FAQ

- Package and Order Management
D1. Three Options for Orders

There are three options for New Order:
A. Preorder Order: Quick Stock In, parcels are not consolidated
Purpose: once the online seller has provided a tracking number (before the goods arrive at the Public Warehouse)
This is the fastest way for stock in. The warehouse will immediately proceed with packing and organizing upon receipt.
If the member's account has enough balance, it will be deducted directly, and the goods will be dispatched to the destination after being released from the warehouse.
B. New Order: Parcels have arrived and been Stock In in the warehouse, allowing selection of 1 to multiple parcel consolidation options.
Purpose: once the parcel has been stocked into the warehouse, you will receive an email notification.
If the parcel was not stocked into your account, you can use the tracking number to claim it from the Unclaimed Packages in the parcel status inquiry.
C. Pre Stock In: For sellers' websites that do not allow filling in member numbers.
Purpose: by filling in a Pre Stock In form, the system will automatically match the tracking number to your order form and stock it into your account.
If the goods haven't reached the warehouse yet but the merchant has provided the tracking number, you can fill out the Pre Stock In form.
If there is a pre Stock In but the goods have not yet been received in the warehouse, you can use the tracking number to claim it from the Unclaimed Packages in the parcel status inquiry.
If the goods are not in the Unclaimed Packages, please contact the merchant to obtain proof of delivery/signature.

Consolidation and Separation Policies
Consolidation:
  • No guarantee of weight reduction, volume may increase
  • Consolidation may involve combining original boxes or using larger boxes
  • To avoid disputes over added weight, packaging materials may or may not be added; no compensation can be claimed for damages
  • For packages requiring reinforcement, please select "Reinforcement" or "Special Reinforcement" when filling out the Order to use strong packaging materials to protect consolidated parcels
  • We are not responsible for missing items in products that have not undergone detailed inspection; please inquire directly with the seller
Separation:
  • Based on the discretion of local warehouse staff (ie: due to excessive number, size, or value of parcels)
  • Products are separated in accordance to customs regulations of the destination country
  • For parcels following the tax-included route, discretion lies with local warehouse staff
  • If you prefer not to separate parcels, please choose the tax-not-included route

The system will dispatch the goods once payment is made. If you have any questions about the fees, please contact the Taipei warehouse customer service.

D2. I'd like to know if the product I want can be shipped.

Please provide detailed product name and website link, and inquire with customer service via message.
If the item is prohibited for export or import by the country of origin, it will not be accepted.

D3. What happens if items cannot be shipped?

A. If we find items that cannot be shipped during consolidation in the warehouse: 
Notify the seller to return the goods purchased online, and fill out a return form
Returns can be made within 3 days, and abandoned goods will not be stored in the warehouse, the warehouse bears no responsibility for this package.
If they are prohibited items, such as weapons, drugs, etc., which violate national laws, they will be reported to the local authorities and judicial agencies in both the shipping country and destination country. 
B. If the destination country's customs discovers the items:
The importer and recipient must provide explanations to the customs authorities, the aviation security bureau, and judicial agencies.
All legal responsibilities and compensation are the responsibility of the importer and recipient and compensate for all of our legal and labor costs.

D4. What should I do if I haven't received the tracking number for goods from overseas websites?

Please first check the "Package Progress Inquiry" in the Unclaimed Packages.
If not found, please contact the official logistics customer service via Line: @lgg6811g.
Please provide: 
  1. Screenshots of detailed information about the delivery process, including delivery date and time.
  2. Screenshot of the recipient's name signing for the package.
  3. Buyer's purchase proof (invoice) with complete shipping address, screenshot.
  4. Purchase proof and pictures, so we can try to find unclaimed packages in the warehouse.
Please inform the shipping company that the package has not been received and provide supporting documents.
Please inform the seller that the package has not been received and request a replacement.
We do not handle letters or packages without tracking numbers.
We do not handle packages that have not been Stocked In for over 35 days or packages without a staff signature.
Local courier personnel may deliver to the wrong location. If there is no Stocked In data in our warehouse, it is likely that the package was signed for by someone other than our staff. We are unable to assist you in this case, so please contact the courier company as soon as possible.

