Help Centre

Yes, we offer door-to-door pick-up services with at least one day advance booking. For Zijingang Campus of Zhejiang University in Hangzhou and its surroundings within 3km, pick-up is free. Within a 30km radius, packages weighing under 20kg are charged at CNY 5/kg, and packages over 100kg are charged a one-time fee of CNY 120. Additional charges may apply for other regions and provinces depending on the situation.

The shipping cost is calculated based on the higher of the package’s actual weight or volumetric weight. The volumetric calculation is determined by multiplying the length, width, and height of the package in centimeters and then dividing by 1,000,000. If the actual weight or volumetric weight exceeds the allowed limit after purchasing a package, an additional fee will be required to cover the difference.

Our shipping service includes basic insurance by default, but you are required to declare the actual value of your goods. Damage to goods is not covered; please ensure proper packaging. In case of loss, compensation will be provided at three times the shipping cost, up to a maximum of 80 USD per shipment.

After placing an order for shipment, a waybill number will be generated. You can use this number to inquire about the status of your package from customer service or track the shipping progress via the website http://124.221.150.87:555/.

All contraband items are not allowed to be sent：

• Hazardous materials: Such as explosives, flammable liquids, and gases.
• Perishable goods: Items that can spoil or decay during transit.
• Live animals: Except for authorized animal transport services.
• Illegal items: Such as drugs, counterfeit goods, and stolen items.
• Weapons and ammunition: Including firearms and explosives.
• Items with import/export restrictions: Such as certain agricultural products and cultural artifacts.
• Lithium batteries: Depending on their type and size, restrictions may apply.

General Cargo: Goods that do not require special handling or have specific requirements. These typically include everyday items such as clothing, household goods, electronics, and similar consumer products that comply with standard shipping and safety regulations.

Sensitive Cargo:Goods that require special handling or have specific conditions for transport due to their nature, value, safety considerations, or legal requirements. Examples of sensitive cargo include perishable goods like fresh food and medicines, hazardous materials such as chemicals and explosives, live animals, high-value items like jewelry and artworks, and time-sensitive goods such as medical supplies or emergency medications.

Sensitive cargo often requires specialized packaging, labeling, and transportation conditions to ensure safety and compliance with regulations. It’s crucial to understand and adhere to the applicable shipping regulations and restrictions when transporting sensitive cargo to ensure it reaches its destination safely and legally.

Yes, you can, but we still recommend purchasing a package as it offers more cost-effectiveness. Each package is valid for one year, providing worry-free shipping within that period. Moreover, purchasing during promotional periods can offer discounts starting from 50% off.

Any remaining balance from the package will be credited to your member account for future use. For example, if you purchase a 30kg package but only ship 28kg, the remaining 2kg can be used for your next shipment.