Frequently Asked Questions (FAQs)
Who can file a claim?
The sender, the recipient or a third party can file the claim.
When should I file my claim?
Claims for visible or concealed damage must be reported immediately upon notice and, at the latest, within 14 calendar days from the receipt date. Claims for nondelivery, misdelivery must be reported within 21 calendar days from the estimated delivery date.
All claims will be resolved based on the merits of the claims investigation.
How long will the claim resolution process take?
Most cases will normally be resolved in 5 to 7 business days after we receive your claim form and supporting claim documentation, unless additional time for research is needed.
What should I do with the merchandise and shipment packaging?
Keep the merchandise and all original packaging, including cartons and contents, until the claim resolution process is finished. It may be necessary to make the packaging available to FedEx for inspection.
Where can I find specific information about the claim resolution process?
For more detailed information, including time limits for specific claim types, go to fedex.com/br or refer to the current FedEx Service Guide.