Freight-Related Service Updates

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Following our update on Freightsafe Warranty in March 2026, we are pleased to advise that you can now add loss and damage cover to your shipments for up to AUD 100,000.00 for domestic shipments and AUD 50,000 for international shipments through our Freightsafe Extended Warranty program.

If you are opted IN to Freightsafe Warranty, you will continue to enjoy the peace of mind that all your shipments automatically receive a default cover of $1,000, even without adding extended warranty. You also have the option to boost your cover up to $100,000 (domestic)/$50,000 (international), by adding extended warranty if you wish.

If you are opted OUT of Freightsafe Warranty, you have the flexibility to add cover up to $100,000 (domestic)/$50,000 (international) on a per-shipment, as-needed basis.

Please ensure that you review and understand the Freightsafe terms and conditions before using it for your shipments at https://au.inxpress.com/freight-safe/.

Quick steps on adding Extended Warranty

1. In Webship, the booking process stays the same. It now includes an InXpress Warranty field where you can enter the value of coverage that you require. This will be in the Package and Carrier details as shown below:

a. For customers who are opted IN the original Freightsafe Warranty program, this field will show $1,000 by default. Do not remove this value as you will receive an error.

b. If you are opted OUT, this field will be empty by default.

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2. When entering a value into the InXpress Warranty field, include both the value of goods and the freight cost that have been quoted. This ensures that both the value of goods and freight cost are covered under the warranty liability. If freight cost is not included, you will not be covered for freight costs.

Example: If goods are worth $3,000 while freight costs $83.04 - the value you want covered should be $3,083.04

3. The system won’t allow you to enter amounts higher than $100,000 for domestic shipments and $50,000 for international shipments. You will receive an error if you enter values exceeding these limits.

4. As always, content descriptions must be descriptive of the actual contents of the shipment, as generic terms like “package” may result in the denial of claims. A hover box is located next to the new InXpress Warranty field to remind you of this. 

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5. Webship will quote based on what is entered in the warranty field.

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If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

Just a quick quarterly reminder that InXpress carriers only accept disputes and credit requests within 30 days from the invoice date.

For example, if a shipment was invoiced on 15/03/2022, the latest date to submit a credit request would be 13/04/2022. After this timeframe, carriers are unfortunately unable to process any disputes.

The 30-day period will facilitate smooth investigation process, particularly when carriers need to conduct driver recall interviews or review CCTV footages to validate credit requests, as this information is not always available after an extended period.

We recommend reviewing your invoices within the 30-day period from invoice date to make sure any required credit requests can be lodged successfully.

If you have any questions or need a hand reviewing your shipments, feel free to reach out — we’re always happy to help.

Thank you.

We want to make sure you are aware of an upcoming change that may affect your shipments to the U.S. Effective July 8, 2026, eFiling will be mandatory for imported products regulated by the U.S. Consumer Product Safety Commission (CPSC). 

Importers of CPSC regulated products will be required to provide all data elements necessary for the customs broker to complete the CPSC Participating Government Agency (PGA) message set at the time of entry into the US. The full CPSC PGA message set will require importers to provide additional data elements for each product imported. To streamline the process, importers may pre-file information about the product in CPSC's Product Registry allowing the broker to transmit an abbreviated CPSC message set.

Recent reports indicate that completion of the CPSC Product Registry process may take some time, so importers who are interested are encouraged to begin the process as soon as possible to avoid potential clearance delays. Start the CPSC Product Registry process here now.

We will share more information regarding implementation details as it becomes available to help you stay informed and support you along your shipping journey with FedEx.

To assist you in understanding the commodities that are regulated under the CPSC requirements.

Please see attached, sourced from the link shared in the article CPSC's Product Registry and see CPSC Guidance and HTS List for the Electronic Filing (eFiling) of Certificates of Compliance.

Additional eFiling Resources

Read all applicable documentation and resources in the 

Document Library

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

Effective April 19, 2026, and subject to change at UPS’s discretion, a Surge Emergency Fee (previously referred to as the Surge Fee) will apply to all import and export shipments1 between selected origin and destination pairs. Please refer to https://www.ups.com/au/en/support/shipping-support/shipping-costs-ratesfor the latest updates on the Surge Emergency Fee.

This fee will be subject to applicable fuel surcharge and calculated based on the billable weight of each shipment.

The Surge Emergency Fee is a temporary pricing measure introduced to support ongoing operational adjustments required to maintain service continuity and reliability in response to evolving market conditions.

Please note that Surge Emergency Fees are subject to change. Shippers are encouraged to regularly visit https://www.ups.com/au/en/support/shipping-support/shipping-costs-ratesfor the latest Surge Emergency Fee rates prior to tendering shipments.

