How to file a claim with usps

Submit an Inquiry Online

If you sent a package from the U.S. to a foreign country and it was missing contents, damaged, or lost, you may be able to file an international claim for the insured value of the package:

  • International claims are different from domestic claims—they have to be coordinated with foreign postal administrations.
  • Only the U.S. sender can start an online inquiry to begin an international claim.

How to file a claim with usps

Alert: USPS can no longer accept or deliver international mail to several countries due to COVID-19 service impacts. See all countries with temporary service and guaranteed-delivery suspensions. Read More

COVID-19 Return to Sender Postage Refunds

How to Request a Postage Refund

If you sent a package out of the U.S. and it was returned due to a COVID-19 service suspension (with the pink label shown here), please read carefully to learn what you can do to get a refund:

  • If you bought the postage directly from USPS (like at a Post Officeв„ў location, with Click-N-ShipВ® service, or using a postage meter), please bring your package to your local Post Office for a refund.
  • If you bought postage from a third-party PC PostageВ® vendor, (like Stamps.com, EasyPost, Endicia, Pitney Bowes, Ebay, or PayPal), please follow instructions provided by your vendor. For more refund information, visit PostalPro.

If your package is damaged or has missing contents, please see the “Receiving Damaged International Shipments” section.

How It Works

  1. Check filing periods for each international mail service.
  2. Gather your documents including your 13-digit tracking number and other supporting documentation.
  3. Click “Create an Inquiry,” log in to your USPS.com account, and complete the online form.
    NOTE: If any required documents are not included, you will be unable to submit your inquiry.

How to File a Claim

Step 1: Check Filing Periods

Each international mail service has a different filing period. The filing period is based on the mailing date on your receipt.

Filing a Claim for Lost Mail or Packages

Inquiries cannot be processed online. Call 1-800-222-1811.

Customers will need a 10-digit GXG tracking number which starts with either “82” or “83” and the GXG Air Waybill (PS Form 11FGG1) as evidence of mailing.

Online inquiries can only be initiated by the U.S. sender.

3–90 days to submit an inquiry for loss, damaged, or missing contents

Online inquiries can only be initiated by the U.S. sender

Online inquiries can only be initiated by the U.S. sender

Inquiries are not accepted for ordinary letters sent without Registered Mail service.

Inquiries cannot be processed online for ordinary parcels sent without Registered Mail service.

Step 2: Gather Your Documents

You’ll need to include all of the required documentation to submit your inquiry. Save all your evidence documents until your claim is resolved.

Tracking or Label Number

Include the 13-digit USPS TrackingВ® or label number that appears on the receipt beginning with EA-EZ, CA-CZ, HC-HZ, or RA-RZ and ending in US.

Sender’s & Recipient’s Contact Information

Have these basic contact details for the sender and recipient:

  • Name
  • Mailing Address
  • Phone Number
  • Email

Mailing Information

Be ready to provide these mailing details:

  • Date
  • Weight
  • Postage paid
  • Additional fees (if applicable)
  • A description of contents

Proof of Mailing

Any of these can be used to show proof of mailing:

  • Mailing label
  • Customs form
  • Printouts of the online transaction
  • Post Office ™ shipping receipt

Proof of Value

Any of these can be used to show proof of value:

  • Sales receipt
  • Invoice or bill of sale
  • Copy of canceled check or money order
  • Credit card billing receipt
  • Statement of value from a reputable dealer
  • Estimates of repair costs from a reputable dealer
  • Printout of the online transaction

Step 3: Create an Inquiry

When you’re ready to start your inquiry, log in to your USPS.com account, and complete the online form.

Claim Status & Results

  • If your inquiry is eligible for a claim, you will be notified via email: “Claim Sent for Review.”
  • After our claims department processes your claim, you’ll receive an email with the claim results.

Receiving Damaged International Shipments

You must immediately present the article, mailing container, wrapping, packaging, and any other contents received in damaged condition and/or with missing contents to a Post Office for inspection. The Post Office will verify the damage and give you a PS Form 3831, Receipt for Article(s) Damaged in Mails, for your files.

