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Frequently Asked Questions

  • Shipping
    • 1. Do I need a FedEx account number to be able to ship online?

      You do not need a FedEx account to ship online.

      You can use FedEx Ship Manager Lite, a tool that allows you to prepare a shipment, get rates and transit times and schedule a pick-up without having to log in. All you need is your credit card.

      You only need a FedEx account if you want to

      • take advantage of our volume driven discounts or
      • use our advanced shipping tool FedEx Ship Manager® at, best suited for complex shipping
      • needs like dangerous goods, heavyweight or multiple package shipments

      To request your FedEx account, please fill in our online form.

    • 2. What shipping documents do I need to ship a FedEx Express package internationally?

      To ship a FedEx Express package, you will need to complete:

      • An international Air Waybill (required for all shipments)
      • A Commercial Invoice (required for most shipments with commercial value)

      The International Air Waybill is the document that holds all the information on your shipment. You can complete it online using FedEx Ship Manager® at or FedEx Ship Manager Lite

      The Commercial Invoice is the official transaction record between an exporter and an importer. Customs rely on it to clear shipments across international borders. You can use your own commercial invoice or complete it using the editable pdf and upload it online using FedEx Ship Manager® at or print it and stick it on your package (3 copies). Gifts, videotapes, drawings, and all other non-document shipments, regardless of value, require a Commercial Invoice.

      Other type of documentation might be required depending on the type of goods you are exporting, their commercial value and the country/territory of destination. For more information on how to prepare shipping documents to ship internationally, please visit our Customs Tools section or call the Customer Service.

    • 3. How do I fill in an air waybill?

      You can complete your air waybill online using FedEx Ship Manager® at or FedEx Ship Manager Lite.

      You can get all the necessary information to fill in your air waybill on our online guide.

      In case of additional questions, you can always contact Customer Service.

    • 4. What service should I use to ship my package?

      FedEx Express offers a range of reliable services to meet all your shipping needs. You can rely on our door-to-door, time-definite services backed by Money-Back Guarantee for your most urgent shipments or user our time definite services for your less urgent shipments.

      For more details on all our services, please visit our services section.

    • 5. Does FedEx Express offer a money-back guarantee?

      Yes. FedEx offers money-back guarantee for all your International Priority shipments. If your FedEx Express package is delivered even 60 seconds later than the delivery commitment, you can claim your money back (some restrictions apply).

      For more information, please refer to the Federal Express Conditions of Carriage.

      To claim your money back, please send a mail to Customer Service.

    • 6. How do I order shipping supplies?

      You can order Packaging Supplies online or by calling the Customer Service. You must have an account number to order supplies. FedEx will ship your supplies to your account’s address typically within 3 to 4 business days.

  • Tracking
    • 1. Can I assign my own reference number to my shipment and use it for tracking?

      When creating your Air Waybill, you can assign your own reference number to your shipment and then use that reference number for tracking.

      Only unique matches will be displayed when tracking by reference without an account number. If there are multiple results for the same reference number, you must select a FedEx service before clicking “Resubmit all”. If a unique match cannot be found, you will need to enter the account number.

      Please note that with our Advanced Tracking tool ( User ID required) you can monitor all your inbound and outbound shipments and third-party shipments billed to your account without ever entering a tracking number. Also, you can set automatic status notifications.

    • 2. How can I track my shipment if I have lost my tracking number?

      If you are a FedEx customer with an online login, you can monitor all the inbound and outbound shipments billed to your account without entering a tracking number by using our Advanced Tracking tool. If you do not have an online login, please contact Customer Service.

    • 3. Can I get a copy of the delivery signature?

      Yes, where available, you can view the picture of the recipient's signature and get a copy by email, through our online Proof of Delivery tool.

      Simply introduce the 9-digit FedEx account number. If the account number matches the shipper or payer of the shipment, you will be able to view detailed Signature Proof of Delivery information, which includes complete contact name, company name, street address, city, state/province, zip/postal code, and country/territory information for both the shipper and recipient (if available). Without the account number, only the signature is available.

      The signature image and additional recipient information may not be available for display in all countries/territories. This will be indicated on the Signature Proof of Delivery where applicable.

    • 4. What do the status "Exception" or "In Transit" mean?

      The status “exception” means that an unexpected event is preventing delivery of your package. Some examples of status exceptions include a customs delay, no one to accept delivery of your package, holiday, missing documentation, etc. If you want more information about the status of your package, please call Customer Service.

      If the tracking status of your shipment is “In Transit”, it means that your package is on its way to its final destination. It does not necessarily mean that your package is in a moving vehicle such as an aircraft of truck, it may be at a FedEx facility.

    • 5. Can I reroute a FedEx Express package "in transit" or make an address correction?

      A reroute is a request to change a delivery address from what was originally on the air waybill or shipping label. FedEx can reroute a shipment if it is authorized by the sender. Only one reroute per package is allowed.

