Service Alerts

Service Impacts related to Coronavirus

UPS Service Guarantee

Effective 10 May 2021, UPS Service Guarantee (also referred to as the Money Back Guarantee) will be reinstated for domestic UPS Express Saver services in Australia*, Hong Kong SAR, Malaysia and Singapore. This follows an earlier reinstatement of the UPS Service Guarantee for international UPS Worldwide Express services from Asia Pacific where available (UPS Worldwide Express Plus^®, UPS Worldwide Express^®, UPS Worldwide Express Saver^®, UPS Worldwide Express Freight^® Midday and UPS Worldwide Express Freight^®), which was effective 5 April, 2021. The suspension of the UPS Service Guarantee, announced on 26 March 2020, remains in place for intra-Asia UPS Worldwide Expedited services.

*UPS Service Guarantee for domestic UPS Express Saver service in Australia only applies to metropolitan areas in Sydney, Melbourne, Brisbane and Perth.

 

Temporary Changes to Signature Required Packages

In the interest of employee and customer safety, consignees will temporarily not need to sign for signature required deliveries. Instead, our drivers will validate and write down the name of the consignee. When an adult signature is required by a shipper, our drivers will request to view a government-issued identification for proof of age upon delivery.

 

Shipping of International Dangerous Goods

Due to certain airline restrictions, International Dangerous Goods (IDG) shipments are temporarily suspended on a limited number of lanes to and from Africa and the Middle East. The Dangerous Goods Approved Country list has been updated to reflect these suspensions.

 

Temporary Service Adjustments

UPS’s operations will continue, with daily pickups and deliveries except where constrained by government restrictions.

 

• Vietnam

With immediate effect and until further notice, there will be limited pickup and delivery services in Ho Chi Minh City.

There will also be limited delivery services for all provinces within Southern Vietnam during this period, except for Long Hau Industrial Park and Tan Kim Industrial Park in Long An Province where delivery services will be temporarily suspended until further notice.

Please contact your local Account Executive or Customer Service Representatives for details.

 

• Japan

As part of the Japanese government efforts to contain the spread of the Coronavirus, the state of emergency status will be lifted for 2 of the 21 prefectures on 12 September 2021, while the remaining 19 prefectures will have their state of emergency status extended until 30 September 2021. UPS's pickup and delivery services are currently not impacted, and will continue to remain in operation.

 

• Deliveries to Europe

Due to containment measures implemented by European countries in an effort to stop the spread of Novel Coronavirus, parcel deliveries to some European countries may be temporarily impacted. For the latest information on service impacts in Europe, please visit here.

 

• Deliveries to Thailand – Service Delays

In light of the evolving Coronavirus situation, we have implemented additional safety protocols to ensure that we can continue to operate safely and prioritize the health and safety of our employees, customers and the communities where we live and work. Due to the enhanced safety measures, there may be temporary service delays for identified high value shipments (valued above THB 40,000) imported into Thailand.

 

• Other Countries and Territories

Services to and from the following countries and territories may be temporarily impacted: Cambodia, Brunei, Guam, Laos, Marshall Islands, Palau, Sri Lanka, Myanmar, Timor Leste, French Polynesia, American Samoa, Western Samoa, Fiji, Tonga, Tuvalu, Kiribati, Vanuatu, Bhutan, New Caledonia, Cook Islands, Papua New Guinea, Nepal, Wallis & Futuna and The Solomon Islands.

Services to and from selected countries and territories in the Indian Subcontinent, Middle East, Central Asia and Africa may be temporarily impacted. For the latest information, please visit here.

 

• Temporary Service Suspension in Selected Areas in Hong Kong SAR

Pickup and delivery services in designated testing areas as identified by the local Hong Kong government will be temporarily suspended. For more information about the designated testing areas, please refer to the local government’s website here.

 

• Temporary Suspension of Self-tendering of Shipments at Taiwan UPS Centers

As UPS implements additional safety protocols to ensure the health and safety of our employees and the communities where we live and work, with effect from 8 June 2021 and until further notice, self-tendering of shipments at Taiwan UPS Centers will be temporarily suspended for customers without a UPS account. This is to minimize interaction required for a UPS customer representative to assist in account set-up at our Centers. During this time, customers without a UPS account can visit ups.com or call the local UPS Customer Service Center to schedule for a shipment pick-up. Customers with a UPS account can continue to self-tender their shipments at Taiwan UPS Centers, and pickup services remains unaffected for customers with or without UPS account.

