{"id":"usps","page":"https://escalate.alexgaoth.com/#/c/usps","html":"https://escalate.alexgaoth.com/c/usps/","generated":"2026-10-15","company":{"id":"usps","name":"United States Postal Service","aliases":["usps","us postal service","postal service","us mail","post office"],"sector":"shipping","website":"https://www.usps.com","account_url":"https://reg.usps.com","official_domains":["usps.com","uspis.gov"],"security":{"never_asks":[{"kind":"policy","claim":"The Postal Inspection Service says USPS will not send customers text messages or emails without the customer first requesting the service, and a USPS tracking text will not contain a link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited texts that say a USPS delivery is awaiting your action and include a link (smishing). The Postal Inspection Service says do not click the link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"FTC data: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024. Many people paid a small \"redelivery fee\" that was a trick to get their credit card or Social Security number.","source":"https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-smishing-email","type":"email","label":"Report USPS-related smishing to the U.S. Postal Inspection Service","value":"spam@uspis.gov","purposes":["fraud"],"notes":"Include the copied text of the message, your name, and a screenshot that shows the sender's number and the date.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"id":"forward-spam-text","type":"sms","label":"Forward the scam text to 7726 (SPAM) so your wireless carrier can block the number","value":"7726","purposes":["fraud"],"source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}]},"regulators":["usps-oig"],"notes":"USPS is a federal agency. Domestic claim rules are in the Domestic Mail Manual (DMM) section 609. Either the sender or the recipient can file a claim for insured mail, but for a lost item the filer must hold the original mailing receipt or online label record. The faq.usps.com pages render with JavaScript and could not be read directly.","channels":[{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"tracking-phone","type":"phone","label":"Domestic and international USPS Tracking line","value":"+1-800-222-1811","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"email-us-form","type":"web_form","label":"Email Customer Service (Get Help Online)","value":"https://emailus.usps.com/s/","purposes":["poor_service","lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"missing-mail-search","type":"web_form","label":"Missing Mail search request","value":"https://missingmail.usps.com","purposes":["lost_package"],"notes":"Opens 7 days after the mailing date. Give sender and recipient addresses, container size and type, tracking number or mailing date, a description of the contents, and photos if you have them.","source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"},{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Domestic claims by mail (Accounting Services)","value":"Domestic Claims, Accounting Services, US Postal Service, PO Box 80143, St Louis MO 63180-0143","purposes":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claims-appeals-mail","type":"mail","label":"Domestic claim appeals by mail (first appeal)","value":"Domestic Claims Appeals, Accounting Services, US Postal Service, PO Box 80141, St Louis MO 63180-0141","purposes":["lost_package","damaged_item"],"notes":"For claims that were not filed online.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claim-forms-phone","type":"phone","label":"National Materials Customer Service (paper claim forms only)","value":"+1-800-332-0317","hours":"Mon-Fri 6 AM to 6 PM CT","notes":"Only for ordering paper Domestic Claim Forms.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"service-refunds","type":"portal","label":"Priority Mail Express and extra-service refund request","value":"https://servicerefunds.usps.com/OSR/","purposes":["late_delivery","refund_request"],"access":"login","notes":"Needs a free USPS.com account. In person, use PS Form 3533 at a Post Office with the original Label 11 customer copy.","source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"},{"id":"informed-delivery","type":"portal","label":"Informed Delivery sign-up (free mail and package preview)","value":"https://reg.usps.com/informeddelivery/welcome","purposes":["lost_package"],"access":"login","notes":"Free. Shows images of incoming letter-size mail and tracks packages to your address. Sign-up needs address eligibility and identity verification.","source":"https://www.usps.com/manage/informed-delivery.htm","last_verified":"2026-10-12"},{"id":"informed-delivery-support","type":"web_form","label":"Informed Delivery user support","value":"https://emailus.usps.com/s/informed-delivery-inquiry","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone"},{"rung":"written_complaint","channel":"online-claims","note":"Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt."},{"rung":"executive","channel":"consumer-advocate-mail","note":"Final appeal for claims filed by mail; general complaints by letter."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."},{"rung":"regulator","regulator":"usps-oig","note":"Independent oversight of the Postal Service. Not a claims channel."}],"playbooks":[{"issue":"lost_package","summary":"Check tracking, submit a Missing Mail search after 7 days, and file an insurance claim before day 60.","evidence":["tracking or label number","original mailing receipt or online label record","proof of value (receipt","invoice","card statement)","sender and recipient addresses"],"steps":[{"do":"Check USPS Tracking. If the item is a purchase, ask the seller first; the seller often holds the receipt and the insurance."