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

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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 credit card information?

To add a credit card or edit one already tied to your FedEx account, log in or sign up for FedEx® Billing Online.

Login to FedEx Billing Online, go to the My Options tab and select Update Credit Card.

You also have the option to update your credit card on the Create a Shipment screen in the Billing Details section of FedEx Ship Manager. If you are still unsuccessful, please contact FedEx Customer Service.

How do I update my billing information?

To update your billing information, please contact our billing team at 1-800-743-2626.

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

To request a billing adjustment, please log onto FedEx Billing Online. You may also contact us at 1-800-743-2626 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 1-800-743-2626 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, effective date, authorization signature and company chop.

For any queries, please contact FedEx Customer Service at 1-800-743-2626.

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 1-800-743-2626. 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 from the shipper 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 sender will receive the claim settlement unless special arrangements are made with the shipper.

When should I file my claim?

Concealed loss, damage, delays, and collect-on-delivery (C.O.D.) payment claims must be filed within 21 calendar days of the delivery date. Non-delivery or misdelivery claims must be filed within nine months of the shipment date.

How can I request a copy of my air waybill or other paperwork?

To obtain a soft copy of your paperwork, you may contact FedEx Customer Service at 1-800-743-2626 or sgcsr@fedex.com to arrange for your invoice to be sent to you via email, fax or mail.

How can I request a copy of the customs paperwork associated with my shipment?

To obtain a soft copy of the customs paperwork, you may contact FedEx Customer Service at 1-800-743-2626 or sgcsr@fedex.com to arrange for your invoice to be sent to you via email, fax or mail.

What should I do if I have a dispute concerning my invoice?

You may contact FedEx Customer Service at 1-800-743-2626 or fscsg@fedex.com to report your dispute.

It may take between 5 and 10 working days to resolve your dispute.

I have received a tax invoice, but I am not sure how the tax is being derived.

You may contact us at 1-800-743-2626 or write sgcsr@fedex.com to request a breakdown of the tax calculation.

How can I get a quote before shipping?

The cost to ship a package depends on a few factors, such as the actual weight, dimensions, and the distance the package is being shipped.

  1. Go to Get Rates & Transit Times
  2. Enter the From and To zip codes. If the address you are shipping to is a residence, check the box "This is a residential address".
  3. Enter the number of packages and the weight of each package. To see discounts associated with your account, check the box, "Ship using a FedEx Account Number".
  4. Select the Pickup/Dropoff option from the drop-down menu.
  5. Select a Ship date.
  6. Click either the Get Quick Quote or Get Detailed Quote button.

If you checked the box to see discounts, you will be asked to log in if you have not already done so.

How do I learn more about the fuel surcharge of shipment?

The fuel surcharge for each shipment is assessed on the net freight charge and the following transportation-related surcharges:
• Broker Routing Fee (Broker Select)
• Out of Delivery Area (ODA)
• Out of Pickup Area (OPA)
• Residential Delivery Surcharge (RESI)
• Saturday Delivery (SDL)
• Saturday Pickup (SPU)

For more information, please click here.

The fuel surcharge will vary depending on the market or country.

  • Shipping

How do I open a FedEx Account online?

Please follow the steps below to open a FedEx account:

  1. Go to the Open a FedEx Account page.
  2. Select your preferred acount type: Corporate or Personal account.
  3. Follow the steps and complete the required fields.

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 commitment times and rates vary depending on different service types. FedEx International Priority® has a shorter transport time and a higher rate than FedEx international Economy Service®.

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?

Track the status of your package with your FedEx tracking number here.

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

If the tracking results do not answer your question, please contact FedEx Customer Service at 1-800-743-2626 for further assistant.

If you do not have your tracking number, contact the shipper to obtain the tracking number.

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 Shipment application.

If you need further detailed delivery information, including exact address, please contact FedEx Customer Service at 1-800-743-2626.

How do I change the delivery address for my shipment?

Change of delivery address in the same destination country or territory is possible with an additional fee, which may be incurred if a new air waybill is needed for an intra-country transition.

If you are the SG consignee of the shipment, a shipper’s authorization may be required depending on the commodity type and shipment declared value.

Change of delivery address is an exception service, and execution is not guaranteed.

