General FAQ
We receive thousands of packages each day at our warehouse. Depending on the time of year, it can take up to 3 business days (Monday-Friday, 10 am – 5 pm, excluding local holidays) for a package to appear in your account after it has arrived at the warehouse. If your package does not appear in your account after two business days, it may be because there is no suite ID on the label. Please contact us for assistance.
We recommend that you add your packages to the “Expected Packages” section in the “Parcels” tab as soon as the seller ships them out. This will help us locate your packages more quickly.
Each parcel has a gross weight and a dimensional weight.
For most international shipping, carriers charge based on the greater value between the actual weight and the dimensional weight of the package, which is determined by the package’s size.
The dimensional weight of international packages is calculated as Length(cm) x Width(cm) x Height(cm) / 5000.
For example, a 3kg package with dimensions of 18cm x 30cm x 40cm (such as a quilt) may be charged at a weight of 4.32kg depending on the carrier.
Weight and size limits vary by carrier. For the most accurate information, please check out our Shipping Calculator page.
A heavy package surcharge may apply to any package 30 kg or heavier. In addition, a manual handling processing surcharge may apply to any package over 120cm.
There is a parcel processing surcharge when you submit the parcels in one shipment that over the free limitation.
China warehouse: 30 parcels in one shipment is free, then will charge AU$/0.2 per additional parcel.
Australia warehouse: 10 parcels in one shipment is free, then will charge AU$/0.2 per additional parcel.
Malaysia warehouse: 20 parcels in one shipment is free, then will charge AU$/0.2 per additional parcel.
China warehouse: 45 days free storage from the date inbound, then will charge ￥5/per day for each parcel under 20KG
Australia warehouse: 30 days free storage from the date inbound, then will charge AU$1/per day for each parcel under 20KG
Malaysia warehouse: 45 days free storage from the date inbound, then will charge RM$2/per day for each parcel under 20KG
All warehouses will discard your package after 120 days without notifying you
The package label and outer box will be photographed when we receive them.
If you need closer images to check the quantity or quality, please choose the Photography services from Parcel list ->Additional Services. Fees applied.
Please immediately enter your package and tracking number in the 【Expected Package】 from MY account to help us locate it.
When no suite ID exists on a package, we place the packages in the unclaimed packages account. If your package was delivered and has not been entered into your account within three business days, please contact us by providing the tracking number to assist our investigation.
We will email you once your package is checked in and entered into your account. Check your spam box if you don’t receive an email.
After your packages arrive at our warehouse, you need to submit them. Select your packages in the parcel list, submit them with your shipping address, select the shipping service and fill out the custom declaration form; also, you can choose extra services when submitting.
Please note that if you send all packages to the same receiver, please submit them together.
It will take up to 4 business days to process your order; once we have processed your Shipment, you will get an SMS and Email notification.
Log into your account, and find Shipment with the awaiting payment tag in 【 Shipment 】
Yes, the return fee may charge when you submit with the local address.
We will charge AU$3.5 for each returned parcel.