Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

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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).

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. 

The Malaysian Government announced the implementation of the Restricted Movement Control Order throughout the country effective 18 to 31 March 2020 to address the COVID-19 situation.

This new measure exempts utility firms that are of critical importance to national interest, such as those in transportation and logistics, water, electricity, telecommunications, oil and gas, and broadcasting sectors.

As a transportation firm, FedEx will be operating as normal throughout the movement control period. Logistics play a crucial role in this time of uncertainty and we would like to reassure you that our services shall remain available during this restricted period, while keeping the health of our team members as our foremost priority.

We are closely monitoring the situation and making adjustments to our operations as needed. Let us know if there is anything we can do to help support your business during this difficult time. If you have any questions, please do not hesitate to call our Customer Service Hotline 1800 88 6363.

We wish you well during this crisis and hope you and your family remain healthy and safe.

Service News

As part of FedEx and TNT safety and security requirements, effective January 11, 2021, shippers tendering shipments to us over the counter or shippers with no registered shipping account tendering shipments to us on-road 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, please open the package for inspection by FedEx, TNT or our authorized representatives3. In addition, all shipments may be subject to security inspection, including X-rays.

1 Examples: National ID Card, Passport, 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 reserve the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

Effective January 1, 2021, FedEx International Economy and International Economy Freight services from Thailand to Malaysia will resume to offer more shipping solutions for your business needs.

There will be some changes due to network adjustments. Export regulations for this service will now require formal clearance process. The FedEx Thailand Broker can assist your shipper in Thailand to ensure a smooth export clearance process at the beginning. Your shipper has the option to use their broker as well.

With this network adjustment, your shipments will take an additional 1-2 days to arrive to destination. If you foresee that the timeline does not meet your needs, your shipper may choose International Priority service for faster delivery. Sales Representatives and our Thailand Customer Service hotline at 1782 or 662.491.2000 are ready to assist you in this transition.

Thank you for putting your trust in us. We continue to remain focused on serving you.

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 October 2018, 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'.

According to the Malaysia Customs declaration regulation update on the utilization of commercial invoices, pro forma invoice could not be accepted as a customs valuation document because pro forma invoice is inappropriate to determine the actual quantity and/or value of imported and exported goods that is defined under The Customs Act 1967.

With immediate effect, only commercial invoice is accepted for customs clearance purposes for all international inbound and outbound shipments. Customs officials use this document (and any other documents your shipment requires) to process your shipment, so it’s important to ensure that all the information you provide is thorough and accurate. The information that you provide on other international shipping documents, including the shipping label, must be consistent with the information you provide on the Commercial Invoice.

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).  

In this day and age where the Internet and mobile devices are the future of everything, it is important that we adapt and create new possibilities that will help us deliver a better experience for our customers.

A steer towards this direction is promoting the use of our Automation Tool, FedEx Ship Manager™ at fedex.com, and the implementation of Manual Air Waybill (AWB) Surcharge which started October 1, 2018.

The surcharge for manual air waybills will be increased from MYR 3.00 per air waybill to MYR 20.00* per air waybill, with the minimum order quantity of 5 pieces*, effective July 6, 2020.

All manual air waybills ordered will be charged to a separate account number from the freight account and it will be billed on a separate invoice. Should you have any enquiries relating to this surcharge, please contact our Customer Care Hotline at 1800 88 6363.

We encourage you to ship with our digital tools so that you can enjoy the ease, speed and convenience of processing shipments digitally.

*Excluding SST

*The ordering quantity will be in multiple of 5 pieces

Effective June 1, 2020, for all import shipments with a customs declaration where the duties and taxes equal RM 50 or above, the Duty Handling Fee will be incurred at a minimum of RM 50 or 2% of the duty and tax, whichever is greater. In compliance with the Sales and Service tax requirement the Duty Handling fee will have a 6% service tax.

The Duty Handling Fee will not be applied to import shipments that have duties and taxes less than RM 50. In addition, inbound shipments to the Free Commercial Zone (FCZ) are fully exempt from duty and tax and shipments to a bonded area will not incur the Duty Handing Fee.

Click here for further details or you may contact our Customer Service Hotline at 1800 88 6363.

Effective December 2019, we are pleased to announce the launch of our one stop solution for Dangerous Goods shipments.

With this new service launch, you can now have an effortless shipping experience for Dangerous Goods where your Dangerous Goods shipments are packed, labelled and shipping documents prepared by working with just one party, FedEx.

Find out more from our customer service hotline at 1800 88 6363.

Effective 15 October 2019, FedEx customers in Malaysia will be able to make payments using CIMB Virtual Account (VA) for all FedEx charges, including freight, duties, taxes and other charges. The CIMB bank details are printed on the Invoice, Statement of Account & Reminder letters.

Please contact our Customer Service Hotline at 1800 88 6363 for further enquiries.

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

With the Movement Control Order (MCO) starting March 18 until 31, 2020, many flights to East Malaysia are either cancelled or operating at a reduced frequency. This has impacted FedEx shipments in and out of East Malaysia.

As the situation is fluid and changes by the day, please note that although shipments can still be delivered and picked-up in/out of East Malaysia delay in transit time is expected. No perishable shipments are allowed for the time being.

Should you have any inquiries, you may contact our customer service hotline at 1800 88 6363 for more information.

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