Answer：In response to the requirements of the State Post Office for express delivery enterprises, to ensure your legitimate rights and interests and the security of the packages you consign, you need to activate your account number before you can successfully consign your goods through hitotong. Business license is required for enterprise certification, and ID card is required for personal certification. If you have any questions, please consult your account manager.
How to modify account information？
Answer：Users can log in to the account and click "account management", "password modification", "address maintenance" and "information update". If the user's password is lost or forgotten, please use the registered email to retrieve it, or contact your account manager.
Account registration cannot receive email？
Answer：Please check the trash can and email screening settings, or contact the account manager to assist in registration.
How to query the cross border logistics service price of each channel？
Answer：Different channels have different prices. For details, please contact the customer manager to develop a more suitable exclusive cross-border logistics solution for you.
Is it possible to pick up the goods at home? How much is the charge?
Answer：Both the sender and the receiver are within the scope of our service. We can arrange the driver to pick up the goods free of charge. Please contact the customer manager of hitotong for details.
How do you receive goods on weekends?
Answer：We will inform our colleagues in the operation Department to arrange for the driver to receive the goods at the weekend according to the customer's needs.
Can I send batteries to the international special line?
Answer：You can only ship built-in lithium batteries, and do not accept power bank or pure battery parts. At the same time, you need to provide MSDS certificate, UN38.3 test report and shipper's statement (battery guarantee). Different lines have different requirements. Please consult your account manager for details.
Is there a problem if the weight is not accurate enough?
Answer：If the customer's weight is not accurate when placing the order, it will not affect the order. Our colleagues in the operation Department will check the weight after they get the package. When delivering the goods, they will also deliver the goods according to the weight verification data, and then update it to the system for the customer to view.
Are there any offices or warehouses in other cities except Shenzhen?
Answer：Haituotong pursues the principle of safety and efficiency, and customer satisfaction is our goal. In order to better facilitate customer service, haituotong has set up branches in Guangzhou, Shanghai and Yiwu, striving to realize zero inventory management of customers' goods on the same day. More offices are accelerating expansion.
How to cancel / void / cut off an order？
Answer：A、Stock in order：1.Unsubmitted orders: customers can cancel the orders directly in the warehouse entry management of haituotong without any charge；2.Orders submitted but not delivered: customers can contact the customer manager of haituotong for operation, and haituotong will charge fees according to the completion of order service；3.Orders issued: cannot be cancelled；B、Outbound order：1.Order before delivery confirmation status: customers can cancel the order directly in the delivery order management of hitcom；2.If the order in the status of delivery confirmation is invalid, haituotong will charge a processing fee of 2 yuan / order；3.Order in picking / picking completed / packing / packing completed status: cannot be cancelled；
Requirements of cargo size and weight？
Answer：A、International special line：EU countries：Maximum weight ≤ 30kg long + 2 ×（ Width + height) ≤ 300cm, single side no more than 175cm; Australia: maximum weight ≤ 27kg, length + width + height ≤ 140cm, unilateral length ≤ 105cm；Russia：Longest side + 2 ×（ Width + height) ≤ 300cm, the longest side is not more than 175cm；B、postal packet：Weight limit：Within 2kg; Size limit: length (L) + height (H) + width (W) ≤ 90cm, and the longest side shall not exceed 60cm；
Can the balance of recharge be withdrawn？
Answer：If the customer confirms that he will no longer use our service, customer service can help the customer apply for a refund after the financial confirmation that the fee has been settled.
How can I see the charging details of the system?
Answer：Customers can download and export directly from their own system account number - financial details - select date.
What are the channels or ways of account recharge?
Answer：The current support line for public transfers, Alipay, will follow the opening of PayPal, HSBC and other payment methods.。
How to modify product information？
Answer：If the product is not stored in the warehouse, the customer can modify it in the background of hitcom; If the product has been put into the warehouse, please contact haituotong for dimension review, and haituotong will modify it after review。
What back-end technical interfaces can transportation and distribution solutions provide？
Answer：Through API technology interface docking, provide data transmission, real-time view trajectory, automatic forecast, fast order, make the operation process more simple. The system can be seamlessly connected with ERP systems such as caravan, Tongtu, little boss, shop secretary and lazy man. Please refer to our API development documents：webapi.haituotong.com
How to synchronize the order information of eBay / Amazon / express?
Answer：Order synchronization of e-commerce platform refers to the function of automatic synchronization of orders of e-commerce platform for centralized delivery processing in haituotong system. In order to synchronize orders, you must first bind the account number of eBay / Amazon / express and configure the rules for synchronizing orders. For details, please refer to the system background operation guide or contact your account manager.
