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.

With the COVID-19 pandemic globally, there have been increased needs on exporting medical and non-medical related shipments from China. In order to strengthen the quality supervision to both medical and non-medical commodity export, Ministry of Commerce, 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. All export shipments must compliance with the latest regulation.

You can refer to below link to get more details:

http://english.mofcom.gov.cn/article/newsrelease/significantnews/202004/20200402959471.shtml

With respect to Personal Protective Equipment shipment, FedEx will only accept over 100 kg per AWB from April 27, 2020. Personal shipments will not be impacted at this moment.

Kindly reminder that if you fail to provide all required export declaration documents to complete clearance process within 5 working days from the date of pick-up, we will have to return your shipments.

You can also contact our customer service or Sales representative for more details.

We apologize for any inconvenience.

FedEx is essential business keeping commerce moving and delivering critical relief during the COVID-19 crisis. We are still delivering for you as the applicable regulations allow despite local restrictions in various parts of the world.

These restrictions are disrupting the global supply chain and with the COVID-19 outbreak outside of China, there have been some strong needs on exporting medical related shipments to worldwide. To continue providing our customers with the best possible service during this time, FedEx will need to adjust the network to accommodate the demand.

Start from April 28, 2020, we will resume outbound shipments cross territory pick-up service while outbound receiver pay service for none account shipper will still be suspended until further notice.

You can also contact our customer service or Sales representative for more details.

With the COVID-19 pandemic globally, there have been increased needs on exporting medical-related shipments from China.

In order to strengthen the quality supervision to medical commodity export, General Administration of Customs P.R.China released Announcement No. 53 of 2020 on April 10, 2020 with immediate effect to reinforce the compliance. Start from April 17 2020, the medical materials under Customs Harmonized Codes of 6307900010 etc. (see below for in-scope HS codes list) are subject to CIQ inspection of export commodities.

FedEx is now taking the precautions that start from April 17 2020, the materials under Customs Harmonized Codes 6307900010 etc. (see below for in-scope HS codes list), regardless for medical use or not, will be declared as formal entry shipments only. Personal shipments will not be impacted by this service adjustment at this moment Please get the required documents prepared timely. Thank you for your understanding and cooperation.

Series 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

 

Please visit General Administration of Customs P.R.China official website to get the most updated details.

You can refer to below link of General Administration of Customs P.R.China to get more details:

http://www.customs.gov.cn/customs/302249/302266/302267/2961602/index.html

You can also contact our customer service or Sales representative for more details. 

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

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.

During 2021 Lunar New Year Holiday, there will be some changes to our service. Arrangements for most cities are as below. For more specific details, please contact our Customer Service Hotline.

Date

Day

International Express Services

(For both FedEx and TNT brand service)

Pickup/Delivery

CS hotline

CS online chat

(For FedEx brand service)

6-Feb

Sat

Normal

07:30-24:00

09:00-18:00

7-Feb

Sun

Adjustment 1,2

07:30-20:00

09:00-18:00

8-Feb

Mon

Normal

07:30-24:00

09:00-18:00

9-Feb

Tue

Normal

07:30-24:00

09:00-18:00

10-Feb

Wed

Adjustment 1,2,3,4

07:30-24:00

09:00-18:00

11-Feb

Thu

No Service

08:00-22:00

09:00-18:00

12-Feb

Fri

No Service

08:00-22:00

09:00-18:00

13-Feb

Sat

No Service

08:00-22:00

09:00-18:00

14-Feb

Sun

No Service

No Service

No Service

15-Feb

Mon

No Service

08:00-22:00

09:00-18:00

16-Feb

Tue

Adjustment 2,3,5

08:00-22:00

09:00-18:00

17-Feb

Wed

Adjustment 2,3,5

08:00-22:00

09:00-18:00

18-Feb

Thu

Adjustment 1,4

07:30-24:00

09:00-18:00

19-Feb

Fri

Normal

07:30-24:00

09:00-18:00

20-Feb

Sat

Adjustment 1

07:30-24:00

09:00-18:00

21-Feb

Sun

No Service

No Service

No Service

Notes:

  1. Cutoff time and service may have minor adjustment by district.
  2. There is no regular pickup*.
  3. There is no late pickup and no supply delivery.
  4. There is no noon delivery service and delivery will be performed before 18:00.
  5. FedEx only provide pickup and delivery service based on pre-arrangement.

