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Claims/Missing Piece

Claims/Missing Pieces Process

Despite our high standards and careful handling of your cargo shipments, mishaps may occur. In the unlikely event that your goods are damaged in transit or pieces are missing, following the instructions below will make processing your claim fast and efficient.

The person entitled to delivery (recipient/consignee) must file the complaint to UPS Air Cargo, in writing, in the case of:

  • Visible damage to the goods, immediately after discovery of the damage and at the latest within 14 days from receipt of the goods.
  • Other damage to the goods, within 14 days from the date of receipt of the goods.
  • Delay, within 21 days of the date the goods are placed at his/her disposal, and
  • Non-delivery of the goods, within 120 days from the date of the issue of the Air Waybill.

These conditions can be found on the back of the UPS Air Waybill.

Priority Service Guarantee
Damaged Cargo

Damaged Cargo

In order to process a claim for damaged cargo with UPS Air Cargo the following documentation is required:

  • Copy of the Master and House Air Waybill(s)
  • Survey/Damage report clarifying damage of and possible salvageability of said damaged item
  • Photographs of damage
  • Itemized vendor invoice
  • Original or photocopy of repair invoices
  • Copy of receipt from CFS/UPS stating freight was damaged upon receipt
  • Letter stating the claim amount and details of claim
  • Proof of payment to customer

Missing Cargo 

For shipments with Missing Cargo claims, please submit the following documentation:

  • Copy of the Master and House Air Waybill(s)
  • Itemized vendor invoice
  • Prior notification to UPS at 866.746.2404
Missing Cargo
Priority Service Claims

Priority Service Claims

As per our Priority Service Guarantee, please submit the following documentation:

  • Copy of Master Air Waybill(s)
  • Copy of Priority Confirmation Letter

Claims Forms

Americas, Canada, Europe and US Claims

Claims Form

UPS Air Cargo Claims Form

Download Claims Form (PDF)

Service Failure Claims Form

UPS Air Cargo Service Failure Claims Form

Download Service Failure Claims Form (PDF)

Please submit to:

  • UPS Cargo Claims Department

    35 Glenlake Parkway, NE

    Ste 320

    Atlanta, GA 30328

  • FAX Number: 1-800-379-9084

    Claims Customer Service Number: 1-866-746-2404

  • UPS Air Cargo Claims Email: upsairclaims@ups.com

Asia Pacific Claims

Claims Form

UPS Air Cargo Asia Claims Form

Download Asia Claims Form (PDF)

Service Failure Claims Form

UPS Air Cargo Service Failure Asia Claims Form

Download Service Failure Asia Claims Form (PDF)

Please submit to:

  • UPS APAC Cargo Claims Department

    Unit 1907-13 & 15, 19/F,  The Octagon, No.6

    Sha Tsui Road, Tsuen Wan, New Territories, Hong Kong

  • Phone Number: 852-2942-5273

  • Email: UPSAPACclaims@UPS.com