Shipping is usually reliable, but no system is perfect. Every so often, a package goes missing or arrives damaged—and if it’s your product, purchase, or return, knowing how to respond quickly and correctly can protect your time and money. Whether you’re the sender or the recipient, here’s what to do if your package is lost or damaged in transit.
Step 1: Confirm Delivery Status
Before assuming a package is lost, double-check the tracking status:
Sometimes packages are marked “delivered” before they actually arrive, especially with USPS. It’s worth waiting 24–48 hours before escalating.
Step 2: Contact the Carrier
Once you’ve confirmed the package is missing or damaged, reach out to the appropriate carrier.
- USPS: Start a Missing Mail Search or file a Claim for Lost/Damaged Mail.
- UPS: File a Damage or Loss Claim.
- FedEx: Submit a Claim Online.
You’ll typically need:
- Tracking number
- Proof of value (invoice or receipt)
- Photos of damage (if applicable)
Claims are usually processed in 7–10 business days, though USPS may take longer, especially for First-Class Mail.
Step 3: Contact the Sender or Retailer (If You’re the Recipient)
If you’re receiving a package and it arrives damaged or doesn’t show up, contact the seller or retailer. Most will issue a refund or replacement and file a claim with the shipping provider on your behalf.
Be prepared to provide:
- Your order number
- Tracking info
- Clear photos of the damage or shipping label
Retailers like Amazon and Walmart have established systems for managing lost or damaged items.
Step 4: Review Your Insurance Coverage
Most carriers include up to $100 of insurance on services like USPS Priority Mail, UPS Ground, and FedEx Home Delivery. If the package exceeds that value, you’ll need to prove it and may need additional coverage.
For higher-value shipments or fragile items, consider using third-party insurance providers like:
Step 5: Prevent Future Issues
Once you’ve resolved the issue, take steps to avoid similar problems down the line:
- Use tracking with delivery confirmation on all shipments
- Pack items securely with enough padding and protection
- For high-value or fragile items, double-box and insure
- Print labels at home using Pirate Ship or Shippo to access discounted rates with built-in tracking and insurance
Bonus Tip: Save on Shipping Supplies with Cashback Tools
Repacking after a damage claim? Don’t overpay on new supplies. You can earn cashback with a Staples gift card or get rewards with an Office Depot gift card when restocking on boxes, tape, or labels using Fluz. Visit the Fluz homepage to explore more ways to save.
