Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Our Customer Service Hotline is currently experiencing high call volume.

For any urgent shipment, please trackget rates or arrange pickup online, or use Virtual Assistant for help.

COVID-19 News


We are monitoring the impact of the COVID-19 outbreak.  Stay connected with the service impacts here.

Looking at shipping Personal Protective Equipment (PPE)? Click here for some shipping tips.

In order to strengthen the quality supervision of both medical and non-medical commodity export, Ministry of Commerce of China, General Administration of Customs and State Administration for Market Regulation released Announcement No. 12 of 2020 on April 25, 2020 with immediate effect to reinforce the compliance.

China shippers must ensure all export shipments to be compliant with the latest regulation and paperwork requirements. You may get more information from the website of Ministry of Commerce of China (click here).

To ensure smooth customs export clearance from China, importers are strongly encouraged to check with their shippers in China that their export shipments of both medical and non-medical commodity export meet the regulations/guidelines imposed, prior to engaging in the export arrangement from China.

According to the China Customs declaration regulation update on General Administration of Customs Announcement No. 53 of 2020, select medical-related export items listed below under the following Customs Harmonized Codes (HS codes) are subjected to China inspection and Quarantine (CIQ) inspection of export commodities starting from April 10, 2020. This is to strengthen the quality supervision on select medical related item export from China.

No Commodity name HS code
1 Medical masks 6307900010
2 Medical protective clothing 6210103010
3926209000
3 Infrared thermometers 9025199010
4 Ventilators 9019200010
9019200090
5 Medical surgical cap 6505009900
6 Medical goggles 9004909000
7 Medical gloves 3926201100
3926201900
4015110000
4015190000
8 Medical shoe cover 6307900090
3926909090
4016999090
9 The patient monitor 9018193010
10 Medical disinfection towel 3005901000
3005909000
11 Medical disinfectant 3808940010

To ensure smooth customs export clearance of these medical items from China, importers are strongly encouraged to check with their shippers in China that their export for these listed items meet the formal export declaration imposed by China Customs, prior to engaging in the export arrangement from China.

You can refer to the link below from General Administration of Customs P.R. China for more details, customs.gov.cn/customs/302249/302266/302267/2961602/index.html (available in simplified Chinese only).

Due to the impact of the global epidemic, extra resources are required to process manual air waybills.   Starting from April 6, 2020, we will impose a surcharge for the provision of manual air waybills. Customers who opt for manual air waybills will be charged AUD 10 per piece with a minimum order quantity of 1 piece.  The launch of the manual air waybill surcharge will also be a part of our digital initiative going forward.

You may continue to use the manual air waybills that you already have on hand, however if you order additional manual air waybills from April 6, you will be charged a fee of AUD 10 per 1 piece of manual air waybill. The surcharge will be billed on a separate invoice to you.

We encourage you to ship with our digital tools so that you can enjoy the ease, speed and convenience of processing shipments digitally.

Just go to fedex.com and click “Ship”! 

The impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions on a daily basis, which are impacting our ability to meet our high standards of service. 

As a result, we have made the decision to suspend our money-back guarantee (MBG) for all FedEx Express services, effective immediately until further notice.

Because FedEx is an essential transport service provider, we will continue operating as government restrictions and regulations allow, and we continue to execute contingency plans in an effort to provide outstanding service to our customers.

We recognize and appreciate the crucial role we play in the global supply chain and connecting the world during this critical time, and we remain focused on serving our customers and providing relief supplies to areas that need it most. 

Service News

COVID-19 has disrupted supply chains, reducing air cargo capacity globally.  

This disruption has caused us to make adjustments to our networks which has increased our costs. As a result, we announced a 'Temporary Surcharge' on all FedEx Express and TNT international parcel and freight shipments beginning April 6, 2020.

Beginning November 2, 2020, the 'Temporary Surcharge' will be renamed as 'Peak Surcharge'.

From October 5, the transit time for FedEx Express and TNT shipments from worldwide to Ho Chi Minh City and neighbouring provinces in South Vietnam (via SGN gateway) will arrive one day faster. This is part of our on-going effort to enhance customer experience.

