Printable Version IP1/IXF Terms and Conditions


 
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FEDEX INTERNATIONAL PREMIUM MONEY-BACK GURANTEE* POLICY

We offer a Money-Back Guarantee for the FedEx International Premium Service. This Guarantee can be suspended or revoked at our sole discretion without prior notice to you. For Canadian-based payors, we will, at our option, and upon request, either refund or credit to the applicable invoice only your transportation charges if we fail to make your paperwork and shipment available to your broker at destination within 60 seconds after the applicable Quoted Availability Commitment Time. You agree that our records regarding Quoted Availability Commitment Times constitute conclusive proof of any such quotes. Quoted Availability Commitment Time is the time published in the FedEx booking record and communicated by FedEx when the shipping arrangements are made.

The following limitations apply:

  1. Where Customs or other regulatory agency delays are incurred.
  2. An exact availability commitment time can be obtained by telephoning Freight Customer Service and supplying us with all of the following:
    1. Air Waybill number
    2. Date of the shipment
    3. Exact origin and destination
    4. Weight of the shipment

    Any transit time published in the FedEx Terms and Conditions, the FedEx Express Worldwide Directory or elsewhere or quoted by Customer Service without the above required facts is only an estimate and is not a Quoted Availability Commitment Time.
  3. Paperwork and freight arrival at destination within 60 seconds of the Quoted Availability Time constitutes timely availabilty.
  4. To qualify for a refund or credit due to late availability, you must notify us of the service failure and request a refund or credit of your transportation charges in compliance with the conditions listed below. If you do not comply with these conditions, you are not entitled to receive a refund or credit and cannot recover compensation for a service failure in any lawsuit.
    1. Requests for refund or credit of transportation charges due to a service failure must be submitted via telephone to 1.866.SHIP.IXF (1-866-744-7493) or in writing to Federal Express Canada Ltd., Attn: Freight Desk, 5985 Explorer Drive, Mississauga, Ontario, Canada, L4W 5K6.
    2. Your notification of a service failure must include your FedEx account number, the air waybill number, shipment weight, the pieces that were late, date of the shipment and the recipient's name.
    3. All requests for refund or credit of transportation charges must be received via one of the approved channels within 15 calendar days of the invoice date or within 15 calendar days from the ship date if you are paying by credit card or in advance by cash, check or money order.
    4. A partial payment against an invoice is not considered a request for invoice adjustment or notice of a refund request. A notification of the reason for an unpaid charge with your payment is not considered a request for an invoice adjustment or notice of a refund request if the reason relates to a service failure.
  5. A credit or refund under our Money-Back Guarantee Policy will be applied only against transportation charges for the shipment giving rise to the credit.
  6. A service failure will not be deemed to have occurred if after you notify us we provide you with:
    1. Proof of timely availability, consisting of the date and time the paperwork and freight was recorded by FedEx at destination.
    2. Service exception information reflecting that the failure to perform timely resulted from circumstances described under "Liabilities Not Assumed."
  7. We are not obligated to respond if your request is not received within the time limits stated above.
  8. A service failure will not be deemed to have occurred if a "bill to" account number was provided at the time of shipment that was not in good credit standing and the shipment was held until alternate payment arrangements were secured.
  9. Only one refund or credit is permitted per shipment and can only be requested by the payor.
  10. In the case of multiple-piece shipments, this Money-Back Guarantee will apply to every piece in the shipment. If a service failure occurs for any piece within the shipment, a refund or credit will be given only for the portion of the transportation charges applicable to that piece.
  11. If the paperwork is late, but freight is available, the entire shipment is considered late and 100% of the transportation charges are refundable.
  12. If the freight and paperwork are not available, the entire shipment is considered late and 100% of the transportation charges are refundable.
  13. If the paperwork is available and a service failure occurs for any package within the shipment, a refund or credit will be given only for the portion of the transportation charges applicable to that package.
  14. A refund or credit will not be given for shipments due to any of the causes described under "Liabilities Not Assumed."
  15. This Money-Back Guarantee does not apply to requests for invoice adjustment based on overcharges.
  16. This Money-Back Guarantee applies only to transportation charges paid by U.S. -and Canadian-based payors and does not apply to duties, taxes or other charges.
  17. This Money-Back Guarantee only applies to shipments tendered under FedEx International Premium Service.
  18. The Money-Back Guarantee for shipment delays is prorated based on the number of packages within the shipment where availability is not completed by the Quoted Availability Commitment time.
  19. This Money-Back Guarantee does not apply to undeliverable or returned shipments, or to any shipment containing dangerous goods or dry ice.
  20. Credits for transportation charges will be applied to the payor's account only, and refunds will be made payable to the payor only.
  21. The shipment must not have been tendered for transportation during the three (3) calendar days before Christmas. Money-Back Guarantees for service failures are suspended for shipments tendered to us on this service during this period.
  22. Holidays in international locations will affect our transit times. Contact Freight Customer Service for information on commitments which may be affected due to the observance of these holidays.
  23. There are no availability commitments for shipments on which the Money-Back Guarantee is suspended.
  24. No refund or credit will be provided if an International Premium shipment was not booked as required.

* Offer void where prohibited by law.

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