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.

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 a part of enhanced COVID-19 preventative measures by the Chinese authorities, the airport securities and inspections in China have been further tightened since August 2021. Because of this, we are experiencing some flight delays and it is affecting our operations and causing delays in processing both export and import shipments, especially to/from Shanghai, Pudong Airport.

For your latest shipment status, please try our online tracking feature. 

FedEx is committed to complying with all the regulatory standards of applicable laws to ensure its safe operations of aircraft around the world. We are conducting various safety measures, such as X-ray inspection and opening packages to check the contents when required.  Recently, our inspections 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 items in question were dangerous goods or prohibited items.

In particular, we have seen an uptick of a rare, valued lens, known as an “atom lens,” which is often attached to antique, old cameras. The atom lens is known to contain a radioactive substance, which makes it highly likely to be classified as a dangerous good under the International Air Transportation Association (IATA) regulations. Because these lenses are no longer manufactured and a shipper cannot submit proof that the item is safe to ship, providing for example the material data sheet, FedEx will not accept these antique lenses for shipment. It is too difficult to validate that the atom lens is not a dangerous good.

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 would like to inform you that in anticipation of severe traffic congestion on Tomei Highway due to the upcoming road repair work, FedEx will be making a temporary change of cut-off time from September 27 (Mon) to October 15 (Fri), 2021.

During this period, the call-in cut-off time for pickup will be brought forward by two hours than usual, and the package drop-off time at FedEx Toyokawa Station for the shipments planned to be loaded on the same-day flight will also be brought forward by one hour. 

The call-in cut-off time change is applicable to the following locations served by FedEx Shizuoka Station. : Okazaki-shi, Gamagori-shi, Nukata-gun Kota-cho,Toyokawa-shi, Toyohashi-shi, Shinshiro-shi, Hamamatsu-shi, Kosai-shi, Iwata-shi, Fukuroi-shi (Asaba-cho only)

This is a temporary measure in response to the anticipated traffic conditions. We appreciate your kind understanding and cooperation. 

In order for FedEx to make a secure and safe delivery of your shipment, we have been leaving a door tag (attempted delivery notice) when a recipient is not available to receive a package, even if our courier found a secure location to leave the package, such as delivery locker. We would only leave the package in a secure location on the second delivery attempt after receiving consent or specific instructions from the recipient.

After reexamining our delivery practices in light of current market practices and the environment in Japan, we are pleased to inform you that effective immediately we will complete delivery of your inbound shipment on the first delivery attempt without your signature as long as our courier finds a secure and safe location to do so, such as a delivery locker.

Please note that we will continue to leave an attempted delivery notice when our courier finds it inappropriate to leave a package or if your shipper has made special instructions or selected the signature option*. Please also note that the same practice may not be available for the deliveries by our contracted service providers.

We appreciate your kind understanding and cooperation.

*Subject to actual delivery attempt conditions.  Other conditions may also apply.

Effective October 1, 2021, we are retiring the older versions of FedEx Ship Manager Software (ver. 12 or below) and FedEx Web Services (below ver. 3600).  At the same time, corresponding technical support services will stop.

From October 1, 2021, customers will no longer be able to access any technical support for the expired software and risk a shipment delay due to incorrect shipment label information.

Impacted customers will receive email notification by July, 2021, and will be provided with instructions to upgrade or switch to online shipping.

New FedEx paks you can reseal and reuse
Your favorite FedEx Paks now feature an innovative second seal, keeping your shipping equally1 secure when you reseal and reuse the paks a second time.

Shipping made greener
The reusability of these paks aligns with our sustainability efforts to reduce our environmental footprint, find innovative solutions and improve quality of life. All FedEx packaging is 100% recyclable, so, after its first use, our paks can be used again and then recycled – just another way we connect the world in responsible and resourceful ways.

Available from June
Starting Jun 2021, your new and improved FedEx Paks will start arriving as usual through your regular order channels. Simply look out for the new resealable FedEx Paks that will connect you with the world in a more convenient and sustainable way.

1. if the pak is in like-new condition and is not damaged.

Effective October 5, 2020, we have adjusted our delivery practices for all FedEx U.S. inbound residential shipments. These shipments will be left at the door on the first attempt if the 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.

*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.

Effective February 19, 2021, we have discontinued applying the drop off discount for the shipment you tender at our FedEx World Service Centers, Stations and FedEx Drop Boxes.

We can accept your packages at our applicable facilities as usual.

At FedEx, we are committed to complying with all the regulatory standards of applicable laws to prevent falsely declared goods or prohibited items from being exported. Regrettably, we have recently found an increasing number of cases where the declared items on the documents and the actual commodities in the package were different. The falsely declared goods or prohibited items, including cigarettes are classified as “undeliverable shipment” under our Standard Conditions of Carriage. 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. We would like to ask your kind cooperation and understanding to ensure the compliance to all the standards and applicable laws.

For details about “undeliverable shipment”, please check our Standard Conditions of Carriage.

As part of FedEx safety and security requirements, effective January 11, 2021, shippers 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.

 

Shipping Regulatory Update

Indonesia will enact a new regulation on August 1, 2021, that could impact how international shipments imported into the country are cleared by the local customs authority.  Failure to comply with this new regulation could result in shipment delays.