Origin Destination Services Day of Week PUP* Transit- time improvement
(business day)
Worldwide South Vietnam
(via SGN gateway)
All FedEx and
TNT Services
For every Monday-Friday starting October 5

* If the shipment is picked up after the cut-off time, the pickup date will be the next day.

Note: There may be additional transit time extensions and temporary service suspension experienced due to the current COVID-19 situation. Please find out more on fedex.com and tnt.com

If you have further questions about this service enhancement, please contact your Sales Representative or our Customer Service Hotline.

As an effort to improve the efficiency of our FedEx network, we will adjust delivery commitment times and delivery practices for selected FedEx Express inbound services for U.S. residential delivery.

• Effective September 28, 2020, the delivery commitment time for FedEx inbound International Priority (IP) and International Priority Distribution (IPD) services to the U.S. (residential delivery only) will be adjusted from 10:30am to 12:00noon. 

• Effective October 5, 2020, delivery practices for all FedEx U.S. inbound residential shipments will change. These shipments will be left at the door on first attempt if recipient is unavailable, unless the shipper requested a Signature Service option of either Indirect Signature Required (ISR), Direct Signature Required (DSR) or Adult Signature required (ASR).  

We are pleased to inform you that effective 28 September 2020, FedEx will handle Dangerous Goods shipments on International Priority services. With this service capability, we strengthen our network coverage in Australia to benefit customers as well as bring new trading opportunities.

Dangerous Goods shipments will be accepted into all locations in Australia, excluding Tasmania. These shipments will be handled within our domestic road express operational network. This enables end to end control and visibility, providing customers with peace of mind.

Please note the following restrictions: Class 1 Explosives, Class 7 Radioactive Material, including Radioactive Material Excepted Packages and 6.2 Infectious Substances in Category A (UN2814 and UN2900) are prohibited and cannot be carried.

 

For more details about Dangerous Goods handling in Australia and the FedEx range of services, please call our Customer Service Team at 13 26 10 (AU).

Note: All services are subject to the customer’s agreement with FedEx, which may include FedEx Standard Conditions of Carriage, FedEx Services Guide, FedEx Air Waybill or other transit documents.

Effective September 1, 2020, FedEx Express will accept outbound and inbound Dangerous Goods (DG) Class 9 shipments to and from Hanoi (HAN) gateway. Customers are able to ship and receive DG Class 9 to/from select cities and provinces such as Hanoi, Hai Phong, Hai Duong, Bac Ninh, Bac Giang, Vinh Phuc.

The DG Class 9 service is only available for International Priority (IP), International Priority Freight (IPF), International Premium (IP1), International Express Freight Service (IXF) and International Airport-To-Airport (ATA) shipments.

DG Class 9 are goods including:

  • Aviation Regulated Solid or Liquid
  • Magnetized Material
  • Environmentally Hazardous
  • Genetically Modified Micro-Organisms (GMMOs) or Genetically Modified Organisms (GMOs)
  • Lithium Batteries
  • Substances which, on Inhalation as Fine Dust, may Endanger Health
  • Capacitors
  • Substances Evolving Flammable Vapour
  • Life-Saving Appliances
  • Substances and Articles which, in the Event of Fire, may Form Dioxins
  • Other Substances or Articles Presenting a Danger During Transport, but not Meeting the Definitions of Another Class

To learn the basic of DG shipping, please refer to the Dangerous Goods Shipping brochure on fedex.com.

The Vietnam officials has recently implemented new cargo-flight operating hours due to the closure of a runway at Tan Son Nhat Airport, effective on July 13, 2020. This situation resulted in flight changes and there will be temporary transit time extensions for selected FedEx and TNT inbound and outbound shipments to and from South Vietnam via SGN gateway. 

