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.

Effective from August 3, 2020, due to the recent COVID-19 situation, for those shipments using the FedEx International Priority Services, there will be adjustment of call in cut-off, shipment ready and drop off on some trade lanes until further notice.

The schedule adjustment of Hong Kong to the United States, Canada and Latin America shipments as follow: 

Adjusted schedule

East Coast

Monday to Friday

 

Service

Original

New*

FedEx International Priority (Below 300 kg)

18:18

15:00

FedEx International Priority (300 kg and above)
FedEx International Priority Freight

15:00

12:00

General shipment: Drop off at Station

19:00

16:00

General shipment: Drop off at World Service Center

19:00

15:30

Dangerous Goods:

Call in pickup (Lithium Battery Only)

13:00 (call in pickup) /
15:00 (shipment ready)

11:00 (call in pickup) /
13:00 (shipment ready)

Dangerous Goods:

Call in pickup (Except Lithium Battery)

11:00 (call in pickup) /
14:00 (shipment ready)

11:00 (call in pickup) /
12:00 (shipment ready)

Dangerous Goods:

Drop off at station & airport (Lithium Battery Only) 

13:00 (call in pickup) /
16:00 (shipment drop off)

11:00 (call in pickup) /
14:00 (shipment drop off)

Dangerous Goods:

Drop off at airport (All types of Dangerous Goods) 

12:00 (call in cut-off) /
15:00 (shipment drop off)

11:00 (call in cut-off) /
14:00 (shipment drop off)

Multiple Location Pick-up Cut-off

18:18

15:00

*Remarks: Except the shipment pick up from remote areas.  The call in cut-off time of shipment pick-up from Tseung Kwan O, Sai Kung, Tuen Mun River Trade Terminal, Castle Peak Road, Tuen Mun, Sam Shing to Sham Tseng will be revised to 12:00.

Should you have any enquiries, you may contact our Customer Service Team for more information.

In order to strengthen the quality supervision of both medical and non-medical commodity export, Ministry of Commerce of China, 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.

China shippers must ensure all export shipments to be compliant with the latest regulation and paperwork requirements. You may get more information from the website of Ministry of Commerce of China (click here).

To ensure smooth customs export clearance from China, importers are strongly encouraged to check with their shippers in China that their export shipments of both medical and non-medical commodity export meet the regulations/guidelines imposed, prior to engaging in the export arrangement from China.

According to the China Customs declaration regulation update on General Administration of Customs Announcement No. 53 of 2020, select medical-related export items listed below under the following Customs Harmonized Codes (HS codes) are subjected to China inspection and Quarantine (CIQ) inspection of export commodities starting from April 10, 2020. This is to strengthen the quality supervision on select medical related item export from China.

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

To ensure smooth customs export clearance of these medical items from China, importers are strongly encouraged to check with their shippers in China that their export for these listed items meet the formal export declaration imposed by China Customs, prior to engaging in the export arrangement from China.

You can refer to the link below from General Administration of Customs P.R. China for more details, customs.gov.cn/customs/302249/302266/302267/2961602/index.html (available in simplified Chinese only).

Due to the impact of the global epidemic, extra resources are required to process manual air waybill.   Starting from April 20, 2020, we will impose a surcharge for the provision of manual air waybills. Customers who opt for manual air waybills will be charged HKD20 per piece with a minimum order quantity of 5 pieces.  The launch of the manual air waybill surcharge will also be a part of our digital initiative going forward.

You may continue to use manual air waybills already on hand, however if you order additional manual air waybills from April 20, you will be charged a fee of HKD100 for an order 5 pieces of manual air waybills.

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”! 

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

Looking for shipping documents (including BNO renewal) to United Kingdom? Click here for some shipping tips.

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'.

Our Customer Service Hotline, delivery, pick-up and drop-off services at FedEx Locations will be suspended during the day following Chung Yeung Festival on October 26, 2020.


If you require special pick-up service or drop-off at station on above date, please contact us before 17:00 on October 24, 2020 for arrangement.

Should you have any enquiries, please feel free to contact our Customer Service

From October 5, the transit time for FedEx Express and TNT shipments from worldwide to Ho Chi Minh City and neighbouring provinces in South Vietnam (via SGN gateway) will arrive one day faster. This is part of our on-going effort to enhance customer experience.

Origin Destination Services Day of Week PUP* Transit- time improvement
(business day)
Worldwide South Vietnam
(via SGN gateway)
All FedEx and
TNT Services
For every Monday-Friday starting October 5

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

Note: There may be additional transit time extensions and temporary service suspension experienced due to the current COVID-19 situation. Please find out more on fedex.com and tnt.com

If you have further questions about this service enhancement, please contact your Sales Representative or our Customer Service Hotline.

We expect a surge in the outbound shipping volume before the upcoming national holidays in China, Hong Kong SAR China and South Korea respectively in October 2020.

