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

When you ship via USPS, they guarantee that Priority Mail Express packages are delivered on time. You can file a claim to receive a postage refund if they are not.

See below for details on how to submit a claim to USPS successfully.

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 has a money-back guarantee for all Priority Mail Express packages. These packages should be delivered within two days and by 6:00pm local time at the recipient’s address.

If your shipment is not delivered by the label’s Scheduled Delivery Date, you can request a postage refund. See a sample label below.

Guaranteed delivery is available only to select countries outside the U.S. See the list of eligible countries on the USPS website.

NOTE: The label must be received and scanned at your local Post Office by the shipping cutoff time.

  • The cut-off time can vary per Post Office, and refunds may be denied for packages delayed due to late dropoff.
  • Check with your local Post Office for their specific cutoff time.

Steps to obtain a refund

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

  1. Start a claim with USPS in a timely manner:
    • Domestic: 2 to 30 days after the mailing date for Priority Mail Express without extra services
    • Domestic: 10 to 30 days after the mailing date if an extra service was purchased with Priority Mail Express
    • International: within 90 days from purchase
  2. Prepare evidence: (see details in What you need to file a claim)
    1. The tracking number
    2. The label image
    3. Proof of purchase
  3. Submit the refund request on USPS.com.
  4. Get your refund:
    1. If approved, USPS will pay you in cash or money order.

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. The tracking or label number is found on your online label record, package label, mailing receipt, or sales receipt. Tracking and label numbers are between 13 and 34 characters.
    2. Example: 9205 5000 0000 0000 0000 00
    3. If you don’t see a number like that, look for a string of 20, 22, 26, 30, or 34 numbers.
  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.