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.

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

From April 29, 2021, the credit card payment link and QR code on FedEx invoices, account statements, reminder letters and the fedex.com offline payment page will be updated to the FedEx Online Payment Portal

Beginning May 1, 2021, there are two additional billing options that you can choose for the ancillary clearance service fees incurred in Latin America and the Caribbean (“LAC”):

a) Bill to your own shipper account (i.e. Bill duties & taxes to shipper), or 

b) Bill to a third-party account based in the Asia-Pacific region2 (i.e. Bill duties & taxes to third party3).   

This is on top of the existing option of billing ancillary clearance service fees to the shipment’s recipient (“Consignee”). 

By selecting “Bill duties & taxes to shipper” on the FedEx air waybill, applicable duties and taxes4 and/or all ancillary clearance service fees incurred in the following LAC countries and territories will be invoiced to your shipper account:

Anguilla, Antigua & Barbuda, Argentina4, Aruba4, Bahamas4, Barbados4, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia4, Costa Rica4, Curacao4, Dominica, Dominican Republic4, Ecuador, El Salvador, French Guiana, Grenada, Guadeloupe4, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique4, Mexico4, Montserrat, Nicaragua, Panama, Paraguay, Peru, Saba, Saint-Barthelemy, St. Kitts & Nevis, St. Lucia, St. Maarten, St. Eustatius, St. Vincent, Suriname, Trinidad & Tobago4, Turks & Caicos, Uruguay, British Virgin Islands, and US Virgin Islands.

For the latest details on Ancillary Clearance Service Fees and any applicable destination value-added tax/ goods & services tax (VAT/GST4) assessed in the LAC region, please click here.

 

1 For security reasons, we have only displayed the last 6 digits of your 9-digit FedEx Account Number. 

2 Asia-Pacific countries and territories with Global Payer option: Australia, Guam, Hong Kong SAR China, Indonesia, Japan, Mainland China, Macau SAR China, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan China, Thailand, Vietnam, Brunei, Cambodia, Laos, Mongolia, American Samoa, Cook Islands, East Timor, Fiji, French Polynesia, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Northern Mariana, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis & Futuna, Western Samoa.

3 Mainland China accounts can only be billed to shipper.

4 As of May 1, 2021, shipments imported into the following LAC countries and territories will be subject to a destination value-added tax/ goods & services tax (VAT/GST) assessed on all fees incurred in the destination (including but not limited to ancillary fee): Argentina, Aruba, Bahamas, Barbados, Colombia, Costa Rica, Curacao, Dominican Republic, Guadeloupe, Martinique, Mexico, Trinidad & Tobago.

Effective May 3, 2021, FedEx will start handling Dangerous Goods (DG) shipments on FedEx International Priority (IP) and FedEx International Priority Freight (IPF) services to and from Auckland, New Zealand.

DG via IP and IPF services can be shipped worldwide to and from Auckland, New Zealand; excluding Europe. 
Please also note that DG shipments on IP and IPF services will have a weight restriction of 32kg per package.


The following Dangerous Goods (DG) shipments are prohibited and cannot be handled by FedEx in New Zealand:

  • All radioactive items
  • All explosives
  • Standalone lithium-metal cells or batteries (UN3090)
  • Standalone lithium-ion cells or batteries (UN3480)

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


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.

As the FedEx and TNT integration and transformation of our business progresses, we are pleased to inform you that, effective 1 April 2021, we will combine the existing FedEx Express and TNT legal trading entities in Australia.

Effective 1 April 2021, the surviving legal entity details are as follows:

FedEx Express Australia Pty Ltd
ABN: 41 000 495 269
Address: 201 Coward Street Mascot NSW 2020 Australia
Phone no: 13 26 10
Email: aucsr@fedex.com

Our Services

For the time being, our product and service portfolios will remain unchanged, and there will be no changes to existing FedEx Express and/or TNT Express accounts, as FedEx Express Australia Pty Ltd will continue to provide both FedEx Express and TNT Express services.

Need help?

Please don’t hesitate to contact our customer service team on 13 26 10 with any questions about the integration. For further customer specific information on how FedEx Express and TNT are coming together in Australia please visit fedex.com.au.

We have included a Frequently Asked Questions section to answer queries you may have on our services, your contacts in the combined organisation, payments and a few additional topics.

In this respect, starting from 1 April 2021, FedEx Express Australia Pty Ltd ABN 41 000 495 269 will become the new data controller of your personal data. For further details please refer to our FedEx Express Australia Privacy Policy.

Due to temporary system issues affecting our customs clearance operations, there may be potential customs clearance delays for your FedEx shipments globally, including those to and from Asia Pacific.

Estimated customs clearance delays for FedEx shipments to Asia Pacific is around one to two business days.

FedEx shipments to Asia Pacific using manual air waybills that are not manifested at origins may experience service delays upon reaching any Asia Pacific destinations.

