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 light of the COVID-19 Outbreak and its impact, Thailand Customs determined measures to help people and entrepreneurs by issuing the Ministry of Finance notification on reduction of duty rate and exemption of customs duties for masks used in hospital operating rooms (under subsection 6307.90.40) and specialized respirators, dust mask, haze, or toxic substances that are safety devices (under category 6307.90.90).

In addition, effective from March 24, 2020 to September 20, 2020, import duties on any goods imported to produce a mask in accordance with the above are exempted.

FedEx Express and TNT customers importing masks and medical items are advised by Import and Export Inspection Division, Food and Drug Administration to follow the requirements below:

- Paperless registration and formal clearance are required for all importers.

- If the purpose of import is for donation to a foundation, charity or hospital, a certificate from the recipient organization will be required. 

- Please see below table for more details:

Items

Import License

Imported requirements

Remarks

Personal Account

Corporate Account

· Surgical masks and 3 ply under subsection 6307.90.40

· Germ filter, not used in medication under subsection 6307.90.90

Yes

· Maximum 180 pieces allowed per person per six months

· A copy of ID card and a copy of house registration

· Import exemption request form

· Power of Attorney for FDA

 

· Maximum 180 pieces allowed per person per six months

· A copy of the company employee card (or ID card)

· Import exemption request form

· Power of Attorney for FDA

*Please contact Medical Device Control Division if you wish to import for sale and for further information.

Fabric masks, Specialized respirators, dust/haze mask, under subsection 6307.90.90

 

Unlimited

Unlimited

*Please contact Medical Device Control Division for further information.

Thermometer

Yes

· Maximum 2 devices per Air Waybill

· A copy of ID card and a copy of house registration

· Import exemption request form

· Power of Attorney for FDA

· Maximum 3 devices per 20 employees

· A copy of the company employee card

· Import exemption request form

· Power of Attorney for FDA

*Please contact Medical Device Control Division if you wish to import more than this limitation

Alcohol Gel

Yes

· Maximum 6 bottles per person (maximum 100 ml per bottle)

· A copy of ID card and a copy of house registration

· Import exemption request form

· Power of Attorney for FDA

· Maximum 6 bottles per person (maximum 100 ml per bottle)

· A copy of ID card and a copy of house registration

· Import exemption request form

· Power of Attorney for FDA

*Please contact Cosmetic Control Group if you wish to import more than this limitation

Covid-19 reagents, Personal Protective Equipment (PPE)

Yes

· Please contact Medical Device Control Division for further information.

 

*Please contact FDA Suvarnabhumi for further information.

Filter for masks

 

Unlimited

Unlimited

*Please contact FDA Suvarnabhumi for further information.

 

Kindly take note of this development when planning your shipments.

Given the dynamic nature of the situation, customers are further advised to check the Thailand customs and Medical Device Control Division, FDA’s websites, and contact FedEx’s/TNT’s Sales Representative or Customer Service Hotline for assistance.

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

Effective from May 10, FedEx Express and TNT customers can drop off and pick up their packages at the facility stated below:

FedEx World Service Center – Phitsanulok, Thailand

78/3 Moo 12, T. Hua- Ror, A. Muang, Phitsanulok  65000

The operating hours are:

09:00 - 17:00 (Mon-Fri)

09:00 - 15:00 (Sat and Public Holiday)

Closed on Sun

You can visit fedex.com to arrange a pick up or check the drop off location nearest you. For further enquiries, please contact our customer service hotline at 1782.

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.

Effective May 3, 2021, FedEx will start handling Dangerous Goods (DG) shipments on FedEx International Priority (IP) and FedEx International Priority Freight (IPF) services to and from Auckland, New Zealand.

DG via IP and IPF services can be shipped worldwide to and from Auckland, New Zealand; excluding Europe. 
Please also note that DG shipments on IP and IPF services will have a weight restriction of 32kg per package.


The following Dangerous Goods (DG) shipments are prohibited and cannot be handled by FedEx in New Zealand:

  • All radioactive items
  • All explosives
  • Standalone lithium-metal cells or batteries (UN3090)
  • Standalone lithium-ion cells or batteries (UN3480)

To learn the basics of DG shipping, please refer to the Dangerous Goods Shipping brochure on fedex.com.


