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Frequently Asked Questions
Frequently Asked Questions
Find out more about CNShip4Shop
MEMBER REGISTRATION
REWARD PROGRAMS
OVERSEAS SHOPPING
PARCEL MANAGEMENT
SHIPPING SERVICES
MEMBER REGISTRATION
During Registration
Q: What if it shows my username is already being used during registration?
A: Each unique username can only be used for one account. We will counter suggest modification in case your selection has been taken.
Q: What if it shows my phone number or email address is already being used during registration?
A: You cannot create multiple accounts with the same phone number or email address.
Q: Why can't I receive the SMS verification code?
A: Please ensure your phone is under good mobile network that can receive SMS with the verification code.
Q: Why can't I receive the verification email?
A: Please check your junk box whether the email accidentally dropped there.
Q: When to fill in the referral code?
A: Enter the referral code during registration when you are filling in your personal details. You will not be able to enter or edit any referral code once your member registration is completed.
After Registration
Q: Can I change my username, phone and email address after registration?
A: Please login your account and visit 'Member Center > Profile' to update any of your personal details.
Q: What if I forgot my account password?
A: Please click 'Forget Password' on the login page and follow the instructions to reset your account password.
Q: How can I change my account password?
A: Please login your account and visit 'Member Center > Profile' to change your account password.
REWARD PROGRAMS
Free Credits
Q: What can CNShip4Shop credits do?
A: You can redeem credits to pay for the shipping fee (1 CNShip4Shop credit equals 1 HK dollar or equivalent local currency).
Q: What free credits do you offer?
A: We offer free credits of : (1) New Member Registration which you will receive the sign-up credit after the member registration, (2) Friend Referral which let you refer your friends to become our new member, both of you can earn reward credits after your friend has completed the first shipment and (3) Birthday which you will receive the credit in the month of your birthday. (4) Participate in CNShip4Shop promotional campaign
Q: How to earn extra free credits?
A: Participate in our social events to earn extra free credits, please follow our social media channel for updates.
Friend Referral Program
Q: What is Friend Referral Program?
A: Refer your friends to become our new member, free credits will be added to both user accounts after your friend completed the first order. However, you cannot refer your friend if he/she is already our member.
Q: How can I refer a friend?
A: Go to 'Member Center > Referral', share the referral code or referral link with your friend to enter the referral code during registration. Both of you will receive the credits within 10 days after your friend has completed his/her first order.
Q: What if my friend forgot to enter the referral code during his/her registration?
A: The referral code cannot be entered or edited once your friend's member registration is completed, please ensure your friend to enter the referral code during registration.
Membership Loyalty Program
Q: Do you have membership loyalty program other than free credits?
A: We have membership loyalty program available for all our users, there are 3 membership levels : Silver, Gold and Platinum. Please visit 'Member Center > Loyalty' for details.
Q: How do I qualify for a membership level?
A: The membership level is determined by your qualifying spend accumulated within the last 12 months. Please visit 'Member Center > Loyalty' for each membership level requirement.
Q: What benefits can I enjoy from the membership loyalty program?
A: It depends on different membership level, the membership loyalty program brings you benefits of shipping fee discount, extra free storage and shipment protection. Please visit 'Member Center > Loyalty' for details.
Q: How long will a membership level last?
A: The membership level will be lasted for 12 months from the date of a membership level commencement, it may be upgraded, downgraded or forfeited after the review based on the qualifying spend of membership level criteria. Please visit 'Member Center > Loyalty' for the membership status.
OVERSEAS SHOPPING
Prepare for online shopping
Q: Which shopping site I can shop from?
A: You can shop from any shopping site which accepts our warehouse address as the shipping address and use our service.
Q: Is there any parcel restriction in terms of size and weight?
A: There is parcel restriction that the size and weight may vary from regions, please visit 'Member Center > Warehouse' for more details. In case of overweight or oversize, our overseas warehouse may refuse to receive or ship that parcel.
Q: Is there any items I cannot ship via your service?
A: There are prohibited items that cannot be shipped, please visit 'Academy > Prohibited Item' for more details.
Q: Is there any special prohibited item for shipping?
A: Perfume, nail polish, compressed gases, flammable liquids and meat products are prohibited items. Please visit 'Academy > Prohibited Item' for more information.
Q: What if there are prohibited items in my shipment?
A: We reserve the rights to terminate the shipment process, discard or take any other actions on the items in case there are prohibited items.
Q: Can I ship items that need to be stored in a particular temperature?
A: We do not provide temperature-controlled facilities during the transport.
Q: Do you offer any parcel protection plan?
A: Yes, please visit 'Our solution > Parcel Protection' for details.
Fill in the shipping information
Q: How to fill in the recipient information?
A: Please include your username as part of the recipient information during checkout from the overseas shopping site.
Q: What do I need to fill in the shipping address?
A: Please use our overseas warehouse address as the shipping address during checkout from the overseas shopping site.
Q: Can I use the recommended address auto-generated by the shopping sites?
A: We do not recommend and please use our overseas warehouse address exactly the same as stated on our website.
PARCEL MANAGEMENT
Create Shipment
Q: What should I do after placed order on the overseas shopping site?
A: You have to create shipment with us to notify us that you have parcels shipping to our overseas warehouse.
Q: When should I create shipment with you?
A: You can create shipment as soon as you received the order confirmation from the overseas shopping site.
Q: Where can I create shipment with you?
A: Please visit 'Member Center > Add New Shipment' to create shipment with the order confirmation received from the overseas shopping site.
Q: How to create shipment with you?
A: At 'Member Center > Add New Shipment', you can choose 'Attach/Photo' to upload the screenshot of your order confirmation or fill in the information manually. If you choose to attach, our website will guide you to drag and drop the related data value from the uploaded image(s) into the required fields.
