The article has been automatically translated into English by Google Translate from Russian and has not been edited.

What to do if your package arrived damaged or did not come at all

What can spoil the mood in the holiday season? The fact that you received a damaged package. Or did not receive your order at all.

Фото: Depositphotos

Thanks to e-commerce, the number of purchases has increased exponentially. But not everything goes smoothly. Sometimes a parcel is delivered to your doorstep far from in perfect condition, but it happens that it does not arrive at all. What are some ways out of this situation? Companies and retailers have different policies regarding lost and damaged packages.

To save you time and effort, edition Reader`s Digest collected information about the policies of the largest companies so that you know what to do if you find yourself in such an unpleasant situation.


FedEx makes it easy to resolve lost or damaged packages using the online complaint filing system. To make a complaint about a parcel starting at 100 dollars, you need to provide documentary evidence of the problem. This may be photographs of the damaged packaging, the serial number of the damaged product, or another that can prove the value of items in the package and the fact of damage.

The complaint must be submitted within 21 days from the date of delivery indicated. This should be done by mail, fax or email. You can track the status of your application In Internet.


If the time has come to deliver the parcel, but it is still not there, try to inquire about it: it is possible that a neighbor or other resident of your house signed the parcel. If you still cannot find it, contact the sender to begin the tracking process with UPS. The sender must inform you of what transpired. If the package is damaged, you can apply onlinen to report damage and receive a refund.

United States Postal Service (USPS)

If the USPS tracking system shows that your package has been delivered, but you actually haven’t received it, you can fill out a help request form here. The form will be sent to your local post office, where they will search for the undelivered package. Seven days after sending the request, you should submit a request to search for the missing mail (located there). Indicate the postal address of the sender and recipient, the size and type of container or envelope. You will receive confirmation of the receipt of your request, as well as periodic updates to the search status.

On the subject: How to send a parcel to the USA from the USA

For insured, registered, or priority shipments delivered by USPS that are lost or damaged, you can file your insurance claim online or by mail.


As one of the largest online retailers, Amazon has a generous return policy damaged goods. You must report the problem within 30 days from the receipt of the shipment. In this case, you have a choice: receive a refund or replace the goods.

In the case of lost goods, Amazon asks you to wait a maximum of 36 hours after the expected delivery, because parcels can sometimes be displayed as delivered 36 hours before arrival. If you still haven’t received the order, Amazon offers to contact the carrier for more information on what to do.


EBay has a guarantee money backif the purchased goods are not delivered or do not even correspond to the original description. The company wants you to contact the seller first (select the product in the purchase history, and then send a message to the seller) and give 3 days to solve the problem. If the issue is not resolved within three days, you can directly contact eBay. They promise to help you get the ordered goods or quickly return the money.


Because Apple is an electronics retailer, lost or damaged packages can potentially mean losing a lot of money. Fortunately, Apple has a consumer protection policy that allows you to return any items that have been damaged (or have other problems) to any Apple Store in the United States. Or you need to contact support by phone 1-800-676-2775 to get a full refund.

On the subject: From parcels to antiques: how to send everything you need to America


When you expect a parcel from Walmart, first track order through your account and double-check whether it was actually shipped and delivered. Walmart suggests waiting until the evening of the last possible delivery date before worrying. But if your order is really late or damaged, you can start a refund.

No matter where the package comes from

No matter which online retailer or shipper you are dealing with, there are several steps that you must take each time. Always required:

  • Check for lost or damaged items;
  • Take photographs of damaged packaging or objects;
  • file a complaint if the package is damaged or lost in order to make sure: you will receive the goods ordered or you will receive a refund.

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