FAQs
Frequently Asked Questions
Answers for package forwarding: account setup, receiving, storage, consolidation, repack, shipping, customs, FBA prep, fulfillment, insurance and billing.
01. How do I create an account and get my US/EU address?
Sign up in the dashboard, complete identity verification if requested, and we will assign your personal receiving address immediately.
02. Is registration free?
Yes - account creation is free. You only pay for the services you use (receiving, storage, shipping, add-ons).
03. Can businesses register for multiple addresses?
Yes. Business accounts can request multiple receiving addresses-contact sales to enable additional addresses.
04. What ID do you require?
We typically request a government-issued ID and proof of address for verification, depending on local regulations.
05. Can I change my account language and time zone?
Yes. Language and time zone settings are available in your account preferences.
06. How will I know when a package arrives?
You’ll receive an email and a dashboard notification with parcel details and photos (if enabled).
07. Can I give access to my assistant or staff?
Yes. Add sub-users from account settings and control their permissions.
08. Do you accept packages from marketplaces (Amazon, eBay)?
Yes - send marketplace orders to your receiving address. Mark items as FBA or fulfillment if needed.
09. Is there a mobile app or mobile-friendly dashboard?
Our dashboard is mobile-friendly; an app may be available depending on your region.
10. How do I close or delete my account?
Open a support ticket - we’ll assist with final shipments, billing and account closure steps.
01. How long do you store packages for free?
Standard free storage is 30 days; after that, storage fees apply based on your plan. Check billing for exact rates.
02. Can storage be extended?
Yes - extend storage in your dashboard or contact support for bulk/long-term options.
03. Do you offer climate-controlled storage?
We offer climate-controlled options for sensitive inventory-select that service when booking storage.
04. What happens if a package is damaged on arrival?
We document damage with photos, notify you, and offer options: return, insurance claim, or disposal per instructions.
05. Can I request an item to be held separately?
Yes - flag items as 'hold separately' or use premium storage for high-value goods.
06. How do you label and track incoming parcels?
Each parcel is logged with a tracking number, weight, dimensions, photos and linked to your account.
07. Are oversized or heavy items accepted?
We accept oversized items by prior arrangement; additional handling and shipping fees may apply.
08. Can I get a photo of the parcel contents?
Yes - order a photo-inspection and we’ll upload itemized photos to your parcel history.
09. What is your lost-item policy?
We investigate immediately. If confirmed lost, we follow insurance and compensation procedures per our terms.
10. Do you offer inventory reporting?
Yes - view live inventory, stock counts and movement history in your dashboard.
01. What is package consolidation?
Consolidation merges multiple incoming parcels into a single international shipment to save on carrier fees and reduce packaging.
02. How many parcels can be consolidated?
You can consolidate any number of parcels subject to final carrier weight and dimension limits.
03. Can you remove original packaging and invoices?
Yes - we can remove excess packaging and optional invoices upon your request to reduce volume.
04. How long does consolidation take?
Typically 1–2 business days after all chosen parcels arrive; expedited options are available.
05. Will consolidation affect customs declarations?
No - we create accurate commercial invoices reflecting the consolidated contents for customs.
06. Can I exclude items from consolidation?
Yes - mark items to be excluded in your dashboard before packing.
07. Do you offer dimensional-weight optimization?
Yes - we right-size boxes and optimize packing to lower dimensional-weight charges.
08. Is re-packing safe for fragile items?
We use protective materials and custom packing for fragile or high-value items.
09. What are consolidation fees?
Fees depend on the number of parcels and services used. Base consolidation fees are shown in the pricing section.
10. Can consolidated shipments be split later?
Yes - we can split consolidated inventory into multiple shipments if you request it before dispatch.
01. Which carriers do you work with?
We partner with major carriers like DHL, FedEx, UPS, USPS and regional providers to offer multiple service levels.
02. How is international shipping cost calculated?
Costs depend on dimensional/actual weight, dimensions, destination, and chosen service level and surcharges.
03. Do you provide door-to-door delivery?
Yes - door-to-door is available for most destinations; remote areas may require pickup.
04. Can I track shipments in real time?
Yes - all shipments include tracking; updates are available in your dashboard and via email.
05. What delivery times can I expect?
Express: 2–5 business days; economy: 7–21 days depending on destination.
06. Are there prohibited items for international shipping?
Yes - batteries, hazardous materials and certain restricted items may be prohibited or require special handling.
07. Can you ship COD (cash on delivery)?
COD is available in select countries and with specific carriers-request it at booking.
08. Do you handle oversized or pallet shipments?
Yes - we offer LTL and pallet options by arrangement; request a quote for large shipments.
09. What if a shipment is returned by customs?
We’ll inform you and offer options: return-to-sender, re-export, or local disposition per your instructions.
10. Can I insure high-value international shipments?
Yes - insurance is available. We strongly recommend it for high-value or fragile items.
01. What documents are needed for customs clearance?
Commercial invoice, packing list, and accurate HS codes are required. We assist with document preparation.
02. Who pays duties and taxes?
The importer (recipient) is typically responsible, unless you choose DDP (Delivered Duty Paid) where sender covers duties.
03. Can you prepare HS codes for my items?
Yes - our team can help identify appropriate HS codes to minimize delays and fines.
04. What happens if customs holds my package?
We will notify you and provide guidance or required documents to clear the shipment.
05. How do returns (RMA) work?
We can manage RMA workflows: receive returns, inspect items, restock, or ship back to seller as instructed.
06. Can you handle commercial invoices for consolidated shipments?
Yes - we generate accurate consolidated documentation reflecting all items and their values.
