# FedEx Lost Package: What to Do, Who Files, and the Real Deadlines > FedEx lost your package? Open a support ticket if it is late, report it if it shows delivered, and file a claim within 90 days of the ship date to stay safe. - **Author**: Charles Helms - **Published**: 2026-03-24 - **Updated**: 2026-10-21 - **Category**: fedex - **URL**: https://trackingadvice.com/fedex-lost-package/ --- If FedEx lost your package, your next step depends on your tracking status. Open a support ticket if it is late and moving, submit a missing-package report if it shows delivered, or file a formal claim if scans have stopped entirely. The safe plan is to file a U.S. lost-package claim within 90 days of the ship date, because FedEx's own Service Guide sets that shorter limit. _TrackingAdvice is an independent tracking site and is not affiliated with FedEx._ The [FedEx carrier hub](https://trackingadvice.com/carriers/fedex/) covers the rest of FedEx's rules; this page is about the package that looks gone. | Tracking situation | Best next step | Why | | :-------------------------------------------------------------------------------------- | :---------------------------------- | :----------------------------------------------------------------------------------------------------------------------------------- | | Late, but scans show movement | Open a support ticket | A delayed parcel is still moving inside the network and is not handled as a lost claim. | | Delivered, but not received (Express) | Use Report Missing Package | FedEx's Report Missing Package flow covers expedited services and gives you a case number. | | Delivered, but not received (Ground) | Contact customer support | FedEx's Report Missing Package steps cover expedited services; for Ground and Home Delivery, FedEx says to contact customer support. | | Scans stopped and delivery ETA passed | File a formal loss claim | Inactive tracking with an expired delivery date marks an undelivered shipment. | | Package damaged or missing contents | File a claim and keep all packaging | U.S. damage claims have a 60-day window, and FedEx may ask for an inspection. | | You paid a FedEx Authorized ShipCenter or an Office Depot/OfficeMax ShipSite to ship it | Contact the store or consolidator | FedEx treats the store as the shipper and does not accept claims from its customers. | Verified 2026-10-21 on fedex.com. ## FedEx claim deadlines in 2026 **For a lost U.S. FedEx package, file within 90 calendar days of the ship date, even though the FedEx claims page says nine months.** | Claim type | FedEx claims page | FedEx Service Guide terms | Safe plan | | :------------------------------------------ | :---------------------------------- | :------------------------------------------------------------------------ | :------------------------------------------------------ | | U.S. lost or undelivered shipment | Up to 9 months from shipment date | 90 calendar days after tender, if FedEx did not deliver | File within 90 calendar days of tender | | U.S. damaged or missing contents | 60 calendar days from shipment date | 90 calendar days from delivery (notify within 60 days for concealed loss) | File within 60 calendar days of shipment date | | International lost or undelivered | Up to 9 months from shipment date | 9 months after tender | File within 9 months after tender | | International damaged, delayed, or shortage | 21 calendar days from shipment date | 21 calendar days after delivery | File within 21 calendar days of the ship date | | Lawsuit against FedEx (U.S.) | Not listed on claims page | 275 calendar days from tender | A lawsuit must start within 275 calendar days of tender | Verified 2026-10-21 on fedex.com. The [FedEx claims page](https://www.fedex.com/en-us/customer-support/claims.html) says nine months for lost U.S. shipments. The [FedEx Service Guide 2026](https://www.fedex.com/content/dam/fedex/us-united-states/services/Service_Guide_2026.pdf) (effective January 5, 2026, updated September 11, 2026) says 90 calendar days after tender when FedEx did not deliver. The Service Guide is the contract you agree to when you ship. When the two disagree, plan on the shorter number. To compare FedEx with UPS, USPS, and DHL, see our [cross-carrier claim deadlines](https://trackingadvice.com/file-a-shipping-claim/). Nine months sounds generous. Don't plan on it. ## What to do in the first 30 minutes **Save the evidence before you call FedEx or anyone else.** 1. Capture full screenshots of the tracking details page, recording the tracking number, service type, delivery estimate, and recent scan timestamps. 2. Download the delivery photo and address confirmation if the status displays a delivered scan. 3. Check all secondary delivery locations around the property, including side doors, porches, parcel lockers, mailrooms, and neighboring entrances. 4. Retain all shipping cartons, packing materials, and partial contents if any box arrived damaged or missing items. 