FAQ

C13. When Ordering on a Website, the System Doesn't Allow Me to Put My Member ID Behind the Warehouse Address. What Should I Do?

Try entering your member ID in any available text fields, such as the name field, address field 1, address field 2, or remarks.
Before the items are stored in the warehouse, go to "Add Order" and fill in a Pre Stock In order or Preorder. When the warehouse received the package, it will be automatically stocked in to your account.
If the seller notifies you that the items have been stored in the warehouse before you can Pre Stock In or Preorder, you can check in the "Unclaimed Packages" area of Package Status Inquiry.

C14. Need help in checking the contents of the packages?

A. Inspection:
Apply for the inspection in the Package Status Inquiry before the shipping order is generated.
No inspections are accepted after the shipping order is generated.
You can notify our customer service to recheck the weight/dimensions after the package has returned to the Taipei warehouse (TPE).
Please ensure that your account balance is sufficient before inspection.
 
B. Inspection Service Details
International Warehouses:
  • Inspection service is charged based on the number of photos, base fee: NT$150, fee may be different based on each warehouse's professional opinion.
  1. Photo of the package label 
  2. Photo of the package contents as they have been packed by the shipper
  3. Group photo of all items (clarity not guaranteed).
  4. Surface inspection of associated items, severe damage will be notified separately. However, no assessment of new or used, color differences, sizes, minor damages or usable items, authenticity, or functionality testing is done. Judgment is based solely on the provided photos.
  5. Additional photos can be taken by special request. Please specify what is needed. Each photo can only capture one need, and an additional fee of 60 per photo will be charged.
  6. Contents cannot be modified after payment. Inspection is considered a warehouse service, and no refunds are possible after warehouse photos have been taken.
Reminder:
  • Inspection does not help authenticate items or determine newness of items.The warehouse only photographs what is received.
  • The fee is a local warehouse labor charge and is non-refundable.
  • Damage discovered during inspection will be photographed and notified.
  • Damage or partial loss during transportation falls under the transportation agreement rules and is not eligible for refund or compensation.
  • Insurance is available with general reinforcement and waterproof measures.
  • Packaging materials are not restored to their original state after inspection; additional reinforcement services can be selected.
  • The warehouse has the right to refuse inspection or provide a separate quote based on your request or the difficulty of the items.
C. No Compensation for Damages or Missing Items After You Receive the Goods:
Local staff do not provide refunds after inspection; damages or missing items during transportation are not the responsibility of local staff.
Taipei staff only act as intermediaries for fees to be handed over to overseas warehouses. As mentioned above, no further requests or compensation will be accepted, so please be aware to avoid misunderstandings.
After inspection completion, please review your inspection results.
If you are concerned about package loss, insurance can be purchased.

C15. Can you help confirm if the package is mine?


Yes, please inform the customer service staff to contact the warehouse personnel again to obtain the logistics label image, but no unpacking will be performed.

 

 

C16. Can you help remove and discard the outer box of shoes?

The removal of advertisements/shoe boxes is free of charge (except for JPD warehouse).
You can choose this option when filling out a new shipping order.
Items should be able to withstand pressure.
It's suitable for self-use, durable, and can be compressed, such as slipper products.
No compensation will be provided for any damage or breakage during transportation.
If the warehouse does not remove or discard the shoebox, no logistics points will be refunded. If there are material volume charges, they will be refunded. No other refunds or compensation will be provided.


 

C17. Can you help send my package back in its original box?

Original box forwarding without reinforcement: No charge, no disassembly, no reinforcement, no consolidation.
[Original Box Forwarding]: Due to various packaging issues from foreign sellers, to avoid disputes, please be aware that:
You can choose this option when filling out a new shipping order under the 【Value-added Service】 section.
Volume (material) discounts are not applicable, shipping fee is based on whichever is higher, actual weight or volumetric weight.
Regardless of whether the transportation route includes tariffs, if tariffs are applicable, they must be self-paid.
Sending in the original box indicates shipping without consolidation or reinforcement. If the outer box is replaced or consolidated, compensation will be 50 logistics points, and no refunds will be provided.
*Limited to routes without tariffs; tariffs are self-paid.
We recommend selecting "Waterproof Packaging"
Note: If you insist on selecting reinforcement and consolidation services, this may contradict "original box forwarding without reinforcement." It means agreeing that the staff will decide how to proceed, and members waive their self-selection. The system may charge fees. If the selected value-added service is not performed, it can be refunded, but no compensation or subsidy will be provided.
Damage during transportation due to insufficient sturdiness of the original box is not compensated. If the original box is only wrapped in a plastic bag, we have the right to add an outer box, and any resulting weight difference is the customer's responsibility.
Possible scenarios, including reinforcement increasing volume and damaging the original box, consolidation damaging the original box, and any additional charges incurred due to increased volume as a result of insistence on these options are non-refundable (such as consolidation, which is determined by the warehouse).
Once the shipping order is generated and packing is completed, no modifications or cancellations will be accepted.
Generating the shipping order indicates agreement with the above instructions.

