FAQs

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

  • FedEx Vietnam Customer Service FAQs

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

To request a billing adjustment, please contact Customer Service on our domestic toll free number: 1800 585 835 or if calling from overseas, contact 848-3948 0370 to investigate the case.

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 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 payment claims must be filed within 21 calendar days of the delivery date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date. To get more information on the time limitations for notification of claims, please go to FedEx Standard Conditions of Carriage.

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.

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.

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 1800 585 835.

How do I change the delivery address for my shipment?

If you are the shipper, you may contact FedEx Customer Service at 1800 585 835 to change the delivery address. An additional service charge will be billed to the account the shipment is charged to.

If you are the intended recipient of the package and you wish to provide additional information about the delivery address (for example, add a suite or apartment number), you may contact FedEx Customer Service at 1800 585 835. If you are the intended recipient and you require the shipment to be delivered to a new address, contact the shipper of the package to request the change of address.

You may also request the package be held at the delivery station for the recipient to collect.

Note: Your request might not be guaranteed as it depends on the actual shipments status at the date/time of your request.

To get more information on surcharges, please click here.

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 by viewing 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. 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 1800 585 835.

Delivery days and times: Monday through Friday, 8 a.m. to 6 p.m.

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 on fedex.com/vn.

If you need the detailed delivery information, including exact address and to request proof of delivery signature, you can contact Customer Service at our domestic toll free telephone# 1800 585 835 or International contact# 848-3948 0370.

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 does 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.

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

We do not provide any weekend delivery service in Vietnam.

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 application Get Rates & Transit Times at fedex.com.

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 appear not to be moving on the most direct route from the pickup location to their 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 by viewing the 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 1800 585 835.

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?

The first step is to track the status of your package using your FedEx tracking number on fedex.com. 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, your next step can be to contact FedEx at 1800 585 835 for further assistance.

If you do not have your tracking number, contact the shipper in order to obtain the tracking number. Contact Customer Service at domestic toll free telephone# 1800 585 835 or International contact# 848-3948-0370- FedEx Customer Service may be able to find your shipment information if you are unable to get your tracking number from the shipper.

The tracking detail page on fedex.com provides detailed information about your shipment, including your shipment's current status and estimated delivery date.

Delivery days and times: Monday through Friday, 8 a.m. to 6 p.m.

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 final delivery. It is not unusual for a package to go more than 24 hours without a scan while in transit – your package may be traveling 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 additional information is required by customs 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 Customer Service at the domestic toll free telephone number 1800 585 835, the International contact number 848-3948-0370, or via email at vncsr@fedex.com.

  • 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 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 by calling 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.

I wasn't home when FedEx tried to deliver my package. What can I do to ensure delivery? / What happens when no one is available at my home or office to accept a shipment?

In most cases, FedEx will attempt to deliver your package three times before returning it to the shipper.

When the driver is unable to leave your package, he/she will leave a tag on your door, informing you of the delivery attempt. The door tag contains the air waybill number and the next delivery time attempt, typically the next business day.

You may contact FedEx Customer Service at 1800 585 835 to arrange a specific delivery time re-attempt or to arrange for the package to be held at a FedEx location for self pickup. The nearest FedEx location can be found by clicking on FedEx Locations at fedex.com.

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.