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.

Looking at shipping Personal Protective Equipment (PPE)? Click here for some shipping tips.

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.

According to the China Customs declaration regulation update on General Administration of Customs Announcement No. 53 of 2020, select medical-related export items listed below under the following Customs Harmonized Codes (HS codes) are subjected to China inspection and Quarantine (CIQ) inspection of export commodities starting from April 10, 2020. This is to strengthen the quality supervision on select medical related item export from China.

No Commodity name HS code
1 Medical masks 6307900010
2 Medical protective clothing 6210103010
3926209000
3 Infrared thermometers 9025199010
4 Ventilators 9019200010
9019200090
5 Medical surgical cap 6505009900
6 Medical goggles 9004909000
7 Medical gloves 3926201100
3926201900
4015110000
4015190000
8 Medical shoe cover 6307900090
3926909090
4016999090
9 The patient monitor 9018193010
10 Medical disinfection towel 3005901000
3005909000
11 Medical disinfectant 3808940010

To ensure smooth customs export clearance of these medical items from China, importers are strongly encouraged to check with their shippers in China that their export for these listed items meet the formal export declaration imposed by China Customs, prior to engaging in the export arrangement from China.

You can refer to the link below from General Administration of Customs P.R. China for more details, customs.gov.cn/customs/302249/302266/302267/2961602/index.html (available in simplified Chinese only).

Due to the impact of the global epidemic, extra resources are required to process manual air waybill.   Starting from April 6, 2020, we will impose a surcharge for the provision of manual air waybills. Customers who opt for manual air waybills will be charged KRW 3,000 per piece with a minimum order quantity of 3 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 6, you will be charged a fee of KRW 9,000 for an order 3 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”! 

The impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions on a daily basis, which are impacting our ability to meet our high standards of service. 

As a result, we have made the decision to suspend our money-back guarantee (MBG) for all FedEx Express services, effective immediately until further notice.

Because FedEx is an essential transport service provider, we will continue operating as government restrictions and regulations allow, and we continue to execute contingency plans in an effort to provide outstanding service to our customers.

We recognize and appreciate the crucial role we play in the global supply chain and connecting the world during this critical time, and we remain focused on serving our customers and providing relief supplies to areas that need it most. 

Service News

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.

COVID-19 has disrupted supply chains, reducing air cargo capacity globally.  

This disruption has caused us to make adjustments to our networks which has increased our costs. As a result, we announced a 'Temporary Surcharge' on all FedEx Express and TNT international parcel and freight shipments beginning April 6, 2020.

Beginning November 2, 2020, the 'Temporary Surcharge' will be renamed as 'Peak Surcharge'.

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.

We expect a surge in the outbound shipping volume before the upcoming national holidays in China, Hong Kong SAR China and South Korea respectively in October 2020.

When planning your shipment, please note that the transit time for selected FedEx Express outbound shipments from China, Hong Kong SAR China and South Korea be temporarily extended as per below.

Origin

Destination

Affected FedEx service

Additional transit time (working days)

Effective period
(pickup date*)

· China

· Canada

· Latin America

· U.S.

· International Priority (IP)

· International Priority Freight (IPF)

2

September 25 – October 1

· Europe

· Middle East, Indian Subcontinent, and Africa (MEISA)

· International Economy (IE)

· International Economy Freight (IEF)

1

September 25 –

October 1

· APAC

· International Priority (IP)

· International Priority Freight (IPF)

2

September 21 –

October 1

· Hong Kong SAR China

· Canada

· Latin America

· U.S.

· International Priority (IP)

· International Priority Freight (IPF)

1

September 28 –

October 1

· South Korea

· APAC

· International Priority (IP)

· International Priority Freight (IPF)

2

September 25 –

October 1

* 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 experienced due to the current COVID-19 situation. Please find out more below:

China Click here  | Hong Kong SAR China Click here  | South Korea Click here

If you have further questions about the pre-holiday service extension, please contact your Sales Representative or our Customer Service Hotline.

Effective November 2, 2020, the FedEx Korea Customer Service number will be changed to 1588-0588. Moving forward, callers will be responsible for phone charges. All calls will be automatically forwarded to the new number along with the notice until March 31, 2021. Thereafter, only the updated customer service number will be provided.