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.

FedEx Express and TNT are going to adjust its operating hours during these Songkran Holidays wherein customers may experience service limitations. Kindly refer to the table below for more details.

Date/Service

Pickup and Delivery Service

Import Clearance Service

Tuesday, April 13

Saturday mode*

Saturday mode**

Wednesday, April 14

Closed

Closed

Thursday, April 15

Saturday mode*

Saturday mode

* FedEx Stations and World Service Centers at Lam Chabang, Pattaya, Phuket, Chiangmai, Lamphun and Nakorn Ratchasima locations will be closed. Domestic and Out of Pickup and Delivery area services will also be closed.

** Import Formal Clearance will be closed

If you wish to have your package delivering during these holidays, please write to thcsr@fedex.com or contact our Customer Service team at 1782 by April 12, 6:00pm. Our customer service team will handle your request. We encourage FedEx and TNT customers to visit fedex.com for more details on operational hours at “Find Locations” prior to shipping.

We regret any inconvenience you may experience and are committed to delivering your shipment to its destination as soon as possible. For further enquiries, please visit fedex.com.

FedEx strives to make your shipping experience as seamless as possible. We see a lot of opportunities to connect our customers in Eastern Economic Corridor (EEC) area with more possibilities. We are pleased to introduce our service enhancement for freight shipments by our International Priority Freight service per the following details;

  • Pickup service
    • Extending call-in cut-off time from 2:00 pm to 3:00 pm for freight shipments in zip codes 20000, 20160 and 20230,
    • Standby trucks (up to 6-wheeler or 37 cubic meter) to support freight shipments pickup.
  • Delivery service
    • Same day delivery for morning released shipments to EEC area and Shortening delivery service for noon released freight shipments from +1 day to same day delivery in zip codes 20000, 20160 and 20230.
  • All EEC customers will be enrolled to Customer Experience Program to enjoy the benefits of extra care and assistance with your shipment enquiries.

FedEx is committed to deliver exceptional service to our customers. For further enquiries, please contact your Sales Representative or visit fedex.com.

FedEx and TNT strive to make your shipping experience as straightforward as possible. When importing skateboards to Thailand, it is important to understand the requirements and guidelines so that you have a smooth customs clearance experience.

Tip# 1: Compliance with customs documentation requirements

- The import tax calculation will be based on the cost, insurance and freight (CIF) terms. You are advised to work with the sender to identify the freight charge in the commercial invoice, otherwise the freight charge from the customs standard Freight Zone will be applied for the import tax calculation instead of the actual freight charge.

- The Harmonized System code or HS code for importing skateboards is 9506.99.90

Tip# 2: Importation

- Skateboards, no matter what type, imported into Thailand are subject to a 10% customs tax and 7% value added tax (VAT) under the cost, insurance and freight (CIF) terms;

- When importing via FedEx and TNT, we will perform Express Clearance for customers to lessen and ease clearance complications under the conditions below.

·       The shipment is valued at less than THB 40,000;

·       The highest customs tax will apply for tax calculation. This means when importing other commodities in the same shipment such as t-shirts, which are subject to a 30% customs tax, the 30% customs tax will apply for the skateboard shipment instead of 10%. Therefore, you are recommended to import or purchase other commodities separately to get the accurate customs tax applied to your shipment.

Customers are further advised to check the Thailand customs websites when planning shipments. To check the status of your shipments, please visit fedex.com.

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 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 tendering shipments to us over the counter or shippers with no registered shipping account tendering shipments to us on-road 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, 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, 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 January 1, 2021, FedEx International Economy and International Economy Freight services from Thailand to Malaysia and Singapore will be resumed to offer shipping solutions for your business needs.

There will be some changes due to the network adjustment we have made. First of all, the export regulation for this service now requires formal clearance process. We can assist you with FedEx’s broker who will ensure smooth export clearance process from the beginning, but you also have an option to use your own broker as well.