5. Locate your invoice, order receipt, or order confirmation screen showing the item cost and proof of payment. 6. Retrieve the original tracking number from your merchant receipt or shipping confirmation if you do not have it handy, using our guide to [track a FedEx package without a tracking number](https://trackingadvice.com/track-fedex-package-without-tracking-number/). ## Which FedEx lane matches your tracking status **Your FedEx tracking status picks the lane: if it is moving, open a support ticket; if it shows delivered, submit a missing-package report; and if it is gone with no scans, file a claim.** A tracer request is not a claim. ### Late, but still moving When a U.S. package is delayed by at least 1 day, the [FedEx delayed package FAQ](https://www.fedex.com/en-us/customer-support/faqs/file-a-claim/customer-support/package-delayed-lost.html) states you can start a support ticket from tracking: 1. Go to Manage Delivery on the tracking details page. 2. Select Start Support Ticket. 3. Sign in or use guest authentication. 4. Select text or email updates. You can manage the open ticket later through Manage Ticket on the tracking page or by submitting your case number on customer support. If your status has stopped showing intermediate hub updates altogether, check our walkthrough on [FedEx tracking not updating](https://trackingadvice.com/fedex-tracking-not-updating/) before escalating to a loss claim. ### Delivered, but not at your door A delivery scan with an empty porch indicates a delivery-event issue rather than an in-transit loss. For FedEx Express expedited services, follow the official [FedEx delivery dispute steps](https://www.fedex.com/en-us/customer-support/faqs/sending/tracking-questions/how-to-dispute-delivery.html) to submit a Report Missing Package request: 1. Log in to your FedEx account and open the tracking page. 2. Enter the tracking number or reference number. 3. Select Manage Delivery, then click Report Missing Package. 4. Confirm that the recipient checked everywhere the driver might have left the package, and click Yes. 5. Enter contact details including name, phone number, and optional email. 6. Select text or email as your preferred contact method and confirm that FedEx may contact you. 7. Click Submit to receive a case number, then select Done to let FedEx begin locating the package. For FedEx standard services like FedEx Ground and FedEx Home Delivery, FedEx's missing-package FAQ tells you to contact customer support instead. If the driver uploaded a delivery image showing a different doorstep, see our guides on what to do when [FedEx says delivered but it was not](https://trackingadvice.com/fedex-says-my-package-was-delivered-but-it-wasnt/) and when [FedEx delivered to the wrong address](https://trackingadvice.com/fedex-delivered-to-wrong-address/). ### No delivery, stale scans, and the ETA has passed This is the only lane where a claim is the right first move. Once the scheduled delivery date has passed and the scans have stopped, file a claim for the undelivered or lost shipment. If your tracking status remains frozen on a pending notice, consult our guide to [FedEx scheduled delivery pending](https://trackingadvice.com/fedex-scheduled-delivery-pending/) to understand transit holds before filing. ## Holiday peak 2026: a late FedEx package is not a lost one Peak season slows packages down. Slow is not lost. **If a U.S. FedEx package is at least 1 day late, a FedEx support ticket is the right first move, not a claim.** Check our calendar of [FedEx holidays](https://trackingadvice.com/fedex-holidays/) and the [holiday shipping deadlines for 2026](https://trackingadvice.com/holiday-shipping-deadlines-2026/) to verify whether network closures or peak cutoff dates altered your delivery schedule. Under the [FedEx money-back guarantee policy](https://www.fedex.com/en-us/service-guide/money-back-guarantee.html), money-back refunds have been active since February 12, 2026, for FedEx First Overnight, FedEx Priority Overnight, FedEx Standard Overnight, and FedEx 2Day A.M. (U.S.), along with select international priority services. The money-back guarantee remains suspended until further notice for all other services, including FedEx Ground and FedEx Home Delivery. A refund for late delivery only returns the shipping charges; it does not replace a missing shipment. Shipments delayed by regulatory changes remain ineligible for money-back refunds. ## How to file a FedEx lost package claim **File your FedEx claim online if you can; the phone route only gets you a case number.** 1. Go to the [FedEx claims page](https://www.fedex.com/en-us/customer-support/claims.html) and log in. FedEx requires a login to file. 2. Open the File Claim(s) tab. 3. Enter the tracking number or PRO number. (Shippers can batch up to 200 claims with FedEx's spreadsheet template.) 