Billing / Invoice FAQ's

ShowTop Three Questions
How can I request a copy of my invoice / awb / credit note?

I would like to send a package, can you arrange to have it picked-up?

I received an invoice, but it does not show my discount?

  • Please check if weight and service correspond with the information on your awb.
  • Please note that no discount is being applied on the FedEx Economy Service or FedEx 10 kg & 25 kg Box Service.
  • Contact our Customer Service.
  • Or send an email to and mention invoice and awb number. If possible, an additional remark of the reason (difference with the prices received from the Sales representative, difference with the prices mentioned at pickup request...) is an advantage.

ShowGeneral Questions
The package arrived damaged / late and I wish to file a claim. How/what should I do?

You need to send a written document ( fax / email / letter) and send it to the FedEx Claims department:

  • Fax: 044 874 42 85
  • Email: for Swiss customers
  • Address information:
    FedEx - Customer Services
    Claims Department
    Feldeggstrasse 5
    CH-8152 Glattbrugg

Attention: A claim must be submitted within 21 days after delivery of the shipment if your shipment is damaged or within 9 months after the package was tendered to FedEx when your shipment is lost.

How do I receive a refund or adjustment to my invoice?

Refund/Adjustment: Please contact our Customer Service or email to
You can always register for FedEx Invoice Online, where you can access your invoice information and file a dispute email.

How can I open an account with FedEx?

At time of pick-up, you can contact our Customer Service and they will assist you in opening an account. This will be subject to certain conditions.
You can also open an account online.

How do I fill in my awb?

You can find all details on our website: "Shipping Guide"
You can always contact our Customer Service.

Why do I receive 2 invoices for the same shipment?

On a FedEx awb you have 2 billing options. One option for the freight charges, one option for the duty and tax charges. These charges are always billed on a separate invoice. 

So you can check if it concerns a Freight invoice or a Duty and Tax invoice:

  • Freight invoice: On this invoice FedEx charges you the transportation costs to send a shipment.
  • Duty and tax invoice: This invoice is the charge FedEx has to pay to Swiss customs to have your shipment declared.

You can always contact our Customer Service or send an email to to get more info.

Address information :
FedEx Express Europe Inc.
Customer Service
Rue des Ateliers 9
CH-1217 Meyrin

Can I get the price / rate for a shipment I would like to send?

You can contact our Customer Service if you already have your shipping details.

Can I get the price / rate for a shipment I have sent but not invoiced yet?

You can contact our Customer Service

Can my invoice be sent to an additional address?

Yes, this is possible, you should contact our Customer Service to communicate the requested details. You can contact Customer Service or send an email to

What is a dimensional weight and how do you calculate this?

  • The dimensional weight is the "volume" weight of a package. If this volumetric weight is higher than the actual weight, than this will be charged.
    The charges only apply on your own packaging, not the FedEx packaging.
  • How is this calculated:
    Calculation is based on the length , height and width of your package

Dim weight in Kilos= Length X width X height ( in CM )

Dim weight in Pounds = Length X width X height( in inches )


How is the fuel surcharge calculated?

  • The fuel surcharge is not a fix charge, but rated on a monthly basis and can be checked on

How are the duty / tax calculated?

To get the exact calculation or information on duty and tax charges you should contact our Customer Service.

The duty /tax charge is incorrect. How do I dispute these charges?

If your custom document is incorrect you need to file a claim at our Customs department. Also the invoice with all the supporting documents need to be returned to FedEx to be able to file a dispute at the Customs Authorities.

Address information:
FedEx Express Europe Inc
Customer Service
Rue des Ateliers 9
1217 Meyrin

How can I register for an invoicing on line access?

  • You can find the register form on the FedEx  home page.


Can I have a statement of my account?

  • You can send an email / call / fax our Customer Service:
    Phone: 0848 1 33339 (0.08 CHF./min from a Swiss landline; mobile charges depend on provider) Fax: 022 741 58 29

    Address information:
    FedEx Express Europe Inc.
    Customer Service
    Rue des Ateliers 9
    1217 Meyrin

What methods of payments may I use for my FedEx shipment?

You can pay your FedEx invoice

  • with the giroslip attached to your invoice
  • by credit card at time of pick-up. Please check your "expiry date", as this needs to be valid
  • by credit card, linked to your FedEx account number
  • by bank transfer to the bank account indicated on our invoices

Please address any requests concerning payment options at Customer Service:

  • by phone at 0848 1 33339 (0.08 CHF./min from a Swiss landline; mobile charges depend on provider)
  • by fax at 022 741 58 29
  • by email to

What is the mailing/email address to reach the invoicing department?

FedEx Express Europe Inc.
Customer Service
Rue des Ateliers 9
1217 Meyrin