Customer Support FedEx

Customer Support

Customer Support

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Customer Service

Mon-Fri: 08:30 to 19:00
Sat: 08:30 to 17:30

0120.00.3200 (Toll Free)
043.298.1919 (Within Japan)
81.43.298.1919 (Overseas)

*Push-phone service to request package pickup or package tracking "PACKAGE PICKUP" or "PACKAGE TRACKING" is available after regular business hours

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Technical Support

For enquiries on FedEx automation products and applications, call us at:
0120.861.585

*Service Hours: Mon - Fri 09:00 to 20:00 (Japanese language support)
7 days a week including public holidays (English language support)

Write to FedEx

File a Claim

To file a claim for shipment loss or damage please download the form and return the completed document by fax: 81.43.298.1973 or email to jpcsr@fedex.com to our FedEx Customer Service Team.

*Download Adobe Acrobat Reader to view the form.

Frequently Asked Questions

To update your billing information, please contact our billing team at 0120.732.327

To request a billing adjustment, please logon to FedEx® Billing Online. You may also contact us at 0120.73.2327 investigate the case.

The sender, the recipient, or a third-party can file a claim. A letter of authorization is required if a recipient or third party to make a claim.

If you email the claim form to us, you will receive acknowledgement of the email and regular updates on the status of your claim.

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.

The cost to ship a package depends on a few factors, such as the actual weight, dimensions, and the distance the package is being shipped.

  • Go to Get Rates & Transit Times
  • Enter the From and To zip codes. If the address you are shipping to is a residence, check the box "This is a residential address".
  • Enter the number of packages and the weight of each package. To see discounts associated with your account, check the box, "Ship using a FedEx Account Number".
  • Select the Pickup/Dropoff option from the drop-down menu.
  • Select a Ship date.
  • Click either the Get Quick Quote or Get Detailed Quote button.

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The fuel surcharge for each shipment is assessed on the net freight charge and the following transportation-related surcharges:

  • Broker Routing Fee (Broker Select)
  • Out of Delivery Area (ODA)
  • Out of Pickup Area (OPA)
  • Residential Delivery Surcharge (RESI)
  • Saturday Delivery (SDL)
  • Saturday Pickup (SPU)

For more information, please click here.
The fuel surcharge will vary depending on the market or country.

 

Please follow the steps below to open a FedEx account:

  • Go to the Open a FedEx Account page.
  • Select your preferred account type: Corporate or Personal account.
  • Follow the steps and complete the required fields.

In order to ship online using FedEx Ship ManagerTM at fedex.com, a FedEx account and a fedex.com login are required. You can first open a FedEx Account online and then get a fedex.com login.

If you want to ship online using the full range of FedEx Ship Manager services on fedex.com, a FedEx account and a fedex.com login are required. You first need to open a FedEx account, which you can either do online or by contacting Customer Service, and then you need to register for a fedex.com login ID and password.

For more information on what you need to ship 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. If you already have a FedEx account number, logon to FedEx Ship Manager at fedex.com to process your shipment. 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 FedEx Ship Manager at fedex.com. Logon to FedEx Ship Manager at fedex.com and click on the Ship History tab. Select the shipment and click on the Cancel button.

Yes. FedEx Ship Manager at fedex.com allows 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 the package tracking number, you can access the delivery city and signature information on fedex.com using the Track a Shipment application.

If you need further detailed delivery information, including exact address, please call us at 120.0032.

Yes. Please ensure you keep a record of your booking number. If a booking number is not available, please contact FedEx Customer Service.

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.

This is not possible. Please cancel the original label and create a new one.

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.

If you would like to see the estimated transit time before you process your shipment, please go to Get Rates & Transit Times, complete the required information and click the Get Transit Time button. To see the estimated delivery date of a package in transit, please go to FedEx® Tracking.
Delivery days and times vary by service type. Typically deliveries occur during normal business hours and depends on the service selected.
Please check back periodically to receive the latest status of your package using your tracking number and look for the estimated delivery date.

 

Go to FedEx Tracking, enter your tracking number and click Track to proceed.
To learn more about the status of your package, please visit FedEx Tracking Quick Help.

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

When the courier is unable to leave your package, he/she will leave a Delivery notice 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.

Packages in the FedEx system receive scans at various points between pickup and delivery. It is not unusual for a package to go for more than 24 hours without a scan while in transit – your package may be traveling as intended. For further assistance, please contact FedEx Customer Service at 120.0032.

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 120.0032.

Although we are able to provide the estimated delivery date information for many of our shipments, when a 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.

This information notes that there was an exception to the traditional in-person courier delivery. For example, perhaps no one was at the destination address so it was not left and delivery will be reattempted, or it was left without a signature because we had prior approval from the sender or recipient to do so.

You can choose from the following options:
- Drop your package off at a FedEx drop-off location
- Arrange for a courier pickup online
- 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 a courier pickup online or call Customer Service. If you ship many packages a week and would like to schedule a regular pickup, please call Customer Service.

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, 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, additional restrictions and fees 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 section 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.