FedEx Service Guide Money-Back Guarantee. At our option, we will, upon request, either refund or credit your transportation charges in the event of a service failure (which means delivery of your package 60 seconds or more after the published delivery commitment time for the selected service and destination, except as otherwise described in these terms and conditions). This money-back guarantee is your exclusive remedy in the event of a service failure for the recovery of all or any portion of the FedEx charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of charges for a service failure. There are no delivery commitments for shipments on which the money-back guarantee is suspended.

Limitations. The following limitations apply:

1. Credits for transportation charges will be applied to the payer’s account only, and refunds will be made payable to the payer only.
2. Only one refund or credit is permitted per package. In the case of multiple-piece shipments, the money-back guarantee applies to each package in the shipment. If a service failure occurs for any package within the shipment, a refund or credit will be given only for the portion of the transportation charges applicable to that package.
3. The money-back guarantee for package services destined for areas outside our primary service areas applies only to the portion of the transportation provided directly by us. The money-back guarantee for FedEx Express Freight services destined for areas outside our primary service areas applies to the portion of the transportation provided directly by us and may also apply to the portion of the transportation provided by the cartage agent (see the Cartage Agent section for details).
4. Shipments scheduled for delivery on a holiday will be delivered the next business day. Observance of local holidays (e.g., Mardi Gras, St. Patrick’s Day) may cause delivery delays. In both circumstances, the delivery commitment for application of the money-back guarantee policy will be extended for a period equal to the length of the holiday.
5. If a delivery later than the original delivery commitment time is requested by the shipper or recipient before the first delivery attempt is made, the delivery commitment time for application of the money-back guarantee policy will be adjusted to account for the requested delivery date and/or time.
6. If the shipper or recipient informed FedEx that the recipient location is closed on a certain day or at a certain time, the delivery commitment time for application of the money-back guarantee policy will be the next business day at the delivery commitment time for the service originally selected.

Exceptions. FedEx will not be obligated to refund or credit your transportation charges if:

1. We provide you with proof of timely delivery, consisting of the date and time of delivery and, if applicable, the name of the person who signed for the shipment, or service-exception information reflecting that the failure to deliver timely resulted from circumstances described under the Liabilities Not Assumed section.
2. The service failure resulted, in whole or in part, from any of the circumstances described under the Liabilities Not Assumed section.
3. The payer’s FedEx account number was not in good credit standing, or payment instructions were invalid, and delivery was delayed until payment arrangements were secured.
4. The shipment was scheduled for delivery on the Wednesday immediately prior to Thanksgiving via any FedEx Express U.S. or FedEx Express Freight U.S. service, and was delivered within 90 minutes of the published delivery commitment time for the selected service and destination.
5. The shipment was scheduled for delivery during the seven calendar days before Christmas Day via any FedEx Express U.S. or FedEx Express Freight U.S. service, and was delivered by the end of the day on the published delivery commitment date for the selected service and destination.
6. The shipment was rerouted from the delivery address to a Hold at Location address.
7. The shipment was undeliverable or returned.
8. The shipment contained dangerous goods or dry ice.
9. The shipment was delayed due to an incorrect address or ZIP code or the unavailability or refusal of an appropriate or eligible person to accept delivery or sign for the package.
10. The shipment was delayed due to security or other regulatory delays, including permanent, regular, or daily security procedures at the recipient location.

Refund or Credit Requests. To qualify for a refund or credit due to a service failure, you must notify us of the service failure and request a refund or credit of your transportation charges in compliance with the conditions listed below. If you do not comply with these conditions, you are not entitled to receive a refund or credit and cannot recover compensation for a service failure in any lawsuit.