In addition, it is recommended you contact the foreign sender and ask the sender to file an inquiry with the postal administration from where the item was mailed. All claims for inbound items that are lost, or are delivered to the addressee in damaged condition or with missing contents are payable to the sender, unless the sender waives the right to payment, in writing, in favor of the addressee.

Proof of Damage

These items will help prove the damage to your incoming shipment:

  • Document(s) supporting damage from U.S. mailer
  • Document(s) supporting damage from foreign addressee
  • Receipt of article(s) damaged in the mail
  • Photos of the damage
  • Description and value of contents

Additional Resources

Get complete details regarding the international inquiry and international claims processes, including appeals in the International Mail Manual (IMM ® ).

Check USPS Claim Status is the last activity after filing a claim. United State Postal service facilitate their customer to check the status of their Mail insurance claim. It helps you to get the latest progress of your request. But all the Mail service didn’t have this facility. The time frame for filing a claim if differ from service to service. This service is available for the following users.

  1. Domestic Mail
  2. International Mail

Check USPS Domestic Claim Status

This service available for the domestic user to check the progress of their appeal. Domestic Customer can check status in following way-

  1. You cancheck the status on USPS Portal if you did file the claim online by Signing into to your Account Click here– Use “Claims History” tab to assess your status of your claim.
  2. You can contact the Accounting service Desk 866-974-2733. Timing, Monday to Friday from 8:00am to 8:00pm ET (7:00am to 7:00pm CST).
    • You need to provide the following Information.
      • Name
      • Tracking Number
      • Original Mailing date

Check USPS International claim Status

United State Postal service facilitate their International Customer to track the progress of International claim request online. International customer can track their request in following ways-

Check the Status of the International claim by calling Customer care

You can Call the Customer Care service by Dialing the 1-800-222-1811. You need to give them following information.

  1. Name
  2. Tracking Number

Check the Status of the International claim Online

Log in into your USPS account and submit your tracking number to get the status. Click here

Contacting to Accounting Helpdesk

Call the Accounting Helpdesk at 1-866-974-2733 from Monday to Friday from 8:00 am to 8:00 pm ET (7:00 am to 7:00 pm CT).

How to file a claim with usps

How to File Complaints With the US Postal Service

Complaints against a U.S. Postal Service (USPS) employee are easily filed online at the USPS website. If your business is experiencing a delivery issue or has a concern regarding customer service, the email service or a telephone call offer a convenient way to discuss the problem. For more serious concerns, such as potential theft or fraud, the USPS Office of the Inspector General takes the lead. The inspection service can also be contacted online.

Talk to Your Carrier

Postal routes are handled by a regular carrier most days of the week and a substitute for some Saturdays and to cover the regular carrier’s vacation days. If you have a complaint that leans more toward a request, such as that mail be left at a different location within your business, flag the carrier the next time she stops by and explain your request. As long it does not interfere with the execution of duties or violate postal code, the carrier may be able to accommodate you. A regular carrier can also discuss delivery issues with her substitute, so feel free to reach out to your normal carrier if your Saturday delivery schedule is a problem. For more serious problems, take your complaint to the next level.

Online Complaints

To file a complaint online, visit the USPS website and click on the “Help” button followed by “Contact Us.” Click “Customer Service” followed by “Email Your Question.” For concerns about employees, select the “Personnel” tab and select the employee type, such as letter carrier, clerk or supervisor and “Continue.” In the provided form, add details about the employee and the situation. Blanks allow you to list the date of an incident and details about the situation. Add the contact information for your business on the next page. All of your entries are presented for review on the final screen before submitting. If you see an error, you can edit the form. Otherwise, submit and wait for a return email. These communications are forwarded to a supervisor at your local post office for review and response.

Contact the Local Post Office

Reaching out to your local post office is an excellent way to touch base with a direct supervisor. At some post offices, the postmaster directly supervises both carriers and the front counter. Larger units sometimes have a delivery supervisor who then reports to the postmaster. When you call the local unit, tell the employee who answers the phone that you want to speak to a supervisor regarding a carrier complaint. This will ensure you are connected to the appropriate person.

Explain your complaint clearly and how the problem impacts your business. The supervisor will then discuss the problem with the carrier and find a solution. If the problem persists, call the office back and let the supervisor know. Having trouble finding the right phone number? Call 1-800-275-8777 to get contact details for the post office that services your business.

