FREQUENTLY ASKED QUESTIONS

By air is most suitable for high-value items, perishable goods and time-sensitive materials.
- Transit time for expedited shipping is 3 to 5 business days on average.
- Transit time for regular shipping is 7 to 10 business days on average.
By sea is best for heavy items, large equipment and wholesale products. Transit time is 45 to 60 business days on average.

Yes, we ship to all countries except Cuba, North Korea, Somalia, Libya, Sudan, Syria, Iran and Lebanon.

Repacking means removing an item from its original packaging and packing it anew with additional layers of protection in more compact and durable packaging.
Consolidation is the process of combining multiple orders/several items in one shipment bound for the same address overseas.
Repacking and consolidation go hand-in-hand. We offer both services as doing so increases shipment protection in transit and reduces dimensional weight and resulting shipping costs.

Actual weight refers to a shipment’s weight on a scale.
Dimensional weight, sometimes called volumetric weight, is the amount of space a shipment occupies in an aircraft or ocean vessel.
- L x W x H in inches divided by 139 = Dimensional weight in pounds
- L x W x H in centimeters divided by 5000 = Dimensional weight in kilograms
Shipping costs are calculated based on whichever is higher between actual weight and dimensional weight.

For air-freight shipments, we use envelopes with sleeves, padded pouches and double-layered boxes from DHL.
- Envelope with sleeve – 12.6 x 9.4 inches
- Legal envelope with sleeve – 15 x 9.4 inches
- Card envelope – 13.8 x 10.8 inches
- Small padded pouch – 9.8 x 12 inches
- Large padded pouch – 11.9 x 14.8 inches
- Standard flyer – 11.8 x 15.7 inches
- Large flyer – 15 x 18.7 inches
- Cube – 10.1 x 5.8 x 5.9 inches
- Small box – 12.5 x 11.1 x 1.5 inches
- Medium box – 13.2 x 12.6 x 2.0 inches
- Large box – 17.5 x 12.5 x 3.0 inches
- Small tri-tube – 5 x 5 x 25 inches
- Large tri-tube – 38.4 x 6.9 x 6.9 inches
- Other packaging
For sea-freight shipments, we use cargo boxes, also known as balikbayan boxes.
- Regular box – 22.5 x 19.75 x 16.75 inches
- Jumbo box – 23.5 x 18 x 24 inches

Freight insurance is shipment value protection against the risks of physical loss or damage in transit.
Freight insurance cost varies per carrier. Please contact us for the latest rates.

Coverage is limited to air-freight shipments with declared values of up to US$ 50,000.00 and sea-freight shipments with declared values of up to US$ 200.00.
Coverage is effective from the moment the shipment leaves our facility in California or Texas until the time it is delivered to your doorstep overseas.
Coverage includes loss or damage to brand new items due to natural disasters and other events considered as acts of God.
Coverage excludes the following situations:
- Loss or damage to secondhand or used items
- Loss or damage due to delays
- Loss or damage due to nuclear activities
- Indirect loss or damage
- Ordinary wear-and-tear

Cases of loss or damage are few and far between. Nonetheless, we encourage you to obtain freight insurance coverage for your protection and peace of mind.
Claims must be filed within 30 calendar days of actual or scheduled delivery, whichever is earlier.
- Our liability is limited to a shipment’s total declared value. You will also be entitled to the following:
  - Refund of the entire shipping cost in case of total loss
  - Refund of the relevant proportion of the shipping cost in case of partial loss
- Only customers with freight insurance coverage are allowed to file a claim.
- Evidence, such as photographs and proofs of purchase, may be requested to substantiate a claim.

Destination charges refer to import duties and taxes levied on an international shipment upon reaching its final destination.

When dealing with air-freight shipments, import duties and taxes are not included in the shipping cost – unless otherwise noted.
When dealing with sea-freight shipments, import duties and taxes are included in the shipping cost.

We use the Harmonized System to determine applicable tariff rates and calculate import duties & taxes. Based on the resulting amount, we process payments to customs on your behalf.
- Prepaid import duties and taxes are invoiced prior to scheduled ship date.
- Exemptions are granted if one of the following conditions applies:
  - The shipment’s final destination is a duty-free territory, like Hong Kong.
  - The shipment’s total declared value is within the duty/tax-free limit imposed by the country of final destination.
We strongly recommend using this service; however, it is entirely optional. You may choose to direct your payments to customs at any time.