We appreciate your understanding and thank you for your continued trust in UPS.

This notice does not modify or replace the UPS Terms and Conditions of Service, which continue to apply.

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

Please see the below update from DHL regarding the Carnet handling process.  

Our carriers have advised that they are reducing the credit request lodgement window from 60 days to 30 days from invoice date.

Carriers are unable to continue honouring a 60-day dispute window. Unfortunately, this timeframe is creating challenges with their investigation process, particularly when they need to conduct driver recall interviews or review CCTV footage to validate credit requests, as this information is not always available after such an extended period.

Please note that the 30-day claim window will apply immediately for domestic and international shipments and we will need to adhere to this moving forward.  

While standard Terms and Conditions of carriers stipulate a 14-day notification period, they have agreed to 30 days in support of InXpress.

We request that you continue to submit any credit disputes with evidence at your earliest convenience. 

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

Please see the below update from DHL regarding the Carnet handling process.  

Hi all,

As a Carnet is an international customs document that permits tax & duty-free temporary export/imports of non-perishable goods, please note the following.

DHL must be informed prior to hand over to ensure the Carnet is declared to customs at the origin & destination.

Without prior notice, taxes may apply at the border & in AU.

Using Carnets is a very manual process that leaves DHL exposed to negative outcomes without pre-alerts.

Please abide by the following if aiming to use Carnets.

An individual pre-alert needs to be sent to auedn@dhl.com with Cc to your KAD exec &&nbsp;Chris Hills (DHL AU) <Chris.Hills@dhl.com>

The subject & body of the mail should indicate the waybill # & confirm that a “CARNET” will be used.

The mail attachments should include the Carnet, waybill & invoice.

Do not hand over to DHL until a response is received from the auedn@dhl.com confirming that an export declaration & Carnet has been processed.

Shipments being moved under Carnets could take ~6 additional days above the standard estimated day of delivery.

The above is due to the import and export clearance processors involved.

If any step of the Carnet process is missed, then the Carnet becomes invalid and cannot be used any further.

DHL rely on customer pre-alerts to do due diligence.

When DHL are not informed prior to hand over, we are unaware of the Carnet hence taxes may apply.

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

 InXpress is currently updating all carrier fuel adjustments in the system as soon as we are made aware of any increases. This task was previously completed weekly as part of our standard fuel checks, however due to the current volatility, the InXpress team has been conducting checks every couple of days across all carriers. This includes monitoring carrier websites for updates as well as reviewing any notifications received directly from the carriers.

We've received the below advice from DHL today.

We’d like to inform you of an upcoming update to how our fuel surcharge is applied.

From 13 April 2026, DHL Express will move to weekly fuel surcharge updates, instead of the current schedule.

This change reflects ongoing volatility in global fuel markets and allows us to provide more accurate and transparent pricing.

What this means for you:

• The frequency of updates will change to weekly
• The calculation method remains the same, based on the 20-day rolling average of the US Gulf Coast (USGC) fuel index
• No changes to how the surcharge is applied, only how often it is updated.
• Our goal is to ensure pricing remains reflective of current market conditions, while helping you manage your shipping costs with greater clarity.

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

 Due to current circumstances, some carriers have adjusted how often they will be updating their Fuel Levy for the foreseeable future. We will continue to monitor this situation across all of our carriers and provide updates as we receive them. 

Please see the below timeframes for Fuel Levy updates: 

Monthly - 

• Startrack
• Aramex
• Cope Transport
• CTI Regional
• Local Freight
• New Zealand Post
• Sadliers
• Tas Freight

Fortnightly - 

• TNT Domestic (Previously Monthly)
• PBT

Weekly - 

• FedEx 
• UPS
• DHL (Previously Monthly)
• Capital Transport (Previously Monthly)
• CRL (Previously Monthly)
• CTI Interstate (Previously Monthly)
• Direct Couriers (Previously Monthly)
• Followmont (Previously Monthly)
• Hi-Trans (Previously Monthly)
• Northline (Previously Monthly)
• Post Haste (Previously Monthly)
• TFM (Previously Monthly)
• Vision Freight (Previously Monthly)

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

This is a reminder that all International packages travelling with FedEx that meet any of the following criteria will incur Additional Handling Surcharge.

