Q: I want to shop online and send the goods to New Zealand through your company. What should I do?

A: First, register on our official website and acquire your personal membership number. Then, when you are shopping online, leave our domestic warehouse address in China and your membership number on the e-commerce website to directly send the goods to our warehouse through the domestic courier company. When all parcels arrive at our warehouse, you can log on to our website to apply for consolidation.

Q: Do you unpack packages?

A: We are now offering a new means for shipping small parcels by sea, namely, Small Parcel Service (SPS), which is charged based on size (without unpacking). The weight threshold of cargo to be shipped is 0.1 CBM, which will be more cost-effective than the previous means of billing for small parcels by sea.

Q: How long is the free storage period?

A: We usually warehouse the cargo for 4 weeks free of charge, and you will also be reminded twice before the storage fee is incurred.

Q: How long is the shipping period? How long does it take to ship by sea?

A: We employ non-stop express ships, and plus the time for bilateral customs clearance, the shipping period is currently around 6-8 weeks.

Q: Is it possible to ship fragile items?

A: Fragile items can be shipped; however, you need to ask the seller to reinforce the packaging. Also, we can provide the service of protecting the parcels with additional wooden frames/cases after the fragile items arrive at the warehouse. Damage to the items during the shipment will not be covered.

Q: Is home delivery available?

A: We have our own delivery teams and provide free delivery to your home within Auckland.

Q: Can I ship foodstuffs?

A: As the range of foodstuffs is too broad and many foodstuffs cannot be shipped without qualified certificates, you may need to provide our customer service reps with pictures and quantities. (Items that are prohibited from shipment include meat, honey, dairy products, and prescription drugs).

Q: Are there any things that need attention? What items can I send? And what can’t I send?

A: We do not accept parcels that are prohibited by customs (including drugs, firearms, ammunition, and prohibited items), following the requirements of New Zealand Customs. Please contact our customer service reps for details. We comply with the laws of both China and New Zealand and are subject to detailed embargoes on the customs official websites. If you have any questions, please refer to the website of New Zealand Customs.ask our customer service reps for specific items.

Q: What is the shipment date?

A: Our order cut-off time is every Thursday (at 4 p.m. NZ time), and we arrange container loading and shipping every Tuesday.

Q: A parcel has been sent to your warehouse and shown signed for, but no warehousing record is shown in the system. Why?

A: Our warehouse colleagues sort and enter the parcels into the system according to their order of entry. The processing period is about 1-2 working days.

Q: How can I pay for my order after submitting it?

A: Each customer will have an exclusive WeChat group for our service. After the warehouse receives the orders, it will parcel the items in order of submission. When the packing is complete, our customer service rep will notify you in the group to make payment.

Q: How much does a case cost?

A: Small Parcel Service is billed according to the actual volume of the cargos equal to the total of the volumes of individual items, which is more cost-effective than charging per case.

Q: How can I pay? Can I pay in RMB?

A: Currently, we accept payment through WeChat, Alipay, and transfers from local New Zealand banks.

Q: What are the working hours?

A: Our working hours are Monday to Friday, 10:00-18:00 NZ time.