Frequently Asked Questions

Download the FedEx Shipping Guide to understand what you can do to ship any type of shipment, be it air or ground, in easy, step-by-step tasks.

  • Customer Service FAQs


Contact Customer Service by E-mail or Phone

Email FedEx Customer ServiceEmail FedEx Customer Service
Call FedEx Customer ServiceFor International Services 1800 22 6161 / 1800 209 6161
Contact FedEx Customer ServiceFor Domestic Services 1800 419 4343

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Frequently Asked Questions

  • SHIPPING

I have an urgent shipment, how can I ship now

  • If you are onetime individual shipper sending documents and non-commercial shipments and paying by cash, go to shipnow.van.fedex.com. Click ‘Ship’ on the top right hand-side corner; select ‘Create a Waybill’ option from the drop down menu of the available offer of your choice. Enter all details and you are to ready to ship
  • Walk in to FedEx retail or an Authorized Ship Center. Find the nearest FedEx location here
  • Contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services

I have regular shipping requirements, can FedEx help?

If you have a regular international, domestic or import shipping requirements. We recommend you to open a FedEx Shipping Account. You can select from the following options:

  • Lead form submission through fedex.com/in: Fill a simple “Open an account” form. FedEx representative will contact you within 24 business hours of receiving the form and assist you with further steps.
  • Contact through Sales Representative:
    • If you have submitted the required FedEx account opening documents along with the FedEx Shipping contract digitally, your FedEx account will be created and activated within 4 business hours
    • If you have submitted hard copies of the FedEx account opening documents along with the FedEx Shipping contract, account activation could take between 2 to 4 business days

What are the documents I have to submit for Domestic services FedEx account?

To access FedEx international and domestic shipping services, submit the following documents along with the ‘Account Opening Form’ and the ‘FedEx Shipping Contract’ either digitally or to your sales representative.

Service Category Documents Required
Domestic, International Exports and Imports
  • Company
  • Trust or Foundation
  • Individual / Proprietorship Firm
  • Partnership Firm/LLP

(Registered under Goods & Services Tax Act)

  • To verify identity GSTIN Certificate
  • PAN

To verify address

  • Utility bill not more than 2 months old (landline/mobile phone/electricity/water/gas)
  • Bank Account statement not more than 2 months old
  • Shops and Establishment Act registration
  • GSTIN Certificate with address
  • Valid registered lease or leave and license agreement

To verify authority of signatory

Power of Attorney/ Letter of Authority/ Resolution granted to its managers, officers or employees to transact business on its behalf

  • Company
  • Trust or Foundation
  • Individual / Proprietorship Firm
  • Partnership Firm/LLP
  • 5. Institutions (including Embassy/ U.N. Bodies/ any Government entities)

(Exempted/ Not- Registered under Goods & Services Tax Act)

To verify identity

  • PAN
  • Unique Identification Number (UIN)

To verify address

  • o Utility bill not more than 2 months old (landline/mobile phone/electricity/water/gas)
  • o Bank Account statement not more than 2 months old
  • Shops and Establishment Act registration
  • o Shops and Establishment Act registration
  • o Valid registered lease or leave and license agreement

To verify authority of signatory

Power of Attorney/ Letter of Authority/ Resolution granted to its managers, officers or employees to transact business on its behalf

a) Any one document (certified by individual/authorized signatory) to verify identity and address proof

b) Any one document (certified by authorized signatory) to verify authority granted to signatory

c) Certified copy of government-issued ID of authorized signatory

Note: the name and address on the KYC documents must match the address and name mentioned on the Air Waybill / invoice

How do I start shipping online?

If you are a FedEx account holder, you can access FedEx digital solutions by creating a fedex.com User ID and Password. This User ID enables you to access online/off-line shipping tools like get transit times & rate quotes, tool to find international shipping documents and online billing. Once your account is created, log onto fedex.com/in , to select the service that meets your requirements. Click here to get your FedEx login credentials now.


If you are paying by cash*, you can access FedEx automation tools by visiting shipnow.van.fedex.com. Would you require support, please contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

*applicable for one-time individual shippers sending documents and non-commercial shipments

What service do I use to ship my package?

FedEx offers a wide range of International and Domestic services to suit your requirements.


International Services:

Choose from our flexible range of international express services for reliable, time-definite*, door-to-door, customs-cleared delivery to over 220 countries and territories worldwide.

