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.

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 October 1, 2021, we are retiring the older versions of FedEx Ship Manager Software (ver. 12 or below) and FedEx Web Services (below ver. 3600).  At the same time, corresponding technical support services will stop.

From October 1, 2021, customers will no longer be able to access any technical support for the expired software and risk a shipment delay due to incorrect shipment label information.

Impacted customers will receive email notification by July, 2021, and will be provided with instructions to upgrade or switch to online shipping.

Effective from July 17, 2021, FedEx and TNT will adjust the latest package call-in cut-off time for scheduling pick-up from 17:00 to 15:00 on Saturdays. This cut-off time change is applicable to shipments using FedEx International Priority (IP) or FedEx International Economy (IE) service below 300 kg, TNT Express or TNT Economy Express. 

The latest package pick-up time for the call on or before 15:00 on Saturdays will remain unchanged as 17:00. Any order call-in for scheduling pick-up after 15:00 on Saturdays, FedEx and TNT will arrange the pick-up service on the next working day. To arrange the pick-up service for your shipments, it is convenient to schedule online

Should you have further enquiries, please contact our Customer Service team

Thanks for your continuous support to our services.

* This cut-off change varies from weight of shipment, pick-up area or service. For details, please contact Customer Service team.

New FedEx paks you can reseal and reuse
Your favorite FedEx Paks now feature an innovative second seal, keeping your shipping equally1 secure when you reseal and reuse the paks a second time.

Shipping made greener
The reusability of these paks aligns with our sustainability efforts to reduce our environmental footprint, find innovative solutions and improve quality of life. All FedEx packaging is 100% recyclable, so, after its first use, our paks can be used again and then recycled – just another way we connect the world in responsible and resourceful ways.

Available from June
Starting Jun 2021, your new and improved FedEx Paks will start arriving as usual through your regular order channels. Simply look out for the new resealable FedEx Paks that will connect you with the world in a more convenient and sustainable way.

1. if the pak is in like-new condition and is not damaged.

Saturday pickup shipments on regulated items (food, soil and fertilizer) from Hong Kong to Europe will be delayed potentially.

We are sorry for any inconvenience caused. Should you have any enquiries, please feel free to contact our Customer Service.

We expect a surge in outbound shipping volume in late April 2021 before Public Holiday in Mainland China, Hong Kong SAR China, Macau SAR China and Japan.

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 Japan 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)

1

April 30 – May 01, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

2

April 26 – May 01, 2021

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

Eastern China3

· Canada

· Latin America

· United States

· International Priority (IP)

· International Priority Freight (IPF)

1

April 28 – May 01, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

2

April 26 – May 01, 2021

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

Southern China4

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

2

April 26 – May 01, 2021

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

· Hong Kong SAR China

· Macau SAR China

· Canada

· Latin America

· United States

· International Priority (IP)

· International Priority Freight (IPF)

1

April 28 – May 01, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

2

April 26 – May 01, 2021

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

Japan

· Canada

· Latin America

· United States

· International Priority (IP)

· International Priority Freight (IPF)

1

April 30 – May 01, 2021

· Europe

· International Priority (IP)

· International Priority Freight (IPF)

2

April 26 – May 01, 2021

· Middle East/ Indian Subcontinent/ Africa (MEISA)

· International Priority (IP)

· International Priority Freight (IPF)

· International Economy (IE)

· International Economy Freight (IEF)

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 | Japan Click here

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

Beginning May 1, 2021, there are two additional billing options that you can choose for the ancillary clearance service fees incurred in Latin America and the Caribbean (“LAC”):

a) Bill to your own shipper account (i.e. Bill duties & taxes to shipper), or 

b) Bill to a third-party account based in the Asia-Pacific region2 (i.e. Bill duties & taxes to third party3).   

This is on top of the existing option of billing ancillary clearance service fees to the shipment’s recipient (“Consignee”). 

By selecting “Bill duties & taxes to shipper” on the FedEx air waybill, applicable duties and taxes4 and/or all ancillary clearance service fees incurred in the following LAC countries and territories will be invoiced to your shipper account:

Anguilla, Antigua & Barbuda, Argentina4, Aruba4, Bahamas4, Barbados4, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia4, Costa Rica4, Curacao4, Dominica, Dominican Republic4, Ecuador, El Salvador, French Guiana, Grenada, Guadeloupe4, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique4, Mexico4, Montserrat, Nicaragua, Panama, Paraguay, Peru, Saba, Saint-Barthelemy, St. Kitts & Nevis, St. Lucia, St. Maarten, St. Eustatius, St. Vincent, Suriname, Trinidad & Tobago4, Turks & Caicos, Uruguay, British Virgin Islands, and US Virgin Islands.

For the latest details on Ancillary Clearance Service Fees and any applicable destination value-added tax/ goods & services tax (VAT/GST4) assessed in the LAC region, please click here.

 

1 For security reasons, we have only displayed the last 6 digits of your 9-digit FedEx Account Number. 

2 Asia-Pacific countries and territories with Global Payer option: Australia, Guam, Hong Kong SAR China, Indonesia, Japan, Mainland China, Macau SAR China, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan China, Thailand, Vietnam, Brunei, Cambodia, Laos, Mongolia, American Samoa, Cook Islands, East Timor, Fiji, French Polynesia, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Northern Mariana, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis & Futuna, Western Samoa.

3 Mainland China accounts can only be billed to shipper.

4 As of May 1, 2021, shipments imported into the following LAC countries and territories will be subject to a destination value-added tax/ goods & services tax (VAT/GST) assessed on all fees incurred in the destination (including but not limited to ancillary fee): Argentina, Aruba, Bahamas, Barbados, Colombia, Costa Rica, Curacao, Dominican Republic, Guadeloupe, Martinique, Mexico, Trinidad & Tobago.

We are currently experiencing high shipping volume flowing through our FedEx Paris-Charles de Gaulle (CDG) hub and there was a work stoppage at our TNT air hub in Liege on March 3. Customer may experience delays in their FedEx and TNT shipments inbound and outbound of Europe. Transshipments transiting through these hubs may also experience delays as well.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit fedex.com or tnt.com. 

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.

As part of FedEx and TNT safety and security requirements, effective January 11, 2021, shippers with no registered shipping accounts tendering shipments to us over the counter must present a valid government-issued photo identity card1. Information will be collected for safety and security purposes and will only be used as required or permitted by law2.

Prior to acceptance at the counter, please open the package for inspection by FedEx, TNT or our authorized representatives3. In addition, all shipments may be subject to security inspection, including X-rays.

1 Examples: National ID Card, Passport, Social Security Card, Driver’s license, etc.
2 For more information, refer to FedEx Global Privacy Policy and Notice: fedex.com/en-us/trust-center.html , and any applicable supplemental local FedEx privacy notice/statement.
3 FedEx and TNT reserve the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

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

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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