---
content_id: delivery-action-package-claim
canonical_url: https://11tracking.com/delivery-actions/package-claim-guide/
title: How to File a Package Claim
meta_description: Learn when a carrier claim is ready, who may file it, what
  evidence to preserve, how deadlines differ, and why claim submission is not
  approval or payment.
language: en
published_at: 2026-07-22
last_reviewed: 2026-07-22
carrier_scope:
  - USPS — United States domestic and international
  - UPS — United States parcel support
  - FedEx — United States claim context
  - DHL Express — service-specific examples
  - DHL eCommerce — United States consumer route
  - Canada Post — Canada
  - Purolator courier — Canada
  - La Poste / Colissimo — France
jurisdiction_scope:
  - United States
  - Canada
  - France
  - Limited international postal and express scope
---


# How to File a Package Claim

A carrier claim is usually appropriate only after the shipment reaches the carrier’s claim stage. First classify the problem—loss, **Delivered but not received**, damage, missing contents, or an eligible service delay—then identify the responsible carrier and division, complete any required search, trace, damage report, or inspection, and determine who is allowed to file.

Verify both the **earliest filing point** and the **latest deadline** on the current official page. They differ by carrier, service, country, claim type, and the event that starts the clock.

Preserve the parcel, all packaging, label, receipt, proof of value, photographs, Proof of Delivery, and case records. A submitted claim does not mean the carrier accepted liability, approved payment, paid the buyer, or created a seller refund. Keep seller, marketplace, warranty, and payment deadlines running in parallel.

## Fast claim-readiness checklist

Before filing, confirm each applicable item:

1. **Problem type:** loss, delivered-missing, damage, missing contents, eligible delay, unpaid COD, return loss, or another carrier-defined event.
2. **Responsible network:** exact carrier, country, division, service, and final-mile operator.
3. **Carrier possession:** receipt, acceptance, pickup, manifest, induction, or item-level event where required.
4. **Preclaim step:** search, trace, missing-delivery report, damage report, inspection, inquiry, or merchant contact.
5. **Coverage:** included coverage, purchased insurance, declared value, shipment protection, indemnity, or another eligible basis.
6. **Eligible filer:** sender, recipient, shipper, account holder, merchant, or authorized party.
7. **Earliest filing point:** the claim is not premature.
8. **Latest deadline:** the filing window has not expired.
9. **Evidence:** original package, contents, label, receipt, value proof, photos, reports, and correspondence are preserved.
10. **Parallel deadlines:** seller, marketplace, warranty, payment, and appeal periods remain protected.

A claim form should not be the first place where these questions are considered.

## Support, search, trace, investigation, and claim are different

| Process | Purpose | What it does not automatically do |
|---|---|---|
| Support request | Ask a question or obtain routing | Open an investigation or compensation claim |
| Missing-package search | Try to locate the parcel | Request payment |
| Trace | Reconstruct shipment movement | Approve compensation |
| Investigation | Review loss, damage, delivery, or service facts | Guarantee a claim outcome |
| Damage report | Record visible or reported damage | Establish final carrier liability |
| Inspection | Examine item, package, label, and cushioning | Approve retail-value reimbursement |
| Carrier claim | Request compensation under carrier terms | Create a seller refund |
| Service-guarantee refund | Request eligible transportation-charge refund | Compensate for lost goods |
| Seller refund or replacement | Resolve the purchase | Decide the carrier contract |
| Marketplace protection | Apply platform rules | Operate the carrier investigation |
| Payment dispute | Review the financial transaction | Locate, inspect, or reroute the parcel |

A search, trace, or investigation can be required before filing. It can also remain open while a claim is reviewed, depending on the carrier.

## Choose the correct claim type

### Lost before delivery

Confirm:

- item-level carrier acceptance;
- last meaningful event;
- expected delivery;
- required waiting period;
- search or trace result;
- correct carrier and service.

A label-created event alone may not establish physical possession.

Use [Is the Package Lost or Just Delayed?](/package-problems/package-lost-or-delayed/) before treating ordinary delay as a loss claim.

### Delivered but not received

First complete the recovery steps and obtain the strongest available final-mile evidence:

- exact Delivered event;
- photo;
- signer;
- signature;
- location wording;
- local carrier report.

A delivery record does not automatically make the recipient the eligible carrier claimant.

Use [Delivered but Package Not Received](/package-problems/delivered-but-not-received/) and [Proof of Delivery, Photo, and Signature](/delivery-actions/proof-of-delivery-photo-and-signature/).

### Damaged package

Preserve:

- outer packaging;
- inner packaging;
- damaged item;
- label;
- seals;
- photographs;
- invoices;
- repair or inspection evidence.

Do not repair, discard, return, or reship before checking the carrier’s inspection and salvage rules.

Use [Package Damaged or Contents Missing](/package-problems/package-damaged-or-contents-missing/) for the immediate evidence workflow.

### Missing contents

Treat this as a physical quantity or tamper discrepancy, not automatically as non-delivery or theft.

Preserve:

- full package;
- inner materials;
- seals and tape;
- empty spaces;
- contents list;
- weight records where available;
- photographs;
- seller packing evidence.

### Late delivery

Determine whether the shipment used an eligible guaranteed service.

A postage or transportation-charge refund is not the same as compensation for the value of the goods.

## Who may file—and who receives the payment?

| Role | What the role may control |
|---|---|
| Seller or merchant | Buyer refund, replacement, order invoice, merchant-created label, marketplace response |
| Sender | Mailing receipt, tender evidence, postal inquiry, sender-controlled claim |
| Shipper or carrier account holder | Carrier contract, account authentication, declared value, claim dashboard, payment destination |
| Recipient | Damaged item, packaging, immediate photos, local records, inspection cooperation, filing where permitted |
| Final-mile carrier | Delivery evidence, local search, misdelivery or damage record |
| Origin carrier or postal operator | International inquiry, contract-level claim, inter-postal coordination |
| Marketplace | Platform case and buyer/seller protection |
| Payment provider | Separate financial dispute |
| Third-party protection provider | Separate policy, claimant, evidence, and payment process |

The person who bought the item, possesses the damaged parcel, or opens the form may not be the eligible filer or carrier payee.

Ask:

```text
Who sold the item?
Who physically sent it?
Who created and paid for the carrier label?
Whose carrier account was used?
Who has the original receipt?
Who possesses the damaged package?
Who is named as the carrier payee?
```

Use [Who Should I Contact About a Package?](/delivery-actions/who-to-contact-about-a-package/) when these roles are unclear.

## Confirm carrier possession and final-mile responsibility

A carrier loss claim may require evidence beyond electronic shipment data.

Possible possession evidence includes:

- mailing or drop-off receipt;
- pickup record;
- acceptance scan;
- origin facility event;
- manifest or bill of lading;
- account transaction;
- carrier induction record;
- recorded shipment weight.

```text
label created
≠
physical carrier possession
```

For international, postal, eCommerce, and hybrid shipments, separate:

- origin carrier;
- consolidator;
- final-mile carrier;
- carrier contract holder;
- party that must file.

The final-mile carrier may hold the photo or delivery investigation while another organization controls compensation.

Use [Find the Last-Mile Carrier and Local Tracking Number](/international-shipping/find-last-mile-carrier-and-local-tracking-number/) when the delivery operator is unknown.

## Coverage: insurance, declared value, and actual loss

Do not use these terms as synonyms:

| Term | General meaning |
|---|---|
| Included coverage | Protection included with an eligible service |
| Purchased insurance | Additional carrier or postal coverage bought for the shipment |
| Declared value | A declared liability value under a carrier’s terms |
| Shipment protection | A carrier or third-party protection product |
| Indemnity | Postal or contract compensation under applicable rules |
| Actual compensable loss | Value the carrier accepts after evidence and limitations |
| Approved payment | Amount approved under the claim—not automatically the requested or retail amount |

```text
purchase price
≠
declared value
≠
included coverage
≠
insured value
≠
actual compensable loss
≠
approved payment
```

FedEx expressly states that declared value is not shipping insurance and does not guarantee reimbursement of the declared amount.

Compensation can depend on:

- actual item value;
- repair cost;
- replacement evidence;
- depreciation;
- included or purchased coverage;
- declared value;
- contract cap;
- excluded contents;
- packaging compliance;
- salvage rights.

Do not assume checkout price controls the carrier’s calculation.

## Evidence checklist

### Shipment and tender evidence

- tracking, PIN, or waybill number;
- service purchased;
- shipment date;
- expected or guaranteed date;
- mailing or pickup receipt;
- acceptance or induction evidence;
- manifest or bill of lading;
- origin and local tracking numbers;
- final-mile carrier.

### Coverage evidence

- included coverage;
- purchased insurance;
- declared value;
- shipment-protection certificate;
- premium paid;
- carrier account or contract record.

### Value evidence

- commercial invoice;
- purchase receipt;
- proof of payment;
- cost invoice;
- appraisal;
- repair estimate;
- replacement estimate;
- serial number;
- model, quantity, and item description.

### Loss evidence

- last item-level event;
- search or trace result;
- expected delivery;
- final-mile response;
- carrier correspondence;
- proof of shipment contents.

### Damage or missing-contents evidence

Photograph privately:

1. unopened or current exterior condition;
2. every side of the package;
3. label;
4. seals, tape, punctures, crushing, water, or retaping;
5. inner packaging and cushioning;
6. item as found inside the package;
7. close and wide views of damage;
8. serial or model information;
9. missing-item space or tamper evidence.

Keep the complete package, contents, and packaging available for inspection.

### Process evidence

- support ticket;
- search or trace number;
- damage report;
- inspection record;
- claim number;
- requested-document notice;
- upload confirmation;
- decision;
- payment notice;
- appeal or dispute submission.

Keep original files and an unedited evidence copy.

## Deadlines: verify both ends of the filing window

A filing rule can contain two separate dates:

```text
earliest filing point
+
latest filing deadline
```

The clock can run from:

- mailing date;
- shipment date;
- scheduled delivery;
- guaranteed delivery;
- actual delivery;
- damage discovery;
- notice date.

Damage and international windows can be much shorter than loss windows.

### Current date-scoped examples

| Carrier and exact scope | Current reviewed example | Important limitation |
|---|---|---|
| USPS domestic damage or missing contents | File immediately and no later than 60 days after mailing | Eligible insured service and original mailing receipt required |
| USPS listed domestic loss services | Earliest point can be 7 or 15 days; listed examples use a 60-day latest point | Service and military exceptions differ |
| UPS U.S. lost, damaged, or unpaid COD | Start within 60 days of scheduled delivery | U.S. parcel page; shipper restrictions and terms apply |
| FedEx U.S. package damage or missing contents | No later than 60 calendar days from shipment | U.S. package scope |
| FedEx international damage or missing contents in the cited U.S. route | No later than 21 calendar days from shipment | Do not generalize globally |
| FedEx lost or undelivered in the cited U.S. route | Within nine months of shipment | Service and country rules can differ |
| Canada Post domestic missing or damage | Current latest point is 90 days from shipping | Compensation route is sender-controlled |
| Canada Post U.S. or international missing or damage | Current latest point is six months from shipping | Minimum waiting points differ by service |
| Purolator ordinary courier | Concealed damage, apparent damage, and loss use different current periods | Freight and international air use different terms |

**Verified:** July 22, 2026.

Do not rely on this comparison without opening the current carrier page for the exact shipment. The live source and applicable terms control.

Record independent deadlines:

- carrier filing;
- carrier document response;
- seller return or remedy;
- marketplace protection;
- warranty;
- payment dispute;
- reconsideration or appeal.

Opening one process should not be assumed to pause another.

## USPS domestic — United States

For eligible insured domestic mail:

- either sender or recipient may file;
- the filer must have the original mailing receipt;
- loss, damage, and missing contents use service-specific rules.

### Current timing

Damage or missing contents:

- file immediately;
- no later than 60 days after mailing.

Current listed loss examples include:

- Priority Mail Express: after 7 days and before 60;
- Priority Mail, USPS Ground Advantage, insured mail, COD, and Registered Mail: generally after 15 days and before 60.

Exceptions exist. Use the current official table.

### Evidence

USPS can require:

- tracking number;
- proof of insurance;
- proof of value;
- proof of damage;
- original mailing receipt;
- item, package, wrapping, contents, and internal packaging for inspection.

A Missing Mail Search can be available even when an item has no merchandise-value indemnity.

- [USPS File a Claim](https://www.usps.com/help/claims.htm)
- [USPS Missing Mail](https://faq.usps.com/s/article/Missing-Mail-The-Basics)

## USPS international

USPS international claims use a separate process.

The U.S. sender generally begins the inquiry. USPS may coordinate with the destination postal administration before a claim proceeds.

Inquiry periods differ by service. Current official examples range from short minimum waiting periods to several months, and some services do not provide the same public inquiry route.

Do not reuse domestic USPS deadlines.

The origin-post sender generally controls the compensation route. Applicable international postal rules can allow another payment arrangement in specific circumstances, but this is not an automatic recipient right.

- [USPS International Claims](https://www.usps.com/help/international-claims.htm)

## UPS — United States

UPS currently says to start a U.S. claim within 60 days of scheduled delivery for:

- lost package;
- damaged package;
- unpaid COD.

### Filing authority

UPS can expose logged-in or guest filing to a recipient or third party, but:

- the shipper may restrict filing;
- authentication may be required;
- time-sensitive requests can go to the shipper;
- the recipient may need the shipper for status;
- approved payment is generally routed to the shipper or a shipper-designated payee.

Form access does not prove final claimant authority.

### Evidence

UPS can request:

- invoice or proof of value;
- package and contents;
- outer and inner packaging;
- label;
- photographs;
- other claim-specific documents.

### Ground Saver

For UPS Ground Saver, claim responsibility can depend on whether UPS or USPS controlled the final delivery stage. Do not assume UPS remains the claim route after the specified USPS handoff.

### Status wording

**Claim Issued** is carrier-specific. It can mean paperwork or a payment process was issued to the shipper of record. It does not prove the buyer received money.

- [UPS File a Claim](https://www.ups.com/us/en/support/file-a-claim)
- [UPS Supporting Documents](https://www.ups.com/us/en/support/file-a-claim/supporting-documents)
- [UPS Ground Saver](https://www.ups.com/us/en/support/shipping-support/shipping-services/ground-saver)

## FedEx — United States claim context

### Current filing periods

The current FedEx U.S. claim page reviewed on July 22, 2026 states:

- U.S. package damage or missing contents: within 60 calendar days of shipment;
- international package damage or missing contents in the cited U.S. filing route: within 21 calendar days of shipment;
- undelivered or lost shipments: within nine months of shipment.

Use the exact current country and service rule.

### Evidence

FedEx can request:

- shipping record;
- photographs;
- serial number;
- invoice or receipt;
- proof of payment;
- repair invoice;
- appraisal;
- expense statement;
- inspection report.

Retain the original package, contents, and packaging until the claim is resolved.

### Declared value

FedEx states:

```text
declared value
≠
shipping insurance
```

A declared amount does not guarantee reimbursement.

### Disputing a decision

FedEx provides a route to add supporting documents and a signed explanation when disputing a claim decision. Address the stated decision reason with relevant new evidence.

- [FedEx File a Claim](https://www.fedex.com/en-us/customer-support/claims.html)
- [FedEx Declared Value](https://www.fedex.com/en-us/shipping/declared-value.html)

## DHL Express versus DHL eCommerce

### DHL eCommerce — United States consumer route

The current U.S. DHL eCommerce consumer FAQ says only the merchant or online shop can file the carrier claim because that party is the contract partner.

For some local-post damage or missing-contents cases, the recipient may need to obtain a prompt postal damage report and give it to the merchant.

For non-delivery after the cited waiting point, the merchant starts the investigation.

```text
recipient damage report
≠
recipient DHL eCommerce carrier claim
```

- [DHL eCommerce U.S. Tracking FAQ](https://www.dhl.com/us-en/home/customer-service/ecommerce-tracking-faq.html)

### DHL Express

DHL Express uses country- and product-specific claim routes.

