Lost Package Recovery: Step-by-Step Forwarder Walkthrough
Your package is missing. Here's the exact sequence — what to do in the first 48 hours, what evidence matters, and what most forwarders won't help you with.
First 48 hours
- Check the actual tracking — not just the carrier's "delivered" status. Many "lost" packages were marked delivered by a driver under pressure. Pull the GPS-tagged delivery scan if available.
- Check with neighbors, building reception, customs hold queue, your country's postal office. Surprisingly often resolved here.
- Open a trace with the carrier (not just a claim). A trace triggers an actual search. A claim is a paperwork process. Do trace first.
- Forward all evidence to your forwarder. Selectido pulls the inbound photo, packaging weight, dimensions, and outbound label.
Carrier claim deadlines
| Carrier | Claim window | Required evidence |
|---|---|---|
| DHL Express | 30 days from ship date | Waybill, declared value, invoice |
| FedEx International | 21 days from ship date | Tracking, original invoice, photos of damage if applicable |
| UPS Worldwide | 9 months but file within 60 days | Tracking, invoice, signed declaration |
| USPS Priority Int'l | 180 days but trace ASAP | Customs form, receipt, recipient declaration |
| Aramex | 30 days from latest tracking event | Waybill, invoice, recipient claim form |
Coverage limits that surprise people
- DHL default: $100 (yes, just $100) unless you declared higher value
- FedEx default: $100. International Economy: just $9.07/lb without declared value.
- UPS default: $100. Higher coverage requires "Declared Value" surcharge.
- USPS Priority Int'l: up to $200 included; more requires Registered Mail.
What Selectido does that competitors don't
We have inbound photos and weight verification on every package — meaning when a carrier says "this was empty when we picked it up," we can prove otherwise. Most forwarders lose this fight because they don't document intake. We do.
Frequently asked
How long should I wait before reporting it lost?
International express: 3 business days past expected delivery. International economy/USPS: 14 business days. After that, open a trace immediately.
Will my forwarder help me file a claim?
Selectido does. Many competitors hand you the carrier waybill and say 'good luck.' We file traces, claims, and ombudsman appeals on your behalf.
What if the carrier denies my claim?
Appeal to the carrier ombudsman, then to your country's postal regulator (for USPS-handled shipments) or chamber of commerce (for express). Selectido has won denied claims this way.