Date

Day

Domestic Services

(For FedEx brand service)

Pickup/Delivery

CS hotline

CS online chat

6-Feb

Sat

Adjustment 1,2

08:00-22:00

09:00-18:00

7-Feb

Sun

Adjustment 1,2

08:00-22:00

09:00-18:00

8-Feb

Mon

Adjustment 1

08:00-22:00

09:00-18:00

9-Feb

Tue

Adjustment 1

08:00-22:00

09:00-18:00

10-Feb

Wed

Adjustment 1,2

08:00-19:00

09:00-18:00

11-Feb

Thu

No Service

No Service

09:00-18:00

12-Feb

Fri

No Service

No Service

09:00-18:00

13-Feb

Sat

No Service

No Service

09:00-18:00

14-Feb

Sun

No Service

No Service

No Service

15-Feb

Mon

No Service

No Service

09:00-18:00

16-Feb

Tue

Adjustment 1,2,3

08:00-19:00

09:00-18:00

17-Feb

Wed

Adjustment 1,2,3

08:00-19:00

09:00-18:00

18-Feb

Thu

Normal

08:00-22:00

09:00-18:00

19-Feb

Fri

Normal

08:00-22:00

09:00-18:00

20-Feb

Sat

Adjustment 1,2

08:00-22:00

09:00-18:00

21-Feb

Sun

No Service

No Service

No Service

Notes:

  1. Call-in cutoff time/service may have minor adjustment by district.
  2. There is no regular pickup*.
  3. FedEx only provide pickup and delivery service based on pre-arrangement.

* Regular pickup: fixed pickup time which is arranged for specific customers
If there are any discrepancies, please refer to the information provided by our Customer Service Hotline.

For further information, please contact your Sales Representative, or visit our official website at fedex.com/cn or tnt.com. You can also call our Customer Service Hotline as below, or follow FedEx China official WeChat account to contact our online Customer Service.

  • FedEx Customer Service Hotline (Domestic): 400.889.1888
  • FedEx Customer Service Hotline (International): 800.988.1888/400.886.1888
  • TNT-brand Customer Service Hotline: 800.820.9868/400.820.9868

According to Announcement of the Ministry of Commerce, the State Cryptography Administration and the General Administration of Customs [2020] No. 63 - Announcement on Issuing the Import Licensing List and Export Control List of Commercial Cryptography and Relevant Administrative Measures, with a view to safeguarding state security as well as social and public interests, starting from January 1, 2021, it has been decided to implement import licensing and export control of relevant commercial cryptography.

In order to import any of the items and technologies set out in the Import Licensing List of Commercial Cryptography, an application shall be filed with the Ministry of Commerce for an import license for dual-use items and technologies; and in order to export any of the items and technologies set out in the Export Control List of Commercial Cryptography, an application shall be filed with the Ministry of Commerce for an export license for dual-use items and technologies

You can refer to announcement & relevant licensing procedures from the below link:
http://www.mofcom.gov.cn/article/b/c/202012/20201203019733.shtml

For further information, please contact your Sales Representative, or call our FedEx Customer Service Hotline at 400.889.1888 (Domestic) or 800.988.1888/400.886.1888 (International) or 800.820.9868/400.820.9868 (TNT-brand service). You can also follow our official WeChat account FedEx China to contact our online Customer Service.

We expect a surge in outbound shipping volume before Chinese New Year Holiday in Mainland China, Hong Kong SAR China, Macau SAR China and South Korea in February 2021.

When planning your shipment, please note that the transit time for selected FedEx Express outbound shipments from Mainland China, Hong Kong SAR China, Macau SAR China and South Korea will be temporarily extended as listed below.

