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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 11, 2025

The money-back guarantee has been reinstated for shipments to the U.S. with a ship date of February 11, 2025, or later. Prior to that, it was suspended for Canada-export shipments to the U.S. with a ship date between January 29, 2025, and February 10, 2025 for the following FedEx services:

  • 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 11, 2025 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.

Holiday Delivery Commitment Times

Effective June 25, 2025

For the shipping services noted below, packages for delivery within the province of Quebec, Canada on Wednesday, June 25, 2025, and Thursday June 26, 2025 with a scheduled commitment time between 10:30 a.m. and 3 p.m. will have the published delivery commitment time extended by 90 minutes as we prepare for higher-than-normal delivery volumes.

Intra-Canada Service

  • FedEx Priority Overnight®

International Services (Canada-Import)

  • FedEx International Priority® Express
  • FedEx International Priority DirectDistribution®

Effective July 2, 2025

For the shipping services noted below, packages for delivery within, Canada on Wednesday, July 2, 2025, and Thursday July 3, 2025 with a scheduled commitment time between 10:30 a.m. and 3 p.m. will have the published delivery commitment time extended by 90 minutes as we prepare for higher-than-normal delivery volumes.

Intra-Canada Service

  • FedEx Priority Overnight®

International Services (Canada-Import)

  • FedEx International Priority® Express
  • FedEx International Priority DirectDistribution®

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 Holiday Delivery Commitment Times

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.