 

 

C18. How to prevent rain from damaging the package?

Waterproofing the Outer Box: Basic fee per box is in logistics points.
When filling out a new shipping order, you can choose this option under the "Value-added Service" section.
Sum of three sides within 36 inches (90 cm), 30 logistics points are charged. For each additional inch (2.5 cm) beyond this, 1 logistics point is added (charges are based on the fees of each warehouse).
The outer box is sealed with two layers of PE film or wrapped with plastic bags sealed with tape to prevent damage from rainy weather. The warehouse will attempt to decrease the size of the packages to prevent volumetric weight fee.
If not done, a full refund of the fee will be issued.
No additional compensation can be requested for damage to the outer box and contents.
We provide insurance for loss and damage of Taiwan domestic express packages up to NT$10,000, which must be processed according to the regulations of the express company. For detailed procedures, you can refer to the explanations in the Q&A section.
 
Note: The fee mentioned above is charged per box and serves as a measure to protect your package from rain and potential damage. It includes applying waterproof measures to the outer box to minimize the risk during transportation.

C19. Can you help reinforce the packaging?

Reinforcement:

When filling out a new shipping order, you can choose this option in the Value Added Services section.
The fee is charged per box.
1. It is based on the sum of the three sides (length + width + height) and is collected in fixed logistics points for every 1 cm or 1 inch.

2. Work details:

a. Check on the spot whether the internal goods have obvious damage and if the outer box is damaged (if damaged, photos of the outer box will be taken, and you will be notified). However, there is no guarantee that the goods will be received intact.

b. Overseas warehouses will try to reduce the size of the box, and it may be necessary to change the outer box.
c. Reinforce the inner box with solid fillings for the entire box, using packaging materials, cardboard, bubble wrap, paper, etc. (not for individual items).
d. If there is obvious damage to the appearance of the goods, you will be notified if possible.

3. Additional calculations apply if the dimensions exceed 175 cm, and customer service should be notified.

4. Glass products, fragile items, food, liquids with leakage, breakage, or usable items cannot claim compensation.
 
Special Reinforcement:
When filling out a new shipping order, you can choose this option in the Value Added Services section.
Applies to packages with the sum of its dimensions under 120 cm.
If there is obvious damage to the appearance of the goods, you will be notified if possible.
Applicable to high-value or fragile items. It involves adding bubble wrap to individual items for reinforcement, strengthening the outer box, and internal reinforcement. This service is designed for electronics, fragile items, watches, high-value items, cosmetics, and skincare products.
1. The same restrictions apply regarding items like glass products, fragile items, food, liquids with leakage, breakage, or usable items—they cannot claim compensation.
2. If not done, the logistics points charged for reinforcement will be refunded, but if internal items are damaged as a result, compensation of 50 logistics points will be provided. No cash refunds and no other compensation will be provided.
For items exceeding 120 cm or having irregular shapes, a separate quotation will be provided. Customer service should be informed in advance.
 
Note: The fee explanations provided above are for reference only. Please refer to the "Fee Description" on the official website homepage for the accurate fee details for each country's warehouse.

C20. Why can't I simply reject the package upon delivery for a return?

When courier companies and postal services deliver goods to the warehouse, they arrive in large quantities, making it impractical to individually identify and process rejected packages.
If you wish to return an item, please contact the seller to request them to stop the shipment.
In the event that interception is not possible, and the goods have already been received at the consolidation warehouse, you can initiate the return process after the items are stored. Go to the "Package Status Inquiry" section and fill out the return form by selecting "Package Return"

 

C21. How can I proceed with returns?