},{"do":"From 7 days after mailing, submit a Missing Mail search request with addresses, container type, contents and photos.","channel":"missing-mail-search"},{"do":"If the item had insurance (Priority Mail, Priority Mail Express and Ground Advantage include up to $100), file a claim online. Do not wait for the search to finish.","channel":"online-claims"},{"do":"If the claim is denied, appeal within 30 days of the decision. If the appeal is denied, file a final appeal within 30 days.","channel":"online-claims"},{"do":"For a claim filed by mail, send the final appeal in writing to the Consumer Advocate.","channel":"consumer-advocate-mail"},{"do":"If you bought the item and nobody pays, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Missing Mail search requests can be submitted starting 7 days from mailing.","issues":["lost_package"],"source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A lost-item claim can be filed 7 to 60 days after mailing for Priority Mail Express, and 15 to 60 days after mailing for Priority Mail, USPS Ground Advantage, Insured Mail, COD and Registered Mail.","issues":["lost_package"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a lost article, the mailer or addressee who has the original retail mailing receipt (or the online label record) can file the claim.","issues":["lost_package"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"process","claim":"USPS usually sends claim decisions within 5 to 10 days, and pays approved claims within 7 to 10 business days.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep the item and all packaging, then file an insurance claim right away and no later than 60 days after mailing.","evidence":["photos of the damage and packaging","tracking or label number","proof of insurance","proof of value","repair estimate from a reputable dealer"],"steps":[{"do":"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."},{"do":"Photograph the damage and get a repair cost estimate."},{"do":"File the claim online. Either the sender or the recipient can file for damaged or missing contents.","channel":"online-claims"},{"do":"If denied, appeal within 30 days, then make a final appeal within 30 days of the appeal decision.","channel":"online-claims"}],"facts":[{"kind":"deadline","claim":"For damaged or partly missing contents, file the claim immediately but no later than 60 days after the mailing date.","issues":["damaged_item"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Either the mailer or the addressee can file a claim for damaged articles or articles with some or all of the contents missing.","issues":["damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["damaged_item","lost_package"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"Priority Mail Express has a money-back guarantee with the delivery date or time on its receipt. Ask for the postage refund 2 to 30 days after mailing.","evidence":["Priority Mail Express receipt (Label 11 customer copy) with the guaranteed date","tracking number"],"steps":[{"do":"Check the guaranteed delivery date or time printed on the Priority Mail Express receipt."},{"do":"Request the refund online, or at a Post Office with PS Form 3533 and the original receipt.","channel":"service-refunds"}],"facts":[{"kind":"deadline","claim":"A Priority Mail Express refund request is due 2 to 30 days after the mailing date without extra services, or 30 to 60 days after mailing when extra services were bought.","issues":["late_delivery"],"source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Priority Mail Express refund applies when the shipment did not arrive by the guaranteed delivery date or time shown on the receipt. Exceptions are in DMM 113 and 604.9.5.","issues":["late_delivery"],"source":"https://www.usps.com/ship/priority-mail-express.htm","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/ship/insurance-extra-services.htm","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"}],"known_blockers":["Online claims, service refunds and Informed Delivery need a USPS.com account in the person's name.","A lost-item claim needs the original mailing receipt or online label record, which the recipient often does not have; ask the sender or seller.","USPS may ask the claimant to bring the damaged item and packaging to a Post Office for inspection."]},"playbooks":{"lost_package":{"company":{"id":"usps","name":"United States Postal Service","sector":"shipping","website":"https://www.usps.com","account_url":"https://reg.usps.com"},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"Check tracking, submit a Missing Mail search after 7 days, and file an insurance claim before day 60.","evidence":["tracking or label number","original mailing receipt or online label record","proof of value (receipt","invoice","card statement)","sender and recipient addresses"],"steps":[{"do":"Check USPS Tracking. If the item is a purchase, ask the seller first; the seller often holds the receipt and the insurance."},{"do":"From 7 days after mailing, submit a Missing Mail search request with addresses, container type, contents and photos.","channel":{"id":"missing-mail-search","type":"web_form","label":"Missing Mail search request","value":"https://missingmail.usps.com","purposes":["lost_package"],"notes":"Opens 7 days after the mailing date. Give sender and recipient addresses, container size and type, tracking number or mailing date, a description of the contents, and photos if you have them.","source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"}},{"do":"If the item had insurance (Priority Mail, Priority Mail Express and Ground Advantage include up to $100), file a claim online. Do not wait for the search to finish.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"do":"If the claim is denied, appeal within 30 days of the decision. If the appeal is denied, file a final appeal within 30 days.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"do":"For a claim filed by mail, send the final appeal in writing to the Consumer Advocate.","channel":{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"}},{"do":"If you bought the item and nobody pays, dispute the charge with your card issuer."