Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service News

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:

Country/
Territory

Technical Support Hotline Service Hours
(Local Time)

Technical Support Email
Service Hours

Australia

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

Mon-Sun (inclusive of public holidays),
24-hour

(English/Mandarin language support)

China

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

Guam

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

Sat, 0800 to 1200 (English language Support)

Hong Kong
SAR

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

Sat, 0900 to 1300 (Cantonese dialect support)

Japan

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

Korea

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)

Malaysia

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

New Zealand

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

Philippines

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

Singapore

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

Taiwan,
China

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

Thailand

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.

Due to the COVID-19 outbreak and measures imposed by the governments around the world, there are unavoidable service impact on both inbound and outbound shipments for FedEx and TNT shipments as outlined below.

Please note that the information is subject to change without notice due to the dynamic nature of the situation. For the latest news, please contact your Sales Representative or our Customer Service Hotline.

a) Service adjustment to/from/within China (as at Feb 14, 2020)

Service

Affected city/province

Shipment

Service impact

FedEx and TNT International Express

 

Wuhan and other cities in Hubei province

Cities1 where FedEx/TNT are not operational

Inbound*

Continue to accept inbound shipments but service delays are expected as delivery service is suspended in affected city/province

Outbound

Temporary service suspension

FedEx China Domestic Express (DXP)

 

Wuhan and other cities in Hubei province

Cities1 where FedEx/TNT are not operational

Inbound and Outbound

Temporary service suspension

Urumqi
Lanzhou
Xi’an
Zhengzhou
Changsha
Nanchang
Chengdu
Chongqing
Kunming
Guiyang

Shipments in transit via Wuhan to/from the affected cities

Transit time extension of 1-3 additional days

Please scan the QR codes below to find out more about FedEx and TNT operational arrangements for each city in China.

For FedEx services
FDX_Op_Arrangement_in_CN
or Click here

For TNT services
TNT_Op_Arrangement_in_CN
or Click here

 

b) Service adjustment for markets outside of China (as at Feb 14, 2020)

Origins

Destinations

Commodities

Additional transit time
(working days)

Pickup Date*

Vietnam
[shipments via Hanoi gateway only]
[shipments via Ho Chi Minh City gateway only]

All regions, except for:
Europe
North America
South America

All commodities

1

Feb 1 till further notice
For every Monday pickup starting from Feb 10 until further notice

Worldwide

Vietnam
[shipments via Hanoi gateway only]

All commodities except for a) & b) below

1

Feb 1 till further notice

a) Shipments with dimensions over 150 cm (height), or 100cm (width), or 280cm (length)

2

Immediate till further notice

b) Liquid or powder commodities

2

Immediate till further notice

Worldwide
[FedEx shipment only]

Hong Kong SAR

Masks

2

Feb 12 till further notice

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

When planning your shipment, please note that the transit time for select FedEx Express inbound shipments from the U.S., Canada and Latin America will be temporarily extended as per the table below.

Origins

Destinations

Affected FedEx Express
Services

Additional
transit time
(working days)

Pickup Date*

U.S.
Canada
Latin America

China
Hong Kong SAR
Indonesia
Macau SAR
Malaysia
Philippines
South Korea
Singapore
Taiwan, China
Vietnam

FedEx International Priority (IP)
International Priority Freight (IPF)
International Economy (IE)
International Economy Freight (IEF)

1

Jan 27 –

Feb 15, 2020

Japan

International Economy (IE)
International Economy Freight (IEF)

1

Jan 27 –

Feb 15, 2020

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

If you have further questions about the holiday service extension, please contact your Sales Representative or our Customer Service Hotline.

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.

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
ACTINOMYCETES ENZYME MICROORGANISM
ANTIBODY  ENZYME TOXIN MYCOPLASMA
ANTITOXIN EXCRETION NUCLEIC ACID
BACTERIAL FUNGUS PARASITE
BIOLOGICAL ACTIVE PREPARATION HUMAN CELL PLASMA
BIOLOGICAL PRODUCTS HUMAN ORGAN PLASMA PROTEIN PRODUCT
BLOOD HUMAN TISSUE RICKETTSIA BACTERIA
CHLAMYDIA IMMUNOMODULATOR SALIVA
CYTOKINE MARROW SECRETION
DIAGNOSTIC REAGENT MICROBIAL AGENTS SPIRAL BACTERIA
DNA MICROBIAL BACTERIA URINE
EMBRYO MICROECOLOGICAL PREPARATION VACCINE
    VIRUS

The Philippine Export Zone Authority (PEZA) implemented the mandatory usage of (1) the PEZA Electronic Import System (e-IPS) for imports, and (2) the Enhanced-Automated Electronic Documentation System (e-AEDS) for exports by PEZA registered enterprises on April 2011. The basic requirement for both systems is that the import and export items for each PEZA enterprise must be uploaded onto the relevant system with an updated 11-digit Harmonized (HS) Code.

