How do I file a claim for a USPS Priority Express label that was not delivered in time?

When you ship using USPS Priority Mail Express, USPS guarantees on-time delivery. If they fail to meet that guarantee, you can file a claim to request a refund for the postage.

Below are the steps and important details to help you successfully submit a claim.

Topics

  1. Why can I request a refund?
  2. Steps to obtain a refund
  3. What you need to file a claim

Why can I request a refund?

USPS offers a money-back guarantee for Priority Mail Express shipments. These packages are expected to arrive at the recipient’s address within two days, by 6:00 PM local time.

If your package isn’t delivered by the scheduled delivery date on your label, you can request a refund. Note: guaranteed delivery is only available to select countries outside the U.S., so check the USPS website for the eligible country list.

Important: Your package must be received and scanned by the shipping cutoff time at the Post Office. Cutoff times vary by location, and refunds may be denied if the package is dropped off late. Check with your local Post Office to confirm their cutoff time.

Steps to obtain a refund

The video below was produced by USPS with an overview of how to file the claim.

  1. Make sure to file your claim within the following timeframes:
    • Domestic shipments without extra services: 2 to 30 days after the mailing date.
    • Domestic shipments with extra services: 10 to 30 days after the mailing date.
    • International shipments: Within 90 days from the purchase date.
  2. Prepare evidence: (see details in What you need to file a claim).
    1. Tracking Number
    2. Label image
    3. Proof of purchase
  3. Head to USPS.com to submit your refund request online.
  4. If your claim is approved, USPS will issue a cash or money order refund.

What you need to file a claim

In Ordoro, it’s easy to find items 1-3. Click the screenshot below to enlarge the image.

  1. Tracking or Label Number
    1. You can find this on your label, mailing receipt, or online record. USPS tracking and label numbers are typically between 13 and 34 characters.
    2. Example: 9205 5000 0000 0000 0000 00.
  2. Proof of Value
    1. Proof of value can include:
      1. Sales receipt
      2. Paid invoice or paid bill of sale
      3. Statement of value and/or estimates of repair costs from a reputable dealer
      4. Credit card billing statement
      5. Receipt of costs incurred for the reconstruction of non-negotiable documents
      6. Printouts of the online transaction identifying the purchaser and seller, price paid, date of transaction, description of item purchased, and assurance that the transaction status is completed
  3. Evidence of Insurance Purchased
    1. Evidence of insurance includes:
      1. The original mailing receipt issued at the time of mailing.
      2. The outer packaging showing the names and addresses of the sender and the addressee and the proper label showing that the article was sent insured.
      3. Printed electronic online label record or a computer printout from the application used to print the label and purchase the insurance.
  4. Proof of Damage
    1. Photos that clearly show the extent of damage will help with your case. For damaged claims, you’ll also need to provide an estimate of the repair costs from a reputable dealer.
    2. If you received something damaged, please hang onto the original packaging and the damaged item until your claim is settled. You may be asked to take them to your local Post Office for inspection later. Please do not reship the package.