FedEx lost package

[anyaterplan]

To whom it may concern at Canon,

I hope you are doing well! My name is Anya Terplan, and I ordered the Powershot Elph 360 HS (Silver) on June 5th, 2026. 

As of today, June 18th, I have been in contact with FedEx regarding my shipment, as the tracking information has not shown any movement since June 6th. On June 17th, FedEx confirmed that the package is lost and has advised me to proceed through Canon for a refund. 

I have already contacted Canon regarding this, and I understand that a claim report has been submitted. I was informed that it will take 7-10 business days to receive a call regarding the claim resolution. 

While I understand that this situation was not caused by Canon, I am very disappointed by the loss of such an expensive item and would appreciate confirmation that I will receive a full refund for the product. I would also appreciate any additional information you can provide regarding the next steps in the refund process and the expected timeline for a resolution.

[jrhoffman75]

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@anyaterplan wrote:

To whom it may concern at Canon,

I hope you are doing well! My name is Anya Terplan, and I ordered the Powershot Elph 360 HS (Silver) on June 5th, 2026. 

As of today, June 18th, I have been in contact with FedEx regarding my shipment, as the tracking information has not shown any movement since June 6th. On June 17th, FedEx confirmed that the package is lost and has advised me to proceed through Canon for a refund. 

I have already contacted Canon regarding this, and I understand that a claim report has been submitted. I was informed that it will take 7-10 business days to receive a call regarding the claim resolution. 

While I understand that this situation was not caused by Canon, I am very disappointed by the loss of such an expensive item and would appreciate confirmation that I will receive a full refund for the product. I would also appreciate any additional information you can provide regarding the next steps in the refund process and the expected timeline for a resolution.

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Sorry to hear about your problem.

This is a user forum. We have no way of doing what you are looking to achieve. You need to contact Canon directly. Since you say you already did that you should followup with the folks you already contacted.

[Tintype_18]

Porch pirates, I bet.

[SignifDigits]

I'm very sorry to hear about your loss.  My experience has been that Canon requires signature for most deliveries.

I have had a similar issue.  I have confidence that Canon will take care of you.  The best way to get updates is by calling Canon.  Oddly enough I think you have to choose the "help with a new purchase" option on the phone to get to a person that can assist you with status.

[ebiggs1]

" I have been in contact with FedEx regarding my shipment, ..."

I think your claim is with FedEx not Canon. FedEx should be able to tell you if it was delivered.  If you did not get it insured I think the FeEx liability is $100 bucks. But FedEx is the responsible party in this not Canon..

[Tintype_18]

May be a good case for a doorbell camera to show visitors, deliveries, etc. 

[shadowsports]

Products shipped by Canon USA are insured. If they are lost, stolen, misdelivered, etc, a claim needs to be filed with the carrier and an investigation is performed.  Resolution occurs at the conclusion of the investigation.

You need to contact the Canon sales department at 1-800-385-2155 and the carrier to make a claim.  Nothing will happen if this isn't done.  If this has been done, you need to wait while the investigation is performed.  The investigation is performed by the carrier. It typically takes about 2 weeks.  Canon has no involvement with the investigation besides providing the name, shipping address and tracking information.

After a reasonable period of time press the carrier for resolution.  Carriers lose stuff all the time and they make you wait because they hope it's going to show up. 

If it doesn't, Canon can help after that.  Replacement, refund, etc.

[ebiggs1]

It's a bummer for sure. Hope it gets solved to your satisfaction.