Dimension*

1. Measures greater than 121 cm along its longest side;
2. Measures greater than 76 cm along its second-longest side; or,
3. Measures greater than 266 cm in length and girth (L+2W+2H)

Weight*

1. Has actual weight greater than 31 kg.

* Dimension and Weight criteria can be detected by Webship and quotes are automatically added with Additional Handling Fees where applicable

Packaging**

1. Is not fully encased in an outer shipping container;
2. Is encased in an outer shipping container not made of corrugated fibreboard (cardboard) materials, including but not limited to metal, wood, canvas, leather, hard plastic, soft plastic, or expanded polystyrene foam (e.g., Styrofoam);
3. Is encased in an outer shipping container covered in shrink wrap or stretch wrap;
4. Is round or cylindrical, including (without limitation) mailing tubes, cans, buckers, barrels, tires, drums, or pails;
5. Is bound with metal, plastic, or cloth branding, or has wheels, casters, handles, or straps (e.g., a bicycle) including packages where the outer surface area is loosely wrapped, or where the contents protrude outside the surface area); or,
6. Could become entangled or cause damage to other packages or the FedEx sortation system.

** Packaging criteria, as they relate to physical qualities of the package won’t be detected by Webship automatically, unless the “Non Stackable Package/Pallet” checkbox is ticked. When the checkbox is ticked, the appropriate Additional Handling Surcharge will be added to the quote.

FedEx reserves the right to assess additional handling charges for packages that require special handling or that require FedEx to apply additional packaging during transit.

If a package is eligible for 2 or all 3 Additional Handling Surcharges, only 1 with greater charge will apply.

Package shape and dimensions may change during transit, which can affect the package’s surcharge eligibility. If the dimensions change during transit, FedEx may make appropriate adjustments to the shipment charges at any time.

Freight

A surcharge applies to any freight handling unit that measures greater than 157 cm along its longest side. FedEx reserves the right to assess additional handling charges for freight and any freight handling unit that requires special handling during transit.

Oversize Charge

An oversize charge applies to a package that exceed 243 cm in longest length or 330 centimetres in longest length and girth (L+2W+2H). Package shape and dimensions may change during transit, which can affect the package’s surcharge eligibility. If the dimensions change during transit, FedEx may take appropriate adjustments to the shipment charges at any time.

Non-Stackable Surcharge

A surcharge applies to any freight handling unit that is non-stackable, which means the piece, skids, or pallet cannot be stacked vertically in a safe and secure manner. Examples include, but are not limited to, non-stackable freight handling units that:

1. Do not have a flat and stable top or base;
2. May be damaged if another piece is loaded on them; or,
3. Have flat and stable loading surfaces but are too narrow to safely and securely support other freight handling units (e.g. 1-2 barrels or drums)

** Non-Stackable criteria, as they relate to physical qualities of the package won’t be detected by Webship automatically, unless the “Non Stackable Package/Pallet” checkbox is ticked. When the checkbox is ticked, the appropriate Additional Handling Surcharge will be added to the quote.

For a comprehensive listing of FedEx surcharges, please visit FedEx Australia’s surcharge page via the link below:

https://www.fedex.com/en-au/shipping/surcharges/other-surcharges.html

Should you require clarifications on this, do not hesitate to reach out to your Freight Consultant or Account Manager for further guidance. Thank you.

Due to ongoing volatility in fuel prices, both TNT Express and StarTrack have announced updates to their respective fuel surcharge structures. These adjustments ensure that surcharges accurately reflect current fuel-related costs across their networks.

TNT Express – Domestic Fuel Surcharge Update
FedEx applies a fuel surcharge to all domestic shipments as a transparent mechanism to reflect changes in fuel-related costs. These include diesel price movements, fuel costs from transport suppliers, and jet fuel-related charges from airline providers.

Change to Calculation:
Effective 29 March 2026, the domestic fuel surcharge will be updated on a fortnightly basis. This change has been introduced in response to significant fuel price fluctuations and ensures the surcharge more accurately reflects current market conditions.

The fuel surcharge is reviewed regularly and is based on changes in fuel-related cost factors across overall operating expenses.

Domestic Fuel Surcharge Rates:

• 29 March 2026 – 11 April 2026: 38.1%
• 1 March 2026 – 28 March 2026: 22.4%
  

Future surcharge rates will be published in advance of each fortnightly period to provide visibility ahead of any changes.

StarTrack – Fuel Surcharge Increase
Please be advised of the following regarding a fuel surcharge increase due to continued volatility in fuel prices and to ensure rates are aligned with the latest data.

• Effective Date: 23 April 2026
• Increase: 7.2%

The next fuel surcharge update will be advised on 1 May 2026, with an effective date of 1 June 2026.

Updated Rates:

• StarTrack Express and StarTrack Premium: increasing from 15.5% to 22.7%

For the latest fuel surcharge percentages, please visit:

• https://startrack.com.au/pricing-updates

Please refer to the attached advice on our website provided by TNT Express for full details.

If you have any questions, please reach out to your dedicated freight consultant or account manager.

Thank you.

 This is a quick advisory regarding a minor update affecting customers who have opted in to the Freightsafe Warranty, which provides limited cover of up to $1,000.

