Frequently Asked Questions
1.1 Do I need an account to send a parcel with ECMS Express?
No, you don’t need an account needed to ship with ECMS. If you’d like to set up an account to receive even better offers on our global shipping rates, click the link below. Already have an account? Click the link below to sign in and access your online portal.
1.2 What destinations does ECMS Express ship to?
CMS Express proudly ships from the United States to 8 destinations, including Hong Kong, Korea, Japan, Singapore, Thailand, Philippines and Malaysia.
1.3 Where do I drop off my package?
Click here to find the nearest DPD location for an easy drop off. Please note, once you’ve package has been dropped off, the consignee’s information cannot be modified.
1.4 How much does it cost to ship a parcel ?
Density of a package is one of the factors affecting the shipping rate. The volumetric weight of a package is an index reflecting the package's density. A less dense package generally occupies more space, in comparison to its actual weight. Thus, shipping rate is determined according to the actual weight or the volumetric weight, whichever is greater.
With reference to the industry practice, the formula used to calculate volumetric weight (in kg) is:
Length (cm) x Width (cm) x Height (cm) ÷ 6,000 (DIM weight factor)
The total parcel weight will be rounded up to the nearest kg. All weights and dimension measurements by ECMS Express will serve as final chargeable unit.
1.5 Why does ECMS Express unpack the shipments to check every time?
1.6 What is the full Terms and Conditions of ECMS Express?
(hyperlink to PDF of ECMS EXPRESS TRANSPORTATION TERMS AND CONDITIONS)
Before you ship - Documents preparation
2.1 What documents are you required accompanying my parcel?
In each parcel it is necessary to provide at least one copy of commercial invoice / proforma invoice which can be also used by customs authorities when shipping non-documentary parcels.
Commercial Invoice is used when your goods are part of a commercial transaction or intended for resale.
Proforma invoice is used when you ship goods of no commercial value (for example product samples).
Other documents may be necessary based on the nature and the value of the shipment and on the particular rules of the destination country. For example, a certificate of origin is required to clear customs in some countries.
Note: If you ship to China, you could also attach one label with full Chinese address and contact number on the parcel. Please note that all the information of this label must be the same as ECMS Express shipping label.
2.3 Why is the consignee being asked to pay Customs duties and taxes?
A duty is an indirect tax imposed by government on the value of an imported or exported product.
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.
If ECMS Express does not receive the payment for Customs duties and taxes from consignees more than 30 days, we may need to start the return process, then the charge of returning fee will be deducted accordingly.
2.5 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.
For “China’s clearance for personal goods import” duty calculation, please use ECMS Express official duty calculator tool.
2.6 How does ECMS Express protect my private information?
2.7 ECMS Express notifies me that I need to submit the copy of my ID in order 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 are fully committed to following the GDPR’s data protection principles.
2.8 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 providing the identification information for Customs clearance. Before the parcel reaches its destination, ECMS Express will inform you of the method for submitting your Passport ID information.
2.9 Do I need to submit my personal information every single time?
If you have successfully uploaded your information, and you will continue to send 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 on 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.
2.10 How do you 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.
In order to protect your personal information further, we suggest you writing the remarks “For Customs Clearance purposes only” on the ID copy you upload.
ECMS Express are fully committed to following the GDPR’s data protection principles.
2.11 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
2.2 Who is responsible for Customs Information?
If the shipper is a company, the shipper should be responsible for Customs Information. For instance, EORI no.
2.4 What is your terms related to Shipper Warranties and Indemnities?
Shipper shall indemnify and hold ECMS EXPRESS harmless for any loss or damage arising out of Shipper’s failure to comply with the following warranties and representations:
- Shipper has complied with all applicable customs, import, export, data protection laws, sanctions, embargo and other laws and regulations.
- All the information provided by Shipper or its representatives is complete and accurate.
- The Shipment was prepared in secure premises by reliable persons and was protected against unauthorized interference during preparation, storage and any transportation to ECMS EXPRESS.
- Shipper has obtained all necessary consents in relation to personal data provided to ECMS. EXPRESS including Receiver’s data as may be required for transport, customs clearance and delivery, such as e-mail address and mobile phone number.
- The Shipment is acceptable for transport under Section 3 below.
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 20kg, with a per parcel, the box size limitation of 50 x 50 x 50cm.
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 potential risk of delay in transit. The possible spread will be requested and 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), ADR (European Road Transport Regulation on dangerous goods) 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 of 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 cost 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 packaging?
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 transport, our driver may also refuse to collect items that are not packed properly.
4.2 Would you advise when my parcel will be delivered?
The transit time for your package depends on the ECMS Express’s delivery service agreement.
4.3 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.
4.4 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).
4.5 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 full and final settlement for all loss or damage in connection therewith. Customs Services and Support - Customs Regulations for China
4.1 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.global.ecmsglobal.com/
Please see the guidance in the picture below:
- Contact us by 400 hotline: 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】
4.6 Duty Exemption Withdrawal for Samples and Advertising Materials
Samples and advertising materials not exceeding RMB 400 (approximately £44 UK) in value are currently exempted from duties and taxes. This duty-free value threshold will no longer apply. The new threshold will be based on the duty and VAT liability, as determined by the HS code. Any parcel with a duty and VAT liability less than RMB 50 (approximately £5 UK) is exempted from duties and taxes.
4.7 Regulations for Personal Parcel
Personal effects are limited to unaccompanied baggage or commodity/gift sent to private individual with reasonable quantity for personal use.
Value threshold: Less than CNY1,000(£110)
If parcel contains only one item, it still can be cleared as personal effects even if the value is over CNY 1,000 (£110). However, customs reserve the right to approve the importation or return to origin.
- For Unaccompanied baggage: passport with valid visa and entry/exit stamp by immigration; Baggage Declaration Form stamped by border Customs with the list of articles.
- For Commodity/gift sent to private: Copy of consignees’ ID; List of the commodity/gift in detail and Proforma invoice.
4.8 After I ordered my goods, for how long I could receive my package?
The deliver time for your package depends on the ECMS Express delivery service agreement.
4.9 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: firstname.lastname@example.org
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.
4.10 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 for ID information, you will need to provide information of your ID. For customers whose nationalities are not Chinese, you will need to provide China Residence Card or your passport.
4.11 Why has my parcel been delayed?
The necessary information for Customs clearance is pending for uploading by consignee. Holidays, flights and weather may also affect the arrival time of your parcel.
4.12 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.
4.13 Why will my parcel be returned?
If you have not paid Customs duties and taxes more than 30 days, or your parcel belongs to blacklist of destination import, your parcel will start to return process.
In addition, if the parcel is delivered to CN, citizens of China are requested to provide personal ID and foreigners should provide passport or legal residence information. If mentioned information is not provide 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.
4.14 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’s customer service to understand their return policy.
4.15 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.
4.16 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.