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Money-Back Guarantee Policy and Delivery Commitments

Money-Back Guarantee Policy and Delivery Commitments

Money-Back Guarantee Policy and Delivery Commitments

Canada Money-Back Guarantee Policy

The money-back guarantee has been reinstated for shipments to the U.S. with a ship date of February 11, 2025, or later. Prior to that, it was suspended for Canada-export shipments to the U.S. with a ship date between January 29, 2025, and February 10, 2025 for the following FedEx services:

International Services

  • FedEx International First®
  • FedEx International Priority® Express
  • FedEx International Priority®
  • FedEx® International Priority Freight
  • FedEx International Priority DirectDistribution®
  • FedEx International Priority DirectDistribution® Freight

As a result of this change, effective February 11, 2025 the money-back guarantee currently applies to the following FedEx Express services for Canadian payors only:

Intra-Canada Services

  • FedEx First Overnight®
  • FedEx Priority Overnight®
  • FedEx Standard Overnight™

International Services (Canada-import/Canada-export)

  • FedEx International First®
  • FedEx International Priority® Express
  • FedEx International Priority®
  • FedEx® International Priority Freight
  • FedEx International Priority DirectDistribution®
  • FedEx International Priority DirectDistribution® Freight


To get the latest status for your shipments, please visit the Tracking page. To learn more about the latest shipping regulations and requirements for imports and exports, visit the Regulatory News & Information section.

Consistent with the provisions of the FedEx Service Guide, shipments delayed due to regulatory changes are not eligible for a refund or credit under the money-back guarantee policy.

In order to balance our focus on service and safety, the FedEx money-back guarantee for all other FedEx Express® and FedEx Ground® services will remain suspended until further notice.

The status of the money-back guarantee for these FedEx services and additional FedEx services worldwide is being evaluated on an ongoing basis, and our focus remains on continuing to provide the best possible service to our customers.

FedEx Express Details

If your FedEx Express package is delivered even 60 seconds later than we promise, you get your money back.†  If your FedEx Express delivery is delayed, this is how you can request a refund or credit for service failure under our Money-Back Guarantee policy. 

  • Complete the FedEx Express Money-Back Guarantee Request Form below. You will receive a response within seven business days with the status of your request.** 
    OR
    Submit your request using FedEx Billing Online if you’re a FedEx account holder. You will receive an immediate automated response after submitting your money-back guarantee request, which will be followed by an email confirmation containing the final status.

  • For invoiced shipments, requests for a credit or refund due to service failure must be submitted within 15 calendar days of the original invoice date.

  • For shipments paid by cash, cheque, money order, or credit card, requests for refund or credit for service failure must be submitted within 15 calendar days of the shipment date.

  † Some restrictions apply. See Terms and Conditions section of the FedEx Service Guide for details.
** Subject to the successful receipt of your form. You may experience a delay in response times during peak periods.

FedEx Ground

If your FedEx Ground package isn’t delivered by midnight on the scheduled delivery day, you’ll get your money back.† The FedEx Ground Money-Back Guarantee applies to deliveries within Canada and to internatonal shipments when FedEx Ground arranges for customs clearance. 

This is how you can request a refund or credit for service failure under our FedEx Ground Money-Back Guarantee policy. 

  • Complete the FedEx Ground Money-Back Guarantee Request Form.

  • You will receive a response within seven business days with the status of your request.**

  • For invoiced shipments, requests for refund or credit for service failure must be submitted within 15 calendar days after the original invoice date for invoiced shipments.

  • For shipments paid by cash or credit card, the claim must be submitted within 15 days of the shipment date.

  • You may also request a refund or credit by calling 1.800.GoFedEx 1.800.463.3339 and using our automated telephone system. Please note that this option is not available for shipments tendered at a FedEx Authorized ShipCentre® or FedEx Ship Centre location.

Holiday Delivery Commitment Times

Effective February 18, 2025

For the shipping services noted below, packages for delivery within Canada on Tuesday, February 18, 2025 and Wednesday, February 19, 2025 with a scheduled commitment time between 10:30 a.m. and 3 p.m. will have the published delivery commitment time extended by 90 minutes as we prepare for higher-than-normal delivery volumes.

Intra-Canada Service

  • FedEx Priority Overnight®

International Services (Canada-Import)

  • FedEx International Priority® Express
  • FedEx International Priority®
  • FedEx International Priority DirectDistribution®

Submit a Money-Back Guarantee Request

Choose one of the options from the drop-down menu.

For invoiced shipments, requests for a credit or refund due to service failure must be submitted within 15 calendar days of the original invoice date.


  † Some restrictions apply. See Terms and Conditions section of the FedEx Service Guide for details.
** Subject to the successful receipt of your form. You may experience a delay in response times during peak periods.