 

Beginning August 1, 2021, the regulation requires shippers located outside Indonesia to:

(1) Obtain the Tax ID ("NPWP") of their consignee/recipient in Indonesia for each imported shipment; and 

(2) Input the Tax ID ("NPWP") into the "Consignee" or "Recipient" section of the Air Waybill and Commercial Invoice.

 

What you need to do when shipping to Indonesia beginning August 1, 2021:

● Contact your consignee in Indonesia to obtain their local Tax Identity Number / Tax ID (known locally as "NPWP").

● Input the Tax ID into the "Consignee" or "Recipient" section of your shipment's Air Waybill and Commercial Invoice.

● If your consignee/recipient does not have a Tax ID, other forms of identification may be used instead:

  • - For Indonesian citizens, input their Indonesian Citizenship Identity Number in place of Tax ID.
  • - For those without Indonesian citizenship, input their Passport Number in place of Tax ID. 

● If you use a shipping tool to electronically prepare shipping documents, please input the Tax ID (or its equivalent as listed above) into the text box provided in the tool:

  • - FedEx Ship ManagerTM at fedex.com (Modernized Version):  [RECIPIENT TAX ID] text box located in the “Billing” section. The consignee's Tax ID will be visible on the air waybill.
  • - FedEx Ship ManagerTM at fedex.com (Basic Version):  [RECIPIENT TAX ID] text box located in the "To" section.
  • - FedEx Ship ManagerTM Software:  [VAT/Customs ID/EIN#] text box located in the "Recipient Information" section.
  • - Global Ship ManagerTM Software:  [VAT/Customs ID/EIN#] text box located in the "Recipient Information" section.
  • - MyTNT2:  [VAT Number] text box located in the "Receiver" section.

 

This new regulation is pursuant to Indonesia Ministry of Finance Regulation No. 158/PMK.04/2017 and Indonesia Directorate General of Customs & Excise Regulation No PER 11/BC/2020.

Effective immediately, the United States Food and Drug Administration (FDA) has changed the rule on imported food products (including for animals) to the United States. Now obtaining a Prior Notice Confirmation (PNC) number applies to all personal food gift shipments with a declared value of less than US$100, except for a homemade food gift from an individual to an individual with a declared value of less than US$100.

If you are considering shipping purchased food products to the U.S., a PNC number must be obtained in advance even if they are a personal gift.

Beginning May 1, 2021, there are two additional billing options that you can choose for the ancillary clearance service fees incurred in Latin America and the Caribbean (“LAC”):

a) Bill to your own shipper account (i.e. Bill duties & taxes to shipper), or 

b) Bill to a third-party account based in the Asia-Pacific region2 (i.e. Bill duties & taxes to third party3).   

This is on top of the existing option of billing ancillary clearance service fees to the shipment’s recipient (“Consignee”). 

By selecting “Bill duties & taxes to shipper” on the FedEx air waybill, applicable duties and taxes4 and/or all ancillary clearance service fees incurred in the following LAC countries and territories will be invoiced to your shipper account:

Anguilla, Antigua & Barbuda, Argentina4, Aruba4, Bahamas4, Barbados4, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia4, Costa Rica4, Curacao4, Dominica, Dominican Republic4, Ecuador, El Salvador, French Guiana, Grenada, Guadeloupe4, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique4, Mexico4, Montserrat, Nicaragua, Panama, Paraguay, Peru, Saba, Saint-Barthelemy, St. Kitts & Nevis, St. Lucia, St. Maarten, St. Eustatius, St. Vincent, Suriname, Trinidad & Tobago4, Turks & Caicos, Uruguay, British Virgin Islands, and US Virgin Islands.

For the latest details on Ancillary Clearance Service Fees and any applicable destination value-added tax/ goods & services tax (VAT/GST4) assessed in the LAC region, please click here.

 

1 For security reasons, we have only displayed the last 6 digits of your 9-digit FedEx Account Number. 

2 Asia-Pacific countries and territories with Global Payer option: Australia, Guam, Hong Kong SAR China, Indonesia, Japan, Mainland China, Macau SAR China, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan China, Thailand, Vietnam, Brunei, Cambodia, Laos, Mongolia, American Samoa, Cook Islands, East Timor, Fiji, French Polynesia, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Northern Mariana, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis & Futuna, Western Samoa.

3 Mainland China accounts can only be billed to shipper.

4 As of May 1, 2021, shipments imported into the following LAC countries and territories will be subject to a destination value-added tax/ goods & services tax (VAT/GST) assessed on all fees incurred in the destination (including but not limited to ancillary fee): Argentina, Aruba, Bahamas, Barbados, Colombia, Costa Rica, Curacao, Dominican Republic, Guadeloupe, Martinique, Mexico, Trinidad & Tobago.

Effective March 1, 2021, FedEx and TNT will be prohibiting, in all of its domestic and international networks, shipments of all electronic cigarettes and their component parts, any other similar device that relies on vaporization or aerosolization, and any noncombustible liquid or gel, regardless of the presence of nicotine, that can be used with any such device.

If an unauthorized electronic cigarettes or vaping products shipment is identified in any FedEx/TNT network during the handling process, it will be treated as a prohibited item in accordance with the applicable terms and conditions of carriage.

We regret any inconvenience this may cause for your business.

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.

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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