How Do I Let UPS Know About My Missing Delivery?

If your UPS delivery does not arrive in time it can be a huge inconvenience. However, you can replace the missing package or get a refund for the missing delivery with these helpful tips.

Jeff Whelpley is the editor / author responsible for this content.
Nov 6, 2019

If your UPS delivery does not arrive in time it can be a huge inconvenience. However, you can replace the missing package or get a refund for the missing delivery.

UPS has different terms and conditions for missing deliveries depending on whether you are the person receiving the package or the one delivering it.

Stolen and lost packages are treated differently by UPS. The company does not take responsibility for packages that were delivered but subsequently stolen. On the contrary, they will help law enforcement with the investigation into the missing package.

If your UPS package goes missing and you decide to pursue the issue with UPS, then you have to be sure that it is missing.

If the package was delivered by the UPS driver, the package's tracking status on the UPS website will show that it was delivered. The delivery status means one of two things. You either signed a release form allowing the UPS driver to leave the package unattended or the driver found a secure location where he/she could leave the package.

If the driver could not leave the package, the tracking status will show that a UPS InfoNotice was left on your door. If you don't find the InfoNotice, then the package will be lost or misplaced.

The first step is to contact the shipper and UPS will work with them to find the package. If the package is lost you can either get a replacement or a refund.

If you received a UPS InfoNotice, the notice will have more information about the state of the package. The UPS driver will tell you why they did not leave the package and where you can get it.

The driver will often direct you to a UPS Access Point where you can collect your delivery. You can also sign the UPS InfoNotice and place it outside your door for the driver to try re-delivering the package.

Contact UPS

If the package is indeed lost, you can contact UPS directly and notify them of the missing delivery. You can use any if the following methods to contact UPS directly:


You can contact UPS directly by either calling their customer service number or their online shipping and tracking phone number both of which can be acquired from GetHuman. You will find the exact numbers and the time that the lines are available for contact. The phone numbers are a great way to contact customer care as they have minimal wait time and involve having a conversation with a UPS customer service agent. It is one of the most effective ways to report a missing delivery to UPS. The manner in which you act on the phone call will go a long way in resolving the dispute.


Sending UPS customer service an email to report a missing delivery is another option. Emails are quick to write and send. However, do not expect a reply from UPS in less than 54 hours. UPS can reply to the email at any time of day or night. Include as much detail about the order in the email. You can retrieve the UPS customer service email address fromGetHuman.

Live Chat

You can report a missing delivery to UPS through their live chat facility. The live chat is the fastest way to contact UPS customer service as you only have to wait for 3 minutes to get a response from a live agent from a UPS agent. Have the requisite information ready before initiating the chat. The live chat is available on Monday to Friday from 8am to 8pm EST. The link to the live chat can be obtained from GetHuman.

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Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.

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Asked 5 years ago
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