FAQ
General Guideline
Whatever you want to buy, you can purchase products from any Chinese website in just 5 simple steps, including inspection and delivery.
1. Select products and submit purchasing orders
If you see the product you need on a shopping website in mainland China, please enter the member center "Buy For Me", use "Buy For Me" to extract product information or enter the link address of the product you need to order in the search box on the website page Copy it in, select the "Search" button, select the product information according to the page prompts, fill in your product requirements in the product remarks column, and then add it to the shopping cart. You can modify the "Purchase Quantity", select product options, and fill in the "Product Remarks".
Kind tips:
1. For products with different colors and sizes, please be sure to indicate it in the remarks information, so that your order can be processed directly.
2. For merchants’ redemption products, please confirm whether they meet the merchant’s redemption requirements when ordering, and place an order after confirmation.
3. For some overweight products and incomplete postage in the seller's product information, we will contact you and ask you to confirm your order again. Therefore, it is recommended that you pay attention to the status of the goods you ordered after placing the order.
4. For virtual items, we are temporarily unable to help you order them, please understand.
2. Commodity settlement
Enter "My Shopping Cart", you can see the products you just submitted, click "Go to the cashier to settle" and "Confirm settlement". After the payment is successful, we will purchase it for you immediately. If your RM account balance is insufficient, the system will prompt you to recharge first.
3. Order for you
When the purchasing staff receives the order submitted by you, they will contact the seller to check and confirm the order according to your requirements for the goods.
4. The goods arrive and are submitted for shipping
"You can arrange the deployment according to the weight of the goods, and do whatever you want. In addition, we provide you with a variety of transportation methods, which you can choose according to your needs. Click "My Order". The general shipping time for air freight is 5 to 7 working days, while the general shipping time for sea freight is 12 to 17 working days. The shipping time varies slightly in different countries.
5. Confirm receipt of goods
After confirming that the above items are correct, fill in the waybill information when submitting the waybill. Please pay attention to the accuracy of the information filled in so that we can contact you in time. While waiting for the courier to deliver the goods, you need to keep your phone open so that the courier can contact you in time. Finally, after you successfully receive the goods, please go to our website to "confirm receipt" of the package!
Order Status
Pending：The initial status after the order is submitted and waiting for processing by the purchasing personnel.
Process：The order is confirmed and assigned to the corresponding purchasing personnel and is being processed.
On the way：Goods awaiting entryCity Express - NEWwarehouse.
Arrived：Goods entryCity Express - NEWwarehouse，The product has been inspected. You can submit it for shipping.
Delivery：The warehouse has sent the package to its destination and is waiting for the customer to receive it.
Invalid：The product name and price are inconsistent with those submitted, the product is out of stock, the product has no pictures or descriptions, virtual products, prohibited products, etc., are all considered invalid orders.
Shipping Status
Pending：Order waitingCity Express - NEWstaff processing.
Wait to weight：Order waitingCity Express - NEWstaff weighing。
Wait for payment：Order waitingCity Express - NEWcustomer payment.
Wait for delivery：Order waitingCity Express - NEWstaff delivery.
Delivery：The goods have been send to the destination and are waiting for receipt.
Invalid order：For problematic order, please contact our customer services.
*Note: When the actual delivery situation of the merchant does not match the product information submitted by the member, for example: the quantity is wrong, further confirmation with the member is required before enteringCity Express - NEWwarehouse. Problem description, etc. via customer service email（service@city4uexpress.com/hebe@city4u.com.my）provide us, customer service specialist will handle it for you and get back to you as soon as possible.
How to generate a delivery order
After you complete your shopping on the Chinese merchant website (TaoBao,1688 & other, please submit the product at "My Order> Ship for me".
1. Fill in the details of the goods you purchased on other websites into the package information input box, and click the "Save and Submit" button after completing the filling. Your package will be entered into a delivery order.
