Every so often, a package that you hand to UPS or USPS may stop receiving tracking updates during its journey to your recipient 🙈 In even rarer cases, a package may not be scanned in at all.

Here are some steps you can take when you believe a package you sent has gone missing.

What to do about packages that never got scanned in

Unscanned Packages: Sometimes, packages that you give to carriers may not get scanned in for a variety of reasons, including:
- Congestion at Carrier Locations: Sometimes acceptance points may be experiencing backlogs that cause delays in the initial scan process (these backlogs can be due to weather events, holiday peak seasons, etc); in most of these cases, the package will eventually be scanned and will likely be on its way soon 👌
- Unsecure Drop-off Locations: Dropping off packages in locations that aren't secure, such as blue USPS collection boxes, may result in package theft. This is why we suggest dropping off your packages directly at the Post Office or your nearest The UPS Store® location.
  - For future reference, you can also schedule a pickup where a USPS or UPS worker comes to get your packages and scans them on the spot.
- Misplaced Packages: Carriers receive millions of packages each day, and sometimes, shipments can be misplaced at one of their locations.
Reach Out to the Carrier You Shipped With: Our crew can only see the same tracking information that you can, so unfortunately, there isn't much insight we can provide when a package isn't scanned in 😅 For this reason, we suggest reaching out to the carrier you shipped with to get more information.
- For USPS shipments, you can try walking into your local Post Office and present your package's tracking number, or file a missing mail search.
- For UPS shipments, you can file a tracer request on the UPS website. If the package isn't located after that, you can file a carrier liability claim through the InsureShield Claims Portal. We have more info on that process below.

Missing USPS packages

Wait 7 Business Days: If your USPS package is lost, we suggest first waiting 7 business days from the shipment date (or 30 days for international shipments). Sometimes it just takes a little extra time for packages to get delivered.

Submit a Missing Mail Search Request: If there have been no tracking updates after the waiting period, and the package still hasn’t been delivered, then you can submit a missing mail search request with USPS or call them directly at 1-800-ASK-USPS.

Get the GPS Location Scan Info: Another option is to call your recipient's local Post Office and ask for the GPS location scan information.
- When you present the tracking number, USPS can tell you the GPS location where the package was scanned and delivered within a 6-foot radius 👍 Then, you can inform your recipient that you requested the GPS scan. A little information is always better than none!

File a USPS Insurance Claim: For insured services (like USPS Ground Advantage or USPS Priority Mail) or if you purchased additional insurance, you may be eligible to file an insurance claim for the lost package.

Missing international USPS shipments

If the Package Has Left the U.S.: For USPS international services, the standard missing mail search process and form won't work unless your package is still in the United States.
- If your package's tracking information shows that it has left the U.S., the best course of action is to either:
  - a) talk to your local Post Office, or
  - b) start the insurance claim process.
International USPS Insurance: Priority Mail International and Priority Mail Express International packages both come with $200 of built-in insurance on Pirate Ship, and you can file a claim directly with USPS if you didn't purchase additional insurance.
- First Class Package International shipments don't include built-in insurance, so if you didn't add third-party insurance, your best course of action is to talk to your local Post Office to see if they may be able to help locate your package.
- Learn more about how to add insurance to your packages.

Missing UPS packages

Contact UPS to Locate Your Package: If your main objective is to locate your package, we recommend filing a tracer request with UPS. You can do this directly on the UPS website by providing the tracking number of your shipment.
File an InsureShield Claim as the Next Step: If the package is unable to be found after you've filed a tracer and you want to move forward with a claim, you can file a UPS carrier liability claim through the InsureShield Claims Portal.
- Here’s more info on how to file a UPS carrier liability claim through InsureShield.

Missing Simple Export Rate packages

If the Package Has Been Handed to Asendia: If USPS has handed a missing Simple Export Rate package to Asendia from USPS (in this case, the package's tracking information contains a tracking update from Asendia), you unfortunately aren't able to file a search for it.
- However, if you purchased third-party insurance, you can begin the process of filing a claim.
If the Package Hasn't Been Handed to Asendia: If the package's tracking information doesn't contain an update from Asendia and only shows USPS updates, then USPS is likely still in possession of it. In this case, we recommend filing a Missing Mail Search directly with USPS for this shipment.
- You can file a Missing Mail Search before you file an insurance claim (if you purchased third-party insurance).

If you purchased third-party insurance, we recommend filing a claim through InsureShield