FREQUENTLY ASKED QUESTIONS

FAQ


What are the shipping modes available?

  • 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.


Do you ship worldwide?

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


What are the benefits of repacking and consolidation?

  • 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.


What is the difference between actual weight and dimensional weight?

  • 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.


Are there storage fees?

  • We can store items for as long as needed – at no additional cost.


Do you have boxes in different sizes?

  • 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


What is freight insurance?

  • 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.


What is covered by freight insurance?

  • 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


Do shipments really get lost or damaged in transit?

  • 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.


What are destination charges?

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


Are import duties and taxes included in the shipping cost?

  • 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.


How do you facilitate prepayments of import duties and taxes on air-freight shipments?

  • 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.
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