The FedEx Money-Back Guarantee does not apply to shipments that are rerouted.

Please contact FedEx Customer Service at 1-800-743-2626 to make arrangements to change a delivery address.

Can 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 shipments to Singapore, customers can choose between two delivery times, the normal business day delivery time for priority shipments within an urban area is by 12:00 and for economy shipments by 18:00.

Please contact FedEx Customer Service at 1-800-743-2626 if you want to arrange a specific delivery time for your shipment. Please note, the arrangement is dependent upon availability and location.

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 must have an account number to order free FedEx Supplies.

Select the desired supplies and quantity. Fill in your address along with other details and click Submit to complete your order.

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 1-800-743-2626.

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?

Saturday delivery is available for some markets.

If you are the shipper preparing shipments using the FedEx online shipping tool, the Saturday delivery option will display in the Package Shipment Details section on the Create a Shipment page when the service is available.

In Singapore, we offer Saturday delivery options. Customers should contact FedEx Customer Service at 1-800-743-2626 to request Saturday delivery by 22:00 the Friday night before.

What are your delivery hours?

Specific delivery times vary by selected service type and delivery location, especially for rural areas.

For shipments to Singapore:

International Priority: Weekday deliveries are by 12:00 depending on the country of origin.

International Economy: Weekday deliveries are by 18:00.

Please see our Get Rates & Transit Times application on fedex.com to obtain an expected delivery time.

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

If you would like to see the estimated transit time before you process your shipment, please go to Get Rates & Transit Times, complete the required information and click the Get Transit Time button. To see the estimated delivery date of a package in transit, please go to FedEx® Tracking.

Delivery days and times vary by service type. Typically deliveries occur during normal business hours and depends on the service selected.

Please check back periodically to receive the latest status of your package using your tracking number and look for the estimated delivery date.

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.

  • Tracking

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

Go to FedEx Tracking, enter your tracking number and click Track to proceed.

To learn more about the status of your package, please visit FedEx Tracking Quick Help.

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 reviewing the Estimated Delivery Date. We are unable to specify an exact delivery time. Typically deliveries occur during normal business hours and depend on the service selected.

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 1-800-743-2626.

How do I change the delivery address for my shipment?

Change of delivery address in the same destination country or territory is possible with an additional fee, which may be incurred if a new air waybill is needed for an intra-country transition.

If you are the SG consignee of the shipment, a shipper’s authorization may be required depending on the commodity type and shipment declared value.

Change of delivery address is an exception service, and execution is not guaranteed.

The FedEx Money-Back Guarantee does not apply to shipments that are rerouted.

Please contact FedEx Customer Service at 1-800-743-2626 to make arrangements to change a 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 before returning it to the shipper. When 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 shipment was shipped to the correct address?

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

If you need the detailed delivery information (includes address), you can obtain a Signature Proof of Delivery online by using your tracking number and the shipper's or payer’s account number.

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?

Track the status of your package with your FedEx tracking number here.

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

If the tracking results do not answer your question, please contact FedEx Customer Service at 1-800-743-2626 for further assistance.

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

If you do not have your tracking number, please contact the shipper to obtain the tracking number.

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?

Shipments in the FedEx system receive updates at various points between pickup and delivery. It is not unusual for a shipment to go more than 24 hours without an update while in transit.

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 FedEx Customer Service at 1-800-743-2626.

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. In general, clearance-delay information is available from the detailed tracking page, including the reason for the delay and recommended action. If additional information is required 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 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 1-800-743-2626.

What are your delivery hours?

Specific delivery times vary by selected service type and delivery location, especially for rural areas.

For shipments to Singapore:

International Priority: Weekday deliveries are by 12:00 depending on the country of origin.

International Economy: Weekday deliveries are by 18:00.

Please see our Get Rates & Transit Times application on fedex.com to obtain an expected delivery time.

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.

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 a 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?

You can find a FedEx location near you to drop off or pick up your FedEx Express shipments here.

How do I request a courier?

You can arrange for a courier through pickup online or by contacting FedEx Customer Service at 1-800-743-2626.

If you ship many packages each week and would like to schedule a regular pickup, please contact us.

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/territory, 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, rerouting a shipment is possible; additional fees and restrictions 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 page 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.