How to request a return from consolidation warehouse?
Contact the manufacturer/seller from which you made the purchase and obtain a prepaid return label if possible.
Go to the "Package Status Inquiry" section and click on the "Package Return" option.
Choose the warehouse and local courier number, then click on "Search" or "Add New" to find the package you want to return by entering the courier number.
Upload the prepaid return label provided by the manufacturer or website. This label includes the necessary information for the return process. If a return label was not provided, please enter all information needed to ship back to the sender.
Pay the return processing fee, which includes the return handling fee and local courier fee if needed.
Once the payment is completed, the return process will be initiated. The items will be shipped back to the manufacturer after the payment is confirmed.
Check the return processing fee by clicking on the homepage, selecting the country, and scrolling down to "Warehouse Prices" and then "Return Fees."
When returning multiple packages, each package will be processed individually for returns, without consolidation.
Local Courier Fee: If the seller provides a prepaid return label, no additional courier fee is charged. If a return label is not provided, a local courier fee will be charged, and you will be notified after the process is completed.
Packages that are returned do not qualify for loss or damage insurance. If loss or damage does occur:
  1. The compensation and process time must be based on whether the local shipping company is willing to compensate and the compensation amount.
  2. Returns in other countries are naturally slower, especially due to slow response times, please be patient.
  3. Any demands for rapid completion from the overseas warehouse staff will not actually speed up the process.
  4. After assisting you in contacting and completing the process, we will transfer the matter to you to communicate directly with the shipping company.
  5. Additional services may incur extra charges, which will be billed to you.
  6. We do not undertake activities such as filing complaints or legal proceedings on your behalf.
  7. Uncertainties in the personnel and processes during the return shipping make control extremely difficult. We ask for your understanding.
  8. If concerned, you can also arrange for a shipping company to pick up the package on your behalf.
  9. Generating the return form implies acceptance of the above explanations.

C22. Can I shop at supermarkets or stores and have the items delivered to the warehouse?

A. Online Supermarket Purchases:
Include your membership number when filling out the order (you can add it behind the address, in the name, or in the remarks).
Provide a logistics number; however, if this is not available, ensure detailed order information is provided to avoid complications.
B. Supermarket's Delivery: The supermarket delivers directly to the warehouse with minimal or no packaging, often leaving items without signatures and not notifying warehouse personnel that they have arrived.
 
You must specify the quantity and items in the order when applying for an order.
Membership number must be written on the order under "Instructions" or “Notes”
Warehouse personnel will not do an inventory check, quality inspection, or return. Insurance for supermarket deliveries are not accepted.
Items will be packed into boxes.
Loss, damage, missing items, or wrong products are not covered; contact the seller directly.
It is recommended for overseas customers to receive the items first then ship to the overseas warehouse.
Problems may occur for supermarket deliveries, we are not responsible and cannot be requested for compensation or services.
*Items from multiple supermarkets may be packed together, and orders from the same supermarket but from different customers may be packed together.
In case of receiving items not belonging to your order, please notify customer service.
 
C. Fees and Serviced Countries: USA, Canada, UK, Australia
Charge: TWD 400 per box, within 150 cm in size, including one outer box, simple packaging without verifying items.
Please note that items are generally voluminous or lightweight, and there may be volumetric weight charges.
Deliveries may be left outside the door in plastic bags, unattended.
Supermarkets like Woolworths in Australia, ASA, TESCO in the UK, and major supermarkets in the USA, Canada, UK, and Australia often lack outer packaging.
Disputes may arise; members are responsible for any loss, damage, missing items, or wrong products.
 
Important Notes:
Disputes may arise; members are responsible for any loss, damage, missing items, or wrong products.
In case of receiving items not belonging to your order, notify customer service and return within 3 working days.
Local supermarkets or stores' own delivery services cater to local community households, and they may charge additional fees for repackaging, internal reinforcement, and waterproofing.
If you discover damaged or missing items upon receiving your package, contact the seller directly; we do not provide any further services or request compensation from local courier companies.
Any damage or missing items are not notified in advance and are not our responsibility.
Detailed order information must be provided in advance to allow our staff to pay special attention. Additional packaging fees may apply.
Please note: The establishment of an order implies agreement with the above stated content.

