Did you get a Hex shipment notification that included a FedEx tracking number, but your package is lost or stolen? 


Unfortunately, Hex cannot be held responsible or reship packages that were lost or stolen after they have left our warehouse. In the event that your package is lost or stolen, a claim will need to be filed with FedEx. Claims with FedEx are not guaranteed to be approved. Ultimately, it is the responsibility of the customer to track their package with the tracking number provided by Hex at the time of shipment, to ensure proper arrangements are made to receive the package on the FedEx estimated delivery day/time.


If you cannot make proper arrangements to be present when your Hex package is estimated to arrive, please contact FedEx directly to make delivery arrangements. For more information, visit FedEx.com or call 800.GoFedEx (800.463.3339).


To file a claim directly with FedEx, please visit the FedEx Claim Resolution Center.  

Another option would be to call FedEx at 1-800-463-3339 and have your tracking number handy. Ask to track a package and give them your tracking number. Once it says a result press "0" and this will transfer you to a live agent.  Ask to file a trace case and provide that trace case number to Hex customer service here.  If the package is lost, please contact customer service at 1-833-886-9757.  We will assist you in looking at options once a trace case has been created.


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