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

Several areas in the northeast of Thailand were flooded due to the heavy rainfall. The severe flooded areas are now inaccessible. Therefore, some of our pick-up and delivery services will be delayed.

The affected areas* are:

  • Nakhon Ratchasima province with the following zip code: 30270
  • Chaiyaphum province with the following zip code: 36160, 36220, 36170, 36130, 36220, 36120, 36000, 36240, 36130, 36210, 36260, 36130, 36230

FedEx Express remain committed to the service we offer our customers. We are monitoring the situation closely and will operate on a business-as-usual basis as soon as the circumstances allow.  

We regret any inconvenience you may have experienced. To obtain information about the status of your package, please visit fedex.com or call us at 1782.

*The affected areas might be changed due to the dynamic nature of the situation.

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 additional service enhancement for freight shipments by our International Priority Freight and International Economy Freight services per the following details;

Pickup service for Freight shipments in zip code 21140

o Extending call-in cut-off time from 12pm to 1pm for formality freight shipments (Export Processing Zone (EPZ) and Free Zone),

o Extending call-in cut-off time from 1pm to 2pm for regular freight shipments

All EEC customers still remain in our Customer Ownership Groups (COGs) to get benefits for extra care and assist with their shipment enquiries. FedEx is committed to deliver exceptional service to our customers. For further enquiries, please contact your Sales Representative or visit fedex.com.

As part of our efforts to provide customers with greater convenience in relation to their import shipment activities, starting from Sep 9, 2021, FedEx Express Thailand will be extending its Import Clearance Support hours to 21:00 (previously, Import Clearance Support was only available till 17:00).

This extended service is free of charge and there is no change to existing customer contact channels. Customers are recommended to “reply all” when writing us via email so that our team members can assist to address customers’ enquiries accordingly during the extended support hours.

With our experienced and dedicated team members, we remain committed to facilitating the smooth processing of import shipments, minimizing delays and streamlining customs clearance process in order to give customers a better peace of mind when importing shipments.

Customers can contact our import clearance broker via your usual contact channel or sales representative for more information.

Indonesia will enact a new regulation on August 1, 2021, that could impact how international shipments imported into the country are cleared by the local customs authority.  Failure to comply with this new regulation could result in shipment delays.

 

Beginning August 1, 2021, the regulation requires shippers located outside Indonesia to:

(1) Obtain the Tax ID ("NPWP") of their consignee/recipient in Indonesia for each imported shipment; and 

(2) Input the Tax ID ("NPWP") into the "Consignee" or "Recipient" section of the Air Waybill and Commercial Invoice.

 

What you need to do when shipping to Indonesia beginning August 1, 2021:

● Contact your consignee in Indonesia to obtain their local Tax Identity Number / Tax ID (known locally as "NPWP").

● Input the Tax ID into the "Consignee" or "Recipient" section of your shipment's Air Waybill and Commercial Invoice.

● If your consignee/recipient does not have a Tax ID, other forms of identification may be used instead:

  • - For Indonesian citizens, input their Indonesian Citizenship Identity Number in place of Tax ID.
  • - For those without Indonesian citizenship, input their Passport Number in place of Tax ID. 

● If you use a shipping tool to electronically prepare shipping documents, please input the Tax ID (or its equivalent as listed above) into the text box provided in the tool:

  • - FedEx Ship ManagerTM at fedex.com (Modernized Version):  [RECIPIENT TAX ID] text box located in the “Billing” section. The consignee's Tax ID will be visible on the air waybill.
  • - FedEx Ship ManagerTM at fedex.com (Basic Version):  [RECIPIENT TAX ID] text box located in the "To" section.
  • - FedEx Ship ManagerTM Software:  [VAT/Customs ID/EIN#] text box located in the "Recipient Information" section.
  • - Global Ship ManagerTM Software:  [VAT/Customs ID/EIN#] text box located in the "Recipient Information" section.
  • - MyTNT2:  [VAT Number] text box located in the "Receiver" section.

 

This new regulation is pursuant to Indonesia Ministry of Finance Regulation No. 158/PMK.04/2017 and Indonesia Directorate General of Customs & Excise Regulation No PER 11/BC/2020.

Effective October 1, 2021, we are retiring the older versions of FedEx Ship Manager Software (ver. 12 or below) and FedEx Web Services (below ver. 3600).  At the same time, corresponding technical support services will stop.

From October 1, 2021, customers will no longer be able to access any technical support for the expired software and risk a shipment delay due to incorrect shipment label information.

Impacted customers will receive email notification by July, 2021, and will be provided with instructions to upgrade or switch to online shipping.

FedEx aims to provide excellent customer service across every communication channel and deliver standard, positive service experience to all customers. In order to meet current market expectations and stay up to date with the newest technology trends in the customer service area, on June 7, 2021, FedEx will launch automated interactive voice response (IVR) in Thailand.

The new system will provide customers with a voice prompt menu which allow customers to arrange pickup, track package status, check flight details, request for billing information and order supplies automatically. In addition, it provides 24/7 support in Thai, and English language.

Thanks to these changes, customers will benefit from shorter call-transfer, call-wait times and will be able to complete their requirement through automated menu by themselves. Alternatively, all mentioned activities can be completed seamlessly through our online tools at any time of the day.

Note: During office hours, 8.00 am to 8.00 pm on Monday to Friday or 8.00 am to 5.00 pm on Saturday and public holiday, it is always possible for customers to get in touch with a customer service agent if required.

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.

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.

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.

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.

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

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