The FedEx Office® Packing Pledge

When it comes to packing your items, come to FedEx Office for peace of mind! If you purchase our pack-and-ship services and have your item shipped using FedEx Express® or FedEx Ground® services, and that item is lost or damaged at the FedEx Office location, or in transit, then file a claim in the specified time and the carrier will refund the amount paid for the pack-and-ship service, the amount paid for FedEx Express or FedEx Ground transportation charges (including any applicable surcharges and fees paid), as well as the value of the damaged contents.*

If you purchase our pack-and-ship services and have your item shipped using a FedEx Express or FedEx Ground service, and that item is lost or damaged at the FedEx Office location, or in transit, then file a claim in the specified time and the carrier will refund the following:

  • The amount paid for the pack-and-ship service.
  • The amount paid for FedEx Express or FedEx Ground transportation charges, including any applicable surcharges and fees paid.
  • The value of the damaged contents (subject to the lesser of the actual value, replacement or repair cost, or declared value of the shipment per the Declared Value and Limits of Liability provisions in the FedEx Service Guide).

Unless a higher value is declared and paid for, liability for each package is limited to CAD$100 as per the FedEx Service Guide. The declared value for fragile items and items of extraordinary value is limited to CAD$1000. See the Declared Value and Limits of Liability section in the FedEx Service Guide for details. The FedEx Office Packing Pledge does not nullify any provisions of the FedEx Service Guide.

The FedEx Office Packing Pledge only applies to:

  • packages packed by FedEx Office team members at a FedEx Office location;
  • packages shipped using FedEx Express or FedEx Ground services at the store in which they were packed and at time of packing; or
  • packages packed in new FedEx packaging.

The FedEx Office Packing Pledge does not apply to:

  • packages packed by the shipper;
  • packages shipped using any service other than FedEx Express or FedEx Ground; or
  • packaging brought in by the shipper.

How to receive the FedEx Office Packing Pledge:

  • Simply take the item(s) you want packed and shipped to the shipping desk at any FedEx Office location and have our FedEx Office team members pack and ship your item for you and then ship the item using a FedEx Express or FedEx Ground service.


What do I do if my shipment is lost or damaged in transit?
You will need to call FedEx customer service at 1.800.GoFedEx 1.800.463.3339 (say “claims”) to obtain a case number for your claim.

  • Please keep all original receipts from your FedEx Office transaction as these may be required.
  • The recipient must retain the box, packaging materials, and the contents as these may be required for inspection during the claims process.
  • We must receive notice of a claim due to damage (visible or concealed) within 60 calendar days after delivery of the shipment as per the FedEx Service Guide.

* The FedEx Office Packing Pledge can be suspended, modified or revoked at our sole discretion without prior notice to you.



FedEx Office Packing Pledge FAQ

How can I get the FedEx Office Packing Pledge?
Simply bring the item(s) you need packed and shipped into a FedEx Office location and our team members will do all the work. They will pack and ship your item using the appropriate supplies & packaging and ship your package using FedEx Express or FedEx Ground services. You may declare a value for your item and pay the applicable charge, otherwise our liability for each package is limited to CAD$100 as per the FedEx Service Guide.

Do I have to pay to qualify for the FedEx Office Packing Pledge?
No. There is no additional charge to receive the FedEx Office Packing Pledge, just the applicable packing and transportation charges. This is our way of providing you with peace of mind when you use FedEx Office for your pack-and-ship needs.

What happens if my package is lost or damaged in transit?
You will need to call FedEx customer service at 1.800.GoFedEx 1.800.463.3339 (say “claims”) to obtain a case number for your claim. For proof of purchase of FedEx Office packing services, please keep your FedEx Office receipt.

Are the charges for Declared Value reimbursed?
Yes. The fee you pay for Declared Value will be reimbursed as part of your transportation charges refund.

Are FedEx Express and FedEx Ground shipments supported by a money-back guarantee?
Yes! You can request a refund or credit of your transportation charges if your shipment is not delivered by the applicable delivery commitment for the service selected. For more information, please visit fedex.ca/mbg or see the Terms and Conditions in the FedEx Service Guide.