FedEx Custom Critical - Shipping Support

View our Frequently Asked Questions about Surface Expedite Exclusive Use and White Glove Services® shipments.

Frequently Asked Questions
ShowGeneral Services
What shipping options does FedEx Custom Critical provide?

We specialize in same-day shipping and overnight delivery of critical freight. We also offer time-definite solutions for shipments not requiring exclusive use of a vehicle and full truckload solutions to meet your freight-shipping needs.

  • Surface Expedite® offers expedited ground transportation 
  • White Glove Services® provides extra care in handling, temperature control and specially equipped vehicles for sensitive freight. 
  • Air Expedite® offers an array of air options for the fastest delivery times 

FedEx Truckload BrokerageSM provides truckload shipping solutions to meet your needs.

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What types of freight can FedEx Custom Critical transport?

We transport all commodities except the following: household goods, hazardous wastes, perishable food items, alcohol, liquor and livestock.

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What are FedEx Custom Critical's hours of operation?

FedEx Custom Critical is available 24 hours a day, seven days a week. We're always open!

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Can I pay with my credit card?

Yes, you can pay by Visa®, MasterCard® or American Express® by calling the FedEx Custom Critical Accounts Receivable team at 1.800.334.1751.

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Is my FedEx Express account the same as my FedEx Custom Critical account?

No. FedEx Custom Critical is a separate FedEx delivery network.

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How can I schedule a shipment?

  • To schedule an expedited freight shipment, call 1.866.274.6117.
  • If your freight requires special delivery, care in handling or temperature control, call White Glove Services® at 1.866.280.1810.
  • For the fastest delivery times, contact Air Expedite® at 1.866.551.4033 for exclusive-use charters and solutions for airfreight. 

Each option provides 24/7 availability nonstop, door-to-door service, shipment tracking from pickup to delivery and proactive communications along the way.

You can also register to use the Shipping Toolkit and then immediately be able to schedule your Surface Expedite® exclusive use and White Glove Services® shipments online.

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What information do I need to provide when I call to schedule a shipment?

  • Required pickup time and location
  • Required delivery time and location
  • Exact freight dimensions, weight and number of pieces
  • Commodity and whether it's hazardous materials
  • Special handling requirements, such as temperature control or secure transportation solutions.

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Can I schedule my freight shipments online?

Yes, you can schedule Surface Expedite® exclusive use and White Glove Services® shipments online. You'll then receive order confirmation email followed by dispatch notification email (including positive driver identification) when a vehicle has been dispatched to pickup your freight shipment.

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Can I get shipment status information emailed to me?

Yes, shipment communications ranging from notification of pickup to confirmation of delivery are available by your choice of phone, fax or email.

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Where should I go for questions about customs clearance for my package or document?

Visit FedEx Trade Networks for customs information.

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How do I open a FedEx Custom Critical account or schedule a pickup?

Simply call1.800.762.3787 or register to use the online Shipping Toolkit.

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ShowSurface Expedite Exclusive Use
What size trucks do you have?

Surface Expedite® exclusive use has the following vehicles available:

  • Cargo van
  • Sprinter van (temperature control and secure shipments)
  • 12–14-foot straight truck
  • 20–24-foot straight truck
  • 53-foot tractor-trailer

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Do you combine other customers' freight with mine?

No. When you request Surface Expedite Exclusive Use, we arrange for an exclusive-use vehicle — matched to the size and weight of your shipment — to pick up and deliver your freight. No other customer's freight is on the vehicle. This ensures the fastest, most secure transport.

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Can I track my shipments?

Yes. Each FedEx Custom Critical vehicle is equipped with a satellite system that enables us to monitor your shipment from pickup to delivery — and communicate with the driver while en route. Customers can also track their shipments through the online Shipping Toolkit.

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ShowAir Expedite
What is the difference between a dedicated charter and standard airfreight?

A dedicated charter is the fastest way to ship anything anywhere. When we arrange a dedicated charter, you have exclusive use of the aircraft. We book the aircraft just for you, and your freight is the only shipment on board. Our charter quotes include all miles flown, plus surface transportation. Standard airfreight offered by other companies is a scheduled service. Your freight is picked up on a regular route and flown on a scheduled aircraft with other shipments. Dedicated charters are faster and more reliable than standard airfreight services.

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What information do I need when I call to request a shipment with Air Expedite?

  • Required pickup time and location
  • Required delivery time and location
  • Exact freight dimensions, weight and number of pieces
  • Commodity
  • Hazardous material information (if applicable)

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Do you have your own fleet of aircraft?

FedEx Custom Critical does not own any aircraft. We utilize a network of more than 200 operators, giving us access to virtually every on-demand aircraft in the U.S. and Canada. When you call with a critical shipment, we find the aircraft of the best position, size and speed to meet your delivery time.

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ShowWhite Glove Services
Can White Glove Services always pick up my shipment in less than 90 minutes?

Because White Glove Services® provides specially equipped vehicles sized to fit your needs, we may not be able to pick up within 90 minutes of your call. Instant price and time quotes are available from our customer service agents any time of the day or night, 365 days a year.

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Are the same types and sizes of vehicles offered by Surface Expedite available through White Glove Services?

White Glove Services® provides specially equipped straight trucks and tractor-trailers as well as flatbeds.

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Can White Glove Services ship food?

Sometimes. Please contact a White Glove Services® customer service representative to discuss the details of your shipment.

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Can White Glove Services ship live plants or flowers?

Sometimes. Please contact a White Glove Services® customer service representative to discuss the details of your shipment.

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Can White Glove Services help me with customs procedures and documentation?

Though we cannot prepare customs documents for you, we can tell you what paperwork you must provide in order for your shipment to clear customs.

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