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"tracking-phone","type":"phone","label":"Domestic and international USPS Tracking line","value":"+1-800-222-1811","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"email-us-form","type":"web_form","label":"Email Customer Service (Get Help Online)","value":"https://emailus.usps.com/s/","purposes":["poor_service","lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"missing-mail-search","type":"web_form","label":"Missing Mail search request","value":"https://missingmail.usps.com","purposes":["lost_package"],"notes":"Opens 7 days after the mailing date. Give sender and recipient addresses, container size and type, tracking number or mailing date, a description of the contents, and photos if you have them.","source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"},{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Domestic claims by mail (Accounting Services)","value":"Domestic Claims, Accounting Services, US Postal Service, PO Box 80143, St Louis MO 63180-0143","purposes":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claims-appeals-mail","type":"mail","label":"Domestic claim appeals by mail (first appeal)","value":"Domestic Claims Appeals, Accounting Services, US Postal Service, PO Box 80141, St Louis MO 63180-0141","purposes":["lost_package","damaged_item"],"notes":"For claims that were not filed online.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claim-forms-phone","type":"phone","label":"National Materials Customer Service (paper claim forms only)","value":"+1-800-332-0317","hours":"Mon-Fri 6 AM to 6 PM CT","notes":"Only for ordering paper Domestic Claim Forms.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"informed-delivery","type":"portal","label":"Informed Delivery sign-up (free mail and package preview)","value":"https://reg.usps.com/informeddelivery/welcome","purposes":["lost_package"],"access":"login","notes":"Free. Shows images of incoming letter-size mail and tracks packages to your address. Sign-up needs address eligibility and identity verification.","source":"https://www.usps.com/manage/informed-delivery.htm","last_verified":"2026-10-12"},{"id":"informed-delivery-support","type":"web_form","label":"Informed Delivery user support","value":"https://emailus.usps.com/s/informed-delivery-inquiry","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Missing Mail search requests can be submitted starting 7 days from mailing.","issues":["lost_package"],"source":"https://www.usps.com/help/missing-mail.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A lost-item claim can be filed 7 to 60 days after mailing for Priority Mail Express, and 15 to 60 days after mailing for Priority Mail, USPS Ground Advantage, Insured Mail, COD and Registered Mail.","issues":["lost_package"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"For a lost article, the mailer or addressee who has the original retail mailing receipt (or the online label record) can file the claim.","issues":["lost_package"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"process","claim":"USPS usually sends claim decisions within 5 to 10 days, and pays approved claims within 7 to 10 business days.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/ship/insurance-extra-services.htm","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","note":"Final appeal for claims filed by mail; general complaints by letter.","channel":{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"regulator","note":"Independent oversight of the Postal Service. Not a claims channel.","regulator":{"id":"usps-oig","name":"USPS Office of Inspector General","level":"federal","when_to_use":"Use to report a USPS employee suspected of stealing or tampering with mail. For delivery delays, lost packages and other service problems, go to USPS customer service first; for mail fraud and mail theft by others, report to the Postal Inspection Service.","channels":[{"id":"oig-contact","type":"web_form","label":"USPS OIG contact page (report employee mail theft or tampering)","value":"https://www.uspsoig.gov/contact-us","notes":"uspsoig.gov refused automated page reads (HTTP 406) on 2026-10-12, so the hotline form and phone number were not confirmed.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-help","type":"web_form","label":"USPS customer service online form (not OIG) for delivery and service problems","value":"https://emailus.usps.com/s/","notes":"This is USPS itself, not the OIG. Use it first for delivery delays, lost mail and service issues.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"usps-customer-care","type":"phone","label":"USPS Customer Care, 1-800-ASK-USPS (not OIG)","value":"+1-800-275-8777","hours":"Monday to Friday 8 a.m. to 8:30 p.m. ET; Saturday 8 a.m. to 6 p.m. ET","notes":"This is USPS itself, not the OIG. TTY users dial 7-1-1 for relay.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"uspis-mail-theft","type":"web_form","label":"U.S. Postal Inspection Service report form (mail theft, not OIG)","value":"https://report.uspis.gov/","notes":"Postal Inspection Service, a separate USPS law enforcement unit. Phone 1-877-876-2455.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-consumer-advocate","type":"mail","label":"USPS Office of the Consumer Advocate (not OIG)","value":"USPS Office of the Consumer Advocate, 475 L'Enfant Plaza SW, Room 4012, Washington, DC 20260-2200","source":"https://www.usa.gov/agencies/u-s-postal-service","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Contact the USPS OIG to report USPS employees suspected of tampering with or stealing mail.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"For delivery delays or service issues, use the USPS help pages. For comments about USPS personnel, facilities or services, use the USPS inquiry form.","issues":["lost_package","late_delivery"],"source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"Mail fraud, mail theft, counterfeit postage and identity theft through the mail are reported to the U.S. Postal Inspection Service, not the OIG.