Please disregard this message if you have opted out of Freightsafe Warranty.

What’s changing:
Freightsafe Warranty will now be applied only to the total freight cost on the Ship page, and no longer on the Quick Quote page.

This update has been implemented in preparation for a new, more flexible warranty program launching in April 2026. This upcoming feature will allow you to cover your goods beyond $1,000, up to $100,000.

If you have any questions, please reach out to your dedicated freight consultant or account manager.

 Please see the below update from Northline regarding major service impacts in Kathrine, NT. 

Due to major flooding events in the Katherine region, our Katherine depot is closed to ensure our team's safety and will reopen once operations can resume. 

With many roads closed and not expected to reopen until early next week, pick-ups and deliveries in the Katherine area will be postponed until water levels subside (subject to further weather conditions). 

 As always, Northline’s National Customer Service team is available to answer enquiries on 1300 722 534. 

Alternatively, to track the status of your freight, visit the Connect Portal or Track App. 

To our local customers and workers, please keep safe when venturing outside.

If you have any questions or need assistance, please don't hesitate to reach out to your dedicated freight consultant. 

We would like to provide an update regarding service impacts in North Queensland due to ongoing severe weather and flooding. 

The Flinders Highway west of Townsville remains closed in multiple locations, resulting in approximately three days of backlogged agent freight currently held at the Townsville station. 

Affected delivery areas include Mt Isa, Cloncurry, Julia Creek, Richmond, Hughenden, and surrounding regions. A bad weather scan status is being applied daily to impacted consignments. 

Last night’s Mt Isa linehaul movement was able to proceed; however, the highway has since closed again due to further flooding. We are monitoring conditions closely to determine whether tonight’s departure can proceed. In addition, the Bruce Highway is currently closed at Proserpine. 

Depending on reopening times, there may be flow-on effects to scheduled Cairns and Townsville services for tomorrow. 

Weather forecasts indicate continued rainfall for the remainder of the week. We will continue to monitor the situation and provide further updates as more information becomes available. 

Thank you for your patience and understanding while we work to minimise disruption and resume normal service as soon as conditions allow. 

If you have any questions or need assistance, please don't hesitate to reach out to your dedicated freight consultant. 

Please see the important update below from FedEx.

Please be advised of temporary adjustments to services from APAC origins to MEISA and EU destinations, effective immediately. These changes are due to ongoing operational conditions and may be updated as the situation evolves. 

Key Service Impacts: 

• APAC → MEISA (Afghanistan, Bahrain, Bangladesh, Bhutan, Iraq, Israel, Jordan, Kuwait, Lebanon, Nepal, Oman, Pakistan, Qatar, Saudi Arabia, Sri Lanka, Syria, UAE & Yemen): 
  • IP shipments containing ITAR, DG, or Restricted Commodities: Temporarily suspended until further notice. 
  • IP shipments not containing ITAR, DG, or Restricted Commodities: +1–7 days transit time, subject to further updates. 
  • IPD**, IPF**, IE, IED, IEF, FDF & FICP shipments: Temporarily suspended until further notice. 
• APAC → Selected India Cities:* 
  • All shipments: +1–7 days transit time, subject to further updates. 
• APAC → Africa: 
  • All shipments: +1–7 days transit time, subject to further updates. 
• APAC → Europe (excluding Israel): 
  • All shipments: +1 day transit time, subject to further updates through 9 March 2026. 

We appreciate your understanding and patience during this period. 

If you have any questions or need assistance, please don't hesitate to reach out to your dedicated freight consultant. 

 Please see the below advice received from FedEx. 

• On February 28, 2026, the United States and Israel conducted military strikes on targets in Iran. 
• Iran has since carried out retaliatory actions against Israeli and U.S.-associated targets in the region. 
• This escalation involves all three countries, and officials have publicly acknowledged the events. 
• The situation remains active, with ongoing diplomatic discussions. 

As a result of recent airspace closures throughout the Middle East, flights to and from the following countries have been suspended: Bahrain, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, United Arab Emirates (UAE), and Saudi Arabia. 

Due to these restrictions, pickup and delivery services in Bahrain, Kuwait, Iraq, Qatar, and the UAE have been temporarily suspended until further notice. Shipments to and from other countries in the region may experience extended transit times. 

Spot quotes are currently unavailable for the following countries, and rates will not appear in Last-Minute Rates. Quote Platform agents will also be unable to book shipments: Bahrain, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Syria, UAE, Yemen, India, Pakistan, Bangladesh, Sri Lanka, Nepal, Bhutan, Maldives, Afghanistan. 

Service Impact FAQs 

Are flights operational to and from the Middle East? 

