Late delivery or service guarantee: what to do

Have this ready

• tracking history
• the service guarantee
• order number

Steps for any company

1. Check whether the service had a money-back guarantee and whether it is suspended.

2. Ask for the refund of the shipping charge or delivery fee.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (5)

• DHL Express (U.S.)The Money-Back Guarantee covers only the time-definite DHL EXPRESS 9:00, 10:30 and 12:00 services; notify DHL within 14 calendar days of the shipment date.
• FedExSince Feb. 12, 2026 the Money-Back Guarantee applies only to listed overnight, 2Day A.M. and international priority services; it stays suspended for all other services.
• OnTracOnTrac does not guarantee delivery by a specific day or time, so there is no carrier refund for lateness.
• United States Postal ServicePriority 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.
• UPS (United Parcel Service)A refund for lateness is possible only for UPS air and international services whose Service Guarantee is active; it is suspended for UPS Ground and all other services.

Guides

• Parcel and mail carriers — how complaints work
• Retail and online shopping — how complaints work
• Rideshare and delivery apps — how complaints work