FedEx: lost package
Ask the merchant or file a claim yourself within nine months of the shipment date for an undelivered package.
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
- tracking number
- purchase invoice or receipt
- description of the items (brand
- model
- size
- quantity)
- serial numbers
- shipping receipt
Steps
Check tracking. If you bought the item, ask the merchant to file the claim or to resend; FedEx says recipients can also file on their own.
File the claim online with as much detail as possible. You can add documents later, so do not wait to file.
Follow up by phone if you get no answer.
If neither FedEx nor the seller pays, dispute the charge with your card issuer.
More contacts for this issue
Facts you can cite
- Deadline
Claims for undelivered or lost shipments must be filed within nine months of the shipment date.
Source: fedex.com, verified 2026-10-12
- Policy
Recipients can file a claim on their own or ask the merchant to file it. Shippers can file single claims or up to 200 claims at once.
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 package shows delivered but never arrived. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin