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Package help

What Should You Do if a Package Is Damaged or Contents Are Missing?

Learn what to preserve, photograph, and report when a package is damaged, empty, or missing contents, and who may need to file the carrier claim.

If a package or its contents are damaged, empty, or incomplete, first protect people from any leak, heat, smoke, chemical, sharp, or battery hazard. When it is safe, stop discarding or altering evidence. Photograph the exterior, label, seals, internal packaging, every item received, and the damage or missing quantity. Keep the entire package, packaging, contents, and proof of value. Contact the seller and the correct official carrier process promptly before repairing, returning, reshipping, or throwing anything away. Damage or missing contents does not, by itself, prove where the problem occurred, who caused it, who may file the carrier claim, or what compensation is available.

Carrier, service, country, sender-versus-recipient role, inspection requirements, and deadlines differ.

Check for an immediate safety hazard first

Do not remain close to a parcel merely to document it if it is:

  • smoking, hot, or hissing;
  • leaking an unknown liquid;
  • emitting a strong chemical odor;
  • visibly damaged around a battery;
  • releasing powder, gas, or contamination;
  • punctured by glass, metal, or another sharp object.

Move away, keep other people and animals away, and follow local emergency guidance if there is an immediate hazard. Contact the carrier and sender through independently verified official channels.

Do not transport, return, open further, clean, neutralize, or dispose of a hazardous parcel based only on general web advice. The ordinary evidence checklist below applies only when documentation can be done safely.

First steps when it is safe

  1. Pause before changing the condition. Do not throw away the box, remove all labels, clean the item, repair it, or repackage it for return.

  2. Photograph the exterior. Capture every side, crush point, hole, tear, wet area, carrier overbag, replacement carton, and visible resealing.

  3. Photograph the shipping label privately. Keep the label readable for the official process, but do not post it publicly.

  4. Document seals and openings. Record torn tape, added tape, broken seals, open flaps, punctures, and any repackaging notice.

  5. Document the first visible internal condition. Photograph cushioning, dividers, wraps, displaced items, liquid, fragments, and empty spaces.

  6. Photograph every received item. Include damaged and apparently intact items, components, accessories, serial-numbered products, and quantities.

  7. Write down what is missing. Use the order record to list missing items, units, parts, accessories, model numbers, or SKUs.

  8. Keep value and identity evidence. Preserve the receipt, invoice, order confirmation, payment record, repair estimate, and item identifiers where relevant.

  9. Keep the entire shipment together. Retain the outer container, internal packaging, damaged goods, all contents received, and any carrier overbag or replacement packaging.

  10. Contact both the seller and the applicable official carrier process promptly. The seller’s order remedy and the carrier’s claim or inspection process are separate and may run at the same time.

What exactly is damaged or missing?

Do not treat the package as one undifferentiated object.

Evidence object Examples What it can show What it cannot prove by itself
Outer shipping container Crushed carton, torn mailer, wet box, puncture, broken tape Visible exterior condition when documented Internal damage, exact cause, or liability
Internal packaging Cushioning, inserts, wraps, dividers, seals How the contents were positioned and protected when observed When displacement occurred or who packed it
Merchandise Broken, bent, wet, scratched, contaminated, nonfunctional item Actual item condition Whether damage occurred before or during transit
Contents quantity Empty parcel, missing item, missing accessory, short quantity Difference between expected and received contents Where, when, or by whom the discrepancy arose
Order and value record Invoice, confirmation, SKU, quantity, payment What was ordered, expected, and valued What was physically packed or accepted by the carrier

These layers can support a review together. None of them alone proves the responsible party.

The box is damaged, but the item looks okay

Document and preserve the shipment anyway.

A crushed, wet, punctured, or opened outer container can matter even if the product appears intact at first. Hidden damage may appear later, especially with electronics, glass, mechanical goods, instruments, perishables, or items that require testing.

When safe and appropriate:

  • photograph the package before and after opening;
  • inspect the product without discarding any material;
  • follow the seller’s instructions for testing;
  • record any later-discovered physical or functional problem;
  • preserve the packaging until the seller and carrier confirm it is no longer needed.

Do not claim that the item is damaged merely because the carton is damaged. Record the exterior condition separately from the product condition.

The item is damaged, but the box looks intact

An intact-looking exterior does not rule out concealed damage.

Internal impact, compression, vibration, temperature exposure, liquid, inadequate separation, or product movement can damage an item without leaving obvious exterior marks. Photograph:

  • the intact-looking exterior;
  • the internal packaging;
  • the item’s position;
  • all damage;
  • any broken inserts, loose parts, or displaced cushioning.

Do not infer that the seller, packer, or carrier caused the problem from appearance alone. The evidence can establish condition, but not necessarily where the damage occurred.

The package arrived empty or contents are missing

An empty, opened, resealed, or partially empty package establishes a contents discrepancy. It does not prove theft, tampering, or the responsible actor.

Before choosing a claim route, check:

  • whether the order was divided into multiple shipments;
  • whether each item has a separate tracking number;
  • whether an item was backordered or canceled;
  • whether the seller’s packing record lists the missing item;
  • whether the received box was expected to contain the full order;
  • whether accessories or components were packed inside product packaging;
  • whether the carrier recorded damage or repackaging;
  • whether a final-mile partner delivered the shipment.

Document all items received together so the record shows both what is present and what is missing.

Is package weight proof?

A recorded weight may support an inquiry, but it does not by itself prove when or where contents became missing. Carrier weights can reflect rounding, packaging, dimensional systems, different scales, or different measurement stages.

Use weight as supporting context, not as conclusive proof of theft or carrier responsibility.

Is an unboxing video required?

An unboxing video can be useful supplemental evidence. The official carrier requirements reviewed for this page do not make a video a universal prerequisite, and a video does not guarantee approval.

Photographs, original packaging, proof of value, item identity, and physical inspection may still be required.

Do not destroy or transfer the evidence too early

Major carrier processes may require the original shipment and packaging for inspection.

Before the relevant official process releases the evidence, do not automatically:

  • throw away the outer box or mailer;
  • discard internal cushioning, inserts, wraps, or seals;
  • repair the item;
  • clean or alter damaged surfaces;
  • remove or cover the shipping label;
  • return the item in a different box;
  • reship it to the seller;
  • dispose of missing-content packaging;
  • separate the damaged item from its original packaging;
  • authorize salvage or disposal.

A seller may reasonably request a return, while a carrier may still require inspection. Tell both parties that the original shipment is being preserved and ask how to coordinate the return without destroying the carrier evidence path.

Carrier claim and seller remedy are different

The buyer’s order problem and the carrier’s transportation claim are not the same process.

Seller or merchant process

The seller may control:

  • replacement or refund;
  • order-completion investigation;
  • packing and fulfillment records;
  • split-shipment information;
  • return authorization;
  • marketplace communication;
  • the carrier contract and claim.

Carrier process

The carrier may control:

  • damage inspection;
  • missing-contents review;
  • service-coverage eligibility;
  • claim documentation;
  • approved carrier payment;
  • salvage or repair evidence;
  • carrier-specific deadlines.

The seller should not automatically be treated as having no responsibility merely because a carrier claim exists. The carrier should not automatically be treated as the only path merely because tracking shows a delivery event.

Marketplace, payment-provider, warranty, insurance, and seller deadlines may continue while the carrier process is open. Preserve each deadline separately.

Who can start the carrier process?

There is no universal rule.

Carrier or division Who may control or start the process Evidence and limitation
USPS domestic, United States Eligible sender or receiver may file Keep the damaged article, container, packaging, and contents; inspection may be required
USPS international Depends on direction and service; the origin-country sender often starts the inquiry Incoming damage may require prompt destination Post Office inspection
UPS, United States A recipient or third party may sometimes file as a guest, but the shipper can restrict filing Packaging and contents must be retained; approved payment generally goes to the shipper
FedEx, United States The eligible claimant uses the official claim process; sender/shipper involvement may be needed Original packaging, photos, value proof, repair or inspection records may be required
Canada Post The sender starts the cited damage investigation Receiver keeps goods and original packaging, takes photos, and cooperates with inspection
DHL eCommerce, United States The cited Shipment Value Protection process is shipper-controlled It is a business protection program, not universal consumer coverage
DHL Express, United States Claim rights usually belong to the shipper unless a written release applies Original shipment and packaging may need to remain at the delivery location for inspection

If the recipient cannot open the official process, contact the seller, sender, shipper, merchant, or account holder rather than assuming the website is broken.

Current deadline examples are not universal

Act promptly. Do not wait for the outer limit.

  • USPS domestic: the current official guidance reviewed on July 22, 2026 says eligible damage or missing-contents claims should be filed immediately and no later than 60 days from mailing.
  • UPS U.S.: the current page reviewed says lost or damaged claims should be started within 60 days of the scheduled delivery date.
  • FedEx: the current U.S. claim portal publishes different timing for U.S. and international damage or missing-contents claims.
  • Canada Post: the current damage process publishes different domestic and U.S./international investigation periods.
  • DHL eCommerce and DHL Express: program, division, country, contract, and shipment route materially change the process.

These examples start from different events and apply to different services and roles. They must not be converted into one “60-day rule.”

A seller return window, marketplace protection period, payment dispute deadline, warranty period, or insurer deadline may be shorter.

Carrier-specific evidence differences

USPS domestic

USPS currently allows either the sender or receiver to file an eligible domestic claim for damage or missing contents. The damaged article, mailing container, packaging, and received contents must be retained, and USPS may require presentation at a Post Office.

Damage alone does not create compensation eligibility. The mail service, insurance or included coverage, proof of value, contents, and claim review still matter.

USPS international

International postal damage is direction- and service-specific. For many U.S.-outbound services, the U.S. sender starts the inquiry.

For cited incoming international damage or missing contents, USPS directs the recipient to present the article, container, wrapping, packaging, and contents to a Post Office promptly and to contact the foreign sender.

Do not apply the domestic filing rule to international mail without checking the exact official service process.

