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UP

United States Postal & parcels

UPS customer service and complaints

Package delivery and shipping in the US and worldwide

Provisional entry Checked 3 Nov 2026 United Parcel Service, Inc.
1-800-742-5877 Support site

UPS delivers parcels for businesses and individuals. Most problems start with the 1-800-PICK-UPS line or the online claims tool, and refunds for lost or damaged parcels normally go to the shipper, so recipients often need the sender to claim.

Step one

Ways to contact UPS

Customer service (1-800-PICK-UPS) Primary

1-800-742-5877

Say "agent" or press 0 to reach a person, per third-party guides. Hours vary, check ups.com.

Call

Hearing impaired (TTY)

1-800-833-0056

Number listed by Elliott Advocacy.

Call

International shipping support

1-800-782-7892

Listed by multiple third-party guides for international claims.

Call

File a claim

UPS claims tool

You need the 1Z tracking number, a contents description and proof of value.

Open

UPS support centre

UPS support

Chat and email options are offered from the support page.

Open

Step two

How to complain about UPS

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Contact UPS with your tracking number

    As soon as you notice the problem

    Call 1-800-742-5877 or use the UPS support page. Have your 1Z tracking number, the delivery address and a description of the problem ready.

    Ask for a case or reference number.

    If you are the recipient, tell the sender too.

  2. 2

    Stage 2

    File a claim if the package is lost or damaged

    Promptly. UPS sets time limits, so check the claims page

    Use the UPS claims tool. You will need the tracking number, a description of the contents and proof of value such as an invoice. Take photos of damage and keep the packaging.

    Keep every document you upload.

    UPS typically credits approved refunds to the shipper's account, not the recipient.

  3. 3

    Stage 3

    Involve the shipper

    Right away

    If you did not ship the package, ask the sender or retailer to file the claim or to refund you. The sender is UPS's customer for the shipment.

    Send them the tracking number and photos.

    The retailer usually owes you a refund for an online order.

  4. 4

    Stage 4

    Appeal or follow up

    After the decision

    If a claim is denied or ignored, call UPS and ask for a review. Send extra evidence such as better proof of value or photos.

    Quote the claim number each time.

    Record dates and names for every contact.

  5. 5

    Stage 5

    Go outside UPS

    After UPS has had a fair chance

    If UPS and the seller will not fix it, consider a credit card dispute, your state attorney general's consumer protection office, the Better Business Bureau, or small claims court.

    Keep copies of every claim and reply.

    Check deadlines for card disputes, which can be short.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

CPUC California Public Utilities Commission California — multi-sector The California Public Utilities Commission regulates privately owned electric, natural gas, water, telecommunications and passenger transportation co… Make a complaint Details
NY PSC New York State Public Service Commission New York — multi-sector The New York State Public Service Commission regulates electric, natural gas, steam, water and telecommunications utilities across New York. Its cons… Make a complaint Details
PUCT Public Utility Commission of Texas Texas — multi-sector The Public Utility Commission of Texas regulates electric, telecommunications, water and sewer utilities in Texas. It oversees the state's compe… Make a complaint Details
FPSC Florida Public Service Commission Florida — multi-sector The Florida Public Service Commission regulates investor-owned electric, natural gas, water and telecommunications utilities in Florida. Its consumer… Make a complaint Details

Questions

UPS FAQ

What is the UPS customer service number?

Call 1-800-742-5877 (1-800-PICK-UPS). The TTY number listed by Elliott Advocacy is 1-800-833-0056. For international shipping support, third-party guides list 1-800-782-7892.

How do I file a UPS claim?

Use the UPS claims tool on ups.com or call customer service. You need the 1Z tracking number, a description of the contents and proof of value.

Who gets the refund from UPS, the sender or the recipient?

UPS typically credits approved refunds to the shipper's UPS account, so a recipient normally needs to go through the sender or retailer.

How long do I have to file a UPS claim?

UPS sets time limits that differ by claim type and service, and guides online give different figures. Check the UPS claims page for the current deadline and file as early as possible.

What if UPS denies my claim?

Ask for a review and send additional proof of value or photos. If that fails, consider a credit card dispute, your state attorney general's consumer office, the Better Business Bureau or small claims court.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

Keep going

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1-800-742-5877 Steps