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"}],"notes":"Who handles what: USPS customer service (1-800-ASK-USPS, emailus.usps.com) handles delivery delays, lost or damaged mail and claims (https://www.usps.com/help/claims.htm). The Postal Inspection Service (uspis.gov) takes reports of mail fraud and mail theft. The OIG takes reports of USPS employees stealing or tampering with mail; do not send it routine service complaints."}}],"known_blockers":["Online claims, service refunds and Informed Delivery need a USPS.com account in the person's name.","A lost-item claim needs the original mailing receipt or online label record, which the recipient often does not have; ask the sender or seller.","USPS may ask the claimant to bring the damaged item and packaging to a Post Office for inspection."],"security":{"official_domains":["usps.com","uspis.gov"],"never_asks":[{"kind":"policy","claim":"The Postal Inspection Service says USPS will not send customers text messages or emails without the customer first requesting the service, and a USPS tracking text will not contain a link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited texts that say a USPS delivery is awaiting your action and include a link (smishing). The Postal Inspection Service says do not click the link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"FTC data: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024. Many people paid a small \"redelivery fee\" that was a trick to get their credit card or Social Security number.","source":"https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-smishing-email","type":"email","label":"Report USPS-related smishing to the U.S. Postal Inspection Service","value":"spam@uspis.gov","purposes":["fraud"],"notes":"Include the copied text of the message, your name, and a screenshot that shows the sender's number and the date.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"id":"forward-spam-text","type":"sms","label":"Forward the scam text to 7726 (SPAM) so your wireless carrier can block the number","value":"7726","purposes":["fraud"],"source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":43,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"USPS is a federal agency. Domestic claim rules are in the Domestic Mail Manual (DMM) section 609. Either the sender or the recipient can file a claim for insured mail, but for a lost item the filer must hold the original mailing receipt or online label record. The faq.usps.com pages render with JavaScript and could not be read directly.","warnings":[]},"damaged_item":{"company":{"id":"usps","name":"United States Postal Service","sector":"shipping","website":"https://www.usps.com","account_url":"https://reg.usps.com"},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Keep the item and all packaging, then file an insurance claim right away and no later than 60 days after mailing.","evidence":["photos of the damage and packaging","tracking or label number","proof of insurance","proof of value","repair estimate from a reputable dealer"],"steps":[{"do":"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."},{"do":"Photograph the damage and get a repair cost estimate."},{"do":"File the claim online. Either the sender or the recipient can file for damaged or missing contents.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"do":"If denied, appeal within 30 days, then make a final appeal within 30 days of the appeal decision.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"claims-mail","type":"mail","label":"Domestic claims by mail (Accounting Services)","value":"Domestic Claims, Accounting Services, US Postal Service, PO Box 80143, St Louis MO 63180-0143","purposes":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claims-appeals-mail","type":"mail","label":"Domestic claim appeals by mail (first appeal)","value":"Domestic Claims Appeals, Accounting Services, US Postal Service, PO Box 80141, St Louis MO 63180-0141","purposes":["lost_package","damaged_item"],"notes":"For claims that were not filed online.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"claim-forms-phone","type":"phone","label":"National Materials Customer Service (paper claim forms only)","value":"+1-800-332-0317","hours":"Mon-Fri 6 AM to 6 PM CT","notes":"Only for ordering paper Domestic Claim Forms.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"},{"id":"informed-delivery-support","type":"web_form","label":"Informed Delivery user support","value":"https://emailus.usps.com/s/informed-delivery-inquiry","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For damaged or partly missing contents, file the claim immediately but no later than 60 days after the mailing date.","issues":["damaged_item"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"Either the mailer or the addressee can file a claim for damaged articles or articles with some or all of the contents missing.","issues":["damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"process","claim":"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.","issues":["damaged_item","lost_package"],"source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://www.usps.com/ship/insurance-extra-services.htm","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["lost_package","damaged_item"],"source":"https://pe.usps.com/text/dmm300/609.htm","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","note":"Final appeal for claims filed by mail; general complaints by letter.","channel":{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"regulator","note":"Independent oversight of the Postal Service. Not a claims channel.","regulator":{"id":"usps-oig","name":"USPS Office of Inspector General","level":"federal","when_to_use":"Use to report a USPS employee suspected of stealing or tampering with mail. For delivery delays, lost packages and other service problems, go to USPS customer service first; for mail fraud and mail theft by others, report to the Postal Inspection Service.","channels":[{"id":"oig-contact","type":"web_form","label":"USPS OIG contact page (report employee mail theft or tampering)","value":"https://www.uspsoig.gov/contact-us","notes":"uspsoig.gov refused automated page reads (HTTP 406) on 2026-10-12, so the hotline form and phone number were not confirmed.