Packages usually take 1–2 business days to be processed after arriving at the warehouse. If your package has not appeared in your account after this period, please follow these steps:

I. Step 1: Self-Inspection (Mandatory)

1.Check Special Sections: Log in and go to 【Package Status】 → Check the [To be Confirmed] or [Orphaned/Unclaimed] area.

*Common Reason: Your Member ID was missing from the shipping label.

2.Verify Logistics Details: Check the tracking map/status provided by the courier.

*Was it delivered to the wrong address? Is the recipient's name incorrect?

*Was it "delivered" outside of warehouse operating hours (weekends or late at night)?

3.Check Proof of Purchase: Ensure the seller used the exact warehouse address provided in your account.

4.Contact the Seller: If the address is wrong or the delivery looks suspicious, contact the seller immediately to request a redelivery.

II. Step 2: Requesting an Investigation (Submit All at Once)

If your self-check confirms the address was correct but the package is still missing, please provide the following details to our Line Customer Service in one single message:

*[Item A]: Screenshot of the tracking history (must show the tracking number).

*[Item B]: Screenshot of the Proof of Delivery (POD) or the recipient’s signature/name.

*[Item C]: Text format of the Tracking Number and the specific Warehouse Name.

*[Item D]: Proof of Purchase (Invoice): Must show item descriptions, quantities, and the delivery address.

Note: To ensure efficiency, our team will only process requests where all data is provided at once. We do not accept partial or fragmented information.

III. Our Investigation Process

Once we receive your complete data, we will perform the following checks:

1.System Search: We search for variations of the tracking number or similar IDs.

2.Data Cross-Referencing: We match your invoice (items/quantities) against unmatched packages in our warehouse.

3.Time-Stamp Verification: Our staff will check the warehouse intake logs based on the exact delivery time provided.

4.Liability Check: We determine if the package was misdelivered to a neighboring company or if the courier made a "false delivery" (marked as signed but not delivered).

IV. Important Policy & Service Limitations

*Authorized Signatures: Due to previous issues with couriers self-signing for packages, as of Dec 15, 2022, all authorized signatures for BDE warehouses are under the name "Frank Hills."

*False Deliveries: Experience shows sellers may provide tracking that shows "signed," but the warehouse physically has no record. If our final check shows no receipt, please demand a refund or redelivery from the seller.

*Service Boundaries: * We cannot provide unlimited search services for incomplete data or for packages delivered more than 35 days ago.

We reserve the right to suspend services for repeated unreasonable claims and may refer disputes to a third-party arbitrator.

*Legal Cooperation: We are happy to provide documentation to help you prove non-receipt to the seller. You may also request the seller to involve the police or the courier company to verify the driver's delivery status against our records.

Comprehensive Shipment Tracking Guide:

Stay Updated on Your Package Status at All Times

1. Incoming Package Inquiry (Confirming Warehouse Receipt)

Once the seller marks your order as "Delivered," please go to [Package Status Query] to confirm:

*Normal Inbound: The package has been correctly identified and assigned to your account.

*"Orphanage Area" Claim: If your package does not appear, it may be due to a missing or incorrect Member ID. Please go to the "Orphanage Area" and use your tracking number to claim it.

*Still Not Found? Please refer to the [FAQ] Section C7 on our official website.

2. Waybill Progress Breakdown (From Dispatch to Delivery)

After completing the "New Waybill" process, you can track the following stages under [Waybill Progress Query]:

 Important Reminders

Please pay close attention if your waybill shows the following status labels:

*【Special Processing】: The package has reached the destination hub, but there is a discrepancy regarding shipping fees, dimensions, weight, or taxes that requires manual verification.

*【Flight Delayed】: Due to weather or airline schedule adjustments, we will update the estimated departure time as soon as it is confirmed.

*【Random Customs Inspection】: The package has been selected by customs for inspection. This typically adds 3–10 working days to the delivery time. Please wait patiently for release.