Criminal Complaints

More serious concerns, such as theft or fraud, should be escalated above the local post office. Two agencies oversee the post office for criminal issues, such as the theft of mail by carriers, employees or contractors. The USPS Office of the Inspector General investigates allegations of fraud, waste and misconduct. Complaints can be submitted by both employees of the USPS and consumers. To file a report, visit OIG website and click on “Contact Us.” Select the appropriate complaint under the “I Need to Report” section.

When a parcel sent via the United States Postal Service gets lost in transit, customers and businesses can find themselves out of money and valuable goods. Luckily, if the missing mail was sent using one of USPS’s insured services, both senders and receivers are eligible to file a claim for a full refund — so long as you meet specific criteria.

Before you file a claim, however, there are a few other avenues to explore when it comes to locating the missing mail. First, you should track your package to see where your package is. In some rare cases, packages may show “delivered” but could take another 24 hours.

If it’s been over 24 hours and still no package, you’ve got a few options:

  • Complete the USPS help request form: This initates a search at your local post office branch, where they may be able to locate the package and deliver it to you.
  • Submit a missing mail search request: If your missing package isn’t located within a week, you can then escalate the issue by submitting a missing mail request via the USPS website.
  • File for a refund or insurance claim: If all else fails, you can file a claim for a refund. However, you’ll have to have used a USPS insured mail service either purchased separately or included in your Priority Mail Express or Registered Mail service to do this.

Here’s how to report a missing package, file a claim, and submit a refund request with USPS.

How to complete the USPS help request form

1. Visit the Help Request Form site.

2. Fill in the information requested, including the item’s tracking number. You should be able to find the tracking number on the post office receipt or shipping confirmation email.

3. In the pop-up that appears, fill in the requested fields, including the type of USPS service used, the type and class of mail, the contents, the value, and any additional information you may have.

4. Once all fields are completed, click “Next.”

5. Fill in the name and address of both the sender of the missing package and the recipient.

6. Select “Next.”

7. On the following page, fill in your name and address regardless of whether you’re the shipper or receiver.

8. Choose the way you would like USPS to contact you.

9. Select “Finish” to submit your request. The USPS will forward this to your local post office.

How to submit a USPS missing mail search request

If your package hasn’t arrived in a week, you can submit a missing mail search request. To do this, you’ll need to sign up for a USPS account or log in if you already have one. Once logged in, head to the Missing Mail section of the USPS website with the following information available to initiate your package search:

  • The address of both the sender and recipient
  • The size and type of the box or shipping container
  • A full description of the package’s contents, including size, brand, model, or other applicable info
  • Identifying information about your package, including the tracking number, Click-N-Ship label receipts, or the mailing date printed on your receipt

1. In the fields provided, fill in the requested information, including your tracking number, the mailing date and service type, whether or not your mail was insured, the address to which the mail should be sent if located, and the mail’s contents.

2. At the bottom of the page, read the Missing Mail Search Disclaimer and click the box to confirm you understand and accept the terms as outlined.

3. Click “Verify address” before reviewing the information shown on the following page and clicking “Submit.”

If your package is located, it will be sent to the address you chose while submitting the search request. Here’s how to initiate your missing mail search.

How to file a refund or insurance claim

If you used Priority Mail Express service, you may be able to request a refund. Otherwise, if your mail or package was insured, you can file an insurance claim.

Generally speaking, USPS makes claim decisions within 5 to 10 days. The sender or receiver can file the claim, but it must be submitted within 60 days of the shipping date. It should also be noted that you cannot file a claim until a certain amount of time has passed based on the service you use, per the USPS guidelines.

1. Before you begin the digital filing process, you’ll need to gather your documentation. This includes tracking numbers, proof of insurance, and proof of value.

Note: How you provide these will differ depending on your package’s contents. For instance, you may provide sales receipts or invoices, credit card billing statements, printouts of online transactions.

2. After logging into your USPS account, you can go to the File a Domestic Claim page and enter your tracking number to begin a search.

3. Enter the information requested, including package contents, shipper and receiver address, service used, and other details.

