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UPS Refund Policy

Last verified: 2026-03-19

Official UPS PolicyVerified

www.ups.com/us/en/fragments/support-portal-fragments/refund-for-service-guarantee-ss

Summary

UPS offers refunds within 15 calendar days from the scheduled delivery date (must be notified in writing or by phone within this period). Processing time: UPS typically resolves a Guaranteed Service Refund claim within 8–10 business days after submission. Refund methods include credit applied to the shipper’s ups billing center account and electronic refund to the original payment method. The shipment must be covered by UPS’s Service Guarantee (eligible service level).

Refund Window

15 calendar days from the scheduled delivery date (must be notified in writing or by phone within this period)

Processing Time

UPS typically resolves a Guaranteed Service Refund claim within 8–10 business days after submission

Refund Method

Credit applied to the shipper’s UPS Billing Center account (billing credit)

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How to Get a Refund — Step by Step

  1. 1Log in to the UPS Billing Center or the UPS Claims Dashboard.
  2. 2Select “Guaranteed Service Refund” (or similar) and start a new claim.
  3. 3Enter the required shipment details: UPS tracking number, ship date, scheduled delivery date, and any proof of late delivery.
  4. 4Submit the claim; UPS will investigate and typically respond within 8–10 business days.
  5. 5If approved, receive the refund as a credit to your UPS account or an electronic/mailed payment.

When You Can Get a Refund

  • The shipment must be covered by UPS’s Service Guarantee (eligible service level)
  • Refund request must be submitted within 15 calendar days of the scheduled delivery date
  • The shipment must not fall under any exclusion listed in the Service Guarantee (e.g., large‑package surcharge, hazardous materials, customs delays, etc.)
  • Required documentation – tracking number, ship date, scheduled delivery date, and proof of late delivery – must be provided

All Refund Methods

  • Credit applied to the shipper’s UPS Billing Center account (billing credit)
  • Electronic refund to the original payment method (e.g., bank account or credit card) or mailed check, at UPS’s discretion

Partial Refunds

  • UPS may issue a proportional refund for only the portion of a multi‑package shipment that missed the guaranteed delivery window
  • Refunds are limited to the shipping charges (and applicable surcharges) directly affected by the delay.

Dispute Process

  • If a refund claim is denied, the shipper can contact UPS Billing Center by phone (+1‑800‑742‑5877) or email to request a review.
  • A written dispute must be filed within the same 15‑day window after the denial, referencing the original claim number.
  • UPS will re‑evaluate the claim and provide a final decision; if still denied, the shipper may pursue a chargeback through their card issuer.

Additional Notes

  • Exclusions such as large‑package surcharges, hazardous‑goods shipments, customs holds, or deliveries to locations where UPS cannot attempt delivery void the Service Guarantee.
  • UPS may choose to issue a credit rather than a cash refund, especially when the original payment method cannot be identified.