*【Package Abnormality - On Hold】: There is an issue with the package contents or documentation. Please contact our Customer Service immediately via LINE (ID: @lgg6811g)

Doubts Regarding Package Weight and Dimensions?

If you have questions regarding your shipping charges, weight, or volumetric measurements, please refer to the following guide:

I. How to Verify Your Shipping Fees

1.Shipping Calculator: Go to 【Consolidation Tracking】 to check the weight and dimensions (LWH) of your tracking number. Enter these figures into the [Shipping Estimate Calculator] on our website to verify the calculation.

2.Rewards & Discounts: Check if your VIP reward points or discount codes have been applied to your account balance.

3.Rate Details: For base rates, weight increments, and "Value-Added Service" fees, please select your specific country on our homepage for a detailed breakdown.

II. Why is the Warehouse Weight Different from the Seller's?

1.Seller Discrepancies: To save on domestic shipping costs, some sellers may under-report the weight (often by 0.5–2 lbs).

2.Standardized Weighing: Our warehouse uses professional scales upon arrival. All packages (whether consolidated or not) are re-weighed before final dispatch.

3.Request Re-measurement: If you suspect an error, you may select "Request Inspection."

*The warehouse will re-weigh and re-measure the dimensions (LWH).

*Note: A fee applies for inspection. However, if the warehouse is found to be in error, the TWD 30 weighing fee will be waived (other inspection fees for goods still apply).

III. Why Does Weight/Volume Increase After Consolidation?

Consolidation is not just a simple sum of weights. Your total may increase due to:

*Packaging Upgrades: If original items arrived in thin plastic bags or soft boxes, we must use a sturdy outer carton to protect them during international transit.

*Protective Materials: Bubble wrap and padding added to prevent damage will add slight weight.

*Box Constraints: While we strive to "cut down" boxes to save space, it is impossible to find a box that fits every unique combination perfectly.

*Fragile Goods: Reinforcements for fragile items significantly increase weight. Damage to fragile items is non-compensable.

Pro Tip: If you are extremely concerned about weight increases, we recommend avoiding consolidation or asking your seller to pack the items securely in a single box before shipping.

IV. Volumetric Weight (Dim Weight) Issues

1.Light but Bulky Items: If a package is large but very light, it will be charged based on its volume (LWH).

2.Inflexible Packaging: If a seller's original box is oversized and cannot be dismantled, we must charge based on those dimensions.

3.Consolidation Limits: If no perfectly sized box is available for your multiple items, the remaining "empty" space in the larger box still counts toward the volume.

V. Why was my Consolidated Order split into multiple boxes?

Our staff may decide to split a shipment if:

*Safety: It exceeds the maximum weight or size limit for that specific shipping route.

*Protection: To prevent heavy items from crushing fragile ones within the same box.

VI. Final Solution: Re-verification at Taipei Warehouse

If you still have strong doubts about the measurements from the overseas warehouse:

1.Pay & Ship First: We recommend paying the fee to get the package moving so you don't miss your delivery.

2.Notify Customer Service: Contact our Line@ Support before the package arrives in Taiwan to request a "Re-measurement at Taipei Warehouse."

3.No Post-Receipt Claims: Once you have signed for the package without a prior request for re-measurement, the fees are considered final. We do not accept personal measurements taken after delivery as a basis for refunds.

To ensure your packages are dispatched from the overseas warehouse without delay, please follow these instructions regarding "When" and "How" to pay.

I. How to Make a Payment?

1.Operating Path: Log in to the 【Red Sea International Logistics】 system ➔ Go to 【I want to Pay】 ➔ Select your preferred "Payment Method" and "Currency."

2.Recommended Method: We highly recommend using "SinoPac Bank WebATM (TWD)". This method is directly integrated with our system; your top-up will be credited automatically without manual verification.

3.Manual Reporting: If you choose other transfer methods (e.g., standard ATM or foreign currency), you must return to the system to fill in the "Amount" and "Account Info." Our accounting team will manually verify these during office hours.

