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.

We would like to inform you that our employee at Yokohama Station tested positive for the Novel Coronavirus (COVID-19) on July 25th, 2020. We are letting you know because the health and safety of customers and our team members are our top priority. We are taking all the necessary precautions and are following guidance from government authorities and public health centers related to reporting and containment of the virus, including the professional disinfection of our affected facility.

Our proactive actions to contain the Novel Coronavirus include:

  • Professional disinfection of the Yokohama Station following the guidelines from local public health centers;
  • Identification of employees who had close contact with the individual, who will be requested to work/stay at home and monitor their conditions;
  • Identification of locations the individual visited during business hours and notification to people outside of FedExExpress who had close contact with him/her
  • Provision of surgical masks and hand sanitizer to our customer facing team members for use while at work;
  • Daily temperature check for all employees, vendors and visitors to FedEx Express locations;
  • Notification of employees’ scheduled visits and travel in advance;
  • Utilization of work from home and flexible time work schedule options;
  • Daily disinfection of all FedEx Express locations and vehicles.

Please be rest assured that our operations in Yokohama Station on July 27th (Monday) will be normal and the all the services are unaffected in view of the employee’s last working status and implementation of precautionary measures in the station.

We are doing all we can to ensure the health and safety of you and our employees. We appreciate your kind understanding and cooperation.

The Japanese government has lifted a nationwide state of emergency. Currently, all FedEx/TNT Stations and World Service Centers in the applicable locations remain open and are operating as usual. However, we have identified some impacts to our services, and would like to inform you for your attention.

We are doing all we can to ensure the health and safety of you and our employees and has already implemented our contingency plan.

Please find the service impact details in the applicable locations below. (as of June 15, 2020)

Affected Service

Affected Location

Service Impact/Adjustment

FedEx: Export (Pickup)

All direct pickup service areas* in
Kyushu by FedEx (via Kyushu Koku)

Effective June 15, the same day flight for FedEx Int’l Priority (IP) service has partially resumed.

All service areas in Okinawa

Same as above

FedEx: Import (Delivery)

All extended FedEx delivery service areas*
by Seino Super Express (SSX) in Kyushu

+1 business day (only for shipments arrived/custom cleared on Sat/Sun)

All service areas in Okinawa

+1 business day

TNT: Export (Pickup)

All TNT pickup service areas in East Japan

+1 business day

All TNT pickup service areas in West Japan

Up to 3 business days

TNT: Import (Delivery)

All TNT delivery service areas* in Kyushu

+1 business day

* For more details, please contact our customer service or your sales representative.

We appreciate your kind understanding.

Please be advised that we are experiencing delay in delivering your billing invoices timely due to the commercial flight cancellations in the wake of COVID-19 pandemic.

If you already have a FedEx account number and would like to find the details swiftly, you can register and check through our FedEx Billing Online (FBO). A PDF-compatible downloadable invoice is also available online. For non-account holder customers, please call our Customer Service Invoicing Team at 0120-73-2327 for assistance.

We appreciate your kind understanding.

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.

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 JPY 500 per piece with a minimum order quantity of 10 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 JPY 5,000 for an order 10 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”! 

Service News

Looking for how to ship personal and gift items? Click here for tips and steps to get started!

Try and experience instant shipping with FedEx Ship ManagerTM at fedex.com.  Click here how to ship and schedule your next shipment!

We would like to inform you that in anticipation of severe traffic congestion during Obon holiday, FedEx will make a temporary change of cut-off time.

From August 7 to August 12, 2020, Cut-off time of pickup/drop-off of FedEx Shizuoka station is as follows;

 

Service

Normal cut off time

Aug 7 (Fri) – 12 (Wed)

Pickup time (for same-day flight)

12:00

11:00

Regular pickup time

Varies by customers

Varies by customers

Drop off at FedEx Shizuoka Station (for same-day flight)

14:00

13:00

 

Please be advised that FedEx Shizuoka Station will remain open as usual until 18:00 to accept package drop off for the next-day flight.

 

This is a temporary measure in response to the anticipated traffic conditions. We regret any inconvenience this may cause and ask for your kind understanding and cooperation. 

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.  