1. You may request a refund or credit of transportation charges due to a service failure in the following ways:
2. Use our internet application FedEx Billing Online at fedex.com if you are a registered user; or
3. Submit your request through the invoice adjustment feature at fedex.com; or
4. Submit the request via our telephone invoice adjustment system at 1.800.GoFedEx 1.800.463.3339 (say “billing”).
5. For FedEx SameDay or FedEx SameDay Freight requests, submit your request via our telephone billing option at 1.800.399.5999. Note: Requests for a refund of FedEx Delivery Manager delivery-option fees must be made by the recipient online at fedex.com/billing adjustment. See FedEx Delivery Manager Terms in the fedex.com Terms of Use.
6. Your notification of a service failure must include your FedEx account number, if any; the FedEx tracking number; and the date of the shipment.
7. All requests for refund or credit of transportation charges must be received via one of the approved channels within 15 calendar days of the invoice date or within 15 calendar days from the ship date if you are paying by credit card or in advance by cash, check or money order.
8. A partial payment against an invoice is not considered a request for invoice adjustment or notice of a refund request. A notification of the reason for an unpaid charge with your payment is not considered a request for an invoice adjustment or notice of a refund request if the reason relates to a service failure.

FedEx Service Guide Money-Back Guarantee.

For U.S.-based payers, we will, at our option, and upon request, either refund or credit to the applicable invoice only your transportation charges if we deliver a shipment 60 seconds or more after the applicable delivery commitment time. The money-back guarantee applies to shipments tendered using the following services: FedEx International First, FedEx International Next Flight, FedEx International Priority, FedEx International Priority Freight, FedEx International Economy, FedEx International Economy Freight, FedEx International Priority DirectDistribution, FedEx International Priority DirectDistribution Freight and FedEx International Premium. It does not apply to FedEx International MailService. This money-back guarantee is your exclusive remedy in the event of a service failure for the recovery of all or any portion of the FedEx charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of charges for a service failure. There are no delivery commitments for shipments on which the money-back guarantee is suspended.

Limitations. The following limitations apply:

1. Credits for transportation charges will be applied to the payer’s account only, and refunds will be made payable to the payer only.
2. Only one refund or credit is permitted per package. In the case of multiple-piece shipments, this money-back guarantee applies to each package in the shipment. If a service failure occurs for any package within the shipment, a refund or credit will be given only for the portion of the transportation charges applicable to that package. For FedEx International Priority DirectDistribution and FedEx International Priority DirectDistribution Freight, the money-back guarantee is prorated based on the number and weight of packages within the shipment where delivery is not completed by the service commitment.
3. A credit or refund under our money-back guarantee policy will be applied only against charges for the shipment giving rise to the credit.
4. An exact delivery commitment time can be obtained only by telephoning International Customer Service and supplying us with all of the following:
   – Commodity being shipped
   – Date of the shipment
   – Exact destination
   – Weight of the shipment
5. Value of the shipment Any transit time published in the FedEx Service Guide or elsewhere, or quoted by Customer Service without the above five required facts, is only an estimate and is not a stated delivery commitment time. You agree that our records regarding quoted delivery times will constitute conclusive proof of any such quotes. 5. If a delivery later than the original delivery commitment time is requested by the shipper or recipient before the first delivery attempt is made, the delivery commitment time for application of the money-back guarantee policy will be adjusted to account for the requested delivery date and/or time. However, the money-back guarantee may not apply to certain shipments for which the recipient has requested to modify or customize delivery through methods approved by FedEx.
6. If the shipper or recipient informed FedEx that the recipient location is closed on a certain day or at a certain time, the delivery commitment time for application of the money-back guarantee policy will be the next business day at the delivery commitment time for the service originally selected.
7. This money-back guarantee does not apply to requests for invoice adjustment based on overcharges (see the Billing section) or shipments to P.O. box addresses acceptable for delivery (see the Post Office Box Addresses section).
8. The money-back guarantee for shipments destined for our extended service areas applies only to the portion of the transportation provided directly by us.
9. This money-back guarantee applies only to transportation charges paid by U.S.-based payers and does not apply to duties, taxes or other charges, including ancillary clearance service fees.
10. Holidays in international locations will affect our transit times. Contact International Customer Service for information on delivery commitments that may be affected due to the observance of these holidays. Deliveries normally scheduled to be made on the day of holiday observance will be rescheduled for delivery on the next business day. The delivery commitment for application of the money-back guarantee policy will be extended for a period equal to the length of the holiday.
11. If the sender or recipient specifies a customs broker other than FedEx or the broker selected by FedEx (where this service is available), notification may be given to the broker by 12 p.m. on the first business day the shipment is available for customs clearance in the destination country, and such notification constitutes timely delivery.
12. For FedEx International Next Flight service, the quoted delivery time may be changed for many reasons, including, but not limited to, the following: flight delays or cancellations due to air traffic control, weather or mechanical problems. If the delivery commitment is changed, the money-back guarantee will only be applicable to the latest quoted delivery time.