Origin

Destination

Affected FedEx Service

Additional Transit Time (Working days)

Effective Period
(Pickup date1)

· Northern China2

· Canada

· Latin America

· United States

· International Priority (IP)

· International Priority Freight (IPF)

2

February 1 – 11, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

3

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

· Asia

· International Priority (IP)

· International Priority Freight (IPF)

1

· Eastern China3

· Canada

· Latin America

· United States

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

3

February 1 – 11, 2021

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

· Asia

· International Priority (IP)

· International Priority Freight (IPF)

2

· Southern China4

·Canada

· Latin America

· United States

· International Priority (IP)

· International Priority Freight (IPF)

2

February 1 – 11, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

3

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

· Asia

· International Priority (IP)

· International Priority Freight (IPF)

1

· Hong Kong SAR China

· Macau SAR China

· Canada

· Latin America

· United States

· International Priority (IP)

· International Priority Freight (IPF)

2

February 1 – 12, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

1

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

· South Korea

· Asia

· International Priority (IP)

· International Priority Freight (IPF)

1

February 1 – 11, 2021

1 If the shipment is picked up after the cut-off time, the pickup date will be the next business day.

2 Northern China includes  Beijing, Gansu, Hebei, Heilongjiang, Henan, Inner Mongolia, Jilin, Liaoning, Ningxia, Qinghai, Shaanxi, Shandong, Shanxi, Tianjin and Xinjiang.
3 Eastern China includes Anhui, Chongqing, Hubei, Jiangsu, Jiangxi, Shanghai, Sichuan and Zhejiang.

4 Southern China includes Fujian, Guangdong, Guangxi, Guizhou, Hainan, Hunan and Yunnan.
Note: There may be additional transit time extensions experienced due to the current COVID-19 situation. Please find out more below:

China Click here  | Hong Kong SAR China Click here | Macau SAR China Click here  | South Korea Click here
If you have further questions about the pre-holiday service extension, please contact your Sales Representative or our Customer Service Hotline.

We expect a surge in outbound shipping volume in December 2020 before year-end holidays in Eastern & Southern China, Hong Kong SAR China and Macau SAR China.

When planning your shipment, please note that the transit time for selected FedEx Express outbound shipments from Eastern & Southern China, Hong Kong SAR China and Macau SAR China will be temporarily extended as listed below.

Origin Destination Affected FedEx Service Additional Transit Time (Working days) Effective Period
(Pickup date1)

Eastern China2

· Canada

· Latin America4

· United States

· International Priority (IP)

· International Priority Freight (IPF)

2 December 18 – 28, 2020

Southern China3

· Canada

· Latin America4

· United States

· International Priority (IP)

· International Priority Freight (IPF)

1

Hong Kong SAR China

· Canada

· Latin America4

· United States

· International Priority (IP)

· International Priority Freight (IPF)

2

Macau SAR China

· Canada

· Latin America4

· United States

· International Priority (IP)

· International Priority Freight (IPF)

 2

1 If the shipment is picked up after the cut-off time, the pickup date will be the next business day.

2 Eastern China includes Anhui, Chongqing, Hubei, Jiangsu, Jiangxi, Shanghai, Sichuan and Zhejiang.

3 Southern China includes Fujian, Guangdong, Guangxi, Guizhou, Hainan, Hunan and Yunnan.

4 Latin America includes Anguilla, Antigua, Argentina, Aruba, Bahamas, Barbados, Belize, Bermuda, Bolivia, Bonaire, Brazil, British Virgin Islands, Cayman Islands, Chile, Colombia, Costa Rica, Curacao, Dominica, Dominican Republic, Ecuador, El Salvador, French Guiana, Grenada, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique, Mexico, Montserrat, Nevis, Nicaragua, Panama, Paraguay, Peru, St. Croix Island, St. Lucia, St. Maarten, St. Martin, St. Vincent, Suriname, Trinidad & Tobago, Turks & Caicos Islands, Uruguay and Venezuela.

Note: There may be additional transit time extensions experienced due to the current COVID-19 situation. Please find out more below:

China Click here  | Hong Kong SAR China Click here | Macau SAR China Click here

If you have further questions about the pre-holiday service extension, please contact your Sales Representative or our Customer Service Hotline.

