Returning Party Questions:
1. I have questions on the customs paperwork requirements for the international return shipment. Who do I call?
Please contact Customer Service.
2. I lost the return label and customs documentation I was sent. What do I do?
A new label and customs documentation can be created for you if you contact the party who sent it to you. A single print return label and customs documentation can be created and sent as a PDF file via email to you. You can also call the original shipper who will process a request for FedEx to email a link with a single return label and customs documentation for you to access.
3. Do I need a FedEx account number to schedule a pickup?
You do not need to have a FedEx account number in order to send the return shipment. You can schedule a FedEx pickup with only a tracking number or include the return shipment as part of a regular scheduled daily pickup if you have one. Return shipments may also be dropped off at any FedEx location.
4. If I only have one return label but have two packages to return, what should I do?
You should contact the original shipper and request that another return label be sent to you for the second shipment.
5. What should I do if what I need to return doesn’t match the label and customs documentation I was sent?
You should contact the party who sent it to you and request a new print return label or have them email you an editable return label and customs documentation.
Return Solution Questions:
1. How do I arrange a pickup for my return shipment?
2. What is the cost of the global return label?
A return email label surcharge will be applied to domestic and international shipments once FedEx receives the return shipment.
For return print labels, a surcharge is applicable for domestic shipments only. Please check Tariffs and Surcharge for more information.
3. Who pays for the print or email return label shipment?
Return shipment transportation charges and surcharges can be billed to the original shipper’s FedEx account number or a third party’s FedEx account number. Current billing restrictions for China and Taiwan third party payers will apply to return shipments.
4. Is there a minimum volume requirement?
No minimum volume is required. As long as you have the most current version of your chosen FedEx electronic shipping solution, the service is available to you by simply logging — whether you have one return or 1,000.
5. Is there an expiration date for the print or email return label?
As long as the account that created the label is in good standing, the print return label does not have an expiration date. Email return labels may be set to be accessible for a maximum of up to 2 years from the date of the request, including US Domestic FXE, FXG, and FXSP. Once the email return label has been printed, like the print return label, it never expires for use, as long as the account that created the label is in good standing.
6. What FedEx services are available to ship using the global return solution?
Service selections for the print or email return label* include:
- FedEx International First® (where applicable)
- FedEx Europe First (where applicable)
- FedEx International Priority®
- FedEx International Economy®
- FedEx International Priority® Freight
- FedEx International Economy® Freight
*Service selections for the domestic print return label very upon availability per country. Please refer to your FedEx service guide for available service offerings.
7. What FedEx electronic shipping solutions support the print and email return labels?
FedEx Ship Manager® at fedex.com, FedEx Ship Manager® Software, FedEx Web Services and FedEx Ship Manager® Server offer the international return label and domestic return label.
8. Does FedEx offer returns from all countries?
FedEx Global Returns are available anywhere FedEx currently offers an automated outbound service, with the exception of US-Puerto Rico, Puerto Rico-US and intra-Puerto Rico return shipments. A listing of the countries FedEx Global Returns supports can be found here.
Original Shipper Questions:
1. Can I save both the print return label and customs documentation?
Yes, both the label and the international documentation can be saved as a PDF and emailed to your customer.
2. Can I use FedEx for customs brokerage for international returns?
Yes, for FedEx Express international shipments, the brokerage service is automatically included.
3. Can I use my own customs broker for global returns?
Broker select option is available with the print and email return labels.
4. Can I track the status of my return packages?
Yes, you can track the status of your return shipment on the fedex.com tracking page. In addition, FedEx Tracking offers the ability to see the linkage between the original outbound shipment and the return shipment. You can also log on and use the data export feature to download reports from FedEx Tracking. The report will display all of your return shipments, including those in transit, already delivered and those with a return label created but have not shipped yet. This information is available for up to two years.
5. Can I use the Electronic Trade Documents service for the return shipments?
No, Electronic Trade Documents are not supported for international return shipments.
6. Can I use multi-piece shipments for international returns?
No, multi-piece shipments are not available with international returns. However, you do have the ability to print one label multiple times.
7. I have been emailing the return label in .pdf format to my customers. What is the difference between that and the email return label?
When you create the print return label you can save it in pdf and use your company’s email account to send to your customers. When your customers get the return label, they can print it and ship, but they can’t make any changes to the shipment details. If they require any changes to the details on the return label or lose the return label, they will have to contact you for a new label.
When you create an email return label, FedEx sends an email to the return shipper with a link from which they can access the return label online. The return shipper has the ability to directly edit any details of the return shipment themselves, which saves time and effort, because they don’t have to contact you for a new return label. This can be critical for international return shipments. Also, the email return label has a surcharge.
“All shipments are subject to the conditions of carriage as published by FedEx in the applicable Service Guide on fedex.com. Shipments originating in Europe, the Middle East, the Indian Subcontinent and Africa are subject to the Federal Express Conditions of Carriage for EMEA”
Latin America and the Caribbean
British Virgin Islands
St. Kitts and Nevis
St. Maarten/St. Martin
Trinidad and Tobago
Turks and Caicos Islands
U.S. Virgin Islands
United Arab Emirates
Papua New Guinea
Wallis and Futuna