4.Automatic Deduction: You do not need to manually pay for each individual waybill. As long as your account balance is sufficient, the system will automatically deduct the shipping fee before the package is dispatched.

II. When Will I Know the Shipping Costs?

1.Fee Generation: Once your waybill is created and the overseas warehouse has processed (weighed/measured) your package, the shipping fee will be generated.

2.Check Balance Due: Log in to the system ➔ Click 【Accounts Payable Inquiry】 to view your current outstanding fees.

3.Top-up Timing: Once you see the amount, please top up your account balance immediately following the instructions in "Section I" above.

III. How to Track My Shipment?

You can track real-time updates via your mobile device at any stage:

*Overseas Stage: View warehouse receipt status and air freight booking updates.

*Customs Stage: Once the cargo arrives in Taiwan, the airline will notify Customs. You will receive a notification via the 【EZWAY App】 for real-time authentication—please click to confirm promptly.

*Domestic Stage: Our Taipei warehouse team handles the bulk pickup at Taoyuan Airport. After sorting, your package will be handed over to a local courier for doorstep delivery.

*Real-time Tracking: Use the 【Waybill Tracking】 feature in the system for the most accurate location data.

Professional Reminders

*Pre-funding: To prevent your package from being held at the overseas warehouse due to insufficient funds, we recommend topping up your account before your items arrive at the warehouse.

*Reference: For more details, please refer to FAQ sections G2 (Top-up Methods).

K5. Doubts Regarding Weight or Volumetric Charges?

If you feel you have been overcharged for weight or dimensions, please refer to the following explanations regarding our measurement and billing standards:

I. Why is the Warehouse Weight Different from the Seller's?

1.Dual Verification Process: Every package is weighed upon "Inbound Receipt" at the overseas warehouse and re-verified during "Final Outbound Processing."

2.Standard of Measurement: All shipping charges are based strictly on the results from our professional industrial scales.

3.Taipei Verification: If you still have doubts after the package arrives in Taiwan, you may contact customer service to request a free re-measurement check at our Taipei warehouse (must be requested before final delivery).

II. Understanding & Avoiding Excess Volumetric Charges

Volumetric weight (Dim Weight) is an international airline standard for "large but light" packages. Here is why excess charges may occur:

1.Protective Packaging vs. Volume:

*If a seller’s original box is too soft or damaged, the warehouse will proactively replace it with a sturdier reinforced box to protect your goods. This may slightly increase the dimensions.

*When "Consolidating" multiple packages, if a perfectly sized box is unavailable, any necessary padding or structural space will count toward the volume.

2.The Risks of Consolidation: Consolidation does not guarantee a reduction in weight. If original items arrived in plastic mailers, they must be moved into a large cardboard box for consolidation, which increases both the physical weight and the volumetric size.

3.Airline Regulations: Airlines charge strictly for the space occupied on an aircraft. While we provide a "Volumetric Discount Allowance" to absorb some of these costs, any volume exceeding this threshold must be charged accordingly.

III. How to Minimize Excess Volumetric Fees

*Source Management: Request your seller or shopping assistant to pack items tightly and securely to eliminate unnecessary air pockets.

1. Confirmation: We will first confirm if our overseas personal shoppers can fulfill the purchase.
2. Notification: If only partial quantity is available, we will notify you to confirm if you wish to proceed with the purchase.
3. Payment: Confirm the total purchase amount and top up your account via the "I Want to Pay" (我要付款) feature in the system.
   • Requirement: Funds must be transferred from your own bank account to your "Member Information" (會員訊息).
4. Verification: Please upload the front and back of your Government ID to the "Member System" for identity verification.

1. Top-up Requirement: Please ensure your member account has sufficient balance. Payment will be processed after the goods arrive at the Red Sea (紅海) consolidation warehouse.
2. Remittance: Our overseas shoppers will remit payment to the seller. This service is strictly for physical goods that must be inspected and shipped by the Red Sea consolidation warehouse.

