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Customer Service:
1-888-655-8866

 

 


Frequently Asked Questions



What is door-to-door service?
What is a waybill? Why is it necessary to fill out a waybill?
How is shipping time calculated?
Can you guarantee the safety of the courier items being shipped?
If an article gets lost or damaged in the courier process, how will I be compensated?
Do shipped documents need to clear customs?
Can you ensure that shipped courier items clear customs successfully?
Can you guarantee the timely delivery of courier items?
What factors usually result in delays of article delivery?
When should I make my payment?
How much does it cost to ship a document or package to China?
How do I look up my package or document delivery status?
Can I cancel the delivery of a picked-up article?
Can I change the recipient information on a package that has already been submitted for shipping?
What is your course of action when the recipient cannot be found?
When the courier items arrive at China, does it get delivered over weekends?
What is the force majeure?
Are there duties imposed on courier items couriered to China?
Is there a limit on the declared value of courier packages?
Is there a weight limit on packages?
Do the courier companies and customs have the right to open packages and inspect them?
What is the proforma invoice?
What is the difference between actual weight of a package and its volumetric weight?
What items cannot be sent by courier?
When I finish my work or international study and decide to return to China, can I transport my large volume of personal effects with your air express service?
What documents are needed for the luggage express service at customs?
What is the difference between the company courier service and luggage express service?


Q: What is door-to-door service?
A: Door-to door service is unique to the courier business. It includes article pick-up, intermediate transfer, and delivery to recipient address. With international shipping, door-to-door service additionally includes customs declaration and customs clearance.

Q: What is a waybill? Why is it necessary to fill out a waybill?
A: A waybill is a document of proof in the courier process. A completed waybill includes the sender and recipientís detailed information. It indicates the type, weight, contents and values of packages. A waybill confirms the sending date of courier items, indicate the necessary costs. With the signature of the sender, service provider, and recipient, the waybill clarifies the responsibilities of the three parties. Usually, five to six copies of the waybill will be made to be given to the sender, recipient, courier service provider, and customs.

Q: How is shipping time calculated?
A: The shipping time is the number of days the courier company takes to complete the delivery process; it is usually calculated in business days, including any discrepancies between time zones. The first day of article pick-up, weekends, and statutory holidays are not included in the calculation. For example, if the day of pick-up is Tuesday, then with shipping time of 3-4 days, the article can be expected to arrive at its destination on Friday or next Monday.

Q: Can you guarantee the safety of the courier items being shipped?
A: The safety of the article we ship is our primary concern. We will take all measures to ensure the safety of our customers?items. However, due to factors that cannot be controlled, no courier company can absolutely guarantee the safety of courier items being shipped.

Q: If an article gets lost or damaged in the courier process, how will I be compensated? A: According to international conventions, the upper limit for compensation of each article is $100 CAD; the upper limit for compensation of each kilogram of article is $20 CAD.

Q: Do shipped documents need to clear customs?
A: All courier items shipped, whether it is a package or document, must be declared to customs. Once this process is completed, the article will be permitted to enter its destination country.

Q: Can you ensure that shipped courier items clear customs successfully?
A: When we pick up items, we will perform an assessment of how successfully it can be expected to clear customs. For personal items, criteria include that the item has to be for personal use. For commercial sample items, their value and amount should be within a reasonable limit. However, the final decision of whether or not an article will clear customs will be made by customs officials.

Q: Can you guarantee the timely delivery of courier items?
A: Our systematic way of operation facilitates timely delivery of courier items. We do not wish to see delays in our delivery process. We understand that the customers?confidence in us increases with every on-time delivery. However, deliveries may be delayed due to factors beyond our control, such as weather, accidents, and flight delays.

Q: What factors usually result in delays of article delivery?
A: Factors that delay the delivery process include: flight delays, bad weather, emergency situations, customs inspections, and delayed transfers with a middle party. In addition, if we cannot contact the recipient, or if the given recipient address is not specific enough or contains errors, delays will likely result.

