Frequently Asked Questions
Frequently asked questions
1.1 Do I need an account to send a parcel with ECMS Express?
You can send a parcel without an account.
If you are interested in having an account，please click the link below to register for a new account.
Already have an account of ECMS Express? Log in at the ECMS Express homepage to check your personal information or make an appointment for a new delivery.
1.2 Which destinations does ECMS Express ship to?
ECMS Express provides delivery service from the US to 8 destinations including Hong Kong, Taiwan, Korea, Japan, Singapore, Thailand, Philippines, and Malaysia
1.3 Where can I drop off my parcel?
Please click here to find the nearest USPS location.
Please be aware that once the parcel is delivered to the drop-off location, the consignees’ information cannot be changed anymore. We kindly request you to verify the consignees’ name, phone number, and address carefully before posting.
1.4 How much does it cost to ship a parcel?
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 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 166. The total shipment weight will be rounded up to the nearest lb. All weights and dimension measurements by ECMS Express will serve as the final chargeable unit.
For a 5lb parcel that has a box dimension of 10in x 10in x 10in. The actual weight is 5LB and the volumetric weight is 6lb ((10 x 10 x 10)/166). In this instance, the chargeable weight will be 6lb rounded to the nearest kg, which is 6lb.
If you ship a shipment with 10 separate 5lb parcels with a similar box dimension of 10in x 10in x 10in. The total shipment actual weight will be 50lb (5lb x 10 parcels). And the total volumetric weight will be 60.2lb (((10 x 10 x 10)/166 x 10)
In this instance, the chargeable weight will be 61lb.
1.5 How can I pay the shipping cost?
You can pay for ECMS Express shipping services with a credit card or open an account with ECMS Express to pay via bank transfer. All account customers will service invoices based on pre-agreed terms and conditions, which are construed according to the pre-agreed shipment volume.
For more details, kindly get touch with our ECMS personnel via www.ecmsglobal.com/
1.6 Where can I get the shipping waybill?
All shipments going through ECMS Express network has to have an ECMS Express waybill or label securely attached to each parcel. This is a key identification step that will allow the successful movement of your shipment through the ECMS Express network.
1.7 Why does ECMS Express unpack the shipments to check every time?
ECMS Express unpack parcels in order to check the content and quantity of the parcels, which is a responsible act not only to the customers but also to the safety and timely arrival of the parcels. This is due to the fact that certain contents of the parcels might harm other parcels during transportation, or transportation of some of the materials is restricted by the government (e.g. explosive or inflammable goods). Under air transport regulations, customs authorities and airport security force will check on all air parcels. If restricted or prohibited items are found, customs authorities will detain or even destroy the parcels. Our act of checking aims to protect customers' interest from avoidable troubles or loss.
1.8 What is the Full Terms and Conditions of ECMS Express?
Please refer to ECMS Express Terms & Conditions
Before you ship – Documents preparation
2.1 What documents are you required accompanying my parcel?
2.1.1 Shipping Invoice
A commercial or proforma invoice is required when you ship non-document shipments to countries out of your origin country. This is a declaration to customs that contains all the details of a transaction, which is used by customs authorities to assess if duties or taxes are payable. A commercial invoice is used when your goods are either part of a commercial transaction or intended for resale. A proforma invoice is used when you ship goods of no commercial value (for example product samples)
2.1.2 Additional Documentation
Also, the destination customs may request other documents, depending on the type and value of the goods and the customs of the country of destination. Kindly refer to the destination customs regulations for more details.
2.2 Why is the consignee being asked to pay Customs Duties and taxes?
The consignee is responsible for paying Customs Duties. Before shipping the parcel, ECMS Express will firstly collect the fee of taxes and duties from the consignee. The next, ECMS Express will pay the charges on behalf of the consignees. Generally, ECMS Express is unable to deliver parcels until duties and taxes have been paid.
2.3 I want to understand the destination country’s / territory’s rules for duty calculation.
Please refer to The Policy Regulations with Regards to Duty Rules.