FedEx strives to make your shipping experience as straightforward as possible. When organizing a shipment to Australia, it is important to provide the following mandatory details:

1. Shipper full name (first and last name as a minimum) and full delivery address

2. Consignee full name (first and last name as a minimum) and full delivery address

3. Telephone number or email address

4. Clear description of goods. No part numbers, generic descriptions or abbreviations. Weight also must be greater than zero

5. 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 minimize processing delays. If you require support, please contact your Account Managers or our customer service team. 

Effective 15 October 2020, high-risk plant products from all countries are not permitted entry into Australia within mail articles (including FedEx and TNT shipments). Any shipments containing high-risk plant products arriving in Australia will be destroyed.

The Australian Department of Agriculture, Water and the Environment (DAWE) is implementing these actions to address the risk of khapra beetle (Trogoderma granarium) on a range of plant products that are hosts of this pest. These urgent actions are being implemented in phases, please refer to the Departments website for further information regarding Kharpa beetle and high-risk plant products.

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).  

The government authorities have been paying greater attention to green packaging in recent years, and a number of standards related to express packaging have been issued. According to provisions in the Interim Regulations on Express Delivery, the State encourages shippers to use degradable and reusable packing materials, which are friendly to the environment.

The Measures for the Supervision and Administration of Delivery Security in the Postal Industry (the “Measures”), which took effect on February 15, 2020, also stipulates that users should avoid over packaging and reduce packaging waste in accordance with the provisions of existing laws and administrative regulations. Article 19 of the Measures stipulates that if account customers provide packaging and adhesive tape, the express delivery enterprise must inform them in writing that the packaging and adhesive tape provided must conform to the laws and regulations related to environmentally friendly packaging.

In compliance with the above regulations, FedEx hereby inform you that:
If you yourself provide the packaging and adhesive tape for shipments to be carried by FedEx, you must comply with the national laws and regulations related to environmentally friendly packaging.

 

Thank you for your understanding and cooperation as well as your contributions to our ecological and environmental protection!

Reference:

  • 1. Article 9 of the Interim Regulations on Express Delivery: "the State encourages enterprises engaged in express delivery business and shippers to use degradable and reusable packaging materials, which are friendly to the environment, and encourages the said enterprises to take measures to recycle express packaging materials so as to reduce and reuse packaging materials.”
  • 2. Article 16 of the Measures for the Supervision and Administration of Delivery Security in the Postal Industry (the “Measures”): “postal enterprises, express delivery enterprises and users shall, in accordance with the provisions of the laws and administrative regulations, avoid excessive packaging of shipments and reduce packaging waste."
  • 3. Article 19 of the Measures: “if the account customer provides mail, express packaging and adhesive tape, the postal enterprise and express delivery enterprise shall inform them in writing that the package and adhesive tape provided shall conform to the laws and regulations related to environmentally friendly packaging.”

Shipping Regulatory Update

Effective from January 20, 2020, an Additional Handling Surcharge and Oversize Charge apply to any package that meets any of the following criteria:

  1. Additional Handling Surcharge

    1. Dimensions
      A surcharge applies to a shipment containing any package that: a) measures greater than 121 centimeters along its longest side; b) measures greater than 76 centimeters along its second-longest side.
    2. Freight
      A surcharge applies to a shipment containing any freight handling unit that measures greater than 157 centimeters along its longest side.
       
  2. Oversize Charge

    An oversize charge applies to a shipment containing packages that exceed 243 centimeters in length or 330 centimeters in length and girth (L+2W+2H).

    Package shape and dimensions may change during transit, which can affect the package’s surcharge eligibility. If the dimensions change during transit, FedEx may make appropriate adjustments to the shipment charges at any time.

    For further information about 2020 surcharge, please contact your Sales Representative, call our Customer Service Hotline at 400.889.1888 (Domestic), 800.988.1888/400.886.1888 (International), or visit https://www.fedex.com/en-cn/shipping/surcharges/other-surcharges.html for your reference.

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.

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.

Domestic Service Customer News

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