UPS Guaranteed Service Refund | Overview

Effective April 5, 2021, the UPS Guaranteed Service Refund will be reinstated for the following services:
  • UPS Next Day Air® Early

  • UPS Next Day Air®

  • UPS Next Day Air Saver®

  • UPS Worldwide Express NA1®

  • UPS Worldwide Express Plus®

  • UPS Worldwide Express®

  • UPS Worldwide Express Saver®

  • UPS Worldwide Saver

  • UPS Worldwide Express Freight® Midday

  • UPS Worldwide Express Freight®

Learn more about service suspensions during COVID19.

UPS offers a Guaranteed Service Refund for all packages not delivered by the date and time indicated for delivery when the shipment was processed.

UPS will either credit or refund the transportation charges for each such shipment to the payer only. The payer must initiate the request to receive the refund, provided the conditions set forth in the UPS Service Guarantee are met. Learn more about the UPS Service Guarantee.

Limitations of Guaranteed Service Refund

Transportation charges do not include other fees or charges that may be assessed by UPS including, but not limited to, fuel surcharges. This is the sole remedy available under the UPS Service Guarantee. UPS may, but is not required to, present the actual time of delivery in tracking detail or proof of delivery, and reserves the right to amend any delivery confirmation or the actual time of delivery within 48 hours of the date of delivery.

UPS shall not be liable for any damages whatsoever for delayed delivery, except as specifically provided for shipments made under the UPS Service Guarantee. Under no circumstances shall UPS be liable for any special, incidental, or consequential damages including, but not limited to, damages arising from delayed delivery or failure to attempt on-schedule delivery.

UPS may cancel, suspend or modify the UPS Service Guarantee (or change the guaranteed time in transit) for any service(s), and for any period of time, as determined by UPS in its sole and unlimited discretion, and without prior notice.

Additional charges automatically refunded with Guaranteed Service Refunds

  • Delivery Area Surcharge
  • Extended Area Surcharge – Alaska/Hawaii
  • Remote Area Surcharge – Alaska/Hawaii
  • Remote Area Surcharge
  • Saturday Delivery Charge
  • Saturday Pickup Charge

Guaranteed Service Refund requirements

  • Email requests may only include packages that qualify for a refund under the UPS Service Guarantee as stated in the UPS Terms and Carrier Agreement
  • Each package must be a valid refund request delivered after the committed delivery date
  • A refund request for each package must be made within 15 calendar days of the scheduled delivery date
  • Packages cannot be under another contract exemption or special agreement
  • Requests cannot include duplicate tracking numbers

Invalid Guaranteed Service Refund requests

  • Packages UPS actually delivered on time
  • Packages UPS attempted to deliver on time (such as Not in 1 attempt)
  • Packages delayed due to weather
  • Packages subject to an intercept request that affected the scheduled delivery date
  • Multiple requests made for the same tracking number
  • Requests made more than 15 days past the scheduled delivery date

Additional Charges not refunded with Guaranteed Service Refund

  • Additional handling charge
  • Address correction change
  • Bill duty/tax & shipping charges to shipper surcharge (International)
  • Carbon Neutral Surcharge
  • COD
  • Consignee Billing Chargeback
  • Certificate of Origin Preparation (International)
  • Declared Value
  • Delivery Confirmation
  • Delivery Intercept - UDI
  • EAM Verbal Confirmation of Delivery
  • Electronic Export Information (EEI)Filing (International)
  • Next Day Air Early - Outside of EAM Territory Fees
  • Excessive Tracking, Investigation & Refund request
  • Fuel Surcharge
  • Hazardous materials
  • International dangerous goods (International)
  • Large package surcharge (shipments do no carry a guarantee)
  • Late payment fee
  • Missing/invalid Account # charge
  • Pickup fees (On-Call/Same Day/Future Day)
  • Over maximum limits-length (>108"), Size (>165"), Weight (>150lbs)
  • Proof of delivery
  • Return Fees - RS
  • Undeliverable return charge
  • Third-party billing fee
  • SCC Audit Fee



Add a Comment

Please sign in to leave a comment.

  • answerbot_article_public