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It’s happened to all of us—ordering a package only to have it delivered to the wrong address. If your FedEx package was misdelivered, contact customer service or file a claim for a lost package to either have it redelivered or get a refund. In this article, we’ll teach you everything you need to know to retrieve your package, file a claim, and prevent future misdeliveries. Plus, find out when FedEx will cover the cost of your lost package.
What to Do if FedEx Delivers to the Wrong Address
Make sure the package wasn’t accidentally delivered to a neighbor or left at a side door. Contact FedEx customer service and explain the situation. They may be able to contact the driver and have the package redelivered within the next business day. If not, file a claim on their website to get a refund.
Steps
How to Retrieve a Misdelivered FedEx Package
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Double check that your package wasn’t delivered. Sometimes, a FedEx driver may place your package somewhere you don’t expect. Take another look around your property and check with neighbors to make sure it wasn’t accidentally delivered to one of their residences. If this is the case, you may be able to solve the problem without contacting FedEx at all.[1]
- Pull up your FedEx tracking information online, as well, and make sure you entered the correct address. This should also confirm that the package was delivered and tell you if anyone signed for it.
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Contact customer service. If you’re certain your package wasn’t delivered to your address, reach out to FedEx’s customer service. Look up the phone number for FedEx in your country, or use the chat feature on FedEx’s website. Explain what happened and answer any questions the customer service agent asks so they can help find your package.[2]
- Give them as many details as possible, including your full name, address, and tracking number.
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See if the package can be redelivered. FedEx should reach out to the driver to find out what happened to your package. In some cases, the driver may be able to pick up your package and redeliver it. If possible, they’ll attempt redelivery the same day, or they’ll try again the next business day.[3]
- If the driver cannot redeliver the package, you’ll likely need to file a claim with FedEx, which we’ll explain in the next section.
How to File a Claim with FedEx
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Log into your FedEx account and navigate to the File Claims tab. FedEx allows you to file a claim for lost, damaged, or stolen packages, as well as for packages that are missing contents. This includes U.S. domestic shipments, U.S. import/export shipments, and shipments from Canada to the U.S. Have information like your tracking number and receipt ready to file the claim.[4]
- If you don’t live in the U.S. contact your country’s FedEx customer service to find out how to file a claim and what it covers.
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Fill out the claim form. Once you’ve navigated to File Claims, FedEx will ask you to complete a form to file your claim. This will ask for your tracking or PRO number, as well as what type of claim you’re filing. Fill out the form in its entirety so FedEx has a clear understanding of what happened.[5]
- Note that claims for undelivered or lost shipments must be filed within 9 months of the shipment date.
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Upload relevant supporting documentation. To complete your claim, include documents like original manufacturer or purchase invoices, a confirmation screen of an online order with proof of payment, and any proof-of-value information. Visit FedEx’s website for a list of other possible supporting documents to include.[6]
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Submit the form and track your claim. Review your claim before submitting to ensure you’ve included all relevant information. After submitting your claim, visit the Reports tab to see its status. After it’s been reviewed, FedEx will contact you with their decision. In general, this takes about 5-7 business days.[7]
- If you want to cancel a claim for any reason, reach out to FedEx customer service.
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Receive your payment if the claim is approved. If FedEx approves your claim, they’ll refund your package. FedEx sends payments by check or Electronic Funds Transfer (EFT), depending on which method you select while filing your claim. If you select a check, make sure your address is correct in the Contact Information section.[8]
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Dispute the decision, if necessary. If FedEx doesn’t approve your claim, dispute their decision by adding more supporting documents to the existing claim. These documents should include a signed statement explaining the reason for the dispute, as well as any new relevant information regarding the claim.[9]
Expert Q&A
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Tips
References
- ↑ https://donotpay.com/learn/fedex-says-delivered-but-no-package/
- ↑ https://donotpay.com/learn/fedex-says-delivered-but-no-package/
- ↑ https://www.fedex.com/en-ru/customer-support/faq/receiving/delivery-options-fedex/wrong-address.html
- ↑ https://www.fedex.com/en-us/customer-support/claims.html
- ↑ https://www.fedex.com/en-us/customer-support/claims.html
- ↑ https://www.fedex.com/en-us/customer-support/claims.html#documents
- ↑ https://www.fedex.com/en-us/customer-support/claims.html
- ↑ https://www.fedex.com/en-us/customer-support/claims.html
- ↑ https://www.fedex.com/en-us/customer-support/claims.html
- ↑ https://www.shipscience.com/blog/will-fedex-pay-for-a-lost-package-heres-what-you-need-to-know
- ↑ https://www.ecabrella.com/blog-posts/understanding-fedex-carrier-exceptions
- ↑ https://www.fedex.com/en-us/customer-support/faqs/receiving/delivery/how-to-add-delivery-instructions.html
- ↑ https://www.fedex.com/en-us/delivery-manager/how-to-prevent-stolen-missing-packages.html
- ↑ https://www.fedex.com/en-us/delivery-manager/how-to-prevent-stolen-missing-packages.html