Origin

Destination

Affected service

Additional transit time (working days)

Effective period

Ho Chi Minh City
(SGN gateway)

Asia
(except for Indonesia, Korea, Philippines)

All FedEx and TNT Services

1

July 20 till further notice

Worldwide

Ho Chi Minh City
(SGN gateway)

All FedEx and TNT Services

1

July 20 till further notice

 

We will continue to use our logistics network to minimize service impacts to deliver the best possible service to our customers. Please visit fedex.com and tnt.com or contact your local Customer Service team to find out about the status of your package.  

Congratulations to ADAMAS AUS PTY LTD, winner of the Shipping Automation Tools Promotion, under NSW Permit No. LTPS/20/41976.

Congratulations to BIOMET 3I AUSTRALIA PTY LTD, winner of the FedEx® Electronic Trade Documents (ETD) Promotion, under NSW Permit No. LTPS/20/41975.

As part of the integration of FedEx Express and TNT, we are taking the opportunity to align our fees and surcharges for manual air waybills and non-electronic consignments.

Starting from 6 July 2020, we will increase the current surcharge for the FedEx manual air waybill to AUD20 per manual air waybill.

Customers who opt for manual air waybills will be charged AUD20 per piece with a minimum order quantity of 1 piece. The launch of the manual air waybill surcharge will also be a part of our digital initiative going forward.

The surcharge will be billed on a separate invoice to you.

We encourage you to ship with our digital tools so that you can enjoy the ease, speed and convenience of processing shipments digitally.

Just go to fedex.com and click “Ship”! 

 FedEx and TNT launched their Trans-Tasman service enhancement January 31, 2020 connecting New Zealand- Australia -New Zealand between Auckland and Sydney, 5 times per week. We are pleased to advise that effective May 4, 2020, FedEx and TNT will expand the Trans-Tasman International Economy Freight (IEF) service, connecting New Zealand to Asia; currently FedEx offer New Zealand to Asia International Priority Freight (IPF) service but no economy service. New Zealand-Australia-New Zealand International Economy Distribution (IED) service will also launch as part of this service expansion to strengthen this key trade lane. 

The service extension will cover major cities in New Zealand except Christchurch.There will be opportunity for worldwide retail freight growth to/from New Zealand by leveraging the FedEx flight network (Singapore-Sydney-Guangzhou) and connectivity to major Asia destinations from our Guangzhou hub. For more details about this improvement and the FedEx range of services, please call our Customer Service Team at 13 26 10.

Note: All services are subject to the customer’s agreement with FedEx, which may include FedEx Standard Conditions of Carriage, FedEx Services Guide, FedEx Air Waybill or other transit documents.

Effective May 1, 2020, the FedEx Duty and Tax Advancement Fee will be updated as per the table below:

 

Current

Future - Effective May 1, 2020

FedEx Duty and Tax Advancement Fee is 2.00% with a minimum fee of AUD6 per shipment.

 

FedEx Duty and Tax Advancement Fee is 2.50% with a minimum fee of AUD20 per shipment.

 

 

If you have any queries, please contact customer service on 13 26 10.

We are delighted to inform you that effective January 31, 2020, FedEx and TNT will enhance their Trans-Tasman lane service, connecting New Zealand-Australia-New Zealand between Auckland and Sydney, 5 times a week. The enhanced service will improve transit times and feature of service, offer larger cargo capacity, connect a key trade lane moving FedEx and TNT Australia freight to New Zealand (bi-directionally) and provide scalability for worldwide New Zealand retail freight growth.  Heavyweight service capability will be improved as there will be no dimensional restrictions currently posed.  Capability to handle Dangerous Goods and the activation of International Economy Distribution (IED) service will launch later, in April 2020, as part of the Trans-Tasman service improvement.  There will be opportunity for worldwide retail freight growth to/from New Zealand by leveraging the FedEx flight: Singapore-Sydney-Guangzhou. For more details about this improvement and the FedEx range of services, please call our Customer Service Team at 13 26 10.

Shipping Regulatory Update

An efficient, safe and secure transport industry is integral to a prosperous Australian economy.

As communicated by the Australian Government, from 1 July 2020, new regulatory requirements for piece-level examination of domestic air cargo apply. Click here to access the latest information.