 

• Temporary Service Impacts in China Mainland

As UPS implements additional safety protocols to ensure the health and safety of our employees and the communities where we live and work, with immediate effect and until further notice, there will be temporary delivery and pickup service adjustments for shipments to and from the affected areas listed below. Please note that imports and exports from other areas in China Mainland remains unaffected.

The following is a list of the postal codes and areas where delivery and pickup services will be temporary suspended until further notice:

Network Adjustments within and beyond Asia Pacific

The transit time for shipments travelling to and from selected areas, countries and territories may be extended. Please see below for more information:

^Additional transit time shown here is not in addition to transit days reflected in UPS systems including Calculate Time & Cost, and other UPS shipping platforms such as WorldShip, CampusShip, UPS.com Shipping.

*Transit time extension only applies to shipments picked up on Monday, Wednesday and Saturday.

¹Transit time extension applies to shipments originating from Western Japan – Nagoya, Osaka, Kyoto, Kobe, Hiroshima, Takamatsu, Fukuoka, Okinawa

²Transit time extension only applies to shipments on UPS Worldwide Express Freight^®, UPS Worldwide Express Freight Midday^®, UPS Worldwide Express Saver^® and UPS Worldwide Expedited^® services.

³Transit time extension only applies to shipments on UPS Worldwide Expedited^® services.

⁴Includes Antigua, Anguilla, Curacao, Argentina, Aruba, Barbados, St Bartholomy, Bermuda, Bolivia, BES Islands, Brazil, Bahamas, Belize, Chile, Colombia, Costa Rica, Cuba, Country Of Curacao, Dominica, Dominican Republic, Ecuador, Grenada, French Guiana, Guadeloupe, Guatemala, Guyana, Honduras, Haiti, Jamaica, Saint Kitts and Nevis, Cayman Island, St Lucia, Martinique, Montserrat, Mexico, Nicaragua, Panama, Peru, Puerto Rico, Paraguay, Surinam, El Salvador, Saint Maarten, Turks and Caicos Islands, Trinidad and Tobago, Uruguay, St Vincent, Venezuela, British Vir Island and U.S. Virgin Island.

Additional Note:

• The transit time for global shipments to Western Australia and Tasmania may be extended
• In view of the holiday season, additional delays to shipments in selected lanes may be possible during this time.

 

 The safety of our employees, our customers and the people in the communities we proudly serve is a top priority and we will continue to work with the relevant local authorities to provide service to all areas where and when conditions permit safe access. We are closely monitoring the situation and will take the necessary steps to ensure minimal impact to service.

 For more information, please contact your local UPS customer service centre as listed on ups.com for your country/territory. Please continue to monitor ups.com and check your package tracking for the latest delivery status information.

 

 

UPS services in the South Central to Northeastern part of the U.S. may be impacted by Tropical Storm Ida. While all UPS facilities are providing collection and delivery services as conditions permit, some delays are possible.

 

We will work to ensure the safety of our employees while minimising effects on service. Contingency plans are in place to help ensure that shipments arrive at their final destinations as quickly as possible.

 

Note that the UPS Service Guarantee does not apply to shipments affected by this weather event.

 

Effective 4 September 2021 and until further notice, UPS is making the following operational adjustments for shipments scheduled for delivery to the Stratford and Norwalk areas in Connecticut, U.S.:

 

Delivery commitment time for UPS Worldwide Express Plus^® packages are extended by 90 minutes, and delivery commitment times for UPS Worldwide Express^® packages are extended to end-of-day (11.59pm on the guaranteed day of delivery). Any applicable Service Guarantee with respect to these parcels will be based on these revised delivery commitment times.

 

China

Important Updates on the Export of Medical Supplies from China   

Export of Non-Medical Masks  

Effective 26 April 2020, the General Administration of Customs of China (GAC), the Ministry of Commerce (MOFCOM), and the State Administration for Market Regulation (SAMR) introduced new requirements for the export of non-medical masks out of China.

Under the new requirements, non-medical masks cannot be exported if the Manufacturer is included in a “Black List” maintained by SAMR.

If the Manufacturer of the non-medical masks to be exported is not in the “Black List” but is included in a “White List” maintained by the China Chamber of Commerce for Import & Export of Medicines and Health Products (CCCIEMHP), the Exporter of Record needs to provide a hard-copy Joint Declaration of the Importer and Exporter stating that the non-medical masks to be exported comply with quality standards of the destination country to UPS Customs Brokerage before a shipment pick-up can be placed.

If the Manufacturer of the non-medical masks to be exported is neither in the “Black List” nor the “White List”, the Exporter of Record needs to provide a hard-copy Joint Declaration of the Importer and Exporter stating that the non-medical masks to be exported comply with Chinese quality standards (i.e.GB 2626-2019,  GB/T 32610-2016, T/GDMDMA 0005-2020, T/GDBX 025-2020, T/CTCA 7-2019, T/CTCA 1-2019, T/CNTAC 55-2020, and T/CNITA 09104-2020) to UPS Customs Brokerage before a shipment pick-up can be placed.

