Jan 17, 2026
When Orlando resident Gustavo Gonzalez shipped a specialized piece of equipment last year, he had no idea that he’d be left holding an empty box.
According to WFTV Channel 9, the item, a spare safety component for a hydrogen compressor used in the oil and gas industry, valued at over $45,000, was in one of three boxes Gonzalez says he shipped from a UPS Store to a client in Miami. (1) Two of the packages arrived, but the third box with the pricey part never made it to its destination.
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Gonzalez shared a slip with the local broadcaster that showed someone named “Gomez” had signed for the missing box. The tracking information was updated the following day to say it was being returned to sender. Gonzalez says when he arrived at the UPS Store expecting to pick up a package weighing over 100 pounds, he was shocked.
“It’s empty. Where’s the spare? Oh my God,” he recalled thinking to Channel 9 in a story that aired Dec. 15. “It’s a big problem.”
Package reimbursements
Gonzalez says no one could explain why the box was empty, who signed for it or how it made its way back to Orlando without the original contents inside.
After filing a police report and submitting a claim with UPS, Gonzalez received a check for just over $550 — the shipping cost plus an extra $100, which is the maximum reimbursement UPS provides for a lost or damaged item, unless you purchase “declared value” coverage.
Gonzalez claims he wasn’t asked about the value of the item ahead of time and didn’t realize added coverage was an option, Channel 9 reports. He has since filed a lawsuit in Orange County, hoping to recover his losses.
A spokesperson for UPS told the broadcaster, in part, that the package appeared to be in the same condition when it was returned as when it was sent. Once learning of the lawsuit, however, the spokesperson said they don’t comment on pending or threatened litigation (2).
Shipping is big business. About 22.4 billion packages were shipped in the U.S. in 2024, according to Capital One (3). Consumers might automatically assume that carriers like UPS or FedEX will automatically reimburse them if something goes wrong, but that’s a costly assumption to make. Consumers should read the fine print about who may be liable and for how much before they purchase shipping.
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Before you ship anything valuable
Before shipping something valuable, here are some steps you can take to protect your high-value package.
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Declare the value: Paying to declare the value of an item you ship can increase how much the carrier might have to pay if something goes wrong and if they can be proven to be at fault. If you’re shipping something expensive, especially if it’s beyond a carrier’s declared value cap, it may be worth looking into third-party insurance, which can offer stronger protection.
Document everything: Before you hand the package over, snap photographs of the items, how it's packed and the final sealed box. If you can, photograph the weight. Be sure to keep your receipts and any tracking information. If a package goes missing, that paper trail could be critical for your case.
Ask questions: Don’t assume that you’re covered just because you’re using a well-known carrier. Ask questions at the counter like: What’s the default coverage? What happens if this gets lost or stolen? Are there any exceptions to know about?
Think beyond standard shipping: If you’re sending something rare, industrial or very valuable, you may want to consider a courier that offers white-glove service. Some companies offer more secure handling of goods and even insurance for high-value items.
Know what to do if things go wrong: If a shipment disappears or arrives damaged, you can file a claim with the carrier. Small-claims court may be another option, or for larger cases you could consider seeking legal help. If you think theft is involved, state consumer protection offices and local law enforcement could be options as well.
Article sources
We rely only on vetted sources and credible third-party reporting. For details, see our editorial ethics and guidelines.
WFTV Channel 9 (1, 2); Capital One (3)
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Jessica is a freelance writer with a professional background in economic development and small business consulting. She has a Bachelor of Arts in Communications and Sociology and is completing her Publishing Certificate.
