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

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 July 12, 2021, FedEx service in some areas of Jeju Island is enhanced. For outbound shipments, shipments are shortened from 2-3 days from the pick-up to up to 1 day later.

In addition, customers can track their shipments in real time from the pick-up via FedEx website1 or FedEx mobile application2.

Please check the table below for details on the areas where the service is enhanced.

If you have any questions, please contact Sales representative or our Customer Service at 1588-0588.

Region

Call-in cut-off time

Daejeong-eup

12:00

Hankyung-myeon

12:00

Hallim-eup

12:30

Aewol-eup

12:30

Jocheon-eup

13:00

Jeju-si

13:30

* Pick up is proceed by an Independent Subcontractor trained directly by FedEx.
* Other Gujwa-eup, Andeok-myeon, Pyoseon-myeon, Namwon-eup, Seongsan-eup, Seogwipo-si, Udo-myeon, Chumyeon-myeon regions maintain the existing service.
1 Track your shipment on the FedEx website: https://www.fedex.com/fedextrack/?action=track&cntry_code=kr
2 FedEx Mobile Application: Visit the App Store for iOS or Google Play for Android and search for “FedEx Mobile” to download.

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.

Effective July 5, 2021, FedEx Busan Station extends call-in-cut-off time.

It applies to shipments on the same day flights and next day flight from a minimum of 30 minutes to a maximum of 1 hour and 30 minutes. Please guide customers to contact Sales representative or our Customer Service at 1588-0588.

Please refer to the table below for regional details.

 

Same day flight Call-in cut-off

Next day flight Call-in cut-off

Region

Mon-Fri

Sat

Mon-Fri

Deokgye-ri, Yangsan-si

11:00

11:30

N/A

Yeongdo-gu / Songjeong-dong, Haeundae-gu / Gaya-dong, Jin-gu / Gamcheon-dong, Saha-gu, Gupyeong-dong / Daesin-dong, Seo-gu

15:30

Dong-gu (excluding Beomil-dong) / Dadae-dong, Saha-gu / Geoje-dong, Yeonje-gu / Choeup-dong, Jin-gu, Yangjeong-dong / Bansong-dong, Haeundae-gu / Anak-dong, Dongnae-gu, Myeongjang-dong

16:00

Damgang-dong, Buam-dong, Jingu

16:30

Gijang-gun

12:00

15:30

Nam-gu / Suyeong-gu / Geumjeong-gu / Jingu-Bujeon-dong, Jeonpo-dong / Dong-gu Beomil-dong / Sasang-gu Gamjeon-dong, Hakjang-dong, Gwaebeop-dong / Yeonje-gu Yeonsan-dong / Jung-gu (excluding Jungang-dong 4-ga)

16:00

Hadan-dong, Goejeong-dong, Dangni-dong, Saha-gu /. Oncheon-dong, Myeongnyun-dong, Nakmin-dong, Dongnae-gu / Haeundae-gu U-dong, Jwa-dong, Marine, Centum City

Singi-dong, Gyo-dong, Sangbuk-myeon, Yangsan-si / Eomgung-dong, Sasang-gu

16:30

Sammak-dong, Mulgeum-eup, Dong-myeon, Jungbu-dong, Bukjeong-dong, Nambu-dong, Yangsan-si / Deokpo-dong, Mora-dong, Samrak-dong, Sasang-gu

13:00

Dadaepo Industrial Complex, Sinpyeong-dong, Jangnim-dong, Saha-gu / Jungang-dong 4-ga, Jung-gu / Choryang-dong, Dong-gu

* Please note that the call-in cut-off time may change depending on the situation.

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.

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.

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!

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.

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

Please be informed that Sendai World Service Center will be relocating to the below new address on October 2, 2017.

Sendai World Service Center

Area:Tokyo metropolitan area, Kanagawa, Saitama, and Chiba Prefectures

30 Yokara Kami, Takadate Kumanodo, Natori-shi, Miyagi, 981-1241

(Sendai Minami Truck Terminal, C/O Shutoken Butsuryu Sendai Center)

Shipping Regulatory Update

The 2018 Pyeongchang Winter Olympic and Paralympic games will take place in South Korea from February 9 to February 25 and March 9 to March 18, 2018 respectively.

Shipments brought into South Korea for Pyeongchang Olympic/Paralympic purposes are subject to Special Exemption Procedures (SEP), which gives exemptions on duties and taxes. There is no need to apply for SEP for goods for personal use that are valued under USD150 as these are tax exempt.

According to the official guideline by the Pyeongchang Organizing Committee for the 2018 Olympic and Paralympic Winter Games (POCOG), only the official logistic supplier, Hanjin Transportation (Hanjin), offers SEP on duties and taxes at an additional charge.

Customers who ship Olympic and Paralympic-related materials to South Korea should indicate “POCOG SEP APPLY” on the consignee section of the air waybill and commercial invoice of their shipments. This is a requirement by POCOG to apply for SEP and helps us identify applicable shipments.

Upon arrival of applicable shipments, FedEx will contact recipients for confirmation and forward applicable shipments to Hanjin for SEP customs clearance and domestic delivery. The SEP-related costs will be charged directly by Hanjin, and FedEx will not be able to refund any portion of shipping charges for those shipments

From February 1 till March 18, 2018, FedEx Express is unable to transport any shipments to the Olympics/Paralympics restricted areas in South Korea as the only the official transportation supplier is permitted access. FedEx provides consignees with the option to receive their shipments outside the restricted areas without an additional charge. FedEx will directly contact the consignee in Korea before a shipment’s delivery and provide detailed information about how to receive the shipment outside the restricted areas.

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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