Money-Back Guarantee Policy and Delivery Commitments

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Canada Money-Back Guarantee Policy

If your FedEx Express package is delivered even 60 seconds later than we promise, you get your money back.† If your FedEx Express delivery is delayed, you can request a refund or credit for service failure under our Money-Back Guarantee policy. 

Update effective February 12, 2026

The money-back guarantee has been reinstated for select Canada import and export shipments for Canadian payors only. Shipments with a ship date of February 12, 2026 or later using the following FedEx services may be eligible for the money-back guarantee:

  • FedEx International First®
  • FedEx International Priority® Express
  • FedEx International Priority®
  • FedEx® International Priority Freight
  • FedEx International Priority DirectDistribution®
  • FedEx International Priority DirectDistribution® Freight

Current Policy

Effective February 12, 2026   the money-back guarantee currently applies to the following FedEx Express services for Canadian payors only:

Intra-Canada Services

  • FedEx First Overnight®
  • FedEx Priority Overnight®
  • FedEx Standard Overnight™

International Services (Canada-import/Canada-export)

  • FedEx International First®
  • FedEx International Priority® Express
  • FedEx International Priority®
  • FedEx® International Priority Freight
  • FedEx International Priority DirectDistribution®
  • FedEx International Priority DirectDistribution® Freight
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In order to balance our focus on service and safety, the FedEx money-back guarantee for all other FedEx Express® and FedEx Ground® services will remain suspended until further notice. The status of the money-back guarantee for these FedEx services and additional FedEx services worldwide is being evaluated on an ongoing basis, and our focus remains on continuing to provide the best possible service to our customers.

Consistent with the provisions of the FedEx Service Guide, shipments delayed due to regulatory changes are not eligible for a refund or credit under the money-back guarantee policy.

To get the latest status for your shipments, please visit the Tracking page. To learn more about the latest shipping regulations and requirements for imports and exports, visit the Regulatory News & Information section.

Delivery Commitment Time Changes

Effective November 2, 2026  

Due to the permanent Daylight Savings Time observed in Alberta, British Columbia and Manitoba Canada, international shipments with scheduled delivery commitment times between 10 a.m. and 12 p.m. will have the published delivery commitment time extended annually by one to two hours, between the first Sunday in November and the second Sunday in March the following year. To obtain a courtesy transit time quote for your shipments, please visit the Shipping Rates and Delivery Times page.

The upcoming delivery commitment time extension will apply from Monday November 2, 2026, to Friday March 12, 2027.

Submit a Money-Back Guarantee Request

For invoiced shipments, requests for a credit or refund due to service failure must be submitted within 15 calendar days of the original invoice date. For shipments paid by cash, cheque, money order, or credit card, requests must be submitted within 15 calendar days of the shipment date.

 

Choose one of the options from the drop-down menu to submit your request:

Additional Information

Past Delivery Commitment Time Changes

Past Policy Changes


  † Some restrictions apply. See Terms and Conditions section of the FedEx Service Guide for details.
** Subject to the successful receipt of your form. You may experience a delay in response times during peak periods.