We cannot offer to refund/replace/start a claim 

for orders marked delivered, until 36 hours after the posted delivery time/date.

UPS Ground packages are generally delivered anytime Monday through Friday between 9 a.m. and 9 p.m. (and sometimes later)

to residences, and to business addresses during their normal business hours. 

UPS won’t accept packages addressed to PO Boxes, 

therefore Bluemercury does not allow PO Boxes to be submitted as a shipping address.

https://www.ups.com/pl/en/help-center/sri/tracking/change-delivery.page

https://www.ups.com/us/en/support/tracking-support/change-delivery-options.page 

Once marked as shipped, UPS can take up to 24-48 business hours to update the tracking in their system. 

The included UPS Tracking # can take 24-48 hours to be updated by UPS with its current status, after the package has been passed from the warehouse to UPS.

During Holiday Season (October - December) this time frame increases to 24-72 business hours.

• 1. Track Your Package
  Before you do anything else - track your package. This will help you determine the next steps to take.
  
  

• 2. Find Delivery Details
  Any items selected can tell you where your package may be, or when we’ll attempt to deliver it again. If your package has been redirected* or has delivery requirements**, your driver will leave you a note here.
  
  

• 3. Release Your Package
  You can request that your driver leaves your package on the next delivery attempt as long as your package doesn’t require a signature from an adult 21+. To do so, sign the delivery notice where it reads ‘Your Signature’ and place it back where the driver originally left the notice.

Applies to: Orders with a total $300 (or more) that were marked Delivered but not received

• This claim will request for UPS to investigate what steps led to this issue occurring and to search their system to try to locate the package.

• Reps should advise for customers to check if anyone in their household may have received and accepted the package, also check with their neighbors in case delivered to incorrect address.

What determines if an order requires a UPS Claim? 

• If an online order with a $ total of $300 or more has been shipped and marked Delivered by UPS, but the customer did not and has not received the package after this posted delivery time.

What should an assisting agent advise a customer when an order requires a UPS Claim? 

When can a UPS Claim be initiated? 

• A UPS Claim can be created after 36 hours have passed the proposed delivery time. 

• We can start a UPS Claim for a lost package as soon as 36 hours have passed the proposed delivery time.

  • A UPS Claim must be created within 60 days of the scheduled delivery for packages that have been lost. After 60 days of the scheduled delivery date, a claim can no longer be filed.

How can a UPS Claim be initiated? 

• Send an email to ER for a UPS CLAIM REQ

• UPS requires the customer’s phone number, first and last name, shipping address to start a claim.

• Bluemercury is unable to file a Claim online and can only submit a UPS Claim form by directly contacting UPS by phone.

What happens after the claim has finished? 

After UPS Claim has started, how can a customer check the claim status? 

• If a customer wants to check the status of an existing UPS Claim, they can go to UPS.com and use their tracking # for the claim number to check it's status on the Claims Dashboard.

• Bluemercury will not be able to check the status of a Claim until the Claim has finished processing and UPS has contacted us by email, the customer will be the only one able to view and have access to the Claim's status.

After UPS Claim has started, how long does the claim take? 

• Per UPS policy, they ask to please allow them up tp 8-15 business days to process this claim.

• Once processed, they will provide an update on this situation to us and thereby allow us to relay this information to the customer.

The tracking number for this order will be the claim reference number.