Package arrived damaged? How to file a claim that gets paid

A damaged parcel is one of the most recoverable shipping problems, because carriers actually pay damage claims when they are filed correctly and on time. The claims that fail usually fail for paperwork reasons: no photos, packaging thrown away, deadline missed. This page walks you through getting it right.

In the first 24 hours

The evidence you collect now decides the claim later:

1. Photograph everything before touching anything. The outer box from all sides, the shipping label in close-up, the internal packing, and the damaged item itself. If the box is being delivered right now and looks damaged, film the unboxing on your phone.
2. Keep the packaging. All of it: box, bubble wrap, filling, tape. Carriers can and do ask to inspect it, and "insufficient packaging" is the most common reason for a denied claim. If you threw the box away, you have already weakened your case.
3. Note the time and how it was left. On the porch, handed to you, signed for by a neighbor. Combined with the delivery scan evidence this pins down when the damage happened.

Who actually owes you: carrier or seller?

This depends on your country's consumer law, but the pattern is consistent: for a purchase, your first claim is against the seller, who sold you goods that arrived in broken condition. The seller then claims from the carrier, because the carrier's contract is with the shipper. This routing is faster and legally stronger than chasing the carrier yourself.

Going straight to the carrier makes sense in two cases: you shipped something yourself, or the seller is unresponsive and you want a parallel track running.

Carrier claim deadlines

These are typical windows, but always verify the current one on your carrier's site:

• FedEx and UPS: damage claims usually within 60 days of delivery; FedEx requires visible damage reported promptly, concealed damage within its own window.
• USPS: insured mail claims generally up to 60 days from mailing.
• DHL: shorter windows, often 14 to 30 days for visible damage.

The rule you should act on: file within days, not weeks. Whatever the exact window, claims filed in the first week carry fresh evidence and settle fastest.

What to expect from the claim

Approved claims typically pay the item's declared or insured value, whichever is lower. Two catches to know in advance:

• Basic coverage is low. Many services include only a small default amount (a common figure is around $100 on major couriers) unless the shipper declared a higher value and paid for it. If the seller shipped your $600 order at default coverage, the carrier pays a fraction; the seller owes you the rest.
• "Insufficient packaging" is the default denial. Photos of adequate original packing are your counter. If the seller shipped a glass item loose in a padded envelope, that denial becomes the seller's problem, which is another reason to go through the seller first.

Concealed damage: box fine, contents broken

The trickiest case. Report it as soon as you discover it, with photos showing the intact exterior and the damaged contents together. Carriers treat late concealed-damage reports with suspicion; same-week reports succeed far more often. Keep the packaging regardless.

Frequently asked questions

The driver left a damaged box and nobody asked me to sign. Can I still claim?

Yes. Contactless delivery means no opportunity to refuse. The photo or GPS record from the delivery scan plus your damage photos is enough to open the claim.

Should I refuse a visibly damaged parcel?

Refusing is reasonable for clearly destroyed goods (crushed box, leaking contents), and the refusal itself gets noted in tracking. For borderline cases, accepting and documenting gives you more options, because a refused parcel travels back through the system and its condition on arrival becomes harder to prove.

The seller says to "send it back first." Must I?

For a damaged item, a photo claim often replaces a physical return, especially on marketplaces: return shipping on a broken item costs more than the item. If the seller insists on a return, get them to confirm in writing who pays the return postage before you ship.

Does shipping insurance cover this?

If the parcel was insured, yes, and the claim goes through the insurer or the carrier's declared-value program. If it was not insured, you are limited to the carrier's basic coverage, which is exactly why sending the claim through the seller matters. If the parcel cannot be recovered or refunded at all, the endgame steps are in the missing package guide.