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 employees at Makuhari World Service Center, Fuchu Station and Narita Airport Operation (one each in three places) were tested positive for the Novel Coronavirus (COVID-19) on January 8, 10 and 12, 2021. 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 facilities. On this particular case, we were advised by the public health center that we can continue to operate all the three facilities based on their evaluation of our daily infection prevention measures which include facility and equipment disinfection and ventilation of offices and rooms. Please be rest assured that our operations in the three facilities on and after January 13 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 facilities.

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

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!

As part of FedEx 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 or our authorized representatives3. In addition, all shipments may be subject to security inspection, including X-rays.

1 Examples: Passport, Driver’s license, Individual Number card (Social security and Tax number system), 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 reserves the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

 

At FedEx, we are committed to complying with all the regulatory standards of applicable laws to ensure our safe operations of aircraft around the world. When required, we conduct safety measures, such as X-ray inspection and opening packages to check the contents. Recently, during inspections, we have found an increasing number of cases where the declared items on the documents and the actual commodities in the package were different—often the undeclared items were dangerous goods or prohibited items.

Lighters in particular are classified as dangerous goods (UN1057) under the IATA (International Air Transportation Association) regulations regardless of whether they are new or used and must be correctly declared as a dangerous good by the shipper. If you have an item, which has had elements removed, that make it no longer a dangerous good or prohibited classification, we ask you to note the item as “Not Restricted” on the air waybill and commercial invoice. You must also submit a “Proof of Cleansing” or other relevant document (English/Japanese written side by side) to prove the item is no longer classified as a dangerous good or prohibited item.  

After tendering your shipment, if any prohibited items are found during a customs inspection and deemed as undeliverable, confiscation or disposal of the items may occur. In these cases, we reserve the right to dispose or carry out any other necessary resolutions at our sole discretion in compliance with local customs and regulatory standards. Please also be advised that all costs incurred for return, storage or disposal of the shipment may be charged to the sender.

For details about prohibited items, please check our Standard Conditions of Carriage.

We are receiving lots of gift shipments this holiday season but are you aware of the prohibited items that cannot be shipped with us? 

For details about prohibited items, please check our Standard Conditions of Carriage. (e.g.: tobacco, vapor tobacco, etc.) Additional restrictions may apply depending on your shipment’s destination. Also, various regulatory clearances in addition to customs clearance may be required for certain commodities. Please contact Customer Service for details.

After tendering your shipment, If any prohibited items are found during a customs inspection and deemed as undeliverable, confiscation or disposal of the items may occur. In these cases, we reserve the right to dispose or carry out any other necessary resolutions at our sole discretion in compliance with local customs and regulatory standards. Please also be advised that all costs incurred for return, storage or disposal of the shipment may be charged to the sender.

We are pleased to announce the launch of FedEx® Electronic Trade Documents on a new version of FedEx Ship ManagerTM at fedex.com. You can upload your commercial invoices and other documentation through an online application and no longer need to print out and attach your documentation to shipments.* All your documentation will be sent directly to our custom clearance team who will help you avoid any potential customs delays.

Please be sure to write your company name on your commercial invoice. Not having a company name may lead to customs delays.

*This feature is not available for some destinations. Also, you need to print out your air waybill.

“FedEx Europe Campaign” is available now. There is a chance to win special European gift. Please enroll from the campaign page.

For campaign enquiry please email to apac_mktg4@fedex.com.

*The campaign is available for the customers in Japan only.

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.

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 delivery left at the door, please choose from 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. (Except ASR) 

*As a part of our additional precautionary measures to prevent the spread of COVID-19, your FedEx courier may still leave a Signature Service option package at the front door and complete delivery upon confirming the presence of recipient to immediately collect the package, along with verbal consent from the recipient.

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

Pickup and delivery delay are expected in some part of Tohoku, Hokuriku and Shinetsu area due to the heavy snow.

Sorry for the inconveniences caused and we appreciate your kind understanding.

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