FAQ

K1. The seller says the package has arrived at the warehouse, but it is not showing as "Received/Stocked."

K6. Procurement & Payment Service Instructions

Purchasing & Payment Execution

K7. How to Upgrade Your VIP Logistics Tier?

K8. Missing Items & Unboxing Video Requirements

Notice: Always record a full unboxing video upon receiving your package. This provides essential evidence for claims against the seller or the logistics provider.

Member Inquiry: "I received my package, but items are missing."

Step 1: Self-Verification (Member Actions)

Before contacting customer service, please perform the following checks:

  • Order Details: Cross-check the product names and quantities from your original order.

  • Seller’s Shipment Record: Verify the exact quantity the seller claimed to have shipped.

  • Package Weight: Compare the weight listed on the seller's shipping label with the actual weight received.

  • Contact Seller: Email the seller to confirm if they forgot to pack the items or if they were shipped in multiple installments.

Step 2: Logistics Investigation (Customer Service)

Our team will conduct the following internal audits:

  • Weight Matching: We will compare the Inbound Weight (when it arrived at our warehouse) vs. the Outbound Weight (when it was shipped to you).

  • Service Check: Did the member request "Inspection" or "Item Counting" services during the consolidation process?

  • Standard Inspection: If no special services were requested, our warehouse only performs random checks for contraband or customs-restricted items.

Step 3: Warehouse CCTV Footage Request

If you require our staff to retrieve and review warehouse surveillance footage:

a. Service Fees Apply:

  • A labor fee starting from 300 TWD will be charged.

  • Note: This fee applies even if the footage confirms that the seller failed to include the items.

b. Fee Waivers & Compensation:

  • Exemption: No fee will be charged if the investigation proves the warehouse missed packing an item that was successfully checked into the system.

  • Compensation: If the warehouse is at fault, we will provide a 30% discount on your next international shipping fee as a gesture of goodwill.

  • Disclaimer: In some cases, CCTV footage may be unavailable as it is not a mandatory requirement for all warehouse zones.