常见问题FAQ
1.易客满如何保护买家的个人隐私？
2.易客满通知我提供个人身份信息来进行清关，我不想透露个人信息可以吗？
3.哪些目的国家和地区，进口清关需要提供个人身份信息？
运输目的国家或地区为中国、韩国、台湾的包裹，收件人或购买人需要提供当地海关要求的个人身份信息。易客满会在包裹到达目的地前通知您个人身份信息的提交方式。
4.我每次都需要提供个人身份信息吗？
5.如何保障我的个人信息安全性？
6.我下了订单以后什么时间能够收到包裹？
您收到包裹的运输时效取决于商家与易客满约定的直邮运输服务等级。通常情况，订单成功后1-3天，您的包裹将从商家处运抵易客满海外仓库等候发运。直邮运输时效请参见易客满官网企业服务栏目的产品说明。
7.我可以通过哪些方式查询包裹状态？
您可直接在www.ecmsglobal.com官网查询包裹状态。您可电话、QQ、微信联系易客满目的地客服人员查询包裹状态您可关注易客满微信公众号绑定个人信息实时跟踪包裹状态【微信公众号：ECMSGLOBAL】。
8.我看到轨迹信息显示我的包裹被海外仓退回了，想知道是什么原因？
您购买的商品可能属于目的地国家地区的禁运物品，不能入关所以包裹被退回了。关于订单后续的处理如退订或更改，您可以直接联系商家客服进行处理。
9.我的包裹为何延期到达？
未及时提供清关信息，或节假日，航班或天气等原因，均可能影响包裹运抵时效。
10.我想取消订单？
易客满作为商家的物流承运商无法为客户取消订单，请您直接联系商家客服更改、取消订单。
11.我想退货，关税是否一起退还？
请您直接联系商家客服了解退货政策。
12.请您直接联系商家客服了解退货政策。
请您直接联系商家客服了解退换货政策。
13.我向商家下了一个订单，为什么分成了两个包裹？
您购买的产品体积偏大，您购买的商品从商家不同的仓库发货等原因，均会造成分箱操作。商家为两个包裹安排不同的单号邮寄。
14.我想了解各目的地国家地区的禁运物品
请参考政策法规栏目的禁运物品
15.我想了解各目的地国家地区的计税规则
five
Frequently asked questions
Shipping
What type of services does ECMS provide?
ECMS offers end-to-end shipment delivery service. Once the shipment has been successfully lodge to any of our designated drop-off locations, the shipment will move via our customized network from UK to the designated destination.
Which destinations does ECMS ship to?
ECMS has possess delivery capabilities to move products from UK to a total of ten destinations. Singapore, Hong Kong, Korea, Taiwan, Thailand, Philippines, Indonesia, Australia, Japan and United States.
Do I need an account to send a parcel with ECMS?
It is not necessary to setup an account to ship with ECMS.
Where can I drop off my parcel?
** For parcel drop off locations, can we map the info from DPD into our website?
How are prices calculated?
When you ship a large but lightweight shipment, where
its volumetric weight exceeds its actual weight, the cost of the shipment is calculated based on the the space your shipment consumes on the airplane, which is a standard IATA method. To calculate the volumetric weight of your shipment, simply multiply in centimeters the length by height by width, then divide the total sum by 6,000. The total shipment weight will be rounded up to the nearest kg. All weights and dimension measurements by ECMS Express will serve as final chargeable unit.
Example 1
For a 10kg parcel that has a box dimension of 50cm x 50cm x 50cm. The actual weight is 10kg and the volumetric weight is 20.8kg ((50 x 50 x 50)/6000). In this instance, the chargeable weight will be 20.8kg rounded to the nearest kg, which is 21kg.
Example 2
If you ship a shipment with 10 separate 10kg parcels with a similar box dimension of 50cm x 50cm x 50cm. The total shipment actual weight will be 100kg (10kg x 10 parcels). And the total volumetric weight will be 208kg (((50 x 50 x 50)/6000) x 10)
In this instance, the chargeable weight will be 208kg.
Will my parcel be opened for inspection by ECMS?
ECMS EXPRESS possess the right to open and inspect a Shipment without prior notice for security, safety, customs or other applicable regulatory reasons.
Before you ship
What is a commercial invoice?
Shipments that travel outside the European Union must be accompanied by a commercial invoice. Some items are documents and may not require a commercial invoice. If you require a template, write to us at XXX@ecmsglobal.com
What documents are needed to accompany my shipment?
In addition, the destination customs may request for other documents. Kindly refer to the destination customs regulations for more details.
Why is the receiver being asked to pay Customs duties and taxes?
Duties and taxes are levied by Customs in the destination country and the receiver is responsible for paying them. ECMS will pay the charges on the receiver’s behalf and collect payment from the receiver prior to or on delivery. Generally, ECMS is unable to deliver parcels until these have been paid.
Restrictions
What are the maximum weight and size limits for a parcel?
For parcel which exceeds the maximum weight and dimension, ECMS Express will notify shipper and begin the Return process.
Why do I need to provide the weight and dimensions of my parcel?
Exact weight and dimensions are necessary to ensure speed of delivery. If this information is not accurate, your parcel may be delayed in transit, the difference in cost will be requested and a possible additional service fee applied before the parcel’s journey can continue.
What goods cannot be shipped?
Please check ECMS terms and conditions
The Shipment is considered unacceptable and unable to transport if:
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it contains weapons, explosives, ammunition, counterfeit goods, animals, bullion, currency, precious stones, human remains or illegal items such as narcotics
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it is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), ADR (European Road Transport Regulation on dangerous goods) or other relevant organizations
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no customs declaration is made as required by applicable customs regulations
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its address is incorrect or not properly marked or its packaging is defective or inadequate to ensure safe transportation within reasonable care in handling
What packaging should I use for my parcel?
- If you plan to reuse envelopes or boxes, please ensure the box condition is fit to ship and remember to remove old labels and old barcodes
- Securely fix the ECMS Express waybill to the shipment. There could be a delay in delivery if the label is easily separated from your shipment
- The barcodes on the waybill are scanned at multiple points during your shipment’s journey. So kindly ensure the barcode is flat, visible and not covered by any form of tape or shrink wrap
- Place the waybill on the top or side of your shipment in visible areas
- Use adequate protective wrapping for fragile or delicate items and ensure they are packed away from the corners of boxes
- To prevent injury to our staff, please pay special attention to the packaging of sharp items and ensure there is sufficient protection material for safety purposes
- ECMS Express reserves the right to return shipments that do not comply with the packaging requirements
Does ECMS provide packaging?
ECMS does not provide packaging materials, please prepare your package according to FAQ 3.4. Insufficient or wrong packaging may lead to damage of items during transport, our driver may also refuse to collect items that are not packed properly.
After you ship
How to find ECMS tracking number?
Need other team’s advice on whether we can show a label of us and point to where tracking number locates to instruct customers.
Can you tell me when my shipment will be delivered?
Please enter tracking number of your consignment at use our Track & Trace function.
How can I see the status and current location of my shipment?
Please enter tracking number of your consignment at use our Track & Trace function.
If my item is damaged or lost, who is entitled to make a claim?
The claimant must be the person who booked the shipment. To support your claim, you may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging should be available for inspection at the delivery address. ECMS may also require proof of the value of the item(s).
Within what timeframe do I have to report a lost or damaged consignment?
All claims must be submitted in writing to ECMS EXPRESS within thirty (30) days from the date that the Shipment was accepted, failing which ECMS EXPRESS shall have no liability whatsoever. Claims are limited to one claim per Shipment, settlement of which will be full and final settlement for all loss or damage in connection therewith.