Faster, Easier Claims
If your shipment is damaged, lost, or missing contents, you can now file a claim online in less time and with fewer steps.
File a claim for FedEx Express®, FedEx Ground® or FedEx Freight® shipments. Filing is fast and easy.
See step-by-step instructions to help navigate the entire claims process. Plus get proactive tips for avoiding claims and preventing missing packages.
Our enhanced online claim process is packed with benefits
Easy filing
Log in to start your claim. We’ll pre-populate your claim with information from your shipping record to save time.
Add documents now or later
Add documentation* when you file or later, using our convenient drag and drop feature to move documents from your desktop
Informative updates, plus convenient claim access
Request to receive periodic claim status email updates when you file. At any time, check your claim’s status online, cancel your claim or view details.
Flexible reporting
See or share claim information easily. View and download your claim reports in various formats up to 12 months after you file a claim.
Your claims, your way
Set up account preferences for notifications, proactive emails, claim payments, account access, and administrative functions.
*Documentation not required for claim values of less than $100.
How to file a single claim for a FedEx shipment
First, log in to your account. You’ll be able to file a claim for:
- U.S. domestic shipments
- U.S. import/export shipments
- Shipments from Canada to the U.S.
Go to the File Claim(s) tab and complete the form
- Enter your tracking or PRO number
- Select your claim type
- Fill out the form
Add supporting documentation
Your claim needs to include supporting documents like:
- Original manufacturer or purchase invoices
- Repair estimates or invoices
- Expense statements
- Appraisals
Submit your online claim form
Review your information before you submit.
Track your claim
Go to the Reports tab to see the status of your claim.
File your claim for damaged or missing contents no later than 60 calendar days from the shipment date for U.S. packages and 21 calendar days from the shipment date for international packages. Claims for undelivered or lost shipments must be filed within nine months of the shipment date.
Step 1: Start a claim online
You can submit claims for FedEx Express® and FedEx Ground® shipments:
- within Canada
- from Canada to the U.S.
- from Canada to other countries
- from the U.S. to Canada
To start your claim:
- Log in or create a User ID
- Enter tracking number
- Specify your claim type: contents missing, lost shipment, or damaged shipment
- Complete the online claims form
- Add your supporting documentation now or later
To file claims for international shipments originating outside Canada and the U.S., contact FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339 for assistance.
Step 2: Add supporting documents (not required for claim values less than $100.)
Drag and drop supporting documents from your desktop to your online claim. Documentation may include:
- A scan of the FedEx® air waybill, FedEx Ship Manager™ printout, and/or FedEx Ground® Pick-Up Record
- Photos of package and damaged contents (if appropriate). Keep all original packaging, including cartons and contents, until the claim resolution process is finished.
- Serial number(s) of lost or damaged merchandise
- Proof of value documentation (e.g., copy of original invoice from vendor/supplier, copy of retail invoice/receipt, final confirmation screen if online order with proof of payment, itemized repair invoice or statement of non-repair, appraisals, expense statement, or any other applicable documentation)
If you require further assistance, please call FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339.
Step 3: Submit your claim
Review the information you have entered, submit the claim form, and print your case number page for your records.
Step 4: Schedule an inspection
If an inspection is necessary for your claim, FedEx will notify you. You may be asked to call FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339 to schedule an inspection. It may be necessary to make the original packaging, including cartons and contents, available to FedEx for inspection and to keep these materials until your claim is resolved.
Step 5: Track the status of your claim
A FedEx claims agent will review and process your claim. If you claim a “lost” shipment, FedEx will perform a trace. When your claim is resolved, FedEx will notify you. You can check the status of your claim online at any time or request updates by email.
Please note:
Most claims are resolved five to seven business days after submission. It may take longer if additional research is needed.
How to file up to 200 claims for FedEx parcel and air freight shipments
First, log in to your account. You’ll be able to file a claim for:
- U.S. domestic shipments
- U.S. export shipments
- Shipments from Canada to the U.S.
Click the File Batch Claims tab and verify your address
If your claim is approved, we’ll send your check to that address. Want your payment faster? Sign up for electronic funds transfer (EFT).
Add your claims data
- Download the spreadsheet template
- Save the spreadsheet and fill out the fields
- Upload your saved spreadsheet to submit your claims
Correct any errors (if applicable)
- Message and error alerts will guide you
- Click Refresh Table to update changes as you make corrections
- Save your claim at any time and come back to it later
- When all your claims show the green icon, you’re ready to submit
Submit your batch claim
Review your information before you submit.