      A reroute includes a change:

      • From one street address to another in the same city
      • From Hold at FedEx Location instructions to a request for a delivery
      • From delivery instructions to a request for Hold at FedEx Location
      • From one Hold at FedEx Location to another in the same city

      If you want to re-route a shipment, call Customer Service and provide the following information:

      • FedEx tracking number
      • The new destination address and contact telephone number for the recipient.

      Additional restrictions and fees may apply. There is no extra charge to hold packages for pickup instead of delivery, however the person authorized to pick up the package will require photo I.D. FedEx Money-Back Guarantee do not apply to shipments that are rerouted.

      FedEx reserves the right to determine the mode of transportation (including air, ground, or other carriers) to get your shipment to its new destination as quickly as possible. FedEx will attempt to honor the new delivery request, but verification and handling procedures may result in delays

    • 6. My package arrived damaged, late or was lost and I wish to file a claim, what should I do?

      To file a claim, please follow the three steps here under:

      • Download and complete a FedEx Express Claim Form
      • Gather all the documentation required related to the proof of value (copy of original invoice form vendor or supplier, copy of retail invoice or receipt, final confirmation screen if online order with proof of payment, itemized repair invoice or statement of non-repair, appraisals, expense statement, or any other applicable documentation.
      • Send the completed claim form to Customer Service
        • by email to
        • or by regular mail to the following address: FedEx, Centro de Carga Aérea, Aeropuerto Barajas, 28042 Madrid

      Please note that a claim must be submitted within 21 days after delivery of the shipment if your shipment is damaged or within 9 months after the package was tendered to FedEx when your shipment is lost.

  • Pickups & Locations
  • Quotes
  • Account
  • Invoice & Payment
  • Customs and Duties & Taxes
    • 1. Will I need to pay taxes for my international shipment?

      Duties and taxes might be due when importing a shipment. The person or business receiving the shipment is legally obliged to pay Duty unless the sender or a third party has agreed to pay these charges in the contract of sale. For more information:

    • 2. How is duty and VAT calculated?

      Customs Duty is a tax charged on all products shipped from outside of the European Union. Controlled by Customs, the purpose of Duty is to bring the cost of imported goods up to the same cost as those produced within the EU to keep competition fair.

      In order to calculate duty and tax you must know the value of the goods, the freight charge and the correct commodity code. The commodity code will determine what duty rate is applicable to your goods. Customs duty is applied against the customs value of the goods. By customs value we mean the invoice value + the freight charge.

      You can get an estimate on duties and taxes on our Global Trade Manager.

    • 3. Why do I need to pay duty and tax on a gift?
      • Items below to 45.00 EUR in value sent directly from person to person are not liable to import charges.
        • The sender and the recipient must be private individuals
        • All items must be itemised with their own full description and value
      • Items between a company and private individuals are not liable for import charges if value is under 22 EUR.

      Please note that:

      • Items containing alcohol and tobacco will incur Excise Duty
      • Items containing food are restricted in Spain

    • 4. The duty /tax charge is incorrect. How do I dispute these charges?

      An EORI number is a unique reference assigned by a customs authority to identify economic operators within the European Union. It is needed for all companies and all types of export and import shipments.

      The EORI number is a legal requirement and should be included on all custom declarations for import from or export to countries/territories outside the EU. Customs authorities will refuse any entry of goods without an EORI number.

      The EORI will often be an extension of the VAT number. Spanish EORI numbers will be prefixed with ES. The EORI number must to be linked to a Spanish VAT or NIF number for VAT purposes.

      You need to enter your EORI number on your commercial invoice and on our online shipping tools at the same time as you enter your sender information.

      To apply for an EORI number in Spain, you need to go to the website of Agencia Tributaria.

      Note: To be able to grant EORI number online through the Electonic Office you need to have your company’s digital certificate installed on your computer

      To check if you have a valid EORI number, you need to go to the website of the European Commission.

      Note: Please ensure that ES is in capital letters and that there are no gaps between any of the letters and digits in the number.

    • 5. Why have I been contacted for clearance instructions?

      Please send clearance instructions to We need to let Customs know why your goods are coming into Spain. Please let us know if your shipment is a straight forward sale of goods or if your goods are perhaps coming in for repair or exhibition etc. If your shipment is a temporary import we will require your own Customs Broker Agent. A clear description of the items and confirmation of value and commodity codes if available.

    • 6. The duty /tax charge is incorrect. How do I dispute these charges?

      Your shipment is awaiting customs clearance. We may require some further information from the recipient or the shipper in order to clear the goods. Please call our Customer Service team who will be able to tell you more as to the exact detail we require.

      Please note that some clearance delays are outside of FedEx’s control and your goods may be subject to additional checks with Customs or another government agency.

    • 7. What is the fuel surcharge and how is it calculated?

      The fuel surcharge is not a fix charge; it can vary on a monthly basis based on fuel price.

      To get more information on fuel surcharge, please contact our Customer Service.