How long can UPS hold a parcel at an Access Point?

UPS says parcels are generally held at a UPS Access Point for around five to seven days before being returned to the shipper if they are not collected.

UPS parcel help

UPS Parcel Problems & Refunds

Q: What should I do if UPS says delivered but I cannot find my parcel?

Check UPS tracking and the delivery photo, then check household members, a concierge or neighbours. If the parcel is still missing and a retailer arranged the delivery, contact the seller and ask it to investigate and resolve the order.

Q: Can UPS show a delivery photo?

UPS says delivery photos can be viewed in delivery confirmation emails, automatic notifications, the UPS tracking page or the UPS My Choice dashboard.

Q: What evidence should I keep for a UPS parcel problem?

Keep the UPS tracking number, tracking screenshots, delivery photo, delivery address, UPS InfoNotice if relevant, order confirmation, proof of value, return or drop-off receipt, damage photos and all seller or UPS messages.

Choose the UPS problem that matches what happened, save the delivery evidence, and follow the right route for a seller complaint, courier investigation or claim.

Updated 22 August 2026 by ParcelClaim Research Team

Start with UPS tracking. UPS says its tracking page gives the latest parcel status, and its UK tracking support covers missing parcels, late scans, delivery issues, claims and delivery changes.

If a retailer or marketplace arranged UPS delivery: use UPS tracking and delivery evidence to establish what happened, but keep the seller involved and ask it to investigate and resolve the order with you.

Need to put your UPS parcel problem in writing?

ParcelClaim can turn your order details, UPS tracking, delivery photo, drop-off evidence, damage photos and requested outcome into a structured refund or complaint letter.

Start My UPS Letter One-time £2.99 · No subscription · Instant PDF

Choose your UPS parcel problem

Delivered

UPS delivered but not received

Use this when UPS says delivered but you do not have the parcel, or the delivery photo, location, signature or neighbour evidence is disputed.

Delay

UPS late delivery

Use this when a UPS parcel is delayed, misses its expected date or an express service arrives late.

Return

UPS return parcel lost

Use this when a return has been handed to UPS or an Access Point but the retailer says it never arrived.

Damage

UPS damaged parcel

Use this when the parcel or contents arrive broken, crushed, opened, wet or partly missing.

Theft

UPS doorstep theft

Use this when UPS left a parcel outside, at a release location, in a shared area or another exposed place and it went missing.

Tracking, photos and UPS My Choice

Delivery photo

UPS says delivery photos may be available through the tracking page, delivery confirmation email, automatic notifications or UPS My Choice. Save the image if the parcel is missing.

Delivery changes

UPS My Choice can provide delivery alerts and may allow eligible deliveries to be rescheduled, rerouted or directed to an alternate location or UPS Access Point.

If UPS says delivered but you cannot find the parcel

UPS advises customers to check the delivery photo, household members, a concierge or neighbours. If the parcel is still missing, its UK tracking support says to contact the seller to start a claim.

That seller route is especially important when a retailer arranged the UPS delivery. Save the proof before it changes or disappears, then ask the retailer to investigate the delivery and provide the appropriate order outcome.

Evidence worth saving:

UPS tracking number and tracking screenshots;
delivery photo and delivery timestamp;
delivery address and any release or neighbour instructions;
UPS InfoNotice if one was left;
order confirmation and proof of value;
UPS Access Point or drop-off receipt for returns;
photos of damaged goods and packaging;
seller, marketplace and UPS messages;
any claim or investigation reference.

UPS Access Point and missed-delivery issues

UPS says parcels redirected to an Access Point are normally held for a limited period before being returned to the shipper. Its UK tracking support currently says around five to seven days, so check tracking before travelling and do not leave collection until the end of the holding period.

If a UPS InfoNotice was left, track the parcel first. The notice can show whether another delivery attempt is planned or whether the parcel has been redirected for collection.

Claims and investigations

UPS says it can investigate when a parcel cannot be found or arrives damaged. If you bought from a retailer, do not assume that means you must handle the courier claim yourself: ask the seller to resolve your order while it deals with UPS as needed.

If you purchased the UPS shipment yourself, the UPS claim route may be more directly relevant. Keep the tracking number, proof of value, shipment evidence and any photos or receipts that support the problem.

Official current pages

UPS UK tracking support UPS My Choice UK UPS InfoNotice help UPS UK contact and claims Consumer Rights Act 2015, section 29

Independent guide: ParcelClaim is not affiliated with UPS. Always check the current UPS tracking, claims and service terms for your specific shipment.

UPS parcel problem FAQs

What should I do if UPS says delivered but I cannot find my parcel?

Check the UPS delivery photo, household members, concierge and neighbours. If it is still missing and a seller arranged delivery, contact the seller and ask it to investigate and resolve the order.

Can UPS show a delivery photo?

Yes. UPS says photos may be available through the tracking page, delivery confirmation email, automatic notifications or UPS My Choice.

How long does UPS hold parcels at an Access Point?

UPS currently says parcels are generally held around five to seven days before they are returned to the shipper if they are not collected.

What evidence should I keep for a UPS parcel problem?

Keep tracking, delivery photos, order details, proof of value, delivery instructions, InfoNotice details, return/drop-off receipts, damage photos and all seller or UPS messages.