Service, Regulatory Updates and Important Notifications
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 PHP 53.25 per piece with a minimum order quantity of 5 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 PHP 266.25 for an order of 5 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.
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.
In the event FedEx disburses duties and taxes on any given shipment to a customs agency, the designated payer of duties and taxes for that shipment will be assessed an ancillary clearance service fee based on a flat rate or on a percentage of the total amount disbursed by FedEx on behalf of the payer.
Beginning March 22, 2021, the related ancillary clearance service fee in English will be renamed as
“Duty Disbursement Fee” on FedEx invoices to align with global practice. There is no change to the fee standard itself.
For latest details on Ancillary Clearance Service Fees assessed in destination countries, please click here.
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 8, 2020, all payments received from Customers in the Philippines will be issued electronic receipts! Contact our customer service to update your e-mail address and business tax information.
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 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.
3 FedEx and TNT reserve 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'.
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 last April 6, 2020.
With the integration of FedEx Express and TNT, we are taking the opportunity to align our surcharge on manual air waybills and fee on non-electronic consignments.
Consequently, we will increase the surcharge for manual air waybills from PHP 53.25 per air waybill to PHP 250.00* per air waybill, with no minimum order required, effective July 6, 2020.
All manual air waybills ordered will still be charged to requestor’s FedEx account in a separate invoice.
We encourage you to ship with our digital tools so that you can enjoy the ease, speed and convenience of processing shipments digitally.
*Subject to VAT
While we are physically apart from one another as this global health crisis continues, we want you to be in touch and connected in the safety of your own homes.
That’s why we’re adding an alternative payment option for you.
Effective April 21, 2020, you can use GCash to pay for your bills by simply scanning the QR code printed on your invoices / statements of account / dunning letters with your smartphones. You can also use GCash for prepayment of your shipment charges during shipment pickup and reimbursement of Duty & Tax charges upon delivery of your shipments.
Should you have more questions, you may also contact your assigned account executives or call our customer service hotlines:
For PLDT, Sun and Smart subscribers: 1800.10.46.33339
For Globe subscribers: 1800.8.46.33339
For other network subscribers: 045.4993900
You may track or check the latest status of your shipments via fedex.com.
Together, we help the nation in stopping the spread of this virus, if we stay at home.
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
FedEx does not send unsolicited text messages or emails to customers requesting money or package or personal information. Unfortunately, scammers often invoke the names of trusted brands when attempting to take advantage of the public, and FedEx is one of many companies whose brand has been abused in this way. Any suspicious text messages or emails should be deleted without being opened, and reported to email@example.com. For more tips on detecting online scams, visit the FedEx Customer Protection Center at http://www.fedex.com/us/security/prevent-fraud.
We are committed to protecting the security and integrity of our network. While there is no foolproof method to prevent the FedEx name from being used in a scam, we are constantly monitoring for such activity and work cooperatively with law enforcement.
We would like to advise our customers that our World Service Center in Zuellig Building, Makati will be closed on the following dates:
April 5-9: Closed whole day
We apologize for any inconvenience caused by the closure.
Please check our other locations for the drop-off point nearest to you HERE.
A major winter storm moved through North America from Feb. 12 – 16, 2021 and had caused hazardous conditions across the U.S.
While we implemented numerous contingencies to mitigate the impact to our customers during this time, there may be on-going service delays anticipated for inbound and outbound shipments across the U.S. until recovery efforts conclude across the country.
As always, FedEx appreciates your business and your patience during weather-related disruptions.
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