FedEx Express and TNT welcome the changes as a way of protecting the security of the industry, our networks, as well as the safety of our people and our customers.

Meeting these new regulations requires FedEx Express and TNT to invest in new security equipment and examination methods.

Having regard to those changes, we have recalibrated our security surcharge. Effective 16 August 2020, 6.9% will be added to the current TNT Domestic Security Surcharge. Click here for more information.

Services impacted are:

·        TNT Domestic Priority (9:00 Express, 10:00 Express, 12:00 Express and Overnight Express)

·        Time Critical - Next Flight and Failsafe

For more information, please click here or contact your Account Manager, who is on hand to assist you with your shipping requirements across the FedEx Express and TNT portfolios. 

The Australian Government has announced that from July 1, 2020 new regulatory requirements for piece-level examination of domestic air cargo will apply.

These enhanced requirements ensure the security of Australia’s aviation industry remains robust and builds on measures already in place.

The Australian Government will continue to work closely with industry to implement the changes and ensure awareness of options available to meet the requirements. Click here to access the latest information on this from the Australian Government – Department of Home Affairs website.

FedEx Express and TNT welcome the changes as a way of protecting the security of the industry, our networks, as well as the safety of our people and our customers.

We’re investing in state-of-the-art screening equipment and examination methods to support these new, mandatory Government requirements.

For more information, please click here or contact your Account Manager, who is on hand to assist you with your shipping requirements across the TNT and FedEx Express portfolios. 

As of 1 December 2019, new low-value goods rules will commence. Overseas businesses that sell low-value goods to consumers in New Zealand may need to register for, collect and return a Goods and Services Tax (GST) of 15% on goods where money is paid or an invoice is issued on or after 1 December 2019.

The new regulations apply to goods with a customs value of NZ$1,000 or less and will require overseas businesses, including online marketplaces and merchants that sell direct and re-deliverers, to register an account for GST on sales to New Zealand customers. The customs value of NZ$1,000 excludes transport and insurance costs when determining if GST needs to be charged.

All consignments valued at NZ$1,000 or less can be cleared on an Inward Cargo Report (ICR), a Simplified Import Declaration (SID) or a standard Import Declaration. There is no change to the current processing of goods valued at more than NZ$1,000 – the standard GST and duty calculation will be applied.

The new low-value goods rules are similar to the low-value goods regulations already in place in Australia.
For further information on new GST rules in New Zealand, please visit Customs Service.

Online Fraud Alert

We have received reports of fraudulent emails claiming to come from BillingOnline@fedex.com. These messages have a vague subject referencing an invoice (e.g. “Your FedEx invoice is ready to be paid now,” “Please pay your outstanding FedEx invoice,” “New FedEx Invoice,” “Your FedEx invoice is ready,” “Pay your FedEx invoice online”).

If you receive a message matching this description do not open the email or enter any personal information. Delete the email immediately.

FedEx does not send unsolicited emails to customers requesting information regarding packages, invoices, account numbers, passwords or personal information.

Go to our FedEx Customer Protection Center to learn more about protecting yourself online. By following a few simple tips, you can make your online experience safer and more secure.

For more information on other fraudulent emails, you can visit our U.S. website by clicking here.

It has come to our attention that a fraudulent e-mail with unauthorized use of the FedEx name has been circulating to our customers. The e-mail claims that a FedEx shipment could not be delivered and asks the customers to open an attachment, print it out and take it to a FedEx facility to pick up the package.

Customers need to be aware that this is a fraudulent request and that this e-mail attachment contains a virus. If you have received one of these fraudulent e-mails, do not open the attachment, but delete the email immediately.

FedEx does not request payment or personal information in return for goods in transit or in FedEx custody via unsolicited mail or e-mail.

If you have received a fraudulent e-mail that claims to be from FedEx and have experienced resulting financial loss, contact your banking institution immediately through the appropriate channels.

*FedEx is not responsible for any charges or costs incurred as a result of unauthorized or fraudulent activity that abuses the FedEx name, service marks and logos.

Service Disruption

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