Package stuck: should the sender or the recipient contact the carrier?
The person or store who paid for shipping is the carrier's customer. That's why carriers often tell recipients to "contact the shipper".
Rules checked against the official pages on November 14, 2026.
Contact the sender first when
- You bought from a store or marketplace: they can open a trace, file a claim and send a replacement, often without waiting for the carrier.
- The package was insured: the sender has the receipt.
Contact the carrier yourself when
- It's a USPS package: anyone can file a Help Request Form or Missing Mail search.
- The sender isn't responding.
- You want to change delivery (hold at a location, redirect).
The official rules and deadlines
| Who | Rule | Who files | Source |
|---|---|---|---|
| USPS | Lost Priority Mail Express: you can file a claim no sooner than 7 days after the mailing date and no later than 60 days. Either the sender or the recipient can file, but whoever files must have the original mailing receipt. | either | Official page |
| USPS | Lost Priority Mail, USPS Ground Advantage, Insured Mail, COD, Registered Mail and Priority Mail Express COD: file no sooner than 15 days after the mailing date and no later than 60 days. Uninsured items generally can't be paid: "USPS may not legally pay compensation for uninsured lost or damaged articles." | either | Official page |
| USPS | Domestic claims for lost, damaged or missing contents must be filed no later than 60 days after the mailing date. Damaged or missing contents can be claimed right away. | either | Official page |
| USPS | APO/FPO Priority Mail Express Military: 21 to 180 days after mailing. APO/FPO/DPO insured or registered (Priority, First-Class, Ground Advantage, SAM, PAL): 45 days to 1 year. Surface-only insured: 75 days to 1 year. | either | Official page |
| USPS | A denied USPS claim can be appealed within 30 days of the decision, and a second appeal is allowed within 30 days of the first appeal's denial. | either | Official page |
| USPS | USPS Ground Advantage includes up to $100 of insurance against loss or damage in the price, for outbound and return shipments. The package needs a USPS Tracking barcode to qualify. Senders can buy more coverage, up to $5,000. | either | Official page |
| USPS | Priority Mail and Priority Mail Express include up to $100 of insurance in the price for most shipments, if the package has a USPS Tracking barcode. Priority Mail insurance isn't included when it's bought with certain extra services. More coverage is usually available. | either | Official page |
| UPS | Start a UPS claim within 60 days of the scheduled delivery date for lost or damaged packages, or for a COD payment that wasn't received. Recipients and third parties can file as a guest unless the shipper's account blocks it. Approved claim payments go to the shipper. | either | Official page |
| UPS | UPS says you can typically expect a resolution in 8 to 10 business days unless more investigation is needed. Payment is sent to the shipper about 3 days after payment documents are validated. | either | Official page |
| UPS | UPS's liability for a lost or damaged domestic package is limited to $100 unless the shipper declared a higher value and paid for it when creating the shipment. Declared value isn't insurance, and the maximum is $50,000 per package. Source: the 2026 UPS Tariff/Terms and Conditions of Service (effective April 17, 2026), section 56, linked from this page. | sender | Official page |
| FedEx | FedEx Express and Ground: file a claim for damaged or missing contents no later than 60 calendar days from the ship date for U.S. packages. Recipients can file their own claim, or ask the merchant to file or send a replacement. | either | Official page |
| FedEx | International packages: file a claim for damaged or missing contents no later than 21 calendar days from the ship date. | either | Official page |
| FedEx | Claims for undelivered or lost FedEx shipments must be filed within nine months of the ship date. The key number is nine months, not a day count. | either | Official page |
| FedEx | For U.S. package services, FedEx's liability for each package is limited to $100 unless the shipper declares a higher value and pays the extra charge. FedEx says declared value isn't insurance, and the shipper has to prove actual damages. Source: the Terms and Conditions in the 2026 FedEx Service Guide, "Declared value and limits of liability". | sender | Official page |
Questions
The store says to wait. How long?
Until the gap since the last scan is longer than normal for that facility (each facility page lists it), or until the marketplace's own deadline, whichever comes first.
All guides · Find your facility: UPS, USPS, FedEx