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QTell me about ImportExpress?
A ImportExpress is a B2B wholesale platform, our annual transaction is over 20 million US Dollars and rapidly growing.
QWhere is ImportExpress?
A Our main office is in Shanghai and we have three major warehouses in Shanghai, Guangzhou and Los Angeles.
QWhat kind of customer service will I get?
A Each business customer will get a professional client service manager. They provide personal attention to each customer. Please make sure your email box is valid.
QHow to reset your password?
A If you remember your original password, Log in and go to [your account] first, then click the [Login & Email] to reset password in the next page.

Or [Find Password] from the log in page.
QHow do I tell you my product specific needs?
A

In the shopping cart, click the , and leave your remark.

QExplain the different order status:
A

You can log in your account to see the order status:

Order verification. – We have received your payment and is checking details.

Purchase in process —Purchasing team is purchasing goods from each supplier

Products arrived at our warehouse —The items you purchased have arrived at our warehouse

Products on the way to you— We have shipped out your goods.

QWhat is combine shipping?
A

We combine orders from different suppliers and ship together to you.

QIf I want to import electronics, how do I make sure voltages and plug types are correct?
A

If this info is not specified in product description, please contact us.

QIs it possible to have a sample as i am considering buying in bulk?
A

Yes, use the “Add to Cart” button to buy one first. If you like the product, you can apply for "Bulk Discount"

QCan you help me check the products before shipping?
A Yes, we can take picture for your or perform thorough inspection for a small fee.
QDo I have discount if I want to get in bulk/Wholesale quantity?
A Yes
We fully support our business customers for wholesale orders. There are two ways you can check for the bulk discount when you purchasing with us:
1. After you select an item, click [Bulk Discount] if you are going to order in bulk quantity. Please follow the below process and [Estimate Discount].
2. After you added all your items in your shopping cart and select for combine shipping, business discount will be automatically calculated.
QWhat's the total cost involved?
A Total Cost= Product price (direct from the web page you provided) + International Shipping Cost (from China to your door)
QWhat payment methods do you support?
A PayPal, Bank transfer and all major credit cards.
QHow to refund?
A If there were any item/order cancelled, You will find your balance in [Your Account]>[Withdraw]>[Apply refund Amount]>[Choose the related PayPal account]> [Refund].

After we receive your application of balance withdrawl, our account department will refund your money to your PayPal account within the next 3-5 business days.

QDo you ship to my country?
A We ship to the following countries.
QHow can I estimate shipping cost?
A When you add a product to shopping cart, shipping cost is automatically calculated. We also provide you with tools at ShippingMethods. Notice the final shipping cost will depend on the actual weight of the product .
QHow do I make sure your shipping charge is fair?
A Our shipping rate is published on the website and fully disclosed to you before you pay. International Shipping
We use the final package weight to calculate shipping cost. This weight also cannot be falsified because it can be checked by you upon receival. Additionally, the weight is recorded by carriers such as FedEx.
QWhat shipping carriers do you use?
A UPS, FedEx, DHL for delivery in 2-10 days
Ocean shipping for delivery in 20-30 days
QHow long can ImportExpress hold my goods in its warehouse before I give orders to ship?
A 1 Month, after that we will charge you a standard warehouse fee at $0.5 per day per pallet.
QIn how many days I can receive my orders?
A

Normally it will take about 5days for us to purchase/process in China (collect all your order items from different suppliers), plus 5-10day to delivery via express such as DHL, UPS, FEDEX, etc.
You can always review the lead time before you checkout, as below:

QCan you ship by sea?
A

Yes

QHow can I get the tracking number for my delivery?
A

You can track your order by login [your account] and click [Track]

Your tracking# can also be seen by login [Your account] and click order [Details].

If your tracking# is not track able, please try it again after 24 hours as there might be delay in information update.

QIf my parcel is seized by Customs what should I do?
A

If the items are detained by Customs after the shipment has left China, the buyer is responsible for clearance of the detained items. It is the buyer's responsibility for any Customs duty fees that may be charged upon delivery. How the import duty will be charged depends on each country’s custom policies.


If your items can not be cleared at Customs, you need to provide ImportExpress with the letter authorized by customs stating why they have been seized.


These refer to cases in which the packages are held in detention at your Customs. The dispatching party should be responsible for providing evidence to explain the detention.
Case 1: If the item is held in detention at the dispatching party’s Customs, ImportExpress should make a full refund to the buyer.
Case 2: If Customs proves that the detention happens because the item is prohibited or a replica subject to a fine, ImportExpress should make a full refund to the buyer.
Case 3: If no written certification is provided by Customs about the detention, the goods are deemed to be en route and ImportExpress should handle the case based under the context that the shipping information is incomplete.

QDo I have to pay tax/duty on delivered items from China?
A

Generally, customes duties will not be charged for small express packages and postal parcel.

>> Read more about Customs,Duties and Taxes.
QHow much tariff and duty for me to import from China to my country?
A

USA: Pay ZERO tariff if your order value is less than $800 per shipment, and pay ZERO state sales tax. >> Learn more

If your order value is somewhat higher, we can still find ways to ship with zero tariff. If your order value is much higher, please check out the tariff schedule here.

For example

UK: Pay ZERO duty if order value is less than £135, but need to pay 20% VAT Tax for all orders. >> Learn more

VAT = (Product Value + Freight + Duty )*20%

Tariff: check out tariff schedule here Tariff limit of £135 is explained here

For example

European Union: No need to pay tariff if your order value is less than 150 EURO, but need to pay 15-25% VAT Tax for all orders. >> Learn more

150 Euro Duty Free limit (per shipment) is stated here

Duty can be found in the TARIC database

First Step, search

Then

Australia: Pay ZERO duty and tax if order value is less than 1000 AUD. >> Learn more

1000 AUD limit is stated here

Beyond 1000AUD, you need to pay 10% GST tax and duty.Depending on the product, the applicable duty rate can be anywhere from 0% to 10%, however the majority of goods attract a 5% duty rate.

If you live in New Zealand: duty rate can be found here

But,Where the duty/GST liability is less than $60.00, these charges will not be collected. This is stated here;look under "Fees & charges for unaccompanied goods"

Canada: Pay duty, GST or HST and PST for any mail over CAN $20. >> Learn more

For general info and the 20$CAD limit, check out here

For duty rate, please see

QNot happy with our products or service?
A Please follow the steps below.

QReturn & Refund
A Import-Express is committed to eliminate all the worries of your international network shopping. In order to ensure your shopping convenience and security, you have the corresponding standard in every process of shopping in Import-Express, including the return and replacement of goods. > Return & Refund policy
QHow should I cancel the order after making payment?
A We offer full refund if the order is still under the status of “Verifying details of the order” which means we have not start purchase from supplier/factory yet. You should first find the order you want to cancel in your account and click order "Detail" to "cancel item".


For orders cancelled after we have started purchase but have not been shipped, we will offer partial refund after charging a 15% cancellation fee. Please understand that once the order status shows “Purchase in process” which means we have already paid to our supplier/factory for all your order items and they are on the way to our warehouse. If you decide to cancel any item at that time, we will have to process the cancellation with our suppliers and pay extra delivery fee to return them back.