What to do if you receive a damaged package

What to do if you receive a damaged package

ALBANY, GA (WALB) - Over 1.5 billion packages are shipped during the holiday season between the three major shipping companies FedEx, UPS and USPS.

With that volume, accidents are bound to happen.

Luckily, each company has a system in place if you find yourself on the receiving end of damaged goods.


You will need to complete and submit a claim via one of the 3 methods below:

1. Submit claims online at fedex.com/us/claimsonline.

2. Send written claims, including the completed claim form and supporting documentation, via the U.S. Postal Service or fax to:

FedEx Cargo Claims Department
P.O. Box 256
Pittsburgh, PA 15230
Fax: 1.877.229.4766

If you fax your completed claim form and supporting documentation, FedEx will send you a confirmation letter by return fax.

3. Call customer service at 1-800-463-3339 (say "claims") to obtain a case number for your claim, and then complete a print copy of the claim form. You may have to submit supporting documentation using FedEx Claims Online or the mailing address or fax number listed above.

You are asked to keep all original receipts from your FedEx Office transaction for both packing and shipping as these may be required.

The recipient must retain the box, packaging materials, and the contents as these may be required for inspection during the claims process.

FedEx must receive notice of a claim due to damage (visible or concealed) within 60 calendar days after delivery of the shipment.


If you are the receiver, notify UPS (by filing a claim online or by calling 1-800-742-5877) or notify the shipper to initiate the claims process.

If you are the shipper, notify UPS (by filing a claim online or by calling 1-800-742-5877). UPS Customer Service will send a claim notification with a claim number.

It is essential that the shipper supplies UPS with documentation that supports the actual repair or replacement cost of the merchandise, up to the declared value, as requested in the claim notification. This documentation can be provided either when the damage is first reported, or after the notification is issued. Supporting documentation can include original invoices, purchase orders, or other information required by UPS.

The claim notification provides instructions for submitting claims documentation online, by fax, or U.S. Postal Service.


You may file an indemnity claim for insured mail, Collect on Delivery (COD) items, Registered Mail with postal insurance, or Priority Mail Express packages. Each mail service has a different timeframe for filing. If your package arrives damaged or with missing contents, you may file a claim immediately.

To file a domestic claim, you will need:

  • A tracking or label number -  The tracking or label number is found on your online label record, package label, mailing receipt, or sales receipt. Tracking and label numbers are between 13 and 34 characters.
  • Proof of value - Proof of value can include:
    – a sales receipt
    – a paid invoice or paid bill of sale
    – statement of value and/or estimates of repair costs from a reputable dealer
    – a credit card billing statement
    – receipt of costs incurred for reconstruction of non-negotiable documents
    – printouts of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed
  • Evidence of insurance purchased - This includes:
    – the original mailing receipt issued at the time of mailing
    – the outer packaging showing the names and addresses of the sender and the addressee and the proper label showing that the article was sent insured
    – a printed electronic online label record or a computer printout from the application used to print the label and purchase the insurance
  • Proof of damage - Photos that clearly show the extent of damage will help with your case. For damaged claims, you’ll also need to provide an estimate of the repair costs from a reputable dealer. If you received something damaged, please hang onto the original packaging and the damaged item until your claim is settled. You may be asked to take them to your local Post Office™ for inspection later. Please do not reship the package.

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