ShipStation manages all insurance claims for shipments sent with UPS from ShipStation. Do not contact UPS support to file a claim.
To file a claim for a lost or damaged shipment:
Click this link to access the claim form: SHIPSTATION UPS CLAIMS FORM.
Fill in all the required fields and submit the form when complete.
Claims will only be accepted within 60 days of the scheduled delivery date.
To avoid any delays in processing your claim, please provide all the required information and include photos of the damaged items (if applicable).
Claims with a partially filled claims form cannot be processed. If there is an issue with your submitted claims form, you will be notified via email.
Claims can take up to 3 weeks to be processed.
If you shipped using Next Day Air on a Friday to receive Saturday Delivery, you must have selected the Saturday Delivery option for the order or the next true business day will be Monday and will still fall under the Service Guarantee set by UPS. Learn more about Saturday delivery with ShipStation's blog post.
If a claim is denied, you may appeal by submitting a new claim with new or updated information.
Shipments shipped on or after April 5, 2021 with the following services are now eligible for Guaranteed Service Refunds (GSR):
UPS Next Day Air®
Early UPS Next Day Air®
UPS Next Day Air Saver® UPS
UPS Worldwide Express NA1®
UPS Worldwide Express Plus®
UPS Worldwide Express®
UPS Worldwide Express Saver®
UPS Worldwide Saver
UPS Worldwide Express Freight® Midday
UPS Worldwide Express Freight®
Guaranteed Service Refunds (GSR) is still suspended for all other services. Learn more about the UPS Service Guarantee.
On April 5th, 2020, UPS implemented a temporary surcharge on international shipments from the United States to selected countries. Please review the UPS Rate Change page for details.