You can file an insurance claim for loss or damage in the event that your insured package is not delivered in good condition or isn’t delivered at all.

When it comes to shipping, there might be times when deliveries do not go as planned. That is why insurance is automatically included from USPS when you ship your important, valuable, or irreplaceable items using select USPS services.

If these qualifying shipments are not delivered or are damaged in the process, you will need to file a claim with USPS.

USPS is a separate entity from ShippingEasy.

You will need to create or login to your USPS account. Then, you will file a claim directly with them. Go to USPS.com to get started.

If you have purchased additional insurance via ShippingEasy, you will need to file a claim with our insurance partner, Shipsurance. Learn how to file a claim with Shipsurance.

To file a claim with USPS:

Gather these documents:
  • The tracking number.
  • The label PDF. Learn how to obtain a PDF when using ConnectEasy.
  • Proof of purchase, which you can find on Stamps.com. Learn how to obtain your Stamps proof of purchase.
Adhere to the following timeframe for filing a claim:
  • For domestic shipments:
    • Insured Mail (includes Priority Mail) – 15 to 60 days
    • Priority Mail Express – 7 to 60 days
    • APO/FPO/DPO Priority Mail Express – 21 to 180 days
    • APO/FPO/DPO Insured – 45 days to 1 year
    • Damaged or missing contents claims can be filed immediately and must be filed no later than 60 days from the date of mailing.
  • For international shipments, claims must be filed within the following time limits:
    • Priority Mail Express International – 3 to 90 days
    • Priority Mail Express International with Guarantee – 3 to 30 days
    • Priority Mail International – 7 days to 6 months
    • Registered Mail Service – 7 days to 6 months
  • For damage claims, you are required to hold onto the damaged property until the claim has reached a resolution. Failure to do so will result in denial of the claim.
Submit the claim online, by phone, or in-person:
  • File domestic claims online by visiting USPS.com.
  • File an international claim with USPS by calling the International Inquiry Center at 1-800-222-1811 to get started.
  • If you prefer, go directly to your local post office and ask to speak with a supervisor about filing a claim. You may be asked to verify that you are in fact the owner of the business listed as the addressee on your shipments.
For a visual walkthrough of this process, watch USPS’ video guide to filing a domestic claim:

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How to file a claim with usps

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For general information, how-to steps, or to learn more about USPS products and services, check our FAQs. The most common questions have to do with tracking packages or delayed delivery.

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Expect longer wait times to talk to a representative now through February. –>

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Individuals who are deaf, hard of hearing, deaf-blind, or have speech impairments can communicate with USPS by using the Federal Relay’s TTY services. Connect with the Federal Relay using the following toll-free numbers:

  • 1-800-877-8339 – TTY/ASCII for persons with hearing and speech impairments
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For more details and a full list of TTY services, go to Federal Relay TTY.

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The Technical Support team can help when a website application or form doesn’t work properly. If you have trouble using one of the following, please give us a call.

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If you need help with your Informed Delivery service, please email Informed Delivery User Support.

Domestic & International USPS Tracking

To see the most recent status of your packages, enter your tracking number in any search box on USPS.com.

NOTE: The tracking information available to customer service representatives is the same information you will see on USPS Tracking ® . If you’d like to speak with a representative about another issue with your package, please call us.

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To get help with stamps or other USPS merchandise, please see the following resources:

Stamps & Postal Store Orders

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Hours of Operation
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How to file a claim with usps

Is your USPS package damaged, lost, or missing? If so, you might be covered with insurance! You can file a USPS insurance claim on the USPS website, but you’ll need to double-check to make sure your package includes coverage first. All domestic Priority Mail services include $50 of insurance at the Post Office, and $100 of insurance when you buy postage with online shipping software.