C23. Can the warehouse receive overseas packages?

Countries and Warehouses that can receive overseas packages:
USA: BDE, BOM
Canada: CAS
UK: EMA, please read the section D in the transport route information carefully for handling procedures
Australia: AUM, AUX
Malaysia: MLX
Thailand: TTM
Hong Kong: HKK
Taiwan: TPE
Please note the process and fees for package reception:
Notify customer service before the package arrives at the warehouse. Provide detailed shipping information and invoices.
Prepay 30% of the total value of cross-border packages.
A processing fee of TWD 200 per occurrence will be charged by the UK warehouse.
Make sure your account balance is sufficient, otherwise the warehouse may refuse the package, and the processing fee will still apply.

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.

E1. Can perfumes be shipped back to Taiwan? What about customs duties?

 
Shipping regulations for perfumes from the UK:
Due to the constant changing regulations and policies regarding perfume imports, please contact our customer service for the most recent updates.

E2. Are there restrictions on forwarding health supplements and food?

A must-read for overseas online shopping: The new regulations for shipping health supplements back to Taiwan in 2022.
Import regulations for health supplements/medicines for personal use:
A. Restrictions for individual importers:
For non-prescription drugs, the quantity limit is 12 bottles (boxes, cans, packs, or bags) per type, not exceeding a total of 36 bottles (boxes, cans, packs, or bags, limited to original packaging).
Mixing different health products is allowed, with a maximum of 36 cans/bottles per box.
Products should not contain meat ingredients.
Pet health products are subject to the same restrictions as for humans.
If exceeded, we reserve the right but are not obligated to assist with splitting orders.
Note: For infant formula and baby food, a personal-use medicine special import application must not exceed 30 kilograms.
 
B. If the ingredients are confirmed to be for medicinal purposes, they must comply with regulations set by the Ministry of Health and Welfare:
Sending small quantities of drugs for personal use:
Hair growth products: up to 12 bottles.
  • Exceeding the following dosage limits will be considered medication:
  • Please pay attention to the dosage. If purchasing exceeds 2 bottles before importation, a personal-use medicine special import application or calling 02-27878000 is required.
  • Each type is limited to 12 bottles (boxes, cans, packs, or bags), not exceeding a total of 36 bottles (boxes, cans, packs, or bags, limited to original packaging).

 

C. What are the ingredients recognized as drugs in foreign countries but classified as drugs in Taiwan (commonly seen)?
Regardless of dosage, a personal-use medicine special import application or calling 02-27878000 is required before importing to Taiwan.
Each type is limited to 12 bottles (boxes, cans, packs, or bags), not exceeding a total of 36 bottles (boxes, cans, packs, or bags, limited to original packaging).
The below items cannot exceed 12 items (bottles, boxes, bags, etc) OR 1,200 capsules/tablets/etc per package
 
D. For any clarification, please refer to the Ministry of Health and Welfare's inquiry service.
Even if pet food does not contain meat ingredients, it must be declared to the Animal and Plant Inspection Bureau for quarantine.
Products classified as drugs or weight loss/potency products require an FDA application for personal use: Ministry of Health and Welfare.
Note: With increased customs inspection rates in Taiwan recently, if a package is inspected by customs, regardless of the quantity of drug ingredients, an import application may be required. Please call 02-27878000.
 
E. Caution for prohibited or controlled drugs (involving legal issues):
When purchasing from overseas, check whether the product contains controlled or prohibited drug ingredients.
Sending products containing these ingredients to Taiwan by airmail or courier may result in legal issues, so please be cautious.
Commonly seen prohibited or controlled drug ingredients include:
Cannabis, Yohimbine, Horny Goat Weed, Barbital, Zolpidem, Flunitrazepam, Chlordiazepoxide, Cocaine, Heroin, Opium, Morphine, Fentanyl, Methadone, Opium poppy, Pethidine, Tetrahydrocannabinols, Ephedrine, Khat.
For detailed information on controlled drugs, please refer to the Food and Drug Administration website: Controlled Drug Classification and Item Inquiry.
 
Chinese medicinal ingredients:
Each Chinese medicinal ingredient is limited to 1 kilogram, with a maximum of 12 types.
 
Regular food/ingredients:
A. Important Notice:
Due to the high risk of African swine fever from the importation of pork products through international mail, the Council of Agriculture has announced penalty measures for violating mail parcels starting from the 20th. The first offense will result in a fine of 200,000 TWD, and the second offense (including subsequent offenses) will result in a fine of 1 million TWD.
B. Restriction regulations: Any edible food
Must be registered with real-name authentication using the EZWAY App by each import declarant.
The weight limit per package for each importing declarant is 6kg.
The products cannot contain meat, fish, or animal oil.
Please click here to apply for a personal-use medicine special import or call 02-27878000.
Full penalties will be imposed on senders and import declarants who violate the above regulations.

E3. How to distinguish and purchase Japanese pharmaceuticals of classes 1, 2, and 3?

When it comes to classifying pharmaceuticals based on packaging in Japan, there are five categories, ranked according to the degree of efficacy and side effects: Prescription Drugs ≥ Class 1 Pharmaceuticals > Designated Class 2 Pharmaceuticals ≥ Class 2 Pharmaceuticals > Class 3 Pharmaceuticals.
*The most significant way to differentiate Designated Class 2 Pharmaceuticals from Class 2 Pharmaceuticals on the packaging is whether the "2" is enclosed in a square box (□).
Explanation of Class 3 Pharmaceuticals as general health supplements:
  • Non-prescription drugs: The quantity limit for each type should not exceed 12 bottles or 12 tubes or a total of 1200 tablets.
  • Mixing with other health supplements: Each box cannot exceed 36 cans/bottles.
Explanation of Class 2 (Designated) Pharmaceuticals as general health supplements with pharmacological effects:
  • Non-prescription drugs: The quantity limit for each type should not exceed 12 bottles or 12 tubes or a total of 1200 tablets.
  • Mixing with other health supplements: Each box cannot exceed 36 cans/bottles.

Alternatively, for sending limited quantities of pharmaceuticals for personal use through customs:

  • Limited to 2 bottles (boxes) per type, with a maximum of 6 types (12 bottles) in total.
Friendly reminder:
Exceeding the following listed dosages will be considered pharmaceuticals:
Please pay attention to the dosage. If purchasing exceeds 2 bottles, an import consent form is required:
*The most significant way to differentiate Designated Class 2 Pharmaceuticals from Class 2 Pharmaceuticals on the packaging is whether the "2" is enclosed in a square box (□).
 
Friendly reminder: The following products cannot be shipped back to Taiwan. Please be aware.
For further information, please visit:
https://www.tcsb.gov.tw/cp-42-2173-739f6-1.html
Can individuals import mosquito repellent patches, mosquito repellent liquids, and other environmental pharmaceutical products by themselves?
According to Article 9 of the Environmental Pharmaceutical Management Act, individuals can import a small amount of environmental pharmaceuticals for personal use when traveling abroad as carry-on luggage. Importation of environmental pharmaceuticals by methods such as air travel, sea freight, or express mail is not allowed.

E4. What to do if there are problems such as missing items or damages upon receiving the package?

Shortages upon Receipt:
Self-Assessment:
  • Record a video and take clear photos before unpacking the parcel.
  • Compare the weight of the parcel upon arrival with the shipping weight stated by the seller.
  • Notify the Taipei warehouse in advance to verify the weight upon shipment.
  • For consolidated packages, add up the weights of individual packages and deduct the weight of the boxes.
  • Check the purchase receipt for the shipping process confirmation.
  • Notify the seller immediately if any items are missing, even if the receipt indicates otherwise.
  • If detailed inspection is requested, verify the provided information before contacting customer service.
  • Type out the above information and send it along with photos to customer service for further assistance.
  • No Detailed Inspection Requested:
    • Warehouse staff will follow standard packing procedures for consolidated or individual boxes.
    • Internal inspection of goods for completeness or damages will not be conducted.
    • If there's a need to open boxes, it will be solely to check for prohibited items.
    • Splitting boxes will be done according to customs regulations or professional judgment.
    • Our responsibility is for parcel transportation, not for internal quantity or quality verification.
    • No further explanations or compensation requests will be accepted.
Damages or Shortages Detected in Taipei Warehouse or Upon Delivery:
Notify the Seller: Inform the seller immediately about the damaged items, as sellers typically compensate for such issues.
Request the seller to reinforce the parcel to withstand international shipping.
Damages in Taiwan:
  • Damages incurred after delivery by airlines or customs clearance in Taiwan are not eligible for compensation.
  • Airlines or customs may notify about damages during inspection.
  • Notification may also occur during inspection by clearance and shipping agents.
  • We can only assist in providing information, and effective action requires the owner's direct contact.
  • It's recommended to arrange insurance with a local company in Taiwan. However, our insurance covers entire parcel loss, not partial loss or damage.
Exclusions from Compensation in Taipei Warehouse:
  • During Air Transport:
    • No compensation for damages incurred during air transport, foreign airport inspections, or customs seizures without provided documentation.
    • Our packing principle aims to prevent water splashes. Hence, no compensation for damages caused by rainwater exposure during customs inspection waits.
    • Damage due to insufficiently sturdy packaging or customs inspection will not be compensated, and insurance coverage does not apply.
  • On-Site Pickup:
    • It's the customer's responsibility to inspect the contents on-site. Once picked up, no further service or claims will be entertained.
  • Local Delivery in Taiwan:
    • If the package is damaged upon receipt in Taiwan, film the unboxing, retain the original packaging, and directly file a claim with the courier (e.g., Taiwan Post or Kerry TJ Logistics).
  • For domestic delivery in Taiwan, if you find any damage upon receiving, please record an unboxing video, keep the original packaging, and directly contact the delivery company for compensation. Please notify the customer service of the delivery company within 3 days to initiate the compensation application process as soon as possible. Also, please be reminded that we no longer act as intermediaries to apply for compensation on behalf of members. Members are responsible for handling their refunds directly. Furthermore, we provide insurance coverage of up to 10,000 NTD for each shipment for loss or damage. Compensation criteria are determined by the logistics company, and we are no longer involved in the process.
    • For lost parcels packages by insurance, compensation is based on the insured amount. For packages with optional "detailed inspection" and insurance, compensation for partial loss is calculated based on the percentage of weight lost.
    • For packages without insurance, compensation for the entire parcel loss (partial loss or damage claims are not accepted) follows the service contents agreed upon by both parties. Compensation is calculated at twice the weight-based shipping cost.
Explanation for Possible Scenarios:

A. The most common scenario is when the seller ships items incorrectly. First, verify the correctness of the invoice, then contact the seller to inform them of the issue. If the package arrives with visible damage to the outer box, please take photos as evidence and keep them on record. Contact the shipping company to inform them of the situation (since you have already signed for the package), and then notify us for further handling (damage assessment needs to be determined by the courier company).

B. In the process of adding special reinforcement, detailed inspection, and insurance quotation to an order:
*Inspection: Warehouse personnel verify the information you provided or check the items according to the accompanying receipt. Once the inspection is completed and documented in the system, your confirmation and agreement to release the goods from the warehouse indicate the completion of the inspection. Responsibility ends upon the release of the goods from the warehouse, and we are no longer liable for any damage, shortages, or losses during transportation.
*Special Reinforcement and Reinforcement: Warehouse personnel reinforce the protection of the goods. "General Reinforcement" provides protection for the entire parcel but does not cover damage or loss during transportation. If you choose "Special Reinforcement" and the warehouse personnel fail to reinforce, the reinforcement fee must be refunded, but we are not liable for any damage.
*Insured Value Insurance: Compensation is provided only for the entire package loss based on the insured amount, up to a maximum of 50,000 NTD. Premiums exceeding the insured amount are non-refundable, and we do not cover partial losses, shortages, or damages.
C. Original Package Transfer, Changing to Airbags:
*We do not accept reinforcement requests due to difficulties in handling the original package size, and we bear no responsibility for damages during transportation.
D. Process for Orders without Applying for Special Reinforcement, Detailed Inspection, and Insurance Quotation:
*Before signing for receipt: Check the weight and internal condition, and inspect for damages or shortages externally. If any damage is found, request the courier to note it on the receipt and inform us for resolution.
*If damage is discovered after signing (indicating acceptance), notify the courier's customer service and provide photographic evidence internally and externally. Then, send the details to our customer service via Line@lgg6811g for further handling.
E. Discovering Missing Items After Signing for Receipt (Including Items Held by Building Management):
*Take photos of the package before weighing, compare the weights upon receipt and dispatch, and cross-reference the quantity and items with the order confirmation. If discrepancies are found, provide photographic evidence of the order confirmation to our customer service for rechecking at the local warehouse.
*For damaged external boxes or damaged items, take photos, register complaints with the local courier company (using the courier receipt on the box), and wait for inspection or send the items to our company for inspection.
*Provide the complaint case number and damaged packaging and items to our customer service for further processing. Request compensation from the local courier company and prepare personal documents, purchase proofs, and contact information for overseas accounts (to be confirmed).
*It is emphasized again that the process may take 3-6 months for compensation approval (if successful). The amount is uncertain, and updates will be provided without the need for inquiries.
F. Discovering Damages at Overseas Warehouses:
*Members will be notified of damaged goods via photos at no additional cost, and we will continue to arrange for the items to be shipped out.
*Damaged items will be removed, and disposal will occur after 3 days (immediate for food items). Please notify us immediately if there are any concerns.
*Damaged items need to be returned in the box together for repackaging and reinforcement, with additional charges.
*No additional services will be provided, and any associated labor costs will be quoted separately.

E5. Why does my package seem to have been opened?

There are several reasons why a package may appear to have been opened:
Volume Reduction:
  • The original box may have been too large, leading to repackaging to reduce volume.
  • Damaged or Insufficiently Sturdy Packaging:
    • If the original packaging was damaged or not sturdy enough, repackaging may be necessary to ensure the safety of the contents.
  • Inadequate Size of Sturdy Packaging:
    • Sometimes, sturdy packaging may not be available in the appropriate size, leading to the need for repackaging.
  • Consolidation Requirements:
    • Packages may be opened and repackaged together to meet consolidation needs.
  • Splitting Requirements:
    • Customs regulations or specific requirements may necessitate splitting packages for inspection or shipping purposes.
  • Overweight or Oversized Items:
    • If items are overweight or oversized, they may not be suitable for repackaging or consolidation.
  • Professional Judgment:
    • Repackaging decisions are often based on the experience and expertise of professional packers, aimed at protecting your items during transit.
    • While efforts are made to minimize inconvenience, sometimes it may not be possible to preserve the original packaging.
  • It's essential to understand that these actions are taken to protect your items and ensure smooth shipping processes. While efforts are made to preserve the original packaging, it may not always be feasible.

If you have concerns about preserving the original packaging, you can opt for services like "Keep Original Packaging" when filling out the shipping order.

  • However, even with this option, there is no guarantee that the package won't be inspected for prohibited items. 
  • This option does not guarantee any refunds or claims.

Reminders:

Please note that customs may conduct random inspections to check for prohibited items, regardless of the repackaging process.

E6. What to do if customs duties or frequent taxes occur?

Customs Duties and Frequent Taxes:
  • Reasons for Frequent Taxes:
Customs regulations stipulate that individuals are allowed a certain number of tax-free imports per half-year (January to June, July to December).
The limit is set at 6 tax-free imports within a half-year period for items valued at or below 2000NTD.
Exceeding this limit may result in frequent taxes being applied to subsequent imports.
  • Dealing with Customs Duties:
    If random inspections result in customs duties being levied, the recipient is responsible for paying these duties.
    Redsea7 provides a service for advance payment of customs duties on behalf of the recipient to facilitate smooth customs clearance.
    Personal importation into Taiwan typically involves simple declaration without the need for additional customs brokerage fees.
    Formal customs clearance with duty payment is required for certain types of goods, such as tobacco and alcohol.
    Customs inspections may result in package valuation exceeding 2000NTD, triggering customs duties.
Procedure for Packages without Customs Certification:
If the recipient has not completed customs certification, they must provide a "Letter of Authorization" before shipping to Taiwan.
Failure to provide this authorization may result in a higher probability of customs duties being imposed.
A fee of 200NTD will be charged if the package requires a Letter of Authorization after arriving at customs.
Clearance may take longer, typically 7 to 14 days, for packages requiring additional documentation.
 
Payment Methods for Customs Duties:
Redsea7 offers multiple payment methods and currencies for customs duties to facilitate convenience for customers.
Payment options include bank transfers, ATM payments, counter payments, and convenience store payments.
Payments can be made in various currencies, including Taiwanese dollars, US dollars, and Chinese yuan.
 