A current U.S. Shipping Value Protection page gives a 30-day filing rule for that specific protection workflow. It is not a universal DHL Express deadline.

Select the exact DHL Express country, shipment, and protection product in the official route.

- [DHL Express Shipping Value Protection — U.S.](https://www.dhl.com/us-en/home/express/help-and-support/frequently-asked-questions/shipping-value-protection.html)

## Canada Post — Canada

Canada Post separates initial support participation from compensation authority.

### Missing package

In the cited consumer flow, sender or receiver can participate in the initial missing-package support process in some circumstances, but only the sender starts the compensation claim and receives payment.

Current latest filing points:

- domestic missing package: 90 days from shipping;
- U.S. or international missing package: six months from shipping.

Minimum waiting points differ by service.

### Damage or missing contents

Only the sender starts the investigation.

The recipient should:

- contact the sender;
- retain the parcel, item, all packaging, and invoices;
- photograph the damage immediately;
- cooperate with inspection.

Current latest points:

- domestic: 90 days from shipping;
- U.S. or international: six months from shipping.

### Coverage

Canada Post’s cited policy limits compensation to the lowest of:

- item value;
- insurance purchased;
- coverage included with the service.

### Late delivery

A late-package request is a separate sender-controlled postage-refund process for an eligible On-Time Delivery Guarantee service. The current cited window is 30 business days after the guaranteed delivery date.

- [Canada Post Missing Packages](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/missing-packages.page)
- [Canada Post Damaged Packages](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/damaged-packages.page)
- [Canada Post Insurance Coverage](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/insurance-coverage.page)
- [Canada Post Late Packages](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/late-packages.page)

## Purolator — Canada

For a lost shipment or missing contents, Purolator requires a trace before claim submission.

Damage can enter the claim process subject to the current service terms.

### Evidence

Purolator can require:

- tracking number;
- trace case number;
- bill of lading or manifest;
- original cost invoice;
- inspection report;
- repair estimate;
- photographs;
- full packaging.

Keep the package and packaging until final resolution.

Purolator’s current claim guidance can use original wholesale or manufacturer cost rather than retail markup as the value evidence. This is a carrier-specific rule, not a universal valuation method.

### Current service-specific timing

Current ordinary-courier terms distinguish:

- concealed damage: 21 days after delivery;
- apparent damage: 60 days after delivery;
- loss or failure to deliver: nine months after shipment.

Freight and international air use different windows. The live terms and current amendments control.

Purolator can retain inspection and salvage rights under applicable terms after full-value payment.

- [Purolator File a Claim](https://www.purolator.com/en/resources-support/file-claim)
- [Purolator Terms and Conditions](https://www.purolator.com/en/terms-and-conditions-service)

## La Poste / Colissimo — France

Current French Colissimo consumer guidance makes the sender—not the recipient—the compensation claimant for loss or damage.

The sender’s proof of deposit is a central record.

### Recipient damage actions

Depending on the delivery situation, the recipient may need to:

- refuse a visibly damaged parcel;
- request a damage notation during handoff;
- return an unopened deposited parcel by the next business day under the cited process;
- preserve concealed damage and contact the sender after opening.

The sender then manages the compensation process with La Poste.

Do not assume the recipient receives indemnity directly.

- [Colissimo Guarantees and Compensation](https://aide.laposte.fr/contenu/quelles-sont-les-garanties-et-indemnisations-pour-un-envoi-avec-colissimo)
- [La Poste: Shipment Delivered Damaged](https://aide.laposte.fr/contenu/mon-envoi-a-ete-livre-abime-son-contenu-deteriore-que-faire)
- [Colissimo Proof of Deposit](https://aide.laposte.fr/contenu/a-quoi-sert-la-preuve-de-depot-d-un-colissimo)