Service Delivery within Description
FedEx International Priority® Typically 1-3 business days~ Send documents and shipments up to 68 kgs per unit
FedEx International Priority® Freight Typically 1-3 business days~ Send shipments above 68 kgs up to 1,000 kgs per piece
FedEx International Economy® service Delivery within 2-5 business days~ For less urgent shipments

~ Transit and delivery commitments may vary depending on pickup time, origin, destination and force majeure events. Please contact Customer Service for further details. All international and domestic shipments are subject to FedEx domestic and international Conditions of Carriage available at www.fedex.com/in



Domestic Services:

Choose our air and ground services for your non-commercial(1) or commercial(1) shipping needs, and get access to over 19,000 postal codes across India with direct connectivity to 23 airports.

Mode Shipment Type Delivery within Description
Air Non-commercial(1) Next business day to select destinations and typically 2-4 business days to other destinations(2) Door-to-door express delivery service
Air Commercial(1) Next business day to select destinations and typically 2-4 business days to other destinations(2) Door-to-door express delivery service
Ground Commercial(1) And Non-commercial(1) 1-9 business days(2) Door-to-door day-definite(1) express delivery service

(1) Non-commercial shipments are shipments which do not involve ‘Sale of Goods’, have a declared value up to INR 5,000 and an actual weight not exceeding 31kg per piece. Commercial shipments are shipments which involve ‘Sale of Goods’, have an invoice value up to INR 50,00,000 and an actual weight not exceeding 68kg per piece. (2) Transit and delivery commitments may vary depending on pickup time, origin, destination and force majeure events. Please contact Customer Service for further details.

How do I prepare a Waybill/shipping label?

If you are a registered user, you can create a Waybill using our shipping tools like FedEx Ship Manager® at fedex.com/in. If you are paying by cash*, you can visit shipnow.van.fedex.com.

*applicable for one-time individual shippers sending documents and non-commercial shipments


To create a Waybill on FedEx Ship Manager®:

  • Log on with your registered** User ID and Password
  • Select ‘Ship a Package’ from the ‘I want to’ drop-down menu
  • Create your Waybill in 5 simple steps

** If you are not a registered user, click here to get a FedEx login now


My Shipping Profiles: select the profile you want to ship to if already created, or fill in the information for a new recipient as detailed below


Step 1: From (Sender’s information)

  • Enter sender information in this section
  • Fill the ‘Save as my default address’ to designate the sender as the default for future shipments
  • Save new sender in address book for future shipments

Step 2: To (Recipient’s information)

  • Enter the recipient’s information in this section
  • Click on ‘Save new recipient in address book’ to save the recipient for future use

Step 3: Package & Shipment Details:

  • Enter the number of packages*, weight of your shipment, service type, and packaging type
  • * mention the number of boxes/packages being shipped

Step 4: Billing and Pickup/Drop-off Details:

  • Select the account number to be billed for the shipment: you, the recipient, or a third party
  • Choose the account number to bill for an international shipment’s duties, taxes and fees
  • Special Services (Optional): select instructions for special handling of the shipment
  • Pickup/Drop-off: select the option appropriately if you already have a scheduled pick up or if you want to drop-off the package to the nearest FedEx location
  • Select the required option to send notification to the sender or recipient
  • Rates and Transit Times (optional): click ‘Calculate’ to get the estimated shipping costs and transit times

Step 5: Complete Your Shipment:

  • Click ‘Ship’ to generate and print your label, or ‘Save For Later’ to ship at a later time
  • If you create the same kind of shipment a lot, check the box ‘Create a Shipment Profile’

View the Waybill section of the FedEx Shipping Guide on page number 12 for more details on descriptions to be mentioned.

Can I prepare my shipping documents online?

Yes, you can prepare your shipping documents online. If you are a FedEx account holder, log in to fedex.com with your registered** FedEx User ID and Password to access FedEx Ship Manager®. If you are paying cash*, you can visit shipnow.van.fedex.com. Create your label → Print it and you are ready to ship.

*applicable for one-time individual shippers sending documents and non-commercial shipments

** If you are not a registered user, click here to get a FedEx login now

Is it possible to change the service type or delivery time of a package once I have already sent it?

Yes, in many cases. However changing the service type or delivery time is not a guaranteed service. If the shipment has left the origin city, it will not be possible for us to change the service type or delivery time. For more information, contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.


