Help and Support Center

<div id="nuanMessagingFrame"></div><div id="embeddedchat">
<script type="text/javascript">
var va_background='https://www.ups.com/assets/resources/images/Virtual_Assistant_Background_1200x350/VA_1200x350_Spring_2024_Image.jpg';
</script>
</div>

FAQ

Where's my package?

Tracking your package on UPS.com will give you the most up-to-date information about the status of your shipment. We've recently upgraded our online tracking experience, so now you have access to the same level of detail as our customer service agents. You can also click Get Updates while tracking your package to get shipment status alerts sent to you throughout your package's journey.

Track a Package

false
My shipment says “Out for Delivery.” What time will it be delivered?

Generally, our drivers can deliver as late as 9 p.m. During the holiday season, our drivers may deliver even later.

If we are unable to deliver a package that shows a status of "out for delivery," we’ll try another delivery on the next business day.

Not sure what your tracking status means? Here’s a list of common tracking statuses.

false
Why hasn’t my driver delivered my package yet?

If your driver left a UPS Delivery Notice, it's because their first attempt at delivering or picking up your package was unsuccessful. Here’s what to do next with your delivery notice.

If they didn't leave a delivery notice, it's because they need more information on how to deliver it. You can log into UPS My Choice® to provide them the info they need to get your package to you.

false
How do I change a delivery I'm receiving?

You can make a delivery change to a package by logging in and using UPS My Choice® or make a one-time change as a guest.

Changing a delivery with UPS My Choice can be done in three easy steps:

  1. Open Your Dashboard: Log into My Choice to view your dashboard.
  2. Select Your Package: Select Delivery Options. If you odn't see "Delivery Options," that means the shipper has restricted this option*.
  3. Follow the Prompts: Reroute your package to a different location or change the delivery date.

Don't have My Choice? Make a one-time change by following the steps below.

  1. Track your package.
  2. Click "Change My Delivery."
  3. Check your email for the temporary passcode that will allow you to make the change.

*Sometimes, shippers restrict change delivery options based on package contents.

false
How do I change a delivery I’ve sent?

Using UPS Delivery Intercept®, you can request delivery changes for a package you sent before we try and make the first delivery attempt. Delivery intercept offers a few different options to have the delivery updated:

  • Request the package be returned to you.
  • Redirect the package to another address.
  • Reschedule the delivery for another day.
  • Request the package be held for pickup by the recipient.

Please note: A UPS intercept request can be canceled or changed before it’s been completed. Fees may apply for all types of requests, however, you’ll only be charged if the request is completed.

false
I won’t be home. Can I put a hold on my deliveries?

You can use My Choice to request a hold on your deliveries in a few different ways:

  • We can hold onto your package and deliver it once you’re back in town.
  • You can request we leave your package with a neighbor.
  • We can reroute your package to another address, in certain cases.
  • You can request we hold onto your package for you to pick up at a UPS location.

Don't have My Choice?  Sign up for free.

false
tabSection
true
category
horizontal
content
Shipping and Tracking
My package says it was delivered, but I can’t find it. Where is it?

Your driver will try to leave your package out of plain sight to protect it.

Check exterior doors and places like porches, back patios or garages. Also check with anyone who may have picked up your package, like a neighbor.

If you still can’t find it, we encourage opening a loss investigation within 30 days of the expected delivery date.

Open a Missing Package Claim

false
What do I do if my package was delivered damaged?

If your package was damaged during its delivery, we encourage starting a damage claim within 30 days of receiving the package in question.

Open a Damage Claim

false
What documents will I need to submit to support my claim?

All claims will require some documentation to help us provide an accurate resolution.

Items such as receipts, invoices and purchase orders can help identify merchandise. Attaching photos of damaged packages is also encouraged for damage claims.

Without enough supporting documentation, the processing of your claim could be delayed or denied altogether.

false
Why can’t I submit my claim on UPS.com?

Shipper Restriction

  • The shipper of your package has a restriction on the account, which doesn’t allow recipients or third parties to begin the claim process. Contact the shipper for further assistance.

Account Authentication

  • Your account hasn’t been authenticated to us yet, so we can’t allow the claims process to be started. To authenticate your account:

    • Select Payment Options in the upper right-hand corner. Next, select Existing Account from the Add Payment Method dropdown. Finally, select Add and follow the prompts to add an account number.
    • If you’re a CampusShip or Quantum View user, contact your sales representative to add your account number(s).

Surepost Packages

  • Claims on Surepost packages are accepted on packages that have been delivered by us. However, once the exception scan that indicates the package has been handed over to the Post Office is recorded, claims are no longer accepted.

Release Packages

  • Packages that you’ve chosen for our driver to release (releasing to your address requiring a signature or choosing to release a package to your apartment building through your My Choice account) are not eligible to be submitted for claims.

Past Liability

  • Submitting a claim has to be taken care of within a timely manner of delivery. The timeframe for submitting claims varies by country.