How to apply for a claim？
Answer：The system background displays all the details of claims, you can apply for claims, or contact your customer manager. There are different compensation standards for different transportation sections and different compensation scenarios. We will assist you in compensation according to the specific situation.
Under what circumstances can I claim for the online items？
Answer：The online items have been checked by the post office, and there is no sign on the website, return items, customs check, arrival waiting for pick-up, and other abnormal conditions can claim（ The parcel has the track of the destination country, no claim will be accepted)
How many days can I claim for compensation if I have not been online, and how many days have I been online?
Answer：Data can be provided to apply for claim 30 days after the date of non online shipment, and the valid claim period is 105 days from the date of shipment; Online is to meet the delivery date 120 days after the track no sign in, return, deduction, arrive to be taken can provide claim information for claims, effective within 150 days from the delivery.
Why can't the tax details for ordinary customers be given a complete and detailed list?
Answer：Each shipment of our goods includes many customers' goods, and each customer has many product categories; The tax bill provided by the customs is only a whole batch of total taxes, and there is no detailed name. We query the corresponding tax rate according to your product type and calculate and collect according to the formula collected by the customs.
What is the customs clearance service of overseas shopping？
Answer：It provides integrated services of customs clearance and local delivery for cross-border e-commerce platform, transshipment peer customers, import traders, purchasing platform, etc. the goods are delivered to our Hong Kong warehouse, and then our customs clearance and domestic delivery. Tailor the most suitable cross-border customs clearance solution for customers.
What are the advantages of overseas customs clearance service?
Answer：1、Various modes: personal goods, cross-border e-commerce customs clearance, express customs clearance and other modes。2、Lower cost: tariff subsidy available。3、Faster customs clearance: the whole process of it, efficient business operation. 4、 Sunshine standard: safety standard, stability and guarantee.
Can customs clearance service enjoy tariff subsidy?
Answer：Our customs clearance service has been more than ten years, and many well-known transshipment companies are also using our customs clearance service. Tariff subsidies can be made according to the nature of customers' goods. Please consult our business manager for details.
What is the main reference of Korean import services?
Answer：Focusing on South Korea import for more than ten years, South Korea East Gate designated international logistics company. To build an efficient and professional Korean cross-border e-commerce logistics service provider.
What are the main areas of cross-border logistics services of Hitop?
Answer：At present, our international dedicated line logistics services mainly cover the United States, Japan and other destination regions, and we will further expand according to the business needs of customers. Among them, the postal parcel business covers more than 220 countries and regions around the world.
What customers are the cross-border logistics service programs mainly for and what customer groups are there?
Answer：Our customers are mainly export trading companies, cross-border e-commerce companies and international logistics freight forwarding companies, which can provide personalized customized and professional international logistics solutions for users to enhance their market competitiveness.
What is the main content of cross-border logistics service?
Answer：Can provide customers with international multimodal transport logistics services, including international special line, FBA first journey, warehousing, shipping, air, land, international express and distribution, terminal services and customs clearance services. Relying on the global logistics operation network, high-tech accurate accounting, and benefiting from the scale economy advantages of hitcom, we can provide you with low-cost and high efficiency services, so that your goods can reach the world.
What problems can cross border logistics service solutions help customers solve?
Answer：It aims to help customers choose Amazon distribution, warehousing, cross-border e-commerce transportation and other services, and provide users with strong operation guarantee and support. And according to the different needs of customers, we can build the best cross-border logistics service platform in international import and export logistics, customs clearance service, customer service and other aspects, improve the final customer satisfaction, help business development, and enhance customer brand image.
Is the Southeast Asian route truck transportation? Will it be slow?
Answer：Due to the unique geographical location of Southeast Asia, the efficiency of trucks is similar to that of air transportation, but the price of trucks is much lower than that of air transportation. Haituotong truck transportation in Southeast Asia has been more than ten years, and has its own ICD customs declaration center, which can realize multiple ways such as general trade, double clearance to the door and so on.
What is the list of prohibited items?
《1》、Order No. 43 of the General Administration of Customs《List of prohibited entry and exit articles of the people's Republic of China》And《List of restricted entry and exit articles of the people's Republic of China》Prohibited / restricted items.
《2》、Prohibited / restricted articles stipulated by China Post：
1、All kinds of weapons and ammunition. Such as guns, bullets, shells, grenades, mines, bombs and so on.
2、All kinds of explosive materials. Such as detonators, explosives, gunpowder, firecrackers, etc.
