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.

During this critical time, we remain focused on serving you smoothly as much as possible. However, the country curfew has restricted our night time departure. Therefore, our Customer Service hotline, email and LINE will be closed earlier than usual at 8:00 p.m. until further notice to allow our team returns home safely in time.

Please visit our COVID-19 Information Hub to find the latest COVID- 19 news, service impacts and useful shipping tools. Alternatively, please click here to download customer information guideline. We apologize for any inconvenience caused and appreciate your understanding.

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.

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 epidemic of the COVID-19 has a profound global impact in all sectors and affects the entire economic system, resulting the government to have measures to remedy those affected. On March 30, 2020, the Ministerial Regulation No. 361 (B.E. 2563) was published in the Royal Gazette to reduce withholding tax (WHT) rate on certain payments effective April 1, 2020.

With No. 361 (B.E. 2563), other service fee payments to FedEx that were subject to WHT at 3% before April 1, 2020 are subject to reduced WHT rates summarized in the table below:

 

Payment made from April 1, 2020 – September 30, 2020

Payment made from October 1, 2020 – December 31, 2021

 Other service fee payments

1.5% (applicable for all WHT payment methods)

2% (only applicable to e-Withholding Tax payments)

Other service fees are: Third Party Billing Surcharge, FedEx International Broker Select, Accessible Dangerous Goods / Inaccessible Dangerous Goods, Dry Ice / Gel Packing Surcharge, Duty Handling Fee, Customs Clearance Surcharge, Non-Document Supply, FedEx Priority Alert / FedEx Priority Alert Plus and FedEx OnDemand Care.

Please note the WHT rate on other service fees paid on or after January 1, 2022 will be resumed to 3%.

Please note that freight and related charges invoiced by Federal Express Corporation, Thailand Branch are exempt from WHT, while freight and related charges invoiced by FedEx Express International (Thailand) Limited are subject to WHT at 1%

 

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

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).

FedEx Express is maintaining its pick-up and delivery services throughout Thailand.

As a result of the country wide curfew, we are changing our call-in cut-off times for shipments to U.S., Canada and Latin America from 7:00pm to 5:00pm, and the latest pickup time from 10:00pm to 7:00pm effective from April 8, 2020 until further notice.

The situation is being closely monitored and operational contingency plans are in place to minimize any possible service disruptions. FedEx Express remains committed both to the safety of its people across the FedEx Express network as well as to providing the highest level of service to our customers during this time.

FedEx customers can check the latest status of their shipments by visiting fedex.com/th or calling the local FedEx Express Customer Service Team at 1782. 

Due to the impact of the global epidemic, extra resources are required to process manual air waybill.   Starting from April 20, 2020, we will impose a surcharge for the provision of manual air waybills. Customers who opt for manual air waybills will be charged 50 Thai Baht per piece with a minimum order quantity of 10 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 20, you will be charged a fee of 500 Thai Baht for an order 10 pieces of manual air waybills.

The surcharge will be billed on a separate invoice to you.

Preprinted air waybill will be ceased accordingly starting from May 1, 2020. 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. 

Service News

On 17th March 2020, the Cabinet announced the postponement of the public holidays from 13th to 15th April 2020 to prevent the spread of Coronavirus Disease (COVID-19).

As a result, we will adjust our holiday schedule accordingly. Our services will be available as usual from 13th to 15th April 2020. To enable social distancing, we encourage you to use our door-to-door service where we will pick up your packages at your doorstep.

“Safety Above All” is something we take incredibly seriously at FedEx. We are taking guidance the World Health Organization (WHO)’s recommendations as we strive to help protect our customers and our team members.

Should you have any enquires related to this change, please contact our Customer Service team at 1782, email: thcsr@fedex.com, or LINE: @FedExThailand

We are integrating the FedEx Express and TNT local ground operations in Bangkok. By combining our facilities, we hope to improve efficiencies and serve our customers better.
 

Effective from April 1, FedEx Express and TNT customers can drop off and pick up their packages at the new facility stated below:

FedEx World Service Center – Thai Summit Tower

1768 Thai Summit Tower, 18th Floor, New Phetchaburi Rd.,

Bangkapi, Huaykwang, Bangkok 10310
 

The operating hours are:

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

Closed on Sat-Sun and Public Holiday

Please contact our Customer Service team at 1782 to arrange a pick up or if you wish to find out about the FedEx Express drop off location nearest you, please click here

Effective April 1, 2020, our local Customer Service phone number will be changed from +662.229.8900 to +662.491.2000. Customers can still contact +662.229.8900 until March 31, 2020. There will be no change to FedEx hotline number 1782.

Currently, medical device importers are required to obtain Food and Drug Administration Thailand (FDA) e-permit or LPI (License Per Invoice) in advance to complete the custom clearance process.

Effective February 14, 2020, FedEx Express Thailand is launching a new special support service to assist medical device importers in obtaining the requisite LPI. With our experience, dedicated team and agents, we can facilitate the smooth processing of customer import shipments, minimize delays and streamline customers’ customs clearance process, giving customers a better peace of mind when importing medical devices.    

Customers can contact their Sales representative or call our Customer Service hotline at 1782 for more information and to learn about the surcharge fee. 

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.

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

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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