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Online Claims Quick Help
Online Claims Quick Help

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Contact FedEx

Refer to FedEx Customer Support for ways to contact FedEx via email, mail, or phone.
 

Information Resources


  1. Features
    Find out what FedEx® Claims Online can do and learn about its features.
  2. Overview
    Find out how our claim process works.
  3. Instructions
    Claim filing instructions for FedEx Express, FedEx Ground, and FedEx Freight claims.
  4. Proper Packaging Guidelines
    Help ensure that your packages arrive on time and in good condition with proper packaging, taping and labeling.
 

Frequently Asked Questions


  1. Where can I find specific information about the claim resolution process?
  2. For what services can I submit a claim?
  3. How do I file an international claim?
  4. How long will it take to resolve my claim?
  5. Can I get updates on the status of my claim?
  6. To what address do I mail or fax my claim?
  7. Who can file a claim?
  8. When should I file my claim for FedEx Express® U.S. packages?
  9. When should I file my claim for FedEx Express international packages?
  10. When should I file my claim for FedEx Ground?
  11. What should I do with the shipment packaging?
  12. Who can receive claim settlements?

FedEx Ground® C.O.D. Claims

  1. Who can file a FedEx Ground C.O.D. claim?
  2. What if I have a FedEx Ground international C.O.D. claim?
  3. How do I file a FedEx Ground C.O.D. claim?
  4. When should I file my C.O.D. claim for FedEx Ground?
  5. How long will the FedEx Ground C.O.D. claim resolution process take?
  6. Where can I find specific information about the FedEx Ground C.O.D. claim resolution process?
  7. Who can receive FedEx Ground C.O.D. claim settlements?


1. Features


  • File Claims
    Begin your claim process by completing the online claim form, either as a guest or after you log in to fedex.com. When you file online, you can request to receive periodic email updates on the status of your claim. If you choose to log in, we'll use information from your shipping record to pre-populate portions of your claim form. You can also attach and submit your supporting documents* (if required) online, together with your claim.

  • View My Claims
    View and obtain updates on the status of your claim online throughout the claim process. You can also cancel or view the details for the claim form that you submitted online.

  • Reports
    View and download your claim reports in various formats. You can access reports on your claim up to 12 months after your claim has been filed. You can also view the details for the claim form that you submitted online.

  • Attach Additional Documents
    For your convenience, you can attach additional supporting documents* without logging in to FedEx Claims Online. This option is useful if you are not ready to submit your supporting documents at the point of filing your claim.

  • Claim Payment Types
    You can request to receive claim payments by Electronic Funds Transfer (EFT) or by check.

  • Claim Preferences
    Manage or invite new users to access your account for claim filing, status, and reports. You can also specify a new administrator for your account (if required). Set up account preferences for notifications, for proactive emails, for claim payments, and to perform administrative functions.


2. Overview


Damage Claims

 
Step 1: File a claim online
Customer submits online claim form.
 
Step 2: Supporting documents* (if required)
Customer submits supporting documents online, or mails or faxes them to FedEx Cargo Claims Dept.
 
Step 3: Schedule an inspection
FedEx will notify you if an inspection is necessary for your claim.
 
Step 4: Claim under review
FedEx claims agent will review and process your claim.
 
Step 5: Claim resolution
FedEx will inform you of the claim resolution.
 

Loss Claims

Step 1: File a claim online
Customer submits online claim form.
 
Step 2: Supporting documents* (if required)
Customer submits supporting documents online, or mails or faxes them to FedEx Cargo Claims Dept.
 
Step 3: Trace for lost package
FedEx performs a trace on your lost package and notifies you of the outcome.
 
Step 4: Claim under review
FedEx claims agent will review and process your claim.
 
Step 5: Claim resolution
FedEx will inform you of the claim resolution.
 
Please note:
Most claims will be resolved in 5 to 7 business days after we receive your request, but exceptions are possible if additional time for research is needed.
*Proof-of-value documentation not required for claim values of less than $100 USD.


3. Instructions


Claim Filing Instructions for Damage and Loss Claims

In order to file your claim, you need to know your tracking number, or you can search your recent shipments.
 
Step 1:
  • Enter tracking number
  • Specify your claim type: damaged, lost, or missing contents shipments
Step 2:
  • Complete the online claim form
  • Please provide photos (if appropriate) and documents that verify the amount of your claim. If they are not available now, you can add them at a later time.
    • Proof-of-value documentation*: copy of original invoice from vendor/supplier, copy of retail invoice/receipt, final confirmation screen (if it’s an online order) with proof of payment, itemized repair invoice or statement of non-repair, appraisal(s), expense statement, or any other applicable documentation.
  • Verify information entered and submit the claim form. Print a copy of your case number page for your records.
Step 3:
If you did not submit your supporting documents online, you can mail or fax the printed confirmation page (from Step 2) with your supporting documentation to:
 
FedEx Cargo Claims Dept.
P.O. Box 256
Pittsburgh, PA 15230
Fax 1.877.229.4766 (toll-free)
If you fax your claim, you will receive a confirmation by return fax.
 
