FedEx package stuck or lost: trace and claim steps
FedEx Ground packages can go a few days without a scan between hubs. If it has been longer than the normal gap for the hub in your tracking, here's what to do.
Rules checked against the official pages on November 14, 2026.
Steps
- Check the hub page here for the normal gap and current alerts.
- Ask the shipper to open a trace with FedEx, because FedEx treats the shipper as its customer.
- You can also contact FedEx from the tracking page.
- If FedEx says it's lost or damaged, file a claim (usually the shipper) before the deadline.
The official rules and deadlines
| Who | Rule | Who files | Source |
|---|---|---|---|
| FedEx | FedEx Express and Ground: file a claim for damaged or missing contents no later than 60 calendar days from the ship date for U.S. packages. Recipients can file their own claim, or ask the merchant to file or send a replacement. | either | Official page |
| FedEx | International packages: file a claim for damaged or missing contents no later than 21 calendar days from the ship date. | either | Official page |
| FedEx | Claims for undelivered or lost FedEx shipments must be filed within nine months of the ship date. The key number is nine months, not a day count. | either | Official page |
| FedEx | For U.S. package services, FedEx's liability for each package is limited to $100 unless the shipper declares a higher value and pays the extra charge. FedEx says declared value isn't insurance, and the shipper has to prove actual damages. Source: the Terms and Conditions in the 2026 FedEx Service Guide, "Declared value and limits of liability". | sender | Official page |
| FedEx | FedEx's Money-Back Guarantee is active again only for some time-definite Express services. It was reinstated for U.S. domestic FedEx First Overnight, Priority Overnight, Standard Overnight and 2Day A.M. (plus the Extra Hours contract versions) shipped on or after Jan. 13, 2026, and for International First, International Priority, International Priority Express, International Priority Freight and International Priority DirectDistribution shipped on or after Feb. 12, 2026 (U.S. payers). FedEx says the guarantee "for all other U.S. and international package and freight services and FedEx Office services remains suspended", so it doesn't cover FedEx Ground, Home Delivery, Express Saver or regular 2Day. Holiday 2026: A.M. commitment times of 12 p.m. or earlier are extended 90 minutes from Nov. 23, 2026 to Jan. 4, 2027. Shipments hit by events named in FedEx Service Alerts (such as the Middle East disruption) aren't eligible. | sender | Official page |
Questions
Who files a FedEx claim?
Usually the shipper, though FedEx accepts claims from the recipient in some cases. See the FedEx claims page linked here.
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