Flights to and from Bahrain, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, UAE, and Saudi Arabia are currently suspended. Shipments to and from these countries may experience extended transit times. 

When will services return to normal? 

We are closely monitoring the situation and will resume normal operations as soon as it is safe. Please expect extended transit times in the meantime.

Are FedEx services into the Middle East suspended? 

FedEx services remain operational. However, shipments originating from Europe or other global locations to affected countries may experience delays due to suspended flights. 

How can customers check the latest package status? 

Visit fedex.com for real-time tracking updates. 

We appreciate your patience and understanding during this developing situation and are committed to keeping you informed. 

If you have any questions or need assistance, please don't hesitate to reach out to your dedicated freight consultant.

Good news! 

We’re excited to share a quick heads up—we’ll soon be launching the new Webship+ version.

What’s new? 

• Webship+ will feature a consolidated view of all carriers in one platform, making shipping faster, simpler, and more convenient for you. 
• No more switching between carriers—everything you need will be easier to access and manage. 

This update is designed to help make your shipping experience smoother and more efficient. 

Stay tuned for more details—we’ll be sharing more information very soon!

If you have any questions or need assistance, please don't hesitate to reach out to your dedicated freight consultant.

Re-sharing with you this quick reminder that Road Express and Overnight Services with carriers like TNT, DHL and Startrack are 9am – 5pm, Mondays thru Fridays services.

Unfortunately, providing instructions in bookings on these services to deliver a shipment at a specific time or day will not be guaranteed.

If you need a delivery at a specific date or time, you will need to use special services like timeslot booking, next-flight, or same-day services. Please reach out to your dedicated Freight Consultant and Account Manager to discuss your options.

Frequently Asked Questions (FAQ)

1. My special instructions in my booking and label say that my shipment:

• Should not be delivered on certain days during a work week
• Should be delivered at a specific time that is within 9am-5pm, Mondays thru Fridays
• Should be delivered before 9am or after 5pm
• Should be delivered on weekends

Will the carrier follow the instructions? 

NO – Road Express and Overnight services are 9am-5pm, Mondays thru Fridays services and special instructions in bookings and labels are used by drivers when they are already at the delivery site and not for the staff and the depot to set your shipment aside for delivery at a specific date or time.

2. What happens if the driver delivers my Road Express / Overnight shipment outside my preferred date or time and my receiver is away? 

Will I get charged failed delivery fees?

YES – You will get charged failed delivery fees if your shipment was delivered outside your preferred delivery date or time, provided it was done between 9am-5pm, Mondays thru Fridays. It is lawful for the carrier to charge this fee.

3. Can I dispute the failed delivery fee that was charged to me by the carrier? 

NO, IF the shipment was attempted delivery within 9am-5pm, Mondays thru Fridays, within estimated transit times or Estimated Time of Arrival (ETA), but the delivery site was closed/unattended.

YES, IF the shipment was attempted delivery within 9am-5pm, Mondays through Fridays and the delivery site was open/attended.
YES, IF the shipment was attempted delivery before 9am or after 5pm.

Should you require clarifications on this, do not hesitate to reach out to your Freight Consultant or Account Manager for further guidance. Thank you.

For many years, TNT and Startrack have been charging Manual Handling Fees to parcels that cannot freely move through conveyor systems. 

IN THE INTEREST OF SAFETY of depot staff, sorting equipment, and other shipments, such parcels are manually handled in depots. Here’s a quick guide on Manual Handling Fees.

Common QUALITATIVE Reasons 

1. Shipments that are not in a rectangular cardboard carton boxes with even sides – such as plastic bags, envelopes, sacks, drums, cylinders, uneven sided cartons, plastic cartons, cartons wrapped in plastic, cartons wrapped in tape, cartons with straps – anything that could stick on conveyor systems and cause damage to other shipments and to the conveyor system itself.
   • TNT and Startrack air freight services do not charge manual handling fees to shipments in standard satchels 

1. Shipments with fragile, delicate, ‘this side up’, ‘handle with care’ stickers – depot staff wouldn’t want to damage your goods. If they see these stickers, they wouldn’t let your shipment travel on conveyor systems fearing that they tumble and break, and will manually handle them instead.
2. Shipments without fragile markings but contain fragile goods like glassware – based on declared description of goods, depot staff will not allow fragile goods on conveyor systems and manually handle them to avoid possible breakage.
   • Overused and damaged cardboard cartons that are too delicate for conveyor systems will also be manually handled by depot staff 

1. Shipments that contain liquid, nails, magnets or any dangerous / hazardous substances – such goods may leak or spill then damage conveyor systems, other shipments and risk health and safety of depot staff.

