Before your first delivery
Frequently asked questions
What customers need to know about receiving and consolidating parcels in China.
- Which Chinese platforms can I buy from?
- 1688, Taobao, Pinduoduo, Alibaba and other Chinese supplier platforms are accepted. Your supplier must deliver to our Guangzhou warehouse.
- Why is my customer ID required?
- Your customer ID lets the warehouse match parcels from different suppliers to the correct account. Always use Customer ID + Name in the receiver information.
- Can I see when parcels arrive?
- Yes. Warehouse records show identified arrivals so you can decide when your order is ready to consolidate.
- When can I request consolidation?
- Request consolidation after the parcels you want to ship have been received and recorded.
- How does payment work?
- We confirm the packing and applicable charges, issue an invoice, and send the goods after payment is confirmed.
- What happens to unidentified or damaged parcels?
- Unidentified parcels are held for investigation. We record visible damage and contact the customer before consolidation or other chargeable work proceeds.
- Can I send dangerous or restricted goods to the warehouse?
- Customers must confirm shipping restrictions before purchasing or sending goods. Goods prohibited by law are never accepted. Dangerous, restricted, special-handling, or freight-forwarder-rejected goods must not be sent without prior written confirmation. If your freight forwarder confirms in writing that the goods are acceptable, SimbaCargo may accept them only after our warehouse also confirms acceptance in writing. If the goods are rejected or cannot be shipped, all product costs, return charges, storage fees, handling fees, disposal fees, and other related expenses are the customer's responsibility.
- How do I return a parcel that has already arrived at the warehouse?
- Before requesting a return through any e-commerce platform, you must contact SimbaCargo through website customer service at +86 15992993041 and receive confirmation that the parcel has been prepared and is ready for return. The warehouse will not assist with any return pickup or return request arranged without prior confirmation. Any failed pickup, delay, or related cost will be the customer's responsibility.