D5. Can items from different websites be consolidated and shipped back to Taiwan together?

It is possible to consolidate a certain number of parcels.
After all parcels have been Stocked In, fill out the "New Order" form and select the parcels you want to consolidate.
Once the Order is generated, parcels cannot be consolidated again.
There are different rules for consolidation at each consolidation warehouse:
Consolidation quantity: ? boxes (subject to warehouse guidelines)
Consolidation weight limit: 20 or 25 kilograms
Parcels exceeding 20kg in weight cannot be consolidated.
Parcels exceeding 30kg in weight require prior notification to customer service.
Parcels with the sum of three sides greater than 175cm or weighing more than 50kg will incur an additional special handling fee starting from NT$1400.
Things to note before consolidation:
The total value of all products in each order must not exceed NT$30,000.
Please note that customs have restrictions on value/quantity/items, and exceeding that amount may lead to parcel separation. If overseas warehouse staff fail to separate parcels and they are inspected by customs, the responsibility lies with the customer. Please be cautious when ordering and packaging.
Please note: consolidation may not necessarily reduce weight, and may even increase it.
*Putting several small boxes into one large box may increase the order’s total weight.
*Plastic bags received from sellers should be placed in boxes.
*If the original box is too soft, not sturdy, or damaged, the warehouse will replace it with a sturdy box.
*Reinforcement will also increase weight.
*It's difficult to achieve perfection. If you still have doubts, please do not consolidate.
*Please ask the seller to handle it directly to avoid disputes.
*To avoid disputes over consolidation and separation, pay attention to the country's regulations when ordering or packaging. Staff may decide not to separate parcels, but they cannot be held responsible if customs clearance issues arise.
 
Packaging rules:
It is not guaranteed that every warehouse will unpack the original box and put all contents into one box for consolidation, as there is a high risk of leakage/damage and missing items disputes.
Parcels should be received without unpacking as much as possible, and the consolidated items should be placed in a large box or directly combined together or all placed in one box (cannot be selected).
If the staff find that the packaging is poor and prone to damage during transportation, additional external box reinforcement will be added. If charges apply, you will be notified.
The volumetric discount is to prevent oversized boxes from being charged volumetric fees by airlines due to being compressed. Please request the seller to use suitable or downsized boxes.
Please request the seller to use sturdy plastic bags or boxes for packaging.
When filling out the Order, you can choose to use value-added services. Especially reinforcement and waterproofing measures, as damage caused by rainwater during transportation or customs inspection at airports, cannot be claimed for compensation.
The creation of the Order implies acceptance of the above policies.

D6. How to choose between Tax Included Route and Tax Not Included Route?

Tax Not Included Route:
Each person is entitled to 6 exemptions within half a year, with a declared value of up to NT$2000 being exempt from customs duties.
For individuals or companies that perform formal customs declarations and pay import duties.
For goods classified as special categories.
Not participating in the real-name authentication EZWAY App.
 
Tax Included Route:
For general items exceeding NT$2000 per package.
For individuals identified by customs as frequent importers, exceeding 6 times within half a year.
For those who prefer not to deal with it themselves and want us to handle it directly.
Participating in the real-name authentication EZWAY App.
Even if you choose the option to include customs duties, you will still have to pay customs duties and related fees for the following reasons:
Goods are inspected by customs and duties are levied, but the declared goods and quantities are incorrect.
The value of the package exceeds NT$30,000 (as determined by customs).
The declared quantity or description of the items exceeds customs regulations.
Customs requests further verification of the goods by government agencies, and the fees are borne by the customer.
The dimensions of the package (length, width, height) exceed 175cm, or a single item exceeds 15kg.
Random inspections by Taiwan Customs lead to adjustments in tariffs.
Requests for formal customs declarations incur an additional NT$600 customs declaration fee plus customs duties (with a customs receipt).
Customs requests for return shipping or abandonment of the package incur costs borne by the customer.

D7. Why are packages sometimes split after choosing consolidation?