Exceptions. FedEx will not be obligated to refund or credit your transportation charges if:

1. We provide you with proof of timely delivery, consisting of the date and time of delivery and, if applicable, the name of the person who signed for the shipment, or service-exception information reflecting that the failure to deliver timely resulted from circumstances described under the Liabilities Not Assumed section.
2. The service failure resulted, in whole or in part, from any of the circumstances described under the Liabilities Not Assumed section.
3. The payer’s FedEx account number was not in good credit standing, or payment instructions were invalid, and delivery was delayed until payment arrangements were secured.
4. The shipment was scheduled for delivery on the Wednesday immediately prior to Thanksgiving via any FedEx Express international or FedEx Express Freight international service, and was delivered within 90 minutes of the published delivery commitment time for the selected service and destination.
5. The shipment was scheduled for delivery during the seven calendar days before Christmas Day via any FedEx Express international or FedEx Express Freight international service, and was delivered by the end of the day on the published delivery commitment date for the selected service and destination.
6. The shipment was undeliverable or returned.
7. The shipment contained dangerous goods or dry ice.
8. The shipment was delayed due to an incorrect address or to the unavailability or refusal of an appropriate or eligible person to accept delivery or sign for the package.
9. The shipment was delayed due to customs or regulatory delays, including, but not limited to, any delays resulting from compliance with advance notice or prior notice requirements.
10. The delay in delivery was caused by adherence to FedEx policies regarding the payment of duties and taxes prior to customs clearance or at delivery.
11. Incorrect FedEx tracking numbers were applied to the subject package or shipment by customers using FedEx electronic shipping devices.
12. Complete recipient information was not provided at the time of tender to FedEx. Complete recipient information must be provided on either the air waybill or through any FedEx electronic shipping device.
13. You did not book an international freight shipment as required.
14. Refund or Credit Requests. To qualify for a refund or credit due to a service failure, you must notify us of the service failure and request a refund or credit of your transportation charges in compliance with the conditions listed below. If you do not comply with these conditions, you are not entitled to receive a refund or credit and cannot recover compensation for a service failure in any lawsuit.
15. You may request a refund or credit of transportation charges due to a service failure in the following ways: a. Use our internet application FedEx Billing Online at fedex.com if you are a registered user; or b. Submit your request through the invoice adjustment feature at fedex.com; or c. Submit the request via our telephone invoice adjustment system at 1.800.GoFedEx 1.800.463.3339 (say “billing”).
16. Your notification of a service failure must include your FedEx account number, if any; the FedEx tracking number; and the date of the shipment.
17. All requests for refund or credit of transportation charges must be received via one of the approved channels within 15 calendar days of the invoice date or within 15 calendar days from the ship date if you are paying by credit card or in advance by cash, check or money order.

4. A partial payment against an invoice is not considered a request for invoice adjustment or notice of a refund request. A notification of the reason for an unpaid charge with your payment is not considered a request for an invoice adjustment or notice of a refund request if the reason relates to a service failure.

A. FedEx Service Guide Money-Back Guarantee. The money-back guarantee is your exclusive remedy in the event of a service failure to recover all or any portion of the FedEx charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of costs for a service failure. There are no delivery commitments for shipments on which the money-back guarantee is suspended.

1. FedEx Ground Money-Back Guarantee.

At our option, we will, upon request, either refund or credit your transportation charges in the event of a service failure (which means if FedEx does not deliver the shipper’s standard ground and multiweight ground package[s] by the end of the scheduled delivery day as published on fedex.com).

