Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service News

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

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. 

FedEx Technical support hotline service has resumed from February 17, 2020.

Please note the new service hours for the hotline and email support are as follows:

Country/
Territory

Technical Support Hotline Service Hours
(Local Time)

Technical Support Email
Service Hours

Australia

Mon-Fri, 0800 to 1800 (English language support)

Mon-Sun (inclusive of public holidays),
24-hour

(English/Mandarin language support)

China

Mon-Fri, 0800 to 1800 (Mandarin/English language support)

Guam

Mon-Fri, 0800 to 1700 (English language support)

Sat, 0800 to 1200 (English language Support)

Hong Kong
SAR

Mon-Fri, 0900 to 1900 (Cantonese dialect support)

Sat, 0900 to 1300 (Cantonese dialect support)

Japan

Mon-Fri, 09:00 to 20:00 (Japanese language support) 

Korea

Mon-Fri, 0800 to 1900 (Korean language support)

Sat, 0800 to 1300 local time (Korean language support)

Macau SAR

Mon-Fri, 0900 to 1900 (Cantonese dialect support)

Sat, 0900 to 1300 (Cantonese dialect support)

Malaysia

Mon-Fri, 0800 to 1800 (English language support)

New Zealand

Mon-Fri, 0800 to 1800 (English language support)

Philippines

Mon-Fri, 0800 to 1800 (English language support)

Singapore

Mon-Fri, 0800 to 1800 (English language support)

Taiwan,
China

Mon-Fri, 0800 to 1800 (Mandarin/English language support)

Thailand

Mon-Fri, 0900 to 1700 (Thai language support)

Sat, 0900 to 1300 (Thai language support)

 

Find out more about our Technical support service details from Contact Us.

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.

From January 13,  2020, the new FedEx Australia eDeclaration Service will offer two facilities – Online Access plus the option to subscribe to email notifications.

Online Access
FedEx is now moving to online access to your Import Declaration. With online access, your document will be available overnight to view and download through our website. In February 2020, this user and environmentally friendly facility will replace receiving the document via the post.

Optional additional email notification
In addition to the online access, a fast and easy way to receive your Australian Import Declarations is by email. If you subscribe to email notifications, then once your shipment clears Australian Border Force, FedEx will email you the Import Declaration document for your records.

Sign up for these new, user friendly online options to unlock efficiencies at https://www.fedex.com/en-au/customs-tools/clearance.html  or contact customer service on 13 26 10 or via email aucsr@fedex.com

FedEx International Economy DirectDistribution (IED) is a delivery service of bulk shipments from one origin location to multiple addresses at competitive rates. Shipment clears customs as a single unit and then individual pieces are delivered to multiple addresses, bypassing warehouses and middlemen.

We are pleased to announce that effective November 4, 2019, International Economy DirectDistribution (IED) service will be provided for shipments to and from the following markets: 

• To and from Japan and China 

• From Korea to Japan 

• From China to Korea

• From Hong Kong SAR to Australia 

• From Singapore to Australia 

• From Singapore to Japan 

With the new service launch, based on business requirements, customers can now choose either priority or economy distribution services for these lanes.

Shipping Regulatory Update

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.

The China Custom imposed a new regulation that biological commodities, such as microorganisms, human tissues, biological products and blood, are prohibited from transiting China on road effective from November 21, 2019. Due to the network change triggered by the new regulation, restricted commodities on the list shipped to and from Hong Kong require additional transit time.

  • The restricted commodities imported to Hong Kong will need 1-4 additional days of transit time subject to origin.
  • The restricted commodities exported from Hong Kong will need 1 additional day of transit time.
  • List of restricted commodities:
Restricted commodities
ACTINOMYCETES ENZYME MICROORGANISM
ANTIBODY  ENZYME TOXIN MYCOPLASMA
ANTITOXIN EXCRETION NUCLEIC ACID
BACTERIAL FUNGUS PARASITE
BIOLOGICAL ACTIVE PREPARATION HUMAN CELL PLASMA
BIOLOGICAL PRODUCTS HUMAN ORGAN PLASMA PROTEIN PRODUCT
BLOOD HUMAN TISSUE RICKETTSIA BACTERIA
CHLAMYDIA IMMUNOMODULATOR SALIVA
CYTOKINE MARROW SECRETION
DIAGNOSTIC REAGENT MICROBIAL AGENTS SPIRAL BACTERIA
DNA MICROBIAL BACTERIA URINE
EMBRYO MICROECOLOGICAL PREPARATION VACCINE
    VIRUS

The Office of the U.S. Trade Representative (USTR) issued a notice on an increase in Section 301 tariffs on US $200 billion worth of Chinese imports from 10 percent to 25 percent as of 12:01 a.m. Eastern Standard Time on May 10, 2019.

The impacted categories of goods can be found from the link below: https://www.cbp.gov/sites/default/files/assets/documents/2018-Oct/Section301_HTSUS_Ref-Guide_Oct2-2018.pdf

On May 13, China announced its decision to raise the tariff rate imposed on some imported U.S. products as of June 1, 2019. China had earlier imposed additional tariffs on US $60 billion worth of U.S. imports. The additional tariff rates on some products will be increased to 25 percent, 20 percent, and 10 percent. Those commodities with a 5 percent tariff rate will remain 5 percent.

The impacted categories of goods can be viewed on the below link (For your reference): http://gss.mof.gov.cn/zhengwuxinxi/zhengcefabu/201905/t20190513_3256788.html

There is no change on the shipping process and documents required. However, if you need further assistance, please contact your Sales Representative, call our Customer Service Hotline at 13.26.10

From 1 July 2018, the Australian Government will introduce a 10% goods and services tax (GST) on the sale of goods valued at AUD1,000 or less, which have been imported into Australia by consumers.

Overseas merchants with annual sales into Australia of AUD75,000 or more will be required to comply with this new legislation. For details please go to the Australian Tax Office website or send an email to AustraliaGST@ato.gov.au.

This new legislation also requires merchants to provide relevant tax information to the transporter of low value goods. FedEx will collect this information electronically via its FedEx shipping software programs. Please click here for the shipping guide on low value goods to Australia.

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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