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-help","type":"web_form","label":"USPS customer service online form (not OIG) for delivery and service problems","value":"https://emailus.usps.com/s/","notes":"This is USPS itself, not the OIG. Use it first for delivery delays, lost mail and service issues.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"usps-customer-care","type":"phone","label":"USPS Customer Care, 1-800-ASK-USPS (not OIG)","value":"+1-800-275-8777","hours":"Monday to Friday 8 a.m. to 8:30 p.m. ET; Saturday 8 a.m. to 6 p.m. ET","notes":"This is USPS itself, not the OIG. TTY users dial 7-1-1 for relay.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"uspis-mail-theft","type":"web_form","label":"U.S. Postal Inspection Service report form (mail theft, not OIG)","value":"https://report.uspis.gov/","notes":"Postal Inspection Service, a separate USPS law enforcement unit. Phone 1-877-876-2455.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-consumer-advocate","type":"mail","label":"USPS Office of the Consumer Advocate (not OIG)","value":"USPS Office of the Consumer Advocate, 475 L'Enfant Plaza SW, Room 4012, Washington, DC 20260-2200","source":"https://www.usa.gov/agencies/u-s-postal-service","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Contact the USPS OIG to report USPS employees suspected of tampering with or stealing mail.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"For delivery delays or service issues, use the USPS help pages. For comments about USPS personnel, facilities or services, use the USPS inquiry form.","issues":["lost_package","late_delivery"],"source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"Mail fraud, mail theft, counterfeit postage and identity theft through the mail are reported to the U.S. Postal Inspection Service, not the OIG.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"}],"notes":"Who handles what: USPS customer service (1-800-ASK-USPS, emailus.usps.com) handles delivery delays, lost or damaged mail and claims (https://www.usps.com/help/claims.htm). The Postal Inspection Service (uspis.gov) takes reports of mail fraud and mail theft. The OIG takes reports of USPS employees stealing or tampering with mail; do not send it routine service complaints."}}],"known_blockers":["Online claims, service refunds and Informed Delivery need a USPS.com account in the person's name.","A lost-item claim needs the original mailing receipt or online label record, which the recipient often does not have; ask the sender or seller.","USPS may ask the claimant to bring the damaged item and packaging to a Post Office for inspection."],"security":{"official_domains":["usps.com","uspis.gov"],"never_asks":[{"kind":"policy","claim":"The Postal Inspection Service says USPS will not send customers text messages or emails without the customer first requesting the service, and a USPS tracking text will not contain a link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited texts that say a USPS delivery is awaiting your action and include a link (smishing). The Postal Inspection Service says do not click the link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"FTC data: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024. Many people paid a small \"redelivery fee\" that was a trick to get their credit card or Social Security number.","source":"https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-smishing-email","type":"email","label":"Report USPS-related smishing to the U.S. Postal Inspection Service","value":"spam@uspis.gov","purposes":["fraud"],"notes":"Include the copied text of the message, your name, and a screenshot that shows the sender's number and the date.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"id":"forward-spam-text","type":"sms","label":"Forward the scam text to 7726 (SPAM) so your wireless carrier can block the number","value":"7726","purposes":["fraud"],"source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":43,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"USPS is a federal agency. Domestic claim rules are in the Domestic Mail Manual (DMM) section 609. Either the sender or the recipient can file a claim for insured mail, but for a lost item the filer must hold the original mailing receipt or online label record. The faq.usps.com pages render with JavaScript and could not be read directly.","warnings":[]},"late_delivery":{"company":{"id":"usps","name":"United States Postal Service","sector":"shipping","website":"https://www.usps.com","account_url":"https://reg.usps.com"},"issue":{"id":"late_delivery","name":"Late delivery or service guarantee"},"playbook_source":"company","summary":"Priority Mail Express has a money-back guarantee with the delivery date or time on its receipt. Ask for the postage refund 2 to 30 days after mailing.","evidence":["Priority Mail Express receipt (Label 11 customer copy) with the guaranteed date","tracking number"],"steps":[{"do":"Check the guaranteed delivery date or time printed on the Priority Mail Express receipt."},{"do":"Request the refund online, or at a Post Office with PS Form 3533 and the original receipt.","channel":{"id":"service-refunds","type":"portal","label":"Priority Mail Express and extra-service refund request","value":"https://servicerefunds.usps.com/OSR/","purposes":["late_delivery","refund_request"],"access":"login","notes":"Needs a free USPS.com account. In person, use PS Form 3533 at a Post Office with the original Label 11 customer copy.","source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"tracking-phone","type":"phone","label":"Domestic and international USPS Tracking line","value":"+1-800-222-1811","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"email-us-form","type":"web_form","label":"Email Customer Service (Get Help Online)","value":"https://emailus.usps.com/s/","purposes":["poor_service","lost_package","late_delivery"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"claim-forms-phone","type":"phone","label":"National Materials Customer Service (paper claim forms only)","value":"+1-800-332-0317","hours":"Mon-Fri 6 AM to 6 PM CT","notes":"Only for ordering paper Domestic Claim Forms.