Q: What is the attachment requirement if I choose to attach my order confirmation?
A: We accept files in pdf, jpg, jpeg or png format, maximum file size 10MB.
Q: What if I create shipment after the parcel arrived at your overseas warehouse?
A: It may slow down the overall parcel processing and we recommend you to create shipment as soon as you received the order confirmation from the overseas shopping site.
Q: Where can I check the shipment I created?
A: Please visit 'Member Center > Shipment Order' to check on the created shipment.
Create Shipment Order
Q: How to create a shipment order?
A: You can create shipment order after your parcels arrived at our overseas warehouse, please visit 'Member Center > Shipment Order > Shipment at Origin' by selecting the parcels which you would like to add. You can choose single or multiple parcels for your order.
Q: How many parcels can be consolidated for a shipment order?
A: We can help to consolidate as long as your final parcel size with weight below 70kg and all sides below 120 cm
Q: Can I consolidate the parcels from different overseas warehouse?
A: You can consolidate parcels from our different overseas warehouses in a shipment order.
Q: Can I consolidate the parcels together with my friend?
A: Parcels from different user accounts cannot be consolidated in a shipment order.
Payment
Q: How to calculate the shipping fee?
A: The actual delivery fee is based on the actual weight of your parcels, please visit 'Member Center > Shipment Rate' for more details.
Q: How to calculate the shipping fee if consolidating the parcels sent from different overseas warehouses?
A: The shipping fee will be based on the consolidated weight for calculation, subject to the highest shipping fee to calculate for the entire shipment order.
Q: How to pay for the shipping fee?
A: We accept Visa, Master, WeChat Pay and Alipay. You can choose to waive your delivery fee by using CNShip4Shop credits, you need to pay the rest of the fee in case of insufficient credits.
Q: Can you cancel or refund my order?
A: We do not accept cancellation or refund of order once the payment is completed.
Q: How do I arrange the shipment to my delivery address?
A: Please add your delivery address in 'Member Center > My Address', you can use any saved address as your delivery address.
Q: Can you arrange delivery which is a gift for my friend?
A: Please add your friend's recipient information and delivery address in 'Member Center > My Address' and choose the added address for delivery during payment.
Q: Can I change to another delivery address after the payment?
A: You cannot change your delivery address once the payment is completed.
Q: Can I add parcel protection after the payment?
A: You have to confirm whether you need the parcel protection during the payment.
SHIPPING SERVICES
Before parcels reaching Overseas Warehouse
Q: How to track the shipping status of my parcel?
A: Before your parcel arrived at our warehouse, you can check your parcel location by using its tracking number or the logistic company provided by the shopping site. After your parcel reached our warehouse, we shall send you email notification when there is any update of the shipping status.
Q: Does your overseas warehouse receive parcels during weekends and local public holidays?
A: No, our overseas warehouse closes during weekends and local public holidays. The local delivery company will usually arrange the delivery on the next working day if this is the case.
Q: How long does it take for your overseas warehouse to check in a parcel?
A: It usually takes 24 to 48 hours upon arrival at our overseas warehouse excluding weekends and the local public holidays.
Q: Does your overseas warehouse refuse to receive a parcel?
A: We do not refuse to receive parcels under normal circumstances except : (i) Any fee or tax for the parcel requires our warehouse to settle; (ii) Parcel exceeded the size or weight limitation.
Q: Can you help to return my parcel to the overseas shopping site?
A: We do not arrange parcel return to the overseas shopping site under normal circumstances.
At our Overseas Warehouse
Q: How to get the latest shipping status of my parcel after it is checked in at your overseas warehouse?
A: Please visit 'Member Center > Shipment Order' which tracking your parcel status.
Q: How long can my parcel be stored in your overseas warehouse?
A: Any undeclared parcel can be stored at our overseas warehouse for over 14 days will be discarded without further notice.
Q: When will my parcel be sent out from your overseas warehouse?
A: Please visit 'Our Location > Our Overseas Warehouse' for the shipment schedule of each overseas warehouse.
Q: Will you notify me if my parcel been sent out from your overseas warehouse?
A: We will notify you by email when your parcel arrived at our origin warehouse, departed from Asia hub, and order being delivered to you. For other shipment status, please visit 'Member Center > Shipment Order' for parcel status tracking.
At our Asia Hub
Q: Will you notify me when my parcel arrived at your Asia Hub?
A: We shall send you email notification after your parcel has been arrived at our Asia Hub. Please visit 'Member Center > Shipment Order' which tracking your parcel status.
Q: How long does it take for your Asia Hub to send out my parcel?
A: If no further parcel consolidation needed, it usually takes 24 hours upon arrival at our Asia Hub excluding weekends and the local public holidays.
Receive your shipment
Q: What if I found there is a problem with my parcel when I received it?
A: We do not open your parcel and inspect the content if the declared information and receiver information are correct. Please contact the overseas shopping site regarding the package and other related enquiries.
Q: Is there any compensation if my parcel is lost?
A: If you have enrolled in our parcel protection plan, the compensation of parcel loss depends on the its terms and conditions. Please visit 'Our Solution > Parcel Protection' for the details.
Q: Will you change the packaging of my parcel?
A: We do not change the packaging of your parcel under normal circumstances. We shall notify you if the change of packaging is required based on the packaging condition.
Contact Us
Hong Kong Head Office:
13/F., Park Sun Building, 97-107 Wo Yi Hop Road, Kwai Chung, New Territories, Hong Kong
Telephone: 2754-0638
Email Address: CS@cnship4shop.com
Opening hours:
Monday - Friday: 09:00 - 18:00
Saturday: 09:00 - 13:00
Closed on Sundays and public holidays