FAQ

- Personal Account Management
F1. How do I access my profile information?

Go to My Messages to access and edit profile information
If you have forgotten your login information, please contact customer service!

F2. How to add more recipients into my account?

How can I receive multiple packages at once?
To add an importer: fill out the form in the Address Book.
The recipient for multiple packages can be the same, and they can be received together.
Participation in Real-name Certification is required. Please refer to FAQ F3.

F3. Tips for filling out the Address book

Customs Declaration Options (Select Yes/No when filling in recipient details):
Important Notes:
*The system allows you to manage recipient details; make sure you have the recipient's permission before selecting “Yes”.
*If a customs real-name authentication request is received, respond with "Yes". If "No" is selected, you must provide a letter of authorization from the recipient and bear any costs. *Failure to provide the necessary documentation will result in legal responsibility and full compensation costs.
*Agreeing to this in the system allows the recipient to be set for customs declaration when importing packages to Taiwan.
*When importing multiple packages to Taiwan, or when items are divided into separate packages due to quantity restrictions, the system will automatically allocate and assign each sub-order to the recipient.
*If the declared recipient does not wish to be used, update the customs declaration option to "No" in the address book. The system will not use that recipient for future orders.
 
Please Note:
*To comply with customs regulations regarding item quantity, name, weight, etc., packages may be divided into multiple orders by overseas staff. If you do not agree, repackage and send to us, or inform customer service before the order is shipped.
*Each batch can only have one order, but this function will be used if you have multiple orders.
*Ensure that the recipient agrees to be used for customs declarations; handle with caution!
*If the recipient no longer agrees, notify customer service to change the option to “No” and record the time.

F4. Where can I find the Letter of Authorization?

Please go to My Messages -> Address Book -> Download Customs Clearance Letter of Authorization. There you will find detailed instructions and examples.
Please send three copies and all three copies must be original, with signature and stamps. Please send them to:
1st Floor, No. 86, Shezi Street, Shilin District, Taipei City.
Due to customs requirements, please send the documents to our company within 3-5 days of receiving the notification.

F5. Where can I find my previous transactions/topup record?