Common QUANTITATIVE Reasons 

1. Exceeding TNT weight and dimensions thresholds
   • Minimum dimensions of 20cm x 10cm x 1.5cm 
   • Maximum dimensions of 120cmx x 60cm x 80cm 
   • Maximum diagonal length 120cm 
   • Minimum dead weight of 0.25kg 
   • Maximum dead weight of 30kg

1. Exceeding Startrack weight and dimensions thresholds
   • Cartons on Road Express 
     • Minimum dimensions of 5cm
     • Maximum dead weight of 20kg 
     • Maximum dimensions of 117cm x 60cm x 60cm 
   • Pallets on Road Express
     • Maximum dimensions of 117cm x 117cm x 179cm 
   • Fixed Price Premium / Premium Air Freight 
     • Maximum dimensions of 100cm x 60cm x 60cm 
     • Maximum deal weight of 22kg

How do I ensure that Manual Handling Fees are reflected in my quotes in Webship?

Manual Handling Fees are automatically added to your quotes as you enter your shipment’s dimensions and weights in Webship. Never under-declare your measurements because carriers reweigh and remeasure your goods twice at both origin and destination depots and use those measurements to bill you. You will not save money by under-declaring measurements…not at all!

On the other hand, even if your shipment is within carrier thresholds but your shipment possess Manual Handling qualities, tick the “Manual Handling Fees” checkbox in Webship and enter the number of items that applies. Manual Handling Fees are charged by item, so make sure that you accurately declare this.

This is a special feature that is only available to Australian Webship users.

Can I dispute Manual Handling Fees?

Yes. If you think that you got wrongly charged by the carrier with Manual Handling Fees, please provide the following supporting evidence to your Dedicated Freight Consultant, which the carrier will require prior processing.

• Photos of weight, length, width and height are required 
• Each photo will need to show 3 sides of the full body of the package to prove that it did not have any fragile stickers 
• Photos must clearly show readings at the front with the end of the tape measure at the opposite end of the dimension in one frame 
• It is okay to send photos of a replica with the same measurements and qualities of the original package

My non-fragile shipment in a cardboard carton is within size thresholds but still incurred Manual Handling Fees, why?

Your carton may be within thresholds…when it is empty. Avoid overfilling your cartons to a point that parts of it bulge. Carriers, using RFID measuring equipment, measure the longest length, longest width, and longest height of parcels, and when a carton bulges, the bulging part becomes the basis of reading. 

Avoid flaps on cartons’ edges as well by neatly packing and taping your parcels. Flaps would also unnecessarily increase your dimensions and RFID measuring equipment will capture them.

I sent unsortable items before, but did not have to pay Manual Handling Fees, why?

Manual Handling Fees due to the qualities of a shipment are lodged by depot staff manually; inspection is purely ocular. TNT and Startrack process thousands of shipments a day and depot staff may not capture every single shipment that warrants the fee.

Should you require clarifications on this, do not hesitate to reach out to your Freight Consultant or Account Manager for further guidance. Thank you.

 Please see the below update from UPS regarding Import Duty Applied to All Import Shipments in Thailand.

Dear all, 

Effective immediately, import duty applies to all imported goods entering Thailand, including low-value goods, delivered through postal or courier services. Low-value goods are defined as those valued between THB 1 and THB 1,500 per package. 

Under previous regulations, imported goods valued below THB 1,500 (de minimis) were exempt from import duty. However, effective January 1, 2026, the Thai Customs Department began charging import duty on goods valued from THB 1 to THB 1,500 per package. For more information, please refer to this link.

To expedite customs clearance, UPS may advance duty and taxes on a customer’s behalf, but a Disbursement Fee will apply. The Disbursement Fee for importation into Thailand will be THB251 per shipment for low value clearance only. 

Please note that we have updated the Cross-Border Shipping pages accordingly for Thailand and other APAC markets: 

• On UPS.com/TH’s Cross-Border Shipping page.

If you have any questions or need assistance, please don't hesitate to reach out to your dedicated freight consultant. 

It may have been a while since we shared information about Freightsafe and FreightInsure. 

Just to give a quick recap, FreightSafe Warranty is a limited 3rd-party program that covers goods up to $1,000 without excess. On the other hand, FreightInsure Insurance is an extensive insurance option that covers up to $50,000 in damages. 

What is FreightSafe?
FreightSafe is a limited third-party warranty program that provides automatic protection for your shipments booked through InXpress. Once enabled in your account, it covers goods up to $1,000 of their wholesale value without excess, offering peace of mind for both domestic and international deliveries at a low fixed cost per shipment. It’s designed for everyday shipping needs, giving you quick and simple coverage without the hassle of manual setup.

What is FreightInsure?