2. When filling in the product package information, you must fill in the required information as follows.
■ * - required
■ Product Name - All items in the package must be filled in as this will appear in COMMERCIAL INVOICE.
■ Tracking Number - The tracking number must be unique for each package
■ Quantity of goods - Please fill in the quantity of goods in each package (*Note: not the number of packages).
■ Total declared price(￥)
■ Logistics company
After filling in, select the product you want and press the Submit All Package Information button to enter My Order as shown below. The order has been generated and the customer will see the submitted order in My Orders. The order status is In transit awaiting shipment.
3.After submitting the shipment in "My Order->Product Order", you will enter to submit the waybill. Customers can choose the shipping method and required additional services. A waybill will be generated after the customer confirms the submission.
i. The system will display the product information you submitted. Please confirm that everything is correct before proceeding to the next step.
ii. Fill in and confirm your shipping address. Please select your shipping area here. Please note that all information must be accurate to avoid errors during shipment.
iii. After selecting your shipping area, you will be shown different shipping methods and costs. Please select your desired shipping method here.
iv. Next, dear customers can choose the required additional services to reduce the weight of the goods and inspect the goods. If you have any special instructions, please state them here. When everything is correct, submit the waybill to end the submission process.
4.The waybill has been generated, and the customer will see the submitted waybill in Delivery Order. The waybill status is pending.
5.When the status of the waybill is Arrived (all packages have been received), the status of the waybill will be changed to Waiting for Weighing. At this time, wait for the staff to weigh and provide the weight.
6.When the goods are weighed, the waybill status changes to awaiting payment. Customers will be shown weight, shipping cost and total shipping cost. If everything is correct, press the "Pay" button to pay the fee.
7.Before submitting the waybill for settlement, the system will display all the costs of the waybill for customers to confirm and settle the waybill. After confirming the submission, the goods will be automatically arranged to be delivered to the destination you set.
8. After the payment is successful, the waybill status is waiting for shipment.
9.When the waybill status is Posted, you can track the package's whereabouts. Once the goods arrive, click Confirm Receipt to complete the entire process.
Order Status
On the way：Goods awaiting entryCity Express - NEWwarehouse.
Arrived：Goods entryCity Express - NEWwarehouse，The product has been inspected. You can submit it for shipping.
Delivery：The warehouse has sent the package to its destination and is waiting for the customer to receive it.
Invalid：The product name and price are inconsistent with those submitted, the product is out of stock, the product has no pictures or descriptions, virtual products, prohibited products, etc., are all considered invalid orders.
Delivery Order Status
Pending：Goods waitingCity Express - NEWcustomer services process.
Wait to weight：Goods waitingCity Express - NEWcustomer services weight.
Wait for payment：Waybill waitingCity Express - NEWcustomer make payment.
Wait to deliver：Goods waitingCity Express - NEWcustomer services ship out.
Delivery：The goods have been send to the destination and are waiting for receipt.
Invalid：For problematic products, please contact customer services.
*Note: When the actual delivery situation of the merchant does not match the product information submitted by the member, for example: the quantity is wrong, further confirmation with the member is required before entering.City Express - NEWwarehouse. Problem description, etc. via customer service WeChat：cityexpress6868 / Whatsapp：+6016-226 1818 provide it to us and our customer service specialist will handle it for you and get back to you as soon as possible.
Parcel Shipment Rules & Regulations
1. For air freight shipments under USD 100 and not exceeding 15 kg per shipment, no tax is required.
2. Declared Value: This refers to the amount in RMB that the customer enters when adding a package. Our company will automatically convert it to USD at the rate of USD 1.00 = ¥6.2.
3. Air freight includes customs clearance but does not include tax. The chance of being taxed is nearly zero. If taxed, you can authorize the courier to handle it.
4.Purchasing Risk: Any accidents, damage, loss, or customs confiscation during transit are the buyer's responsibility. Remember to check the weight and quantity of the goods before signing for the package.
