Customer Support

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GENERAL ENQUIRIES

Customer Service

FedEx is represented in Micronesia
by a nominated Service Contractor.

Service Available:
Export/Import services

For more information about the
FedEx services available for Micronesia,
please contact:

Pohnpei: +691 3207886/ sylvia_bolotaulo@ctsi-logistics.com
Chuuk: +691 3302022/ chei@oicmicronesia.fm
Kosrae: +691 3706176/ chei@oicmicronesia.fm
Yap: +691 9526990/ willie_banua@ctsi-logistics.com

Frequently Asked Questions

Claims

Who can file a claim?

The sender, the recipient, or a third-party can file a claim. A letter of authorization from the shipper is required for a recipient or third party to make a claim.

How do I file a claim?

Please contact our Customer Service team at 22.3278 or email lacsr@fedex.com to file your claim.
Gather the following documentation:
Photocopy of the FedEx air waybill or FedEx Ship Manager^TM printout.
All related documentation regarding the proof of value of the goods/products shipped (copy of original invoice from vendor or supplier; copy of retail invoice or receipt; final confirmation screen, if an online order, with proof of payment; itemized repair invoice or statement of non-repair, appraisals; expense statement; or any other applicable documentation).
Serial number(s) of merchandise, if applicable.
Inspection report, if applicable.
Submit the claim and documentation by email or fax:
Email: lacsr@fedex.com
Fax: 856.21.22.3280

When should I file my claim?

Concealed loss, damage, and delay claims must be filed within 21 calendar days of the delivery date. Non-delivery or misdelivery claims must be filed within nine months of the shipment date.

How long will the claims process take? / How long does the claims process take?

Unless additional time for research is required, most cases will be resolved five to seven days after we receive your claim form and supporting claim documentation.

Can I get updates on the status of my claim?

If you email the claim form to us via email, you will receive acknowledgement of the email and regular updates on the status of your claim.

Who can receive claim settlements?

The sender will receive the claim settlement unless special arrangements are made with the shipper.

What should I do with the merchandise and shipment packaging while the claim is being processed?

Keep the merchandise and all original packaging, including cartons and contents, until the claim reolution process is finished. It may be necessary to make the packaging available to FedEx for inspection.

Where can I find information regarding FedEx billing procedures on fedex.com? / Where can I find specific information about the claim resolution process?

For more information on billing procedures, please contact Customer Service at 22.3278.

Manage Your Account

What payment options are available?

Payment may be in the form of a valid credit card (Visa, MasterCard, American Express, Discover, and JCB).

How do I update my billing information or credit card information?

To update your billing information, please contact us at 22.3278.

How do I close my account?

Step 1: Please settle all the outstanding invoices for the account.

Step 2: Please provide a letter of authorization (L.O.A.) The L.O.A, should be on company letterhead (if applicable) and include the reason(s) for closing the account, the effective date, the authorization signature and official company stamp.

For any query, please contact FedEx Customer Service at 22.3278.

Shipping

How do I open a FedEx Account?

Please follow the steps below to open a FedEx account:

Go to the Open a FedEx Account page.
Follow the steps and complete the required fields.

Do I need a FedEx account to ship?

In order to ship online using FedEx Ship Manager^TM at fedex.com, a FedEx account and a fedex.com login are required. You can first open a FedEx Account online and then get a fedex.com login.

How do I start shipping online?

If you want to ship online using the full range of FedEx Ship Manager services on fedex.com, a FedEx account and a fedex.com login are required. You first need to open a FedEx account, which you can either do online or by contacting Customer Service, and then you need to register for a fedex.com login ID and password.

What service do I use to ship my package?

FedEx commitment times and rates vary depending on different service types. FedEx International Priority^® has a shorter transport time and a higher rate than FedEx international Economy Service^®.
Go to International Services and Solutions to select the service that meets your needs.

Can I prepare my shipping documents online?

Yes, it's easy to prepare your shipments online. If you already have a FedEx account number, logon to FedEx Ship Manager at fedex.com to process your shipment. Print out your shipping labels on a laser printer, and you're ready to ship.

Where can I get information on how to ship a package?

Find out everything you need to know before you ship any package through our comprehensive online Tools for Shipping.

What are my choices for express delivery?

Recognizing that your deadlines can vary from day to day, FedEx provides three delivery options: FedEx International First^® ;for shipments from select origins to select destinations, International Priority^® for overnight delivery to the U.S. and key destinations in Asia and Europe, and International Economy^® ;for time definite delivery worldwide. For specific delivery commitments based on your shipment's origin and destination, please go to the Get Rates & Transit Times application on fedex.com.

Is it possible to change the service type or delivery time (faster service) of a package once I have already sent it?

Generally it is not possible to change the service type or delivery time of the shipment once it has been shipped.
Please contact Customer Service to confirm if changes can be made.

How can I cancel a shipment I created online?

The window for cancelling a shipment is quite tight, but shipments can be cancelled using FedEx Ship Manager at fedex.com. Logon to FedEx Ship Manager at fedex.com and click on the Ship History tab. Select the shipment and click on the Cancel button.

