Free Guide to Filing FedEx Shipment Claims

Understanding FedEx Shipment Claims: What You Need to Know Before You Start

When a package arrives damaged, lost, or doesn't show up at all, filing a claim with FedEx is often your next step. But many people don't know where to begin or what information FedEx actually needs to process a claim. This guide walks you through the real process of filing a FedEx shipment claim — not as a quick fix, but as a practical path forward when things go wrong with your delivery.

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FedEx handles millions of shipments every year. According to FedEx's own performance data, the vast majority of packages arrive without incident. But statistics show that roughly 1-2% of shipments experience some kind of issue — whether that's visible damage upon receipt, a package that never arrived, or contents that don't match what was supposed to be inside. Understanding how FedEx evaluates these situations and what documentation they require makes the difference between a claim that moves forward and one that stalls.

The claims process isn't mysterious, but it does follow specific rules. FedEx doesn't decide claims based on emotion or how much you want the item back. They review documentation: tracking records, photos, shipping receipts, and evidence about the item's value. Your job is to provide that documentation clearly and accurately. This guide breaks down exactly what you need to gather, when to start gathering it, and how the evaluation process actually works.

One important note before moving forward: the type of FedEx service you used (FedEx Ground, FedEx Express, FedEx Home Delivery, etc.) can affect claim procedures and timelines. The value you declared on the package also matters. Understanding these details helps you know what to expect.

Practical Takeaway: Before filing anything, locate your original shipping receipt and tracking number. These two pieces of information are the foundation of your entire claim, and you'll need them for every step that follows.

Gathering Documentation: The Paper Trail That Proves Your Case

FedEx doesn't take claims at face value. They need evidence. The stronger your documentation, the more straightforward the claim review becomes. Think of this step as building a file — not for FedEx's sake, but for yours. Good documentation protects you and makes disputes easier to resolve if they happen later.

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Start by collecting what you have from the original transaction. Your shipping receipt should show the date of shipment, the service type, the sender's address, the recipient's address, and the declared value of the package. If you shipped something yourself, you likely received this in email. If someone shipped something to you, you may need to ask them for this information. Keep this document — it's your baseline record.

Next, pull up the tracking history. FedEx's tracking system records every scan and location of your package. Log into FedEx.com or use the FedEx mobile app, search your tracking number, and screenshot or print the entire tracking history. This shows the package's journey, where it last scanned, and what status it shows now. If a package shows "Delivered" but never arrived, that tracking record is crucial. If it shows "Out for Delivery" and then disappears, that's evidence of what went wrong.

If the package arrived damaged, document that damage immediately. Take clear photos or video of the package as it arrived — showing the exterior damage, torn areas, wet spots, or any other visible problems. Then open the package (carefully, if it's fragile) and photograph any damage to the contents. If something is broken, show the break. If contents are missing, photograph what's there and what's not. If there's water damage or staining, get that on camera. These photos are the visual proof that something went wrong. Store them in multiple places — email them to yourself, save them to cloud storage, or print them. Don't rely on your phone alone.

For lost packages, your documentation takes a different form. Tracking history becomes even more important. If a package shows "Out for Delivery" three days ago but never arrived, and tracking shows no updates since then, that's documentation of the problem. You should also document your attempts to locate it — show times and dates you contacted FedEx, what they told you, and how you tried to resolve it before filing a claim.

If the package contents are damaged, you may have a receipt or warranty document from the item itself. For high-value items, having the original receipt showing what you paid is helpful. For packages you received (rather than sent), ask the sender for their original receipt or invoice showing the item's purchase price. FedEx claims are typically limited to the declared value on the shipping label, but they may also consider the item's actual replacement cost.

Practical Takeaway: Create a claim folder — digital or physical — containing your shipping receipt, full tracking history, photos of damage or empty packaging, and any communications with FedEx or the shipper. This folder is your evidence file. Don't wait to organize it after problems happen; gather everything while the claim is fresh.

Different Types of Claims: Damage, Loss, and What Each One Requires

Not all claims are the same. FedEx evaluates damaged packages, lost packages, and packages with missing contents differently. Understanding which category your situation falls into helps you know what documentation matters most and what FedEx will look for when reviewing your case.

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Damage Claims are for packages that arrived but showed signs of damage to the exterior or contents. This is the most common type of claim. FedEx's liability for damage is typically limited to $100 for most standard shipments, though this can be higher if additional insurance was purchased at the time of shipping. When you file a damage claim, FedEx will review your photos of the damaged packaging and contents. They may also ask you to preserve the damaged packaging and contents for their inspection — sometimes they send a damage inspector to view the items in person. They evaluate whether the damage appears to have happened during transit or whether it was a packaging issue. For this reason, photos of the original packaging matter. If the outer box was destroyed but the inner packaging was perfect, that tells a different story than if both were damaged together.

Loss Claims involve packages that never arrived or disappeared during transit. Tracking shows the package was on its way, but it never reached the destination. FedEx uses their tracking database to investigate these claims. They check with sorting facilities, delivery stations, and drivers to see if the package can be located. This process can take time — sometimes two to four weeks. During this period, the package may be found. If it isn't, then the claim becomes valid for compensation. The liability limit for loss is also typically $100 for standard shipments unless additional insurance was purchased.

Missing Contents Claims happen when a package arrives but some items inside are missing or the package is much lighter than expected. These can be trickier to prove because FedEx needs to know what was supposed to be in the package. You'll need documentation showing what the sender packed — an invoice, receipt, packing list, or email confirmation. You'll also need to show that the package arrived sealed and intact but was missing contents when opened. This suggests the package was tampered with or improperly packed at the origin.

Overage or Wrong Item Claims sometimes occur when a package arrives containing something different from what was ordered or labeled. Documentation of what was supposed to be in the package (the shipping label, receipt, or sender's confirmation) is essential for these claims.

Each type of claim has different timeframes for filing. Damage claims should typically be filed within 15 days of delivery, though you may have longer depending on your situation. Loss claims should be filed after a reasonable waiting period — usually within 15 days of the expected delivery date. Having the right documentation for your specific situation makes the difference between a claim that moves forward and one that gets stuck.

Practical Takeaway: Before filing, clearly identify which type of claim you're making: damage, loss, or missing contents. Each requires different documentation. Damage claims need photos. Loss claims need tracking records. Missing contents claims need proof of what was supposed to arrive. Filing the wrong claim type or providing incomplete documentation for your situation causes delays.

The Filing Process: Step-by-Step Instructions for Submitting Your Claim

Filing a FedEx claim can be done through multiple channels, and the method you choose depends on your situation and what you're most comfortable with. FedEx offers online filing through their website, phone support, or in-person at FedEx locations. Understanding each option helps you choose the path that works for your circumstances

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