FreightInsure is an extensive, on-demand insurance option for shipments booked with InXpress, offering coverage of up to $50,000 and protection for fragile goods like glass products. It can be added after booking through Webship or directly via the FreightInsure portal, making it a flexible solution for high-value or sensitive shipments that need greater protection than standard warranty coverage.

Here are the key features of both cover options:

Features FreightSafe    FreightInsure  Opt-In Required  

Yes (upon request during account setup)

No (ad-hoc per shipment)

Type

Automatic warranty upon opt-in 

Optional insurance 

Ideal For

Everyday shipments 

High-value or fragile shipments

Coverage Limit 

Domestic shipment - $2.90 + GST, International shipments, $6.00 all-in Based on declared value & nature of goods" 

Cost   Up to $1,000  Up to $50,000

Covers Fragile Goods

Both FreightInsure and FreightSafe provide valuable protection for your shipments with InXpress. Here’s a detailed overview of each coverage.

FreightSafe FAQs

Have you opted in?

You would have been asked at the time you signed-up with InXpress if you wish this switched on or off. If unsure and you wish this enabled in your account, contact your Account Manager or Freight Consultant immediately.

How do you get covered?

When switched-on, all shipments automatically gets covered by FreightSafe. No manual steps required.

How much do I get covered?

Up to $1,000 of the wholesale cost of the goods, not the retail cost.

How much does it cost?

It costs $2.90 + GST for domestic and $6.00 (GST-free) for international shipments per shipment.

What does it cover?

If opted in, it covers every single shipment*** that you ship through InXpress Webship, Webship Freight, Machship, StarShipIT, Shopify & other pre-approved eCommerce & integration platforms with your Freight Consultant.

How do I get cover for shipments booked with carriers not setup in above platforms?

Add cover through FreightInsure via https://freightinsure.com/inxpress/, contact your Account Manager or Freight Consultant anytime if you wish to know more. 

***Are there any exclusions?

Yes, there are exclusions, Goods such as currency, negotiable instruments, jewellery, gemstones, wrought or unwrought metals, antiques, works of art, securities, drugs, weapons, living animals or plants, refrigerated goods, used/second hand goods, cigarettes, tobacco and tobacco products, valuable documents, glass or glass related products are not covered.

Goods Left with Authority at delivery are excluded; also called Authority to Leave (ATL) delivery.

How early should I report damages?

Send email/written notice to your Freight Consultant

• Within 2 business days from time of goods receipt, if Proof of Delivery (POD) is signed ‘in good condition’, otherwise, warranty is voided
• Within 14 business days from time of goods receipt, if POD is signed ‘damaged’ whereas packaging shows apparent damage, otherwise, warranty is voided

How do I submit a claim?

Click on this link on steps to file Freightsafe Warranty claims. Evidence during submission will be required.

Full Terms and Conditions

https://au.inxpress.com/au-warranty-terms-and-conditions/

FreightInsure FAQs

Do you need to opt-in?

No, you do not need to opt-in. Cover via FreightInsure can be availed on an ad hoc basis on shipments booked with InXpress.

How do you get covered?

Insurance cover must be added straight after a shipment is booked with any InXpress partner carrier. There are 2 ways:

1. After booking in Webship – Click on this link on steps to quote & book FreightInsure Insurance cover
2. Via Freight Insure link – https://freightinsure.com/inxpress/
3. 
   

How much do I get covered?

It’s up to you. In the process of booking a cover, you will be asked for the total wholesale cost of the goods, (not the retail cost) that you wish to be covered.

***Should the carrier that facilitated the delivery is unable to refund you the freight cost for the lost/damaged goods, FreightInsure will also provide up to $250 cover for the freight cost spent.

How much does it cost?

The cost of cover will depend on the nature and cost of the goods that you will declare.

What happens with my Freightsafe Warranty if it’s enabled in my account?

The warranty will still apply should you need to file a claim. When booking FreightInsure, make sure to deduct $1,000 from the declared total wholesale cost of the goods. You can use both Freightsafe and FreightInsure hand-in-hand.

What does it cover?

Unlike Freightsafe, FreightInsure covers Fragile Goods like Glass Products. For more info on inclusions, the Product Disclosure Statement (PDS) and Financial Services Guide (FSG) can be accessed via this link – PDS and FSG

Are there any exclusions?

Yes, there are exclusions, goods such as currency, negotiable instruments, antiques, work of art, drugs, weapons, living animals or plants, cigarettes, tobacco and tobacco related products, valuable documents, personal effects or items of sentimental significance, irreplaceable items.

Goods Left with Authority at delivery are excluded; also called Authority to Leave (ATL) delivery.

