Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service News

We are monitoring the impact of the COVID-19 outbreak. Stay connected with the service impacts here.

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.

For 2020 February Peace Memorial Day holiday, FedEx Taiwan will change operating hours as below:

Date

Pick up / Delivery
Cut-Off Time

World Service
Center (WSC)
Drop-Off Time

Customer
Service Team
Operating Hours

Gateway
Drop-Off Time

Feb 28 (Fri)

Peace Memorial Day

No service

No service

No service

No service

Feb 29 (Sat)

No service

No service

08:00 - 14:00

09:00 - 13:00

Please use Get Transit Time to learn more about the delivery time of your shipments during the holidays.

The above information is subject to change without prior notice

To comply with Taiwan government regulations on containing and preventing the spread of the COVID-19 outbreak, from January 24th to April 30th, FedEx Taiwan will temporarily suspend the transportation of face masks without export licenses. For more details on government regulations, please visit the Ministry of Economic Affairs website. Additionally, outbound shipments to China may encounter service delay due to local operational adjustment. We apologize for any inconvenience caused.

To save your time of preparing your shipments, FedEx invites you to automate your shipping process online via FedEx Ship ManagerTM at fedex.com. Prepare your airway bills online, fast and easy! 

FedEx will apply a non-automated air waybill surcharge, NT 100 (5% business tax inclusive) per air waybill, to the shipments using non-automated air waybills. Switch to electronic air waybills now to improve efficiency while saving you money!

Click here to learn more about the benefits you can enjoy from FedEx Ship Manager.  If you have not registered for FedEx Ship Manager, click here to register. Existing FedEx Ship Manager users, click here to login.

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 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 0800.075.075.

From 1 July 2018, the Australian Government will introduce a 10% goods and services tax (GST) on the sale of goods valued at AUD1,000 or less, which have been imported into Australia by consumers.

Overseas merchants with annual sales into Australia of AUD75,000 or more will be required to comply with this new legislation. For details please go to the Australian Tax Office website or send an email to AustraliaGST@ato.gov.au.

This new legislation also requires merchants to provide relevant tax information to the transporter of low value goods. FedEx will collect this information electronically via its FedEx shipping software programs. Please click here for the shipping guide on low value goods to Australia.

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 information on other fraudulent emails, you can visit our U.S. website by clicking here.

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