Current Investigation Open

  • You can’t submit a claim because one is already open regarding your issue.
false
What does my claims status mean?
  • Claim Issued: The claim was issued and paperwork was sent to the shipper. If you're the shipper, payment documents are required. Select View Details from the claims dashboard and select upload payment documents.
  • Shipment Inspection Scheduled: UPS has scheduled an inspection of the damaged package. Updates to the inspection status will be on your dashboard as they become available.
  • Claim Reported – Supporting Document(s) Received: Your submitted documents or photos have been successfully uploaded to your claim.
  • Claim Review in Progress: Your claim is being reviewed by our claims department.
  • Claim Review Complete: Your claim investigation has been completed, and the results of the investigation are forthcoming.
  • Claim Not Approved – Insufficient Merchandise Description: UPS needs a detailed merchandise description to complete the investigation. You'll see an icon in the dashboard alerting you that further action needed.
  • Claim Not Approved – Unable to Contact Receiver: UPS needs accurate receiver contact information to complete the investigation. You'll see an icon in the dashboard alerting you that further action is needed.
  • Payment Has Been Processed for Your Claim: Payment details are available on the dashboard to the authenticated shipper or shipper’s appointed representative.
false
tabSection
true
category
horizontal
content
Lost or Damaged Packages
What do I need to enroll in the billing center?

If you already receive invoices from us but are not yet enrolled in the UPS Billing Center, you will need to have an invoice from the last 45 days. As part of enrollment, you will be asked to enter several pieces of information found on the invoice, including:

  • Account Number
  • Invoice Number
  • Amount Due
  • Invoice Date

Make sure to enter each value exactly as shown on the invoice. Once you’ve done so, you will be enrolled and have access to the Billing Center.

If you do not currently receive invoices from UPS, you will first need to create a UPS.com username and open a payment account. If you already have a username, you can go directly to the open a payment account step.

Enroll Now
Get a UPS.com Username
Add a Payment Method

false
How do I find and view an invoice?

Once you've logged into the Billing Center, select either My Account Invoices or My Plan Invoices.

All your details are organized in a table view, with sortable column headers, search functionality, and filtering capabilities to find what you’re looking for.

Use the Search, Filter, and Calendar functions to narrow down your search. Click the column headers to sort by column as well.

To print or download, select the option from the Actions menu in the right-hand column.

false
Why can’t I pay my bill through the UPS Billing Center?

If you have (A) a 10-digit temporary account number or (B) a Trade Direct invoice, you won’t be able to pay your bill in the Billing Center.

Please call the number on your invoice to pay your bill over the phone.

false
I don’t understand a charge on my bill. What do I do?

The most efficient way to dispute charges is by logging into the Billing Center and selecting Help and Support Center for detailed instructions.

If you have a paper bill or a 10-digit account number, call the phone number on your invoice. If you don’t have an invoice, call 1-800-811-1648 for domestic billing support or 1-866-493-7140 for import billing support.

false
How do I update an expired payment card?

If you pay your bills using your digital wallet in the Billing Center, you can easily update the expiration date on any payment card by selecting Edit below your expired card while you’re in the grid view of your wallet. Alternatively, if you’re viewing your wallet in a list, find the card you want to update and select Edit under the Actions column.

If you’re not using the Billing Center and are looking to update a payment card you have associated to your shipping account, you can find your card details within the accounts and payment options section of your UPS.com profile. There you can choose the payment method to update by selecting Edit under the Actions column.

Update Payment Methods in Your Profile

false
tabSection
true
category
horizontal
content
Billing
Are my UPS username and account the same thing?

Great question! No, your UPS username and UPS account number aren’t the same.

Your username is your login that will give you access to your customized tracking dashboard and shipment history.

Your account number is a unique six-digit number used to identify your UPS account.

false
Do I need a UPS account to ship?

No, you don’t need an account to ship with UPS. You can create a one-time shipment and pay each time you ship, no questions asked.

However, with your UPS account you’ll gain access to potential shipping discounts and a more streamlined shipping process with tools like stored payment methods, address books and online billing.

false
How do I open a UPS account?

Setting up your UPS account is easy and only takes a few minutes. Just answer a few questions and you'll be off and running.

Note: you’ll need to be logged in with your username in order to add an account to your UPS profile. Don’t have a username? Not a problem – we’ll help you sign up for one prior to adding your account.

You can get started here.

false
How do I reset my password or find my username?

To set a new password, enter your username and email address here and we’ll get you on your way.

To recover your username, enter your username here and we'll send you a reminder.

false
I don’t have access to the email address or phone number associated with my username. Now what?
These are the only methods available to reset your password. You’ll need to create a new username.
false
tabSection
true
category
horizontal
content
Account and Password
Customer Service

If you have a non-urgent request, we can dig into it for you.

Hours: Monday-Friday 6 AM to 1 AM ET, and Saturday 8 AM to 8 PM ET
1-800-742-5877

For the Hearing Impaired
1-800-833-0056

false
International Shipping Support
Hours: 24/7
1-800-782-7892
false
Technical Support
Hours: M - F, 7:30 a.m. - 9 p.m. EST
Weekends, 9 a.m. - 8 p.m. EST
1-877-289-6418
false
Freight Support

Less Than Truckload (more than 150 lbs)
1-800-333-7400

Truckload (more than 12,000 lbs)
1-888-682-4652

Air Freight (more than 150 lbs)
1-800-443-6379

Ocean Freight
1-800-350-8440

false
Billing Support

Domestic Billing Support
1-800-811-1648

Import Billing Support
1-866-493-7140

false
tabSection
true
category
horizontal
content
Additional Contacts

Support Resources