Frequently Asked Questions

Frequently Asked Questions

Getting Started

Applying for a FedEx account number is easy.
Open an account online or call Customer Service.


In order to ship online using FedEx Ship Manager® 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.

You will first need a FedEx Account Number.
You can open an account online.
You can get an Account Number by contacting the Customer Service.
The second step is to register for a fedex.com login ID and password.

You can then begin shipping immediately using FedEx Express.

You can order Packaging Supplies online or by calling the Customer Service.
You must have an account number to order supplies. FedEx will ship your supplies for delivery anywhere typically within 3-4 business days.

FedEx Express offers reliable, time-definite delivery of your most urgent shipments to more than 220 countries/territories around the world, all backed by our Money-Back Guarantee.

Click here to select the service that meets your need. 

To ship a FedEx Express package, you will need to complete an international air waybill. .
You can complete it online using FedEx Ship Manager® at fedex.com.

You must use the FedEx International Air Waybill and print or type in the required information. You can order the FedEx International Air Waybill and other Packaging Supplies online, or call the Customer Service.

All non-document international shipments also require a Commercial Invoice. It is the official transaction record between an exporter and an importer, and is relied on by customs officials to clear shipments across international borders. Gifts, videotapes, drawings, and all other non-document shipments, regardless of value, require a Commercial Invoice.

For more information on how to prepare shipping documents to ship internationally, please visit our online Shipping Guide. Please visit our Customs Tools section, or call the Customer Service for more details.

Drop off and Pick up

You can choose from these options:

Use our online Drop-off Locator to find the closest FedEx staffed locations or drop boxes near you. View or print a map showing FedEx locations and get driving directions. 

From the Shipping tab menu, select Schedule & Manage Pickups and you can schedule a same-day or next-day pickup for your FedEx Express packages.

If you ship many packages a week and would like to schedule a regular pickup, please call the Customer Service.

If you are not available to accept delivery of your shipment, your courier leaves a delivery attempt notice with information on when the next delivery attempt will be made.

If you need more information about a package, please call Customer Service. You can also track the status of your shipment online. 


You can obtain a Signature Proof of Delivery letter with detailed information by providing the 9-digit FedEx account number. If the account number matches the shipper or payer of the shipment, you will be able to view detailed Signature Proof of Delivery information, which includes complete contact name, company name, street address, city, state/province, zip/postal code, and country information for both the shipper and recipient (if available).

Without the account number, only the signature is available.

The signature image and additional recipient information may not be available for display in all countries. This will be indicated on the Signature Proof of Delivery where applicable.

The status exception means that an unexpected event is preventing delivery of your package. Some examples of status exceptions include a customs delay, no one to accept delivery of your package, holiday, missing documentation, etc. If you want more information about the status of your package, please call Customer Service

If the tracking status of your shipment is “In Transit”, it means that your package is on its way to its final destination. It does not necessarily mean that your package is in a moving vehicle such as an aircraft of truck, it may be at a FedEx facility. 

A reroute is a request to change a delivery address from what was originally on the air waybill or shipping label. FedEx can reroute a shipment if it is authorized by the sender. Only one reroute per package is allowed.

A reroute includes a change:

  • 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

If you want to re-route a shipment, call Customer Service and provide the following information:

  • FedEx tracking number
  • The new destination address and contact telephone number for the recipient.

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 require photo I.D. FedEx Money-Back Guarantee do 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.

Dimensional Weight

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.

For all FedEx Express shipments to other countries, the dimensional weight is determined using the following formula: length x width x height (in cm or inches), divided by a factor announced by FedEx.

FedEx reserves the right to use dimensional weight-based pricing for all shipments.

e-dec – Electronic import customs assessment

The Swiss Federal Customs Administration's ‘e-dec’ (electronic import customs assessment) is an electronic tool for submitting clearance processing documentation directly over the internet.

e-dec simplifies clearance processing for customers and reduces administration costs without impacting the security of the customs process. It replaces paper-based clearance processing.

You will receive a letter by post with the duty tax invoice, along with an individual reference number, a personal access code (which differs from clearance to clearance), an air waybill number and a registration link.

Open this page and enter the required information (e.g. reference number, access code and email address). You will then receive a confirmation that your documents have been retrieved. After the confirmation, you will receive an email with a ZIP folder attached. In order to extract the documents, you will first need to install the 7-Zip software using the following link: http://www.7-zip.org. You can then extract the files using 7-Zip and enter your access code. The electronic import customs assessment (eVV) will then be presented in electronic format (legally admissible XML and PDF format). The eVV must be electronically archived.

Can't find what you're looking for?

Email us for an answer

Write to us


Reach the right person the first time, our contact forms will help you.


Call Us

Customer Service: 0848 1 33339 (0.08 CHF/min. from a Swiss landline; mobile charges depend on provider)

Overseas Phone Number: 0041 (0)44 874 41 60

Opening Hours: Our team is available Monday to Friday 8.00 - 18.00


Chat with us

FedEx Virtual Assistant
is available to help