Lost Package in Chile: How to File a Claim

Concrete steps to recover your package or get a refund when your shipment disappears

A lost package is one of the most frustrating ecommerce experiences. Whether you've gone weeks without updates or tracking says 'Delivered' but you never received anything, there are concrete steps you can follow to resolve the situation. This guide explains what to do, with what deadlines, and how to maximize your chances of recovering the package or receiving a full refund.

▸ First, Verify the Package Is Really Lost

Before starting a formal claim, verify these important points. Check the tracking status: a package that seems lost is sometimes simply delayed or in customs review. If tracking shows recent updates even if they say In Transit, the package probably isn't lost. If tracking says Delivered but you didn't receive anything, first check with all household members, then with neighbors or the building concierge. Sometimes the courier leaves the package with someone else without leaving notice. Consider how long it's been without updates: a package without updates for more than 7 business days for domestic or 15 days for international justifies a courier inquiry. For a formal lost package claim, generally more than 15 business days must have passed since the estimated delivery date.

▸ How to File a Claim with Each Chilean Courier

Each courier has its own claims process with different deadlines and channels. For Chilexpress, the customer service number is 600 600 7000 available Monday to Saturday from 8 to 20 hours, and you can also claim at chilexpress.cl in the Help section or at any agency. The maximum deadline to claim is 30 days from dispatch and they generally respond within 5 to 10 business days. For Correos de Chile, the number is 600 950 2020 and you can claim online at correoschile.cl. The deadline is 60 days for domestic shipments and up to 1 year for international ones under UPU conventions, though the process is slower and may take 3 to 4 weeks. For Starken, the number is 600 600 6006 with a 30-day deadline. For Blue Express, the number is 600 600 2583 also with a 30-day deadline.

▸ What Information You Need for the Claim

To make an effective claim and maximize your chances of success, have this information ready before contacting the courier. The basic data you'll need is the package tracking number, dispatch or purchase date, sender and recipient names, delivery address, and your RUT and contact details. The supporting documentation to have includes screenshots or printout of the purchase confirmation, the seller's dispatch email, the purchase receipt or invoice, tracking history with screenshots of statuses, and any previous communications you had with the courier. If the shipment had insurance, you'll also need the insurance policy or proof showing the insured value. The more documentation you have, the higher the probability of a favorable outcome.

▸ How to Claim from the Seller or Shopping Platform

If you bought from an online store, you can also claim directly from the seller and this is often faster than claiming from the courier. On MercadoLibre you have up to 30 days after the estimated delivery date to open a claim. The platform has a mediation process and generally resolves in favor of the buyer when the package didn't arrive with tracking evidence. On AliExpress the Buyer Protection Guarantee protects you if the package doesn't arrive within the protection period. Go to your order and click Open Dispute indicating the package didn't arrive. Shein and Temu also guarantee delivery or refund through their online support. As a last resort, if you paid with a credit card you can request a chargeback from your bank claiming merchandise not received. This process can take weeks but is effective in most cases.

▸ Prevention: How to Reduce the Risk of Lost Packages

Although you can't completely control the courier system, there are practical measures that significantly reduce the risk of losing a package. Always choose shipments with tracking even if it costs a bit more: shipments without tracking are impossible to claim if they get lost. Add clear and detailed delivery instructions if you live in a building or hard-to-access place, including the concierge's name or specific access instructions. Consider agency pickup if you can't guarantee someone will be home during delivery hours, as this eliminates the risk of the package getting lost after a failed first attempt. If you receive a package that appears externally damaged, photograph everything before opening it: this is crucial for damage claims during transport. With Chiletrackr you can register your shipments and receive automatic updates: if something unexpectedly changes in the status you'll know immediately without having to check manually.

Frequently Asked Questions

How soon must I file a claim if my package was lost?

Deadlines vary by courier. Generally you have 30 days from the dispatch date to file a formal claim. For international shipments through Correos de Chile the deadline may extend to 90 days. Don't wait too long: act within the first 30 days to have more options.

How much will I be paid if the courier loses my package?

It depends on the courier and the declared or insured value of the shipment. Without insurance, couriers generally reimburse only a minimum amount per their policies. With insurance, the reimbursement is the insured value. That's why it's important to declare the real value and consider insurance for valuable shipments.

What does 'Exception' mean in tracking? Is my package lost?

Exception doesn't mean the package is lost. It indicates a delivery problem occurred such as incorrect address, absent recipient, package at customs, or damage. Contact the courier to find out the exact reason and how to resolve it.

My package says 'Delivered' but I didn't receive it, what do I do?

First check with everyone in your household and neighbors. Then contact the courier immediately as they generally have a photo of the delivery location. If there's an error you have the right to claim. Act within the first 48 hours of Delivered appearing to make resolution easier.

Will the courier refund my money if they lost my package?

Yes, couriers have compensation policies for lost packages. However the amount may be limited to the insured value or a maximum per their terms. The process can take weeks. If you bought from an online store, claiming from the seller is generally faster.

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