How to File a USPS Claim for Lost or Damaged Packages
Every shipper loses or damages some packages, and peak season makes it more likely. If you ship with USPS, a claim can recover the value of a lost or damaged order, but only if you file within the right window and with the right evidence. This guide walks through USPS's official claim rules, deadlines and a simple process to keep your claims organized.
Is the package covered?
USPS pays claims on insured items. Its claims page notes that insurance may be included with the service or purchased separately, and that "USPS may not legally pay compensation for uninsured lost or damaged articles." For example, USPS says Ground Advantage includes $100 of insurance for both outbound and return shipments, with extra coverage up to $5,000 available to buy. If you ship higher-value items, buy additional insurance when you create the label.
USPS also states that it "does not pay a claim higher than an item's actual value," so insuring an item for more than it is worth does not raise the payout.
When to file
The filing window depends on whether the package is lost or damaged, and on the service:
| Situation | File after | File before |
|---|---|---|
| Damaged item or missing contents (any service) | Right away | 60 days from mailing date |
| Lost: Priority Mail Express | 7 days | 60 days |
| Lost: Priority Mail, Ground Advantage, Insured Mail, COD, Registered Mail | 15 days | 60 days |
| Lost: APO/FPO Priority Mail Express Military | 21 days | 180 days |
| Lost: APO/FPO/DPO insured or registered mail | 45 days | 1 year |
Source: USPS, File a Claim (accessed October 17, 2026). Day counts run from the mailing date. Missing the 60-day deadline is an easily avoidable way to lose a claim, so track it per package.
Evidence USPS asks for
- Tracking or label number (USPS notes these are 13 to 34 characters).
- Proof of insurance: the original mailing receipt, outer packaging showing an insured label, or a printed online label record.
- Proof of value: a sales receipt, paid invoice, credit card statement or printed online transaction record, among others.
- Proof of damage: clear photos and a repair estimate from a reputable dealer. USPS says to keep the original packaging and everything in it until the claim is settled; you may be asked to bring the package to a Post Office for inspection.
Either the sender or the recipient can file, and USPS says the person filing must have the original mailing receipt. For sellers, the cleanest approach is usually to file yourself as the sender, using your label record and order invoice.
How the process works
- File online through a USPS.com account, the fastest route; or request a paper Domestic Claim form by phone and mail it with your evidence.
- Wait for a decision. USPS says decisions usually arrive within 5 to 10 days, and approved claims are paid within 7 to 10 business days.
- Appeal if needed. You can appeal within 30 days of a partial or full denial, addressing the reasons given and adding new documentation. A final appeal must be filed within 30 days of the appeal denial.
A simple claims routine for sellers
- Insure high-value orders above the included coverage when you buy the label.
- Keep evidence by default: save label records and order invoices; photograph high-value items and packing before shipping.
- Run a weekly tracking check for packages with no scan updates, and diarize the "file after" date for each.
- Ask customers for photos and to keep the packaging when they report damage.
- File before day 60, and log each claim with its status and payout.
- Review patterns monthly: repeated damage on one SKU usually means packaging needs to change.
Note that marketplace programs have their own rules: for example, orders shipped with marketplace-purchased labels may come with separate protections. See our article on Ship with Walmart in ShipStation for one example.
How Atronia Innovations can help
We provide discounted USPS and regional last-mile labels and help clients set up shipping workflows, including insurance and claims tracking. See our logistics services or try the shipping cost tool.
