Who can file a claim?
The sender, the recipient, or a third-party can file a claim. For a recipient or third party to file a claim, a Letter of Authorization is required from the shipper.
How do I file a claim?
- Please contact our Customer Service team at 648-4000 or email email@example.com to file your claim.
- Gather the following documentation:
Photocopy of the FedEx air waybill or FedEx Ship ManagerTM printout.
All related documentation regarding the proof of value of the goods/products shipped (copy of original invoice from vendor or supplier; copy of retail invoice or receipt; final confirmation screen, if an online order, with proof of payment; itemized repair invoice or statement of non-repair, appraisals; expense statement; or any other applicable documentation).
Serial number(s) of merchandise, if applicable.
Inspection report, if applicable.
- Submit the claim and documentation by email or fax:
When should I file my claim?
Concealed loss, damage, and delay claims must be filed within 21 calendar days of the delivery date. Non-delivery or misdelivery claims must be filed within nine months of the shipment date.
How long will the claims process take? / How long does the claims process take?
Unless additional time for research is required, most cases will be resolved five to seven days after we receive your claim form and supporting claim documentation.
Can I get updates on the status of my claim?
If you email the claim form to us via email, you will receive acknowledgement of the email and regular updates on the status of your claim.
Who can receive claim settlements?
The sender will receive the claim settlement unless special arrangements are made with the shipper.
What should I do with the merchandise and shipment packaging while the claim is being processed?
Keep the merchandise and all original packaging, including cartons and contents, until the claim reolution process is finished. It may be necessary to make the packaging available to FedEx for inspection.
Where can I find information regarding FedEx billing procedures on fedex.com? / Where can I find specific information about the claim resolution process?
For more information on billing procedures, please contact Customer Service at 648-4000.
- Managing Your Account
How do I update my billing information or credit card information?
To update your billing information, please contact us at 648-4000 .
How do I request a refund or adjustment to my invoice if I experience a late delivery?
To request a billing adjustment, please logon to FedEx® Billing Online. You may also contact us at 648-4000 to investigate the case.
How can I request a copy of my original or adjusted FedEx invoice?
To obtain a soft copy of the FedEx invoice, please logon to FedEx Billing Online. You may also contact us at 648-4000 to arrange for your invoice to be sent to you via mail, fax, or email
How do I close my account?
Step 1: Please settle all the outstanding invoices for the account
Step 2: Please provide a letter of authorization (L.O.A.) The L.O.A. should be on company letterhead (if applicable) and include the reason(s) for closing the account, effective date, authorization signature and company chop.
For any queries, please contact FedEx Customer Service at 648-4000.
How do I open a FedEx Account?
Applying for a FedEx account is easy. You can open an account online or call Customer Service.
Do I need a FedEx account to ship?
In order to ship online using FedEx Ship Manager at fedex.com, a FedEx account and a fedex.com login are required. You can first open a FedEx Account online and then get a fedex.com login.
How do I start shipping online?
If you want to ship online using the full range of FedEx Ship Manager services on fedex.com, a FedEx account and a fedex.com login are required. You first need to open an account, which you can either do online or by contacting Customer Service, and then you need to register for a fedex.com login ID and password.
What service do I use to ship my package?
FedEx Express® offers reliable, time-definite delivery of your most urgent shipments to more than 220 countries and territories around the world, all backed by our Money-Back Guarantee. Go to International Services and Solutions to select the service that meets your needs.
Can I prepare my shipping documents online?
Yes, it's easy to prepare your shipments online. If you already have a FedEx account number, logon to FedEx Ship Manager at fedex.com to process your shipment. Print out your shipping labels on a laser printer, and you're ready to ship.
Where can I get information on how to ship a package?
Find out everything you need to know before you ship any package through our comprehensive online Tools for Shipping.
What are my choices for express delivery?
Recognizing that your deadlines can vary from day to day, FedEx provides FedEx International Priority® for overnight delivery to the U.S. and key destinations in Asia and Europe. For specific delivery commitments based on your shipment's origin and destination, please go to the Get Rates & Transit Times application on fedex.com.
Is it possible to change the service type or delivery time (faster service) of a package once I have already sent it?
Generally it is not possible to change the service type or delivery time of the shipment once it has been shipped. Please contact Customer Service to confirm if changes can be made.
How can I cancel a shipment I created online?
The window for cancelling a shipment is quite tight, but shipments can be cancelled using FedEx Ship Manager at fedex.com. Logon to FedEx Ship Manager at fedex.com and click on the Ship History tab. Select the shipment and click on the Cancel button.
I lost the label I printed. Can I reprint it?
Yes. FedEx Ship Manager at fedex.com allows you to reprint shipping labels and/or international documentation. FedEx labels and documents may be reprinted up to 12 hours after they are processed, or until midnight local time (whichever comes first). Click on the Ship History tab, select the shipment, and click on the Reprint button.
Can I get a copy of the delivery signature?
If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track a Shipment application.
If you need further detailed delivery information, including exact address, please call us at 648-4000.
How do I change the delivery address for my shipment?
If you are the shipper, you may contact FedEx at 648-4000 to change the delivery address at least one day prior to the commitment date, but there is no guarantee. A service charge will be charged to the shipper's account.