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"},{"id":"service-refunds","type":"portal","label":"Priority Mail Express and extra-service refund request","value":"https://servicerefunds.usps.com/OSR/","purposes":["late_delivery","refund_request"],"access":"login","notes":"Needs a free USPS.com account. In person, use PS Form 3533 at a Post Office with the original Label 11 customer copy.","source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"},{"id":"informed-delivery-support","type":"web_form","label":"Informed Delivery user support","value":"https://emailus.usps.com/s/informed-delivery-inquiry","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"A Priority Mail Express refund request is due 2 to 30 days after the mailing date without extra services, or 30 to 60 days after mailing when extra services were bought.","issues":["late_delivery"],"source":"https://www.usps.com/help/refunds.htm","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Priority Mail Express refund applies when the shipment did not arrive by the guaranteed delivery date or time shown on the receipt. Exceptions are in DMM 113 and 604.9.5.","issues":["late_delivery"],"source":"https://www.usps.com/ship/priority-mail-express.htm","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","note":"Final appeal for claims filed by mail; general complaints by letter.","channel":{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"regulator","note":"Independent oversight of the Postal Service. Not a claims channel.","regulator":{"id":"usps-oig","name":"USPS Office of Inspector General","level":"federal","when_to_use":"Use to report a USPS employee suspected of stealing or tampering with mail. For delivery delays, lost packages and other service problems, go to USPS customer service first; for mail fraud and mail theft by others, report to the Postal Inspection Service.","channels":[{"id":"oig-contact","type":"web_form","label":"USPS OIG contact page (report employee mail theft or tampering)","value":"https://www.uspsoig.gov/contact-us","notes":"uspsoig.gov refused automated page reads (HTTP 406) on 2026-10-12, so the hotline form and phone number were not confirmed.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-help","type":"web_form","label":"USPS customer service online form (not OIG) for delivery and service problems","value":"https://emailus.usps.com/s/","notes":"This is USPS itself, not the OIG. Use it first for delivery delays, lost mail and service issues.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"usps-customer-care","type":"phone","label":"USPS Customer Care, 1-800-ASK-USPS (not OIG)","value":"+1-800-275-8777","hours":"Monday to Friday 8 a.m. to 8:30 p.m. ET; Saturday 8 a.m. to 6 p.m. ET","notes":"This is USPS itself, not the OIG. TTY users dial 7-1-1 for relay.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"uspis-mail-theft","type":"web_form","label":"U.S. Postal Inspection Service report form (mail theft, not OIG)","value":"https://report.uspis.gov/","notes":"Postal Inspection Service, a separate USPS law enforcement unit. Phone 1-877-876-2455.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-consumer-advocate","type":"mail","label":"USPS Office of the Consumer Advocate (not OIG)","value":"USPS Office of the Consumer Advocate, 475 L'Enfant Plaza SW, Room 4012, Washington, DC 20260-2200","source":"https://www.usa.gov/agencies/u-s-postal-service","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Contact the USPS OIG to report USPS employees suspected of tampering with or stealing mail.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"For delivery delays or service issues, use the USPS help pages. For comments about USPS personnel, facilities or services, use the USPS inquiry form.","issues":["lost_package","late_delivery"],"source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"Mail fraud, mail theft, counterfeit postage and identity theft through the mail are reported to the U.S. Postal Inspection Service, not the OIG.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"}],"notes":"Who handles what: USPS customer service (1-800-ASK-USPS, emailus.usps.com) handles delivery delays, lost or damaged mail and claims (https://www.usps.com/help/claims.htm). The Postal Inspection Service (uspis.gov) takes reports of mail fraud and mail theft. The OIG takes reports of USPS employees stealing or tampering with mail; do not send it routine service complaints."}}],"known_blockers":["Online claims, service refunds and Informed Delivery need a USPS.com account in the person's name.","A lost-item claim needs the original mailing receipt or online label record, which the recipient often does not have; ask the sender or seller.","USPS may ask the claimant to bring the damaged item and packaging to a Post Office for inspection."],"security":{"official_domains":["usps.com","uspis.gov"],"never_asks":[{"kind":"policy","claim":"The Postal Inspection Service says USPS will not send customers text messages or emails without the customer first requesting the service, and a USPS tracking text will not contain a link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited texts that say a USPS delivery is awaiting your action and include a link (smishing). The Postal Inspection Service says do not click the link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"FTC data: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024. Many people paid a small \"redelivery fee\" that was a trick to get their credit card or Social Security number.","source":"https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-smishing-email","type":"email","label":"Report USPS-related smishing to the U.S. Postal Inspection Service","value":"spam@uspis.gov","purposes":["fraud"],"notes":"Include the copied text of the message, your name, and a screenshot that shows the sender's number and the date.