We regret any inconvenience this may cause you and appreciate your understanding.

 

Before

(By Nov 1, 2020)

Change

(From Nov 2, 2020)

Customer Service

Number

FedEx : 080-023-8000

TNT : 1588-0588

1588-0588

* 1588-0588: Callers are responsible for phone charges

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).  

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.

We are pleased to inform you that, effective September 1, 2020, the entire business of TNT Express Korea LLC (“TNT Korea”), including its operations and all its assets and liabilities, was automatically transferred to and combined with Federal Express Korea LLC (“FedEx Korea”) on September 1, 2020, upon the completion of the Merger.

As part of this process, TNT Korea is dissolved. For the time being, our product and service portfolios will remain unchanged and there will be no changes to your existing FedEx or TNT account. Your current sales representative, with direct access to the resources of both FedEx Express and TNT, will continuously be on hand to advise and help you access our services.

We very much value your business with us and look forward to continuing your partnership with us. Please don’t hesitate to contact our customer services team or your sales representative should you have any questions. Thank you.

Federal Express Korea LLC
(Hapjeong-dong, Hapjeong Building) 5th Floor, 6th Floor, 19, Yanghwa-ro, Mapo-gu, Seoul
Representative Director
Eun Mi Chae

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.  

At FedEx, we know there are times your international shipment may need special services that we don’t generally offer. To simplify your shipping experience, we work with multiple service providers to provide you with ancillary services such as charter trucks for inbound shipments, import permission applications, and d Dry ice refill. All you need to do is make the request and leave the rest to us. The service will be invoiced through our regular billing process.

The details of FedEx ancillary services are as follows.

No

Service Type

Inbound/ Outbound

Service Description

Service Fee

1

Charter Truck

Inbound

FedEx arranges a charter vehicle to deliver your shipments directly to designated locations.

A customized quote is provided based on the specifications of each shipment.

2

Import Permission Application

Inbound

FedEx represents you to apply for Import Permissions which are necessary to clear import shipments. The service includes the below applications:

i. Application for confirmation of exemption of conformity assessment of broadcasting and communication equipment.

ii. Application for confirmation of conformity assessment of broadcasting and communication equipment.

iii. Application for prior customs clearance of broadcasting and communication equipment.

iv. Application for confirmation of requirements for electrical appliances.

v. Application for confirmation of customs controlled products for household goods.

vi. Application for confirmation of pre-approval for children's products.

3

Canceled outbound international freight-related services - Charter Truck

Outbound

FedEx arranges a charter vehicle to return your shipments to requested locations after pickup.

4

Bonded Area Transportation

Inbound

FedEx arranges a charter vehicle to transport shipments from the FedEx gateway to designated clearance locations or your bonded warehouses.

5

Disposal

Inbound

FedEx disposes of shipments on your behalf when shipments are rejected after quarantine inspection.

6

Dry Ice Refill

Inbound

FedEx refills dry ice for your temperature-controlled shipments. During the process, your package will be opened to put in the dry ice.

For ancillary service fees and other inquiries, please contact your responsible FedEx Sales representative, our Import Customs Clearance team or Customer Service team at 080-023-8000.

As the FedEx Express/TNT integration and transformation of our businesses progresses, we are pleased to inform you that, effective September 1, 2020, we will combine the existing FedEx Express and TNT legal entities in Korea.

As part of this process, we would like to notify you that the entire business of TNT Express Korea LLC (“TNT Korea”), will be transferred to and combined with Federal Express Korea LLC (“FedEx Korea”) on September 1, 2020. Upon the completion of the Merger, FedEx will assume all of TNT’s assets, liabilities, rights and obligations, and TNT will be dissolved.

For the time being, our product and service portfolios will remain unchanged and there will be no changes to your existing FedEx or TNT account. Your current sales representative, with direct access to the resources of both FedEx Express and TNT, will continuously be on hand to advise and help you access our services.

We very much value your business with us and look forward to continuing your partnership with us. Please don’t hesitate to contact our customer services team or your sales representative should you have any questions. Thank you.

Federal Express Korea LLC 
(Hapjeong-dong, Hapjeong Building) 5th Floor, 6th Floor, 19, Yanghwa-ro, Mapo-gu, Seoul 
Representative Director 
Eun Mi Chae

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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