Customer Support FedEx

Customer Support

Customer Support

Contact Us


Write to FedEx

Customer Service

International service
Mon : 08:00 - 23:59
Tue - Sat: 24 hours

Toll free Numbers:
800.988.1888 (for telephone users)
400.886.1888 (for mobile users)

Toll Numbers:
86.10.64648855 (Northern China)
86.27.85400200 (Eastern & Central China)
86.20.83969866 (Southern China)
*for overseas customers, please dial one of the above customer service toll numbers

Domestic service
Mon - Sat: 08:00 - 22:00
400.889.1888

Call FedEx

Technical Support

For enquiries on FedEx automation products and applications, call us at:
800.820.1336 / 400.920.1336

*Service Hours: 24 hours, 7 days a week

Technical Support Opening Hours (INTL)

Write to FedEx

File a Claim

To file a claim for shipment or damage, please download the following claim form and return the completed document by mail, fax, or email to our FedEx Customer Service Team.

To file a claim in Eastern China,
download here.

To file a claim in Northern China,
download here.

To file a claim in Southern China,
download here.

*Download Adobe Acrobat Reader to view the form.

Frequently Asked Questions

Payment may be in the form of a valid credit card (Visa, MasterCard, American Express, Discover, and JCB).

Please contact us at 800.988.1888 (for telephone users, toll free)/ 400.886.1888 (for mobile phone users).

Concealed loss, damage, and delay claims must be filed within 21 calendar days of the delivery date. Nondelivery or misdelivery claims must be filed within nine months of the shipment date.

To request a copy of your invoice, please contact the FedEx revenue operation hotline at 400.820.1338 for assistance.

Applying for a FedEx account is easy. You can open an account online or call Customer Service.

You can ship with or without a FedEx account. The FedEx Account shipper can ship online using FedEx® Shipping Solution and FedEx Ship ManagerTM. The non-FedEx Account shipper can select ‘Ship without a FedEx Account on FedEx® Shipping Solution.

If you have a FedEx account, you can use FedEx Ship Manager on fedex.com/cn or FedEx® Shipping Solution on mvs.apac.fedex.com to ship online. If you don’t have a FedEx account, you can select ‘Ship without a FedEx Account on FedEx® Shipping Solution.

For more information on shipping a package, visit our online Service Guide.

FedEx Express® offers reliable, time-definite delivery of your most urgent shipments to more than 220 countries and territories around the world, all backed by our Money-Back Guarantee. Go to International Services and Solutions to select the service that meets your needs.

Yes, it's easy to prepare your shipments online. You can log in to FedEx® Shipping Solution at mvs.apac.fedex.com or FedEx Ship Manager at fedex.com to process your shipment. Follow the prompts and print out your shipping labels on a laser printer, and you're ready to ship.

Find out everything you need to know before you ship any package through our comprehensive online Tools for Shipping.

Generally it is not possible to change the service type or commitment of the shipment once it has been shipped.

The window for cancelling a shipment is quite tight, but shipments can be cancelled using the shipping tools. For example, if you prepared a shipment on FedEx Ship Manager, you can log on to fedex.com and click cancel shipment on the Ship History tab; If you made an order on FedEx® Shipping Solution, you can cancel shipment on mvs.apac.fedex.com. You also can contact FedEx Customer Service to cancel a shipment.

Yes. The shipping tools FedEx® Shipping Solution at mvs.apac.fedex.com and FedEx Ship Manager at fedex.com/cn allow you to reprint shipping labels and/or international documentation. FedEx labels and documents may be reprinted up to 12 hours after they are processed or until midnight local time (whichever comes first). Click on the Ship History tab, select the shipment, and click on the Reprint button. If you have any problems please contact our Customer Technology Service team at 800.820.1336.

If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track Shipment application.

If you need further detailed delivery information, including exact address, please call us at 800.988.1888.

If you are the shipper or consignee, you may contact FedEx Customer Service at 800.988.1888 (for telephone users, toll free)/ 400.886.1888 (for mobile phone users) to request to change the delivery address.

You can order Packaging Supplies online or by calling Customer Service.

You must have an account number to order supplies. Typically, FedEx will ship your supplies for delivery anywhere you designate within 3-4 business days.

Yes, you can request a refund or credit of your transportation charges if your shipments do not arrive by the delivery commitment time as published on fedex.com. For more information, please visit the fedex.com Service Guide and look for the money-back guarantee in the Terms and Conditions section.

Using our online tools is the best way to determine transit times for your shipments. Please go to the Get Rates & Transit Times application at fedex.com.

In most cases, FedEx will attempt to deliver your package three times before returning it to the shipper.

When courier is unable to leave your package, he/she will leave a tag on your door, informing you the AWB# and next delivery attempt. You can also call customer service hotline to specify your available date/time or to hold the shipment at FedEx station for your self-pickup.

Customs and clearance delays occur for a variety of reasons. If Customs requires additional information from the shipper or recipient, FedEx will attempt to contact them.

If there are no scans for the tracking number entered, contact your shipper to verify the tracking number is correct. If you are the shipper, and it has been more than 24 hours since you dropped off the shipment or had the shipment picked up, please contact us at 800.988.1888 (for telephone users, toll free)/ 400.886.1888 (for mobile phone users).

We are able to provide the estimated delivery date information for many of our shipments. When the shipment encounters a delay or an exception in handling, we may not be able to accurately state when we expect the package to be delivered.

You can choose from the following options:

- Drop your package off at a FedEx drop-off location

- Arrange for a courier pickup by calling Customer Service

- Schedule a regular pickup with Customer Service

Click Find FedEx Locations to find the closest FedEx staffed locations near you.

You can arrange for a pickup through the following options.
- Make an online pickup request using FedEx® Shipping Solution or FedEx Ship Manager.
- Manage a pickup on WeChat (FedEx_China).
- Call Customer Service to schedule a pickup.

If you ship many packages each week and would like to schedule a regular pickup, please call Customer Service at 800.820.1336

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 another country/territory, dimensional weight is calculated by the following formula: Length x Width x Height (all in cm or all in inches)/ factor number, which is provided by FedEx.

FedEx reserves the right to assess transportation charges based on dimensional weight for all shipments.

Yes. Only one reroute request per package is allowed to change a delivery address from what was originally on the air waybill or shipping label. The shipment reroute must be authorized by the sender.

A reroute includes a change to any one of the following:

  • 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

To reroute a shipment, call Customer Service and provide the following information:

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

Please note that the FedEx Money-Back Guarantee does not apply to shipments that are rerouted.

Yes, rerouting a shipment is possible; additional fees and restrictions 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 need to present a photo I.D. The FedEx Money-Back Guarantee does 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.

Visit our careers page for more information about how to apply for a position at FedEx Express.

We suggest that you explore the About FedEx section of the FedEx website. About FedEx offers a wealth of information about FedEx, press releases, and more.