To ensure that the List of Importables (LOI) and List of Exportables (LOE) of all PEZA enterprises are kept up to date, effective September 5, 2019, all goods previously uploaded as Importables and Exportables of PEZA enterprises dated December 31, 2015 and earlier shall automatically be archived in the PEZA e-systems. Likewise, goods uploaded after December 31, 2015 whose supporting Letter of Authority (LOA) have expired shall also be automatically archived upon LOA expiry.

Archived goods will not be eligible for online import permit and export permit application. PEZA enterprises must request for the goods to be uploaded into the relevant system for the PEZA Zone Manager/Zone Administrator’s approval. There may be a delay with the releasing of PEZA shipments as result, particularly if shipments contain items that were left out of, or are pending reupload onto the LOI/LOE.

FedEx would like to encourage PEZA customers to update their information in the e-IPS and e-ADS as soon as possible to prevent potential delays with shipment release.

Should you have any inquiries, you may contact the following for more information:

  Telephone Number Email
CDN 02.789.3900 ph-pezacdn@corp.ds.fedex.com
Customer Care

1800.10.46.33339 (PLDT, Sun, Smart)
1800.8.46.33339 (Globe)
045.4993900

(other network subscribers)

phcs@fedex.com

On June 3, 2019, the Customs Commissioner signed the CMO 27-2019: Adjustment of the Period of Lodgment of Goods Declaration and payment of duties and taxes. The guidelines attached to this CMO emphasize the power of Customs Commissioner to adjust the period of lodgment of goods declaration. As such, CMO 27-2019 informs that the formerly fifteen (15) calendar day period to lodge goods declarations is hereby shortened to seven (7) calendar days from the date of discharge of the last package from the vessel or aircraft effective June 15, 2019.

The importer must likewise pay the final assessment of duties and taxes within seven (7) calendar days from receipt of notice of final assessment of duties and taxes. Importers must be informed about the new regulations on abandonment for them to immediately give their final disposition and approval of the estimated duties and taxes.

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: https://www.cbp.gov/sites/default/files/assets/documents/2018-Oct/Section301_HTSUS_Ref-Guide_Oct2-2018.pdf

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): http://gss.mof.gov.cn/zhengwuxinxi/zhengcefabu/201905/t20190513_3256788.html

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 1800.10.46.33339 (PLDT, Sun, Smart Subscribers) / 1800.8.46.33339 (For Globe Subscribers) / 045.4993900 (Other Network Subscribers).

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

The first Wuhan coronavirus-related death in the Philippines was reported on February 1, 2020. This case was also the first casualty outside of China. In line with a directive from Malacanang Palace, with effect from February 2, 2020, the Civil Aeronautics Board (CAB) requires all passenger and cargo carriers to fully and immediately comply with the following orders:

  1. Any person regardless of nationality (except Filipino citizens and holders of Permanent Residence Visas issued by the Philippine Government) directly arriving from China or its Special Administrative Regions is temporarily barred entry into the Philippines.
  2. Any person regardless of nationality (except Filipino citizens and holders of Permanent Residence Visas issued by the Philippine Government) who has been to China or its Special Administrative Regions within 14 days preceding arrival in the Philippines is temporarily barred entry into the Philippines.
  3. Filipinos are temporarily banned from traveling to China or its Special Administrative Regions.

Given the current ban, FedEx flights are affected, and pick-up and transit times will be impacted. However, FedEx is continuously exploring options to ensure service impact to our customers will be minimal.

FedEx flights are expected to normalize by Wednesday, February 5, 2020.

To check the status of their shipment(s), customers may contact 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

Sign up for FedEx eNews

Sign up for FedEx eNews

Email is a great way to be alerted about the latest news that may impact your shipments and stay updated with special offers.

Subscribe

Already Subscribe?

You can change your email preference anytime. Add, remove something no longer needed or unsubscribe.