 

Shippers should ensure that all shipment information provided is accurate and complete for export declaration. UPS will not be responsible for delays or regulatory issues resulting from false declaration of shipments.

For more information on how medical masks and non-medical masks are defined, please refer to this advisory provided by the China Customs, or contact your Account Executive.

 

Additional Requirements for Export of Medical Supply Commodities

Effective 18 April 2020, export shipments from China containing any of the medical supply commodities listed in the table below, as well as non-medical masks, will need to be processed as Formal Entry for export customs clearance.

Further, with immediate effect, China’s Ministry of Commerce (MOFCOM), the General Administration of Customs of China (GAC), and the China National Medical Products Administration require all shippers exporting 12 categories of medical supply commodities to provide the following documentation for export customs clearance:

1. Export Medical Supplies Statement, provided by the Exporter of Record (EOR); and 

2. Medical Device Product Registration Certificate, issued by the National Medical Products Administration to the Manufacturer.

The 12 categories of medical supply commodities are:

¹Please note that a CIQ Certificate (in addition to an Export Medical Supplies Statement and a Medical Device Product Registration Certificate) is also required for export of COVID-19 test kits

 

To avoid potential delays, UPS recommends that – 

 

Shippers of commodities listed as No.1 to 5 in the table above to:

• If the Manufacturer and Exporter of Record or Shipper are the same, confirm (a) the Manufacturer of goods to be exported, and (b) the specific goods to be exported are registered in the National Medical Products Administration’s Medical Protective Suits Registry, and the Manufacturer has obtained a Medical Product Device Registry Certificate.

Note: An approved commodity in the Medical Protective Suits Registry will include (a) Product Registration Number, (b) Description of Approved Commodity, and (c) Registered Company Name.

• If the Manufacturer and Exporter of Record or Shipper are different, in addition to the above, the Manufacturer must obtain the Medical Product Device Registration Certificate, while the Exporter of Record or Shipper must provide the Export Medical Supplies Statement.

• Provide original copies of the Export Medical Supplies Statement AND Medical Device Product Registration Certificate to UPS Customs Brokerage before a shipment pick-up order can be placed.

Alternatively for commodities listed as No. 1 to 5:

• Effective 26 April 2020, these commodities can be exported if the Exporter of Record provides a hard-copy Export Declaration of Medical Supplies stating that goods are certified or registered by the quality standard of the destination country to UPS Customs Brokerage, and the Manufacturer of the exported goods is included in a ‘White List’ maintained by the China Chamber of Commerce for Import & Export of Medicines and Health Products (CCCIEMHP).

• Ensure that all shipment information and documents provided to UPS Customs Brokerage is accurate and complete for export declaration. UPS will not be responsible for delays or regulatory issues resulting from false declaration of shipments.

 

Shippers of commodities listed as No.6 to 12 in the table above to:

• Provide original copies of the Export Medical Supplies Statement AND Medical Device Product Registration Certificate to UPS Customs Brokerage before a shipment pick-up can be placed.

• Ensure that all shipment information and documents provided to UPS Customs Brokerage is accurate and complete for export declaration. UPS will not be responsible for delays or regulatory issues resulting from false declaration of shipments.

For more information, please contact your UPS account manager, or contact your local UPS Customer Service Center. For queries in China, please call 800 820 8388/400 820 8388.

For an overview of the process and documentation required for medical supplies and equipment provided above, please refer to this flow chart.

Frequently Asked Questions

1. Which of the 12 medical supply commodities require a CIQ Certificate?

COVID-19 test kits require a CIQ certificate to be presented at export clearance.

 

2. Can UPS provide or sign the Medical Device Product Registration Certificate and Export Medical Supplies Statement on behalf of Shippers for the 12 medical supply commodities? If not, who has to provide each document?

UPS cannot provide or sign the Medical Device Product Registration Certificate and/or Export Medical Supplies Statement on behalf of Shippers. The Exporter of Record or Shipper needs to provide these documents to UPS Customs Brokerage before a shipment pick-up can be placed.

 

3. I understand the Manufacturer must be approved to export some of the 12 medical supply commodities.  But the only list I have access to is in the Chinese language.  Is there also a list in English?

The list available on the National Medical Products Administration’s website is derived from business licenses registered in China’s National Enterprise Information System. Non-Chinese language customers may request its Supplier or Manufacturer to provide a Product Registration Number for the goods to be exported, and verify it against the Product Registration Number listed under the first column ‘注册证号’ in the Medical Protective Suits Registry.

