FAQ

1. How does ECMS protect the buyer’s private information?

Please refer toPrivacy Policy

2. ECMS notifies me that I need to supply my Personal ID in order to clear Customs, if I don’t want to disclose my personal information, is that still possible?

No. Because based on the destination country Customs regulations parcel will require consignee official personal ID card information in order to complete the Customs clearance process. ECMS will notify the consignee when ID information is needed to clear Customs and will only use the information for Customs clearance process.

3. 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 receiver of goods or the buyer will need to supply the local Customs with their personal identification information. Before the parcel reaches its destination, ECMS will inform you of the method for submitting your personal ID information.

4. Do I need to submit my personal information every single time?

If you have successfully uploaded your information, and the succeeding times you continue to use the same consignee (receiver person), ECMS’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 the subsequent order in the consignee’s name- ID number, telephone number or any other piece of information (including changing any individual character, or adding or deleting spaces), then the system will need new information to be uploaded and ECMS will automatically send an email requesting you to submit the information for Customs clearance. Please submit the information as quickly as possible to avoid clearance delay.

5. How do you protect my personal information security?

ECMS collects personal information via our website www.ecmsglobal.com, and via our official WeChat account. After you have submitted your personal ID information we send this directly to Customs.

In order to further protect your personal information, you can write the remarks “For Customs Clearance purposes only” on the ID copy you upload.

6. After I ordered my goods, after what time will I receive my package?

The transit time for your package depends on the seller’s delivery service agreement.

7. Which method should I use to check the status of my package?

You can directly look onwww.ecmsglobal.comofficial website to check your package status. You can call, connect via QQ, or connect via WeChat to ECMS’s localizedcustomer service personnel to check the status of your package.

You can follow ECMS’s WeChat Public account and bind your personal information to it to check the tracking status of your package【ECMS Wechat:ECMSGLOBAL】.

8. 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 you submit the necessary materials for Customs clearance. With regard to returns you can contact the seller directly to gain more information.

9. Why has my parcel been delayed?

Too much time has passed before you submitted the necessary materials for Customs clearance. Holidays, flights and weather may also affect the arrival time of your goods.

10. I want to cancel my order.

ECMS is the retailer logistics carrier and will not be able to facilitate the cancelation of orders, please contact the seller’s customer service to update/ cancel your order.

11. I want to return my goods, is it possible to return the duty/ customs tax as well?

Please directly contact the seller’s customer service to understand their return policy.

12. If the goods are lost or the received goods do not match the invoice, what happens in this situation?

Please directly contact the seller’s customer service department to understand their change of goods policy.

13. I’ve 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.

14. I wish to understand the exact embargoed items list for each country / territory.

Please refer tothe prohibited items list in the policy and regulations section

15. I want to understand the destination country’s / territory’s rules for duty calculation.

Please refer tothe policy regulations with regards to duty rules

For “China’s clearance for personal goods import” duty calculation, please use ECMS’s official duty calculator tool.

1. How do I use Trans4E service?

Please check ‘Trans4E’s new users Guide’

2. At present, which channels or lines can I use the Trans4E service?

Please take a look on ECMS’s official website with regard to the Trans4E introduction.

3. How does ECMS protect member’s personal privacy?

Please refer to Privacy Policy

4. 4)Why do I need to provide my I.D. card information to clear customs? If the I.D. information is incorrect, will there be consequences?

According to Customs regulations, for parcels entering the country you need to provide your personal I.D. information, only then can the Customs clearance process be completed. If the I.D. information has problems, the parcel will not be able to clear customs, and will possibly be returned. In this case such consequences will be borne by the customer.

5. Do I need to submit my personal information every single time?

If you have successfully constructed the consignee/ receiver’s information, and you again use exactly the same information for your future purchases, then you do not need to re-supply your personal I.D. information.

6. How do you protect my personal information security?

Trans4E utilizes our publicly available WeChat account to collect your information. After you have submitted your personal ID information we send this directly to Customs. In order to further protect your personal information, you can write the remarks “For Customs Clearance purposes only” on the ID copy you upload.

Trans4E encrypts the consignee’s information and goes to every effort to keep this information safe.

7. After I’ve ordered my goods, after how long will I receive my package?

The timelines of receiving your package depends on: the time it takes from the original e-commerce seller to Trans4E’s overseas warehouse; the certain time requirements for operations (processing & handling) needed at overseas warehouse; and the time required for international express delivery.

The time taken from the seller to Trans4E’s: depends on the service level for transport you’ve chosen on the seller’s website.

Please find the standard transit time in the Trans4E WeChat introduction.

8. Which method am I meant to use to check the status of my package?

You can enable push-notifications on Trans4E’s WeChat account to send you real-time tracking information.

You can directly look on www.ecmsglobal.com official website to check your package status.

9. Why has my parcel been delayed?

Possibly too much time had passed before you submitted the necessary materials for Customs clearance. Holidays, flights and weather may also affect the arrival time of your goods.

10. What is the opening hours of Trans4E’s overseas warehouse for acceptance goods?

The opening hours are 09:00-18:00 each working day in the designated country.

11. How do I check whether or not my package has been officially received by Trans4E?

When your package arrives at Trans4E’s overseas warehouse operators perform the ‘inbound package scan’ which confirms that we have officially received your package. This information will be recognizable in the tracking information.

12. Which options are available for payment with Trans4E?

Currently WeChat pay is available, however with the upgrade of new services and functions alternative payment methods will become available.

13. How is Trans4E’s Customs duty & tax policy working?

For specifics, please refer to the duty & tax introduction via your WeChat account.

14. Why is it that when I receive my package I do not receive the good’s receipt?

In the case where the user did not select the ‘Ticket-less service’, Trans4E operator cannot extract the receipt that is inside the package. Please contact your seller.

15. Why there are signs that my package has previously been opened when I receive my package?

It is normal for the overseas warehouse to check the contents of the received parcel for prohibited goods to ensure that it will have no problems entering into the chosen destination country/ territory.

16. For the packages that are broken, should I still sign for receiving it?

Please reject on the scene, furthermore take pictures of the broken packages and send it to Trans4E customer service for further handling[Reject on the scene, AND take pictures? Is it OR take pictures? Is it only if the contents of the package is broken? Or is it if the actual l package box is broken??].

17. How do I claim on the insurance from Trans4E?

Trans4e’s transport insurance covers goods within a value of 1000RMB. If the goods are damaged or lost, please keep the transaction documents, damaged goods photos, and whatever abnormal proof of receipt and other documents, and contact trans4e’s customer service claims department. The maximum payment amount will not exceed 1,000RMB. For more than 1,000RMB of goods, it is recommended that users buy their own insurance. With the upgrade of services, Trans4E will also launch this valuation service.

18. 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

19. I want to understand the destination country’s / territory’s rules for duty calculation.

Please refer to the policy regulations with regard to duty rules

For “China’s clearance for personal goods import” duty calculation, please use ECMS’s official duty calculator machine.