What to Do if You Receive a Damaged Package?

Receiving a damaged package is frustrating, but acting quickly and following the right steps will give you the best chance of a successful claim. Here's what you need to know. 

Step 1: Document Everything Immediately

Before touching or moving anything, take clear photos of:

• The outer packaging and box as it appeared upon delivery.
• The inner packaging materials (e.g. foam, bubble wrap, inserts, etc.).
• The damaged item(s) inside, including the placement of the item within the internal packaging.

Do not throw away any packaging materials. Keep everything — the box, wrapping, and damaged contents — exactly as you received it. FedEx may request a physical inspection before resolving your claim.

Step 2: Contact Us

Reach out to our support team at product@inex.ca and we will file the claim on your behalf. To get started, please have the following ready:

• Your tracking number
• Detailed merchandise description (brand, size, color, and serial numbers)
• Photos of the damage (outer packaging, inner packaging, and contents)
• Proof of value such as a receipt, invoice, or order confirmation
• Include the following:
  • Describe the extent of the damage
  • Does the item still work properly? If not, please describe why not.
  • Is the item repairable? If yes, please provide the estimated repair cost. If not, please explain why it cannot be repaired.

Step 3: Be Aware of Deadlines

Claims must be submitted within strict time limits:

• Damaged or missing contents: within 21 calendar days of delivery
• Lost or undelivered packages: within 9 months of the shipment date

The sooner you reach out, the better — don't wait on this.

What Happens Next?

Once we have all the necessary information, we will submit the claim to FedEx on your behalf and get back to you on their decision. 

The single biggest factor in a successful claim is the quality and completeness of your photo evidence. Clear, thorough photos of the damage taken immediately upon delivery significantly increase the likelihood of approval. Without proper documentation, even valid claims can be denied.

Important Reminders

• The default maximum payout without additional insurance is $100 CAD for most carriers. If you are shipping high-value items, we strongly recommend purchasing additional insurance at the time of creating your shipment.
• Weather-related damage is typically not covered under standard carrier claims.

Disclaimer: The information provided in this guide is based on publicly available carrier guidelines and is intended to help you prepare the strongest possible claim. While we will always file the claim on your behalf, the outcome is ultimately at the carrier's discretion. Inex is not responsible for the result of any claim filed.

Have questions or need help filing a claim? Contact our support team and we'll be happy to assist.