Step 4:
Call FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339 to schedule an inspection, if instructed to do so.
 
*Proof-of-value documentation not required for claim values of less than $100 USD.


4. Proper Packaging Guidelines


You can help your packages arrive on time and in good condition with proper packaging, taping, and labeling. Go to our packing resource page or check out our packing tips to help you pack like a pro.

For greater peace of mind, take your shipment to FedEx Office and let our experts do the packing for you. Learn more about the FedEx Office® Packing Pledge.
 

Frequently Asked Questions




Where can I find specific information about the claim resolution process?

For more detailed information, including time limits for specific claim types, refer to the claims section of the FedEx Service Guide Terms and Conditions.


For what services can I submit a claim?

You can use FedEx® Claims Online to submit claims for FedEx Express, FedEx Ground, and FedEx Freight for the following:
  • U.S. domestic shipments
  • U.S. shipments to other countries
  • Canada shipments to the U.S.
Claims for all other shipments need to be initiated by phone. Call FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339.
 

How do I file an international claim?

To initiate an international claim, call FedEx International Customer Service at 1.800.GoFedEx 1.800.463.3339 for assistance with international rules and regulations. International claims must be filed by mail or fax.


How long will it take to resolve my claim?

Most claims are resolved five to seven business days after submission. It may take longer if additional research is needed.


Can I get updates on the status of my claim?

If you use our online filing option, you can choose to receive periodic email updates on the status of your claim.


To what address do I mail or fax my claim?

Mail or fax your supporting documentation and completed claim form to:

FedEx Cargo Claims Dept.
P.O. Box 256
Pittsburgh, PA 15230
Fax 1.877.229.4766 (toll-free)

If you fax your claim, you will receive a confirmation by return fax.


Who can file a claim?

The sender, the recipient, or a third party can file the claim.


When should I file my claim for FedEx Express U.S. packages?

Damaged or missing contents claims must be filed within 60 calendar days of the shipment date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date. Failure to properly collect or deliver C.O.D. payment must be filed within 21 calendar days of the shipment date.


When should I file my claim for FedEx Express international packages?

Damaged or missing contents claims must be filed within 21 calendar days of the shipment date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date.


When should I file my claim for FedEx Ground?

Packages that are damaged or have missing contents must be reported within 60 calendar days from the delivery date. Call 1.800.GoFedEx 1.800.463.3339 and request a FedEx Ground® Call Tag. Claims can be filed up to nine months from the delivery date. Please see below for information about filing a FedEx Ground® C.O.D. claim.


What should I do with the shipment packaging?

Keep 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.


Who can receive claim settlements?

The sender will receive the claim settlement unless special arrangements are made.


Who can file a FedEx Ground C.O.D. claim?

Only the sender can file a C.O.D. claim.


What if I have a FedEx Ground international C.O.D. claim?

Call FedEx International Customer Service at 1.800.GoFedEx 1.800.463.3339 for assistance with international rules and regulations. International claims must be filed by mail or fax.


How do I file a FedEx Ground C.O.D. claim?

Follow the three easy steps listed below to file your claim.
Step 1: Print and complete the FedEx Ground C.O.D. Claim Form. Click here to download the form.
 
Step 2: Gather the following documentation:
Photocopy of FedEx Ship Manager® printout and/or FedEx Ground Pickup Record. All documentation* related to the proof of value: copy of original invoice from vendor/supplier, copy of retail invoice/receipt, final confirmation screen (if it’s an online order) with proof of payment.
 
Step 3: Mail or fax your supporting documentation and completed claim form to: FedEx Ground C.O.D. Claims Dept.
 
P.O. Box 108
Pittsburgh, PA 15230
Fax 1.412.747.4294
 
*Proof-of-value documentation not required for claim values of less than $100 USD.


When should I file my C.O.D. claim for FedEx Ground?

C.O.D. claims can be filed up to nine months from the delivery date.


How long will the FedEx Ground C.O.D. claim resolution process take?

Most cases will be resolved seven to ten business days after we receive your C.O.D. claim form and additional C.O.D. claim documentation, unless additional time for research is needed.


Where can I find specific information about the FedEx Ground C.O.D. claim resolution process?

For more detailed information, including time limits for specific claim types, refer to the FedEx Ground Tariff claims section of the FedEx Service Guide.


Who can receive FedEx Ground C.O.D. claim settlements?

The sender will receive the claim settlement.

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