Question 1

What happens if my package is loss or damaged?

Accepted Answer

Every package comes with free basic protection:

For Lost Packages:

Free Protection: We cover up to US$100 of your item's value
With Enhanced Plan: We cover up to US$1000, GST is not included (costs 3% of item value)

For Damaged Packages:

Free Protection: We refund 30% of your shipping fee as store credits
With Enhanced Plan: Enhanced Parcel Insurance Plan is not eligible for damaged parcel

Note: Some items like fragile goods and liquids have limited protection. Feel free to contact our Customer Service for more guidance.

Question 2

What are the size limitations for parcels?

Accepted Answer

Either side cannot exceed 80CM and the sum of all 3 sides cannot exceed 200CM.
Volumetric Weight can not exceed 5 times of the actual weight.
Volumetric Weight = [Length (CM) x Width (CM) x Height (CM)] ÷ 6,000 x 2.2046
If deemed necessary, our warehouse will repack and replace packaging without prior notice.
If the parcel exceeds any of the above limitations, additional charges may be required. The parcel may also be rejected by the overseas warehouse or the delivery fee may be calculated by Volumetric Weight.

Question 3

What are the weight limitation for parcels?

Accepted Answer

Every single shipment (Per Tracking number) must not exceed 55 pounds.
Every consolidated shipment must not exceed 20 pounds.
If the single parcel exceeds 20 pounds, please do not consolidate it with other parcels.
When merging packages, please pay attention to the following considerations:
- The chargeable weight less than 1 lb will be rounded to the next whole pound for each order.
- The minimum weight of a shipment is 0.2 lb, afterwards the unit of actual weight is 0.1 lb. When the actual weight is less than 0.1 pound, it will be rounded to the next 0.1 pound.

Question 4

How many parcels can be consolidated for an order?

Accepted Answer

You can consolidate a maximum of 10 shipments per order. The maximum consolidation weight is 20 lb.

Question 5

What if there are prohibited items/ problematic issues in my shipment?

Accepted Answer

In case of prohibited items, we have the right to terminate the shipping process of the shipment, discard or take any other actions on the items.
Returning parcel (Only for prohibited articles that cannot be delivered to Hong Kong): AU$10 will be charged for every Tracking Number. Additional charges may apply for local delivery.

Question 6

How long can you hold my packages?

Accepted Answer

We provide free storage services:

Sorting Centre: 30 days free storage.
Overseas Warehouse: Storage not provided. Declaration must be made within 30 days; otherwise, the package will be treated as abandoned without further notice.

Extended storage service:

AU$1 per day, up to a maximum of 15 days.
Beyond 46 days: The package will be treated as abandoned without further notice.

Note: Actual arrangements are subject to the website announcements and the latest terms.

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