If you are the intended recipient of the package and you wish to provide additional information about the delivery address (for example, add a suite or apartment number), you may contact us at 648-4000. If you are the intended recipient, you are required to provide an authorization letter from the shipper of the package for a change of address.
You may request your package be held for pickup at your nearby FedEx location. You can search in fedex.com for your nearest FedEx location.
I've shipped a package. When will FedEx make the delivery?
You can track the status of your package on fedex.com by inputting your tracking number and then by viewing the Estimated Delivery Date. We are unable to specify an exact delivery time. Delivery times depend on the service selected, but typically occur during normal business hours.
If you do not have your tracking number, contact the shipper in order to obtain the tracking number. Customer Service may be able to find your shipment information if you are unable to get your tracking number from the shipper. Contact us at 648-4000 .
How do I specify a time window for delivery? / I am shipping a package. How can I determine the arrival time or specify a time window for delivery?
FedEx Express offers several services that provide delivery by a certain time. Using our online tools is the best way to determine the service that delivers by the time you require. Please go to Get Rates & Transit Times on fedex.com.
What are my choices for overnight delivery?
In some cases, FedEx International Priority, may provide overnight service depending on locations and distances involved. For specific delivery commitments based on your shipment's origin and destination, please go to the Get Rates & Transit Times application on fedex.com.
Can I schedule a pickup on FedEx Ship Manager at fedex.com?
Yes. Please ensure you keep a record of your booking number. If a booking number is not available, please contact FedEx Customer Service.
How do I order shipping supplies?
You can order Packaging Supplies online or by calling Customer Service.
You must have an account number to order supplies. Typically, FedEx will ship your supplies for delivery anywhere you designate within 3-4 business days.
I want to use the bill consignee or bill 3rd party service. What should I do?
You need to contact the payer and obtain their valid FedEx account number.
Before shipping please contact FedEx Customer Service to check if their account number is valid.
How can I confirm that my package was shipped to the correct address?
If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track Shipment application.
If you need further detailed delivery information, including exact address, please call our Customer Service team at 223-3504/2213.
Can I revise the label I printed?
This is not possible. Please cancel the original lable and create a new one.
What are the benefits of FedEx Billing Online?
For questions related to Billing Online, please visit FedEx Billing Online Frequently Asked Questions.
How do I get my package to FedEx?
You can choose from the following options:
- Drop your package off at a FedEx drop-off location
- Arrange for a courier pickup by calling Customer Service
- Schedule a regular pickup with Customer Service
How do I find a FedEx Drop-off location?
Click Find FedEx Locations to find the closest FedEx staffed locations near you.
How do I request a courier?
You can arrange a courier pickup by calling Customer Service.
If you ship many packages a week and would like to schedule a regular pickup, please call Customer Service.
When do package dimensions determine my rates?
Shipments in FedEx-provided packaging are not currently subject to dimensional weight pricing. Dimensional weight is a calculation of a shipment's weight based on the dimensional weight instead of its actual weight. To obtain a rate quote, you will need to provide shipment dimensions along with the actual weight of your shipment.
How do I calculate dimensional weight?
For all FedEx Express shipments to another country/territory, dimensional weight is calculated by the following formula: Length x Width x Height (all in cm or all in inches)/ factor number, which is provided by FedEx.
FedEx reserves the right to assess transportation charges based on dimensional weight for all shipments.
Can I reroute a FedEx Express package in transit or make an address correction?
Yes. Only one reroute request per package is allowed to change a delivery address from what was originally on the air waybill or shipping label. The shipment reroute must be authorized by the sender.
A reroute includes a change to any one of the following:
- From one street address to another in the same city/state
- From Hold at FedEx Location instructions to a request for a delivery
- From delivery instructions to a request for Hold at FedEx Location
- From one Hold at FedEx Location to another in the same city/state
To reroute a shipment, call Customer Service and provide the following information:
- FedEx tracking number
- The new destination address and contact telephone number for the recipient.
Please note that the FedEx Money-Back Guarantee does not apply to shipments that are rerouted.
Are there any extra charges for rerouting a package?
Yes, additional restrictions and fees may apply. There is no extra charge to hold packages for pickup instead of delivery; however, the person authorized to pick up the package will need to present a photo I.D. The FedEx Money-Back Guarantee does not apply to shipments that are rerouted.
FedEx reserves the right to determine the mode of transportation (including air, ground, or other carriers) to get your shipment to its new destination as quickly as possible. FedEx will attempt to honor the new delivery request, but verification and handling procedures may result in delays.
I wasn't home when FedEx tried to deliver my package. What can I do to ensure delivery? / What happens when no one is available at my home or office to accept a shipment?
In most cases, FedEx will attempt to deliver your package three times before returning it to the shipper.
When the driver is unable to leave your package, he/she will leave a tag on your door, informing you of the delivery attempt. The door tag contains the air waybill number and the next delivery time attempt, typically the next business day.
You may contact FedEx Customer Service at 648-4000 to arrange a specific delivery time re-attempt or to arrange for the package to be held at a FedEx location for self pickup. The nearest FedEx location can be found by clicking on FedEx Locations at fedex.com.
As a student, what is the best way for me to get information about FedEx?
We suggest that you explore the About FedEx section of the FedEx website. About FedEx offers a wealth of information about FedEx, press releases, and more.