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.

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).

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. 

An employee of one of the tenants inside Zuellig Building, Makati, where the FedEx headquarters and World Service Center is located, tested positive for the Novel Coronavirus (COVID-19) on March15, 2020. The building will be closed effective 5:00 AM of March 16, 2020 and reopen on March 17, 2020 at 06:00am The Zuellig building management conducted a thorough disinfection of all common areas of the building. The authorities are conducting contact tracing of all parties that the patient may have had close contact with during this period.

FedEx is taking necessary precautions to ensure the safety of our employees and customers during this time. We put a high standard on employee health and safety and we respect the same value and principle upheld by our customers and vendors.

In order to further minimize risk, FedEx is strictly complying with the DOH guidelines, policies and regulations and has taken the following measures:

  • Implementation of twice-daily temperature checks for all staff, vendors and visitors at our locations.
  • Cooperate with customers’ reasonable requests with respect to wearing of masks, temperature screening and travel declarations, etc. where operationally feasible.
  • Provide hand sanitizer to couriers and customer facing employees.
  • Keep the environment of all FedEx offices, vehicles and facilities are kept clean and preventive disinfecton measures have been taken.
  • Follow the quarantine policies by DOH authorities
  • Establish an internal daily report process to identify any possible confirmed/suspected employee cases.

     

Service News

The Vietnam officials has recently implemented new cargo-flight operating hours due to the closure of a runway at Tan Son Nhat Airport, effective on July 13, 2020. This situation resulted in flight changes and there will be temporary transit time extensions for selected FedEx and TNT inbound and outbound shipments to and from South Vietnam via SGN gateway. 

Origin

Destination

Affected service

Additional transit time (working days)

Effective period

Ho Chi Minh City
(SGN gateway)

Asia
(except for Indonesia, Korea, Philippines)

All FedEx and TNT Services

1

July 20 till further notice

Worldwide

Ho Chi Minh City
(SGN gateway)

All FedEx and TNT Services

1

July 20 till further notice

 

We will continue to use our logistics network to minimize service impacts to deliver the best possible service to our customers. Please visit fedex.com and tnt.com or contact your local Customer Service team to find out about the status of your package.  

From June 2, the transit time for selected FedEx Express export shipments from Ho Chi Minh City and neighbouring provinces in South Vietnam (via SGN gateway) to certain destinations improved. This is part of our on-going effort to enhance customer experience.

Origins

Destinations

Affected Services

Transit time improvement

(working day)

Effective Date (pickup* day)

New cut-off time**

Call-in

Pick-up

Ho Chi Minh City (SGN gateway)

Asia

(except Australia2, Hong Kong SAR1, Japan1, New Zealand2)

• FedEx International Priority (IP)

• FedEx International Priority Freight (IPF)

• FedEx International Economy (IE)

• FedEx International Economy Freight (IEF)

1

For every Tue – Thu pickup starting from June 2

1430 hrs

1630 hrs

Europe

• FedEx International Priority (IP)

• FedEx International Priority Freight (IPF)

• FedEx International Economy (IE)

• FedEx International Economy Freight (IEF)

1

For every Thu pickup starting from June 2

* If the shipment is picked up after the cut-off time, the pickup date will be the next day.

** The cut-off time is based on Central Business Areas in Ho Chi Minh City and may vary depending on specific locations.

1 Transit time for IP& IPF services from Ho Chi Minh City (SGN gateway) to Hong Kong SAR and Japan is already 1 working day.

2 Transit time for IP& IPF services from Ho Chi Minh City (SGN gateway) to Australia and New Zealand will remain 2 working days.

Please note that due to the COVID-19 situation, FedEx economy services within intra-Asia are temporarily suspended until further notice and this suspension includes the above IE and IEF services from Ho Chi Minh City (SGN gateway) to the selected Asia destinations. The situation is being monitored closely; operations will resume as soon as the circumstances allow.

If you have further questions about this service enhancement, please contact your Sales Representative or our Customer Service Hotline.

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.

Effective March 20, 2020, FedEx pick-up and delivery services will resume. With the enhanced community quarantine implemented, FedEx operations will continue with some adjustments to comply with the government guidelines

You may check the latest status of your shipments or send us your inquiries via chat/email at https://www.fedex.com/ph.

Should you have more questions regarding the current situation, 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

In order to serve our customers better, FedEx will be making the following changes to our duties and taxes handling process effective January 16, 2020:

1. Pre-clearance threshold will be increased from PhP 15,000 to PhP 25,000. Shipments below PhP 25,000 will now be pre-cleared and will not require advance remittance of payment for duties and taxes for customers with no active FedEx account. 
2. Shipments billed to consignee, third party and shipper’s accounts will no longer require letters of approval prior to clearance as long as the account is active.

These changes to our duties and taxes handling process are expected to facilitate a smoother clearance process for customers.

In order to better serve our customers in the Philippines and achieve maximize operational efficiency for the long-term, we will relocate the majority of our Philippines gateway operations to Clark International Airport from September 2020.

Our planned operations expansion in Clark is part of our ongoing expansion throughout Asia Pacific region as our business continues to grow.

We will continue to update you on important changes and service enhancements in the months ahead.

For any inquiries and other concern, please call our new Philippines 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

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 abuse@fedex.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 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.

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