FedEx Lost or Damaged Package Claim Guide

Coverage Overview

What does FedEx actually cover?

FedEx uses the term "declared value" rather than insurance. Declared value is a limit on FedEx's liability if they lose or damage your package. The default is $100 for most packages at no extra charge. You can declare a higher value — up to $1,000 on most services — for an additional fee. FedEx does not guarantee reimbursement above $100 without a higher declared value on file.

Service	Default Coverage	Maximum	Claimable?
FedEx Ground	$100 declared value (no fee)	$1,000 with declaration fee	Yes
FedEx Express (Overnight, 2Day)	$100 declared value (no fee)	$1,000 with declaration fee	Yes
FedEx Home Delivery	$100 declared value (no fee)	$1,000 with declaration fee	Yes
FedEx SmartPost	$100 declared value (FedEx leg)	$100 — USPS handles last mile	Limited
Items over $1,000	Requires separate cargo insurance	No FedEx coverage above $1,000	FedEx claim capped at $1,000
Excluded items (cash, jewelry, art)	No coverage	N/A	Not covered

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Declared value is not the same as shipping insurance. FedEx's declared value is a cap on their contractual liability — not a third-party insurance policy. If FedEx determines damage resulted from inadequate packaging, they can deny the claim even if you declared a higher value.

Eligibility

Are you eligible to file a FedEx claim?

Before investing time in the claims process, confirm you meet FedEx's basic requirements. Missing any one of these can result in automatic denial.

Requirement	Details
60-day filing deadline	Must be filed within 60 days of the original ship date — not the delivery date, not the date you discovered the problem
Who can file	The shipper (account holder) typically files. Recipients may file domestic shipments when the shipper provides written authorization
Tracking number	Required for every claim. Claims cannot be processed without the original FedEx tracking number
Packaging retained (damage claims)	Original box, all packing materials, and the damaged item must be kept until the claim is fully resolved — FedEx may request a physical inspection
Trace completed (lost package claims)	FedEx requires a trace request before accepting a lost package claim. File the claim if the package is not found within 10 business days
Proof of value	Original purchase receipt, invoice, or order confirmation showing the item's actual purchase price — verbal estimates and replacement quotes are not accepted

Filing Instructions — Lost Package

How to file a FedEx claim for a lost package

FedEx has a specific sequence for lost packages. Skipping the trace step and going straight to a formal claim will delay your case and may result in a request to start over.

1

Verify the package is genuinely missing

Check the tracking page at fedex.com/tracking for the most recent scan. "In transit" with no activity for 7 or more days, or a complete absence of scans after the last known facility, typically indicates a lost package. "Delivery attempted" or "Pending" statuses require different action.
2

Open a trace request with FedEx

Call FedEx Customer Service at 1-800-463-3339 or use the online claims portal to open a trace. FedEx will search their facility network and scan history for the missing package. Allow up to 10 business days for the trace to conclude.
3

File a formal claim if not found within 10 business days

Go to fedex.com/en-us/customer-support/claims.html and click "Start a Claim." Select "Lost Package" as the claim type. Enter your tracking number, ship date, shipper and recipient details, and a complete description of the package contents.
4

Upload proof of value documentation

Attach an original purchase receipt, invoice, or order confirmation for every item in the package. For packages with multiple items, provide itemized documentation. FedEx pays the lower of the actual value or the declared value — submitting strong proof of value protects you from receiving less than you are owed.
5

Record your claim number and follow up

After submission, FedEx will send a confirmation email with your claim number. Keep this number for all follow-up. Initial review typically takes 5–7 business days. If FedEx requests additional documentation, respond promptly — delays in your response can lead to claim closure.

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The 60-day deadline does not pause for the trace period. Even though FedEx requires a 10-business-day trace before accepting a lost package claim, the 60-day filing window keeps running. Start the trace as early as possible so you have time remaining to file the formal claim.