Packages may be split if:
The quantity exceeds the limit for personal use as per import and export regulations of the countries involved.
The items are too numerous or too heavy, and our professionals deem it inappropriate.
For shipments using the tax-included route, there are restrictions on weight/quantity, and splitting may be done proactively.
If you feel that these policies are inappropriate, please refrain from consolidating too many packages to avoid disputes.
There's a common misconception that consolidation saves weight, but this is not true. Not every package will fit perfectly together, and the original packaging may be compromised, leading to loss or damage during transit.
Please note: Damages during transit are not eligible for compensation, and insurance only covers the entire package if lost. 
 
Packaging rules:
We cannot guarantee that every warehouse will unpack the original boxes and consolidate all items into one box due to the high likelihood of leakage, damage, and disputes over missing items.
Whenever possible, packages received should not be unpacked, and consolidated packages should be placed in a large box or kept together or placed in a single box (this cannot be guaranteed or chosen).
If our staff find that the packaging is poor and susceptible to damage during transportation, they will reinforce it with additional outer packaging. Any associated fees will be communicated beforehand.
The "volumetric discount" is to prevent excessive packaging that may incur dimensional weight charges imposed by airlines. We encourage you to request sellers to use suitable or smaller boxes, rather than requesting them from us.
If you request sellers to use plastic bags or boxes for shipping, they should be sturdy.
When filling out the shipping form, you can choose value-added services. In particular, reinforcement and waterproofing measures are recommended to prevent damage from rainwater during transportation or customs inspections at airports. However, please note that compensation cannot be claimed for such damages.
By creating the shipping form, you agree to the above terms.

D8. Can I modify or cancel a newly generated shipping order?

Once the shipping order is generated, if its status shows "Stocked in, awaiting packaging," please notify customer service to make corrections, which will not incur any charges.
If the status is in any status after “Stocked in, awaiting packaging,” modifications to the order are no longer accepted. Canceling the shipping order at this stage will incur a warehouse service fee of 300NTD.
Once the status changes to "Awaiting shipping or dispatched to the airport," it is no longer possible to cancel the order. If you wish to modify the shipping order information, a fee of 200NTD for reapplication will be charged.
Modifying and reapplying as an importer will incur a fee of 300NTD.

D9. What is the difference between the importer and the recipient in a newly generated shipping order?

Importer: The importer is an individual who conducts simplified customs clearance for imports to Taiwan and must have real-name authentication.
Recipient: The recipient does not need to be the importer for customs clearance. They are the individual, address, and contact person for delivery in Taiwan.
This difference allows you to use the same recipient for multiple packages so you can receive them together.
Importers and recipients can be different individuals.

D10. Should the product information in a newly generated shipping order be filled out accurately?

Yes, it should be filled out accurately to avoid suspicion of smuggling if randomly inspected by customs. Additionally, we will assist in declaring the unit price and total price for customs clearance to minimize the risk of being taxed, or be taxed at a lower rate.

D11. Under what circumstances should the "Letter of Authorization" be submitted to customs?

The customs may randomly inspect and require proof of the recipient.
Formal customs clearance for importation.
Prevent counterfeiting.
Confirming ownership of the items.
 
To download the letter of authorization:
Print and fill out three copies (each copy must be stamped and signed) as customs requires original paper copies.
The address should match the address on your ID card (unrelated to the actual recipient address).
Please send them to 1st Floor, No. 86, Shezi Street, Shilin District, Taipei City. Address it to the Red Sea Logistics Document Department.
Please write your "membership number" on the envelope and letter of authorization.
Please ensure that we receive them within 5 days after notification.

D12. How to check the status of my order?

For Taiwan imports - Consolidated warehouse: Check the progress of parcels from various countries to Taiwan, either through the "Tracking" section on the official website or at the bottom of the homepage.

For Taiwan exports - International Express: Check the latest status of Redsea7 orders in the “Tracking” section.

For Malaysia - Consolidated warehouse: Check the progress of import and export orders related to Malaysia in the “Tracking” section.

