If you purchase our pack-and-ship services and have your item shipped via FedEx Express, FedEx Ground or FedEx Home Delivery, and that item is lost or damaged at the FedEx Office location or in transit, timely file a claim 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 US$100 as per the FedEx Service Guide. The declared value for fragile items and items of extraordinary value is limited to $1000.00. 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 by FedEx Express, FedEx Ground or FedEx Home Delivery at the store in which they were packed and at time of packing
- Packages packed in new FedEx packaging
The FedEx Office Packing Pledge does not apply to:
- Packages packed by the shipper
- Packages shipped via any service other than FedEx Express, FedEx Ground, or FedEx Home Delivery
- 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 via FedEx services.
What do I do if my shipment is lost or damaged in transit?
You will need to complete and submit a claim via one of the 3 methods below:
1. Submit claims online at fedex.com/us/claimsonline.
2. Send written claims, including the completed claim form and supporting documentation, via the U.S. Postal Service or fax to:
FedEx Cargo Claims Department
P.O. Box 256
Pittsburgh, PA 15230
Fax: 1.877.229.4766
If you fax your completed claim form and supporting documentation, FedEx will send you a confirmation letter by return fax.
3. Call customer service at 1.800.GoFedEx 1.800.463.3339 (say “claims”) to obtain a case number for your claim, and then complete a print copy of the claim form. You may have to submit supporting documentation using FedEx Claims Online or the mailing address or fax number listed above.
- 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 via FedEx services. You may declare a value for your item and pay the applicable charge, otherwise our liability for each package is limited to US $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 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 complete and submit a claim via one of the 3 methods below:
1. Submit claims online at fedex.com/us/claimsonline.
2. Send written claims, including the completed claim form and supporting documentation, via the U.S. Postal Service or fax to:
FedEx Cargo Claims Department
P.O. Box 256 Pittsburgh, PA 15230
Fax: 1.877.229.4766
If you fax your completed claim form and supporting documentation, FedEx will send you a confirmation letter by return fax.
3. Call customer service at 1.800.GoFedEx 1.800.463.3339 (say “claims”) to obtain a case number for your claim, and then complete a print copy of the claim form. You may have to submit supporting documentation using FedEx Claims Online or the mailing address or fax number listed above.
Please keep your FedEx Office receipt for proof of purchase of FedEx Office packing services.
- Are the charges for Declared Value reimbursed?
Yes. The fee you pay for Declared Value will be reimbursed as part of your refund for transportations charges.
- Are FedEx Express and FedEx Ground shipments backed 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 the Money-Back Guarantee section of the Terms and Conditions.
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