Recover a Package Lost in the Mail

Having a package lost in the mail is frustrating, especially since there is no guarantee the item will ever be found. Recovering a mail may require you to contact several companies and people like your local post office, mail delivery service, or the sender if you are receiving mail. A claim may also need to be filed with your postal service before they can begin to attempt to recover your package or refund you for the lost package. In the end, unfortunately, you may not be able to find your package or even receive money to cover the loss.

Steps

Searching For Your Package (Any Carrier)

  1. Use your tracking number to check the status of your package. These days, everything ordered online will have a tracking order. Check the order confirmation email to find the one for your package. Your order may have run into some problems and will be delivered later than the expected delivery date, but this should be noted online.
    • If you're looking for a package sent by a friend, ask them for the tracking number -- it should have been given to them when they sent the goods.
    • Print out the receipt for any online orders. This lets you easily point to the item's value in case of a dispute.
  2. Check your house and yard for the package, or a missed delivery notice. If you miss the mail courier, often times they will place a delivery notice or your package at your door. Depending on the weather, however, they might try to place it somewhere where it won't blow away or get wet. This delivery notice is usually your best chance to get the package recovered, so you should check:
    • Under your welcome mat and front steps
    • Your back and side doors
    • Your mailbox
    • Behind or on any fences
    • Your neighbor's house
  3. Check in with your building superintendent, secretary, or other "gatekeeper." Make sure that your package didn't end up at the front desk instead of your apartment or office. While this doesn't apply to everyone, many mail carriers will deposit packages in the front of the building, where they may be taken in for safe-keeping by your building manager.
    • If you’re expecting the package to arrive in an institution like a school or business building, there may be a time delay between the arrival of your package and the time it takes for the mailroom to notify you to pick it up.
    • Check your building’s mailroom. Usually, a notice will be placed in your usual mail locker to notify you that you have a package in another locker.
  4. Contact your local post office to file a claim about the package. Call, e-mail, or go visit the local post office of the sender or the intended receiver of the package. Let them know about the missing mail package as well as the package’s tracking information and description so they can look within their building for it. The earlier you file a claim (a 1510 form in the US[1]), the better your chances of getting your package.
  5. Contact the original seller or sender and ask them to file a claim. Most websites will offer a simple button to handle disputes or missing packages, and the added pressure of the sender may help the post office find your package. Be sure to attach any relevant information, like tracking number and your claim number with the post office, to speed things along.
    • If a friend or family member sent the package, they too can call the post office and file a claim. There is a chance the issue was with the sending post office.
    • Ask the sending post office if they have any undeliverable packages. There is a chance yours never left.[1]
  6. File an Insurance Claim if you've already purchased insurance. In the event your package is not found and you purchased insurance on it, you can file a claim to recover the value of the items in the package. You will need to provide proof of mailing and damage or loss to make the claim along with a description of the items. You can contact your local post office to file an insurance claim. Before your file your claim:[3]
    • Locate your package’s tracking number.
    • Check that the items in your package are insurable. Each post office will have a list of non-insurable items.
    • Verify that your item was mailed within the timeframe your post office allows. For Canada Post, claims can be filed within 90 days of delivery while for the USPS, claims can be filed within 60 days of the package’s mailing date.
    • Locate the receiver or sender's name, address and contact information.
    • Prepare a description of the contents, including the value and insured amount.
  7. Check in on your claim regularly. Most post offices will require you to file a claim or create a service ticket until they can help you find your lost package. You can then check the status of your claim periodically until both you and the post office come to a resolution. If you don't see any effort being made to help recover your package, call again and let them know your concerns.
    • Unfortunately, filing a claim does not guarantee that you will be able to recover your lost package. However, they are so busy with other requests that you must be your own advocate.
    • You can usually file and check a claim or report your problem online on your post office’s website. Canada Post asks customers to fill out an online service ticket that describes their problem.[4] While the United States Postal Service (USPS) will ask customers to fill out a Claim Form 1000 from the post office or online to start a search for a pack at the Mail Recovery Center (MRC).[2]
  8. Check in on your claim regularly. Most post offices will require you to file a claim or create a service ticket until they can help you find your lost package. You can then check the status of your claim periodically until both you and the post office come to a resolution. If you don't see any effort being made to help recover your package, call again and let them know your concerns.
    • Unfortunately, filing a claim does not guarantee that you will be able to recover your lost package. However, they are so busy with other requests that you must be your own advocate.
    • You can usually file and check a claim or report your problem online on your post office’s website. Canada Post asks customers to fill out an online service ticket that describes their problem.[2] While the United States Postal Service (USPS) will ask customers to fill out a Claim Form 1000 from the post office or online to start a search for a pack at the Mail Recovery Center (MRC).[2]

