FedEx has different phone numbers depending on what you need to report

The main FedEx customer service line is 1-800-463-3339. This number handles general questions, package tracking, and claims about lost or damaged shipments. You can reach it Monday through Friday, 8 a.m. to 10 p.m. Eastern time, and Saturday 9 a.m. to 7 p.m. Eastern time. The line is closed on Sundays and major holidays.

If you shipped a package and it arrived damaged or never arrived at all, this is the number to call. Have your tracking number ready — it appears on your receipt or shipping label and starts with numbers like 794003 or 7640. FedEx will ask for it before they can look up your shipment.

If you are the person who received a package, you can also call this same number to report damage. FedEx may ask you to keep the package and its contents as-is until they can arrange an inspection, so do not throw anything away when ready after calling.

Key Takeaways

  • Call 1-800-463-3339 to report a lost or damaged FedEx shipment during business hours Monday through Saturday.
  • Have your tracking number ready before you call, as FedEx will need it to locate your shipment in their system.
  • If your package arrived damaged, FedEx may ask you to keep it unopened or partially opened so they can inspect it.
  • You can also file a claim online through FedEx.com by entering your tracking number, which may be faster than calling during busy times.
  • FedEx typically investigates claims within 30 days, though the timeline depends on whether the shipper or FedEx is responsible for the damage.

What information FedEx will ask for when you call

When you reach a FedEx representative, have these details on hand: your tracking number, the date the package was supposed to arrive, what was inside (or what you expected to receive), and photos of any damage to the box or contents. If you are the shipper, also have the recipient's contact information ready.

FedEx will ask whether the package was insured. If you paid extra for declared value or signature confirmation when you shipped it, tell them. This affects how much FedEx can reimburse and how quickly they will process the claim. If the package was not insured and the shipper did not declare its value, FedEx's liability is limited — usually to around $100 per package, though this varies by service type.

The representative will also ask whether the package shows signs of external damage (crushed box, torn packaging) or whether it arrived sealed but the contents inside were broken. This distinction matters because it tells FedEx whether the damage happened during transit or was hidden inside.

Filing a claim online instead of calling

You do not have to call. You can file a claim through FedEx.com by going to the "Claims" section and entering your tracking number. The online form asks the same questions a phone representative would ask, and you can upload photos of the damaged package or contents. Many people find this faster than waiting on hold, especially during peak shipping seasons.

The online process typically takes 5 to 10 minutes if you have your tracking number and photos ready. FedEx will send you a confirmation email with a claim number. You can use this number to check the status of your claim at any time by logging back into FedEx.com or calling customer service.

What happens after you report the claim

FedEx will investigate the claim, which usually takes 30 days. During this time, they may contact the shipper, the recipient, or both to gather more information. If the package shows signs of damage during transit (crushed box, water damage), FedEx typically covers the loss. If the damage appears to have happened before shipping or the package was not packed securely, FedEx may deny the claim or ask the shipper to file a claim with their insurance instead.

If FedEx approves the claim, they will issue a refund or replacement. The amount depends on what was insured. If the shipper paid for declared value coverage, FedEx will reimburse up to that amount. If there was no insurance, reimbursement is capped at FedEx's standard liability limit, which is lower.

If FedEx denies the claim, you will receive a letter explaining why. You can appeal the decision by calling 1-800-463-3339 again and asking to speak with a claims supervisor, or you can provide additional evidence (like repair quotes or receipts) through the online claims portal.

Who pays the claim: the shipper or FedEx

This depends on who shipped the package and who you are. If you sent the package and it arrived damaged, you file the claim with FedEx. If you received a damaged package, the person who shipped it should file the claim, because they are the one who paid FedEx and has the shipping receipt. However, you can call FedEx and report the damage; they will note it in the system and may contact the shipper on your behalf.

In some cases, the shipper's business insurance or the manufacturer's warranty covers the damage instead of FedEx. For example, if you ordered something from a retailer and it arrived broken, the retailer may replace it directly without involving FedEx's claims process. Check your receipt or the retailer's return policy first.

Other FedEx phone numbers for specific situations

If you need to report a package that was stolen from your porch or delivery location, call the same main number: 1-800-463-3339. FedEx will file a report and may ask for a police report number if you filed one with local law enforcement.

If you have a FedEx account for business shipping and need to reach your account manager, look for the account number on your invoice — it will connect you to a dedicated team rather than general customer service. This number is usually on your FedEx billing statement or you can find it by logging into your FedEx account online.

For FedEx Ground packages (the slower, cheaper service), the claims process is the same, but Ground packages may take longer to investigate because they move through different sorting facilities. Call 1-800-463-3339 regardless of which FedEx service was used.

Frequently Asked Questions

How long does FedEx take to investigate a claim?

FedEx typically investigates within 30 days. However, if they need to contact the shipper or inspect the package in person, it can take longer. You can check the status of your claim anytime by logging into FedEx.com with your claim number or by calling 1-800-463-3339.

What if I already threw away the damaged package?

You can still file a claim, but it will be harder to prove. FedEx may ask for photos you took before discarding it, or they may ask the shipper for proof of what was sent. If you have photos or receipts showing what should have been in the box, provide those when you call or file online.

Can I get money back if the package was not insured?

Yes, but the amount is limited. FedEx covers up to around $100 per package if it was not insured, though the exact limit depends on the service type used. If the contents were worth more, the shipper should have paid for declared value coverage when they shipped it.

What if FedEx denies my claim?

You can appeal by calling 1-800-463-3339 and asking for a claims supervisor, or by submitting additional evidence through FedEx.com. Provide anything that supports your case: repair quotes, receipts, photos, or a letter from the manufacturer about the damage.

Do I need to file a police report for a stolen package?

Not required, but it helps. If a package was stolen from your delivery location, filing a police report gives you a report number to share with FedEx. This can strengthen your claim, especially if the package was left in a public area without a signature.