📦 Shipping FAQ

🚚 Shipping Methods

1. 📏 What is volumetric weight? Why might a 3kg package be charged as 6kg?

• Volumetric weight is a method used by shipping companies to calculate package charges
• Formula: Volumetric Weight = Length × Width × Height ÷ Volumetric Factor (usually 5000, may vary by company)
• Shipping companies charge based on the greater of actual weight or volumetric weight

Example:

A package measuring 50cm×40cm×30cm with actual weight of 3kg

• Volumetric weight = 50×40×30÷5000 = 12kg
• Since volumetric weight (12kg) is greater than actual weight (3kg), it will be charged as 12kg

Common in cases of:

• Light but bulky items (shoes, toys, etc.)

💡 How to reduce volumetric weight:

• Choose appropriate box sizes, avoid over-packaging
• Compress item volume (for clothes, toys, etc.)
• Optimize space when combining multiple small items
• Consider separate shipments instead of combining

3. 💰 How are shipping costs calculated?

Based on package weight:

• Actual weight: The physical weight of the package
• Volumetric weight: Length × Width × Height ÷ Volumetric factor
• Chargeable weight: The greater of actual and volumetric weight
• First weight and additional weight rates may differ

Based on package volume:

• Large volume packages may incur additional charges
• Special-shaped packages may require special handling
• Oversized packages may have extra fees
• Certain dimensions may require special shipping methods

Consider destination distance:

• Greater distances mean higher costs
• Remote areas may have additional fees

Consider special handling requirements:

• Insurance fees: Based on declared value
• Express fees: For faster delivery
• Special packaging: For fragile items, liquids, etc.
• Customs clearance: May be needed for complex items
• Special declaration: May be required for certain items

🔍 Package Tracking

4. 📱 How to track packages?

Via tracking number:

• Enter tracking number on carrier's website
• Use third-party tracking websites
• Check through carrier's APP
• Some carriers offer SMS notifications

Check order status in user center:

• Login to account and go to orders page
• Click order to view detailed logistics info
• Check package current location and status
• System automatically updates latest logistics status

Check email notifications:

• Important updates sent via email
• Package status change notifications
• Customs and delivery notifications
• All important updates notified via email

Contact customer service:

• Provide order and tracking numbers
• Describe specific issues or needs
• Get latest logistics information
• CS can provide more detailed logistics info

Monitor logistics updates:

• Check status regularly
• Watch for abnormal notifications
• Handle customs issues promptly
• Contact CS if issues arise

5. ⏱️ How often are package statuses updated?

• Packages in transit usually have no updates for 5-7 days during transfer
• Updates begin once local carrier receives the package
• Takes 1-3 days to reach local delivery station after local carrier pickup
• Regular updates after reaching local station, delivery takes 3-5 days depending on courier speed

📝 Package Handling

6. 🏢 What happens when packages arrive at the warehouse?

Quality inspection ✅:

• Appearance check
• Quantity verification
• Damage inspection
• Functionality test (if applicable)
• Verify items match order requirements

Photo documentation 📸:

• Exterior packaging photos
• Product detail photos
• Damage photos (if any)
• Upload to system
• Photos sent to you via email

Reinforced packaging 📦:

• Shock protection
• Waterproofing
• Pressure protection
• Special item handling
• Appropriate materials based on item type

Generate tracking number 🔢:

• Assign tracking number
• Print shipping label
• Attach labels
• System recording
• Tracking number sent via email

Arrange shipping 🚚:

• Select appropriate shipping method
• Calculate shipping fee
• Arrange pickup or delivery
• Update system status
• Notify you via email after shipping

7. ❗ What to do if package is lost or damaged?

Contact customer service immediately 📞:

• Provide order number
• Provide tracking number
• Describe the issue
• Provide relevant photos
• Detail when and where the issue occurred

Provide evidence 📋:

• Package photos
• Damage photos
• Shipping label
• Delivery receipt
• Witness information if available

Process according to insurance policy 📄:

• Confirm insurance coverage
• Prepare claim materials
• Complete claim forms
• Wait for processing
• Understand compensation limits

May need to wait for investigation ⏳:

• Carrier investigation
• Liability determination
• Compensation negotiation
• Solution confirmation
• Investigation may take 1-2 weeks

Stay contactable 📱:

• Respond to inquiries promptly
• Provide additional materials
• Follow up on progress
• Confirm final results
• Keep all communication records

⚠️ Special Situations

8. 🔋 How to handle special items like batteries or liquids?

Inform customer service in advance 📢:

• Specify item type
• Provide item details
• Inquire about shipping requirements
• Understand related fees
• Confirm shipping possibility

May need special packaging 📦:

• Leak-proof packaging
• Shock-proof packaging
• Warning labels
• Safety instructions
• International shipping standard compliance

May require special shipping methods 🚛:

• Specific routes
• Special vehicles
• Special handling
• Additional inspection
• May need special shipping permits

May incur additional fees 💰:

• Special packaging fees
• Handling fees
• Insurance fees
• Inspection fees
• Special declaration fees

Must comply with destination country regulations 📜:

• Check import restrictions
• Prepare required documents
• Understand customs requirements
• Follow safety regulations
• Some countries may completely prohibit certain items

9. 🛃 What to do if package is held by customs?

Wait for customs notification 📨:

• Check email notifications
• Monitor logistics status
• Watch for SMS notifications
• Follow system updates
• Customs usually notifies via email or SMS

If customs duty payment needed 💳:

• Confirm duty amount
• Understand payment methods
• Complete payment promptly
• Keep payment proof
• Duty usually based on declared value

If additional documents needed 📄:

• Prepare required documents
• Submit as requested
• Ensure complete documentation

10. 💬 How to contact customer service for shipping issues?

"Contact Support" feature on website 🌐:

• Login to account
• Select problem type
• Fill in detailed information
• Upload related images
• System automatically assigns CS to handle

WhatsApp: +1 562 208-9083 📱

• Send message
• Provide order number
• Describe problem
• Wait for reply
• CS usually available from 9:00-18:00 (Beijing Time)

Discord: https://discord.gg/RJa3BNNmbN 💻

• Join server
• Select appropriate channel
• Send problem
• Communicate with CS
• Can interact with other users

Email: [email protected] ✉️

• Send email
• Subject line mentioning order number
• Describe problem in detail
• Attach related images
• CS usually replies within 24 hours

Shipping-related issues usually replied within 24 hours ⏰:

• Weekdays faster
• Holidays may delay
• Emergency cases prioritized
• Complex issues may take longer
• If emergency, suggest contacting via multiple methods