5. If the package is damaged, you must check and notify the delivery personnel on the spot. Be sure to take photos and email them to service@city4uexpress.com/hebe@city4u.com.my or call 016-2261818/018-6684900 immediately. With sufficient information, "City Express - NEW" will do their best to pursue claims with the shipping company on behalf of the customer.
6.Courier Compensation: For lost or missing packages, compensation will be based on your declared value or a maximum of USD 100 (proof of purchase required). Compensation is the lesser of three times the shipping fee or the product value. Note: For high-value items, please contact our company to purchase insurance.
7. Air Freight Compensation: For lost or missing packages, compensation will be based on your declared value or a maximum of USD 100. Compensation is the lesser of three times the air freight fee or the product value. Note: For high-value items, please contact our company to purchase insurance.
8. Sea Freight Compensation: For lost or missing packages, compensation will be based on your declared value or a maximum of three times the shipping fee. Compensation is the lesser of the sea freight fee or the product value. Note: For high-value items, please contact our company to purchase insurance.
9. We are not responsible for any issues caused by Taobao sellers (e.g., fraud, color differences, poor quality, under-delivery).
10. We are not responsible for issues such as seller fraud, losses during transit, quality problems, wrong items, or color errors.
11. If the buyer discovers that the seller sent the wrong items after receiving the goods, we will not be responsible, but we will do our best to find a solution with the Taobao seller.
12. For those who are strict about quality and perfectionists, it is recommended to choose the inspection service (at an additional cost) before placing an order. Be sure to consider the risks of purchasing and the logistics process.
13. To ensure a pleasant experience for both parties, please understand that based on the purchasing risks, we are not responsible for any dissatisfaction with the goods received. All quality risks are borne by the customer. We are not responsible for delays caused by holidays, customs inspections, or other factors.
14. If the package is shown as delivered but the buyer has not received it, the buyer needs to track the package themselves. Please understand that purchasing involves certain risks and may not always arrive on the scheduled time.
15. Customers should request appropriate packaging from sellers to prevent damage during transit. We will not be responsible for goods already damaged upon arrival, but we will try to pursue claims with the seller.
16. If you are concerned about the condition of the goods, need to count, inspect, or photograph them, please contact customer service at service@city4uexpress.com/hebe@city4u.com.my. If customers complain about incorrect items, missing items, or wrong items after the fact, we will not be responsible.
17. All delivery times provided exclude holidays, weather impacts, customs processing delays, etc. We will not be responsible for compensation due to delays.
18. Refunds will only be issued in the event of out-of-stock items. All sold products are non-returnable and non-exchangeable.
19. By placing an order and using our shipping services, customers accept these terms. Remember to consider and understand the process before submitting an order and patiently wait for the package to arrive to complete the transaction.
Must comply with International Air Transport Association (IATA) regulations
Air transportation The network refuses to accept the following items: counterfeit, liquid, powder, food, fresh food, medicine, flammable and explosive, corrosives, optical discs, arms and weapons and other items restricted by the International Air Transport Association (IATA).
If you have counterfeit/counterfeit goods that need to be shipped by air - customers can contact customer service directly for details. If the customer misreports/falsely declares the item type or uses the wrong shipping method, our company will not be responsible for all related loss costs. Please be careful to provide correct information and use the appropriate shipping method.
What are sensitive items?
Liquids, powders, electronic products, batteries, famous brands, and imitation brands are all sensitive items and require sensitive air transport.
General cargo cannot be transported by air but sensitive cargo can be transported by air?
The air transport network uses other channels to carry out some small quantities of sensitive air transport. However, on important days in China such as National Day/New Year, customs will conduct strict inspections, resulting in slow customs clearance and delivery. Most sensitive goods may not be transported by air, but customers can choose Shipping by sea.
Purchasing and freight rules:
1. Air freight includes customs clearance and does not include Tax. But the chance of getting a tax is close to 0.
* If you encounter Tax, you can entrust the courier to handle it, and you will pay the courier only when the goods arrive.
