Lost or Stolen Parcel

FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435) and USPS indemnity claims process

FTC 30 day shipping rule

"The Rule, issued in 1975, requires sellers who solicit buyers to order merchandise through the mail, via the Internet, or by phone to have a reasonable basis to expect that the sellers can ship within the advertised time frame, or, if no time frame is specified, within 30 days." If the seller can't ship on time, "the seller must obtain the buyer's consent to a delay in shipping or refund payment for the unshipped merchandise."

USPS claims

For insured USPS mail (e.g. Priority Mail Express, other insured mail, COD items, insured Registered Mail) that's lost, damaged, or has missing contents, either the sender or recipient can file an indemnity claim; the filing period varies by mail service. USPS usually sends a claims decision within 5-10 days, and approved claims are paid in 7-10 business days (never more than the item's actual value). A denied or partially-paid claim can be appealed within 30 days of the decision, with a second/final appeal available within 30 days of the first appeal's denial.

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Consumer Rights Act 2015, section 29 (passing of risk), plus Royal Mail's own claims process for lost/damaged/delayed items

Seller responsible until delivery

"The goods remain at the trader's risk until they come into the physical possession of— (a) the consumer, or (b) a person identified by the consumer to take possession of the goods." If the consumer independently arranges their own carrier (not one offered or recommended by the trader), the goods become the consumer's responsibility once handed to that carrier instead.

Royal mail claims process

Royal Mail runs its own Claims Centre: claimants need digital evidence including proof of posting and proof of value; how and when you can claim depends on the exact service used (e.g. Special Delivery vs other items have different delay-compensation rules) — Royal Mail publishes separate compensation policies for delay, loss, and damage.

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Consumer Rights Directive 2011/83/EU, Article 20 ('Passing of risk')

Seller liability until delivery

"In contracts where the trader dispatches the goods to the consumer, the risk of loss of or damage to" the goods passes to the consumer only once the consumer (or a third party indicated by the consumer, other than the carrier) has acquired physical possession of the goods — mirroring the UK's CRA 2015 s.29 (which implemented this same EU-derived rule domestically). If the consumer arranges their own carrier not offered by the trader, risk passes on handover to that carrier instead.

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