With this network adjustment, your shipments will take additional 1-2 days to arrive at destination. If you foresee that the timeline does not meet your needs, you may choose International Priority service for faster delivery. Our Sale Representatives and Customer Service hotline at 1782 are ready to assist you to get through this change. 

At FedEx we value your business, and we are always striving to improve our services.

To sustain the high service quality you have come to expect, we are revising our rates to a more viable business level.

We have recalibrated our customs clearance surcharges. Effective Feb 1, 2021, the new surcharges will apply to all customs clearance operations. Please click “View More” for surcharge details.

For more information, please visit fedex.com or contact your account manager, who can assist you with your shipping requirements across the FedEx Express and TNT portfolios.

Thank you for your loyal support and ongoing partnership. We remain committed to providing excellent service and the best possible experience for your business needs.

FedEx and TNT strive to make your shipping experience as straightforward as possible. When importing gifts to Thailand during this festive season, it is important to understand the requirements and guidelines for shipping gifts to Thailand so that you have a smooth customs clearance experience.

For restricted goods, please know that the recipients must register with the Thai Customs Department as an Importer. In addition, the shipment will be required to go through the formal clearance process. Based upon the type of restricted goods, an additional import license will be required. If the recipient isn’t in compliance, it can take at least 28 days to complete the process after the shipment’s arrival.

Please click “Learn more” for further requirement and guideline details.

If you have further questions, please contact your Sales Representative or our Customer Service Hotline at 1782 or 02.491.2000.

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'.

Effective October 12, 2020, FedEx manual air waybill will no longer be available on FedEx Supplies page. You may request for manual air waybill from our Customer Service.

We encourage you to start using our shipping tools so that you can enjoy the ease, speed and convenience of processing your shipments.

To learn more about FedEx’s shipping tools, please visit “All Shipping Tools” page on fedex.com

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).  

As part of the planning process and to ensure the appropriate corporate set up is in place to support the integration of FedEx Express and TNT, Federal Express Corporation, Thailand Branch will transfer part of its business in Thailand to FedEx Express International (Thailand) Limited (“FedEx Express Thailand”) effective March 1, 2020 (subject to regulatory and other clearances).

There will be no change to our services and operations as a result of this transfer. Our service commitments to our customers also remain unchanged. All existing business terms remain the same, except for the contracting entity. Your Sales representative will be in touch if we need to amend your contract.

In terms of billing, FedEx Express Thailand will start issuing invoices for international transportation and other services effective March 1, 2020. For outbound and inbound shipments, customers that are companies, registered partnerships or other entities in Thailand will need to withhold 1-3% of international transportation freight, related charges and other service fees invoiced to them by FedEx Express International (Thailand) Limited. The amount withheld should be remitted to the Revenue Department of Thailand and should send a tax certificate to FedEx Express International (Thailand) Limited.

For further information about billing and tax details, please click "View More”.

If you have any further questions, please reach out to your Sales representative or contact our Customer Service Hotline at 1782.

Shipping Regulatory Update

On February 20,2020, the Central Committee, Department of Internal Trade on Prices of Goods and Services announced effective from February 21, all medical/disposal masks exports regardless the quantity require an export license with official permission.

In view of the above, effective immediately, FedEx Express customers exporting medical/disposable masks regardless of quantity require an export license with official permission and process formal clearance. Kindly take note of this development when planning your shipments.

Given the dynamic nature of the situation, customers are further advised to check the Thailand customs’ website, and contact our Sales Representative or Customer Service Hotline for assistance.

On February 4, 2020, Thailand’s cabinet classified surgical masks and certain other products as ‘controlled goods’ to prevent shortages. This designation allows the Thailand government to manage the distribution and export of such products.

The Central Committee, Department of Internal Trade on Prices of Goods and Services announced on February 4, 2020 that exporting 500 pieces and more of ‘controlled goods’ requires official permission.

In view of the above, effective immediately, customers exporting 500 pieces and more of medical/disposable masks classified as ‘controlled goods’ would require an export license with official permission and process formal clearance. Kindly take note of this development when planning your shipments.

Given the dynamic nature of the situation, customers are further advised to check the Thailand customs’ website, and contact FedEx’s/TNT’s Sales Representative or Customer Service Hotline for assistance.

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

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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