We would like to inform you of our operations schedule during this coming Obon holiday period in Japan.

 

Pick-up and Delivery Schedule

Customer Service Business Hours

August 7 (Fri)

Regular operations

8:30 - 19:00

(Regular hours)

August 8 (Sat)

(*1) Saturday operations

8:30 - 17:30

(Saturday hours)

August 9 (Sun)

Closed

Closed

August 10 (Mon/Holiday)

Closed

Closed

August 11 (Tue)

Regular operations

8:30 - 19:00

(Regular hours)

August 12 (Wed)

Regular operations

8:30 - 19:00

(Regular hours)

August 13 (Thu)

Regular operations

8:30 - 19:00

(Regular hours)

August 14 (Fri)

Regular operations

8:30 - 19:00

(Regular hours)

August 15 (Sat)

(*1) Saturday operations

8:30 - 17:30

(Saturday hours)

- For details about the cut-off time at FedEx drop-off locations, please call our Customer Service. Please also note that World Service Centers are open according to the above “Pick-up and Delivery Schedule”.

(*1) Saturday operations are limited to certain FedEx locations only. For more details, please refer to the operating hours at each location. (https://www.fedex.com/en-jp/dropoff.html

Due to traffic congestion expected during the Obon holiday period, we would like to ask for your cooperation in preparing your packages as early as possible on the pick-up day.

FedEx Ship ManagerTM at fedex.com is also available to schedule your pick-up online.

For other inquiries, please call our Customer Service at 0120-003200.

As the FedEx Express/TNT integration and transformation of our business progresses, we are pleased to inform you that, we will combine the existing FedEx Express and TNT legal entities in Japan. This aims to improve our business efficiency and will not affect the transaction details with you.

As part of this process, the entire businesses of TNT Express Worldwide (Japan) G.K. and TNT Customs Clearance Service (Japan) G.K. including their operations and all their assets and liabilities, are expected to be transferred to and combined with Federal Express Japan G.K. on October 1, 2020.

For the time being, TNT product and service portfolios will remain unchanged. There will be no changes to your TNT contacts and your existing FedEx or TNT account.

We thank you for your continuous support on FedEx and TNT services.

As part of our commitment to continually improving our services, we are pleased to inform you that we will be improving the pickup service for export shipments from Shibata-city, Kitakanbara-gun Seiro-machi,Niigata Prefecture, and Shimoina-gun Takamori-machi, Nagano Prefecture effective June 29, 2020.

The applicable areas and enhanced times are shown below.

Area

New Call-in Cut-off Time

Shibata-city (Postal: 95700XX, 95702XX, 95785XX,
95786XX, 95787XX, 95923XX, 95924XX) and
Kitakanbara-gun, Seiro-machi (95701XX), Niigata Pref.

11:00

Shimoina-gun Takamori-machi, Nagano Pref.
(Postal: 39931XX)

12:00 (Noon)

Now shipments requested by the new call-in cut-off time from Monday through Friday, except holidays, will be customs-cleared and uplifted on a flight that departs from Narita Airport on the same day, improving the transit time from Japan by one business day.

In addition to the enhanced transit time, FedEx Express international shipments from these areas will no longer have an out-of-pickup-area surcharge. Not only will shipments be faster, overall rates will be lower.

For more details on this service enhancement, please call our Customer Service team at 0120-003200 (toll-free) .

FedEx pay duties and taxes in advance on your behalf in order to expedite import customs clearance and, when applicable, we ask you to bear the duty-handling fee. Effective May 1, 2020, for import shipments to Japan, we are revising the fee as shown in the table below. The revised fee will be applied to the advance payment made by FedEx on and after May 1, 2020.

Current Fee

Revised Fee

2% or 500JPY, whichever is greater

2% or 1,000JPY, whichever is greater

When you pay the duties and taxes directly to Customs using direct payment methods such as monthly deferred or from your designated checking account, the above fee will not be charged.

For direct payment details, please go to https://www.customs.go.jp/tetsuzuki/mpn/index_mpn.htm or consult with the Customs authorities.

If you have any inquiries, please contact your Sales representative or call our Customer Service team at 0120-003200.

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 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

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