2. FedEx Home Delivery Money-Back Guarantee.

At our option, we will, upon request, either refund or credit your transportation charges and residential surcharge in the event of a service failure (which means if FedEx does not deliver the shipper’s residential package[s] by the end of the scheduled delivery day as published on fedex.com). For shipments designated as FedEx Date Certain Home Delivery, FedEx Evening Home Delivery, or FedEx Appointment Home Delivery, see the FedEx Home Delivery Money-Back Guarantee for Convenient Delivery Options section below.

3. FedEx Home Delivery Money-Back Guarantee for Convenient Delivery Options.

At our option, we will, upon request, either refund or credit your transportation charges, residential surcharge, and the applicable convenient delivery option charge in the event of a service failure (which means if FedEx does not provide the FedEx Home Delivery convenient delivery option service requested for the shipper’s package[s], as described below).

a. FedEx Date Certain Home Delivery Money-Back Guarantee. The FedEx Date Certain Home Delivery Money-Back Guarantee applies if the shipment is not delivered on the valid date requested. To be considered valid, the requested date must be no earlier than the scheduled delivery as published on FedEx. com; cannot be a Sunday, a Monday, or a FedEx holiday; and must be within 14 days from the pickup date. If the delivery date requested is invalid, the FedEx Date Certain Home Delivery Money-Back Guarantee will not apply.

b. FedEx Evening Home Delivery Money-Back Guarantee. The FedEx Evening Home Delivery Money-Back Guarantee applies if the shipment is not delivered between 5 and 8 p.m. on or before the scheduled delivery date as published on fedex.com.

c. FedEx Appointment Home Delivery Money-Back Guarantee. The FedEx Appointment Home Delivery Money-Back Guarantee applies if the shipment is not delivered within one hour before or after the time, and on the date, requested by the recipient and agreed to by FedEx.

B. Limitations. The following limitations apply:

1. A credit or refund under the money-back guarantee will be applied only against charges for the shipment giving rise to the credit.
2. At the sole discretion of FedEx, the money-back guarantee may not be honored when the request is made by, or the information utilized to determine the status of the package is determined by, a third party other than the payer of the charges.
3. The FedEx Ground Money-Back Guarantee applies to deliveries within the U.S. For shipments destined to Canada, the FedEx Money-Back Guarantee only applies to transportation charges related to brokerage-inclusive service.
4. If FedEx Ground utilizes the U.S. Postal Service or an interline cartage agent for delivery to remote rural areas, the money-back guarantee only applies to the portion of transportation provided directly by FedEx Ground.
5. Packages tendered to FedEx Ground for delivery on the day after Thanksgiving will be scheduled for delivery on that day if the recipient business is open, but in any event, the delivery commitment will be extended to the next business day for application of the money-back guarantee.
6. Packages tendered for delivery on holidays that are business days for FedEx Ground (for example, Good Friday and Presidents Day) will be scheduled for delivery on that day if the recipient business is open. However, if the recipient business is known by FedEx Ground to be closed due to the holiday, the packages will be scheduled for delivery on the next business day the recipient is open, but the money-back guarantee will not apply.
7. To be eligible for the FedEx Home Delivery Money-Back Guarantee for Convenient Delivery Options, the shipper must have fulfilled the following conditions:
8. Prepare and attach to each package a 128 bar-code label showing the delivery option requested. The shipper must also provide FedEx Ground with the required electronic information for the service level selected.
9. Convenient delivery options are offered at the shipment level. To qualify as a shipment, one or more packages must have the following:

– The same shipper number

– The same origin location

– The same ship date

– The same recipient address

– The same convenient delivery option selected

8. If a delivery later than the original scheduled delivery day or time is requested by the shipper or recipient before the first delivery attempt is made, the delivery commitment for application of the money-back guarantee policy will be adjusted to account for the requested delivery date and/or time.
9. If the shipper or recipient informed FedEx that the recipient location is closed on a certain day or at a certain time, or unavailable to accept delivery, the delivery commitment for application of the money-back guarantee policy will be the next business day

C. Exceptions. FedEx will not be obligated to refund or credit your transportation charges, residential surcharge or convenient delivery option charge if:

1. We provide you with proof of timely delivery, consisting of the date and time of delivery and, if applicable, the name of the person who signed for the shipment, or service-exception information reflecting that the failure to deliver timely resulted from circumstances described under the Liabilities Not Assumed section.
2. The service failure resulted, in whole or in part, from any of the circumstances described under the Liabilities Not Assumed section.
3. The shipper did not properly label the package in accordance with the FedEx Service Guide, including, without limitation, affixing the correct business name and contact name (for FedEx Ground packages) or recipient name (for FedEx Home Delivery packages) and deliverable address (number, street, city, state, and a five-digit ZIP code) and correctly placing the customer-specific FedEx Ground or FedEx Home Delivery bar-code label on the package. For FedEx Home Delivery packages, the shipper must print the letter “H” (Home) on the address label in accordance with the FedEx Home Delivery label specifications.
4. The shipper did not timely and accurately transmit all electronic package-level data required, including, but not limited to, any electronic package-level data necessary for package sorting by FedEx Ground, to the extent required by the Shipper’s Agreement with FedEx Ground. For FedEx Appointment Home Delivery shipments, a valid telephone number for the recipient must be included in the data-entry information when the shipment is processed.
5. The package was not picked up by a FedEx Ground driver at the shipper’s location or an alternate address location, at a FedEx Office Print and Ship Center, at a FedEx Ship Center, or at a FedEx Authorized ShipCenter prior to that location’s regular scheduled pickup time. If a package is accepted by FedEx Ground after a location’s regular scheduled pickup time, an additional transit day may be added to the scheduled delivery date.
6. The package was tendered for transportation on the Monday after Thanksgiving through Christmas Eve.
7. The shipment contained special instructions, including, but not limited to, FedEx Ground Call Tag service and FedEx Delivery Signature Options.
8. There was an unexpected large release of packages from your shipping location.
9. A charge for additional handling or address correction applied; see Rates in the FedEx Service Guide for details.
10. FedEx received a request to redirect the shipment from a delivery address to a Hold at Location address.
11. The package was unauthorized (see the Package Restrictions [Size and Weight] section).
12. The shipment was undeliverable or returned.

D. Refund or Credit Requests. To qualify for a refund or credit due to a service failure, you must notify us of the service failure and request a refund or credit in compliance with the conditions listed below. If you do not comply with these conditions, you are not entitled to receive a refund or credit and cannot recover compensation for a service failure in any lawsuit.

1. You may request a refund or credit due to a service failure in the following ways:
   a. Use our internet application FedEx Billing Online at fedex.com if you are a registered user; or
   b. Submit your request through the invoice adjustment feature at fedex.com; or
   c. Submit the request via our telephone invoice adjustment system at 1.800.GoFedEx 1.800.463.3339 (say “billing”). Note: Requests for a refund of FedEx Delivery Manager delivery-option fees must be made by the recipient online at fedex.com/billingadjustment. See FedEx Delivery Manager Terms in the fedex.com Terms of Use.
2. Your notification of a service failure must include your FedEx tracking number and invoice number, if applicable.
3. All requests for a refund or credit must be received via one of the approved channels within 15 calendar days of the invoice date or within 15 calendar days from the ship date if you are paying by credit card or in advance by cash, check or money order.
4. A partial payment against an invoice is not considered a request for invoice adjustment or notice of a refund request. A notification of the reason for an unpaid charge with your payment is not considered a request for an invoice adjustment or notice of a refund request if the reason relates to a service failure.

FedEx Service Guide Money-Back Guarantee.

At our option, we will, upon request, either refund or credit your transportation charges in the event of a service failure (which means delivery of your shipment 60 seconds or more after the published delivery commitment time for the selected service and destination, except as otherwise described in these terms and conditions). This money-back guarantee is your exclusive remedy in the event of a service failure for the recovery of all or any portion of the FedEx charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of charges for a service failure. There are no delivery commitments for shipments on which the money-back guarantee is suspended.

B. Limitations.

The following limitations apply to any refund or credit related to a service failure:

1. A credit or refund under the money-back guarantee will be applied only against charges for the shipment giving rise to the credit.
2. At the sole discretion of FedEx, the money-back guarantee may not be honored when the request is made by, or the information utilized to determine the status of the shipment is determined by, a third party other than the payer of the charges.
3. The FedEx SameDay City Money-Back Guarantee applies only to deliveries within the U.S.
4. Shipments tendered for delivery on holidays that are business days for FedEx (for example, Good Friday and Presidents Day) will be scheduled for delivery on that day if the recipient business is open. However, if the recipient business is known by FedEx to be closed due to the holiday, the shipments will be scheduled for delivery on the next business day the recipient is open, but the money-back guarantee will not apply.
5. If a delivery later than the original scheduled delivery time is requested by the shipper or recipient before the first delivery attempt is made, the delivery commitment for application of the money-back guarantee policy will be adjusted to account for the requested delivery time.
6. If the shipper or recipient informed FedEx that the recipient location is closed on a certain day or at a certain time, or unavailable to accept delivery, the delivery commitment for application of the money-back guarantee policy will be the next business day.

Exceptions. FedEx will not be obligated to refund or credit your transportation charges or convenient delivery option charge if:

1. We provide you with proof of timely delivery, consisting of the date and time of delivery and, if applicable, the name of the person who signed for the shipment, or service-exception information reflecting that the failure to deliver timely resulted from circumstances described under the Liabilities Not Assumed section.
2. The service failure resulted, in whole or in part, from any of the circumstances described under the Liabilities Not Assumed section.
3. The shipper did not properly label the shipment in accordance with the FedEx Service Guide, including, without limitation, affixing the correct business name and contact name and deliverable address (number, street, city, state, and a five-digit ZIP code) and correctly placing the customer-specific FedEx SameDay City bar-code label on the package.
4. The shipment was not picked up by a FedEx driver at the shipper’s location or an alternate address location, at a FedEx Office Print and Ship Center, at a FedEx Ship Center, or at a FedEx Authorized ShipCenter prior to that location’s regular scheduled pickup time.
5. The shipment contained special instructions, including, but not limited to, FedEx Delivery Signature Options or change in delivery commit time.
6. There was an unexpected material increase in the number of packages tendered from your shipping location.
7. A charge for additional handling or address correction applied; see Rates in the FedEx Service Guide for details.
8. FedEx received a request to redirect the shipment from a delivery address to a Hold at Location address.
9. The package was unauthorized (see the Package Restrictions [Size and Weight] section).
10. The shipment was undeliverable or returned.
11. The shipment contained hazardous materials.
12. The shipment was delayed due to an incorrect address or ZIP code or the unavailability or refusal of an appropriate or eligible person to accept delivery or sign for the shipment, including signatures obtained via FedEx Delivery Signature Options.
13. The shipment was delayed due to security or other regulatory delays, including permanent, regular, or daily security procedures at the recipient location.
14. The shipment was not properly prepared in accordance with DOT regulations and FedEx SameDay City requirements.

D. Refund or Credit Requests. To qualify for a refund or credit due to a service failure, you must notify us of the service failure and request a refund or credit in compliance with the conditions listed below. If you do not comply with these conditions, you are not entitled to receive a refund or credit and cannot recover compensation for a service failure in any lawsuit.

1. You may request a refund or credit due to a service failure by submitting the request via our telephone billing option at 1.800.399.5999 (option 4).
2. Your notification of a service failure must include your FedEx tracking number and invoice number, if applicable.
3. All requests for a refund or credit must be received via one of the approved channels within 15 calendar days of the invoice date or within 15 calendar days from the ship date if you are paying by credit card.
4. A partial payment against an invoice is not considered a request for invoice adjustment or notice of a refund request. A notification of the reason for an unpaid charge with your payment is not considered a request for an invoice adjustment or notice of a refund request if the reason relates to a service failure.