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The delivery lead time is varied from country to country. Customers also have responsibility to help in tracking their parcels through their local Post Office because it is much faster. Otherwise, we could also help customers to request Hong Kong Post Office to request the Post Office of Destination to provide the latest status of the parcel but it takes time and depends on how fast the Post Office of the Destination responds
Other Information Pages:
We provide tracking numbers to all of our customers to track the status of their parcels. Please login our website and get the tracking number from My Account > Order History > Order #. For eBay customers, you should have your tracking number stated in the delivery email we send. The tracking numbers formats are RxxxxxxxxxxHK (Registered Air Package), CPxxxxxxxxxHK (Air Parcel) or EExxxxxxxxxHK (EMS Express).
Please go to http://www.hongkongpost.com/eng/tracking/ and enter your tracking number to get the status of your parcel.
Registered Air Parcel
EMS Express (or Other Express Courier)
- This delivery method is the cheapest but it is not an express shipping (the delivery time is not guaranteed by post office). It is sometime very fast for countries such as US / Australia / Canada / etc which takes 5-10 working days.
- However, it could also take longer than 2-3 months but it is rare. Usually, this happens only when there is a delay caused by the Customs Clearance and Post Office in the customer's country.
- Please do not choose this delivery method when "delivery lead time" is very important to you and you are expected to receive your parcel in days with guarantee because this delivery service does not have a guaranteed maximum delivery time.
- Please be patient if you select this delivery method especially in November and December because it is the peak season for international mailing so the delivery time could be longer than you expected. Sometime your post office may be able to handle your package only after the X'Mas. So please do not choose this delivery method if you want to receive your shipment with guaranteed delivery time.
- Normal Air Parcel is not recommended for some countries with bad and slow postal services (eg. Mexico, Brazil, Israel, Italy, South Africa) because customers from those countries have reported **Slow Customs Clearance & Delivery**.
- In the event of missing parcel, it takes longer time for post office to respond for slow registered parcel.
- Not every destination country supports online tracking status and it totally depends on the service provided by your local post office, please choose EMS Express if you need to check the online status at every service point.
- Some countries do not provide full detail online tracking once the package has arrived the destination (please use Express service if you need something guaranteed).
- This delivery method (similar to DHL / UPS) is expensive than normal Air Parcel but it is much faster which it takes usually 4-8 working days usually after collection by the courier unless:
- Delayed by Customs Clearance in your country
- You are not at the address when the courier delivers, in this case the courier would leave a notice / pick up card at the address to inform you to collect your parcel at the post office.
- Extra security inspection is required at the airline / courier (sometime the courier / airline needs to inspect the parcel to make sure it does not contains dangerous goods).
- Please choose EMS when "delivery lead time" is important to you.
- In the event of missing parcel, the tracking response time is faster.
- The delivery time for EMS Express is also not guaranteed but it takes usually 4-14 days to complete the delivery depends on the time required for Customs Clearance and preparation of your package (eg. it could take extra time if your order included BNF/RTF)
Estimated shipping time for your order 99% depends on the speed of the post office in your country. If the postage service is slow in your country, then there is nothing we can do excepted to recommend you to choose EMS Express for your order. In most case, a parcel departs Hong Kong in 1-3 working days after posting so Hong Kong Post Office works pretty fast. However, the rest delivery time depends on the Customs Clearance and Post Office, if the public service is poor(slow) in your country, we can only say sorry.
Processing time is not included in the estimated shipping time. Estimated shipping is *estimated* so it is just a forecast. Processing time is usually between 1-3 working days (Estimated Only) although we can process 80% of orders on the same day. However, it maybe longer in peak seasons.
When you see status of your order with "Shipment Ready", this means your parcel has been prepared and packed. It is now pending for collection from the courier. So please be patient, you will receive your tracking number from us soon.
For normal Registered / Air Parcel, it takes 2-6 working days usually depends on the availability of Airline Space. Express shipment (eg. EMS Express, Fedex, DHL) takes usually 1-2 working days because Airline company would usually offer higher priority for Express Shipment first.
There is one problem during the peak season (October, November and December) before X'Mas. Because passenger of international traveling would increase a lot during this period. So the Airline Space for parcels will become shortage. Therefore, there might be a significant delay for slow shipment (Registered and Air Parcel) sometime. The departure time of slow shipment might take up between 3-4 weeks sometime depends on the allocation of Airline Space.
