{"id":3541,"date":"2026-11-06T10:25:37","date_gmt":"2026-11-06T10:25:37","guid":{"rendered":"https:\/\/www.shippingchimp.com\/blog\/?p=3541"},"modified":"2026-11-06T10:25:37","modified_gmt":"2026-11-06T10:25:37","slug":"how-to-file-a-shipping-claim-with-canada-post-purolator-ups-and-fedex-and-stop-writing-off-losses","status":"publish","type":"post","link":"https:\/\/www.shippingchimp.com\/blog\/how-to-file-a-shipping-claim-with-canada-post-purolator-ups-and-fedex-and-stop-writing-off-losses\/","title":{"rendered":"How to File a Shipping Claim With Canada Post, Purolator, UPS and FedEx (and Stop Writing Off Losses)"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Every carrier gives you a window to recover the value of a lost package, and every window closes. This guide walks through exactly how to file a claim with Canada Post, FedEx, UPS, Purolator and DHL Express: when you can file, how long you have, where to submit, and what to have ready.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why So Many Canadian Sellers Write Off Lost Package Losses<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A lost package claim is one of the few shipping costs you can actually get back. Yet many Canadian D2C brands never file, or file too late. The reason is rarely that the claim was invalid. It&#8217;s that the window closed before anyone noticed.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Every carrier sets two clocks. The first is a waiting period: you usually can&#8217;t file until the expected delivery date has passed, or until a trace has failed to find the parcel. The second is a hard filing deadline. Miss it, and the loss isn&#8217;t delayed. It&#8217;s permanent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Carriers also won&#8217;t tell you when a package qualifies. There&#8217;s no automatic alert saying &#8220;this shipment is now claim-eligible.&#8221; The burden sits entirely with the shipper to spot the exception, gather the paperwork and submit on time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When you&#8217;re shipping hundreds of orders a week across several carriers, that&#8217;s easy to lose track of. A few missed claims a month quietly eat into margin.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The fix is a repeatable process for each carrier. The rest of this guide gives you exactly that.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Before You File: What You Need for Any Carrier<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you&#8217;re wondering how to claim shipping insurance or base carrier liability, the paperwork is nearly identical across carriers. Have these four items ready before you open any claim form:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Tracking number<\/strong> (or waybill number) for the shipment<\/li>\n\n\n\n<li><strong>Proof of shipment<\/strong>, such as the shipping label, manifest or acceptance receipt<\/li>\n\n\n\n<li><strong>Proof of value<\/strong>, such as the commercial invoice or the customer&#8217;s order receipt<\/li>\n\n\n\n<li><strong>A description of the contents<\/strong>, including quantities and any serial numbers<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For damage claims, add photos of both the outer packaging and the contents. Keep the packaging, too. Most carriers reserve the right to inspect it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Understand declared value before you ship.<\/strong> Most carriers include base liability that is capped at a modest amount, commonly around $100 CAD on standard parcel services. That cap applies no matter what the item cost you. To recover more, you need to purchase additional declared-value coverage when you create the label. You can&#8217;t add it after the package goes missing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Know the two most common rejection reasons.<\/strong> Claims are most often denied because they were filed after the carrier&#8217;s deadline, or because proof of value was missing or didn&#8217;t match the claimed amount. Both are entirely preventable. Getting your documentation right is the first step in any successful lost package claim.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to File a Canada Post Lost Package Claim<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A Canada Post lost package claim starts as a missing-item investigation, which becomes a claim if the parcel isn&#8217;t found.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Waiting period.<\/strong> For domestic parcels, you can start once the expected delivery date has passed. International shipments have longer minimums: Registered Mail and International Parcel (Air) need 30 days from the shipping date, and International Parcel (Surface) needs 60 days.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Filing deadline.<\/strong> Domestic claims must be started within 90 days of the shipping date. U.S. and international claims must be started within 6 months.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How to file.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open a support ticket through Canada Post&#8217;s online support centre, or through your commercial account representative.<\/li>\n\n\n\n<li>Select the missing-item option and enter the tracking number.<\/li>\n\n\n\n<li>Attach proof of value and proof of shipment.<\/li>\n\n\n\n<li>Respond quickly to any follow-up requests. Canada Post won&#8217;t process an incomplete form.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Documents needed.<\/strong> Tracking number, sender and recipient addresses, proof of value, and a contents description. Higher-value claims may need additional supporting documents.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Coverage.