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?
For all contact information, please visit our Contact Us page.
Customer service response times:
- Usually replies within 24 hours
- Faster on working days
- May be delayed during holidays
- Urgent issues are prioritized
- For complex issues, please allow more time