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"id":"forward-spam-text","type":"sms","label":"Forward the scam text to 7726 (SPAM) so your wireless carrier can block the number","value":"7726","purposes":["fraud"],"source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":43,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"USPS is a federal agency. Domestic claim rules are in the Domestic Mail Manual (DMM) section 609. Either the sender or the recipient can file a claim for insured mail, but for a lost item the filer must hold the original mailing receipt or online label record. The faq.usps.com pages render with JavaScript and could not be read directly.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-care-phone","type":"phone","label":"USPS Customer Care Center (1-800-ASK-USPS)","value":"+1-800-275-8777","hours":"Mon-Fri 8 AM to 8:30 PM ET; Sat 8 AM to 6 PM ET","purposes":["lost_package","damaged_item","late_delivery","poor_service","refund_request"],"source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Insurance claim. Sender or recipient can file; a lost-item claim needs the original mailing receipt.","channel":{"id":"online-claims","type":"portal","label":"Domestic insurance claim (file, appeal and check status)","value":"https://onlineclaims.usps.com/OICWeb/","purposes":["lost_package","damaged_item"],"access":"login","notes":"Needs a free USPS.com account. First and final appeals of online claims are also filed here.","source":"https://www.usps.com/help/claims.htm","last_verified":"2026-10-12"}},{"index":2,"rung":"executive","note":"Final appeal for claims filed by mail; general complaints by letter.","channel":{"id":"consumer-advocate-mail","type":"mail","label":"USPS Consumer Advocate","value":"Consumer Advocate, US Postal Service, 475 L'Enfant Plz SW, Washington DC 20260-2200","purposes":["poor_service","lost_package","damaged_item"],"notes":"DMM 609.6.3 sends final (second) appeals of claims that were not filed online to the Consumer Advocate.","source":"https://pe.usps.com/text/dmm300/608.htm","last_verified":"2026-10-12"}},{"index":3,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"regulator","note":"Independent oversight of the Postal Service. Not a claims channel.","regulator":{"id":"usps-oig","name":"USPS Office of Inspector General","level":"federal","when_to_use":"Use to report a USPS employee suspected of stealing or tampering with mail. For delivery delays, lost packages and other service problems, go to USPS customer service first; for mail fraud and mail theft by others, report to the Postal Inspection Service.","channels":[{"id":"oig-contact","type":"web_form","label":"USPS OIG contact page (report employee mail theft or tampering)","value":"https://www.uspsoig.gov/contact-us","notes":"uspsoig.gov refused automated page reads (HTTP 406) on 2026-10-12, so the hotline form and phone number were not confirmed.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-help","type":"web_form","label":"USPS customer service online form (not OIG) for delivery and service problems","value":"https://emailus.usps.com/s/","notes":"This is USPS itself, not the OIG. Use it first for delivery delays, lost mail and service issues.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"usps-customer-care","type":"phone","label":"USPS Customer Care, 1-800-ASK-USPS (not OIG)","value":"+1-800-275-8777","hours":"Monday to Friday 8 a.m. to 8:30 p.m. ET; Saturday 8 a.m. to 6 p.m. ET","notes":"This is USPS itself, not the OIG. TTY users dial 7-1-1 for relay.","source":"https://www.usps.com/help/contact-us.htm","last_verified":"2026-10-12"},{"id":"uspis-mail-theft","type":"web_form","label":"U.S. Postal Inspection Service report form (mail theft, not OIG)","value":"https://report.uspis.gov/","notes":"Postal Inspection Service, a separate USPS law enforcement unit. Phone 1-877-876-2455.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"id":"usps-consumer-advocate","type":"mail","label":"USPS Office of the Consumer Advocate (not OIG)","value":"USPS Office of the Consumer Advocate, 475 L'Enfant Plaza SW, Room 4012, Washington, DC 20260-2200","source":"https://www.usa.gov/agencies/u-s-postal-service","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"Contact the USPS OIG to report USPS employees suspected of tampering with or stealing mail.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"For delivery delays or service issues, use the USPS help pages. For comments about USPS personnel, facilities or services, use the USPS inquiry form.","issues":["lost_package","late_delivery"],"source":"https://www.uspis.gov/report","last_verified":"2026-10-12"},{"kind":"process","claim":"Mail fraud, mail theft, counterfeit postage and identity theft through the mail are reported to the U.S. Postal Inspection Service, not the OIG.","source":"https://www.uspis.gov/report","last_verified":"2026-10-12"}],"notes":"Who handles what: USPS customer service (1-800-ASK-USPS, emailus.usps.com) handles delivery delays, lost or damaged mail and claims (https://www.usps.com/help/claims.htm). The Postal Inspection Service (uspis.gov) takes reports of mail fraud and mail theft. The OIG takes reports of USPS employees stealing or tampering with mail; do not send it routine service complaints."}}],"security":{"official_domains":["usps.com","uspis.gov"],"never_asks":[{"kind":"policy","claim":"The Postal Inspection Service says USPS will not send customers text messages or emails without the customer first requesting the service, and a USPS tracking text will not contain a link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Unsolicited texts that say a USPS delivery is awaiting your action and include a link (smishing). The Postal Inspection Service says do not click the link.