If FedEx loses your package, the shipper files a claim with FedEx, and FedEx pays the proven value of the contents up to its $100 liability limit, or up to the higher declared value the shipper bought, which can go as high as $50,000 for most parcel services. FedEx doesn’t pay anything automatically: the claim needs the tracking number and proof of value, and it has to be filed within FedEx’s deadline.
Before it gets to a claim, most “lost” packages are really delayed, and FedEx has a separate support process for those. Here’s what happens at each stage, who can file, what FedEx pays, and how to avoid a short payout next time.
What happens first when a FedEx package goes missing in transit?
A package is late before it’s lost. If tracking shows no new scans and the delivery date has passed, FedEx treats it as delayed and asks you to open a support ticket rather than a claim. Its help page says that if a U.S. package is delayed by at least one day, you can start a ticket from the tracking page:
- Enter the tracking number on the FedEx tracking page and open the shipment details.
- Choose Manage Delivery. If the package qualifies, you’ll see Start Support Ticket.
- Sign in to your FedEx account, or use guest authentication, and submit the ticket.
FedEx then sends updates by text or email, and you can add comments or documents, or close the case, from Manage Ticket on the tracking page. Weather, holidays and network backlogs explain most stalls, so check our guides to FedEx shipping delays, what to do when a FedEx package is delayed and the FedEx holiday schedule before assuming the worst.
Report missing package: FedEx process for which situation?
Which FedEx tool you use depends on the last tracking status:
| What tracking shows | FedEx process | Where |
|---|---|---|
| Late by a day or more, still in transit | Support ticket | Tracking page, Manage Delivery, Start Support Ticket |
| “Delivered,” but nothing arrived | Report Missing Package | Tracking page, Manage Delivery, Report Missing Package |
| Confirmed lost, never delivered | Claim for loss | FedEx online claims page |
| Arrived damaged or with items missing | Claim for damage or missing contents | FedEx online claims page |
A package that tracking says was delivered is a different problem from one lost in transit. For that case, our guide to the FedEx report missing package steps for a package marked delivered covers the photo check and the online report. If it was left at the wrong door, see FedEx delivered to the wrong address.
How do you file a FedEx claim for a lost package?
File online on FedEx’s claims page, or call 1.800.463.3339 and say “Claims” to get a case number. You’ll need:
- The tracking number (or PRO number for freight).
- Proof of value, such as the purchase invoice from the seller or manufacturer, a repair estimate or an appraisal.
- A copy of the shipping record: the airbill, Ship Manager printout or pickup record.
- Serial numbers for lost electronics or other serialized items.
FedEx’s Service Guide says a claim must state a specific amount, not an estimate like “$100 more or less,” and that a request for proof of delivery or a trace isn’t a claim. Only one claim is allowed per shipment, and accepting payment ends any further recovery for it. When FedEx can’t otherwise verify that an entire package was lost, it may ask the recipient for a written statement that the goods weren’t received from another source.
How long do you have to file?
FedEx’s claims page gives nine months from the ship date for undelivered or lost U.S. packages, and 60 calendar days for damage or missing contents (21 days for international packages). The 2026 FedEx Service Guide, which forms the contract of carriage, sets a shorter rule: claims for loss, damage or delay must be filed within 90 calendar days of the ship date when FedEx failed to deliver. File within 90 days of shipping to stay inside both.
Who can file the claim, the sender or the recipient?
The shipper, or whoever paid for the shipping, is FedEx’s customer and the natural claimant. A recipient can file too, but FedEx’s Service Guide requires a claim-filing waiver from the shipper (on company letterhead if the shipper is a business) when the claimant isn’t the shipper or payer.
If you’re the buyer of an online order, the quickest route is usually the seller. FedEx’s claims page tells recipients to contact the merchant for a replacement or to have the merchant file. Separately, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule requires sellers to ship within the time they promise, or within 30 days if they don’t state one, and to offer you the choice of a delay or a full refund when they can’t.
How much does FedEx pay for a lost package?