1. Unsuccessful Orders: No purchasing fee will be charged if the order cannot be placed.
   • The amount will first be refunded to your member account. If a bank withdrawal is requested, it will be returned to the original remitting account.
   • A bank processing fee of TWD 30 will apply.
2. Returns & Cancellations: * Once the shopper has placed the order, returns are not accepted.
   • If a return is requested after the package has entered the warehouse, it will follow our standard return procedure.
   • Purchasing fees, logistics fees, and inspection fees are non-refundable. * All returns are subject to the seller’s specific return policy.
3. Anti-Fraud Policy: To prevent fraudulent activity and money laundering, any suspicious behavior will be reported to the police immediately.

1. Refer to the Q&A section for 【G3. Overseas Warehouse Purchasing and Payment Assistance】
2. Refer to point 11 of the 【New User Guide】 【Purchasing Assistance】

To enjoy discounted shipping rates and exclusive services, please follow the steps below to upgrade your membership level.

I. Preparation Before Upgrading

*Sufficient Balance: Ensure your account has sufficient funds to cover the upgrade fee for your chosen level.

*Review Benefits: We recommend visiting the 【User Guide】 → 【13. VIP Membership Benefits】 to compare the discounts for each level (Red Q, Red K, or Red 9).

II. Upgrade Steps

1.Navigate: Log in to the system → Go to 【My Messages】 → Click 【Member Information】.

2.Request Upgrade: In the "Membership Level" section, click the button [I want to become a Logistics VIP].

3.Select Level: Check the box for your desired level (e.g., Red Q, Red K, or Red 9).

4.Automatic Deduction: Upon confirmation, the system will prioritize deducting your "Logistics Reward Points" first. Any remaining balance required will be deducted from your account funds.

5.Notify Support: Once completed, please notify our Line customer service team. We will verify and activate your VIP status as soon as possible.

Important Notes

*Points First: When upgrading to Red Q, Red K, or Red 9, the system automatically uses your available reward points toward the fee.

*Strategic Choice: Choose the level that best fits your monthly shipping volume to maximize your savings on international freight.

Post-Saloes Dispute Guide

To protect your rights, please ensure you record a continuous unboxing video from the moment you receive your package. If you find items are missing, please follow these steps:

Step 1: Self-Verification

Before contacting customer service, please verify the following with your seller:

*Order Review: Check the seller's order details to confirm the item names and quantities.

*Shipping Details: Verify the number of parcels sent and the total weight registered by the seller.

*Seller Communication: If the seller missed an item, please contact them via Email or chat to request a reshipment or refund.

Step 2: Logistics & Warehouse Check

If the seller insists all items were shipped, our customer service will help verify our internal records:

*Weight Comparison: We will cross-check the Inbound Weight (when it arrived at our warehouse) vs. the Outbound Weight (when it was shipped to you).

*Service Check: Did you select the "Inspection & Counting Service" for this order?

Note: Without this service, our warehouse only performs random checks for prohibited or customs-restricted items and is not responsible for itemized counting.

Step 3: Request for Warehouse Surveillance Footage

If you require our staff to manually review the packing video, the following terms apply:

Important Reminders

*Video Requirements: The unboxing video must clearly show the tracking number and must be unedited, with all items staying within the camera frame.

*Technical Limitations: In areas where surveillance is not mandatory (non-essential zones), we will use digital inbound/outbound records to assist your claim.

• Asia: 2–3 days.
• Americas, Europe, & Australia: 3–4 days.

1. Refer to the Homepage:

• Mobile/Tablet: Tap the [three-bar menu icon] (hamburger menu) at the top left.

• PC/Desktop: Click the [Red Sea Logistics] logo/function at the top left.

2. Navigate to Address:

• Select [Warehouse Address], then choose the [Country] you wish to ship from.

3. Choose your Warehouse:

• Select the most suitable warehouse and read the provided instructions/guidelines.