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.

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

From 26 June 2021 FedEx New Zealand is now accepting Dangerous Goods (DG) shipments to and from Europe on International Priority (IP) service. Due to manual handling risks when loading cargo into and out of the aircraft holds, Dangerous Goods (DG) shipments on International Priority (IP) service will impose a weight limitation of 32 Kilograms per package. 

Dangerous Goods (DG) shipments will only be accepted into Auckland in New Zealand. Dangerous Goods (DG) shipments to and from New Zealand can be handled with the following restrictions: 

The following Dangerous Goods (DG) shipments are prohibited and cannot be handled by FedEx in New Zealand: all radioactive and explosive items, standalone lithium-metal cells or batteries (UN3090), and standalone lithium-ion cells or batteries (UN3480).

For more details about Dangerous Goods handling in New Zealand and the FedEx range of services, please refer to the following link https://www.fedex.com/en-us/service-guide/dangerous-goods/international-locations.html or alternatively call our Customer Service Team at 0800 733 339.

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.

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 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.

From April 29, 2021, the credit card payment link and QR code on FedEx invoices, account statements, reminder letters and the fedex.com offline payment page will be updated to the FedEx Online Payment Portal

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.

We are pleased to inform you that effective 3 May 2021, FedEx will start handling Dangerous Goods (DG) shipments on International Priority (IP) and International priority Freight (IPF) services in New Zealand.  Dangerous Goods (DG) shipped via International Priority (IP) and International Priority Freight (IPF) services can be shipped worldwide to and from Auckland New Zealand, excluding Europe, which will be considered later.  Please also note that Dangerous Goods (DG) shipments on International Priority (IP) and International priority Freight (IPF) services will have a weight restriction of 32 kilograms per package.

Dangerous Goods (DG) shipments will only be accepted into Auckland in New Zealand. Dangerous Goods (DG) shipments to and from New Zealand can be handled with the following restrictions:

The following Dangerous Goods (DG) shipments are prohibited and cannot be handled by FedEx in New Zealand: all radioactive and explosive items, standalone lithium-metal cells or batteries (UN3090), and standalone lithium-ion cells or batteries (UN3480).

With International Priority (IP) and International Priority Freight (IPF) Dangerous Goods service capability we continue to strengthen the Trans-Tasman, (New Zealand-Australia-New Zealand) key trade lane to benefit customers in Australasia as well as bring new trading opportunities.

For more details about Dangerous Goods handling in New Zealand and the FedEx range of services, please refer to the following link https://www.fedex.com/en-us/service-guide/dangerous-goods/international-locations.html or alternatively call our Customer Service Team at 0800 733 339.

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.

The number of customers using cheques has been declining over recent years, with banks in New Zealand looking to phase out cheque services. From 01 May, 2021, the cheque payment option will be removed from FedEx invoices and the FedEx.com offline payment page. All other payment options such as Funds Transfer and Credit Card payment via other channels will continue to be accepted.

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.

We are pleased to inform you that effective 4 January 2021, FedEx will start handling Dry Ice shipments on International Priority (IP) and International Priority Freight (IPF) services in New Zealand. Dry Ice shipped via the International Priority services can only be shipped from New Zealand to Australia (outbound) into Australia (via Sydney, Melbourne, Brisbane, Adelaide, Canberra, Perth and Darwin) and can only be accepted from the US, Belgium and Australia (inbound) into New Zealand.  Dry Ice will only be accepted into Auckland in New Zealand.

For more details about Dry Ice handling in New Zealand and the FedEx range of services, please refer to the following link https://www.fedex.com/en-us/service-guide/dangerous-goods/international-locations.html or alternatively call our Customer Service Team at 0800 733 339.

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.

Effective January 2021, FedEx manual air waybills will no longer be available on the order supplies webpage. You may request FedEx manual air waybills from our Customer Service team.

As a reminder, customers in New Zealand shipping with FedEx manual air waybills are required to pay a surcharge of NZD12.50 per shipment.

We encourage you to start using FedEx Ship ManagerTM at fedex.com so that you can enjoy the benefits:

  • Save Time – frequently used information can be saved for future shipments
  • More Accuracy – by reducing the risk of manual documentation errors and customs delays
  • Proactive Notifications – send shipment status emails to senders, recipients and third parties
  • Extra Convenience – multiple online functions to ship, track request pick-ups, rate quotes and more…
  • Easy Access – ready to use anytime, anywhere with an internet connection

To learn more about FedEx’s shipping tools, please click here or visit our YouTube channel with useful training videos. For more information or support please contact your Account Executive or our customer service team. 

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 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, 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, 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 reserve the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

Effective December 1, 2020, FedEx and TNT joined forces in New Zealand. What has changed, and what remains the same? See our integration guide.

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 June 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'.

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).  

Shipping Regulatory Update

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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