FedEx Lost & Stolen Package Factsheet

It happens to everyone: having package was lost, stolen, or damaged in transit. It’s frustrating because so often it’s out of your control. However, retailers and carriers do have ways to help ensure that your package arrives safely or will reimburse you for the damages. Each company has its own approach and FedEx is no different. FedEx also provides a good deal of discretion to their drivers. If the driver feels like it’s safe to leave the package they can do so, unless the shipper requires a signature. If your package is simply late, you can also file a claim for reimbursement for some of the shipping costs. So if you paid for Overnight but the package arrived in 3-4 business days, you can request to be reimbursed the difference between overnight shipping and 3 day shipping. Unlike UPS, which requires the shipper to file the claim, FedEx will allow either the shipper or the recipient to file. Additionally, FedEx, having merged with Kinko’s, is an office store as well as a carrier, and so they offer printing and packing services. One such service is the FedEx Office Packing Pledge. With this pledge, FedEx guarantees up to $100 the value of the package (terms and conditions do apply…see below). While filing a claim for a lost or stolen package is always time consuming and frustrating, and this is added on top of the frustration of having a package stolen, we’ve put together this fact sheet to help you through FedEx’s process of filing a claim.

FedEx Office Package Pledge

Sometimes packages get damaged or lost because they are mislabeled or poorly packed (sometimes wadded up newspaper isn’t enough). FedEx helps you avoid this by offering their pack-and-ship service. For a fee, in FedEx Office stores, they will package your items and apply shipping labels. If you pay for this service, they will insure the package up to $100. You can also pay extra for fragile or valuable items. To take advantage of this service:

  1. Bring the items to a FedEx Office packing counter.
  2. Have a FedEx team member pack the items for you and apply a shipping label. To qualify for Package Pledge, you must do this.
  3. Ship via FedEx Express, FedEx Ground, or FedEx Home Delivery.
  4. If the package is lost or damaged, file a claim online, by phone at 1-800-GoFedEx and say “Claims”, or by mail or fax to:
    • FedEx Cargo Claims Department
      P.O. Box 256
      Pittsburgh, PA 15230
      Fax: 1.877.229.4766
  5. The claim must be filed within 60 calendar days of the delivery date for damaged packages.
  6. In your claim, be prepared to include documentation of shipping and evidence of damage.

FedEx Claims

Filing a claim with FedEx can be done most easily online. During the claims process, FedEx makes it convenient to track the status of your claim, and you can do so up to 12 months after the claim is filed, even if it has been resolved. There are some terms and conditions, as with any carrier, to when you can file claims, but the process is the same.

  1. Determine when you need to file the claim.
    • For C.O.D. claims, you must file within 21 calendar days of the delivery date.
    • For damage claims, you must file within 60 calendar days of the delivery date.
    • All other claims must be filed within 9 months after the package was given to FedEx.
  2. If you are claiming less than $100, you can file the claim on the phone. If it’s more, then you’re going to need to submit the claim in writing.
  3. Once you’ve determined when and how to file, you’ll need to get your documentation in order. You will need the tracking number, at least. You will also need documentation proving damage if you’re filing a claim for that.
  4. The easiest way to file is online. Once you’ve got your papers in order, go to File and Manage claims to begin.
  5. In addition to completing the application form, if your package was worth more than $100, you will need to provide additional documentation when you file. Additional documentation includes:
    • Shipping records for the package.
    • Copies of photos and invoices for enclosed items, showing damage if that applies.
    • Documentation needs to be mailed or faxed to:
      • FedEx Cargo Claims Dept.
        P.O. Box 256
        Pittsburgh, PA 15230
        Fax 1.877.229.4766
  6. If FedEx thinks an inspection is required, they will reach out to you to schedule that. You may be asked to call them to set up an appointment. For the inspection, you might need to show the inspectors original packaging and contents, so keep that around until the claim is processed.
  7. FedEx is pretty speedy when it comes to processing claims. Unless further inspection is required, most claims are settled within 5-7 business days. At least it won’t take long!

Late Shipments

FedEx prides itself on being fast. They provide billing adjustment for shipments that were delivered late. This process is different if you’re using FedEx Freight or FedEx Express/Ground.

  1. For FedEx Freight, complete the Request for Billing Adjustment providing all required information and documentation.
  2. For FedEx Ground or FedEx Express, complete the Request for Billing Adjustment providing the information they’re looking for.
  3. In both cases FedEx will work with you to ensure that if your shipment arrived later than the service promised, you could file for adjustment.

Summary

FedEx allows either the shipper or the receiver to file the claim for a lost package. They say it should be whoever has the interest in the items shipped. While it is always a good idea to keep open lines of communication between the shipper and the recipient, FedEx is there to help you with claims. FedEx generally covers the first $100 of value of a package unless you purchase additional insurance or can prove that they damaged an item worth more than that. With all claims, you’ll want to be sure to have good documentation to make the process go smoothly. FedEx coverage extends to lost and damaged packages, but there may not be anything that they can do if the package was successfully delivered and then stolen. With stolen packages, you’ll probably need to consider other options like your homeowner or renter’s insurance, or additional third-party insurance. Of course, we think the best solution to combat porch pirates is to prevent them from attempting to steal your packages. We think The Package Guard is a great solution for that.