United Parcel Service (UPS)
United Parcel Service (UPS) provides package delivery, freight forwarding, supply chain, and logistics services in more than 200 countries and territories.
Telephone
Main : (404) 828-6000
Customer service : (800) 742-5877
Hearing impaired : (800) 833-0056
What you need to know about United Parcel Service (UPS)
UPS handles most customer service complaints quickly, but we have advocated several cases. Sometimes UPS mishandles parcels, which leads to frustrated customers. We've also had cases involving damaged packages. All were resolved quickly. Recently, the company lost a reader's package.
- UPS customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with UPS with our insider guide or through our executive contacts.
- Here are our frequently asked questions about UPS.
How to resolve a problem with United Parcel Service (UPS)
Try self-service first
Use our proven resolution methods, or United Parcel Service (UPS)’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does United Parcel Service (UPS) respond?
Phone supportMain: Customer service: Hearing impaired:
Usually 1 to 30 minutes (UPS does not publish a target wait time). Availability: Phone support is generally available 24 hours a day, 7 days a week for tracking and automated options; live-agent hours are 8 a.m. to midnight Eastern time, Monday through Friday, and 8 a.m. to 8 p.m. Eastern time on weekends.
Email support
Usually 1 to 5 business days.
Live chat support
Usually 1 to 10 minutes once a live agent is requested.Availability: Live support is generally available 24 hours a day, 7 days a week for tracking and automated options; live-agent hours are 8 a.m. to midnight Eastern time, Monday through Friday, and 8 a.m. to 8 p.m. Eastern time on weekends.
Social media
UPS responds to customers on Facebook, X (formerly Twitter), Instagram, LinkedIn, and YouTube. Response times range from a few hours to 1 to 2 business days depending on the platform and the complexity of the inquiry.
Help center/FAQ
UPS help center/FAQ provides quick answers to common questions regarding...
Verified contacts
United Parcel Service (UPS) customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
United Parcel Service (UPS) self-service links
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.
United Parcel Service (UPS) customer service policies
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.
United Parcel Service (UPS) loyalty program
UPS does not operate a traditional consumer loyalty program. Small-business shippers can enroll in UPS Rewards, which gives qualifying account holders discounts and points on eligible shipments based on shipping volume. Households who track and manage deliveries can also enroll in UPS My Choice, a free membership that provides delivery alerts, address change requests, and rescheduling. A paid My Choice tier (Premium) adds extra features for a monthly fee. Neither program is a points-for-purchase scheme on the consumer side.
Frequently asked questions about UPS
Call (800) 742-5877 (1-800-PICK-UPS). To skip the automated menu, say 'agent' or press 0 when prompted. Live U.S. agents are typically available 8 a.m. to midnight eastern time on weekdays and 8 a.m. to 8 p.m. eastern time on weekends. For international shipping, call (800) 782-7892. For TTY, call (800) 833-0056.
Use the UPS claims tool. You'll need the 1Z tracking number, a description of the contents, and proof of value, such as an invoice. For damage claims, include photos of the package and contents. Claims for U.S. shipments must be filed within 60 calendar days of the scheduled delivery date. The shipper is generally the party paid for an approved claim, even if the recipient files it.
Submit a refund request through the UPS Service Guarantee within 15 calendar days of the scheduled delivery date. The guarantee can be suspended during peak periods, weather events, or natural disasters, so check the current service alert before filing. Approved refunds are typically credited to the shipper's UPS account.
Use UPS My Choice and choose 'Change Delivery.' You may be able to redirect to a different U.S. address, hold the package at a UPS Access Point, or reschedule for a later date. Some changes carry a fee, and not every shipment is eligible — shippers can disable changes. If My Choice doesn't offer the option you need, call (800) 742-5877 and ask for a UPS service agent.
UPS is running a multi-quarter network efficiency program through 2026 that consolidates facilities, automates sortation, and adjusts routes. UPS has not announced a broad change to published transit-time commitments for ground or air services, but routing on individual packages can shift. The clearest signal of your package's timing is the estimated delivery date shown on the UPS tracking page.
UPS My Choice is the free membership: delivery alerts, an inbound-package dashboard, and the ability to request rerouting, hold for pickup, or rescheduling on eligible shipments. UPS My Choice Premium is a paid monthly upgrade that adds extras such as free upgraded rerouting, two-hour delivery windows where available, and authorize-shipment-release in eligible areas. Sign-up and tier comparison are at UPS My Choice.
Yes for most of the U.S., Monday through Saturday, with Sunday delivery available for SurePost packages handed off to USPS and for certain commercial customers. Residential delivery windows are generally 9 a.m. to 7 p.m. local time, but can run later during peak weeks. Sunday delivery is not universally available; check the estimated delivery date on the UPS tracking page for your shipment.
First, confirm the delivery photo and GPS location on the UPS tracking page. If the package was delivered to the wrong address, contact the shipper, who is UPS's customer of record on most shipments, and ask them to open a missing-package case. You can also call UPS at (800) 742-5877 or file directly through the UPS claims tool. Do not keep a package delivered to you by mistake — arrange a return through UPS or with the sender.
Tracking can pause for several normal reasons: the package is in transit between scan points, it's awaiting customs clearance, it's held for an incomplete address, or a weather or operational delay has hit the route. If the status hasn't updated in 24 to 48 hours past the estimated delivery date, contact the shipper first, then escalate to UPS at (800) 742-5877 or through the UPS claims tool.
Outdated info? Report it here
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published February 26, 2024. Updated May 29, 2026.