To calculate duty of personal goods imported into Chinese Mainland, please use ECMS Express official duty calculator tool
2.4 How does ECMS Express protect my private information?
2.5 ECMS Express notifies me that I need to submit a copy of my ID for Customs clearance if I don’t want to disclose my personal information, is that still possible to process delivery of the parcel?
No. Based on the destination country Customs regulations, personal ID/Passport information is required to provide for completing customs clearance. ECMS Express will notify the consignee when ID/Passport information is only needed for Customs clearance and will protect the privacy of information.
ECMS Express is fully committed to following the GDPR’s data protection principles.
2.6 Which destination countries and territories do I need to provide my personal identification information in order to do the import clearance?
For parcel being transported to China, Korea, and Taiwan, the consignee of parcel need to provide the ID/Passport information for Customs clearance. Before the parcel reaches its destination, ECMS Express will inform you of the method for submitting your personal ID/passport information.
2.7 Do I need to submit my personal information every single time?
If you have successfully uploaded your information, and you will continue to send it to the same consignee, ECMS Express’s system will automatically match your Personal ID card information with the Customs information. In this case, you won’t need to re-upload your Personal ID card information.
If there is a change in the consignee’s name- ID number, telephone number or any other piece of information (including changing any individual character or adding or deleting spaces) for your next order, then the system will need the new consignee to provide the new information. ECMS Express will automatically send an email for requesting you to submit the information for Customs clearance.
2.8 How does ECMS Express protect my personal information every single time?
ECMS Express collects personal information via our website www.ecmsglobal.com, and our WeChat Official Account. After you have submitted your personal ID information, we send this directly to Customs.
To protect your personal information further, we suggest you write the remarks “For Customs Clearance purposes only” on the ID/Passport copy you upload.
ECMS Express is fully committed to following the GDPR’s data protection principles.
Restrictions – Size, weight, prohibited items
3.1 What is the maximum weight and size limits for one parcel?
To delivery your parcel with the best possible market rate and resources, our network has been designed to handle a maximum individual parcel weight of 44lb, with per parcel, the box size limitation of L+W+H<59in
For parcel which exceeds the maximum weight and dimension, ECMS Express will notify the shipper and begin the return process.
3.2 Do I need to provide the weight and dimensions of my parcel?
Precise weight and dimensions are necessary to ensure the speed of delivery. If this information is not accurate, there is a potential risk of delay in transit. The possible spread will be requested and an additional service fee will be charged before ECMS Express process the parcel.
3.3 What kind of goods cannot be delivered?
Please check ECMS Restricted items
The parcel is considered unacceptable and unable to transport if:
- It contains weapons, explosives, ammunition, counterfeit goods, animals, bullion, currency, precious stones, human remains, or illegal items such as narcotics.
- It is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), HMR (Hazardous Materials Regulations ), or other relevant organizations.
- No customs declaration is made as required by applicable customs regulations.
- The consignee address is incorrect or not properly marked.
- The packaging is inadequate to ensure safe transportation.
3.4 I wish to understand the exact embargoed items list for each country/territory.
Please refer to The Prohibited Items List In The Policy And Regulations Section.
3.5 What packaging materials 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 parcel. There could be a delay in delivery if the label is easily separated from your parcel
- The barcodes on the waybill are scanned at multiple points during your parcel’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 parcel 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 parcels that do not comply with the packaging requirements
- For padding in your parcel, you can use – or even reuse – lightweight materials such as scrunched paper or egg cartons to keep shipping costs low. You can also keep the air cushions that many online stores use as filling material. This is not only sustainable but also looks professional.
3.6 Does ECMS Express provide packing?
ECMS Express does not provide packaging materials, please prepare your package according to FAQ 3.5. Insufficient or wrong packaging may lead to damage of items during transportation. Our driver may also refuse to collect items that are not packed properly.
4.1 After I ordered my goods, for how long I could receive my package?
The delivery time for your package depends on the ECMS Express delivery service agreement.