UPS in the United States

UPS may allow a recipient or third party to file as a guest, but the shipper can restrict that route.

UPS asks users to retain the contents and packaging and may request:

  • the damaged item;
  • internal packing;
  • the shipping label;
  • exterior package damage;
  • package dimensions;
  • item description, brand, model, serial, color, and quantity;
  • invoice or other proof;
  • physical inspection.

Approved UPS claim payment is generally sent to the shipper, so the seller or sender may remain necessary even when the recipient helps document the claim.

FedEx in the United States

FedEx may request:

  • photographs of the package and contents;
  • receipt, invoice, or other proof of value;
  • serial numbers;
  • repair estimate or repair invoice;
  • a statement that the item cannot be repaired;
  • inspection evidence;
  • original packaging and contents.

FedEx tells users not to discard the original packaging while the claim is unresolved. Its current guidance distinguishes U.S. and international filing timing.

Canada Post

In the cited Canada Post consumer process, the sender starts the investigation and receives the final decision.

The receiver should keep:

  • the damaged goods;
  • the original shipping container;
  • internal packaging;
  • invoices or value records;
  • photographs taken promptly.

Canada Post may require inspection. Domestic and international timing differ.

DHL eCommerce

DHL eCommerce must be scoped by country, route, and protection program.

In the cited U.S. Shipment Value Protection model, the shipper submits the claim. Some international destination-post routes may instead require the recipient to obtain a prompt damage report from the local postal operator and send it to the shipper.

Do not generalize one country’s short reporting period to all DHL eCommerce shipments.

DHL Express

In the cited DHL Express U.S. claim instructions, claim rights usually belong to the shipper unless a written release applies.

DHL Express may require the original shipment and packaging to remain at the original delivery location for inspection, together with photographs, proof of value, serial numbers, and repair or salvage evidence.

DHL Express and DHL eCommerce are different divisions and must not be treated as one claim process.

What if tracking says the package was damaged before delivery?

A carrier-recorded damage event proves that the carrier recorded an operational damage-related event. It does not prove the final condition of the merchandise.

Possible later outcomes include:

  • continued movement;
  • carrier repackaging;
  • inspection or hold;
  • delivery;
  • return to sender;
  • seller reshipment or replacement.

Follow the newest official event.

When this is a different problem

The whole parcel cannot be found after “Delivered”

Use Delivered but Package Not Received. That page owns recovery when the entire parcel is absent.

This page owns a parcel that is physically present but damaged, empty, or incomplete.

The item is wrong, defective, or not as described

A wrong product, manufacturing defect, compatibility problem, or item-not-as-described issue may be primarily a seller, manufacturer, warranty, or marketplace problem unless evidence also shows transit damage.

The parcel is returning because of damage

Use the return-status page for reverse movement, while preserving damage evidence and contacting the seller.

Verify independently. Fake carrier, seller, or compensation messages may ask for payment, identity data, card details, or account credentials. Use Is This Delivery Text, Email, Fee, or Tracking Link Fake? for the verification workflow.

What the evidence does not prove

Damage, photographs, an empty parcel, a repackaging label, a carrier weight, or a tracking event alone cannot establish:

  • where the damage occurred;
  • whether it occurred before carrier acceptance;
  • whether the seller packed every item;
  • whether packaging was adequate;
  • whether contents were removed;
  • whether a parcel opened accidentally;
  • whether customs or a carrier inspected it;
  • whether the carrier repackaged it;
  • whether weight records are comparable;
  • whether a defect was caused in transit;
  • whether the carrier accepts liability;
  • whether the service included insurance or shipment protection;
  • whether the recipient is the eligible filer;
  • whether a claim will be approved;
  • whether compensation equals the purchase price;
  • whether the seller must refund or replace;
  • whether theft, tampering, negligence, or fraud occurred.

Use the evidence to preserve options and support an official review—not to make unsupported accusations.

Keep the tracking timeline with your private evidence

USTracking can help you save the shipment, keep available public tracking events together, receive notifications, and request plain-language explanations of recorded carrier events:

USTracking cannot inspect the parcel, verify photographs or contents, access private carrier weight records, contact the seller or carrier, create a damage report, preserve physical evidence, open an investigation, file a claim, issue a refund, determine compensation, or guarantee recovery.

Official carrier sources and actions

USPS

UPS

FedEx

Canada Post

DHL

Scope and limitations

This page explains immediate evidence preservation, physical-condition classification, and first-party routing using official sources reviewed on July 22, 2026.

Carrier filing windows, claimant authority, inspection requirements, service coverage, international postal routes, and claim portals can change. USPS, UPS, and FedEx examples are primarily U.S.-scoped. Canada Post examples apply to Canada. DHL Express and DHL eCommerce are separate divisions. The cited DHL eCommerce U.S. source is a shipper-facing protection program, not universal consumer coverage.

This page does not diagnose a specific parcel, collect photographs or identifiers, determine fault or legal liability, promise compensation, or replace the seller, sender, carrier, marketplace, insurer, payment provider, manufacturer, emergency service, or legal process.

Last reviewed: July 22, 2026 Scheduled review: September 20, 2026