07. Is it legal to remove invoices to avoid customs?
No - altering or hiding invoices is illegal in many jurisdictions. We always declare true values.
08. What should I do if customs charges seem incorrect?
Contact support - we will review documentation and coordinate with customs or local agents.
09. Do you offer pre-clearance services?
In some regions we offer pre-clearance to speed up customs release - ask support for availability.
10. Can you handle returns to suppliers in the origin country?
Yes - we can organize return shipments and prepare required export documentation.
01. Do you offer shipment insurance?
Yes - optional insurance covers loss or damage during transit. Coverage limits and rates vary by value and destination.
02. How is insurance priced?
Insurance is typically a percentage of declared value or a fixed rate per shipment - see pricing for exact rates.
03. How do I file an insurance claim?
Report damage immediately with photos and documentation; we will assist with claim submission to the carrier and insurer.
04. What does the photo inspection include?
A photo inspection shows item condition, packaging, and any visible defects; you receive itemized photos in your account.
05. Can you perform video inspection or unpacking?
Yes - video unpacking is available as an add-on for a more detailed verification.
06. Are certain items excluded from insurance?
Yes - cash, perishable goods and some high-risk categories may be excluded. Check policy terms.
07. How fast are inspection requests completed?
Standard inspections are completed within 24 hours of request; expedited options are available.
08. Do you keep inspection photos on file?
Yes - photos are stored in your parcel history for future reference.
09. Is inspection mandatory for high-value items?
Not mandatory but strongly recommended before shipping or insurance purchase.
10. Can inspection be combined with repack and consolidation?
Yes - inspection can be requested prior to repack and consolidation so you approve conditions first.
01. What is FBA Prep and who needs it?
FBA Prep includes labeling, poly-bagging, bundling and cartonization to meet Amazon’s inbound requirements - essential for sellers sending inventory to Amazon FCs.
02. Can you apply FNSKU labels and over-label when required?
Yes - we print and apply FNSKU labels and over-labeling per Amazon's guidelines.
03. Do you generate Box Content Labels (BCL)?
Yes - we generate and apply BCL for multi-SKU cartons so Amazon can reconcile inbound inventory.
04. What inspection do you perform before sending to Amazon?
We check SKU accuracy, item condition, packaging and missing parts to reduce rejects and chargebacks.
05. Can you create shipments in my Seller Central?
Yes - with your permission/temporary access we can create shipment plans and follow your routing instructions.
06. How fast is FBA Prep processing?
Standard FBA prep typically completes within 1–3 business days after receipt; expedited options exist.
07. Do you handle cartonization and pallet labeling?
Yes - we prepare cartons and pallets to Amazon specifications, including pallet labels if required.
08. What if Amazon rejects a shipment after delivery?
We’ll assist with investigations, provide evidence (photos, logs) and coordinate corrective actions.
09. Are there extra fees for irregular items?
Non-standard items (oversized, hazmat, liquids) may incur additional handling fees.
10. How do I request FBA Prep for specific parcels?
Select 'FBA Prep' in your dashboard for chosen parcels, specify required tasks and approve the quote before we start.
01. What is your fulfillment service?
We pick, pack, label and ship orders on your behalf across multiple sales channels with inventory sync and reporting.
02. Do you integrate with Shopify, Amazon and eBay?
Yes - we offer multi-channel integrations via APIs and common apps for real-time order flow.
03. What are pick-and-pack lead times?
Standard lead time is same-day or next-business-day depending on SLA; expedited tiers are available.
04. Can you handle kitting and custom inserts?
Yes - we assemble kits, include inserts, and apply branded packaging on demand.
05. How is inventory managed for fulfillment?
Inventory is tracked in real time with low-stock alerts, FIFO/LIFO options and periodic audits.
06. Do you support returns and reverse logistics?
Yes - returns are inspected, restocked or processed per your rules, and integrated back into inventory.
07. What shipping options do you offer for orders?
We provide negotiated carrier rates for economy, expedited and white-glove delivery options.
08. How are fulfillment fees charged?
Fees include receiving, storage, pick-and-pack, packing materials and shipping - billed per activity and storage usage.
09. Is there a SLA for order accuracy?
We maintain high accuracy targets and offer SLAs for enterprise clients with penalty/credit terms upon agreement.
10. Can you provide custom reporting and KPIs?
Yes - reporting on orders, inventory, fulfillment cost and KPIs is available via dashboard or scheduled exports.
01. What payment methods do you accept?
We accept major credit cards, PayPal and selected local payment methods depending on your country.
02. How are shipping charges billed?
Shipping charges, service fees and duties (if DDP) are billed when the shipment is created or per billing cycle.
03. Can I get invoices with company details?
Yes - add your company billing info to your account to receive compliant invoices.
04. How do I dispute a charge?
Open a support ticket with transaction details - we will investigate and correct any validated errors.
05. Is there a dashboard to download past invoices?
Yes - the Billing section contains downloadable invoices and payment history.
06. Do you offer volume discounts or enterprise pricing?
Yes - volume-based and enterprise plans are available; contact sales for negotiated terms.
07. What support channels are available?
Support via live chat, email and ticket system; priority phone support for enterprise accounts.
08. What are support hours and SLA?
Support hours vary by region; enterprise clients get defined SLAs-see your contract.
09. Can I set spending limits or approvals?
Yes - configure approval workflows and spending limits in team settings for tighter control.
10. How do I request a dedicated account manager?
Request a dedicated manager through sales - typically available for business or high-volume customers.