You are recommended to choose Express shipment during the peak season to avoid delay if your order is urgent for you and you do not expect to wait.
** The courier and airline company has the right to open and inspect the parcel for dangerous goods when they need to (usually after X-Raying or Random Check), when this takes place, there will be an extra time required for inspection which takes usually 2-7 days.
If the tracking website would only show the date the Registered Mail Package departed (or left Hong Kong):
Destination - South Africa
The item (RB428111928HK) left Hong Kong for its destination on 12-Feb-2011
This is normal because only Express couriers provides full tracking details (every check point the ems parcel passes through). That is why you pay more for Express. However, depends on the post office of the destination. Some countries have better mail tracking system that could provide more tracking details even for a Normal Registered Package. But some countries (especially Colombia, Brazil and South Africa) have slow postal system that cannot track the status of a Registered Air Package at all before it is delivered.
Sometime there will be no tracking status updated before the package is passing through the Customs. Both Post Office and Customs will not have information about the package after the package arrived the destination and before Customs Clearance process. So the post office of destination will always tell you the package has never arrived the country and ask you to screw the sender instead.
** Air Parcel (order with more than 2KG shipping weight) provides more tracking information. However, the speed is about the same as Registered Package.
Depends on the courier who is handling your parcel. If your shipment (usually if your shipment contains battery because it is much more trouble to ship and not every courier takes battery) is shipped via 4PX Express then you will normally see this kind of status (or similar), because 4PX first collects all parcels in bulk, then they process all parcels in their warehouse before sending in bulk to appropriate couriers (eg. Post Office, DHL, UPS, etc).
You will see above status (the status could remain for a while) when the parcel is between transportation and handling from 4PX to another courier. You may see above status remains for a longer time when it is around the peak period (eg. XMas, New Year and Chinese New Year Holiday) because there are too many parcels to process before and after the long holiday. So please be patient because the status will change later.
For most countries (included your country), the Destination Post Office will not have any information on the parcel before the Customs release it. The following is a quote from Canada Post (as an example):
Some items may be delayed if held by customs for additional inspection. Canada Post has no information on specific items awaiting customs inspection. Once an item clears customs, it is handed over to Canada Post for delivery. Delivery time depends on the product and the distance to its destination.
Some customers do not believe what we say so we quoted above phrase from Canada Post (as an example). So you just need to relax and do not think too much to make yourself frustrated, your parcel is not lost but it is out of our control now (just wait for the Customs).
In some cases, the representative of the post office might tell you the parcel has never entered the country or they would simply tell you that they cannot help you and you must seek help from the sender (pretty straight answer to send you away so you start to screw the sender in return). This happens sometime when you have bad luck to get in touch with a bad person who will only throw the ball to others and do not wish to work too much.
** Post office does not process tracking request or issue compensation if a package is held by Customs Authority of Destination for import inspection and procedure. Information is relied on online tracking status and there will be no action taken until Customs release the package.
Please note that delay is 99% due to the Customs Clearance of Your Country (it is not our fault and not under our control) and no one can kick a Customs Officer to work faster. We would say sorry if you are after a guaranteed delivery within *N* days because we are unable to offer you such service so please do not place your order. If you have a trick to make the processing time of Customs Clearance faster, please do not forget to tell us.
Our Company and Post Office are closed on weekend. So packaging and shipping will never happens on weekend. The orders placed on Friday are usually processed in the following week.
Also aware that Company and Post Office are also closed on public holiday. So shipment on weekend and public holiday should not be expected.
Losing a parcel is not likely to happen, the possibility maybe 1/1000, because each parcel we process will be Registered which means it is tracked and required the addressee to sign for it with his ID Card (depends on the postal rules of the destination). Time delay is 99% due to the trouble and slow processing caused by the Customs Clearance and Post Office in the country of destination.
Whether a parcel is lost, it has to be confirmed by the Post Office / Courier of the sender officially. No compensation (refund/resend) will be offered before we receive confirmation from the Post Office. However, the order is regarded "Delivered & Completed" if the post office has confirmed that the package has been "Delivered (or similar status)" either by online tracking status or paper format.