If you anticipate the change in the delivery time often due to the nature of your business, you (the shipper) can register your recipient(s) on FedEx Delivery Manager® (FDM). By activating FDM, our delivery solution, you can give your customers the ability to customize their deliveries to fit their schedules. Click here to register your customers in 3 simple steps.

How do I change the delivery address for my shipment?

A request for change in the delivery address is considered as an exception and is possible only if it is within the same country/territory

  1. Inter-city: will incur a correction surcharge
  2. Intra-city: will be treated as a new shipment and will travel on a separate Waybill. Go to Rates & Transit Times section on fedex.com/in to check the estimated cost.

If you anticipate the change in the delivery time often due to the nature of your business, you (the shipper) can register your recipient(s) on FedEx Delivery Manager® (FDM). By activating FDM, our delivery solution, you can give your customers the ability to customize their deliveries to fit their schedules. Click here to register your customers in 3 simple steps.

How can I cancel a shipment I created online?

You cannot cancel a shipment created online. For more details you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

I lost the label I printed. Can I reprint it?

Yes. FedEx Ship Manager® at fedex.com/in allows you to reprint shipping labels and/or documentation. FedEx labels and documents may be reprinted up to 12 hours after they are processed, or until midnight local time (whichever comes first). Log into FedEx Ship Manager®, 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 tracking number, you can access the delivery city and signature information on fedex.com/in by clicking “Track a Shipment”. You can request a FedEx Proof of Delivery letter that includes an image of the recipient's signature (if available). If you need detailed delivery information, including exact address you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

I've shipped a package. When will FedEx make the delivery?

You can view the estimated delivery date by entering the tracking number of your package on fedex.com/in. Delivery time is dependent on the service selected, but typically occurs during normal business hours.

Can I schedule a pickup using automation solution at fedex.com/in?

Yes, please ensure you keep a record of your booking number. If you are paying by cash*, you can schedule a pick up by visiting shipnow.van.fedex.com. Would you require support, you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

*applicable for one-time individual shippers sending documents and non-commercial shipments

How do I order packaging supplies?

You can order packaging supplies for international shipments only. If you are an account holder, you can log into fedex.com/in using your registered** FedEx User ID and Password and order supplies by clicking Order Supplies in the quick access tab. If you are paying by cash*, you can request packaging supplies when booking the shipment through shipnow.van.fedex.com. You can also write to india@fedex.com or contact FedEx Customer Service by calling 1800226161. We will ship your supplies for delivery within 3-4 business days.

*applicable for one-time individual shippers sending documents and non-commercial shipments

**If you are not a registered user, click here to get a FedEx login now

How can I confirm that my package was shipped to the correct address?

You can check the delivery city and signature information using your shipment tracking number on fedex.com/in via the Track Shipment application. If you need further detailed delivery information, including exact address, you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services. We will have your supplies delivered within 3-4 business days.

Is FedEx Express shipment backed by a money-back guarantee?

Yes, you can request a refund or credit of your transportation charges if your shipments do not arrive by the delivery commitment time as published on fedex.com/in. Please visit the conditions of carriage section on fedex.com/in for complete details on money-back guarantee.

What are your delivery hours?

Delivery hours are generally from 8am to 8pm. However, this may vary by selected service and location. Visit Get Rates & Transit Times section on fedex.com/in to confirm the commitment time.

My shipment doesn’t appear to be on the correct route. Should I be concerned?

Shipments may move through regional sorting locations before arriving at their final delivery destination. Often shipments may not appear to be moving on the most direct route from the pickup location to the final delivery destination. Visit Transit Times section on fedex.com/in to confirm the commitment time.

  • BILLING AND INVOICING

What is the easiest way to manage my invoicing with FedEx?

Streamline your billing using FedEx Billing Online®. You can track the status of your invoices, dispute charges, download your invoice data and create payment instructions online.

What payment options are available?

You can pay using NEFT/RTGS transfers, cheque or demand draft.

  • For NEFT or RTGS transfers use the below bank account details. It is mandatory to provide either your invoice number or waybill number in the comments box while doing the transaction.

    Bank account details:
    Name of bank Bank of America
    Branch Address A Wing, One BKC, G Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051
    Bank Account # 72595014(DUTY)
    Bank Account Number 72783015(FREIGHT)
    Account Type Current
    IFSC code BOFA0MM6205
    MICR code 400032002

  • Cheque: prepare the cheque in favor of “FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd”. It is mandatory to provide either your invoice number or waybill number behind the cheque.
  • Demand Draft: issue the demand draft in favor of “FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd”.

