Frequently Asked Question

International Shipping - Damaged or Lost Package

Last Updated 4 months ago

FedEx Cross Border shall not be liable for any physical loss of, or physical damage to, any items or shipments or for the failure of any other aspect of the provision of FedEx Cross Border Services unless you purchase Loss and Damage Protection at checkout. If you have purchased Loss and Damage Protection, you may make a claim for lost and damaged items. In order to file a claim with FedEx Cross Border, you or the merchant from whom you have purchased the goods must send a claim to FCBT-Crossborder-Claims@Fedex.com. Such claim must be received within 14 calendar days of the date the shipment was delivered if damaged, or 14 calendar days of the expected delivery date if lost. You or the merchant must include in your email the following additional information:

Damaged Item(s) Claim:

  • Clear Pictures of the outside of box — This includes images of the top and bottom of the box as well as any areas where tape and labels were applied.
  • Clear pictures of all areas of damage to the external box.
  • Clear pictures of the inside of the box in the condition it was opened.
  • Clear pictures of the packing material used. This includes, but not limited to, manufacture packing, bubble wrap, paper, etc.
  • Clear pictures of any and all areas of damage to the Item(s). If multiples of the same item(s) were damaged please provide a photo with all affected items clearly visible.

Missing Item(s) Claim:

  • Clear pictures of the outside of box — This includes images of the top and bottom of the box as well as any areas where tape and labels were applied.
  • Clear pictures of all areas of damage to the external box.
  • Clear pictures of the inside of the box in the condition it was opened.
  • Clear pictures of all item(s) received.

If all required information is not received within the time frame listed above the claim will be rejected. Once reviewed a claim will either be accepted or denied and FedEx Cross Border will communicate its decision with you or the merchant.

You can file claim by emailing: FCBT-Crossborder-Claims@Fedex.com


Help Topics
  • International Shipment Damage

Please Wait!

Please wait... it will take a second!