## What claim statuses mean

| Status | Safe interpretation |
|---|---|
| Draft | Claim is being prepared |
| Submitted or received | Carrier received the request |
| Search or investigation open | Carrier is reviewing movement or facts |
| Additional information required | Documents or a response are still needed |
| Inspection pending | Keep item and packaging available |
| Claim issued | Carrier-specific; may refer to paperwork or payment routing |
| Approved | Carrier accepted some or all of the claim |
| Payment information required | Approval is not yet completed payment |
| Payment processed | Carrier recorded payment processing to a stated payee |
| Partially approved | Only part of the request was accepted |
| Denied | Carrier rejected the claim under its stated reason |
| Closed for insufficient information | Required documents or response were not received |
| Dispute or reconsideration | Carrier is reviewing a challenge or added evidence |

```text
claim submitted
≠
claim approved
≠
payment issued
≠
payment received
≠
buyer refunded
```

Always verify the payee. The carrier can pay the shipper, account holder, merchant, label platform, or another authorized party rather than the buyer.

## If the claim is denied or incomplete

1. Save the complete decision and date.
2. Read the exact reason.
3. Check the response, dispute, or reconsideration deadline.
4. Identify whether the issue is:
   - late filing;
   - wrong filer;
   - no possession evidence;
   - insufficient value evidence;
   - missing packaging;
   - ineligible service or contents;
   - improper packaging;
   - released delivery;
   - duplicate claim;
   - wrong carrier;
   - missing response.
5. Add only relevant corrected or new evidence.
6. Use the official carrier route.
7. Preserve seller, marketplace, warranty, and payment deadlines.

A denial is a carrier decision under its terms. It is not a complete legal determination of every disputed fact.

## Carrier claim versus seller refund

These processes can run in parallel.

| Process | What it controls |
|---|---|
| Carrier claim | Compensation under carrier or postal terms |
| Seller refund or replacement | Buyer’s commercial order remedy |
| Marketplace protection | Platform remedy |
| Warranty | Covered product defect or failure |
| Payment dispute | Financial transaction review |
| Third-party shipment protection | Separate protection contract |

The seller can refund or replace the buyer and continue a carrier claim separately.

A carrier investigation or claim should not be assumed to pause:

- seller return period;
- marketplace deadline;
- warranty deadline;
- payment-dispute period.

For U.S. purchases, current FTC guidance treats seller and card-dispute routes as separate consumer processes. Rules differ by country and payment method.

## Keep claim evidence private

Do not post or send to an unknown account:

- full tracking or order number;
- label or address;
- invoice;
- bank or card statement;
- carrier account number;
- claim number;
- delivery photo or signature;
- serial number;
- government ID;
- customs form;
- one-time code;
- login credentials.

Enter documents only through an independently opened official carrier, merchant, marketplace, insurer, or payment portal.

Keep:

- originals;
- redacted copies for necessary sharing;
- upload confirmation;
- submission date;
- case number;
- decision;
- payment record.

## Claim-payment and document scams

Fraudulent messages can claim:

- claim approved;
- payment waiting;
- processing fee required;
- bank verification needed;
- ID required;
- refund link;
- replacement fee;
- insurance release.

A claim status in a message does not authenticate the message. Open the official portal independently and verify the claim number there.

Use [Is This Delivery Text, Email, Fee, or Tracking Link Fake?](/package-problems/fake-delivery-message/) when the claim communication may be fraudulent.

## Preserve the public shipment timeline

USTracking can help you save the shipment, organize public carrier events, identify visible final-mile updates, monitor later public changes, receive notifications, and open official carrier pages:

- [USTracking for iPhone and iPad](https://apps.apple.com/us/app/ustracking-package-helper-ai/id6749468345)
- [USTracking for Android](https://play.google.com/store/apps/details?id=com.smartaistudio.ustracking)

USTracking cannot establish coverage, identify the private carrier account holder, determine the eligible filer, obtain receipts or invoices, inspect the parcel, upload evidence, open a search or trace, file or appeal a claim, receive carrier payment, issue a refund, or guarantee approval.

