A compilation of the most common questions and answers regarding international express shipping, including customs clearance procedures, delivery timelines, and compensation for lost items.
Customs Clearance Related Questions
Q1: What is customs clearance? How long does it take?
Customs clearance refers to the process where customs authorities inspect and release goods upon entry into the destination country. Under normal circumstances, clearance takes 1-3 business days, while complex shipments may require more time.
Q2: Are taxes required for customs clearance?
According to the regulations of the destination country, goods exceeding a certain value are subject to import duties and value-added tax (VAT). Specific tax rates vary by country and product category.
Q3: What should I do if my shipment is detained by customs?
Please contact Welisen customer service. We will assist you by:
- Understanding the reason for detention
- Preparing the required documents
- Coordinating the customs clearance and release
Delivery Time Related Questions
Q4: How many days does international express shipping generally take?
| Destination | DHL | FedEx | UPS |
|---|---|---|---|
| USA | 3-5 days | 2-4 days | 3-5 days |
| Europe | 2-4 days | 3-5 days | 4-6 days |
| Southeast Asia | 2-3 days | 2-4 days | 3-5 days |
Q5: Why hasn't my package's tracking information been updated?
Possible reasons:
- Undergoing customs clearance
- Delivery delays at the destination
- Delays in logistics information synchronization
It is recommended to wait 24-48 hours before checking again, or contact customer service for detailed inquiries.
Compensation Related Questions
Q6: How is compensation handled for lost or damaged packages?
Welisen provides comprehensive claims services:
- Lost items: Compensation based on declared value (subject to maximum limits depending on the shipping channel)
- Damaged items: Provide photos of the damage for compensation based on the actual loss
Q7: How can I purchase insurance?
You can opt to purchase shipping insurance during the order placement. The premium is typically 1%-3% of the goods' value, providing full coverage.
Other Questions
Q8: Can I ship food items?
Some food items can be shipped, but please note:
- Must not contain meat ingredients
- Require sealed packaging
- Some countries have import restrictions
Q9: How can I track my shipment?
- Log in to the Welisen official website
- Enter the tracking number to check
- Or follow the WeChat Official Account to query
Have other questions? Feel free to contact our customer service team!