---
company: usps
title: USPS — how complaints actually go
last_verified: 2026-10-12
---

## In short

For 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.

## How complaints actually go

- 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)
- 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)
- 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)
- 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)

## What tends to work

- Sign up for Informed Delivery (free) to preview incoming mail and packages. [USPS: Informed Delivery](https://www.usps.com/manage/informed-delivery.htm)
- 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)
- 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)

## Traps and fine print

- 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)
- 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)
- 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)

## By the numbers

- 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)
- 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)

## Scams that target customers

- 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)
- 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)
- 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)