FAQ&HELP

Q. How do I know when my parcel was sent out?

A. Login to our system and then click the "Search" link at the left side of the page. Search for your order and you will find the corresponding tracking number. You may then use the tracking number to track your parcel at this website (near the top of every page). Note that there is no tracking number if you are shipping by regular postal service.

Q. How can I know the actual shipping fee?

A. Before sending out your parcel, we will weigh it and deduct money from your account automatically. You may check the bill of shipping fee in our system. Just login to our system and then click the "Billing" link at the left side of the page. You will see detailed billing information about the shipping fee. If you prefer to review and approve the amount before we send out the parcel, we can do that for you too; we will keep the parcel in our company until you approve the shipping fee.

Q. We have just started our online store and do not have any company stamp and business license. Are company stamp and business license necessary for registration?

A. You do not need to provide company stamp or business license if you are not a China resident.

Q. If my parcel is lost, then what is the procedure of making a claim?

A. If you suspect that your parcel is lost in transit, then we will help you to send an inquiry list to the post office or courier company and they will investigate. They will compensate you if they can confirm that the parcel is indeed lost. Note that you cannot make a claim if you have chosen to send by regular postal service which does not have a tracking number.

Q. What is the procedure of sending one parcel?

A. Firstly, you should register at this website. Registration is free. You will receive a welcome email with some attachments, which guide you to create a new order/shipment in our system. After creating and submitting the order/shipment, you can print out the address label and paste it on the parcel. Bring or deliver the parcel to our Parcel Processing Center (PPC) in Shenzhen. Note that you are responsible for the domestic delivery to our PPC, unless you qualify for our free pick-up service. Meanwhile, you must deposit the shipping fee into your account. When we receive your parcel, we will deduct money from your account automatically and then send out the parcel.

Q. Does your handling fee include packing fee? Do I need to pay extra fee for using your packing service?

A. Handling fee does not include packing fee. If you are shipping via standard mail or registered mail, the handling fee will be 5.95 Yuan/order. If you need us to pack your order, the packing fee is 1 Yuan/order + 1 Yuan/item (the cost of packing materials is not included). For example, if you want us to pack five items into one parcel, then the packing fee will be 6 Yuan.

Q. Do I need to fill up any forms at your office?

A. You do not need to fill up any forms at our office if you are not a China resident.

Q. What is meant by user ID card? Do you mean a photocopy of my passport and I should send it along with the first parcel to your company?

A. Chinese registered user must send a copy of the identity card for record purposes. If you are a non-Chinese registered user, then you do not need to provide your ID or passport to our company.

Q. What is maximum weight and volume for USPS shipping method?

A. The maximum weight for USPS is 32 kg and the maximum volume is 0.037 cubic meter. If the weight or volume exceeds the limit, then the parcel cannot be delivered via USPS.

Q. How do I register a USER ID with SendFromChina.com?

A. Registration is free.
- Click the "Register" link at the top-right corner of this website.
- After you have read the Terms & Rules, please mark the checkbox which says "I have read, understood and agree to these rules and conditions". Then click the "Continue" button.
- Fill in the required information and then click the “Submit” button.
- The registration process is now completed and you will receive a welcome email with your USER ID and password.

Q. Can I consolidate many items to be shipped into one parcel?

A. We arrange shipments according to your uploaded order numbers. One parcel is for one order number. If you need five items to be shipped in one parcel, then you have to upload the five items in one order number. If you upload them with separate order numbers then we will ship them out separately.

Q. Are "Air Mail" labels and "Customs Declaration" stickers free-of-charge?

A. "Air Mail" labels and "Customs Declaration" stickers are free. But if you need us to send them to you, then you need to pay us the fees for delivering them to you.

Q. I don't understand the following on the user manual: “5. For the first time users, they must complete the "customer information registration form" in the appendix and signed with the company stamp. Then bring this completed form with the user ID card or the industry and commerce business license and the package to our company.” What does it mean?

A. This term is only applicable to Chinese registered users. If you are a non-Chinese registered user, then please ignore this term.