How can I get a quote before shipping?

You can log on to fedex.com/in using your registered** FedEx User ID and Password and access Get Rates & Transit Times to get the expected delivery date and time for your shipment. Enter all relevant details to get quotes.

** If you are not a registered user, click here to get a FedEx login now

In the Waybill where can I enter Goods and Service Tax ID (GST ID) or Permanent Account Number (PAN)?

You can enter the GST ID / PAN in the text box named ‘Reference 1’ in the Customs Documentation section (section #8 ) of the Waybill. Click here for more information related to Goods and Service Tax.

Customs Documentation

Where can I find FedEx GST ID?

Click here to download FedEx GST IDs.

How do I request a refund or adjustment to my invoice if I experience a late delivery?

To request a billing adjustment, please contact your credit and collection representative or sales representative. You can also write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services to place a request for invoice refund.

How can I request a copy of my original FedEx invoice?

To obtain a soft copy of your FedEx invoice, please log on to FedEx Billing Online® with your registered* FedEx User ID and Password. Go to All Open tab, select required invoice to view, print or save in pdf or xls format. You can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services. FedEx Customer Service representative will arrange for your invoice to be sent to you via email within one business day.

What should I do if I have a dispute concerning my invoice?

You can log on to FedEx Billing Online® with your registered** FedEx User ID and Password. Select the invoice number and click on Dispute. Most cases will typically be resolved within 5 working days of receiving your dispute information. You can also write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services to report your dispute.

** If you are not a registered user, click here to get a FedEx login now

How do I close my shipping account?

All accounts are closed by default in the FedEx system post 6 months of inactivity. If you choose to close your account with FedEx, please settle any outstanding invoices for the account and discontinue shipments using your FedEx account number, this account will then be closed automatically after 6 months.

How do I file a claim?

You can file a claim in 3 steps:

Step 1 - Complete and submit a claim form:

  • Online at fedex.com/in
  • Download the claim form, complete it and e-mail it to india@fedex.com
  • Contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services

Step 2 - Gather the required supporting documentation:

  • Photocopy of FedEx Waybill or FedEx Ship Manager® printout. All documentation related to the proof of value (copy of original invoice from vendor or supplier, copy of retail invoice or 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)
  • Serial number(s) of merchandise, if applicable
  • Inspection report, if applicable

Step 3 - E-mail the completed claim form with the supporting documentation to india@fedex.com

How long will the claims process take?

Most cases will be resolved within 10 working days of receipt of your complete claim submission. This is a general timeline and can vary case to case, additional time may be required for analysis in some cases.

Who can file a claim?

The sender, the recipient, or a third-party can file a claim. A letter of authorization is required from the sender if a recipient or third party wants to make a claim.

Can I get updates on the status of my claim?

Yes, when you email the claim form to customer service at india@fedex.com, you will receive an acknowledgement of the email and regular updates on the status of your claim.

Who can receive claim settlements?

The sender/shipper will receive the claim settlement unless otherwise instructed by the sender/shipper.

By when can I file for a claim if my shipment is damaged / lost?

File the claims as per the below given timelines. Refer to the Conditions of Carriage for more details.

Claim type Criteria
For damaged shipments File the claim within 21 calendar days from the date of delivery
For lost shipments File a claim within nine months for international shipments and 90 calendar days for domestic shipments from your ship date

What are my conditions of carriage with FedEx?

Refer to the section on Conditions of Carriage on fedex.com/in

How early can I claim my freight refund?

If you are an account holder, you can claim your freight refund within 21 calendar days from the invoice date. If you are an individual shipper, you can claim your freight refund within 21 days from the ship date. For more information on FedEx Money Back Guarantee, click here

How can I request a copy of my Waybill or other paperwork?

To obtain a soft copy of your paperwork, you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

  • CUSTOMS & PAPERWORK

Where can I get more information on the customs paperwork associated with my shipment?

If you are an account holder you can visit FedEx® Global Trade Manager on fedex.com/in with your registered** FedEx User ID and Password. If you are an individual shipper you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161.

** If you are not a registered user, click here to get a FedEx login now

Where can I get an estimated duties and taxes amount for my shipment?

If you are an account holder you can visit FedEx® Global Trade Manager on fedex.com/in with your registered** FedEx User ID and Password. If you are an individual shipper you can write to india@fedex.com and alternatively contact FedEx Customer Service by calling 1800226161.