4.2 How can I check the status/location of my parcel?
For anything from inquiries, please choose from the contact options below.
You can directly check on www.ecmsglobal.com official website to check your package status.
WeChat Official Account: YIKEMAN
Company Tencent QQ: 4000861756
Customer Service email: email@example.com
400 Hotline: 400-086-1756
You can follow ECMS WeChat Official Account and bind your personal information to it to check the tracking status of your package.
4.3 I see tracking information showing that my parcel has been returned from overseas warehouse, what is the reason?
There are a few reasons that can cause this to happen, for example, the goods you bought is in the destination country’s prohibited goods list, or too much time has passed before you submit the necessary materials for Customs clearance.
For instance, if the CN Customs requires ID information, you will need to provide information on your ID. For customers whose nationalities are not Chinese, you will need to provide China Residence Card or your passport.
4.4 Why has my parcel been delayed?
The necessary information for Customs clearance is pending for uploading by the consignee. Holidays, flights, and weather may also affect the arrival time of your parcel.
4.5 I want to cancel my order.
ECMS Express is the retailer logistics carrier and will not be able to facilitate the cancellation of orders, please contact the seller’s customer service to update/ cancel your order.
4.6 Why will my parcel be returned?
If you have not paid Customs duties and taxes more than 30 days, or your parcel belongs to the blacklist of destination import, your parcel will start to return process.
Besides, if the parcel is delivered to CN, citizens of China are requested to provide personal ID and foreigners should provide a passport or legal residence information. If the mentioned information is not provided in time, the parcel will be returned.
Please directly contact the seller’s customer service to understand their return policy if you have more questions.
4.7 I want to return my parcel, is it possible to return the duty/customs tax as well?
If the shipper is your seller, the customs duties and taxes cannot be returned.
If your shipper is not your seller, please directly contact the seller customer service to understand their return policy.
4.8 If the goods are lost or the received goods do not match the invoice, what happened in this situation?
Please directly contact the shipper or seller’s customer service department to understand their change of goods policy.
4.9 I have ordered my goods from the seller in one invoice, why is it separated into 2 packages?
There is a possibility that the size of products that you have ordered is too big to fit in one box, therefore it needs to be split up to multiple boxes. For more detailed information please contact the seller’s customer service team directly.
4.10 I wish to understand the exact embargoed items list for each country/territory.
Please refer to the prohibited items list in the policy and regulations section.
4.11 Which method should I use to check the status of my package?
- You can track your parcel by entering the tracking number at ECMS Express homepage: https://www.ecmsglobal.com/
Please see the guidance in the picture below:
- Contact us by 400 hotlines: 400-086-1756,
- Company Tencent QQ number: 4000861756, ECMS WeChat Official Account, and ECMS Express’s localized Customer Service Personnel to check the status of your package.
- You can follow ECMS WeChat Official Account and bind your personal information to it to check the tracking status of your package 【ECMS WeChat Official Account：YIKEMAN】
4.12 I see tracking information showing that my parcel has been returned by the overseas warehouse, what is the reason for this?
There are a few reasons that can cause this to happen, for example, the goods you bought is in the destination country’s prohibited goods list, or too much time has passed before the consignee submit the necessary information for Customs clearance.
4.13 If my item is damaged or lost, who is entitled to make a claim?
The claimant must be the person who is the shipper. To support your claim, you may be required to provide proof of the damage, including the external packaging. The contents of the parcel and the original package should be available for inspection at the delivery address. ECMS Express may also require proof of the value of the item(s).
4.14 Within what timeframe do I have to report a lost or damaged parcel?
All claims must be submitted in writing to ECMS Express within thirty (30) days from the date that the parcel was accepted, failing which ECMS Express shall have no liability whatsoever. Claims are limited to one claim per parcel, settlement of which will be a full and final settlement for all loss or damage in connection therewith. Customs Services and Support - Customs Regulations for China
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