I lost the label I printed. Can I reprint it?

Yes. FedEx Ship Manager at fedex.com allows you to reprint shipping labels and/or international documentation. FedEx labels and documents may be reprinted up to 12 hours after they are processed, or until midnight local time (whichever comes first). Click on the Ship History tab, select the shipment, and click on the Reprint button.

Can I get a copy of the delivery signature?

If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track Shipment application.

If you need further detailed delivery information, including exact address, please call us at 22.3278.

How do I change the delivery address for my shipment?

If you are the shipper, you may contact FedEx at Telephone: Chuuk CTSI 691.330.2936 to change the delivery address.

For inbound shipments --- The Shipper's authorization may be required for certain commodities. A service charge will be billed to the account the shipment is charged to. Reroute charges may vary according to the service type. Please contact Customer Service at Telephone: Chuuk CTSI 691.330.2936 for more details.

For outbound shipments --- Reroute does not cover change of delivery address other than the city indicated on the AWB. If you request to change the delivery address from one city to another city, it is not simply a reroute but a redirection of the shipment and a new shipment with additional shipping charges will be applied. The Shipper's authorization is required.

No matter if it is an inbound or outbound shipment, change of delivery address is an exception service and we can not make any assurances in their execution.

Can I specify a time window for delivery?

FedEx has a variety of shipping options:
For FedEx Express shipments, we offer several services that each provides delivery by a certain time.

Please contact FedEx Customer Service at Telephone: Chuuk CTSI 691.330.2936 if you want to arrange a specific delivery time for your shipment. Please note, the arrangement is dependent upon availability and location.

Can I schedule a pickup on FedEx Ship Manager at fedex.com?

Yes. Please ensure you keep a record of your booking number. If a booking number is not available, please contact FedEx Customer Service.

How do I order shipping supplies?

You must have an account number to order free FedEx Supplies.
Select the desired supplies and quantity. Fill in your address along with other details and click Submit to complete your order

How can I confirm that my package was shipped to the correct address?

If you have the package tracking number, you can access the delivery city and signature information on fedex.com using the Track Shipment application.

If you need further detailed delivery information, including exact address, please call our Customer Service team at 22.3278.

Tracking

What payment options are available?

Payment may be in the form of a valid credit card (Visa, MasterCard, American Express, Discover, and JCB).

How do I check the status of a FedEx Express package with the tracking number?

Go to FedEx Tracking, enter your tracking number and click Track to proceed.

To learn more about the status of your package, please visit FedEx Tracking Quick Help.

Others

How do I get my package to FedEx?

You can choose from the following options:

- Drop your package off at a FedEx drop-off location

- Arrange for a courier pickup by calling Customer Service

- Schedule a regular pickup with Customer Service

How do I find a FedEx Drop-off location?

You can find a FedEx location near you to drop off or pick up your FedEx Express shipments here.

How do I request a courier?

You can arrange a courier pickup by calling Customer Service.

If you ship many packages a week and would like to schedule a regular pickup, please call Customer Service.

When do package dimensions determine my rates?

Shipments in FedEx-provided packaging are not currently subject to dimensional weight pricing. Dimensional weight is a calculation of a shipment's weight based on the dimensional weight instead of its actual weight. To obtain a rate quote, you will need to provide shipment dimensions along with the actual weight of your shipment.

How do I calculate dimensional weight?

For all FedEx Express shipments to another country/territory, dimensional weight is calculated by the following formula: Length x Width x Height (all in cm or all in inches)/ factor number, which is provided by FedEx.

FedEx reserves the right to assess transportation charges based on dimensional weight for all shipments.

Can I reroute a FedEx Express package in transit or make an address correction?

Yes. Only one reroute request per package is allowed to change a delivery address from what was originally on the air waybill or shipping label. The shipment reroute must be authorized by the sender.

A reroute includes a change to any one of the following:

From one street address to another in the same city/state

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/state

To reroute a shipment, call Customer Service and provide the following information:

FedEx tracking number

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

Please note that the FedEx Money-Back Guarantee does not apply to shipments that are rerouted.

Are there any extra charges for rerouting a package?

Yes, rerouting a shipment is possible; additional fees and restrictions 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 need to present a photo I.D. The FedEx Money-Back Guarantee does 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.

I wasn't home when FedEx tried to deliver my package. What can I do to ensure delivery? / What happens when no one is available at my home or office to accept a shipment?

In most cases, FedEx will attempt to deliver your package three times before returning it to the shipper.

When the driver is unable to leave your package, he/she will leave a tag on your door, informing you of the delivery attempt. The door tag contains the air waybill number and the next delivery time attempt, typically the next business day.

You may contact FedEx Customer Service at 22.3278 to arrange a specific delivery time re-attempt or to arrange for the package to be held at a FedEx location for self pickup. The nearest FedEx location can be found by clicking on FedEx Locations at fedex.com.

As a student, what is the best way for me to get information about FedEx?

We suggest that you explore the About FedEx section of the FedEx website. About FedEx offers a wealth of information about FedEx, press releases, and more.