Package Lost? Here's What to Do, Who Pays, and How to Get Your Money Back

A missing package counts as lost once tracking stops updating and the carrier can't confirm delivery within its standard window. USPS lets you file a Missing Mail search seven days after mailing, UPS wants a claim within 60 days of the scheduled delivery date, and FedEx gives you up to nine months for undelivered shipments. 

Until the buyer has the order in hand, the seller is on the hook. Shipping insurance, bought per carrier or as one multi-carrier plan, is what gets that money back.

With Easyship, that coverage already comes built into every shipment you send. 

What Is Considered a Lost Package?

A package is considered lost when its tracking shows no movement past the carrier's expected delivery date and the carrier can't locate it. USPS calls this missing mail. UPS and FedEx treat a package as lost once it fails to arrive with no further tracking updates.

Every carrier works off the same basic signal: tracking updates. If tracking shows the package sitting at one facility for days past the expected delivery date, or if it stops updating altogether, that's your first clue.

USPS uses the term missing mail for anything that hasn't turned up. UPS and FedEx don't use that exact language, but the idea is the same. Once a package misses its delivery window and no new scan comes in, it moves from "delayed" to "lost" in the eyes of the carrier.

What Should You Do Next if a Package is Lost?

If your package is confirmed to be lost , here are a few immediate steps you should take.

Check Tracking and Delivery Area

• Check tracking: Look at the latest update and delivery notes.
• Look around: Check your porch, mailbox, security camera, and nearby areas. Ask family members or neighbors too.

Contact the Carrier

• Call the carrier: If tracking says “delivered” but you cannot find the package, contact the carrier.
• Report it missing: For USPS, you can submit a Missing Mail Search Request.
• Check other carriers: FedEx, UPS, and other carriers also let you report missing packages.

File a Claim

• Check insurance: See if your package has shipping insurance or carrier coverage.
• File a claim: Ask the carrier for payment if your package is lost and covered.
• Contact the seller: If you bought the item online, ask the seller about a refund or replacement.

Who Is Responsible for a Lost Package?

As the seller, you're responsible for getting an order to the customer, even after you hand it to a carrier. If a package is lost in transit, the customer expects a refund or replacement from you, not the courier.

Customers bought from your store, not from USPS, UPS, or FedEx. 

When something goes missing, they'll come back to you first, and that's fair. Your job is to make it right for them, then recover the cost by filing a claim with the carrier or your insurance.

How Can Shipping Insurance Help Here?

Shipping insurance covers the value of a package if it is lost or damaged in transit. This is different from carrier liability, which is often limited to $100 and may require proof that the carrier was at fault.

For example, $100 of carrier coverage may be enough for a $30 candle, but not a $400 blender.

What shipping insurance covers:

• Packages lost in transit
• Packages damaged in transit
• Higher-value items beyond carrier liability

Note: Insurance covers packages lost or damaged in transit, not packages stolen after they're marked delivered. If a package disappears from a porch after a successful delivery scan, that's a theft claim, not a shipping claim, and most carriers and shipping insurance won't reimburse it.

With Easyship you can insure shipments for up to $10,000 and file claims directly from your Easyship dashboard.

How Long Do You Have to Wait Before Filing a Lost Package Claim?

Each carrier sets its own wait time. USPS accepts a Missing Mail search request starting seven days after the mailing date. UPS asks you to file within 60 days of the scheduled delivery date. FedEx gives you up to nine months from the shipment date for undelivered packages.

Keep your mailing receipt or shipping label handy. That mailing date is what starts the clock for every one of these windows.

How Can You Avoid a Lost Package in the Future?

Use signature confirmation for high-value orders, double check the shipping address before the label prints, and choose sturdy packaging that survives transit. Small habits like these prevent most of the lost packages that turn into claims.

• Confirm the address at checkout. A wrong or incomplete address is one of the most common reasons behind missing mail.
• Add signature confirmation for anything valuable. It costs a few dollars and creates a delivery record with a name attached.
• Pack it right. Loose or undersized boxes are more likely to get damaged or misplaced during sorting.
• Choose carriers with frequent tracking updates. A package is easier to trace before it's officially lost.

Is Shipping Insurance Worth It?

Shipping insurance is worth it if you regularly ship items worth more than $100. For lower-value packages, the carrier’s included coverage may be enough.

Is USPS Shipping Insurance Worth It?

Yes, for packages over $100. USPS includes up to $100 of insurance with eligible services. You can buy extra coverage for higher-value shipments.

Is UPS Shipping Insurance Worth It?

Yes, for packages over $100. UPS includes $100 of liability coverage. You can declare a higher value for more protection, subject to UPS terms.

Is FedEx Shipping Insurance Worth It?

Yes, for packages over $100. FedEx includes $100 of liability coverage. You can declare a higher value, but the declared value is not shipping insurance.

Why Go For Multi-Carrier Shipping Insurance?

Multi-carrier shipping insurance covers your packages across different couriers under one policy. You do not need separate insurance for USPS, UPS, FedEx, or other carriers.

Third-Party Shipping Insurance

Third-party insurance comes from an independent insurer, not the carrier. It gives you:

• One policy across multiple carriers
• One claims process for lost or damaged packages
• Less admin when switching between couriers

With Easyship, you can insure shipments for up to $10,000 across 550+ courier services.

Coming soon: extend insurance to off-platform shipments. Not shipping with Easyship? No problem. Upload your orders through CSV or with our powerful Open API to purchase insurance policies on all your shipments, everywhere. 

Start shipping free with Easyship

FAQs

What should I do if my package is lost in the mail? 

Check USPS tracking first. If it's been at least seven days since mailing with no updates, submit a Missing Mail search request with your tracking number, mailing date, and a description of the contents. (Source: USPS)

How do I file a claim for a lost USPS package? 

Log in to your USPS.com account and start an online claim. You'll need your tracking number, mailing receipt, and proof of value. USPS customer service usually sends a decision within 5 to 10 days, along with a case number to track it. (Source: USPS)

How do I file a lost package claim with UPS or FedEx? 

Both have online claims tools. UPS wants a claim within 60 days of the scheduled delivery date; FedEx allows up to nine months for undelivered shipments. Save the reference number you're given so you can follow up. (Source: UPS, FedEx)

How can I track or trace a lost package from an online retailer?

Use the tracking number from your order confirmation email. If tracking has stalled, contact the retailer, since they can request a trace directly with the carrier on your behalf.

What should I do if tracking shows "delivered" but I never received my package? 

Check with household members and neighbors first, since misdelivery happens more often than carrier error. If it's still missing after that, contact the seller or file a claim with the carrier.

Can I insure my packages to avoid loss? 

Yes. Carriers include a small amount of coverage by default, usually $100, and you can buy more per shipment or through a multi-carrier insurance plan that covers every courier you use.

How do I get a refund for a lost package? 

The seller typically issues the refund once a lost package is confirmed, then files a claim with the carrier to recover the cost. As the buyer, request this directly from wherever you purchased the order.

Who do I contact for customer service about a lost package? 

Contact the carrier's claims department for shipping issues like a stalled scan or missing tracking update. Contact the seller directly if the order itself needs a refund or replacement.

How do I submit a complaint about an online retailer for a lost package? 

Reach out to the retailer's customer service team first. If it's unresolved, you can escalate through your payment provider, such as your card issuer or PayPal, for a dispute.