Q: When should I make my payment?
A: For customers who have not signed a contract with us, payment is due upon pick-up. For customers who have signed a contract, payments are due at the end of each month.

Q: How much does it cost to ship a document or package to China?
A: For normal shipping service, one document to a major city in China starts at $28 CAD, one package starts at $30 CAD. We also have the economy shipping option available, which takes seven days to deliver the article with a price reduction of 20%.

Q: How do I look up my package or document delivery status?
A: Log on to our website http://www.ccaexpress.com and click on our online tracking service. The delivery status of your package or document can be found by entering your 9-digit waybill number.

Q: Can I cancel the delivery of a picked-up article?
A: If the article has not yet been shipped, we can cancel the shipping upon customer request. The sender can pick up the article whose delivery was cancelled at a designated location; our company will deduct a 50% administration fee. If the article has already been shipped, we can cancel the delivery, but will not refund the payment. Any costs associated with the cancellation will be paid for by the customer.

Q: Can I change the recipient information on a package that has already been submitted for shipping?
A: If you wish to change the recipient information on a package already submitted, you should contact us as soon as possible. We will make the requested changes as fast as possible. We charge a fee of 5 dollars for this.

Q: What is your course of action when the recipient cannot be found?
A: If we cannot find the recipient, we will try to contact him/her by phone, and arrange for another time to deliver the article. Under normal circumstance, our company will attempt to do it two times free of charge. If we cannot contact the recipient, we will send a notice to the sender.

Q: When the courier items arrive at China, does it get delivered over weekends?
A: For non-commercial recipients, weekend delivery can usually be accomplished if we can successfully contact the recipient to arrange for a time. For commercial recipients, the sender should specify whether or not the recipient will be able to receive the article during weekends.

Q: What is the force majeure?
A: In the courier business, force majeure is external conditions that are impossible for us to regulate with our courier network. Such factors include: air traffic, weather, customs inspection and special events.

Q: Are there duties imposed on courier items couriered to China?
A: Courier items that are under $400 RMB are exempt from duties. For courier items exceeding this value, the owner will have to pay duties accordingly.

Q: Is there a limit on the declared value of courier packages?
A: According to Chinese customs regulations, article valued under $5000 RMB can clear customs as a courier package. Any articles exceeding this value cannot clear customs as a courier item.

Q: Is there a weight limit on packages?
A: The weight of a package is limited by the ability of personnel to carry them. Our company sets this limit at 30 kilograms.

Q: Do the courier companies and customs have the right to open packages and inspect them?
A: Both the courier companies and customs officials have the right to open packages and inspect them.

Q: What is the proforma invoice?
A: For parcels that do not have commercial invoices, the customs requests proforma invoices for the declaration of packed items, packing type, weight, values and countries of origins.

Q: What is the difference between actual weight of a package and its volumetric weight?
A: The actual weight of the package is the reading obtained when the package is placed on a scale. The volumetric weight is more concerned with the amount of space packages occupy. It is used with packages that have little weight but takes up a lot of space. Volumetric weight is calculated as follows:

   Package: length (inches) x width (inches) x height (inches) / 166 = volumetric weight (pounds)
   Package: length (centimeters) x width (centimeters) x height (centimeters) / 6000 = volumetric weight (kilograms)

Q: What items cannot be sent by courier?
A: Items that are flammable, explosive, corrosive, and reactive, as well as fresh and/or frozen food items, live items, weapons and ammunition, and anything that is prohibited by the country to be imported/exported cannot be sent by courier.

Q: When I finish my work or international study and decide to return to China, can I transport my large volume of personal effects with your air express service?
A: Yes, we can delivery personal luggage to China by our air express service. However, the packages should not include expensive items.

Q: What documents are needed for the luggage express service at customs?
A: A list of the articles that are being sent and photocopy of passport, student/work visa, and if it is possible, airplane ticket.

Q: What is the difference between the companyís courier service and luggage express service?
A: The main differences are as follows: for luggage express, the recipient of the service must be returning to and be permitted to remain in China and the articles must be for personal use and be reasonable in amount and value.

 
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