FAQs FAQ

Q What is package forwarding and how does it work?

We receive your parcels at our overseas warehouse, photo-log them, consolidate them into one box and ship it to your address in Taiwan. See the full flow on the shipping process page.

Q What do I need before my first shipment?

Just two things: 1. register a free account (phone number only); 2. complete the "EZ WAY" real-name verification app required for imports into Taiwan — see our EZ WAY guide.

Q Is membership free?

Completely free! Registration, your warehouse address, inbound photos and consolidation are all free — you only pay the actual international shipping fee. Sign up now.

Q Where do I find my warehouse address?

After logging in, open "Warehouse locations" in your member area to copy the full address including your member ID. You can also browse our warehouses first.

Q Which routes do you offer?

Japan, Australia and New Zealand to Taiwan, plus Taiwan to Hong Kong, Macau, the Philippines and Singapore. See Japan→TW, Australia→TW, NZ→TW, TW→HK.

Q How long does check-in take after my parcel arrives?

Usually within 1-2 business days, with an arrival notification. You can also check "Arrived parcels" in your member area. Peak seasons may take slightly longer.

Q Why include my member ID? What if I forgot?

The member ID lets us match parcels instantly. If you forgot it, send the shop name, tracking number and contents to our LINE support and we will match it manually.

Q Can I see photos of my parcels?

Yes! Every parcel is photographed and weighed at check-in (dimensions currently measured at the Tokyo warehouse only). View them in your member area.

Q How long can parcels stay in the warehouse?

Free storage differs by route (e.g. up to 75 days for Japan) — see each route page. Overdue parcels incur storage fees.

Q Can I pre-declare parcels?

Yes, and we recommend it! Add tracking numbers under "Consignment" in your member area for faster check-in — see step 3 of the process.

Q Do you check quantity and quality for me?

We accept parcels based on intact outer packaging and cannot verify contents against your order. Compare the check-in photos, and see our terms of service.

Q How are fees calculated? What is volumetric weight?

We charge the greater of actual weight and volumetric weight (L×W×H cm ÷ 6000). Bulky-but-light boxes count as volume. Try the shipping calculator.

Q Can I estimate the fee before ordering?

Yes — the calculator works without logging in. The final fee is based on actual measurement after repacking.

Q What payment methods are supported?

Online payment via ECPay (credit cards and more) — safe and convenient. We dispatch right after payment.

Q When do I pay? Do I need to top up first?

No top-up needed. After you request shipment and we finish repacking, the system notifies you to pay under "Unpaid orders" — pay per shipment.

Q Any other fees?

Core services (receiving, photos, consolidation) are free. Possible extras: overdue storage, optional reinforcement material, and destination customs duties — all published transparently.

Q Who pays customs duty?

Unless a route is marked "duty included", import duties are paid by the recipient per regulations. Imports under NTD 2,000 dutiable value are generally tax-free (frequent importers excepted) — see the terms.

Q Does consolidation cost extra?

It is free! No consolidation or repacking fee — and it saves a lot on international shipping.

Q How much can I actually save?

Three separate parcels pay three first-weight charges; combined, you pay once plus incremental weight — typically 30-50% cheaper. See our Australia guide for examples.

Q How do I request consolidation?

In "Arrived parcels", tick the parcels you want shipped together and submit. We repack, measure, and notify you to pay — see step 5 of the process.

Q Can fragile items be reinforced?

Yes — note it when requesting shipment (material cost applies). Glass, ceramics, acrylic and disc cases should be reinforced; unreinforced fragile damage is not compensable per the terms.

Q What is EZ WAY? Is it mandatory?

It is the customs-designated real-name verification app; every recipient in Taiwan must complete it for parcels to clear. Five minutes with our EZ WAY guide.

Q I did not get the EZ WAY push notification?

Check notification permissions, or open the app and review the pending list directly. Still stuck? Screenshot it to LINE support.

Q What is combined declaration? Why do others affect my parcel?

Import batches clear customs together: if any recipient in the batch has not completed verification or confirmation, customs holds the whole batch. Please confirm promptly — see the terms.

Q Can the recipient name be a nickname?

No — name and phone must exactly match your EZ WAY registration, or the parcel gets stuck. This is the most common cause of delays.

Q Receiving for family — whose EZ WAY?

Whoever is the recipient must use their own EZ WAY registration and confirmation.

Q My parcel is held by customs — what now?

Inspection and taxation are at customs' discretion. We will assist with communication and documents; resulting fees are borne by the recipient per the terms. Message us on LINE anytime.

Q What cannot be shipped?

Four main groups: aviation dangerous goods (batteries, power banks, aerosols, perfume), legally prohibited items (tobacco, e-cigarettes, counterfeits, cash), quarantine items (meat, fresh fruit, seeds, dried flowers), and over-quota supplements. Full list in the terms.

Q Can I ship perfume, nail polish or sprays?

These are aviation dangerous goods and generally cannot fly. Some routes have special channels — ask LINE support before ordering.

Q Are supplements limited?

Yes: up to 12 bottles per kind and 36 total per shipment as personal use, per Taiwan customs. Details in the Australia guide.

Q Can I ship snacks and instant noodles?

Meat-free packaged food is mostly fine; anything containing meat (pork floss, meat-flavoured noodles, jerky) is quarantine-restricted. Unsure? Photo it to LINE support.

Q Products with built-in batteries?

Devices with built-in batteries (phones, laptops) can ship in small quantities on most routes; loose batteries and power banks never. Confirm with support first.

Q Japan to Taiwan — how long and how much?

Air freight about 3-5 days after dispatch; Osaka ships Mon/Tue/Thu, Tokyo Mon/Wed/Fri, duty-included and duty-excluded plans available. See the Japan route page or the calculator.

Q Can I shop in Japan without Japanese?

Absolutely — Amazon Japan has Chinese/English, and browser translation covers the rest. Full walkthrough in the Japan shopping guide.

Q Anything special about the Australia route?

Watch supplement quotas and the aerosol/perfume ban. Rates on the Australia route page; shopping list in the guide.

Q Do you ship from New Zealand?

Yes — milk powder, honey and supplements are favourites. See the New Zealand route page.

Q Where can I ship from Taiwan?

To Hong Kong, Macau, the Philippines and Singapore — gifts, food and daily goods all supported.

Q My parcel is lost or damaged — what do I do?

Within 7 days of delivery, contact LINE support with a full unboxing video and photos. Compensation caps at 3× the shipping fee or item value, whichever is lower — see the terms.

Q Why film the unboxing?

A continuous video from sealed box to contents is the only way to establish where damage happened, and is required for any shortage/damage claim.

Q Received items differ from my order?

Missing or wrong items are the seller's dispatch issue — contact the shop. We can provide check-in photos and weight records as evidence.

Q No tracking updates — how do I check?

Track under "My orders" in the member area. If it stalls beyond the expected window, send the order number to LINE support and we will chase it.

Q Support hours? Fastest contact?

The LINE official account is fastest — bilingual helpers usually reply within minutes during business hours. All channels on the contact page.