What to do first: open the official tracking record and match it to the physical or electronic Delivery Notice. The shipment may permit another attempt, address correction, pickup or hold—but shipper and package restrictions can remove options.
Scope: UPS U.S. pages. Options, fees, identity requirements and attempt handling vary by service and shipment.
Current official check:UPS Change a Delivery says restrictions may apply and shows the live options for the tracked package; UPS Delivery Notice guidance explains how to use the notice number.
Verify the event before changing anything
Open tracking through the official UPS website or app. Confirm:
- tracking number and destination
- date and local time of the attempt
- reason shown
- InfoNotice number if one was left
- next planned action
- pickup location and deadline, if shown
- shipper restrictions
Avoid links in unexpected texts or emails. Type the official site yourself when the message looks suspicious.
Common reasons for a failed attempt
- signature required
- no secure place available
- access, gate, or address problem
- business closed
- payment, customs, or documentation issue
- weather or operational interruption
- package redirected or held
The tracking language can be brief. Contact UPS through the official channel when the reason is unclear.
Choose from the options actually offered
Depending on the shipment, the tracking page may offer:
- another delivery attempt
- hold at an eligible location
- access-point pickup
- delivery-date change
- authorised delivery instruction
- address correction initiated by the shipper
Do not assume every option is free or available. High-value, regulated, age-restricted, international, or shipper-restricted shipments may have tighter controls.
Prepare for pickup
Before travelling:
- Confirm the package is marked ready for pickup.
- Check the location’s hours and identity requirements.
- Bring the InfoNotice or tracking number.
- Bring accepted identification and any address documentation stated by UPS.
- Confirm whether another person may collect it and what authorisation is required.
A “held” scan does not always mean the package is already at the counter.
Fix access or address problems
If the address is wrong or incomplete, contact the seller or shipper quickly. UPS may require the shipper to authorise a correction.
For access problems, provide only necessary delivery information through the official system. Do not publicly post gate codes, phone numbers, or identity documents.
Contact the seller for retail purchases
Tell the seller:
- order number
- UPS tracking number
- failed-attempt status
- any delivery restriction or address issue
- whether you still want delivery or prefer the seller’s resolution process
The seller may be better placed to correct the address, open a trace, or handle a return.
If the package is returned or goes missing
Keep tracking screenshots, order invoice, delivery notices, support case numbers, and seller messages. Follow the seller’s refund or replacement process and UPS’s current trace/claim rules. The person entitled to file may depend on who paid for the shipment.
Match the event to an allowed action
Read the latest tracking detail and the Delivery Notice together. “Receiver unavailable,” “address information required,” “business closed,” “access unavailable” and “delivery change requested” need different fixes. Use UPS tracking support to confirm the current event before changing anything; a screenshot from an old notification may no longer describe package custody.
| Problem shown | Useful response |
|---|---|
| Signature or receiver unavailable | Choose only a new attempt, pickup, hold or authorised option actually offered for that shipment. |
| Apartment/unit or small address error | Use the correction control if displayed; otherwise ask the shipper to correct it. |
| Access gate or business hours | Add precise access information through the eligible UPS workflow and confirm the next event. |
| No change option appears | Assume a shipper, service or contents restriction until UPS or the shipper confirms otherwise. |
Protect the retail-purchase remedy
Save the seller order, tracking history, Delivery Notice and every attempted correction. If UPS returns the parcel, loses custody or requests a shipper-only action, contact the merchant because it owns the sales obligation and often the shipping contract. Do not promise that the recipient can file or collect every carrier claim.
At pickup, use the identity and location instructions shown for that package; names and addresses should match the shipment record. Avoid links from delivery-text messages until the waybill is confirmed on ups.com. If a parcel appears damaged at pickup or delivery, document the exterior before opening and preserve packaging while the merchant/UPS gives the applicable inspection instructions. Record the pickup address and hours from the live shipment page before travelling, because access-point availability can change. Save the final tracking event after collection or return so the merchant receives a complete custody record.
Official sources used
- UPS — Change a Delivery — Supports shipment-specific address correction, redirect, hold and restriction options.
- UPS — Delivery Notice Guide — Supports interpreting and using the UPS Delivery Notice number.
- UPS — Tracking Support — Supports using the current tracking event as the controlling shipment status.