Questions
Questions, and the words on the declaration screen
Ten questions people actually arrive with, answered from the operator's published articles, plus a glossary limited to the terms this subject uses.
Product search above; answers below.
Home / Questions and glossary
Questions that come up once a destination is picked
The operator keeps its own numbered FAQ list on the help centre index, and it is worth scanning once. The questions below are the ones this subject raises, which that list mostly does not cover.
Every answer here points back to the article it came from, so you can check the original and its update date rather than taking our word for it.
What declared value should I put on a parcel
The value that matches the contents. The operator asks for quantity, value and item name all consistent with what is in the box, and the line table then checks that figure against its own ceiling for your destination. Running the country check before you type tells you which dated table limits it exceeds.
Why was my parcel refused at submission when the price looked fine
Price and declared value are checked by different rules. A line can be the cheapest card on the forwarding screen and still publish a ceiling below your figure for your country. Help 1381 lists 74 lines, and several set a ceiling under USD 20 for Canada.
Does a low declared value avoid tax
The operator asks for an accurate declaration and names three consequences of exceeding a line limit, including a parcel being taxed and confiscated by local customs. The threshold article also notes that a fraudulent declaration is treated separately from an honest one under the threshold.
How do I check the tax rules for my destination?
Use your destination customs authority for the current treatment of the goods, value and shipment date. A delivery route's declared-value cap is a separate acceptance rule. The destination checklist explains the information to compare; this guide does not calculate your tax.
What if my parcel is large or heavy?
Check the live route's weight and side-length limits before paying. The archived calculator notice uses 30 kg or a side over 120 cm as an example requiring a customized-logistics enquiry; this is not a universal carrier limit. Ask the agent for a quote using the packed measurements.
Can I ship branded clothing
The operator forbids counterfeit listings outright and gives a reporting address. Separately, its sensitive-category list names branded clothing as a category customs authorities inspect more often, which applies to genuine goods as well. Both are covered on the restrictions page.
How do I claim for a damaged parcel?
Photograph the outer package, label, packing and damage, keep the packaging and contact the agent promptly. The published reference on this site mentions seven days after receipt and forty-five days after dispatch; check the deadline and evidence requirements attached to your actual route or cover. See claims and evidence.
Why might a parcel be returned?
Possible reasons include a security rejection, an incomplete address or failed delivery. Read the tracking event and contact the agent or carrier for the reason and the deadline for responding. Return time and reshipping cost depend on the route and case; there is no guaranteed return timetable here.
Can a parcel contain liquids?
Check the actual substance, bottle size and destination against the selected route. The archived cosmetics guidance gives a 100 ml bottle and 200 ml parcel example, but that is not permission to send any liquid on any route. Ask the agent before buying if the product is unclear.
Where do I ask something these articles do not answer
The operator runs online customer service 09:00-18:00 Beijing time, nine hours a day, seven days a week and publishes a service mailbox at [email protected], with a separate address for counterfeit reports. The help centre also carries a self-service panel for tracking, urging a delivery and checking a balance.
Glossary
Jargon on this subject comes from three places and they do not agree. The operator has its own terms, customs authorities have theirs, and the shopper community has a layer of abbreviations on top.
This glossary stays with the first two, because those are the ones that appear on a screen you have to fill in. The operator also publishes its own explanation of cross-border terms as help 1202 if you want the wider list.
| Term | What it means here |
|---|---|
| Declared value | The figure written on the parcel for customs. Checked twice: by the line against its own ceiling before acceptance, and by your customs authority against its threshold on arrival. |
| Tariff threshold | A destination-specific customs threshold. Rules can differ for duty, VAT, product type and shipment date; check the current authority guidance. |
| Formal export declaration | The heavier paperwork route a parcel can be pushed into when it exceeds a line's declared-value limit. The operator states that the materials and the costs are yours. |
| Commercial parcel | A shipment treated as commercial rather than personal use. Customs considers the goods, quantity and circumstances; one weight figure is not a universal legal test. |
| Clearance fee | A charge for processing a parcel through customs, paid by the recipient. The operator publishes an amount for one Canadian line only. |
| Volumetric weight | The billed weight derived from dimensions rather than the scales. Each line publishes its own rule in help 116, which is why two lines can bill the same box differently. |
| Mail restriction | An item category that cannot be forwarded, or not on a given line. Flagged with an icon in the warehouse list before you can submit it. |
| Standard inspection | The free check on arrival covering style, quantity, colour, size, model and defects, with a standard photo set after it. |
| Insured value | A separate figure from the declared value, used by the protection services to set both the premium and the ceiling on a claim. |
| Arrived in Warehouse | The order status that starts the storage clock. Not the payment date, which is what most people assume. |
Where to ask when an article does not cover it
Three routes, in the order worth trying them.
The self-service panel on the help centre index handles tracking, urging a delivery, checking a balance and the after-sales entry. Online customer service runs 09:00-18:00 Beijing time, nine hours a day, seven days a week. And the help centre carries a note offering a direct line to the chief executive at [email protected], asking for your order number and saying a reply is guaranteed within two working days.
For a suspected counterfeit specifically, there is a dedicated address: [email protected]. The complaint procedure and the evidence it asks for are on the categories page.
If something on this site is wrong or out of date, write to [email protected] and name the page. Corrections are made before the next scheduled review rather than at it.