2. Risks of purchasing on behalf of others
* Any accident, damage, loss, or customs confiscation of the goods during transportation belongs to the buyer.
* Remember that before signing for the package, you must first check the weight and quantity of the goods before signing for it.
* If the package is damaged, it must be inspected on the spot and the delivery person must be notified;
* Be sure to take photos and forward them via email to service@city4uexpress.com/hebe@city4u.com.my (first time)
* With sufficient information, "City Express - NEW" will try its best to recover from the transportation company on behalf of the customer.
* (Once the goods are signed for, it is assumed that the goods are complete and without problems upon receipt. Therefore, in order to avoid unpleasant things and misunderstandings, customers are asked to check carefully before signing for receipt.)
3. Our store will not be responsible for any problems caused by Taobao sellers (such as fraud, color difference, poor quality, underdelivery, etc.)
4. We will not be responsible for any problems such as seller fraud, loss during transportation, quality problems, incorrect goods, wrong colors, etc. ~ (Alipay only guarantees)
5. If the buyer discovers that the seller has sent the wrong goods after receiving the goods, he will not be responsible for it, but will do his best to find a solution to the Taobao seller.
6. For those who have strict quality requirements and are perfectionists, it is recommended that you choose the agent inspection service (additional payment is required) before placing an order and be sure to consider the purchasing risks and logistics process.
* Because our company wants to ensure that both parties can provide you with perfect purchasing services in a happy situation.
* It must be understood that due to the risks of purchasing on behalf of others, our store is not responsible for any dissatisfaction with the goods received.
* All product quality risks are borne by the customer.
* Our store is not responsible for any delays or delays caused by customs inspections during logistics.
7. It is shown that the buyer has signed for the package, but the buyer has not yet received the package. Buyers need to look for the package themselves. Please understand.
8. Purchasing on behalf of others involves certain risks, and sometimes the goods may not arrive within the scheduled time.
9. The customer needs to ask the buyer to provide appropriate packaging when delivering the goods to prevent the goods from being damaged during transportation. Our company will not be responsible for the goods in the package that have been damaged when they arrive, but we will try our best to replace them. Seller recovers.
10. If you are worried that there is a problem with the goods and need to order, inspect, or take photos, please contact customer service. If the customer complains afterwards that the goods are incorrect, the goods were missed or wrongly shipped, our company will not be responsible for this.
11. All the days provided for arrival of freight do not include delays such as festivals/holidays, weather effects/customs processing, etc. If there is a delay, our company will not be responsible for delay compensation.
12. Refunds will only be issued if the goods are out of stock. All sold goods will not be returned or replaced.
13. If the customer places an order and lets our company undertake the freight service, it is equivalent to acceptance of the above terms.
* Remember that when placing an order using a purchasing agent service, you must consider it and understand the process before submitting it; then wait patiently for the package to arrive, and everything is done.
*Shipment Rule ！
Normal Goods & Sensitive Goods Differences：
Pirated product, liquid, beauty product, medicine, battery contains product, CD, DVD, powder and adultery products as sensitive goods.
*Air Shipment Prohibited Goods:
Dangerous goods, weapon, animal, currency, alcohol and all the international freight associate banning items.
*Weight Calculation:
If good weight is 1.2kg, we will charge 2kg as air freight fee.
According to air freight calculation, the air freight fee will use either actual weight or volumetric weight whichever is heavier. What is volumetric weight? It's based on height, width and length.
Sample 1：
Good Actual Weight：1 kg
Good Volumetric Weight：25cm x 20cm x 30cm
volumetric weight = (25 x 20 x 30)/6000
= 2.5 kg
If your goods actual weight is 1.5KG，receipt written 1.5KG， but if volumetric weight is 4.6KG，charges is based on 5KG。
Please beware of this! To avoid any arguement later!
