What to Do If Your Package Arrived Damaged
Although carriers do everything possible to deliver packages safely to their destinations, sometimes packages arrive damaged. Is there anything you can do in such a case? As a matter of fact, yes: you can file a claim to get compensated. The process is similar for all major carriers, but there are some differences you should know about.
To ensure you are compensated for a damaged package, do not throw anything away and file your claim as soon as possible. Most carriers request that you keep the original packaging and items until your claim is resolved. Ideally, you should file your claim immediately. If you file later, make sure you file before the deadline, which is 60 days after the mailing date for USPS and 60 days after the scheduled delivery date for UPS.
Document everything: the more information about the package and evidence of damage you provide, the higher your chance of proper compensation. You will typically need the tracking number (found on the shipping label or mailing receipt), proof of damage (photos), proof of insurance, and proof of value.
The photos must clearly show the extent of the damage to the package and its contents. For example, UPS requires seven photos: one of the damaged item, one of the damaged item inside the box, one of the packaging material, one of the shipping label with the tracking number, one of the box manufacturer’s certificate, and two photos showing all six sides of the parcel (the top and two sides, and the bottom and two sides).
As for proof of insurance, a photo or electronic copy of the mailing receipt or shipping label is usually enough as long as you used a shipping service that includes insurance, which most shipping services do. If you purchased additional insurance, you should provide the corresponding receipt. Possible proofs of value include a sales receipt, paid invoice, or credit card billing statement. USPS may also require you to provide an estimate of the repair costs from a reputable dealer.
Once you have gathered all the necessary supporting documentation, you can file your claim online. In order to file a damage claim with USPS, you need a USPS.com account. If you cannot file a claim online, call the USPS National Materials Customer Service at 1-800-332-0317. Request a Domestic Claim Form, fill it out, and mail it to the address on the form. Don’t forget to include proof of damage, value, and insurance. With UPS, you can file your claim from your UPS.com account if you’re the shipper. If you are the recipient, it’s easier to file a claim online as a guest.
The carrier will review your claim and get back to you. You can track your claim status in your USPS.com or UPS.com account. Since some notifications (e.g., requests for additional information) can be time-sensitive, check for updates regularly. You may be asked to bring your package to the nearest post office or authorized UPS location for inspection, which is why you should hold on to the packaging and damaged items. However, this is not always the case.
If your claim is approved, the carrier will compensate you for the damage based on the item’s value and the amount of your insurance. With USPS, both the sender and the recipient may file a damage claim. USPS issues payment to the sender by default because the sender is considered the USPS customer who purchased the postage and insurance. However, if the recipient files and is approved, USPS can compensate the recipient directly, provided that the claim is filed in the recipient’s name and all supporting documentation is provided. UPS compensates the sender. If you are the recipient, you should contact the sender once the claim is approved to request money or a replacement item.