Once we have received your "not received" notice, we will submit a missing parcel report to our post office / courier, and then wait for the postal authority of your country to respond (usually less than 60 days but it depends on country and it is case by case). We can then replace your parcel if it has been lost as reported by our post office officially (or refund you the declared amount if you have requested to declare a different amount). We do not argue the "lost" case in any other manner.
Some countries of destination do not offer full tracking status which the online tracking will only show "Departed / Left Original Country" status. This is regarded as "Completed" due to the limited tracking status provided by the destination post office.
Refund or resend is available after formal confirmation of lost from Post Office / Courier has been received by us.
There are posting guidelines we must follow before we can submit a tracking request to the post office:
- Registered Small Package - 30 days after ship
- Registered Air Parcel (Large) - 30 days after ship
- E-Express Package (Similar to Registered Package) - 2 months after ship
- We would ship the package by E-Express package if your country supports this service because there is no tracking detail for registered package usually if there is E-Express service.
- EMS Express - 2 weeks after ship
- Fedex Express - 5 days after ship
Air Registered and Parcel are classified as economy shipment so longer delivery time is expected. The online tracking status is not always up to date and we experienced few customers reported they have not received their packages (according to online tracking status which is true) but the post offices of the destination eventually responded that the packages have been delivered before the date which the customers contact us which is embarrassing. So please contact us only when you really have not received your package because the post office will find out.
** Some couriers would ask for declaration document from the consignee in order to open a tracking request.
Delay is 99% caused by the Customs of your country depending on whether your parcel is selected for further inspection by Customs. But, it is advised that you should contact us if you haven't received your parcel after 3 weeks. So, we will help you to submit a Tracking Request officially through the Post Office / Courier.
Investigation takes up usually less than 60 days starting from the date of submitting the Tracking Request, and the courier / post office will be responsible for a compensation of the declared amount plus Postage at maximum for each lost parcel unless the package has been insured. The time required for investigation depends on the Post Office of your country - how long they reply Hong Kong Post Office to confirm whether the package has been delivered or lost.
The compensation will be the declared amount if you have requested to declare the package with a different amount. So there is always a drawback and you must to take your own risk and know what you are doing.
Very few customers would contact us after many months to claim for a refund for the reason of order non-receipt. However, there is a deadline that we must submit our tracking request to the post office otherwise they might refuse our complaints or requests after 2 months. So it is a must for you to contact us within 2 months if you have not received your order.
We reserve the right to refuse your request if you file a complaint after 2 months because there is also a deadline we must meet when we submit the missing parcel report to the post office.
For SG Registered / SG EMS. We first need to route the parcels to Singapore via 4PX Express (4PX is the agency of SG Post). 4PX collects the parcels in China and ship all parcels by Air Flight to SG on the same day. Then SG Post/EMS will process the parcels in Singapore and distribute the parcels over the world.
When you see "Pending shipment from Merchant/Shipper", that means your parcel has been sent to Singapore and now waiting for SG Post/EMS to process the parcel one by one. It takes between 1-7 days usually which depends on the availibility (busy or not) of SG Post/EMS. In most case, it takes 1-3 days to finish this process but it may need more time during peak period.
Please do not compare Registered / Air Parcel / EMS Express to these top tier international express couriers (DHL/FEDEX/UPS) because the shipping cost of these couriers is much higher. They could sometime deliver the next day if you pay for the super expensive shipping cost.
In some countries especially in EU. A package maybe delivered to Customs Office for Import Duty (the Customs of your country might think import tax is required from you). You may need to wait for the letter from Customs or Local Post Office for further action. Please do not ignore the letter from the Customs to avoid destroy of shipment due to unpaid duty.
You may also contact the local Post Office or Customs Office with the tracking number to see if they have more information for you but usually the damn post office postmen would tell you they know nothing about this so asked you to screw the sender instead. You can only wait if you have bad luck with poor local postal service.
As reported by EU customers, the waiting period for the letter is usually 1-2 weeks, rare case up to 3-4 weeks depends on the speed of the Customs (Government departments are always slow as you knew).
You are suggested to visit or contact your local Post Office / Couriers with the tracking number, the officer should be able to provide you the status of your parcel.
Certainly, you are welcome to contact us if you need further assistance.
A tracking number will be provided after we posted your package so please go to to the online tracking services provided by the courier (Post Office) of your country to track the status of your package:
You may also try to use these websites to track your parcel (if available).