 

4. What is UPS’s role as the Export Broker of these commodities?

As the Export Broker of these commodities, UPS will check that it has received the requisite documents from the Exporter of Record or Shipper before submitting a customs declaration to Customs.

 

5. What happens if the Medical Product Registration Certificate, Export Medical Supplies Statement, Export Declaration of Medical Supplies, Joint Declaration of the Importer and Exporter, and/or CIQ Certificate are not provided to UPS or are incomplete?

UPS will hold the shipment and contact the customer to obtain missing information and/or documents.

 

6. The Exporter of Record and the Manufacturer of the 12 medical supply commodities are different; what should I do?

The Exporter of Record or Shipper must obtain the Medical Product Device Registration Certificate from the Manufacturer, and provide a completed Export Medical Supplies Statement.

 

7. Where should I go to check if my Manufacturer is in the National Medical Products Administration’s Medical Protective Suits Registry?
   

For medical supply commodities of COVID-19 test kits, medical masks, medical protective suit, ventilator, and infrared thermometers, please refer to the National Medical Products Administration’s website for the latest list of approved Manufacturers: http://www.nmpa.gov.cn/WS04/CL2138/376203.html

 

8. When did these new requirements start?

The requirements to provide the Medical Device Product Registration Certificate and Export Medical Supplies Statements for COVID-19 test kits, medical masks, medical protective suits, ventilators, and infrared thermometers, were effective from 1 April 2020. Effective 10 April 2020, the requirements were expanded to apply to medical surgical hats, medical goggles, medical gloves, medical shoes covers, patient monitors, medical disinfection towels and medical disinfectants. The requirements to provide a Joint Declaration of the Importer and Exporter, and to screen the Manufacturer against the SAMR “Black List” were effective from 26 April 2020. 

9. Where can I find a copy of the Export Declaration of Medical Supplies?

The template is available from the MOFCOM website here.

   10. How do I know if my Manufacturer is included in the China Chamber of Commerce for Import & Export of Medicines & Health Products’ “White List” for non-medical masks?

Please refer to the latest list from the MOFCOM website here. 

   11. Why do I need a Joint Declaration of the Importer and Exporter for non-medical masks whether or not it is in the “White List” maintained by the CCCIEMHP for non-medical masks?

All non-medical masks for export will need to meet either (a) Chinese quality standards, or (b) standards of the destination country. The purpose of the Joint Declaration of the Importer and Exporter is to affirm that the non-medical masks to be exported comply with either Chinese quality standards or standards of the destination country. Hence, a hard-copy Joint Declaration of the Importer and Exporter is required when shipping non-medical masks.

 

   12. My non-medical needs to meet any of the Chinese quality standards. Where can I find more information about these standards?

Please reach out to China State Administration for Market Regulation (SAMR) for more information.

 

   13. How do I know if my Manufacturer is included in the China Chamber of Commerce for Import & Export of Medicines & Health Products’ “White List” for medical supplies?

Please refer to the latest list from the MOFCOM website here.  

 

   14. How can I help my Manufacturer register on the China Chamber of Commerce for Import & Export of Medicines & Health Products’ “White List” for medical supplies and non-medical masks?

Please refer to the guidance from the MOFCOM notice here. 

   15. Where can I find a copy of the Joint Declaration of the Importer and Exporter for non-medical masks?

The template is available from the MOFCOM website here. 

   16. How can I determine if my Manufacturer is on the “Black List” maintained by the State Administration for Market Regulation?

You may wish to confirm directly with SAMR if you are unsure if your Manufacturer is on the “Black List” as SAMR has yet to make the list available online. UPS will share the link to this list when it is made available by SAMR.  

   17. I understand that China Customs has provided guidance on how medical masks and non-medical masks are defined.  But the guidance is in the Chinese language.  Is there also a list in English?

The China Customs has provided an advisory in local language. UPS has provided a guidance on ‘Identifying Medical and Non-Medical Masks for China Export’, in English language.

 

 

Indonesia

 Customs Documentation Required for Importing Medical Equipment into Indonesia

With effect from 30 March, 2020, The Directorate General of Customs and Excise in Indonesia has simplified the import requirements for medical equipment as the government continues to battle the Coronavirus pandemic. Importing certain types of medical equipment such as masks will require a permit exemption recommendation from the National Disaster Mitigation Agency (BNPB). For more details please visit http://www.beacukai.gl.id/. Regular duty and tax will apply for shipments without the recommendation letter from BNPB.