You followed the rules. You paid extra for insurance. You even wrapped everything with care. So why is UPS denying your damage claim?

That’s the frustrating scenario one real consumer found themselves in after shipping a chessboard and pieces through UPS. The items arrived broken. The shipper believed they had photographic proof of proper packaging. Still, UPS denied the claim, citing “improper packaging.”

 

Unfortunately, this story isn’t as uncommon as you might hope.

The Fine Print Can Be a Dealbreaker

Many people assume that purchasing shipping insurance is a surefire way to protect their items. But here’s the rub: that “insurance” isn’t actually insurance in the traditional sense. It’s declared value coverage, and it comes with strings attached.

  • Standard UPS coverage only includes up to $100 worth of liability if the package is deemed properly packed.
  • Anything over that must be insured separately, usually through a third-party provider (like Parcel Pro or U-PIC), and only after you declare the item’s value during shipment.
  • Certain items, like gift cards, phone cards, and tickets, aren’t covered at all. Sending those digitally is almost always safer.

The fine print also includes packaging rules that can make or break your claim. UPS follows ISTA (International Safe Transit Association) packaging standards, which include vague requirements like “adequate cushioning.” That’s open to interpretation, and it’s often interpreted in favor of the shipper.

Shipping a package shouldn’t feel like a gamble, but it often is. (iStock)

The Packaging Trap

In this consumer’s case, they believed they packed the chess set correctly and even had photos of the packaging. But UPS claimed the box was improperly secured.

 

Here’s the twist: using paper, like newspaper, for cushioning is considered a violation of UPS’s guidelines, even though many of us still do it. That alone could be enough to void a claim.

 

Other common mistakes that can lead to denied claims:

  • Leaving too much empty space inside the box
  • Not using foam, bubble wrap, or packing peanuts
  • Failing to double-box fragile items
  • Not sealing the box securely

So even if it feels like you did everything right, the technicalities may tell a different story.

What You Can Do If Your Claim Is Denied

If you’ve already shipped something and find yourself in the same boat, don’t lose hope. You may have options:

  • Review UPS’s packaging guidelines and compare them to your shipping photos. If your packaging does meet the standards, prepare a detailed written appeal.
  • Highlight any discrepancies between their reasons for denial and your evidence. Be factual, not emotional.
  • If you bought third-party insurance, contact that provider directly to see if your claim might still be valid under their terms.
  • And in the future, consider having the UPS Store package it for you. That often comes with added claim protection (and less personal liability).
Many people assume that purchasing shipping insurance will protect their items. But here’s the rub: that “insurance” isn’t actually insurance. (iStock)

Final Takeaways

Shipping a package shouldn’t feel like a gamble, but it often is. Insurance doesn’t mean what you think it means, and "properly packed" can be used against you.

 

If you're sending something valuable:

  • Use bubble wrap, foam, or molded inserts – never newspaper
  • Double-box fragile items
  • Avoid shipping non-covered items like gift cards or tickets
  • Document the packaging process with photos
  • Read the fine print before you drop it off

And if you run into trouble, fight back with facts, not just frustration.