For more info on exclusions, the Product Disclosure Statement (PDS) and Financial Services Guide (FSG) can be accessed via this link – PDS and FSG

How early should I report damages?

Send email/written notice to your Freight Consultant

• Within 1 day from time of goods receipt, if Proof of Delivery (POD) is signed ‘in good condition’, otherwise, warranty is voided
• Within 7 days from time of goods receipt, if POD is signed ‘damaged’ whereas packaging shows apparent damage, otherwise, warranty is voided

How do I submit a claim?

Via this link – Claim Form. Evidence during submission will be required.

Full Terms and Conditions

PDS and FSG

Quick reference guides:

• Freightsafe Warranty - filing a claim
• FreightInsure Insurance - booking a cover

Should you require clarifications on this, do not hesitate to reach out to your Freight Consultant or Account Manager for further guidance. Thank you.

 Please see the below update from DHL regarding the EU/National handling fee. 

If you have any questions or need assistance, please don’t hesitate to reschedule out to your dedicated freight consultant.

 This is a reminder that all International packages travelling with FedEx that meet any of the following criteria will incur Additional Handling Surcharge.

Dimension*

1. Measures greater than 121 cm along its longest side;
2. Measures greater than 76 cm along its second-longest side; or,
3. Measures greater than 266 cm in length and girth (L+2W+2H)

Weight*

1. Has actual weight greater than 31 kg.

* Dimension and Weight criteria can be detected by Webship and quotes are automatically added with Additional Handling Fees where applicable

Packaging**

1. Is not fully encased in an outer shipping container;
2. Is encased in an outer shipping container not made of corrugated fibreboard (cardboard) materials, including but not limited to metal, wood, canvas, leather, hard plastic, soft plastic, or expanded polystyrene foam (e.g., Styrofoam);
3. Is encased in an outer shipping container covered in shrink wrap or stretch wrap;
4. Is round or cylindrical, including (without limitation) mailing tubes, cans, buckers, barrels, tires, drums, or pails;
5. Is bound with metal, plastic, or cloth branding, or has wheels, casters, handles, or straps (e.g., a bicycle) including packages where the outer surface area is loosely wrapped, or where the contents protrude outside the surface area); or,
6. Could become entangled or cause damage to other packages or the FedEx sortation system.

** Packaging criteria, as they relate to physical qualities of the package won’t be detected by Webship automatically, unless the “Non Stackable Package/Pallet” checkbox is ticked. When the checkbox is ticked, the appropriate Additional Handling Surcharge will be added to the quote.

FedEx reserves the right to assess additional handling charges for packages that require special handling or that require FedEx to apply additional packaging during transit.

If a package is eligible for 2 or all 3 Additional Handling Surcharges, only 1 with greater charge will apply.

Package shape and dimensions may change during transit, which can affect the package’s surcharge eligibility. If the dimensions change during transit, FedEx may make appropriate adjustments to the shipment charges at any time.

Freight

A surcharge applies to any freight handling unit that measures greater than 157 cm along its longest side. FedEx reserves the right to assess additional handling charges for freight and any freight handling unit that requires special handling during transit.

Oversize Charge

An oversize charge applies to a package that exceed 243 cm in longest length or 330 centimetres in longest length and girth (L+2W+2H).

Package shape and dimensions may change during transit, which can affect the package’s surcharge eligibility. If the dimensions change during transit, FedEx may take appropriate adjustments to the shipment charges at any time.

Non-Stackable Surcharge

A surcharge applies to any freight handling unit that is non-stackable, which means the piece, skids, or pallet cannot be stacked vertically in a safe and secure manner. Examples include, but are not limited to, non-stackable freight handling units that:

1. Do not have a flat and stable top or base;
2. May be damaged if another piece is loaded on them; or,
3. Have flat and stable loading surfaces but are too narrow to safely and securely support other freight handling units (e.g. 1-2 barrels or drums)

** Non-Stackable criteria, as they relate to physical qualities of the package won’t be detected by Webship automatically, unless the “Non Stackable Package/Pallet” checkbox is ticked. When the checkbox is ticked, the appropriate Additional Handling Surcharge will be added to the quote.

For a comprehensive listing of FedEx surcharges, please visit FedEx Australia’s surcharge page via the link below:

https://www.fedex.com/en-au/shipping/surcharges/other-surcharges.html

Should you require clarifications on this, do not hesitate to reach out to your Freight Consultant or Account Manager for further guidance. Thank you.

InXpress Collins St will be operating through the upcoming holiday period with the exception of the following public holidays:

• 25 December – Christmas Day
• 26 December – Boxing Day
• 1 January – New Year’s Day

We sincerely appreciate your business this year and we look forward to working more with you next year.

Merry Christmas and a blessed New Year from the InXpress Collins St team!