FAQs

Read Frequently Asked Questions, check out detailed information on our services, or contact us with any questions via email, phone or mail.

  • Customer Service FAQs

Contact Customer Service by E-mail or Phone

Email FedEx Hong Kong Customer Service Email FedEx Customer Service
Call FedEx Hong Kong Customer Service 852-2730 3333
Contact FedEx Hong Kong Customer Service852- 2193 2121 (Apple)

Contact Technical Support Helpdesk by E-mail or Phone

Email FedEx Hong Kong Technical Support Helpdesk Email FedEx Technical Support Helpdesk
Call FedEx Hong Kong Technical Support Helpdesk 852- 2193 1455

FAQs

  • Managing Your Account

How do I update my billing information or credit card information?

To update your billing information, please contact our Customer Service team at 2730 3333.

How do I request a refund or adjustment to my invoice if I experience a late delivery?

You can raise this dispute online using the FedEx® Billing Online application on fedex.com. Alternatively, you can contact us at 2730 3333 to investigate the case.

How can I request a copy of my original or adjusted FedEx invoice?

You can conveniently obtain a soft copy of your FedEx invoice using the FedEx Billing Online application on fedex.com. Alternatively, you can contact us at 2730 3333 to arrange for it to be sent via mail, fax or email.

How long will the claims process take? / How long does the claims process take?

Most cases will typically be resolved within five to seven days after we receive your claim form and additional claim documentation. It may take longer if further investigation is required.

Who can file a claim?

The sender, the recipient, or a third-party can file a claim. Sender’s letter of authorization is required if a recipient or third party to make a claim.

Can I get updates on the status of my claim?

If you send your claim form and required documentation via email to us, you will receive an acknowledgement email as well as regular updates on the status of your claim.

Who can receive claim settlements?

The authorized claimant will receive the claim settlement unless special arrangements are made with the shipper.

How do I close my account? / How do I close my shipping account?

Step 1: Please settle the payment for all outstanding charges on your account.
Step 2: Please provide a letter of authorisation (L.O.A.) to facilitate this. The L.O.A. should include the reason for termination of the account and the effective date. This should be printed on your company's letterhead, bearing the signature of your authorised representative as well as your company official stamp.

For any query, please contact our Customer Service team at 2730 3333.

When should I file my claim?

Loss, damage and missing items claims must be filed within 21 calendar days of the delivery date. Non-delivery or wrong delivery claims must be filed within nine months of the shipment date.

How can I get a quote before shipping?

You can get a quote through the Get Rates & Transit Times application at fedex.com. Alternatively, you can contact us at 2730 3333 for assistance.

  • Shipping

How do I open a FedEx Account?

Applying for a FedEx account is easy. You can open an account online or call Customer Service at 2730 3333.

Do I need a FedEx account to ship?

In order to ship online using FedEx Ship ManagerTM at fedex.com, a FedEx account and a fedex.com login are required. You can first open a FedEx Account online or call Customer Service Hotline at 2730 3333 for account opening.

How do I start shipping online?

If you want to ship online using the full range of FedEx Ship Manager services on fedex.com, a FedEx account and a fedex.com login are required. You first need to open a FedEx Account, which you can either do online or by contacting Customer Service, and then you need to register for a fedex.com login ID and password.

For more information on what you need to ship a package, visit our online Service Guide.

Can I prepare my shipping documents online?

Yes, it's easy to prepare your shipments online. If you already have a FedEx account number, logon to FedEx Ship Manager at fedex.com to process your shipment. Print out your shipping labels on a laser printer, and you're ready to ship.

Where can I get information on how to ship a package?

Find out everything you need to know before you ship any package through our comprehensive online Tools for Shipping.

What are my choices for express delivery?

Recognizing that your deadlines can vary from day to day, FedEx provides three delivery options: FedEx International First® for shipments from select origins to select destinations, International Priority® for overnight delivery to the U.S. and key destinations in Asia and Europe, and International Economy® for time definite delivery worldwide. For specific delivery commitments based on your shipment's origin and destination, please go to the Get Rates & Transit Times application on fedex.com.

Is it possible to change the service type or delivery time (faster service) of a package once I have already sent it?

Generally, it is not possible to change the service type or delivery time of the shipment once it has been shipped.

How can I cancel a shipment I created online?

The window for cancelling a shipment is quite tight, but shipments can be cancelled using FedEx Ship Manager at fedex.com. Logon to FedEx Ship Manager at fedex.com and click on the Ship History tab. Select the shipment and click on the Cancel button.