Track your claim
Go to the Reports tab to see the status of your claim.
Use these instructions to file a single claim using a two-step process, or up to 200 claims at one time for FedEx Express® and FedEx Ground® shipments:
- within Canada
- from Canada to the U.S.
- from Canada to other countries
- from the U.S. to Canada
For shipments originating outside Canada, contact FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339.
Step 1: Log in to fedex.ca
- If you don’t have a FedEx account, find the type of account that's right for you.
Step 2: Select the File Batch Claims tab and download the template
Step 3: Fill in your claims data and save your file
Step 4: Use the “Browse” function to select and upload the file
- Your uploaded claims will appear at the bottom of the page.
Step 5: Review and update your batch claims
- FedEx saves you time by reviewing your batch claims for errors before you submit them.
- Message and error alerts will guide you through the claims that require further attention.
- As you make corrections and add documentation, click Refresh Table to view updated status based on your most recent changes.
- You can save your claim at any time and come back to it later.
- When all your claims show the green icon, you’re ready to submit your batch claim.
Step 6: Submit your batch claim
- Review your information and submit your batch claim.
- Print your case number page for your records.
Streamline the claims process with supporting documents
Uploading your documentation may speed up your claim and help get it approved. Once you’re logged in to your account you can attach documents like:
A scan of your FedEx® US Airbill, FedEx Ship Manager® printout, and FedEx standard parcel service pickup record
Photos of the package and damaged contents
Serial numbers of damaged or lost merchandise
Documentation including:
- Proof-of-value information (e.g., a copy of the original invoice from the vendor)
- A copy of your retail invoice or receipt
- The final confirmation screen of an online order with proof of payment
- An itemized repair invoice or statement of non-repair
- Your appraisals or expense statements
- An inspection report that contains images of your shipment’s packaging and damaged contents (if applicable)
If you file a claim for a package that’s damaged or missing contents, we may ask you to upload an inspection report. Keep the original packaging and contents until your claim is resolved.
Want to add supporting documents to your existing claim?
Add relevant documents to your existing claim to support your claims investigation.
For LTL freight claims, please send supporting documents to file.freightclaim@fedex.com.
We recommend using one of the following web browsers for an optimal experience when uploading documents: Microsoft Windows Browsers (Edge41+, Google Chrome 41+, or Mozilla Firefox 38+), Apple Browsers (Google Chrome 41+, Mozilla Firefox 38+, Safari 7++), or Android Browsers (Chrome 41+, Firefox 38+).
Frequently Asked Questions
To start your online claim, you will need your tracking number. You will also need to submit supporting documentation such as proof of value and photos of the damage, however, these documents can be uploaded afterward.
Please note that documentation is not required for claim values of less than CA$100.
You can use FedEx® Claims Online to submit claims for FedEx Express®and FedEx Ground® intra-Canada shipments, as well as shipments from the U.S. to Canada and from Canada to all international destinations.
Most claims are resolved five to seven business days after submission. It may take longer if additional research is needed.
If you use our online filing option, you can choose to receive periodic email updates on the status of your claim.
The sender, the recipient, or a third-party can file a claim.
Damaged or missing content claims must be filed within 21 calendar days of the delivery date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date.
Claims for loss of a parcel can be filed up to nine months from the shipment date. Packages that are damaged or have missing content must be reported within 21 calendar days from the shipment date. To have the damaged or missing contents assessed by FedEx, please call 1.800.GoFedEx 1.800.463.3339 and request a damaged call tag. Please see below for information on filing a FedEx Ground COD claim.
Keep all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to FedEx for inspection.
For more detailed information, including time limits for specific claim types, refer to the claims section of the FedEx Service Guide terms and conditions.
The sender will receive the claim settlement unless special arrangements are made with the shipper.
Only the shipper can file a COD claim.
Call Customer Service at 1.800.GoFedEx 1.800.463.3339 for assistance with international rules and regulations. International claims must be filed by fax or mail.
COD claims must be filed in writing within 21 calendar days of delivery. The shipper has nine months from delivery to submit any supporting claims paperwork to the COD Claims department.
Most cases will normally be resolved seven to ten business days after we receive your COD claim form and additional COD claim documentation, unless additional time for research is needed.
For more detailed information, including time limits for specific claim types, refer to the claims section of the FedEx Service Guide.
The sender will receive the claim settlement.
Call Customer Service at 1.800.GoFedEx 1.800.463.3339 for further assistance.
You can help your packages arrive on time and in good condition with proper packaging, taping, and labelling. To learn how to pack, visit fedex.ca/packaging.
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