4. Select the claim type corresponding to your undelivered or lost shipment. 5. Complete the required shipment information and lost item details. 6. Upload all required supporting documents proving the value of the merchandise. 7. Review your submission, select check or Electronic Funds Transfer (EFT) as your payment method, and submit. 8. Track claim progress on the Reports tab within your Claims account. If you cannot file online, call FedEx customer service at 1.800.463.3339 and say "Claims" to receive an assigned case number. You still upload all supporting documents through the online claims portal. Single claims filed online cover U.S. domestic shipments, U.S. import and export shipments, and shipments moving from Canada to the U.S. If the shipper address is located outside the U.S. or Canada, contact FedEx for filing instructions. | FedEx contact | Number or link | Use it for | | :--------------------- | :---------------------------------------------------------------------------- | :------------------------------------------------------------------ | | FedEx Claims (phone) | 1.800.463.3339, say "Claims" | Getting a claim case number when you cannot file online | | FedEx Claims Online | [FedEx claims page](https://www.fedex.com/en-us/customer-support/claims.html) | Filing the claim, uploading documents, and checking the Reports tab | | FedEx Customer Support | 1.800.GoFedEx (1.800.463.3339) | Delayed packages, and missing Ground or Home Delivery packages | Verified 2026-10-21 on fedex.com. ## Documents FedEx asks for **Proof of value carries a FedEx claim: an invoice, a receipt, or the order confirmation screen with proof of payment.** - Original manufacturer invoice, vendor invoice, or purchase receipt confirming the transaction value. - The final confirmation screen of an online order showing proof of payment. - Serial numbers for lost or damaged merchandise. - A copy of the FedEx airbill or FedEx Ship Manager printout. - Photographs showing the shipping carton and damaged contents if applicable. - Itemized repair invoices, statements of non-repair, independent appraisals, or expense statements. For parcel shipments within the U.S. having a declared value greater than $100 and less than $1,000, FedEx allows customers to perform a self-inspection by submitting packaging photos. FedEx will notify you if your claim requires a formal FedEx physical inspection. (So keep the box even if you think the case is simple.) FedEx requires you to keep the original packaging and contents until the claim is resolved. If you are handling a damaged parcel rather than an undelivered one, review the evidence requirements in our [FedEx damaged package claims guide](https://trackingadvice.com/fedex-damaged-package/). ## How much FedEx pays on a lost package **Declaring a higher value does not purchase insurance and only raises FedEx's maximum liability ceiling if you prove actual damages.** Standard liability is capped at $100 per package unless the shipper declared a higher value and paid the associated fees when creating the label. | Service or item category | Maximum declared value limit | Required rules | | :--------------------------------------------------------------------------------------------------------------------------------------------------------- | :--------------------------- | :------------------------------------------------------------------- | | Default parcel liability (no fee) | $100 | Included in standard shipping rate; shipper must prove actual value. | | FedEx Express package services (First, Priority and Standard Overnight, 2Day A.M., 2Day, Express Saver), FedEx Ground, FedEx Home Delivery | US$50,000 | Declared value fee applies to amount over $100. | | FedEx SameDay | US$2,000 | Maximum limit per shipment. | | Artwork, antiques, jewelry and watches, furs, precious metals, glassware and china, plasma screens, film and photos, gift cards and other cash equivalents | US$1,000 | A higher declared value on these items is void. | | Declared value of $500 or more | Up to the service maximum | Direct Signature Required added automatically at no extra charge. | Verified 2026-10-21 on fedex.com. As outlined on the [FedEx declared value overview](https://www.fedex.com/en-us/shipping/declared-value.html), FedEx liability will never exceed the repair cost, depreciated value, or replacement cost of the item--whichever amount is lowest. You must prove the actual loss and establish that FedEx is at fault. Declared value is not third-party insurance; coverage from an independent insurance agent or broker is separate and provides door-to-door protection. ## Who should file: buyer, recipient, or shipper **If you bought the item, ask the seller first: FedEx needs a claim filing waiver from the shipper when someone else files.