3、All kinds of combustible materials, including liquid, gas and solid. Such as gasoline, kerosene, tung oil, alcohol, lacquer, diesel, aerosol, gas lighter, gas cylinder, phosphorus, sulfur, matches, etc.
4、All kinds of corrosive materials. Such as sulfuric acid, hydrochloric acid, nitric acid, organic solvents, pesticides, hydrogen peroxide, dangerous chemicals, etc.
5、All kinds of radioactive elements and containers. Such as uranium, cobalt, radium, plutonium, etc.
6、All kinds of strong poisons. Such as thallium, cyanide, arsenic, etc.
7、All kinds of narcotic drugs. Such as opium (including poppy shell, flower, bract, leaf), morphine, cocaine, heroin, marijuana, methamphetamine, ephedrine and other products.
8、All kinds of biochemical products and infectious goods. Such as anthrax, dangerous bacteria, medical waste, etc.
9、All kinds of publications, publicity materials and printed materials that endanger national security, social and political stability and are obscene.
10、All kinds of articles harmful to public health. Such as bones, animal organs, limbs, animal skin without nitrate, animal bone without medicine, etc.
11、Articles prohibited from circulation, delivery or entry or exit are expressly prohibited by national laws, regulations and administrative regulations, such as state secret documents and materials, national currency and forged currency and securities, simulation weapons, controlled knives, precious cultural relics, endangered wildlife and their products.
12、Improper packaging may endanger personal safety, pollute or damage other articles and equipment.
13、The sending countries (regions) are prohibited to post and deliver imported goods.
14、Other prohibited articles.
《3》、Other articles prohibited by laws and regulations.
Prohibited and restricted shipment?
The sender has clearly understood that the service provider does not accept the consignment of the sender as a counterfeit and《National Customs Law》Clearly prohibited goods, and agree that the goods delivered are in line with the transportation conditions. If the sender violates the relevant regulations, the sender shall be responsible for all consequences. 《1》、Prohibited articles：
1、Customs Intellectual Property Protection (such as world-famous brands, there is a "formal power of attorney" can be sent), counterfeit goods；
2、All kinds of weapons and ammunition, simulation weapons (such as simulation toy guns), toxic chemicals, dangerous chemicals, explosives (detonators, gunpowder, fireworks, gas engines, gasoline, kerosene, alcohol, sulfuric acid, hydrochloric acid, nitric acid, organic solvents, pesticides, paints, etc.), firearms, white crystal, powder, liquid, paste, etc;
3、Cash, cheques, bills of exchange, securities, bearer negotiable instruments, counterfeit currency, debit cards, credit cards and other cards, as well as passbooks of financial institutions;
4、Drugs (such as arsenic, opium, morphine, heroin, marijuana, ice, etc.), drugs and narcotics, psychotropic substances, etc；
5、All kinds of obscene books and periodicals, newspapers, pictures, films, publicity materials, audio-visual products, CD ROMs, video tapes, audio tapes, obscene toys, entertainment products, as well as daily necessities printed and engraved with obscene words and patterns, etc；
6、Animals and plants, animal corpses (such as specimens), animal skins without nitrate, animal bones without medicine, human bodies, and other harmful organisms；
7、Tobacco, wine, sugar, mahogany, seeds (other propagation materials), cosmetics, food, etc；
8、Medical waste, chemical waste, industrial waste and strong poisons (such as thallium, cyanide, etc.)；
9、Precious cultural relics, antiques, audio-visual products (CD, tape, video, etc.), gold, silver, platinum and other precious metal products, gems, jewelry, pearls, ivory, animal skin, fur (fur), seals or official seals, etc；
10、Spray containers, asbestos, butane lighter, over standard magnetic substances, oxides and organic peroxide.；
11、Articles prohibited or restricted by the laws of the importing and exporting countries, including the importing and exporting countries；
12、Other items that are not allowed to be carried in the transportation agreement of airlines and transportation companies；
13、Other articles considered by the service provider not conforming to the regulations。 《2》、Restricted items：
1、Some transportation channels restrict the transportation of battery products (please consult the customer manager for battery transportation)；
2、Some transportation channels restrict the transportation of wooden cases (please consult the customer manager for the requirements of international express export wooden cases)；
3、Hongkong Post limited the transportation of metal products by small parcel flat mail；
4、Some transportation channels restrict the transportation of wigs and car players；
5、China's Federation restricts the transportation of LED products with brand marks, products with CE, UL, ROHS, Ru, FCC and other certification marks, circuit boards, books and auto parts.