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 Shinsuna Station tested positive for the Novel Coronavirus (COVID-19) on August 9, 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 Shinsuna 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 FedEx Express 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 Shinsuna Station on and after August 11 (Tuesday) 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.

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!

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.

Effective October 1, 2020, FedEx Express has revised some of the ancillary clearance service fees on import shipments to Japan.  For more details, please check here. (Posted on October 8, 2020)

FedEx now offers services on its official LINE account. Using this most popular communications application in Japan, customers can easily navigate our online shipping tools for FedEx services such as scheduling a pickup, tracking shipment and more.

Main features of FedEx Official LINE account are:

  • Easy and instant access to the online tools on fedex.com
  • Convenient FAQ search

To find out more or to get started, please download the account from the below embedded QR code.

LINE QR code

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).  

If you do not wish to have your shipment left delivered at the door, please choose our Signature Service options

*Signature Service options are chargeable (from 380yen or higher)
*The declared value of shipments over 500USD will not be left at the door. In this case, Signature Service options are free of charge.

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.  

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.

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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