I lost the label I printed. Can I reprint it?

Yes. FedEx Ship Manager at fedex.com allows you to reprint shipping labels and/or international documentation. FedEx labels and documents may be reprinted up to 12 hours after they are processed, or until midnight local time (whichever comes first). Click on the Ship History tab, select the shipment, and click on the Reprint button.

Can I get a copy of the delivery signature?

If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track a Shipment application.

If you need further detailed delivery information, including exact address, please call us at 2730 3333.

How do I change the delivery address for my shipment?

If you are the shipper, you may contact our Customer Service team at 2730 3333 to change the delivery address. A service charge will be billed to the payor's account.

If you are the intended recipient of the package and you wish to change the delivery address, please contact our Customer Service team at 2730 3333. Please note that, depending on the type of shipment, an authorization letter is required from the shipper or recipient to make the changes set out below:

1) Customs value greater than USD$500;
2) Jewelry commodity
3) Electronics commodity; or
4) Where the recipient is a bank or financial institution.

I've shipped a package. When will FedEx make the delivery?

You can track the status and estimated delivery date of your package on fedex.com by inputting your air waybill number. Delivery times depend on the service selected, but typically occur during normal business hours.

Can I schedule a pickup on FedEx Ship Manager at fedex.com?

Yes. Please ensure you keep a record of your booking number. If a booking number is not available, please contact FedEx Customer Service at 2730 3333.

How do I order shipping supplies?

You can order Packaging Supplies online or by calling Customer Service.
You must have an account number to order supplies. Typically, FedEx will ship your supplies for delivery anywhere you designate within 3-4 business days.

How can I confirm that my package was shipped to the correct address?

If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track Shipment application.

If you need further detailed delivery information, including exact address, please call our Customer Service team at 2730 3333.

Is FedEx Express shipment backed by a money-back guarantee?

Yes. You can request a refund or credit of your transportation charges if your shipments do not arrive by the delivery commitment time as published on fedex.com. For more information, please visit the fedex.com Service Guide and look for the money-back guarantee in the Terms and Conditions section.

What are the benefits of FedEx Billing Online?

For questions related to Billing Online, please visit FedEx Billing Online Frequently Asked Questions.

Does FedEx offer delivery on Saturday? / Does FedEx offer weekend delivery?

We do offer Saturday delivery options. Using our online tools is the best way to determine delivery options and transit times for your shipments.

What are your delivery hours?

Delivery days and times vary by service type and location, especially delivery to extended service areas.

For International Priority shipments, we typically deliver by 12pm noon on Mondays to Saturdays except on public holidays.

For International Economy shipments, we typically deliver by 6pm on Mondays to Saturdays except on public holidays.

I don't understand the route my shipment is taking. The city where my shipment is being scanned doesn’t appear to be on the correct route. Should I be concerned?

Shipments may move through regional sorting locations before arriving at the final delivery destination. Often shipments may not appear to be moving on the most direct route from the pickup location to the final delivery destination.

  • Tracking

How do I check the status of a FedEx Express package with the tracking number?

For questions related to Tracking, please visit Tracking FAQ.

How do I change the delivery address for my shipment?

If you are the shipper, you may contact our Customer Service team at 2730 3333 to change the delivery address. A service charge will be billed to the payor's account.

If you are the intended recipient of the package and you wish to change the delivery address, please contact our Customer Service team at 2730 3333. Please note that, depending on the type of shipment, an authorization letter is required from the shipper or recipient to make the changes set out below:

1) Customs value greater than USD$500;
2) Jewelry commodity
3) Electronics commodity; or
4) Where the recipient is a bank or financial institution.

I wasn't home when FedEx tried to deliver my package. What can I do to ensure delivery?

In most cases, FedEx will attempt to deliver your package three times. When the courier is unable to leave your package, he/she will leave a tag on your door, informing you of the AWB# and next delivery attempt. You can also call customer service hotline to specify your available date/time or to hold the shipment at FedEx station for your self-pickup.

How can I confirm that my package was shipped to the correct address?

If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track Shipment application.

If you need further detailed delivery information, including exact address, please call our Customer Service team at 2730 3333.

How do I specify a time window for delivery?

FedEx has a variety of shipping options:

For FedEx Express shipments, we offer several services that each provides delivery by a certain time. For inbound shipments, the delivery time within urban areas for priority shipments is by 12:00 and for economy shipments is by 18:00 on a normal business day.

Please see our Get Rates & Transit Times application at fedex.com to view our delivery options. Please note, specific delivery times may vary by location, especially for rural areas.

