Frequently Asked Questions

How to choose between dedicated line and commercial express?

Commercial express (FedEx, DHL, UPS) is ideal for documents, samples, small replenishment orders, and urgent shipments. Estimated transit time: 3–7 business days. Rates are based on chargeable weight with additional fees for extra weight. While per-package costs are higher, customs clearance and delivery networks are well-established. Dedicated lines suit bulk cargo and regular restocking, billed by kilogram or volume. Unit costs are lower, with typical transit times of 4–12 days. Simple rule: choose express for small volumes with tight deadlines; choose dedicated lines for large shipments that can be planned in advance. Share your cargo type, weight, and destination, and we'll recommend the best shipping combination.

What fees are typically included in a quote?

Quotes typically cover core services: pickup or consolidation, transportation, export customs clearance, destination port clearance, and final delivery. Whether duties and VAT are included depends on the selected service channel: dual-clearance channels include taxes handled by the carrier, while self-clearance channels require the receiver to pay taxes separately. Surcharges for remote areas, oversized/overweight items, fuel, and peak seasons are applied per carrier rules and will be itemized with clear terms in your quote.

How is volumetric weight calculated?

Volumetric weight is calculated by multiplying the carton's length, width, and height (in cm) and dividing by the carrier-specific divisor. Common divisors are 5000 for express couriers and 6000 for air freight; refer to your selected service's rules for exact values. Chargeable weight is the greater of actual weight or volumetric weight. For lightweight, bulky items, we recommend compressing packaging or optimizing box loading to significantly reduce chargeable weight.

Which goods are considered sensitive items?

Sensitive goods typically refer to products containing or accompanied by lithium batteries, liquids, pastes, powders, magnetic items, branded merchandise, food, and cosmetics. These items require special declaration or shipping channels and cannot be mixed with general cargo. Both our Southeast Asia and Dubai dedicated lines offer sensitive goods shipping options; the eligible categories are confirmed by customer service prior to shipment. If you're unsure which category your items fall into, please send us your product list for individual verification.

How to handle delayed or lost packages?

During delays, customer service will proactively update the in-transit status and estimated update time. If loss is confirmed, you must file a claim within the specified timeframe after delivery exception or tracking suspension, providing proof of value (invoice or purchase receipt) and a cargo manifest. Shipped goods with transport insurance are compensated per policy terms; uninsured goods are handled according to carrier channel rules. You will receive clear progress updates once your claim is accepted. For high-value items, we recommend declaring insurance needs at checkout.