Carrier Claim FAQs
This quick reference guide was created to help you understand when a package is considered lost, how long to wait before filing a claim, and the deadlines for submitting claims for major carriers.
What is considered a lost package?
A shipment is generally considered lost when:
- The tracking shows no updates for an extended period (usually 7 days).
- The carrier confirms the package is missing in their network.
- The shipment has not been delivered beyond the carrier’s defined delivery window.
Each carrier sets its own criteria, but most require waiting a specific number of days with no movement or delivery before a claim is allowed.
Waiting period before filing a claim
Carriers typically require a waiting period to allow time for delayed or misrouted packages to be found. Below are common wait times before claim submission is permitted:
-
- UPS: Usually 24 hours after the expected delivery date.
- USPS: 7 business days for Priority Mail; 15 days for First-Class Package Service.
- FedEx: 24 hours after expected delivery.
- GLS: Typically after 48 hours of no tracking movement or non-delivery.
- DHL eCommerce (DHLe): Typically 10 business days after the last tracking scan.
- DHL Express: Claims can be submitted immediately upon confirmation of loss from DHL.
- Passport: Usually 7 business days after last tracking update.
- ePost Global: Wait period varies; typically 7–10 business days without tracking movement.
- OSM: Claims typically allowed after 7 days of no tracking activity.
- OnTrac: Usually requires waiting 3 business days after expected delivery.
Claim file deadlines
Each carrier has a maximum timeframe in which they will accept a claim after the shipment date or delivery date.
- UPS: Up to 60 days from the date of shipment.
- USPS: 60 days for most domestic services; some claim windows extend up to 90 days.
- FedEx: Within 21 days for international; up to 60 days for domestic.
- GLS: Claims must typically be filed within 90 days of shipment.
- DHL eCommerce (DHLe): Usually 30–60 days depending on service level.
- DHL Express: 30 days from the shipping date for loss or damage.
- Passport: Up to 90 days from the shipping date.
- ePost Global: Commonly 30–60 days based on service.
- OSM: Claims generally must be filed within 60 days of shipment.
- OnTrac: 30 days from the date of shipment.
Helpful notes
- Claims require supporting documentation, such as proof of value and tracking details.
- Carriers may require the receiver to complete an affidavit or provide additional verification.
- Filing early (as soon as eligible) improves the chances of successful resolution.