My package is lost in transit or stolen: how to file a claim

If your package is lost in transit and the tracking information has stalled, you can file a claim to resolve the issue. Here's what you need to know for different regions and carriers:

When to Report a Lost Package

Before filing a claim, wait for the following timeframes after the expected delivery date:

• United States: 10 business days

• EU and UK: 10 business days

• Canada: 15 business days

• Australia: 15 business days

How to File a Claim

Claims can be initiated by contacting ABUCares. The process may vary depending on the carrier used for your shipment:

• DHL: Contact ABUCares to open a claim. No police report is needed.

• UPS: ABUCares will open the claim for you. A police report may be required if the package is deemed stolen.

• FedEx: Claims are opened by ABUCares. A police report may be required if the package is deemed stolen.

• Local Postal Services: ABUCares will assist in filing the claim. A police report may be needed depending on the circumstances.

Claim Window

Each carrier has a specific window for filing claims:

• DHL: Claims must be filed within 30 days of the expected delivery date.

• UPS: Claims must be filed within 60 days.

• FedEx: Claims must be filed within 21 days.

• Local Postal Services: The claim window varies; contact ABUCares for specific guidance.