Either the Sender or the Recipient Can File a USPS Insurance Claim

USPS insurance claims aren’t limited to only the sender; the recipient can also file one, too. In any case, here are the steps to follow:

  • Visit the Claims landing page on USPS’ website (or create an account if you don’t have one yet)
  • Scroll down to the bottom and click “Start Online Claim”
  • Make sure to assemble everything you need:
    • The tracking number
    • Evidence of purchased insurance (a printout of your label, photos of the outer packaging with the label showing the service and recipient & sender’s names)
    • Proof of value (a sales receipt, an invoice, credit card billing statement, printouts of the transaction containing evidence of the recipient’s name, date of purchase, description of the items, etc)
    • Proof of damage (photos of the outer packaging and of the damaged contents)
  • If USPS approves your claim, they will mail you a check

Pro Tip: Do NOT re-ship the damaged package under any circumstance! This will void any claim you have to receive USPS insurance.

You Don’t Have USPS Insurance If You Shipped First Class Package or Parcel Select/Retail Ground

Here’s the kicker. We often get people asking us how they can file an insurance claim for a damaged or lost package they sent either First Class Package or Parcel Select Ground (Retail Ground at the Post Office). In those particular cases, they can’t file a USPS insurance claim because those mail classes don’t come with insurance. Sorry! That’s why we always recommend protecting your packages with shipping insurance, no matter what mail class you ship in.

How to file a claim with usps

Does USPS pay insurance claims?

How long does it take to receive payment for an insurance claim? After receiving a completed online claim that includes all required supporting documentation for a payable claim, the Postal Service generally pays the claim within 5–7 business days.

Can I file a damage claim with USPS without insurance?

If your delivery wasn’t insured, you can’t file a claim, but you can initiate a missing mail search. From here, you can track your package, and its current status or submit a help request form. You’ll receive periodic updates on the search status, but there are no guarantees that your shipment will be recovered.

What happens when you file a claim with USPS?

Your claim may be completely approved or approved in part. After your claim is approved, you should receive payment for the claim amount in 7-10 business days. USPS does not pay a claim higher than an item’s actual value.

What does USPS insurance cover?

Insurance provides coverage of up to $5,000 for merchandise that is lost, damaged, or with missing contents in the custody of the United States Postal Service®. (Registered Mail™ with insurance has a liability limit of $50,000.) Customers can purchase insurance at a local Post Office™ or online.

Who files USPS insurance claim?

Technically, either the recipient or the sender can file an insurance claim with the USPS. Whoever does it will need a copy of the postal receipt and a receipt that shows the value of the item… but either party can file a claim.

How does USPS refund a claim?

The quickest was to get a refund is to submit a request online or simply take your customer copy of the Priority Mail Express® label to your local Post Office and complete a PS Form 3533, Application and Voucher for Refund of Postage and Fees. Once verified, your refund will be paid by cash or a no-fee money order.

Does USPS reimburse for lost packages?

What does a USPS Claim cover? If your delivery were insured, USPS’s claim process would cover the costs of shipping and the package value, up to the amount specified. If you did not have insurance, but a Missing Mail Search determined your delivery is lost or damaged, a claim will cover the cost of shipping.

Who is responsible for lost USPS package?

The seller does. The customer is entitled to receive their purchase from you. If they do not then you have to provide a full refund or at the very least(not recommended) a replacement. It should be noted that if the package was shipped using Priority Mail, then it includes $50 worth of insurance from the start.

When should I file a claim with USPS?

The USPS recommends filing claims immediately when damage or partial loss occurs. For lost shipments, most Priority Mail claims must be filed within 15 – 60 days from the date of mailing.

How are USPS insurance claims paid?

Once USPS has approved your claim, you will receive an email notifying you. You should then receive a check for the claim amount via mail within 7 to 10 business days. Shipment insurance is included with many USPS services. …

What to do if USPS says package was delivered but it wasn t?

You should contact them today or sometime early this week to officially put them on notice and let them know that your package was never delivered providing them with the tracking number. Just dial 1-800-ASK-USPS or contact your local Post Office.

What do I do when USPS says delivered but not?

Contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day’s delivery.

How much is $1000 USPS?

Value up to $50 is $1.65. $50.01 to $100 is $2.05. $100.01 to $200 is $2.45. $200.01 to $300 is $4.60.

How long before a package is considered lost USPS?

Missing Mail Definition

Missing Mail is mail that has not been delivered by the expected delivery date. This applies to packages that are undelivered, lost, or late. If it has been lost, late or missing for 7 days or more, you can: Go to Find Missing Mail for additional information.