Knowledge base
Help and frequently asked questions
The essentials of warehouse intake, pricing and delivery.
When will I receive my warehouse address?+
Immediately after registration and the short account onboarding. The address includes your personal customer code.
Why add the tracking number in advance?+
A pre-alert helps the warehouse match an incoming parcel to your account. Without one, the parcel may temporarily enter the unidentified queue.
How is chargeable weight calculated?+
The system compares actual and volumetric weight, then applies the selected rate’s minimum and rounding increment. You see the complete breakdown before ordering.
Can I consolidate several parcels?+
Yes. Stored parcels at the same warehouse can be combined when they meet the selected service restrictions.
Where can I see parcel photos?+
Packaging and damage photos are available in the parcel details through a time-limited secure link.
How do I contact support?+
After sign-in, open Support and create a ticket. You can link it to a parcel or order if needed.
Which goods cannot be shipped?+
Dangerous, prohibited and permit-controlled categories require advance approval. Check Restricted goods before purchasing.