FedEx: item arrived damaged or defective
Keep the item and packaging, and file within 60 calendar days of the shipment date (21 days for international).
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 97% of 37 sources are the organization's own pages or government sites.
Collect
- photos of the package and damaged contents
- purchase invoice
- repair estimate or invoice
- airbill or shipping label scan
- serial numbers
Steps
Keep the original packaging and contents until the claim is resolved. FedEx may ask for an inspection.
File the claim online with photos, invoices and a repair estimate.
If you bought the item, also ask the seller for a replacement or refund.
More contacts for this issue
Facts you can cite
- Deadline
Claims for damaged or missing contents must be filed no later than 60 calendar days from the shipment date for U.S. packages, and 21 calendar days for international packages.
Source: fedex.com, verified 2026-10-12
- Process
Supporting documents include the original manufacturer or purchase invoice, repair estimates or invoices, appraisals, a scan of the airbill or Ship Manager printout, photos of the package and damaged contents, and serial numbers.
Source: fedex.com, verified 2026-10-12
- Policy
FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must provide proof that FedEx is at fault.
Source: fedex.com, verified 2026-10-12
- Limit
The first $100 of value is included in the shipping rate (FedEx's standard $100 limit of liability). Higher coverage needs a declared value, with item maximums in the FedEx Service Guide.
Source: fedex.com, verified 2026-10-12
- Limit
FedEx liability will not exceed the lesser of the repair cost, the depreciated value or the replacement cost.
Source: fedex.com, verified 2026-10-12
- Process
Approved claims are paid by check or Electronic Funds Transfer, as selected when filing the claim.
Source: fedex.com, verified 2026-10-12
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Written complaint
Claim with FedEx. The recipient can file, or ask the merchant to file.
Written complaint
MailFedEx Customer Relations FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
Dispute with the seller who shipped the item.
State agencies for this sector: your state’s attorney general. Find yours in the list of state agencies, or as JSON in states/<code>.json (for example states/ny.json).
Watch out
- The claims portal needs a fedex.com login.
- FedEx may require an inspection of the damaged item and packaging before it decides a claim.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
My FedEx order arrived broken on [date]. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin