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.

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.

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.

Effective from November 16, 2020, FedEx and TNT will adjust the latest call-in cut-off time for scheduling pick-up from 20:30 to 18:18* from Monday to Friday. 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 18:18 will remain unchanged as 20:30. Any order call-in for scheduling pick-up after 18:18, 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.

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

To account for additional processing time, effective November 23, 2020, an additional business day for transit will be required for shipments to Mainland China when using manual air waybill*.

That’s why you need FedEx Ship Manager™ at fedex.com (FSM) – a convenient, one-stop online tool that allows you to prepare your air waybill and shipment paperwork more efficiently. There’s no additional surcharge** or processing time when you ship online. Watch this video to learn more about the benefits of digital shipping.

* This refers to the multi-ply paper manual air waybills.

** A surcharge was imposed to manual air waybills since April 2020, click here for details.

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).  

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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