | Required? | Notes |
|---|---|---|
| Claim form | Yes | Filed online or by phone |
| Proof of value | Yes | Invoice, receipt, or cost documentation |
| Proof of shipment | Yes | Tracking number, shipping receipt |
| Recipient statement | Sometimes | Confirming non-receipt |
How to File a Claim
UPS Claims Process
- Go to ups.com → Support → File a Claim
- Enter tracking number and claim type
- Upload documentation
- UPS acknowledges within 5 business days
- Investigation may include package inspection
- Resolution typically within 8–15 business days
FedEx Claims Process
- Go to fedex.com → Support → File a Claim
- Enter tracking number and claim details
- Upload supporting documents
- FedEx acknowledges within 5–7 business days
- May request physical inspection of damaged goods
- Resolution typically within 5–10 business days
Understanding Payouts
Maximum Carrier Liability
| Item | UPS Maximum | FedEx Maximum |
|---|---|---|
| Default liability (no declared value) | $100 | $100 |
| With declared value | Up to $50,000 | Up to $50,000 |
| Items with reduced limits (jewelry, art) | $500 | $1,000 |
What’s Covered
- ✅ Actual value of goods (with proof)
- ✅ Shipping charges (transportation refund)
- ❌ Consequential damages (lost profits, lost customers)
- ❌ Sentimental value
- ❌ Items shipped in inadequate packaging
Common Denial Reasons
- Inadequate packaging: The most frequent reason for denial
- Filed too late: Outside the 60-day window
- Missing documentation: Incomplete proof of value
- Exclusion list item: Item was prohibited or restricted
- Pre-existing damage: Carrier claims item was damaged before pickup
How to Improve Claim Approval Rates
1. Document Everything
Take photos of both the packaging and contents before shipping high-value items. This provides evidence that the item was packed properly and undamaged at origin.
2. Package According to Carrier Guidelines
Follow the carrier’s published packaging standards (see our Packaging Requirements article). Claims for items packed below these standards will be denied.
3. File Immediately
Don’t wait — file within the first week. Early filing demonstrates urgency and gives the carrier more time to investigate while evidence is fresh.
4. Retain the Original Packaging
Never discard the original packaging after a damage claim. Both carriers may request physical inspection of the box and packing materials.
5. Use Declared Value for High-Value Items
Without declared value, your maximum recovery is $100 — regardless of the actual item value. The cost of declared value is minimal compared to the risk.
The Bottom Line
Damage and lost package claims are a normal part of shipping operations. The key to maximizing recovery is documentation, timeliness, and proper packaging. Establish a standard claims process in your operation — especially documentation protocols — before you need it.
ShipMint automates claims identification and filing. Upload one invoice to Instant Analysis to see your claims opportunities — free.