Shipping Policy

Shipping Policy

Quick Summary: Operational shipping policies — order cut-off times, warehouse closures, courier liability, and tracking expectations.

Overview

This page describes the operational policies that affect how your orders are processed, shipped, and tracked. It covers cut-off times, holiday schedules, courier liability, and what to expect from tracking.

Note: Your specific order cut-off times, courier SLAs, and processing timeframes may differ from the general descriptions below. Contact your Account Manager for your account's specific policies.

Order Processing

Cut-Off Time

Orders are processed according to the warehouse's daily cut-off time. Orders approved and submitted before the cut-off are queued for same-day processing. Orders arriving after the cut-off begin processing on the next business day.

Processing Window

The warehouse aims to process approved orders within a standard processing window after the cut-off. Actual processing time may be longer during peak periods or when additional handling is required.

Note: Processing estimates are targets, not guarantees. Actual times depend on order volume, item availability, and warehouse capacity.

Warehouse Closures

Order processing is paused during: - Public holidays at the warehouse location - Severe weather events affecting the warehouse (typhoons, storms) - Scheduled warehouse closures communicated by your Account Manager

Orders approved during a closure are queued and processed when the warehouse reopens.

Tip: Expect longer processing times during peak seasons (typically around major e-commerce holidays at year end). Plan ahead and communicate adjusted timelines to your customers.

Shipping & Couriers

Rate Cards

Your shipping rates are defined in your rate card agreement with your Account Manager. Rates cover warehousing, storage, labour, and courier shipping services.

Shipping rates are subject to change. Current rates are available in the portal and your rate card agreement. Contact your Account Manager for the latest rate card.

Rate Estimates vs. Final Charges

Cost estimates shown in the Shipping Calculator and pending charges are based on the package dimensions and weight you enter. Final charges are determined by:

  • Actual package dimensions and weight measured by the warehouse or carrier
  • Fuel surcharges and remote-area surcharges applied by the carrier
  • Additional services (customs brokerage, delivery attempts, address correction)

Final charges may differ from estimates. The carrier's measured weight and dimensions are used for billing.

Courier Liability

Couriers are third-party service providers. FedEx is not responsible for delays or failed deliveries caused by couriers.

Delays may occur due to: - Customs clearance and inspection - Extreme weather or natural disasters - Strikes or labour disruptions - Peak season volume at courier facilities - Remote area delivery constraints

Delivery timeframes for international shipments are not guaranteed. Customs authorities may delay, refuse, or impose unanticipated charges at their discretion.

Tracking

Tracking Numbers

A tracking number is provided for each fulfilled order. Tracking numbers are available in the portal under Tracking → Order Tracking.

See Tracking Overview for the full tracking guide.

Tracking Updates

Tracking updates come from the courier. FedEx does not control when couriers post updates. Some couriers may delay the first scan after pickup.

No-Update Threshold

If a tracking number shows no updates for an extended period, the shipment may require investigation. Contact support to determine the appropriate investigation threshold for the courier and destination.

Final Status and Delivery Confirmation

A shipment is considered delivered when the courier confirms delivery in their tracking system. The portal reflects this as the Delivered status.

If a tracking status shows Delivered but your customer disputes receipt, contact support to request a Proof of Delivery (POD) from the courier. POD availability depends on the courier and service level used. A POD is not guaranteed for all couriers or destinations.

There is no separate "final status" beyond Delivered. After delivery, tracking updates stop and the tracking entry may eventually show Expired — this is normal behaviour and does not indicate a problem.

Return to Sender

When a courier cannot deliver a package (invalid address, unclaimed, refused), the package may be returned to the sender. The tracking status shows Returned and a return arrow icon appears in the tracking list.

If auto-return processing is configured on your account, a return order may be created automatically. Otherwise, contact your Account Manager to handle returns.

Claims for Lost or Damaged Shipments

Claims for lost or damaged shipments during delivery should be directed to the courier. FedEx will reasonably assist with the claims process.

If your order has Flosurance coverage, see Insurance for the claims process.

Notify your Account Manager before filing any courier claims so they can assist and provide required documentation.

Troubleshooting

Issue Cause Solution
Order not processed same day Submitted after daily cut-off time Submit orders before your account cut-off time for same-day processing
Tracking shows no updates after several days Courier has not scanned package yet Wait for courier first scan; contact support if no updates beyond investigation threshold
Final charges higher than estimate Carrier measured different weight or dimensions Final charges use carrier-measured values; surcharges may also apply

FAQs

What happens to my orders during a public holiday? Orders are queued and processed when the warehouse reopens. Orders submitted during the closure are not lost — they wait in the queue.

How long does order processing take? The standard processing window depends on your warehouse location and account configuration. Peak seasons and high-volume periods may take longer. Contact your Account Manager for your specific processing timeframes.

Can I get guaranteed delivery dates? Delivery is handled by third-party couriers. Delivery timeframes are estimates based on the courier's published service levels, not guarantees. Customs delays, weather, and other factors may extend delivery times.

What if tracking shows Delivered but my customer says they did not receive it? Contact support to request a Proof of Delivery from the courier. Keep in mind that POD is not available for all couriers or service levels.

Why does tracking show Expired on an order that was delivered months ago? This is normal. Couriers stop providing updates for delivered shipments after a period of time. The Expired status means the courier is no longer reporting on this tracking number — it does not indicate a delivery problem.

Who is responsible if a courier loses my package? The courier is responsible for packages in their care. FedEx will assist with the claims process. Insurance coverage (Flosurance) provides additional protection — see Insurance for details.

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