** ### If you are the buyer or recipient FedEx gives recipients three options through the [FedEx claims portal](https://www.fedex.com/en-us/customer-support/claims.html): contact the merchant for a replacement, request that the seller file on your behalf, or submit a claim yourself. Under the [FedEx Service Guide 2026](https://www.fedex.com/content/dam/fedex/us-united-states/services/Service_Guide_2026.pdf), if you are not the shipper or the payor of transportation charges, you must obtain and provide a written claim filing waiver from the shipper (on company letterhead if the shipper is a company). FedEx says claims that miss its filing conditions are denied. A replacement or refund from the seller is often the simpler fix, because the seller holds the label and the invoice. ### If you are the shipper Shippers hold the transportation contract and can file using their FedEx login. Remember that only one claim can be filed in connection with any single shipment; once FedEx pays a claim, all rights to further recovery for that package are extinguished. ### If you paid a ShipCenter or ShipSite to ship it This applies when you paid the store to ship the package and the store created the label, making them the shipper of record. It does not apply when you simply dropped off a package that already had your own prepaid FedEx label. Under FedEx terms, package consolidators include FedEx Authorized ShipCenter locations as well as FedEx ShipSite counters inside Office Depot and OfficeMax. FedEx is liable only to the consolidator, not to its customers. If a parcel shipped this way is lost, the claim goes through that store. The store is the shipper here, so the store is who you chase. ## If FedEx denies the claim **To dispute a FedEx claim decision, add documents to the existing claim, such as a signed statement with the reason and any new information.** Review the common denial causes from the FedEx Service Guide and claims rules: - Late filing: submitting after the 90-calendar-day deadline for lost packages or 60 days for damage. - Lack of proof of value: no invoice, receipt, or order confirmation with proof of payment. - Discarded packaging: throwing away the box and cushioning before review or inspection. - Missing shipper waiver: filing as a recipient without a waiver from the shipper (on letterhead if the shipper is a company). - Consolidator shipments: filing directly for packages shipped through an Authorized ShipCenter or ShipSite. - Duplicate filings: submitting a second claim on a shipment already processed or paid. To dispute a decision, log in to the Claims portal, open the existing claim, and upload your signed statement and any missing documents. For questions about your claim status, call 1.800.463.3339. ## Frequently asked questions ### How to get a refund from FedEx for a lost package? Log in to the online claims portal with your tracking number, select the lost shipment claim type, and upload proof of value. FedEx default liability is capped at $100 unless a higher value was declared and paid for at shipment. ### Why was my FedEx lost package claim denied? FedEx denies lost package claims for missed filing deadlines, missing proof of value, discarded packaging, or failure to submit a signed waiver from the shipper. Claims are also rejected if you paid a FedEx Authorized ShipCenter or ShipSite to ship the parcel, or if a claim was already paid. ### How common is it for FedEx to lose packages? FedEx does not publish a package loss rate and does not define an official number of days after which a shipment is considered permanently lost. A package that looks lost is often delayed or left at the wrong spot, which is why FedEx points you to a support ticket or a missing-package report first. ### How do I speak to an actual human at FedEx? Call 1.800.463.3339 and say "Claims" to get a case number for a claim. For detailed menu shortcuts and representative routing tips, see our guide on [how to speak to a human at FedEx](https://trackingadvice.com/how-do-i-speak-to-a-human-at-fedex/). ### How long do I have to file a FedEx claim? For U.S. lost shipments, the FedEx claims page lists up to nine months, but the FedEx Service Guide requires written claims within 90 calendar days of tender. Damaged shipments require filing within 60 calendar days of shipment for U.S. packages and 21 calendar days for international shipments. ### Can the recipient file a FedEx claim? Yes, but if you are not the shipper or the payor, FedEx requires a claim filing waiver from the shipper (on company letterhead if the shipper is a company). Asking the seller for a replacement or refund is often simpler, because the seller holds the label and the invoice. ### How do I report a missing FedEx package? For FedEx Express expedited shipments showing delivered, log in to tracking on fedex.com, select Manage Delivery, click Report Missing Package, and complete the steps to receive a case number. For FedEx Ground and FedEx Home Delivery, FedEx's missing-package FAQ tells you to contact customer support instead.