For standard shipping rates at our international warehouses, please refer to the "Select Country" section on our Homepage. The following details serve as supplementary information regarding specific service scenarios.

I. Pre-Storage Services (Before Package Arrival)

1. Contacting Sellers Regarding Package Status

Requires pre-payment/top-up. Base fee: NT$150 + Phone charges.

*Service: Calling sellers or delivery drivers on your behalf.

*Requirement: Client must provide detailed purchase and personal information.

*Scope: Limited to task execution and relaying messages.

*Exclusions: No email communication services provided.

*Limits: Maximum of 3 call attempts (regardless of whether the call is answered).

*Note: Phone charges vary by country (usually billed by second/minute). No external billing proof can be provided; warehouse records shall prevail.

2. Package Retrieval (Old Warehouse or Post Office)

If you accidentally ship to our old warehouse address or a post office, retrieval assistance is required.

*Fees: Non-refundable regardless of whether the package is successfully retrieved. Please top up in advance.

*Scope: Staff will visit the old warehouse to inquire with personnel (or new tenants) or check the entrance for packages/courier notices. Photo proof of the visit will be provided.

*Result: Packages found will be checked into the current system; you will be notified if the package is not found.

*Exception: US West (BOM) Warehouse. New tenants at the old location refuse to cooperate. Please contact the seller directly to resolve shipping errors.

Retrieval Fees (Per Package)

3. Free Storage & Overdue Policies

*Free Storage: 25 days (calculated from the day of warehouse entry to the day the waybill is generated).

*Overdue Status: Packages remaining in overseas or Taipei warehouses after 25 days.

*Overdue Fees: Starting from day 26, NT$5 per kg/lb per day per package (Hong Kong: NT$25).

*Maximum Storage: 20 days (Total hold time: 45 days).

*Disposal: Packages stored over 45 days will be treated as abandoned and discarded. No compensation claims will be accepted.

II. Additional Shipping Fees for Remote Areas and Offshore Islands

1. Remote Areas within Taiwan (Main Island):

*An additional fee of NT$100 per package applies.

2. Offshore Islands of Taiwan:

*Size limit: Sum of length, width, and height must not exceed 150 cm.

III. Post-Arrival Services (In-Warehouse)

1. Japan Warehouse: Air Freight (Tokyo) to Sea Freight (Aoki) or vice-versa

a. Transfer Fee (Labor & Transport): NT$280 per package (limited to 20kg or less).

b. Modification Fee: NT$50 per order (non-refundable).

c. Terms: We cannot guarantee the request will be processed in time for specific shipments; fees are non-refundable.

d. Application Window: Apply within 1–3 days after package entry. No compensation is provided for loss during the internal transfer process.

2. Weight, Photography, and Dimensions

a. Standard Procedure: Weight will be recorded; however, photography and dimensional measurements (L x W x H) are not guaranteed.

b. Weight Verification: Weights are recorded upon entry and double-checked during packing. If you still have concerns, we can perform a final verification at our Taipei warehouse free of charge.

c. Specialized Checks: For specific verification needs, please select the "Inspect Goods" service (fees vary by warehouse).

3. Arrival Photography (Currently Free)

a. Availability: This service is not guaranteed for all packages. If a photo was not taken upon arrival, we will not provide one later.

b. Quality: If the external photo is unclear or incomplete, we will not provide a retake.

c. Detailed Photos: For clear images of the actual contents, please select the "Inspect Goods" service.

4. Dimensional Measurement Fees (L x W x H)

a. USA, Canada: 30 per package.

b. Malaysia, Thailand, Hong Kong, Taiwan, Mainland China: 20 per package.

c. Australia, Japan, Korea: 30 per package.

d. United Kingdom: 30 per package.

5. Deliveries from Local Supermarkets or Community Stores

a. Surcharge: An additional NT$120 per item will be charged for outer boxing and packing.

b. Delivery Disclaimer: Since these stores focus on local residential delivery, they often lack tracking numbers and have unstable delivery times (often arriving late at night or outside our business hours). It is the client's responsibility to ensure the seller delivers within our service windows.

c. Protection: We recommend choosing "Inspect Goods" and either "Standard Reinforcement" or "Item-by-Item Reinforcement" to protect your items.

IV. Waybill Generation to Departure

1.Modifying/Canceling Generated Waybills

a.Japan/Korea Warehouse: No changes accepted once generated.

b.Status "Awaiting Packing": Free of charge (success not guaranteed).

c.Status "Pre-screened" or "Packing":

*NT$150 Fee: MY, TH, HK, TW, China, Korea.

*NT$300 Fee: USA, Canada, UK, Australia.

2.Reasons why a waybill may be split into multiple shipments during packing:

a. Exceeding Limits: The items exceed the consolidation warehouse's limits for quantity, dimensions, weight, or total value, making it impossible to merge them into a single shipment.

b. Operational Factors: Decisions made by on-site staff based on available packing materials, shipping safety, and packing efficiency.

c. Regulatory Compliance: Adherence to government import/export regulations regarding weight, size, quantity, and other restricted categories.

d. Customer Action: The sender or recipient may consult customer service to request a rearrangement; otherwise, the shipment will be processed and dispatched as currently split.

2-1. Requirements for Shipper Cooperation:

a. Multiple Recipient Provision: For packages split into multiple waybills, you must provide different local recipients (with EZWAY real-name authentication). These can be friends or family members, provided you have their explicit consent.

b. Assistance with Recipient Shortage: If you cannot provide enough recipients, our company can provide emergency assistance under the following conditions:

*(i) You must pay all customs duties, regardless of whether the chosen shipping route includes or excludes the "Frequent Buyer Tax."

*(ii) A labor fee of NT$50 will be charged for each split waybill.

*(iii) You must formally notify customer service that you request and agree to this assistance.

*(iiii) You bear full responsibility if the package contains items that violate national regulations.

c. Consequences of Insufficient Information: If the goods are scheduled for departure without sufficient recipient information, you must cooperate with providing a Power of Attorney (POA) and proof of purchase if requested by Customs. You assume full liability for all costs and consequences if the goods are returned, seized, penalized, or if legal action is taken.

3.Requesting a transfer (Air to Sea or Sea to Air) at the Japan warehouse after the waybill has been generated:

a. Transfer Fee (Labor & Transportation): NT$280 per package (limited to 20kg or less).

b. Modification Fee: NT$50 per order (non-refundable).

c. No Guarantees: We cannot guarantee the request will be processed in time for specific shipments; both transfer and modification fees are non-refundable.

d. Application Window: Transfer requests must be made within 1–3 days after the package is checked into the warehouse. We assume no liability for compensation if the package is lost during the internal transfer process.

V. Departure to Final Delivery

1.Customs & EZWAY (Taiwan)

*When Customs notifies you via EZWAY, you must click "Declaration Consistent" (申報相符). Delaying this affects the entire batch of packages.

*If unconfirmed within 3 days of our notice (Email/Line/SMS), we will assign a surrogate importer.

*Processing Fee: NT$150. Client pays all taxes, storage, and customs fees.

*Abandonment: After 7 days of non-action, the package is considered abandoned.

2.Import Name Change Fee: From NT$200 (after departure).

3.Address Modification: NT$120 per waybill (success not guaranteed; non-refundable).

4.Taipei Storage: If fees are unpaid, storage is NT$5/kg/day after 7 days. Abandoned after 25 days.

5.Re-delivery Fee: From NT$150 (if the first delivery attempt fails and is returned).