How to file a FedEx claim in Canada

FedEx claim deadlines in Canada

How to file a FedEx claim

1. Sign in with a FedEx user ID, or create one, and open the online claims tool at fedex.ca/claims.
2. Enter the tracking number and choose the claim type: contents missing, lost shipment or damaged shipment.
3. Fill in the form and add supporting documents now or later.

You can also call FedEx Customer Service at 1.800.463.3339; ask for a case number. The sender, the recipient or a third party can file, but for FedEx Express a claimant who isn’t the shipper needs a claim filing waiver from the shipper, on letterhead if the shipper is a company.

What FedEx asks for

FedEx doesn’t need documents for a claim under $100. Above that, have ready:

• The air waybill, shipping label printout or FedEx Ground pick-up record
• Photos of the parcel and the damaged contents
• Serial numbers for the goods
• Proof of value, such as the original invoice or receipt, or a repair invoice
• All the packaging and contents, kept until the claim is settled, because FedEx may inspect them

FedEx says photos taken by someone other than FedEx may not be considered, and that accepting a parcel without noting damage on the delivery record is evidence that it arrived in good condition.

How much FedEx pays

Within Canada, FedEx’s liability is $100 a shipment unless a higher value was declared and paid for, up to $50,000. A FedEx Envelope or Pak is capped at $100. Items of extraordinary value, such as artwork, antiques, glassware and jewellery, are capped at $1,000 whatever is declared. FedEx pays the lowest of the repair cost, the depreciated value, the replacement cost and the declared value, and it states that it doesn’t provide insurance.

FedEx won’t pay for:

• Damage caused by poor packing, marking or addressing
• Perishable or temperature-sensitive goods damaged by heat or cold
• Parcels released without a signature because the recipient signed a release authorization
• Dangerous goods that weren’t properly declared

FedEx accepts one claim per shipment.

How long a FedEx claim takes

FedEx says most claims are resolved five to seven business days after they’re submitted, longer if it needs to look into them further. For FedEx Ground, its terms commit to acknowledging a claim within 30 days and paying, declining or offering a settlement within 120 days.

If you bought the label through a shipping platform

FedEx’s Canadian service guide calls a business that earns money by sending other people’s parcels through FedEx a package consolidator. The guide says the consolidator is the shipper of those parcels and that claims must be directed to it. FedEx accepts no liability toward you directly for a parcel tendered through one.

So a FedEx label bought through ProtonShip is claimed through ProtonShip: file it from the shipment in your account, and we submit it and follow it up. How claims work at ProtonShip

If tracking says delivered but the parcel isn’t there

Track the parcel on fedex.ca, choose Manage Delivery, then Report Missing Package. Enter the original delivery address and your contact details, and FedEx gives you a case number. To claim for the parcel itself, file at fedex.ca/claims.