United Parcel Service (UPS)

UPS describes what personal information it collects (account details, shipping addresses, payment information, device and location data, and browsing activity), how that information is used to provide and improve services and to communicate with customers, when it is shared with carriers, affiliates, vendors, and authorities, and how customers can exercise data-subject rights, including access, correction, deletion, and opt-out of certain processing. The notice also covers cookies, advertising choices, and contact details for the UPS Data Protection Office.

UPS does not sell goods directly to consumers, so there is no consumer return policy. The closest equivalent is the UPS Service Guarantee, sometimes called the money-back guarantee. It refunds shipping charges for select services if a package misses the published commitment time, subject to suspensions UPS may declare during peak periods or service disruptions. Refund requests must be filed within 15 calendar days of the scheduled delivery. Read the UPS Service Guarantee. To file a lost or damaged package claim, use the UPS claims tool. 

The UPS website terms of use govern personal, non-commercial use of ups.com, the UPS mobile applications, and related tools. They cover acceptable use, account responsibility, intellectual property ownership, third-party content, disclaimers of warranties, limitation of liability, indemnification, and the venue and governing law for disputes. Shipping itself is governed by a separate UPS Tariff and Terms and Conditions of Service, which sets out rates, surcharges, declared value, prohibited items, and carrier liability rules.

Enter your 1Z tracking number or InfoNotice reference number on the UPS tracking page to see real-time status updates, estimated delivery, and any exceptions. You can also text the tracking number to 69877 (MyUPS) for status by SMS in the U.S., or sign in to UPS My Choice to see all inbound packages in one dashboard. 

Open the UPS account sign-up page and choose either a personal account, used for tracking and My Choice, or a business account, used to ship, print labels, and access UPS Rewards. You’ll need an email address, phone number, and a U.S. shipping address. Business accounts also require a billing payment method. 

Sign in at ups.com profile to update your address, contact details, payment information, and delivery preferences. Address changes flow through to UPS My Choice so future deliveries route to the new address. 

If your package has not yet been loaded for final delivery, sign in to UPS My Choice and choose ‘Change Delivery.’ Options can include redirecting to a UPS Access Point, holding for pickup, or rescheduling for a later date. Some changes are free, others carry a fee, and the option is not available on every shipment.

Start at the UPS ship page to compare service levels, print a label, and schedule a pickup or drop-off. To find a drop-off location near you, use the UPS Store and Access Point locator. For international shipments, see the international shipping support page. 

File a claim on the UPS claims page. You’ll need the tracking number, a description of the contents, and proof of value, such as an invoice or receipt, and, for damage claims, photos of the package and contents. Claims must be filed within 60 calendar days of the scheduled delivery date for U.S. shipments, and timelines differ for international and freight shipments. 

Submit a refund request through the UPS Service Guarantee process within 15 calendar days of the scheduled delivery date. The guarantee can be suspended during peak periods or weather events, so check the current service alert before filing. UPS typically issues approved refunds as a credit to the shipper’s UPS account, not to the recipient. 

Call UPS at (800) 742-5877, also known as 1-800-PICK-UPS. For international shipping support, call (800) 782-7892. For TTY support, call (800) 833-0056. You can also use the UPS email form or message UPS on Facebook or X. 

Use the UPS location finder, filter by service type, such as drop-off, hold for pickup, or notary, and enter a U.S. ZIP code or city. The tool shows operating hours, supported services, and driving directions.