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.

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

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 May 3, 2021, FedEx will start handling Dangerous Goods (DG) shipments on FedEx International Priority (IP) and FedEx International Priority Freight (IPF) services to and from Auckland, New Zealand.

DG via IP and IPF services can be shipped worldwide to and from Auckland, New Zealand; excluding Europe. 
Please also note that DG shipments on IP and IPF services will have a weight restriction of 32kg per package.


The following Dangerous Goods (DG) shipments are prohibited and cannot be handled by FedEx in New Zealand:

  • All radioactive items
  • All explosives
  • Standalone lithium-metal cells or batteries (UN3090)
  • Standalone lithium-ion cells or batteries (UN3480)

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.

As part of our continuous effort to provide you with a much quicker and more efficient response, effective Apr 25, 2021, you will be taken to the new IVR system when calling the FedEx Korea Customer Service number (1588-0588).

FedEx Interactive Voice Response System is availble 365 days of the year and you can use the service at your convenience. You can also contact our customer service agents for more detailed service.

The following servivces are availble after selecting Korean (service number 1).

Service number

Service

Details

9

TNT

TNT Product

1

FedEx

Schedule a pick-up

2

Check package status and billing information

3

Check freight charges of a shipment

4

Order supplies

5

Get a quotation or transit time

▶ You can get a quotation or transit time during service hours (Mon-Fri: 08:00-20:00 or Sat: 08:00-16:00)

Effective Mar 1, 2021, customers who choose to continue receiving paper invoices will be charged a WON 2,500 Paper Invoice Fee per freight/duty invoice. This is in line with our company’s wide-ranging Go Green initiatives to protect the environment by reducing carbon footprint.

To ensure the Paper Invoice Fee is not charged to your account, sign up for FedEx Billing Online (FBO) to receive your PDF invoices via email and start enjoying access to your electronic invoices 24/7 anytime, anywhere.

Click here to sign up now!

Due to temporary system issues affecting our customs clearance operations, there may be potential customs clearance delays for your FedEx shipments globally, including those to and from Asia Pacific.

Estimated customs clearance delays for FedEx shipments to Asia Pacific is around one to two business days.

FedEx shipments to Asia Pacific using manual air waybills that are not manifested at origins may experience service delays upon reaching any Asia Pacific destinations.

We have implemented contingencies and are actively working to process the impacted shipments and will deliver them to customers as quickly as possible.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit fedex.com

We are currently experiencing high shipping volume flowing through our FedEx Paris-Charles de Gaulle (CDG) hub and there was a work stoppage at our TNT air hub in Liege on March 3. Customer may experience delays in their FedEx and TNT shipments inbound and outbound of Europe. Transshipments transiting through these hubs may also experience delays as well.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit fedex.com or tnt.com. 

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.

As part of FedEx and TNT safety and security requirements, effective January 11, 2021, shippers with no registered shipping accounts tendering shipments to us over the counter at FedEx location(s) 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 at FedEx locations, 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: National ID Card, Passport, Social Security Card, Driver’s license, 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 and TNT reserves the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

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'.

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).  

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

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.

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

Winter storms are causing hazardous conditions across the U.S. Our top priority is the safety and well-being of our team members, as well as providing the highest level of service to our customers. Although contingency plans are in place, some service delays and disruptions can be anticipated for inbound and outbound shipments across the U.S. FedEx is committed to providing service to the best of our ability in areas that can be safely accessed. 

To help avoid delays, we encourage you to contact your recipients to verify whether their location is open or able to receive deliveries if you are planning to ship to the affected areas. 

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