My package was supposed to be here, but it has not arrived. What can I do?

You can track the status of your package by inputting the air waybill number at the 'Track Shipment' application on fedex.com. Please contact our Customer Service Team at 2730 3333 if you need further assistance.

I tracked my shipment, and there haven't been any scans for more than a day. What should I do? / I tracked my shipment and there wasn't any update on it. What should I do?

Packages in the FedEx system receive scans at various points between pickup and delivery. It is not unusual for a package to go more than 24 hours without a scan while in transit – your package should be travelling as intended.

I tracked my shipment, and it appears there is a customs or clearance delay. What should I do?

Customs and clearance delays occur for a variety of reasons. If Customs requires additional information from the shipper or recipient, FedEx will attempt to contact them.

I tracked my shipment, and there are no scans. What should I do?

If there are no scans for your shipment, please contact your shipper to verify that the air waybill number is correct. If you are the shipper, and it has been more than 24 hours since you dropped off the shipment or had the shipment picked up, please contact us at 2730 3333.

What are your delivery hours?

Delivery days and times vary by service type and location, especially delivery to extended service areas.

For International Priority shipments, we typically deliver by 12pm noon on Mondays to Saturdays except on public holidays.

For International Economy shipments, we typically deliver by 6pm on Mondays to Saturdays except on public holidays.

When I first tracked the package, it had a scheduled delivery date and now it shows as pending. What does this mean?

We can provide a scheduled delivery date information for your package. Nearer to its destination, a more definite delivery date can be provided, depending on any customs clearance delay or an exception in handling.

What does the "status of exception code" mean?

This means that there was an exception to the door-to-door delivery identified by our couriers. For example, if no one was at the destination address and we could not deliver the package, we will reattempt the delivery later. Alternatively, we may have left the package at the destination address without a recipient's signature because we had prior approval from the sender or recipient to do so.

  • Others

How do I get my package to FedEx?

You can choose from the following options:

  • Drop your package off at a FedEx drop-off location
  • Arrange for a courier pickup online
  • Arrange for a courier pickup by calling Customer Service at 2730 3333
  • Schedule a regular pickup with Customer Service

How do I find a FedEx Drop-off location?

Click Find FedEx Locations to find the closest FedEx staffed locations near you.

How do I request a courier?

You can arrange a courier pickup online or call Customer Service at 2730 3333.

If you ship many packages a week and would like to schedule a regular pickup, please call Customer Service.

When do package dimensions determine my rates?

Shipments in FedEx-provided packaging are not currently subject to dimensional weight pricing. Dimensional weight is a calculation of a shipment's weight based on the dimensional weight instead of its actual weight. To obtain a rate quote, you will need to provide shipment dimensions along with the actual weight of your shipment.

How do I calculate dimensional weight?

For all FedEx Express shipments to another country, dimensional weight is calculated by the following formula: Length x Width x Height (all in cm or all in inches)/ factor number, which is provided by FedEx.
FedEx reserves the right to assess transportation charges based on dimensional weight for all shipments.

Can I reroute a FedEx Express package in transit or make an address correction?

Yes. Only one reroute request per package is allowed to change a delivery address from what was originally on the air waybill or shipping label. The shipment reroute must be authorized by the sender.
A reroute includes a change to any one of the following:

  • From one street address to another in the same city/state
  • From Hold at FedEx Location instructions to a request for a delivery
  • From delivery instructions to a request for Hold at FedEx Location
  • From one Hold at FedEx Location to another in the same city/state

To reroute a shipment, call Customer Service at 2730 3333 and provide the following information:

  • FedEx tracking number
  • The new destination address and contact telephone number for the recipient.

Please note that the FedEx Money-Back Guarantee does not apply to shipments that are rerouted.

Are there any extra charges for rerouting a package?

Yes, additional restrictions and fees may apply. There is no extra charge to hold packages for pickup instead of delivery; however, the person authorized to pick up the package will need to present a photo I.D. The FedEx Money-Back Guarantee does not apply to shipments that are rerouted.

FedEx reserves the right to determine the mode of transportation (including air, ground, or other carriers) to get your shipment to its new destination as quickly as possible. FedEx will attempt to honor the new delivery request, but verification and handling procedures may result in delays.

How can I learn about FedEx career opportunities?

Visit our careers section for more information about how to apply for a position at FedEx Express.

As a student, what is the best way for me to get information about FedEx?

We suggest that you explore the About FedEx section of the FedEx website. About FedEx offers a wealth of information about FedEx, press releases, and more.