** If you are not a registered user, click here to get a FedEx login now

I tracked my shipment, and it appears there is a customs / clearance delay. What should I do?

Customs and clearance delays occur for a variety of reasons. You can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161.

  • TRACKING

How do I check the status of a FedEx Express package with the tracking number?

You can track the status of your package on fedex.com/in by entering your tracking number and then reviewing the estimated delivery date.

I'm expecting a package. When will it arrive?

You can track the status of your package on fedex.com/in by entering your tracking number and then reviewing the Estimated Delivery Date. Our deliveries occur during normal business hours i.e. from 8am to 8pm and depend on the service selected and the location.

I wasn't home when FedEx tried to deliver my package. What can I do to ensure delivery?

In most cases, FedEx will attempt to deliver your package three times before returning it to the shipper. In case a courier is unable to leave your package, you will find a tag on your door, informing you of the waybill number and the next delivery attempt. You can also write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services to specify your available date/time for delivery or to hold the shipment at a FedEx station for self-pickup.

My package was supposed to be here, but it has not arrived. What can I do?

You can track the status of your package using your FedEx tracking number. The tracking number enables us to provide you with your package's most up-to-date tracking information. Delivery days and times vary by service type. If the tracking page indicates your shipment is on time, use the estimated delivery date as a guide for when your shipment will arrive.

If the tracking results do not answer your question, you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

I tracked my shipment and there wasn't any update on it. What should I do?

Packages in the FedEx system are scanned at various points between pickup and delivery. It is not unusual for a package to go for more than 24 hours without a scan while in transit. For further assistance, you can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

When I first tracked the package, it had an estimated delivery date and now there isn't one. What does this mean?

When a shipment encounters a delay or an exception in handling, we may not be able to accurately state when we expect the package to be delivered. Delivery commitment could change based on the type of delay and our efforts to mitigate the delay. You can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services for further updates.

  • OTHERS

How do I drop off my package to FedEx?

You can choose from the following options:

  • Drop your package at a FedEx drop-off location
  • If you are an account holder, arrange for a courier pickup online
  • If you are paying cash*, you can arrange for a pick up shipnow.van.fedex.com
  • You can write to us at india@fedex.com and mention your pick-up and package details
  • You can also schedule a regular pickup with Customer Service by calling 1800 22 6161 for international services and 1800 419 4343 for Domestic services
  • *applicable for one-time individual shippers sending documents and non-commercial shipments

How do I find a FedEx Drop-off location?

Click FedEx Locations to locate a FedEx drop-off near you.

Do package dimensions determine my rates?

Shipments in FedEx packaging are not subject to dimensional weight pricing. In case you are using your own packaging, then dimensional weight will impact your 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. Refer to the FedEx Conditions of Carriage on fedex.com/in for further details. View the ‘Invoice adjustments/ dimensional weight’ section for international shipments and the ‘Chargeable weight’ section for domestic shipments.

How do I calculate dimensional weight?

For International and Domestic Express Shipments dimensional weight is calculated as determined by multiplying a Package's length x height x width (all in centimeters) and dividing by 5,000 or such other number as specified by FedEx from time to time on fedex.com For Economy shipments determined by multiplying a Package's length x height x width (all in centimeters) and dividing by 2,700 or such other number as specified by FedEx from time to time on fedex.com

Refer to the FedEx Conditions of Carriage on fedex.com/in for further details. View the ‘Invoice adjustments/ dimensional weight’ section for international shipments and the ‘Chargeable weight’ section for domestic shipments.

FedEx reserves the right to assess transportation charges based on dimensional weight for all shipments.

Can I re-route a package in transit or make an address correction?

Yes. Only one re-route request per package is allowed. The shipment re-route must be authorized by the payer. You can write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services.

Will FedEx Money Back Guarantee apply to the shipment if I reroute it?

No, the FedEx Money-Back Guarantee does not apply to shipments that are re-routed.

Are there any extra charges for rerouting a package?

Additional restrictions and fees may apply 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. For more information, please write to india@fedex.com or contact FedEx Customer Service by calling 1800226161 for International services and 18004194343 for Domestic services for further updates

Can a third party other than the shipper / recipient collect the shipment?

Yes, a third party can collect the shipment. The person collecting the shipment must provide a valid photo identity/authorization letter from the shipper at the time of collection. Please ensure the shipper details match the identification details exactly to avoid any delays.

How can I learn about FedEx career opportunities?

Visit careers section for more information about how to apply for a position at FedEx Express