International Inquiry and Claims Process

You can initiate inquiries for Global Express Guaranteed (GXG), Priority Mail Express International, and Registered Mail items, and for insured and ordinary parcels. The Postal Service does not accept inquiries for ordinary letters, Priority Mail International Flat Rate Envelopes, Priority Mail International Small Flat Rate Priced Boxes, or M-bags.

To initiate inquiries for undelivered or damaged articles, call the International Research Group at 800-222-1811. If an inquiry determines that a package is lost, the Postal Service will send a claim packet to the U.S. sender with instructions on how to file a claim.

You may also initiate an international inquiry online at if you are the U.S. sender and are already a account holder (or if you create a account at the beginning of the inquiry process).

If you receive an international package that is damaged or has missing contents, you may file a claim immediately, but no later than 60 days from the date of mailing, and you must present the article, container, or packaging and all contents to a local Post Office. Payments for international claims may be payable only to the mailer, regardless of destination country, unless the mailer signs a waiver of rights to payment.

To obtain the status of a filed claim, contact the Accounting Help Desk at 866-974-2733. For additional information, see IMM 920.