FedEx pays the proven loss up to the package’s declared value. Unless the shipper declared more and paid the extra charge at shipping, that limit stays at $100. These are the limits in the 2026 Service Guide:
| Situation | Maximum FedEx liability |
|---|---|
| No higher value declared | $100 for each package |
| Higher value declared (Express services, FedEx Ground, Home Delivery) | Declared value, up to $50,000 for each package |
| Contents of a FedEx Envelope or FedEx Pak | Declared value, up to $500 |
Declared value isn’t insurance: FedEx states it provides no insurance coverage of any kind, the shipper must prove the actual loss, and FedEx doesn’t pay special, incidental or consequential damages such as lost profits. When FedEx pays a claim at full value, it can take ownership of the package if it’s found. Payment comes by check or electronic funds transfer, chosen when you file, and you can follow a claim from the Reports tab of your FedEx claims account. Our FedEx insurance and claims guide explains how declared value is bought.
The FedEx money-back guarantee is a different remedy. It refunds or credits the transportation charges for a late delivery on eligible services, but it never covers the value of lost goods.
How can you protect your next FedEx shipment?
The cheapest protection is a package FedEx can deliver the first time. Check the address before you print with a tool like FedEx address lookup, remove old labels from reused boxes, and pack so the label can’t tear off; our guide on how to send a FedEx package covers each step.
- Declare the real value of anything valued over $100, and keep the invoice.
- Require a signature for valuables; FedEx doesn’t assume liability for residential packages released without a signature. Our guide to who can sign for your FedEx package explains the options.
- Know where unsigned packages go. Our guide to where FedEx leaves packages covers safe-drop spots, and whether FedEx is responsible for stolen packages covers theft after delivery.
- Watch tracking through FedEx tracking and delivery alerts so a stalled package gets a support ticket early. If transit times keep slipping, why FedEx is so slow explains the usual causes.
If you’re open to UPS or USPS for future shipments, ParcelPath offers Shipsurance coverage on its labels, along with up to 85% off UPS and up to 89% off USPS and no subscription or per-label fee. You can compare live UPS and USPS rates for your package in the ParcelPath rate calculator. For other options, see our roundup of shipping services and solutions, or browse the FedEx shipping hub for more FedEx guides.
Frequently Asked Questions
Does FedEx pay for a lost package?
Yes, when a claim is approved. FedEx pays the proven value of the lost contents up to $100, or up to the higher declared value the shipper paid for, which can reach $50,000 for most parcel services. The claim must include the tracking number and proof of value, such as the purchase invoice, and FedEx doesn’t pay lost profits or other consequential damages.
How long do I have to file a claim for a lost FedEx package?
FedEx’s claims page allows nine months from the ship date for lost or undelivered U.S. packages. The 2026 FedEx Service Guide, however, says claims must be filed within 90 calendar days of the ship date when FedEx failed to deliver, so filing within 90 days keeps you inside both. Damage or missing-contents claims have a 60-day window.
Can the recipient file a FedEx lost package claim?
Yes, but if the recipient isn’t the shipper or the party that paid for shipping, FedEx requires a claim-filing waiver from the shipper, on company letterhead if the shipper is a business. For online orders, FedEx’s claims page suggests contacting the merchant first for a replacement, since the seller can also file the claim directly as the shipper.
What should I do if my FedEx package is late but not yet lost?
If a U.S. package is delayed by at least one day, open the tracking page, choose Manage Delivery and select Start Support Ticket, signing in or using guest authentication. FedEx sends updates by text or email, and you can add comments or documents from Manage Ticket. File a claim only once FedEx confirms the package is lost.
Sources
- FedEx: File a claim (deadlines, documents, payment)
- FedEx Customer Support: My package is delayed or lost
- FedEx Customer Support: How do I file a claim?
- FedEx Service Guide, effective January 5, 2026 (Claims, Declared value and limits of liability, Liabilities Not Assumed)
- FTC: Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule
Part of our FedEx Insurance guide. Related: FedEx Shipping Delays, Why Is FedEx So Slow, FedEx Delivered to Wrong Address.