<\/strong> Eligible tracked services such as Priority, Xpresspost and Expedited Parcel include up to $100 of liability coverage. Additional coverage can be purchased at the time of mailing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Only the sender can file. If your customer contacts Canada Post directly, they&#8217;ll be redirected to you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to File a FedEx Lost Package Claim<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A FedEx lost package claim begins with a trace, because FedEx first checks whether the parcel is simply delayed or misrouted.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Waiting period.<\/strong> Wait until the expected delivery date has passed, then contact FedEx to open a trace. If the package isn&#8217;t located, you can move to a formal claim. Start the trace early: the filing clock keeps running while FedEx searches.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Filing deadline.<\/strong> FedEx deadlines depend on the service and the lane. Loss claims on some services allow up to 9 months from the ship date, but damage and missing-contents claims are commonly 60 days, and international claims can be as short as 21 days. The safe working rule is to file every FedEx claim within 60 days of shipment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How to file.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Sign in to your FedEx account and go to the claims section of FedEx&#8217;s customer support site.<\/li>\n\n\n\n<li>Choose &#8220;lost&#8221; as the claim type and enter the tracking number.<\/li>\n\n\n\n<li>Upload the declared-value invoice, proof of value and a contents description.<\/li>\n\n\n\n<li>Note your claim number and watch for document requests.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What to expect.<\/strong> Straightforward claims with complete documents are typically resolved within a couple of weeks. Higher-value or disputed claims take longer. Default liability is commonly $100 unless you declared a higher value when you shipped.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Tip:<\/strong> Confirm the exact deadline for your FedEx service in your account&#8217;s terms. Ground, Express and international shipments don&#8217;t all follow the same window.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to File a UPS Lost Package Claim<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A UPS lost package claim must be opened by the shipper of record, through UPS&#8217;s online claims process.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Waiting period.<\/strong> UPS generally lets you report a package once it&#8217;s about 24 hours past the scheduled delivery date with no tracking update. Many sellers wait a few business days to rule out a late scan.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Filing deadline.<\/strong> UPS must receive notice of a lost package claim within 60 days of the scheduled delivery date. For damaged packages, the 60 days run from the delivery date. <a target=\"_blank\" rel=\"noreferrer noopener\" href=\"https:\/\/help.shopify.com\/en\/manual\/fulfillment\/shopify-shipping\/shipping-carriers\/ups\/canada?ld=1\">Shopify&#8217;s UPS Canada guidance<\/a> states the same window.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How to file.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Sign in to your UPS account so the claim is linked to the shipment.<\/li>\n\n\n\n<li>Go to the UPS Claims Dashboard and choose &#8220;I am the shipper.&#8221;<\/li>\n\n\n\n<li>Select &#8220;this package is lost&#8221; and enter the tracking number.<\/li>\n\n\n\n<li>Upload the invoice, a description of the contents and any other proof of value.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">If you shipped through a platform or reseller account, you may need to file through that platform instead.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What to expect.<\/strong> UPS investigates first, often by checking facility scans and contacting the driver. Simple claims usually resolve within one to two weeks. Higher-value shipments may get additional review and need extra documents.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Watch out for driver releases.<\/strong> If the customer asked for the package to be left without a signature, a claim may be harder to win.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to File a Purolator Lost Package Claim<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A Purolator lost package claim has one step most sellers miss: you must open a trace case before you can submit the claim.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Waiting period.<\/strong> Once the shipment is past its expected delivery date, contact Purolator by phone (1 888 SHIP-123) or through its online Virtual Assistant to open a trace. The claim form asks whether a trace case exists, and a lost-shipment claim can&#8217;t proceed without one.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Filing deadline.<\/strong> Purolator&#8217;s terms allow lost-shipment claims within 9 months of the pick-up date. Damage windows are much shorter: 60 days from delivery for visible damage and 21 days for concealed damage. Don&#8217;t let the long loss window make you complacent. Evidence and memories fade fast, so file within weeks, not months.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How to file.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Open the trace case and note the case number.<\/li>\n\n\n\n<li>Start the claim through <a href=\"https:\/\/www.purolator.com\/en\/node\/1326\" target=\"_blank\" rel=\"noreferrer noopener\">Purolator&#8217;s online claims page<\/a>, which uses a step-by-step Virtual Assistant available 24\/7.<\/li>\n\n\n\n<li>Enter the tracking number, trace case number and a detailed description of the contents.<\/li>\n\n\n\n<li>Upload proof of value and proof of shipment.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Commercial shippers with an account representative can also escalate through them, which can speed up complex or high-value claims.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Coverage.<\/strong> Base liability on standard services is commonly $100 CAD unless you declared a higher value at shipping. All claims are evaluated under Purolator&#8217;s Terms and Conditions of Service.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to File a DHL Lost Package Claim<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A DHL lost package claim has the tightest deadline in this guide, so it needs the closest tracking.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Filing deadline.<\/strong> DHL Express requires written notice of a claim within 30 days of the date DHL accepted the shipment (<a target=\"_blank\" rel=\"noreferrer noopener\" href=\"https:\/\/mydhl.express.dhl\/us\/en\/help-and-support\/contact-us\/claims\/claims-faqs.html\">DHL Express claims FAQ<\/a>). The clock starts at pickup, not at the expected delivery date. On an international shipment that spends a week in transit and a few days in customs, you may have less than two weeks of real filing time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Waiting period.<\/strong> There&#8217;s little room to wait. As soon as tracking stalls past the estimated delivery date, contact DHL to start an investigation, and file the claim in parallel if the deadline is approaching.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>How to file.<\/strong><\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Complete DHL Express&#8217;s online claim form for your country.<\/li>\n\n\n\n<li>Enter the 10-digit waybill number.<\/li>\n\n\n\n<li>Attach the commercial invoice, proof of value and a description of the contents, including serial numbers where relevant.<\/li>\n\n\n\n<li>For cross-border shipments, include any customs documents, such as the commercial invoice used for clearance.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Who can file.<\/strong> Claim rights belong to the DHL Express account holder or payer. Anyone else needs an Assignment of Rights letter from them.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What to expect.<\/strong> Most claims resolve within 10 business days, though the full process can take up to 30 calendar days. Keep all packaging until the claim is closed, since DHL may inspect it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Lost Package Claim Deadlines at a Glance<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">DHL Express gives you the least time; Purolator gives you the most on paper. Sorted from tightest to longest deadline:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th>Carrier<\/th><th>Earliest you can file<\/th><th>Deadline for lost packages<\/th><th>Must do first<\/th><th>Typical base liability<\/th><\/tr><tr><td>DHL Express<\/td><td>Once tracking stalls past estimated delivery<\/td><td>30 days from pickup<\/td><td>Open an investigation<\/td><td>Varies by service and lane<\/td><\/tr><tr><td>UPS<\/td><td>About 24 hours past scheduled delivery<\/td><td>60 days from scheduled delivery<\/td><td>File as shipper of record<\/td><td>$100<\/td><\/tr><tr><td>FedEx<\/td><td>After expected delivery, once a trace fails<\/td><td>60 days from ship date (safe rule; some services allow longer)<\/td><td>Open a trace<\/td><td>$100<\/td><\/tr><tr><td>Canada Post<\/td><td>After expected delivery (domestic); 30\u201360 days (international)<\/td><td>90 days (domestic); 6 months (international)<\/td><td>Open a missing-item ticket<\/td><td>Up to $100 on eligible services<\/td><\/tr><tr><td>Purolator<\/td><td>After expected delivery, once a trace is opened<\/td><td>9 months from pickup<\/td><td>Open a trace case<\/td><td>$100 CAD<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Deadlines change. Confirm against each carrier&#8217;s current terms before relying on them.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Stop Writing Off Losses: Building a Claims Process That Actually Gets Used<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Knowing the rules only helps if someone acts on them every week. A good shipping insurance claim process is simple enough that it actually runs, even in peak season.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Flag exceptions automatically.<\/strong> Keep a tracker of every shipment that misses its expected delivery date. Add a flag when it passes the carrier&#8217;s minimum waiting period, and a second flag at the halfway point to the deadline. Nothing should reach day 25 on a DHL shipment without someone looking at it.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Standardize documents at the point of shipment.<\/strong> Save the label, invoice and order details together the moment a shipment is created, keyed by tracking number. When a package goes missing, filing should take five minutes, not an afternoon of searching your inbox.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Assign an owner and a cadence.<\/strong> One person reviews flagged shipments on a fixed day each week, opens traces and files claims. A shared process with no owner is the same as no process.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. Match coverage to order value.<\/strong> Review which orders exceed the roughly $100 base liability cap and set a rule for when to buy declared-value coverage. Recovering $100 on a $400 order is still a $300 loss.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5. Centralize tracking across carriers.<\/strong> Checking five carrier portals separately is where claims slip through. A multi-carrier shipping platform like ShippingChimp brings tracking exceptions from every carrier into one dashboard. That makes it easy to catch claim-eligible shipments well before the deadline passes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Unfiled claims aren&#8217;t a cost of doing business. They&#8217;re a revenue leak you can close.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Let ShippingChimp File Your Claims for You<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Everything above takes time: watching tracking, opening traces, gathering invoices and beating five different deadlines. If you ship through ShippingChimp, you don&#8217;t have to do it yourself.