The 10 questions we hear most from new clients. Pulled directly from real conversations.
What information do you need to give me an accurate quote?
Seven things: origin city in China, destination city/postcode, product name and ideally an image, weight and volume (carton dimensions in cm and total cartons), trade term (EXW/FOB/DDP), approximate ready date, and any special requirements (battery, fragile, dangerous goods, oversize).
How fast do you respond to quote requests?
During business hours we acknowledge within 30 minutes and provide a binding all-in quote within 2 hours. After hours, we respond by the next business morning at latest. WhatsApp is the fastest channel.
What happens if my cargo is held by customs?
Our customs team immediately gathers supplementary documentation, coordinates with the destination broker, and escalates with the customs officer. Most detentions are resolved in 24–72 hours without additional duty penalty.
Are there any hidden destination fees in your DDP quote?
No. Our DDP quote includes freight, fuel, security, export and import clearance, duty, GST/VAT, and door delivery. If the duty rate or assessed value changes after we quote, we cover the difference in writing.
Can you ship products containing lithium batteries?
Yes. We have IATA-compliant channels for lithium-ion and lithium-metal batteries (UN3480, UN3481, UN3090, UN3091) including pure battery, battery-in-equipment, and battery-with-equipment. Send us the battery spec sheet and we'll quote the right channel.
How are payment terms typically arranged?
Standard payment is bank transfer, prepaid before cargo dispatch. For repeat clients we offer flexible terms — typically 50% on booking, 50% on delivery. We accept USD, CNY, AUD and EUR. Wise / Payoneer also supported for smaller invoices.
Do you offer cargo insurance?
Yes. All-risk marine and air cargo insurance is available at 0.3–0.6% of declared cargo value, covering door-to-door (per ICC Clause A). Strongly recommended for shipments above USD 5,000 declared value, or for fragile/branded/high-value cargo.
Can you handle Amazon FBA shipments with FNSKU labeling?
Yes. Complete FBA prep — FNSKU labeling, shipping labels, pallet labeling, carton spec verification, country-of-origin labels, and appointment booking — for FBA warehouses in AU, US, UK, DE, FR, ES, IT, JP and CA.
What is the difference between actual weight and volumetric weight?
For air freight and express, you pay on chargeable weight = the greater of actual weight or volumetric weight. Volumetric formula: L × W × H (cm) ÷ 6000 for air freight, or ÷ 5000 for express. For sea freight, weight rarely matters — you pay by CBM or container.
Do you provide real-time tracking?
Yes. Status updates at every milestone (booking confirmed, pickup, export filed, departure, arrival, customs cleared, delivery) pushed directly to your WhatsApp, WeChat or email. No portal login required, no chasing for updates.
