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

 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

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.

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