 

D13: About EZ Way

Customs Declaration Pre-selection
In the "Add Order" or "Customs Declaration Pre-selection" field in the address book:
This refers to imports to Taiwan or other countries, where the system is allowed to automatically select as the importer. Possible scenarios include:
*To comply with customs requirements for item quantity, names, weights, etc., parcels are split into multiple shipment orders by overseas staff. If you disagree, you'll need to pack them yourself and send them to us, or notify customer service to correct them before shipment.
*Only one shipment order can be used per batch route, but you have multiple shipment orders, this function will be used.
*Please be cautious and make sure the importer agrees to use this function!
*If you decide not to participate later, please notify customer service to change your selection to "NO" and record the time.
 
For those who have completed real-name authentication:
Real-name authentication EZWAY must be checked in the recipient's system.
If you are defined by customs as a "frequent buyer," you must meet the requirements.
Additionally, you need to provide a phone number, and your ID will be written for customs use.
You can also choose to provide a "letter of authorization" (downloadable in the address book).
Random customs inspections of packages may result in commodity taxes.
Prepare more EZWAY recipients for rotation.
It is recommended to have one EZWAY recipient per package.
Participants can import up to 6 times every six months free of tariffs with a declared value of less than 2000NTD.
 
Mobile Real-name Authentication EZWAY App registration
For packages that have not participated in real-name authentication EZWAY, you can still import them to Taiwan: you need to pay a customs processing fee of 200 yuan and provide a downloaded letter of authorization to us. Please refer to FAQ D11 for details.

D14: If the declarant in Taiwan does not have a mobile phone, how can they be authenticated?

If the recipient is an elderly family member without a mobile phone for online real-name authentication, please use a written letter of authorization. Download the letter (Customs Declaration Authorization Form in the address book), and follow the instructions from this page to create the authorization form (which requires a signature and stamp). Then, along with a copy of the ID card (please annotate: "For Customs Inspection Only") and mail it to us to assist with paper-based declaration processing.

D15: Why is there a limit of 50,000 NTD for imported packages? When is formal declaration required?

If the customs clearance information for returning goods is unclear, please refrain from generating the shipping order. First, fill out the inspection request form to allow warehouse staff to take photos of the goods and complete the detailed declaration form for product ingredients and specifications. Afterward, notify customer service.
 
Customs declaration generally involves simplified and formal procedures. To simplify the declaration process for personal express parcels, parcels imported with a value lower than 50,000 NTD can undergo simplified customs declaration procedures.
 
If the value of the goods exceeds 50,000 NTD, then formal declaration is required. Additionally, items such as alcohol, tobacco, and cigars also require formal declaration.
 
Furthermore, items with dimensions exceeding 85 centimeters on any two sides, or weighing over 70 kilograms, must undergo standard customs clearance procedures.
 
We remind our members that if the value of your goods exceeds 50,000 NTD but is declared at a lower value and is audited by customs, besides the taxes that need to be supplemented, there will also be fees for correcting the formal declaration and fines for inaccurate declaration. Therefore, when you intend to ship high-value goods, please be sure to contact our customer service for assistance.

D16: Pickup at convenience stores or self-collection at the warehouse?

Convenience store pickup:
The external dimensions of the parcel must be less than 90 centimeters (35 inches) in length + width + height.
None of the sides should exceed 45 centimeters (17 inches).
The parcel weight must be less than or equal to 5 kilograms (11 pounds).
Once the parcel arrives at the designated store, members can operate the system to arrange for pickup at the chosen convenience store location.
If the parcel does not meet the above requirements, it will be automatically delivered to the member's address via home delivery without further notice.
If the parcel is changed to self-collection from the warehouse or home delivery, there is an extra 15 NTD handling fee for the order.
If the product is lost, or damaged, compensation will follow convenience store's terms.
Additional delivery fees may apply. For special requirements, please leave a message on customer service Line@lgg6811g.
 
Self-collection at the warehouse:
Please visit the Taipei Warehouse during office hours from Monday to Friday, 10:00 AM to 5:00 PM.
Address: 1st floor, No. 86, Shezi Street, Shilin District, Taipei City. Temporary parking is available at the entrance.
Parcels can be kept at the warehouse free of charge for 7 days. After 7 days, there will be an extra storage fee of 20 NTD per day. After 45 days, the package will be deemed abandonded, and warehouse will no longer be responsible for the package.