UPS tracking status

UPS “Exception”: what it means

The short answer

Keep an eye on it

Your package is in the UPS network, but something unexpected happened that may change its delivery date. The reason is listed in the tracking details, and some reasons need you or the sender to act.

When to act: If the exception mentions damage or verifying the package location, or nothing changes for 2 business days, file a complaint and we send it to UPS.

Also shown as: “Damage reported” · “A damage has been reported and we will notify the sender.” · “We are attempting to verify the package location.” · “The receiver refused the delivery.” · “Service disruption occurred.” · “We do not currently serve the destination address for this package.”

What to do now

Open the tracking details, read the reason under Shipment Progress and look for a yellow banner asking for something.
If it is weather or an operational delay, wait for the new date. You do not need to do anything.
If the banner asks for a payment, such as duties or taxes, pay it with Pay Now on the UPS tracking page so the package can move on.
If it is an address problem, compare the address on your order confirmation with your real one, and check UPS My Choice for delivery options if the shipper allows changes.
If it says damaged, refused, or that UPS is verifying the package location, save a screenshot of the tracking details with the date. With damage, UPS notifies the sender.
Still not sorted? File your complaint here. We write it with you and send it to UPS, so you do not have to chase it yourself.

Start my complaint

What does “Exception” mean?

UPS defines 'Exception' as an unexpected error while the package is in its network that may change the scheduled delivery date. The reason is noted in the Shipment Progress section of the tracking details, and when the date changes, tracking shows the new one. UPS's own examples are weather conditions, address issues, customs processing and other operational delays.

Exceptions range from harmless to serious. A missed connection or a weather hold clears on its own. A refusal, damage or 'We are attempting to verify the package location' is more serious: the package may go back to the sender, be damaged, or be missing for now. When UPS needs something from you, such as a payment or information, the tracking page may show it in a yellow banner.

Why does UPS show it?

Severe weather or other conditions beyond UPS's control
An incomplete or incorrect address
Nobody available to receive or sign for the package
Customs processing on an international package
Damage found during handling
The receiver refused the package
UPS cannot confirm where the package is right now

How long does it last?

Weather and operational exceptions usually clear within a day or two, and tracking shows a new delivery date. Address, customs and refusal exceptions wait for someone to act. Damage or a location check can end with the package going back to the sender or with a claim.

Other UPS statuses

Label createdNormal
DelayKeep an eye on it
Delivered but not receivedTake action
Out for deliveryNormal
On the wayNormal
Delivery attemptedTake action
Address information requiredTake action
Clearance in progressKeep an eye on it
Warehouse scanKeep an eye on it

All UPS statuses →

Who is responsible for a late or missing package from UPS?

If you bought it online from a business, the seller is usually responsible until the package is delivered to you. The seller chose UPS, paid for the shipping and is the one UPS pays on a claim, so a late, lost or damaged order is in most cases for the seller to put right, with a replacement or a refund.

If you sent the package yourself, your contract is with UPS, under the UPS Tariff/Terms and Conditions of Service. UPS's liability is limited to $100 per package unless you declared a higher value and paid for it when shipping, and UPS is not liable for late delivery except on services sold with its service guarantee.

Questions about “Exception”

What is a UPS exception notification?

An email or text alert UPS sends when your package has an exception. It links to tracking, where the reason is shown. Check the sender first: UPS says its real texts come from 75137 or 24031 and its real links only go to UPS's own website.

Will UPS still deliver my package after an exception?

Usually yes. Many exceptions only move the delivery date. The ones that can stop delivery are a refusal, serious damage, an address UPS cannot fix, unpaid duties or missing customs documents, and a package UPS cannot locate.

What does 'We are attempting to verify the package location' mean?

UPS cannot confirm where the package is right now and is searching for it. The line often appears after the shipper or the recipient reported the package missing. The search can take days or even weeks.

What does 'Damage reported' mean on UPS?

UPS has a damage report for the package, either from its own staff or from the sender or receiver, and will notify the sender. Depending on the damage, the package may continue to you or go back to the sender.

Based on

UPS: What does my UPS tracking status mean?
UPS: Where is my package?
UPS: Tracking support FAQ
Paketda: UPS status 'Damage reported' (German)
Paketda: UPS status 'We are attempting to verify the package location' (German)
UPS: My package is being held in customs
UPS: File a claim
UPS Tariff/Terms and Conditions of Service, United States (PDF)