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 Technical Support Helpdesk by E-mail or Phone

Email FedEx New Zealand Technical Support HelpdeskEmail FedEx Technical Support Helpdesk
Call FedEx New Zealand Technical Support Helpdesk 0800 533 339

FAQs

  • Managing Your Account

What payment options are available?

Payment may be in the form of a valid credit card (Visa, MasterCard, American Express, Discover, and JCB).

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

To update your billing information, please contact our billing team at 0800-733-339 or go to fedex.com.

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

To request a billing adjustment, please logon to FedEx® Billing Online. You may also contact us at 0800-733-339 to investigate the case.

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

To obtain a soft copy of the FedEx invoice, please log onto FedEx Billing Online. You may also contact us at 0800-733-339 to arrange for your invoice to be sent to you via mail, fax, or email.

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

Step 1: Please settle all the outstanding invoices for the account.
Step 2: Please provide a letter of authorization (L.O.A.) The L.O.A. should be on company letterhead (if applicable) and include the reason(s) for closing the account, the effective date,the authorization signature & company chop.

For any query, please contact FedEx Customer Service at 0800-733-339.

Where can I find information regarding FedEx billing procedures on fedex.com? / Where can I find specific information about the Billing resolution process?

For more information on billing procedures, please click on the Billing section within our Terms and Conditions webpage or contact us at 0800-733-339. Generally it would take 5-10 working days to resolve your dispute.

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

Unless additional time for research is required, most cases will typically be resolved five to seven days after we receive your claim form and additional claim documentation.

Who can file a claim?

The sender, the recipient, or a third-party can file a claim. A 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 email the claim form to us, you will receive acknowledgement of the email and regular updates on the status of your claim.

Who can receive claim settlements?

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

When should I file my claim?

Concealed loss, damage and delay claims must be filed within 21 calendar days of the delivery date. Non-delivery or mis-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.

  • 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.

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 and then get a fedex.com login.

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.

What service do I use to ship my package?

FedEx Express® offers reliable, time-definite delivery of your most urgent shipments to more than 220 countries and territories around the world, all backed by our Money-Back Guarantee. Go to International Services and Solutions to select the service that meets your needs.

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. Please contact Customer Service to confirm if changes can be made.

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 0800-733-339.

How do I change the delivery address for my shipment?

If you are the shipper, you may contact FedEx at 0800-733-339 to change the delivery address.

For inbound shipments, the shipper's authorization may be required for certain commodities. A service charge will be billed to the account the shipment is charged to. Reroute charges may vary according to the service type. Delivery commitment may change due to the change in destination. Please contact Customer Service at 0800-733-339 for more details.

For outbound shipments, reroute does not cover change of delivery address other than the city indicated on the AWB. If you request a change of the delivery address from one city to another city, it is not simply a reroute but a redirection of the shipment and a new shipment with additional shipping charges will be applied. The shipper's authorization is required. Delivery commitment may change due to change in destination.

No matter if it is an inbound or outbound shipment, change of delivery address is an exception service, and we can not make any assurances in their execution. Please note that any reourte will lead to a delivery delay of 1 - 3 days, subject to the new delivery address.

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

You can track the status of your package on fedex.com by inputting your tracking number and then by viewing the Estimated Delivery Date. We are unable to specify an exact delivery time. Delivery times depend on the service selected, but typically occur during normal business hours. Please note that any delays with Customs clearance may impact the commitment dates.

If you do not have your tracking number, contact the shipper in order to obtain the tracking number. Customer Service may be able to find your shipment information if you are unable to get your tracking number from the shipper. Contact us at 0800-733-339.

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.

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 0800-733-339.

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?

There is no Saturday deliveries in New Zealand.

I am shipping a package. When will FedEx make the delivery? / When will it arrive?

Using our online tools is the best way to determine transit times for your shipments. Please go to the application Get Rates & Transit Times at fedex.com.

What are your delivery hours?

Delivery days and times vary by service type:

For New Zealand, FedEx Express

- International Priority: Monday through Friday between 9am - 5pm

- International Economy: Monday through Friday between 9am - 5pm

Please note, specific delivery times may vary by selected service and location, especially for rural areas.

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 the shipment 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.

I'm expecting a package. When will it arrive?

You can track the status of your package on fedex.com by inputting your tracking number and then by reviewing the Estimated Delivery Date. We are unable to specify an exact delivery time. Delivery times depend on the service selected, but typically occur during normal business hours.

If you do not have your tracking number, contact the shipper in order to obtain the tracking number. FedEx Customer Service may be able to find your shipment information if you are unable to get your tracking number from the shipper. Contact us at 0800-733-339.

How do I change the delivery address for my shipment?

If you are the shipper, you may contact FedEx at 0800-733-339 to change the delivery address.

For inbound shipments, the shipper's authorization may be required for certain commodities. A service charge will be billed to the account the shipment is charged to. Reroute charges may vary according to the service type. Delivery commitment may change due to the change in destination. Please contact Customer Service at 0800-733-339 for more details.

For outbound shipments, reroute does not cover change of delivery address other than the city indicated on the AWB. If you request a change of the delivery address from one city to another city, it is not simply a reroute but a redirection of the shipment and a new shipment with additional shipping charges will be applied. The shipper's authorization is required. Delivery commitment may change due to change in destination.

No matter if it is an inbound or outbound shipment, change of delivery address is an exception service, and we can not make any assurances in their execution. Please note that any reourte will lead to a delivery delay of 1 - 3 days, subject to the new delivery address.

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 over three consecutive business days before returning the package to the shipper.

When the courier is unable to leave your package, he/she will leave a tag on your door, informing you 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 0800-733-339.

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/economy shipments is between 9am and 5pm 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?

The first step is to track the status of your package using your FedEx tracking number. The tracking number enables us to provide you with your package's most up-to-date tracking information. If the tracking results do not answer your question, the next step can be to contact FedEx at 0800-733-339 for further assistance.

Information about your package:

The tracking detail page at fedex.com provides detailed information about your shipment, including your shipment's current status and estimated delivery date. Delivery days and times vary by service type.

If the tracking page indicates your shipment is on time, use the estimated delivery date as a guide to when your shipment will arrive.

If you do not have your tracking number, contact the shipper in order to obtain the tracking number. FedEx Customer Service may be able to find your shipment information if you are unable to get your tracking number from the shipper. Contact us at 0800-733-339.

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 for more than 24 hours without a scan while in transit – your package may be traveling as intended. For further assistance, please contact FedEx Customer Service at 0800-733-339.

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 additional information is required by Customs from the shipper or recipient, FedEx will attempt to contact them. For more details, customers can also call 0800-733-339 and choose the customs clearance option.

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

If there are no scans for the tracking number entered, contact your shipper to verify the tracking 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 0800-733-339.

What are your delivery hours?

Delivery days and times vary by service type:

For New Zealand, FedEx Express

- International Priority: Monday through Friday between 9am - 5pm

- International Economy: Monday through Friday between 9am - 5pm

Please note, specific delivery times may vary by selected service and location, especially for rural areas.

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 their 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.

When I first tracked the package, it had an estimated delivery date and now there isn't one. What does this mean?

Although we are able to provide the estimated delivery date information for many of our shipments, when the shipment encounters a delay or an exception in handling, we may not be able to accurately state when we expect the package to be delivered.

What does the "status of exception code" mean?

This information notes that there was an exception to the traditional in-person courier delivery. For example, perhaps no one was at the destination address so it was not left and delivery will be reattempted, or it was left without a 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
  • 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.

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 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.