---
company: fedex
title: FedEx — how complaints actually go
last_verified: 2026-10-12
---

## In short

File FedEx Express and Ground claims in the online claims portal: within 60 calendar days of the ship date for damage or missing contents on U.S. packages (21 days international) and within nine months for a lost shipment. Recipients can file themselves or ask the merchant to file. Coverage is $100 unless the shipper declared a higher value. FedEx never asks for payment or personal information to release a package; it may send a secure link for real import duties, so check the amount with the FedEx Import Tool before you pay.

## How complaints actually go

- FedEx Customer Service is 1-800-463-3339 (1.800.GoFedEx) for the U.S. and Canada; billing questions go to 1-800-622-1147. [FedEx: contact us](https://www.fedex.com/en-us/customer-support/contact-us.html)
- Claims for lost or undelivered shipments must be filed within nine months of the ship date; claims for damage or missing contents within 60 calendar days for U.S. packages and 21 calendar days for international packages. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)
- Recipients can file a claim on their own or ask the merchant to file it; approved claims are paid by check or electronic funds transfer. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)
- Written complaints can go to FedEx Customer Relations, 3875 Airways, Module H3, Department 4634, Memphis, TN 38116. [FedEx: contact us](https://www.fedex.com/en-us/customer-support/contact-us.html)

## What tends to work

- Send the documents FedEx lists: the original purchase invoice, repair estimates, photos of the package and damaged contents, the airbill or label printout, and serial numbers. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)
- FedEx Delivery Manager is a free sign-up for home deliveries. [FedEx Delivery Manager](https://www.fedex.com/en-us/delivery-manager.html)
- For charges you do not recognize on a FedEx account, call FedEx Fraud at 1.800.584.2681 with the reference or invoice number. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)

## Traps and fine print

- The first $100 of value is included in the shipping rate; higher coverage needs a declared value, and liability will not exceed the lesser of repair cost, depreciated value or replacement cost. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html)
- FedEx is not deemed at fault when an improperly packed shipment is damaged, and the claimant must show that FedEx was at fault. [FedEx: declared value](https://www.fedex.com/en-us/shipping/declared-value.html)
- Since February 12, 2026, the money-back guarantee applies for U.S. payors only to First Overnight, Priority Overnight, Standard Overnight, 2Day A.M. (and Extra Hours versions) and listed International Priority services; it stays suspended for all other services, and shipments delayed by regulatory changes are excluded. [FedEx money-back guarantee](https://www.fedex.com/en-us/service-guide/money-back-guarantee.html)
- FedEx Freight became an independent less-than-truckload company; LTL freight claims now go to fedexfreight.com. [FedEx: claims](https://www.fedex.com/en-us/customer-support/claims.html)

## By the numbers

- ACSI 2026 (interviews through December 2025): FedEx scored 80 out of 100 (up from 79), tied with Amazon Shipping for first in consumer shipping; the industry average was 78. [ACSI Retail and Consumer Shipping Study 2026](https://theacsi.com/wp-content/uploads/2026/01/26jan_Retail-Shipping-Study-Final.pdf)

## Scams that target customers

- FedEx says: "We never request payment or personal information in exchange for releasing a package," and it does not ask for account credentials or identity information by unsolicited mail, email or text. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)
- Fake delivery notices by text or email, phishing links to .shop domains, and look-alike domains such as fedx.com and fed-ex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)
- Customs-fee scams are common; FedEx says it may email or text a secure link to pay real duties and taxes, and you can check the amount with the FedEx Import Tool. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)
- Forward phishing emails and suspicious messages to abuse@fedex.com. [FedEx: report fraud](https://www.fedex.com/en-us/trust-center/report-fraud.html)