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Do UPS, FedEx guarantee on-time delivery? Sometimes not

The big companies allow themselves an out when they guarantee on-time delivery. It's not necessarily guaranteed during the holidays.

By MSN Money Partner Jan 8, 2014 5:07PM

This post comes from Allison Martin at partner site Money Talks News.

Money Talks News on MSN MoneyNow that the dust is settled and all the delayed holiday packages are (hopefully) where they're supposed to be, we couldn't help but wonder: Do UPS and FedEx guarantee on-time delivery of packages or you get your money back?

Sometimes they do, but sometimes they don't, says Mouse Print, a website dedicated to looking at all of the fine print most of us can't be bothered about.

A United Parcel Service (UPS) driver walks back to his truck after making a delivery in Glendale, Calif.
© Kevork Djansezian/Getty Images
It notes that the UPS service guarantee says:

UPS air and international shipments picked up or delivered within the United States are guaranteed throughout the holiday season unless otherwise noted on Commitment times for air and international shipments delivered within the U.S. will be extended by 90 minutes the following days: Nov. 29, Dec. 18-24, and Dec. 31. The guarantee is suspended for UPS Ground and UPS Standard packages picked up or scheduled for delivery between Dec. 11 and Dec. 24.

CBS News reported after the Christmas delivery fiasco that a UPS spokesperson said refunds would be offered only to air and international customers. If you used ground or standard shipping through UPS, you're out of luck -- unless the retailer you ordered from offers to refund the shipping.

At first glance, FedEx seems to be a bit more generous. But Mouse Print noted these exceptions:

We offer a money-back guarantee for our services. This guarantee can be suspended, modified or revoked at our sole discretion without prior notice to you.


The money-back guarantee for FedEx Ground and FedEx Home Delivery services will be suspended temporarily for packages tendered during the 14 calendar days before Wednesday, Dec. 25, 2013 (Wednesday, Dec. 11, through Tuesday, Dec. 24).

Mouse Print adds that FedEx express services allow an extra 90 minutes to make deliveries at certain times, just as UPS does.

"The bottom line is that these companies have tried to absolve themselves of on-time delivery responsibilities, and have been relatively silent about how they would make good for disappointed shoppers," Mouse Print says.

I guess you'll just have to plan ahead next year, as delivery "guarantees" may not be applicable when you need them most. Oh, and read the fine print next time.

Have your late Christmas packages been delivered?

More on Money Talks News:

Jan 8, 2014 6:19PM
I do a lot of online business and fully support both of these delivery systems, they do a great job and try to please.... sure mistakes are made and a package might get delayed or even lost on occasion but it is rare..... They don't make near as many mistakes as the people in the White House, they also won't lie to you.
Jan 8, 2014 7:36PM
The people that complained about not getting present's in time for Christmas get over it.  I can not believe it ruined Christmas for kid's that did not get a certain gift on time.  I guess you have no clue the real meaning of Christmas and neither do you'r kid's.
Jan 8, 2014 7:52PM
get off your lazyasses go to store walk around lose some fat and then  you have no one to blame
Jan 8, 2014 8:17PM

The best way to deal with this is to contact the vendor and ask them for a refund. If they decline then cancel the order and find someone else to deal with. The vendor selected the shipping company and the vendor is responsible for getting your order to you on time. If they fail to do that they should refund the shipping cost and then deal with their shipper.


If Amazon has to make refunds they have a much better chance of getting reimbursed from UPS than you do.

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