Filing Instructions — Damaged Package

How to file a FedEx claim for a damaged package

Damage claims follow a different path. The single most important rule: never throw away the original packaging. FedEx can request a physical inspection at any point, and discarding the box or packing materials gives them grounds to deny the claim outright.

1

Photograph everything before moving the contents

Before unpacking, photograph the exterior of the box from all four sides and the top and bottom. Document every dent, crush point, puncture, or water stain. Then photograph the interior: packing materials as they were, and the damaged item itself with all damage visible. Include the shipping label. Time-stamped photos provide the strongest documentation.
2

Preserve ALL original packaging

Keep the original box, all packing materials (bubble wrap, foam, packing peanuts, kraft paper, air pillows), and the damaged item stored together. FedEx inspectors evaluate the packaging to determine whether the damage was caused by mishandling or by inadequate packing. If the packaging is gone, expect a denial.
3

File the damage claim at the FedEx portal

Visit fedex.com/en-us/customer-support/claims.html. Select "Damage" as the claim type. Enter the tracking number, ship date, and detailed description of the damaged contents. Upload your photos and proof of value documents in the same submission.
4

Make the package available for inspection if requested

FedEx may contact you to schedule a physical inspection at a FedEx facility or at your address. This is routine for damage claims. Bring — or make available — the original packaging, all packing materials, and the damaged item. Inspections typically take 15 to 30 minutes. Refusing or missing an inspection will result in denial.
5

Await determination and respond to any requests

FedEx reviews inspection results and your documentation to issue a final determination. If they ask for additional information, respond within any deadline stated in their communication. The full review for damage claims typically runs 5–15 business days depending on complexity.

Timeline

How long does a FedEx claim take?

From discovering the problem to receiving payment, here is what to expect at each stage of a FedEx claim.

Day 1–2

Discover the package is lost or damaged. For damage: photograph everything and preserve all packaging. For lost packages: open a trace request with FedEx.

Days 1–10

FedEx trace period for lost packages — up to 10 business days while FedEx searches their facility network and scan history.

Within 60 days

Hard deadline: submit your formal claim at the FedEx claims portal. Both lost package and damage claims must be filed before 60 days from the ship date.

5–7 business days

FedEx initial review of your claim documentation. They may approve, deny, request more information, or schedule a physical inspection of the damaged package.

Inspection (if needed)

Physical inspection scheduled within 1–5 business days of the request. You or the shipper must make the original packaging and damaged item available. Inspection results feed back to the claims team.

7–14 business days

Final determination issued. Approved claims paid by check or FedEx account credit. Denied claims include a stated reason and information about the appeal process.

Appeal (if denied)

Escalate a denied claim by contacting FedEx Customer Relations. Acting within 30 days of the denial is strongly recommended, though FedEx does not publish a fixed appeal deadline.

Common Mistakes

Mistakes that get FedEx claims denied

These are the most frequent reasons FedEx denies otherwise valid claims. Review each one before you file.

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Throwing away the packaging for a damage claim. This is the number one reason damage claims fail. FedEx inspectors evaluate the original box and packing materials to determine whether damage was caused by carrier mishandling or insufficient packing. Discarding the packaging gives FedEx immediate grounds to deny.

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Filing after the 60-day deadline. The clock starts on the ship date — not delivery, not discovery. FedEx enforces this deadline strictly and will deny any claim filed late regardless of the circumstances. If you are close to the deadline, file now and supply documentation afterward.

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Skipping the trace step for a lost package. FedEx requires you to open a trace and wait up to 10 business days before they will accept a formal lost package claim. Filing a claim before the trace is complete will send your case back to the beginning.

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Claiming more than the declared value. If the shipper declared $100 at the time of shipping and the item was worth $600, FedEx will only pay up to $100. Before assuming you can claim the full item value, confirm the declared value shown on your shipment receipt.

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No original proof of value. FedEx requires a purchase receipt, invoice, or order confirmation showing the item's actual purchase price. Screenshots of current online listings, personal appraisals, or verbal estimates will not be accepted.