Why volumetric weight calculation exist～
Firstly, give an example.
Due to air freight is using air plane, the flight storage only contains limited space one.
If most of us send items like toy and plastic items etc, it takes a lot of space. But the real actual weight is actually very light. That's why the air freight company set the rule for volumetric weight calculation.
*Weight Calculation:
If good weight is 1.2kg, we will charge 2kg as air freight fee.
According to air freight calculation, the air freight fee will use either actual weight or volumetric weight whichever is heavier. What is volumetric weight? It's based on height, width and length.
*Sample 1：
Good Actual Weight：1 kg
Good Volumetric Weight：25cm x 20cm x 30cm
volumetric weight = (25 x 20 x 30)/6000
= 2.5 kg
If your goods actual weight is 1.5KG，receipt written 1.5KG， but if volumetric weight is 4.6KG，charges is based on 5KG。
Please beware of this! To avoid any arguement later!
*Why volumetric weight calculation exist～
Firstly, give an example.
Due to air freight is using air plane, the flight storage only contains limited space one.
If most of us send items like toy and plastic items etc, it takes a lot of space. But the real actual weight is actually very light. That's why the air freight company set the rule for volumetric weight calculation.
Payment
Account
After Sale Service
Product return/exchange process
Step 1：If you need to return or exchange a product due to quality issues, please send an email to the purchasing agent customer service to apply for a return.
Step 2：After receiving your application, the purchasing agent customer service will communicate with the domestic seller. When it is determined that they accept the return or exchange, the purchasing agent customer service will contact you via email to inform you of the return and exchange details.
Step 3：After understanding the details of the return letter, please return the relevant items (commodity + original purchase receipt + original packaging + copy of the return review result email sent to you by the purchasing agent) to the purchasing agent as soon as possible.
Please note:
For returned goods, please be sure to return them to the purchasing agent within the time limit promised by the merchant. At the same time, because international returns and exchanges take a considerable amount of time (usually more than a month), please wait patiently during the return and exchange process. Daigou.com will also promptly notify you of the progress of your return and exchange.
Help to buy is committed to eliminating all your worries about international online shopping.
In order to ensure your shopping convenience and safety, there are corresponding standards for every process of your shopping, including returns and exchanges of goods.
A. Shipping errors, defective products or damaged goods
When the above-mentioned problems occur with the goods you receive, please take photos of the goods and the outer packaging, and then send the digital photos and description of the relevant situation to the customer service email ：service@city4uexpress.com/hebe@city4u.com.myWe will give you a reply after processing.
B. Product quality problems
When the product you purchased has quality problems after being used for a period of time, as long as the product is still within the quality assurance period and has the original purchase receipt and product quality assurance card, you can entrust us to contact the domestic merchant for return/exchange.
For items eligible for return/exchange，City Express - NEWPurchasing System Network will be responsible for shipping to domestic merchants and shipping the repaired or replaced goods back to you. Because each seller/manufacturer has its own unique principles and methods for dealing with product quality issues (subject to what is stated on the product quality assurance card), we cannot guarantee that the manufacturer can fully meet your requirements, but we will do our best to do our best. You fight for your interests and your satisfaction.
We provide this agency service without charging any service fees, but you are responsible for the return shipping costs of the goods. We reserve the right to refuse this service for items that do not meet the quality assurance conditions.
The domestic merchants we recommend are trustworthy, and we promise 100% returns and exchanges within 30 days (from the date of shipment to when we receive your returned goods, the postmark shall prevail).
If any of the following situations occur, we will not accept the goods you request to return or exchange:
A. The product has been exchanged, its original appearance has been changed, or parts have been lost;
B. Unpacked goods, such as software packages, CDs, DVDs, cassettes, etc.;
C. Items without original proof of purchase.
Special reminder: Be careful when shopping on eBay, Taobao and other websites, as there are many illegal business practices. If this happens, we will not be able to arrange returns or exchanges for you.