Looking for a Package at UPS

  1. Report your lost package. You can report a lost package at the United Parcel Service (UPS) website if you have your UPS Tracking Number. This begins the process of a UPS Package Search. This investigation may require UPS to contact you, the sender, or receiver. The whole process typically takes around 10 business days.[5]
    • Ensure that your package is indeed lost. UPS defines a lost package as a package that was undelivered 24 hours after the expected delivery date.
    • You can check the status or progress of your claim on the UPS website and with your claim number.
  2. Contact the sender and ask them to talk to UPS. If you are receiving a package, you may need to contact the sender. UPS recommends that senders report packages because notification letters or package details are not often sent to the receiver. When the package is found or not found, details are typically sent to the receiver. However, both senders and recipients are able to file claims.
  3. Wait to hear back from UPS. If your package is not found, UPS will send a Loss Notification claim letter to the sender. If your package is found UPS will send the delivery information to the sender as well.
    • If you package is found, UPS may require you to re-ship the package. However, if you explain your situation over the phone they will usually refund you the cost of re-sending.
  4. File a claim if UPS cannot locate your package. If UPS could not locate your package, UPS will review your case to see if you are eligible for a refund or reimbursement. It is almost always easier to get your refund over the phone, where you can explain everything to a real person. UPS will require you to submit documents such as:
    • Documentation cost, purchase price, or replacement cost of the package.[6]
    • Original invoices or purchase orders.
    • Proof of shipment.
  5. Receive your claim payment. If you claim is authorized, UPS will send you or the sender a check in the mail within 3 to 5 business days. Remember to be firm and fair with customer service. While some may not want to reimburse you, kindly remind them that the lost package was their fault and they need to make it right.
    • If your claim is not approved, UPS will contact you to let you know if you are the sender. Unfortunately, you will not be able to recover your lost package or receive reimbursement from UPS.

Looking for a Package at FedEx

  1. Check to see if you are eligible to file a claim. If contents of your package are missing, you have 21 days from the delivery date to make a claim. If a package is undelivered or delivered to the wrong address, a claim must be filed within 9 months of the shipment date.
    • You should also note how much your package is worth. Packages worth over $100 will need additional documentation to be filed with your claim.
    • Certain items that are over $100 in value may not be claimed. Check FedEx’s terms of agreement and service to ensure the contents of you package are claimable.
  2. Start a claim. If you are receiving a package that was shipped within the United States or Canada, you can go onto FedEx’s website and start a claim online. However, if you are filing a claim for shipments that originate outside of the United States and Canada, you will need to call Customer Service at 1-800-463-3339 for assistance. When filing your claim, you will need to:[7]
    • Enter your tracking number.
    • Collect receipts, bills of sale, or other proof of purchase and value.
    • Complete the online claims form.
    • Add supporting documents.
  3. Add supporting documentation if your claim or package is worth more than $100. You need to attach pictures of the damage or documents showing your purchase to claim more than $100.[8] If you are claiming online, you can simply drag and drop documents into you online claim. Alternatively, you can mail, fax, or e-mail documents to FedEx Cargo Claims. Documentation may include:
    • Scan of the air waybill, FedEx Ship Manage printout, and/or FedEx Ground Pick-Up Record.
    • Serial numbers of the lost merchandise.
    • Proof of value. For example, a copy of the original invoice from the vendor/supplier, a copy of a retail invoice/receipt, a screenshot or saved file of a final confirmation screen, etc.
    • Pictures of the item, especially if damaged when found.
  4. Submit your claim to be approved. Once your claim is submitted, a FedEx claims agent will review and process your claim. The lost item will be traced, meaning FedEx will attempt to find your lost package. Once your claim is processed, FedEx will provide you with further instructions such as:
    • How to recover your lost package. In most cases, the shipper will be notified that the package has been found. This might mean the shipper will need to re-ship the item.
    • How to receive a claims repayment. In most cases, the shipped will receive the claim repayment but you can arrange with FedEx to send the payment elsewhere.

Tips

  • Be sure to insure and track your packages. Parcels with tracking numbers often have a higher success rate at being found if they are lost. Also, insured packages, even if not recovered, have the option of being reimbursed.
  • Timing is essential. Some claims must be filed within a certain amount of time relative to the package mailing date.

Warnings

  • Some postal services may claim to trace or look for your package but may not deliver or re-deliver the lost package once it is found.
  • Not all packages will be recovered or even reimbursed.

Sources and Citations

  1. ↑ 1.0 1.1 http://www.geeksonfinance.com/how_4443755_recover-package-lost-mail.html
  2. ↑ 2.0 2.1 2.2 2.3 http://blog.stamps.com/2012/05/29/how-to-find-a-lost-usps-letter-or-package/
  3. ↑ https://www.canadapost.ca/web/en/kb/details.page?article=what_to_do_if_your_p&cattype=kb&cat=receiving&subcat=maildelivery
  4. ↑ http://about.usps.com/postal-bulletin/2012/pb22351/html/info_005.htm
  5. ↑ https://www.ups.com/content/ca/en/resources/service/claims/hlp/lost_process.html
  6. ↑ https://www.ups.com/content/ca/en/resources/service/claims/hlp/lost_process.html
  7. ↑ http://www.fedex.com/ca_english/eclaims/
  8. ↑ http://www.fedex.com/us/fcl/pckgenvlp/online-claims/
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