Q. I am in USA now, how can I ship parcels from my Shanghai suppliers to myself or my overseas customers?

A. Yes, we can help you to do that. Firstly, you should register at this website. Registration is free. You will receive a welcome email with your USER ID and password. Then login to our system to create a new order/shipment. After creating your order/shipment, please advise your Shanghai supplier to write the order number on the outside of the related parcel. Inform your supplier to deliver the parcel to our Parcel Processing Center (PPC) in Shenzhen. Meanwhile, you must deposit the shipping fee into your account. When we receive your parcel, we will deduct money from your account automatically and then send out the parcel.

Q. How can I get the packing materials if I am not located in Shenzhen?

A. Firstly, you should register at this website before you can purchase our packing materials at discounted prices. Registration is free. Then, inform us your registered USER ID, address, phone number and order details. We will deliver the packing materials according to your order. Note that you need to pre-pay for these packing materials by depositing funds into your account. We will deduct the cost of packing materials and the courier fees from your account.

Q. Can you provide packing materials for shipment? How about the price?

A. We can provide the bubble envelopes, packing boxes, bubble wraps and other packing materials. You can find the price details at: http://www.sendfromchina.com/packing.php

Q. If I am delivering my parcels to you through Fedex and your Shenzhen address will appear on them, then how can I indicate the final destination addresses?

A. After you have created orders/shipments in our system, you can print out the mailing labels with final destination addresses and paste them on each parcel respectively. Then, put all the parcels in a box/bag which shows your registered USER ID outside and deliver the box/bag to us through Fedex.

Q. What are your prices for Standard Postal Service and Registered Postal Service?

A. - For Standard Postal Service, the price is 100 Yuan/kg plus handling fee 5.95 Yuan. For example, the price for a 300g parcel is:
100*0.3 + 5.95 = 35.95 Yuan.
- For Registered Postal Service, the price is 120 Yuan/kg plus handling fee 5.95 Yuan plus register fee 13 Yuan. For example, the price for a 300g parcel is: 120*0.3 + 5.95 + 13 = 54.95 Yuan.

Q. How can I pay shipping fee or other service charges? Should I prepay these fees?

A. Yes, you need to prepay these fees. You can make payment to us through remittance, bank transfer, wire transfer, credit card, PayPal etc. Upon receiving your payment, your account with us will be credited with the same amount. Then, we will deduct money from your account automatically whenever we send parcels for you or provide services for you. To avoid delays in shipments and services, it is your responsibility to ensure that there are sufficient funds in your account. You may login to our system to view the transaction details and the balance of your account.

Q. Can you ship my parcels directly from China cities to overseas cities?

A. No. Our Parcel Processing Center (PPC) is located in Shenzhen. Therefore, you need to deliver your parcels from other China cities to our PPC. You are responsible for the cost and arrangement of the domestic delivery to our PPC. However, if your have 20 or more parcels in one log, then we can absorb or pay the delivery fee from China cities to Shenzhen.

Q. Should I pack the parcels myself? Do you provide packing service? If yes, then what are the charges?

A. You can pack the parcels yourself. Suppose you have 10 small parcels to be sent to different receivers, then you need to paste the address labels on the surface of each well-packed parcel respectively. Put all the parcels in a box/bag which shows your registered USER ID outside and deliver the box/bag to us in Shenzhen. If you need us to pack your order, the packing fee is 1 Yuan/order + 1 Yuan/item (the cost of packing materials is not included). For example, if you want us to pack five items into one parcel, then the packing fee will be 6 Yuan.

Q. What is Remote Warehouse Service?

A. Have you been spending your precious time in the warehouse ... replenishing stock, managing shelves, doing stock checks, printing mail-labels, sorting, packing and mailing your orders? We can handle all these chores for you so that you can have extra time to focus on marketing your products and increasing your sales. Our Remote Warehouse Service will be an ideal solution in helping you to expand your business. It basically consists of 2 services: Warehousing Service and Order Packing & Mailing Service. For a low monthly fee, you can keep your Made-in-China items in our warehouse, you can check your inventory online and we can help you to pack and ship out the items to your customers whenever you want. As this is an "add-on" to our global shipping service, therefore the prior condition is that you have to be a registered user of our China Postal Service.

Q. What kind of services do you have?

A. - Global shipping service from China (via postal services and major courier companies).
- Remote warehouse service (warehousing and order fulfillment).