In summary, if customs duties or frequent taxes occur, recipients should be prepared to pay these fees. Redsea7 offers advance payment services for customs duties and provides multiple payment options for convenience. It's essential to understand the customs regulations and ensure compliance to avoid delays or additional charges.

E7. Will the outer packaging be changed?

When it may be necessary to change the original box:
  • The original box is too large.
  • The original box is damaged or not sturdy enough.
  • The sturdy box is not large enough.
  • Need for consolidating boxes.
  • Need to split boxes as per customs regulations.
  • The package is too heavy or too large to be consolidated with other packages.
These actions are taken to protect your items and are based on the professional packing experience of our experts. We may not be able to achieve perfection, and we ask for your understanding. By generating a shipping order, you agree to let us handle your packages as needed.
If you have concerns, please do not choose to combine boxes. Instead, opt for the "Keep Original Packaging" service whenever possible.
To ensure the original box remains unchanged, select the appropriate option when filling out the new shipping order.
  • Note that the contents may still be inspected for prohibited items.
  • This option does not guarantee the box will remain unchanged, nor does it offer any refunds or compensation.

E8. Does Redsea7 provide compensation for lost packages?

If a package is lost, is there compensation? If you have chosen package insurance, compensation will be provided according to the insured amount once the package has been received from abroad.
 
For packages without insurance, we proactively offer compensation equal to twice the shipping cost (including the original shipping cost), up to a maximum of NTD 3,000.
Additionally, we provide NTD 10,000 insurance for loss or damage during delivery by Taiwanese couriers.
 
Please refer to the "Beginner's Manual" for details on the process of compensation for lost and damaged packages under "Insurance and Compensation" and the specific terms under "Disclaimer and Compensation Terms."

E9. Reasons for Extra Fees

Reasons for Additional Fees
Please note the fees (charged in NTD):
Modifying Shipping Information:
No fee is charged if the Order status is "Stocked In, Awaiting Packaging" and modifications are needed for the sender/consignee/customs declarant/product information.
A fee of NTD 200 will be charged if the Order has been arranged for dispatch and the export/import documents have been processed.
Cancelling an Order:
No fee is charged if the Order is cancelled before it is marked "Stocked In, Awaiting Packaging."
Cancellations are not accepted once the Order has been evaluated or packaged.
Changing Recipient Information:
If a package has been delivered to the destination country but is undelivered or returned, changing the recipient information will incur a handling fee of NTD 200, plus a round-trip shipping fee starting at NTD 100.
Import Without Real-Name Certification:
If the package is not certified via the EZWay App and customs require additional documents ("Case Paper Authorization"), a re-declaration fee of NTD 200 will be charged.
Even if the Tax Included Route is selected, customs duties and fees must be paid by the customer.
Refunds for the difference between the Tax Included Route and the Tax Not Included Route are not allowed.
Incorrect User Information:
If user information on the package label is incorrect and requires warehouse correction, a handling fee of NTD 100 per item will be charged.
Incorrect Declaration Information:
If the provided declaration information is incorrect and the package is returned, a re-declaration handling fee of NTD 2400 will be charged.
For simple declaration at the express warehouse, if the declaration information is incorrect and the package is returned, a re-declaration fee of NTD 200 per item will be charged.
Modifying Sender Information for Taiwanese Logistics Orders:
Modifying sender information for the same batch of goods will incur a document modification fee of NTD 50 (no fee for more than 5 Orders).
Applying for FDA Certification for Personal Use Supplements:
The application fee is NTD 200 (customs duties are additional and must be paid even if the Tax Included Route is selected).
The application must be completed before import.
The fee is non-refundable, regardless of the outcome.
Package Retrieval from Old Warehouse:
If the warehouse relocates and your package is still sent to the old warehouse, assistance in retrieving the package will incur a fee:
Members must provide the package Order with a signature and proof of purchase.
Proof of visit to the old warehouse, including location and package exterior photos, is required.
A retrieval fee of NTD 1500 will be charged regardless of the retrieval outcome or package condition.
Detailed inspection of one package is included; an additional NTD 300 will be charged for each extra package.
No fee will be charged if notification is given within 45 days, but inspection fees apply.
FDA Certification Application:
The application fee for FDA certification of personal use supplements is NTD 200 (customs duties are additional and must be paid even if the Tax Included Route is selected).

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.