How to file a UPS claim in Canada

UPS claim deadlines in Canada

How to file a UPS claim

1. Find the tracking number. Tracing a missing parcel isn’t the same as filing a claim, so a trace alone doesn’t stop the clock.
2. Go to UPS’s File a Claim page and choose Start a Claim if you shipped it from your own UPS account, or File a Claim as a Guest if you’re the recipient or used someone else’s account.
3. Give the shipment details: both addresses, the ship date, the weight, the tracking number and what you’re claiming.
4. Upload the invoice for the goods and photos of any damage, and add serial numbers for electronics worth more than $500.

UPS also accepts written claims by mail to its Claims Department in Moncton, New Brunswick.

What UPS asks for

• A copy of the original shipping document
• The original invoice for the goods, to show their value
• An invoice for the replacement or repair cost you’re claiming
• For damage, the original packaging and the item, kept until UPS has had a chance to inspect them

How much UPS pays

Every parcel is covered against loss or damage up to $100. A shipper can declare a higher value when the label is made, for an extra charge, up to $50,000 a package; lower caps apply to parcels left in a UPS drop box, jewellery, and gift cards. UPS pays the value of the loss up to the declared value, and it doesn’t cover consequential losses such as a missed sale.

Some goods aren’t covered at all:

• Anything UPS prohibits, even if a value was declared
• Goods UPS only takes with pre-approval, such as antiques, artwork, ceramics, glass and crystal, which travel at the shipper’s risk
• Damage caused by poor packing, or by heat or cold to perishable goods
• Parcels the shipper or recipient told the driver to leave without a signature

How long a UPS claim takes

UPS says that unless more investigation is needed, a claim is typically resolved in 8 to 15 business days, and payment goes to the shipper about 3 to 5 days after UPS has the payment documents.

If you bought the label through a shipping platform

UPS’s terms define the shipper as the party holding the UPS account the label was made on, and say that someone using another party’s account isn’t the shipper. Payments go to the address on file for the shipper of record. So when you buy UPS labels through a platform, the platform is the shipper of record; you can open a guest claim, but the money and the paperwork requests go to the platform.

In practice, file through the platform that sold you the label. With ProtonShip, that’s the shipment page in your account, and we submit the claim and follow it up. How claims work at ProtonShip

If tracking says delivered but the parcel isn’t there

UPS suggests checking around the outside doors, the porch, back patio or garage, and with neighbours or anyone who might have taken it in. If it still doesn’t turn up, the recipient should contact the seller, who starts the claim.