United States Postal Service: item arrived damaged or defective

Collect

• photos of the damage and packaging
• tracking or label number
• proof of insurance
• proof of value
• repair estimate from a reputable dealer

Steps

1. Keep the original packaging and all contents. Do not throw away damaged items; USPS can ask you to bring the package to a Post Office for inspection.

2. Photograph the damage and get a repair cost estimate.

3. File the claim online. Either the sender or the recipient can file for damaged or missing contents.

   OnlineDomestic insurance claim (file, appeal and check status) Sign-in required

4. If denied, appeal within 30 days, then make a final appeal within 30 days of the appeal decision.

   OnlineDomestic insurance claim (file, appeal and check status) Sign-in required

More contacts for this issue

Facts you can cite

• Deadline

  For damaged or partly missing contents, file the claim immediately but no later than 60 days after the mailing date.

  Source: usps.com, verified 2026-10-12

• Policy

  Either the mailer or the addressee can file a claim for damaged articles or articles with some or all of the contents missing.

  Source: pe.usps.com, verified 2026-10-12

• Process

  Proof of insurance is the original mailing receipt, the outer packaging showing an insured label with sender and addressee, or a printed online label record. Proof of value is a sales receipt, paid invoice, bill of sale, repair cost statement, card statement or online transaction printout.

  Source: usps.com, verified 2026-10-12

• Limit

  Priority Mail Express, Priority Mail and USPS Ground Advantage include up to $100 of insurance when the piece has a USPS Tracking (IMpb) barcode. Up to $5,000 of insurance can be bought.

  Source: usps.com, verified 2026-10-12

• Limit

  If only the outer packaging is submitted as evidence of insurance, indemnity can be limited to $100 for insured mail, $50 for COD, $100 for Registered Mail and $100 for Priority Mail Express.

  Source: pe.usps.com, verified 2026-10-12

• Deadline

  Appeal a claim decision within 30 days of the decision. If Accounting Services sustains the denial, a final appeal is due within 30 days; mail filers send it to the Consumer Advocate.

  Source: pe.usps.com, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneUSPS Customer Care Center (1-800-ASK-USPS) +1-800-275-8777

2. Written complaint

   OnlineDomestic insurance claim (file, appeal and check status) Sign-in required

   Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt.

3. Executive office

   MailUSPS Consumer Advocate Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200

   Final appeal for claims filed by mail; general complaints by letter.

4. Card or bank dispute

   Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)

   Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)

   Dispute with the seller who shipped the item.

5. Federal regulator

   RegulatorUSPS Office of Inspector General +1-800-275-8777

   Independent oversight of the Postal Service. Not a claims channel.

State agencies for this sector: your state’s attorney general. Find yours in the list of state agencies, or as JSON in states/<code>.json (for example states/ny.json).

Watch out

Related

• Item arrived damaged or defective at other companies
• How United States Postal Service complaints actually go (dossier, checked 2026-10-12)
• Parcel and mail carriers — how complaints work
• United States Postal Service: lost package
• United States Postal Service: late delivery or service guarantee