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Assuming FedEx SmartPost claims work the same as FedEx Ground. SmartPost uses USPS for the final delivery leg. If the package was lost or damaged after it transferred to USPS, the claim may need to go through USPS rather than FedEx — or both.

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Shipping excluded items without separate cargo insurance. Cash, currency, collectibles, artwork, jewelry above certain values, and perishables are excluded from FedEx declared value coverage entirely. For these items, third-party shipping insurance is required before the shipment is made.

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Tip: File as soon as you know there is a problem. Even if you are still gathering documentation, filing your claim early preserves your right to a payout and stops the 60-day clock from becoming a risk. You can add supporting documents after the claim is submitted.

FAQ

Common questions about FedEx claims

Can the recipient file a FedEx claim, or does it have to be the shipper?

FedEx generally requires the shipper — the account holder who created and paid for the shipment — to file the claim. As the recipient, you can report the problem to FedEx, but the formal claim typically must come from the sender. If you purchased something online and the seller used FedEx, contact the seller and ask them to file on your behalf. Most sellers do this quickly because it protects their business relationship with the carrier.

My FedEx tracking shows "delivered" but I never received the package. What do I do?

First, check all areas of your property — FedEx drivers sometimes leave packages in unexpected spots such as a rear entrance, garage, or nearby neighbor's porch. Check with building management if you live in an apartment. Then call FedEx at 1-800-463-3339 and request that they contact the delivering driver for a GPS proof of delivery location. If FedEx GPS confirms delivery to your address but the package is genuinely not there, this is likely a theft situation — your claim options shift to the sender filing a FedEx claim, or pursuing a homeowner's or renter's insurance claim.

What if FedEx says my claim is denied due to "inadequate packaging"?

Inadequate packaging is one of the most common denial reasons. FedEx requires packages to be packed to survive normal shipping handling. To challenge this denial, you need to demonstrate that your packaging met FedEx's published guidelines for the item type and weight — or that the damage pattern is inconsistent with a packaging failure. If you have photos showing the packaging was intact when shipped, or documentation of the packing materials used, include these in your appeal. Appeals go to FedEx Customer Relations.

Can I get a refund if my FedEx Express package was delivered late?

Yes. FedEx Express services (overnight, 2-day, etc.) include a money-back guarantee for on-time delivery. If your Express shipment arrived late, the shipper can request a refund of the shipping charges. This request must be filed within 15 days of the ship date and is a separate process from a lost or damage claim. Note that FedEx has suspended the money-back guarantee during high-volume periods in the past — check fedex.com for current availability. FedEx Ground does not carry a delivery-time guarantee.

What happens if FedEx denies my claim?

You can appeal by contacting FedEx Customer Relations and providing additional documentation that addresses the stated denial reason. If the appeal fails, further options include: filing a complaint with the Better Business Bureau (FedEx tends to be responsive to BBB complaints), disputing the purchase with your credit card issuer if you paid by credit card for the original purchase, or pursuing a small claims court action against FedEx for the amount of your loss (most states have small claims limits between $5,000 and $10,000).

Does FedEx pay the full replacement cost or depreciated value?

FedEx pays the lesser of: (1) the actual repair cost, (2) the actual cash value of the item at the time of loss or damage (which may be depreciated), or (3) the declared value — whichever is lowest. They do not pay the current retail replacement price of a new item. A $300 item that is two years old may have an actual cash value of $160 — FedEx may only pay $160 even if a replacement costs $350 today.

I'm a regular seller. Should I always purchase additional declared value?

For any item worth more than $100, yes — declaring additional value is worth the cost. FedEx's standard fee is approximately $0.90 per $100 of declared value above the base $100. For a $500 item, the additional protection costs about $3.60. For items worth more than $1,000, FedEx's declared value cap means you will need third-party cargo insurance instead — companies like Shipsurance and U-PIC offer per-shipment coverage that works alongside any carrier.

FedEx Claim Guide —Step by Step