I used UPS to send vital visa documents from the UK to Hong Kong. As there was urgency in the situation, I sent the parcel using the fastest available international shipping method - within 2 business days before 12pm, which includes a money-back guarantee. The parcel was delivered a day late, so I asked for my refund on the same day as the delivery. UPS promised to get back to me within 48 hours, but I did not receive a response so I followed up again 6 days after the delivery. I once again did not receive the promised response, so I followed up again 15 days after the delivery. Each time I followed up, I received a different 'next step' and update. When I finally received a response from UPS, they said that they cannot process my refund because I filed my complaint more than 15 days after the delivery date, which was clearly 100% incorrect. I proved UPS wrong, then they came back with a new excuse about Customs clearance. I then proved their Customs clearance excuse wrong using some of the tracking details, so UPS came back saying they still cannot process the refund for 'other reasons outside of their control'. So, after providing 2 excuses and having them both proved wrong, UPS then went vague and withdrew all transparency just to avoid processing a refund. With this experience, it's easy to see why UPS has horrible reviews all over the internet. Key point: UPS offers an unreliable service and will then lie their way out of any responsibility. You're better off walking to the destination and delivering your parcels yourself.