We have implemented contingencies and are actively working to process the impacted shipments and will deliver them to customers as quickly as possible.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit fedex.com

We are currently experiencing high shipping volume flowing through our FedEx Paris-Charles de Gaulle (CDG) hub and there was a work stoppage at our TNT air hub in Liege on March 3. Customer may experience delays in their FedEx and TNT shipments inbound and outbound of Europe. Transshipments transiting through these hubs may also experience delays as well.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit fedex.com or tnt.com. 

Congratulations to the following winners of a VISA gift card:

 

FedEx Automation Promotion

  • GRIFFITH UNIVERSITY
  • STANDARD AERO
  • LINNEYS JEWELLERY PTY LTD
  • PHENOMENEX AUSTRALIA PTY LTD
  • HI-Q ELECTRONICS LTD
  • NZ MAIL LTD - UOA

 

FedEx® Electronic Trade Documents (ETD) Promotion

  • SILVER TRAK DIGITAL
  • FISH HEAD
  • COLAN PRODUCTS
  • REM SYSTEMS LIMITED
  • WORTH AND DOUGLAS LTD
  • ADEPT MEDICAL LIMITED

Effective March 1, 2021, FedEx and TNT will be prohibiting, in all of its domestic and international networks, shipments of all electronic cigarettes and their component parts, any other similar device that relies on vaporization or aerosolization, and any noncombustible liquid or gel, regardless of the presence of nicotine, that can be used with any such device.

If an unauthorized electronic cigarettes or vaping products shipment is identified in any FedEx/TNT network during the handling process, it will be treated as a prohibited item in accordance with the applicable terms and conditions of carriage.

We regret any inconvenience this may cause for your business.

Effective January 2021, FedEx manual air waybills will no longer be available on the order supplies webpage. You may request FedEx manual air waybills from our Customer Service team.

As a reminder, customers in Australia shipping with FedEx manual air waybills are required to pay a surcharge of AUD20 per piece with a minimum order of 1 piece. This is applied at the time of order. 

We encourage you to start using FedEx Ship ManagerTM at fedex.com so that you can enjoy the benefits:

  • Save Time – frequently used information can be saved for future shipments
  • More Accuracy – by reducing the risk of manual documentation errors and customs delays
  • Proactive Notifications – send shipment status emails to senders, recipients and third parties
  • Extra Convenience – multiple online functions to ship, track request pick-ups, rate quotes and more…
  • Easy Access – ready to use anytime, anywhere with an internet connection

To learn more about FedEx’s shipping tools, please click here or visit our YouTube channel with useful training videos. For more information or support please contact your Account Executive or our customer service team. 

As part of FedEx and TNT safety and security requirements, effective January 11, 2021, shippers with no registered shipping accounts tendering shipments to us over the counter must present a valid government-issued photo identity card1. Information will be collected for safety and security purposes and will only be used as required or permitted by law2.

Prior to acceptance at the counter, please open the package for inspection by FedEx, TNT or our authorized representatives3. In addition, all shipments may be subject to security inspection, including X-rays.

1 Examples: National ID Card, Passport, Social Security Card, Driver’s license, etc.
2 For more information, refer to FedEx Global Privacy Policy and Notice: fedex.com/en-us/trust-center.html , and any applicable supplemental local FedEx privacy notice/statement.
3 FedEx and TNT reserve the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

To account for additional processing time, effective November 23, 2020, an additional business day for transit will be required for shipments to Mainland China when using manual air waybill*.

That’s why you need FedEx Ship Manager™ at fedex.com (FSM) – a convenient, one-stop online tool that allows you to prepare your air waybill and shipment paperwork more efficiently. There’s no additional surcharge** or processing time when you ship online. Watch this video to learn more about the benefits of digital shipping.

* This refers to the multi-ply paper manual air waybills.

** A surcharge was imposed to manual air waybills since April 2020, click here for details.

FedEx strives to make your shipping experience as straightforward as possible.

When organising an international shipment, it is important to provide the following mandatory details:

  • Shipper full name (first and last name as a minimum) and full delivery address
  • Consignee full name (first and last name as a minimum) and full delivery address
  • Telephone number or email address
  • Clear description of goods. No part numbers, generic descriptions or abbreviations. Weight also must be greater than zero
  • Value of the goods to reflect true market value and match the commercial invoice

You need to provide these details to ensure efficiency and to minimise processing delays.

If you require support, please speak with your Account Managers or our customer service team.

Additionally, FedEx Global Trade Manager and the Document Preparation Center provides a one-stop resource for international shipping information. This digital tool enables you to manage duties and taxes, document preparation as well as destination information. Click here to access this digital tool.

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'.

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.

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”! 

Shipping Regulatory Update

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

A major winter storm moved through North America from Feb. 12 – 16, 2021 and had caused hazardous conditions across the U.S.

While we implemented numerous contingencies to mitigate the impact to our customers during this time, there may be on-going service delays anticipated for inbound and outbound shipments across the U.S. until recovery efforts conclude across the country.

As always, FedEx appreciates your business and your patience during weather-related disruptions.

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