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"kind":"policy","claim":"FTC data: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024. Many people paid a small \"redelivery fee\" that was a trick to get their credit card or Social Security number.","source":"https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-smishing-email","type":"email","label":"Report USPS-related smishing to the U.S. Postal Inspection Service","value":"spam@uspis.gov","purposes":["fraud"],"notes":"Include the copied text of the message, your name, and a screenshot that shows the sender's number and the date.","source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"},{"id":"forward-spam-text","type":"sms","label":"Forward the scam text to 7726 (SPAM) so your wireless carrier can block the number","value":"7726","purposes":["fraud"],"source":"https://www.uspis.gov/news/scam-article/smishing","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":43,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 44 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"USPS — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/usps.md","markdown":"## In short\n\nFor a late or missing package, wait 7 days after mailing and submit a Missing Mail search; for an insured package, file a claim online within the deadlines (15 to 60 days after mailing for most insured services, 7 to 60 days for Priority Mail Express). Keep the mailing receipt or online label record and proof of value. If you bought the item, you can also ask the seller who shipped it for a refund or replacement. USPS does not text you unless you asked for tracking texts, and those texts have no links: a \"redelivery fee\" text is a scam.\n\n## How complaints actually go\n\n- 1-800-ASK-USPS (1-800-275-8777) is open Monday to Friday 8 AM to 8:30 PM ET and Saturday 8 AM to 6 PM ET; USPS also takes written questions through its Email Us form. [USPS: contact us](https://www.usps.com/help/contact-us.htm)\n- Missing Mail search requests can be submitted starting 7 days from mailing, with both addresses, the package size and type, the tracking number or mailing date, and a description of the contents. [USPS: Missing Mail](https://www.usps.com/help/missing-mail.htm)\n- Lost-item claims can be filed 7 to 60 days after mailing for Priority Mail Express, and 15 to 60 days after mailing for Priority Mail, USPS Ground Advantage, Insured Mail, COD and Registered Mail. USPS usually decides in 5 to 10 days and pays approved claims in 7 to 10 business days. [USPS: claims](https://www.usps.com/help/claims.htm)\n- Appeal a claim decision within 30 days. If the denial is sustained, a final appeal is due within 30 days; mail filers send it to the Consumer Advocate. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n\n## What tends to work\n\n- Sign up for Informed Delivery (free) to preview incoming mail and packages. [USPS: Informed Delivery](https://www.usps.com/manage/informed-delivery.htm)\n- For damaged items or missing contents, file the claim at once (no later than 60 days after mailing) with photos, the packaging, and proof of value such as a sales receipt or invoice. [USPS: claims](https://www.usps.com/help/claims.htm)\n- A late Priority Mail Express package can qualify for a postage refund: request it 2 to 30 days after mailing (30 to 60 days if you bought extra services). [USPS: refunds](https://www.usps.com/help/refunds.htm)\n\n## Traps and fine print\n\n- For a lost item, only the mailer or addressee who holds the original mailing receipt or online label record can file the claim. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n- If you submit only the outer packaging as proof of insurance, payment can be limited to $100 for insured mail, $50 for COD, $100 for Registered Mail and $100 for Priority Mail Express. [USPS Domestic Mail Manual 609](https://pe.usps.com/text/dmm300/609.htm)\n- Priority Mail Express, Priority Mail and USPS Ground Advantage include up to $100 of insurance only when the piece has a USPS Tracking (IMpb) barcode; extra coverage up to $5,000 must be bought. [USPS: insurance and extra services](https://www.usps.com/ship/insurance-extra-services.htm)\n\n## By the numbers\n\n- ACSI 2026 (interviews through December 2025): U.S. Postal Service Express and Priority Mail scored 73 out of 100 (up from 72), the lowest in consumer shipping, where the industry averaged 78; USPS mail service scored 72. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)\n- FTC: fake package delivery problems, usually from someone pretending to be USPS, were the most reported text scam of 2024; people reported $470 million in losses to text scams that year. [FTC Data Spotlight, April 14, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024)\n\n## Scams that target customers\n\n- The Postal Inspection Service says USPS will not send texts or emails unless the customer first requested the service, and a USPS tracking text will not contain a link. Texts that say a delivery is \"awaiting your action\" with a link are smishing. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n- Many victims paid a small \"redelivery fee\" on a fake USPS site, which was a trick to get their credit card or Social Security number. [FTC Data Spotlight, April 14, 2025](https://www.ftc.gov/news-events/data-visualizations/data-spotlight/2025/04/top-text-scams-2024)\n- Report USPS smishing by email to spam@uspis.gov with the copied text, your name and a screenshot that shows the sender's number and date, and forward the text to 7726. If you already used the link, contact your bank. [USPIS: smishing](https://www.uspis.gov/news/scam-article/smishing)\n"},"guide":{"key":"shipping","title":"Parcel and mail carriers — how complaints work","last_verified":"2026-10-12","file":"guides/shipping.md","page":"https://escalate.alexgaoth.com/#/guides/shipping"}}