Verified: March 4, 2026 09:34 am ET
Industry: Package Delivery & Logistics
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. UPS staff will never ask for your account password, PIN, or payment card details over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: Contact UPS Customer Service via their Help Center at ups.com/us/en/support/contact-us.page. For lost or damaged packages, you must submit an official claim through their Claims Center portal online. You can also call their direct routing numbers:
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General Support: 1-800-PICK-UPS (1-800-742-5877)
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Hearing Impaired / TTY: 1-800-833-0056
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Source Verification Note: UPS File a Claim
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Availability: Live customer service agents are typically available Monday - Friday: 7:00 AM to 11:00 PM ET and Saturday: 8:00 AM to 8:00 PM ET. Automated phone and virtual assistant support is available 24/7.
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Timeline (Strict Deadlines): You must file a claim for lost or damaged packages within 60 days of the scheduled delivery date. Once a claim is filed, UPS generally takes 7 to 10 business days to conduct an initial review and investigation.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If your formal claim is denied and standard support is unsuccessful, you must send a formal written “Notice of Dispute” detailing your claim via certified mail to their corporate legal department: United Parcel Service, Inc., Attn: Legal Department, 55 Glenlake Parkway, NE, Atlanta, GA 30328.
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Source Verification: UPS Tariff/Terms and Conditions of Service
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Timeline: Once received, UPS’s legal and executive customer relations teams have a standard informal resolution window to investigate and attempt to resolve the dispute before you proceed to arbitration.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with UPS directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the UPS Tariff/Terms and Conditions of Service. Your recovery is typically strictly limited to your actual damages or $100 per package (whichever is less) unless you explicitly paid for a higher declared value prior to shipping.
- Court/Arbitration: UPS strictly enforces a Class Action Waiver and a Mandatory Binding Arbitration clause. If your internal claim is denied, you may file a lawsuit in Small Claims Court for claims below your state’s limit. If the dispute exceeds small claims limits, you are legally required to initiate Binding Arbitration through the American Arbitration Association (AAA).
- Source Verification: UPS Tariff/Terms and Conditions of Service (Dispute Resolution)
Community Action: Is UPS still ignoring your missing package claim? Reply below (do not share your tracking numbers or personal addresses), and our community will point you to the right AAA arbitration templates!