Domestic Shipments / International Shipments

File an International Claim

Submit an Inquiry Online

Because international claims require coordination with a foreign postal administration, they’re handled differently than domestic claims. The process for filing an international claim begins with an online inquiry that only the U.S. sender can initiate. In some cases, the service you used may only be available for a postage refund and not eligible to file a claim.

COVID-19 Return to Sender Postage Refunds

Packages returned due to COVID-19 service suspensions will display the label shown here.

Label: Mail Service Suspended. Return to Sender. To request a postage refund: 1. Go to usps.com/help/claims.htm. 3. Click on the 'International' tab for instructions. — Example of sticker on packages that were undeliverable due to COVID-19 impacts.

If you purchased postage online (for example, through Click-N-Ship or a third party), please return to that website to apply for your postage refund.

Only if you purchased your COVID-19 returned item at a USPS Post Office, use the following process to apply for a refund:

If your item does not have a tracking number, please take it to any U.S. Postal Service^® Retail Office.
If your returned package has a tracking number, follow the instructions below:
1. After you click "Create an Inquiry," search for your package using your tracking number, destination country, and shipping date.
2. Use "Mail Service Suspended-Return to Sender" as Reason for Inquiry. (This selection is required to receive a postage refund.)
3. If available, you can attach an image of the returned package to your application.
4. Then, complete the form and submit.
5. Please allow a minimum 30 days to receive your postage refund.

If your package is damaged or has missing contents, please see the "Receiving Damaged International Shipments" section.

How It Works

Check filing periods for each international mail service.
Gather your documents including your 13-digit tracking number and other supporting documentation.
Click "Create an Inquiry," log in to your USPS.com account, and complete the online form.
NOTE: If any required documents are not included, you will be unable to submit your inquiry.
If your inquiry is eligible for a claim, you will be notified via email: "Claim Sent for Review."
After our claims department processes your claim, you'll receive an email with the claim results.

Create an Inquiry Inquiry History

How to File a Claim - Video

Image of a user accessing the help section of www.usps.com

Our "How to File an International Claim on USPS.com" video gives step-by-step instructions for submitting your claim and proof of value documents.

"How to File an International Claim on USPS.com" Video Transcript (TXT 4 KB)

How to File a Claim

Expand All

Step 1: Check Filing Periods

Each international mail service has a different filing period. The filing period is based on the mailing date on your receipt.

Filing a Claim for Lost Mail or Packages

Service	File After	File Before	Other Restrictions
Global Express Guaranteed^® (GXG^®)	3 days	30 days	Inquiries cannot be processed online. Call 1-800-222-1811. Customers will need a 10-digit GXG tracking number which starts with either "82" or "83" and the GXG Air Waybill (PS Form 11FGG1) as evidence of mailing.
Priority Mail Express International^® (PMEI)	3 days	90 days	Online inquiries can only be initiated by the U.S. sender.
PMEI with Money-Back Guarantee	3 days	30 days	3–90 days to submit an inquiry for loss, damaged, or missing contents
Priority Mail International^®	7 days	6 months	Online inquiries can only be initiated by the U.S. sender
Registered Mail^®	7 days	6 months	Online inquiries can only be initiated by the U.S. sender
First-Class Mail International^®	-	-	Inquiries are not accepted for ordinary letters sent without Registered Mail service.
First-Class Package International Service^®	-	-	Inquiries cannot be processed online for ordinary parcels sent without Registered Mail service.

Step 2: Gather Your Documents

You'll need to include all of the required documentation to submit your inquiry. Save all your evidence documents until your claim is resolved.

Tracking or Label Number

Include the 13-digit USPS Tracking® or label number that appears on the receipt beginning with EA-EZ, CA-CZ, HC-HZ, or RA-RZ and ending in US.

Sender's & Recipient's Contact Information

Have these basic contact details for the sender and recipient:

Name
Mailing Address
Phone Number
Email

Mailing Information

Be ready to provide these mailing details:

Date
Weight
Postage paid
Additional fees (if applicable)
A description of contents

Proof of Mailing

Any of these can be used to show proof of mailing:

Mailing label
Customs form
Printouts of the online transaction
Post Office^™ shipping receipt

Proof of Value

Any of these can be used to show proof of value:

Sales receipt
Invoice or bill of sale
Copy of canceled check or money order
Credit card billing receipt
Statement of value from a reputable dealer
Estimates of repair costs from a reputable dealer
Printout of the online transaction

Step 3: Create an Inquiry

When you're ready to start your inquiry, log in to your USPS.com account, and complete the online form.

Create an Inquiry

Claim Status & Results

If your inquiry is eligible for a claim, you will be notified via email: "Claim Sent for Review."
After our claims department processes your claim, you'll receive an email with the claim results.

Check Inquiry History

Receiving Damaged International Shipments

You must immediately present the article, mailing container, wrapping, packaging, and any other contents received in damaged condition and/or with missing contents to a Post Office for inspection. The Post Office will verify the damage and give you a PS Form 3831, Receipt for Article(s) Damaged in Mails, for your files.

In addition, it is recommended you contact the foreign sender and ask the sender to file an inquiry with the postal administration from where the item was mailed. All claims for inbound items that are lost, or are delivered to the addressee in damaged condition or with missing contents are payable to the sender, unless the sender waives the right to payment, in writing, in favor of the addressee.

Proof of Damage

These items will help prove the damage to your incoming shipment:

Document(s) supporting damage from U.S. mailer
Document(s) supporting damage from foreign addressee
Receipt of article(s) damaged in the mail
Photos of the damage
Description and value of contents

Additional Resources

Get complete details regarding the international inquiry and international claims processes, including appeals in the International Mail Manual (IMM^®).

IMM Chapter 9: Inquiries, Indemnities, and Refunds

Terms and Conditions of Use for USPS® International Inquiries

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