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

Origin

Destination

Affected FedEx service

Additional transit time (working days)

Effective period
(pickup date*)

· China

· Canada

· Latin America

· U.S.

· International Priority (IP)

· International Priority Freight (IPF)

2

September 25 – October 1

· Europe

· Middle East, Indian Subcontinent, and Africa (MEISA)

· International Economy (IE)

· International Economy Freight (IEF)

1

September 25 –

October 1

· APAC

· International Priority (IP)

· International Priority Freight (IPF)

2

September 21 –

October 1

· Hong Kong SAR China

· Canada

· Latin America

· U.S.

· International Priority (IP)

· International Priority Freight (IPF)

1

September 28 –

October 1

· South Korea

· APAC

· International Priority (IP)

· International Priority Freight (IPF)

2

September 25 –

October 1

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

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).  

Our Customer Service Hotline, normal delivery, pick-up and drop-off services at FedEx Locations will be suspended during National Day on October 1, 2020 and the day following the Chinese Mid-Autumn Festival on October 2, 2020 respectively.

If you require special pick-up service or drop-off at station on these two dates, please contact us before 18:00 on September 30, 2020 for arrangement.

Should you have any enquiries, please feel free to contact our Customer Service.

Effective 28 September 2020, FedEx will expand its Dangerous Goods (DG) shipping service on International Priority (IP) services to all locations in Australia, excluding Tasmania. With this service capability, we strengthen our network coverage in Australia to benefit customers as well as bring new trading opportunities.

When in the Australian network, these DG shipments will be handled within our Australia domestic road express operational network. This enables end to end control and visibility, providing customers with peace of mind.

Please note the following DG are prohibited and cannot be carried:

·   Class 1 Explosives

·   Class 7 Radioactive Material, including Radioactive Material Excepted Packages

·   6.2 Infectious Substances in Category A (UN2814 and UN2900)

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.

Effective September 1, 2020, FedEx Express will accept outbound and inbound Dangerous Goods (DG) Class 9 shipments to and from Hanoi (HAN) gateway. Customers are able to ship and receive DG Class 9 to/from select cities and provinces such as Hanoi, Hai Phong, Hai Duong, Bac Ninh, Bac Giang, Vinh Phuc.

The DG Class 9 service is only available for International Priority (IP), International Priority Freight (IPF), International Premium (IP1), International Express Freight Service (IXF) and International Airport-To-Airport (ATA) shipments.

DG Class 9 are goods including:

  • Aviation Regulated Solid or Liquid
  • Magnetized Material
  • Environmentally Hazardous
  • Genetically Modified Micro-Organisms (GMMOs) or Genetically Modified Organisms (GMOs)
  • Lithium Batteries
  • Substances which, on Inhalation as Fine Dust, may Endanger Health
  • Capacitors
  • Substances Evolving Flammable Vapour
  • Life-Saving Appliances
  • Substances and Articles which, in the Event of Fire, may Form Dioxins
  • Other Substances or Articles Presenting a Danger During Transport, but not Meeting the Definitions of Another Class

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

The Vietnam officials has recently implemented new cargo-flight operating hours due to the closure of a runway at Tan Son Nhat Airport, effective on July 13, 2020. This situation resulted in flight changes and there will be temporary transit time extensions for selected FedEx and TNT inbound and outbound shipments to and from South Vietnam via SGN gateway. 

Origin

Destination

Affected service

Additional transit time (working days)

Effective period

Ho Chi Minh City
(SGN gateway)

Asia
(except for Indonesia, Korea, Philippines)

All FedEx and TNT Services

1

July 20 till further notice

Worldwide

Ho Chi Minh City
(SGN gateway)

All FedEx and TNT Services

1

July 20 till further notice

 

We will continue to use our logistics network to minimize service impacts to deliver the best possible service to our customers. Please visit fedex.com and tnt.com or contact your local Customer Service team to find out about the status of your package.  

To enhance the safety of our customers and employees, effective immediately, we suspend the door-to-door pickup & delivery services in the buildings with confirmed cases of COVID-19 in the past 14 days until further notice. The impacted packages will be picked up or delivered by one of the following ways:

1. Entrance of the building; or

2. Hold at one of FedEx locations; or

3. Our dedicated staff will contact the customers for the particular arrangement; or

4. Hold at 7-Eleven Stores or FedEx lockers. (For customer pick up only)

 

For the list of the affected buildings, please refer to the information from the Government of HKSAR.

For any enquiries, please contact our Customer Service Team.

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.

Online Fraud Alert

We have received reports of fraudulent phone calls claiming to come from FedEx in recorded message about shipment delivery. If you receive call matching this description, please get off the phone immediately.

FedEx does not make automated calls to customers requesting information regarding packages, invoices, account numbers, passwords or personal information.

If you are unsure the authenticity of calls from FedEx, please contact our Customer Service Team at 2730 3333 for verification.

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.

Service Disruption

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