Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service News

We are monitoring the impact of the COVID-19 outbreak. Stay connected with the service impacts here.

FedEx Technical support hotline service has resumed from February 17, 2020.

Please note the new service hours for the hotline and email support are as follows:


Technical Support Hotline Service Hours
(Local Time)

Technical Support Email
Service Hours


Mon-Fri, 0800 to 1800 (English language support)

Mon-Sun (inclusive of public holidays),

(English/Mandarin language support)


Mon-Fri, 0800 to 1800 (Mandarin/English language support)


Mon-Fri, 0800 to 1700 (English language support)

Sat, 0800 to 1200 (English language Support)

Hong Kong

Mon-Fri, 0900 to 1900 (Cantonese dialect support)

Sat, 0900 to 1300 (Cantonese dialect support)


Mon-Fri, 09:00 to 20:00 (Japanese language support) 


Mon-Fri, 0800 to 1900 (Korean language support)

Sat, 0800 to 1300 local time (Korean language support)

Macau SAR

Mon-Fri, 0900 to 1900 (Cantonese dialect support)

Sat, 0900 to 1300 (Cantonese dialect support)


Mon-Fri, 0800 to 1800 (English language support)

New Zealand

Mon-Fri, 0800 to 1800 (English language support)


Mon-Fri, 0800 to 1800 (English language support)


Mon-Fri, 0800 to 1800 (English language support)


Mon-Fri, 0800 to 1800 (Mandarin/English language support)


Mon-Fri, 0900 to 1700 (Thai language support)

Sat, 0900 to 1300 (Thai language support)


Find out more about our Technical support service details from Contact Us.

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.

We are pleased to announce that effective September 30, 2019, IED service will be provided for MY-AU and MY-NZ shipments, which will be routed via a Singapore-Sydney flight. The IED service will cover all of Australia and New Zealand.

With the new service launch, customers in Malaysia will benefit from the availability of both priority and economy distribution so you can choose our services based on your business requirements.

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

Effective September 30, 2019, the correct postal code will be required when you ship to Saudi Arabia. This will allow us to improve service and satisfy regulatory compliance requirements.

It is important to note that on the effective date, FedEx will accept only shipments that have the correct postal code and postal code format. Without this information, you will no longer be able to generate a shipping label using a FedEx automation solution.

If you frequently use the address book feature or other recipient address source, you will need to update any entries for this country to ensure that the correct postal code and format are saved by September 29, 2019.

We recommend updating your recipient delivery address information now to prevent issues with shipping label generation.

Refer to the following table for the postal formats:

Country Code Regions Postal Format Effective September 30, 2019
Saudi Arabia
Middle East NNNNN (5 digits)

Thank you for taking the time to make this important change to your address book.

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.

The China Custom imposed a new regulation that biological commodities, such as microorganisms, human tissues, biological products and blood, are prohibited from transiting China on road effective from November 21, 2019. Due to the network change triggered by the new regulation, restricted commodities on the list shipped to and from Hong Kong require additional transit time.

  • The restricted commodities imported to Hong Kong will need 1-4 additional days of transit time subject to origin.
  • The restricted commodities exported from Hong Kong will need 1 additional day of transit time.
  • List of restricted commodities:
Restricted commodities

Please be informed, for repair and return shipments to be cleared without sales tax, you will need to apply for Sales and Service Tax (SST) Exemption under Schedule A, Item 36 (Jadual A, Butiran 36) of the Sales Tax (Person Exempted from Payment of Tax) Order 2018 before the shipment is returned to Malaysia. The temporary export declaration (C2R form) will only exempt the shipment from customs duty.

You may visit the following webpages on the Royal Malaysian Customs Department’s Malaysia Sales & Service Tax website for more information:

  1. SST Forms
  2. User Manual for application for exemption under schedule A, Sales Tax (PERSON EXEMPTED FROM PAYMENT OF TAX) ORDER 2018, click here

Delay in submission of a SST exemption certificate may result in delayed inbound return shipment clearance, and SST charges may be imposed by customs.

Please do not hesitate to contact our customer service for further assistance if required:

The Office of the U.S. Trade Representative (USTR) issued a notice on an increase in Section 301 tariffs on US $200 billion worth of Chinese imports from 10 percent to 25 percent as of 12:01 a.m. Eastern Standard Time on May 10, 2019.

The impacted categories of goods can be found from the link below:

On May 13, China announced its decision to raise the tariff rate imposed on some imported U.S. products as of June 1, 2019. China had earlier imposed additional tariffs on US $60 billion worth of U.S. imports. The additional tariff rates on some products will be increased to 25 percent, 20 percent, and 10 percent. Those commodities with a 5 percent tariff rate will remain 5 percent.

The impacted categories of goods can be viewed on the below link (For your reference):

There is no change on the shipping process and documents required. However, if you need further assistance, please contact your Sales Representative, call our Customer Service Hotline at 1800.88.6363 (Toll Free) / 603.7721.1388.

Effective 1 September 2018, Malaysia will implement Sales and Service Tax (SST), replacing the Goods and Services Tax (GST).

All shipments imported into Malaysia on or after 1 September 2018, will be subject to Sales Tax except those under specific exemptions. All export shipments, on the other hand, will not be subject to Sales Tax.

While our business and service commitments remain the same, your import duties and taxes can still be paid using our deferred payment methods to make payment within five working days upon receipt of your shipment¹. Please note that the deferred payment period is valid for five working days from the date you receive the shipment. You will receive a non-freight invoice billed to your FedEx Account with a duty and tax advancement charge if no payment is made during this deferred payment period²

Should you have further questions, please contact our customer hotline at 1800.88.6363. You may also log onto the Malaysian government’s website relating to the SST at: for more information.

1. Applies to duty and tax as well as Sales Tax below MYR10,000 per shipment or per air waybill. For duty and tax payments above MYR10,000, please contact your local FedEx Account Manager or our Customer Service Team for further information.
2. After a deferred payment period of five working days, a non-freight invoice will be billed to your FedEx Account with a duty and tax advancement charge of 2% of the duty and tax as well as Sales Tax amount or a minimum of MYR15.75, whichever is greater. This applies if you have incurred a duty and tax amount exceeding MYR31.50 per shipment or per air waybill.

Online Fraud Alert

We have received reports of fraudulent emails claiming to come from 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.

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