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">ShippingChimp files lost package claims with the carrier on your behalf. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>No missed deadlines.<\/strong> Claims are filed within each carrier&#8217;s window, so losses don&#8217;t expire unnoticed.<\/li>\n\n\n\n<li><strong>No paperwork scramble.<\/strong> Shipment details are already on file, so you&#8217;re not hunting for labels and tracking numbers.<\/li>\n\n\n\n<li><strong>One place for every carrier.<\/strong> Tracking exceptions from all your carriers show up in a single dashboard.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The result: money you&#8217;d otherwise write off comes back to your business, and your team gets its time back too.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently Asked Questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">How long do I have to file a lost package claim?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">It depends on the carrier, and missed deadlines are one of the most common reasons claims get rejected. DHL Express allows 30 days from pickup. UPS allows 60 days from the scheduled delivery date. For FedEx, treat 60 days from the ship date as your safe deadline. Canada Post allows 90 days for domestic shipments and 6 months for international ones. Purolator allows up to 9 months for loss. The safest approach is to flag any shipment that misses its expected delivery date and file a lost package claim well before any deadline gets close.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What documents do I need to file a shipping claim?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Every carrier asks for some version of the same core documents. You&#8217;ll need the tracking or waybill number, proof of shipment such as the label or receipt, proof of value such as an invoice or sales receipt, and a description of the contents. Damage claims also need photos of the packaging and the item. Higher-value claims may need extra supporting documents. Saving these together at the time of shipment is what makes filing fast instead of frustrating.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How much will I get back for a lost package?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Most carriers cap base liability for a lost or damaged package at a modest amount, commonly around $100 CAD on standard parcel services. That cap applies regardless of what the item actually cost. A seller shipping higher-value items without extra coverage may recover only a fraction of the loss. Buying declared-value coverage when you create the label is the only way to close that gap. It can&#8217;t be added after the fact.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can my customer file the claim instead of me?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Generally, no. Claims are almost always opened by the shipper, meaning the business that paid for and created the shipping label. Canada Post only accepts claims from the sender, and DHL Express gives claim rights to the account holder or payer. This catches many D2C sellers off guard. If a customer reports a lost package, you need to open and manage the lost package claim with the carrier yourself.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What happens after I file a lost package claim?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The carrier reviews your documents and may ask for more information if anything is missing or unclear. It then issues a decision: full approval up to the declared or default liability amount, partial approval, or denial. Straightforward claims with complete documents usually resolve within one to two weeks. Claims needing extra verification, especially for higher-value items, can take up to a month or more. Respond quickly to any document requests, since slow replies can lead to a claim being closed.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Is shipping insurance worth it for small businesses?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">For shipments worth more than the carrier&#8217;s default liability cap, usually yes. The cost of declared-value coverage is typically small compared with the risk of losing the full item value. For lower-value orders already covered by base liability, extra insurance may not be needed. That&#8217;s why it pays to set coverage rules by order value, rather than applying one rule to every shipment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What if my claim gets denied?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A denial is usually tied to a specific, fixable issue: missing documents, filing after the deadline, or a dispute over declared value. Most carriers let you appeal or resubmit with additional supporting documents when the original denial was about incomplete paperwork. Read the denial reason carefully and respond with exactly what was requested. Resubmitting the same claim unchanged rarely works.<\/p>\n","protected":false},"excerpt":{"rendered":"Every carrier gives you a window to recover the value of a lost package, and every window closes.&hellip;\n","protected":false},"author":4,"featured_media":3542,"comment_status":"closed","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3541","post","type-post","status-publish","format-standard","has-post-thumbnail","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to File a Shipping Claim With Canada Post, Purolator, UPS and FedEx (and Stop Writing Off Losses) - ShippingChimp | Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.shippingchimp.com\/blog\/how-to-file-a-shipping-claim-with-canada-post-purolator-ups-and-fedex-and-stop-writing-off-losses\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to File a Shipping Claim With Canada Post, Purolator, UPS and FedEx (and Stop Writing Off Losses) - 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