## Official sources

### USPS

- [File a Domestic Claim](https://www.usps.com/help/claims.htm)
- [Missing Mail](https://faq.usps.com/s/article/Missing-Mail-The-Basics)
- [International Claims](https://www.usps.com/help/international-claims.htm)

### UPS

- [File a UPS Claim](https://www.ups.com/us/en/support/file-a-claim)
- [UPS Supporting Documents](https://www.ups.com/us/en/support/file-a-claim/supporting-documents)
- [UPS Ground Saver](https://www.ups.com/us/en/support/shipping-support/shipping-services/ground-saver)

### FedEx

- [File a FedEx Claim](https://www.fedex.com/en-us/customer-support/claims.html)
- [FedEx Declared Value](https://www.fedex.com/en-us/shipping/declared-value.html)

### DHL

- [DHL eCommerce U.S. Tracking FAQ](https://www.dhl.com/us-en/home/customer-service/ecommerce-tracking-faq.html)
- [DHL Express Shipping Value Protection — U.S.](https://www.dhl.com/us-en/home/express/help-and-support/frequently-asked-questions/shipping-value-protection.html)

### Canada Post

- [Missing Packages](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/missing-packages.page)
- [Damaged Packages](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/damaged-packages.page)
- [Insurance Coverage](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/insurance-coverage.page)
- [Late Packages](https://www.canadapost-postescanada.ca/cpc/en/support/kb/claims/late-packages.page)

### Purolator and La Poste

- [Purolator File a Claim](https://www.purolator.com/en/resources-support/file-claim)
- [Purolator Terms and Conditions](https://www.purolator.com/en/terms-and-conditions-service)
- [Colissimo Guarantees and Compensation](https://aide.laposte.fr/contenu/quelles-sont-les-garanties-et-indemnisations-pour-un-envoi-avec-colissimo)
- [La Poste: Shipment Delivered Damaged](https://aide.laposte.fr/contenu/mon-envoi-a-ete-livre-abime-son-contenu-deteriore-que-faire)

### U.S. seller and payment guidance

- [FTC: Online Shopping](https://consumer.ftc.gov/articles/online-shopping)
- [FTC: Disputing Credit and Debit Card Charges](https://consumer.ftc.gov/articles/sample-letter-disputing-credit-and-debit-card-charges)

## Scope and limitations

This page explains carrier-claim readiness, eligible filers, evidence, coverage terminology, deadlines, statuses, denials, and payment boundaries using official sources reviewed on **July 22, 2026**.

Carrier portals, services, filing windows, coverage rules, document requirements, inspection rights, payment routes, and appeal procedures can change. USPS, UPS, FedEx, DHL, and FTC examples are jurisdiction- and service-specific. Canada Post and Purolator examples apply to Canada. La Poste / Colissimo examples apply to France. International postal and express claims can use different origin, destination, contract, and final-mile rules.

The exact current carrier page and applicable terms control. This page does not diagnose a live shipment, determine legal entitlement or liability, collect evidence, file a claim, guarantee compensation, or replace the carrier, sender, seller, merchant, marketplace, insurer, payment provider, customs authority, or legal process.

**Last reviewed:** July 22, 2026  
**Next scheduled review:** August 22, 2026

## Related 11Tracking guides

- [Is the Package Lost or Just Delayed?](/package-problems/package-lost-or-delayed/)
- [Delivered but Package Not Received](/package-problems/delivered-but-not-received/)
- [Package Damaged or Contents Missing](/package-problems/package-damaged-or-contents-missing/)
- [Proof of Delivery, Photo, and Signature](/delivery-actions/proof-of-delivery-photo-and-signature/)
- [Who Should I Contact About a Package?](/delivery-actions/who-to-contact-about-a-package/)
- [Official Carrier Support Directory](/carrier-support/)
- [Wrong Address or Address Information Required](/package-problems/wrong-address-or-address-information-required/)
- [Why Is the Local Carrier Not Updating After Handoff?](/package-problems/local-carrier-not-updating/)
- [What Does “Delivered” Mean?](/tracking-status/delivered/)
- [What Does “Return to Sender” Mean?](/tracking-status/return-to-sender/)
- [Find the Last-Mile Carrier and Local Tracking Number](/international-shipping/find-last-mile-carrier-and-local-tracking-number/)
- [Is This Delivery Text, Email, Fee, or Tracking Link Fake?](/package-problems/fake-delivery-message/)