International Shipping FAQ

MYSENDEX provides international shipping, parcel consolidation, air freight, sea freight, cross-border land transport, warehouse receiving, consolidation and related logistics services. Our services are suitable for individuals, e-commerce sellers, buyers, suppliers, factories and business customers.

No. MYSENDEX is not limited to a single country or shipping direction. Available routes may change, so please check the current air, sea and land transport options shown on the website.

No. Goods may come from e-commerce platforms, suppliers, factories, individual senders or other legitimate sources that meet the requirements of the selected route.

Yes. Individuals commonly use consolidation, small-parcel or overseas shopping services, while sellers and companies may require replenishment, larger cargo, commercial shipments or ongoing logistics arrangements.

Confirm the origin and destination; determine whether the goods are general, sensitive or require special review; then choose a shipping method based on speed, weight, volume and budget.

Yes. A MYSENDEX account is required to obtain shipping details, add parcels, submit shipping instructions and manage shipments.

No single method suits every shipment. Consider speed, type of goods, actual weight, volume, destination, budget and available routes. Large or bulky cargo may not suit air freight, while urgent shipments may not suit sea freight.

Select the relevant origin, destination and shipping method. Different routes may use different minimum charges, weight rounding rules, volumetric formulas or delivery conditions. Large cargo, commercial shipments and special goods may require a specific quotation.

Actual weight is measured on a scale. Volumetric weight reflects the space occupied by a shipment. Chargeable weight is the final weight used for freight calculation. Formulas may vary by route and service.

Light but bulky goods may generate volumetric weight. These terms describe different ways routes may account for volumetric weight. Free Volumetric does not mean every shipment is always charged only by actual weight.

International transport considers both weight and space. Large cartons, hollow products or excessive packaging can increase volumetric weight.

m³ means cubic metre. A shipment measuring 1m × 1m × 1m equals 1m³. Some sea freight services are charged by volume, but not every sea service uses the same charging method.

Differences may arise from final dimensions, volumetric weight, minimum charges, rounding, remote-area fees, oversized or overweight cargo, additional handling, storage, redelivery, customs or third-party charges.

Use appropriately sized packaging, avoid oversized cartons and consider consolidation or repacking where available. Do not remove protection required for fragile or sensitive goods.

General goods usually refer to items without obvious dangerous, specially regulated or sensitive transport characteristics. This is a logistics classification and does not replace official regulatory classifications.

Sensitive goods are not necessarily prohibited, but they may require a specific route because of their properties, transport requirements, customs conditions or destination regulations.

This cannot be determined by product name alone. Acceptance depends on composition, packaging, battery type, quantity, intended use, origin, destination and shipping method.

Not necessarily. Batteries installed in equipment, packed with equipment, standalone batteries and power banks may be subject to different requirements.

No. Genuine branded goods may require proof of purchase or other documents. Counterfeit goods or goods that may infringe intellectual property rights may be detained, seized or subject to enforcement action.

Provide the exact product name, photos or product link, composition where relevant, battery details where applicable, quantity, intended use, origin, destination and preferred shipping method.

The shipment may need another route, additional documentation or handling, and may incur extra charges, delay, return or rejection.

No. Warehouse receipt only means the parcel has entered the warehouse process. It does not mean it has passed all transport, safety, customs or regulatory checks.

Use the current MYSENDEX warehouse address page or log in to your account. Avoid relying on old screenshots, previous chats or past-order addresses.

Courier delivery status is not the same as completed warehouse check-in. The parcel may still need unloading, scanning, identification and system processing.

No. Check-in normally confirms only that the outer parcel has been received. It does not mean every item has been checked for quantity, model, quality, authenticity or condition.

Record each courier tracking number separately. One seller order may be split into multiple physical parcels.

Enter the actual product name, quantity and value accurately. Avoid vague descriptions that do not properly describe the goods.

Where available, you may request consolidation, unpacking, removal of unnecessary packaging, repacking or reinforcement.

Where the warehouse provides such services, they may be requested under the current service conditions. Standard warehouse receipt does not mean every item is checked.

China and Malaysia warehouse parcels may receive up to 60 calendar days of free storage from the first recorded warehouse check-in date. Unless otherwise stated, this is also the general maximum storage period.

Not necessarily. Free and maximum storage periods at other overseas warehouses may differ. Refer to the relevant warehouse or route conditions.

Not necessarily. Duties and taxes depend on destination, goods type, declared value, import purpose and local regulations.

No. Customs clearance is different from paying duties and government taxes. Only routes or orders clearly marked “Tax Included” or “Duty Included” should be treated as including the relevant taxes.

Check the current route conditions, quotation or order. If there is no clear statement that taxes are included, do not assume ordinary freight charges include all duties and taxes.

False declarations should not be made. Product name, quantity, value and other required information should be declared accurately.

Authorities, warehouses or carriers may need to verify value, intended use, product characteristics, import eligibility or compliance.

Yes. Customs inspection, document requests, government measures or regulatory reviews may extend actual transit time.

Possible reasons include prohibited or controlled goods, missing licences, incorrect declarations, destination restrictions, intellectual property issues, carrier restrictions or other legal requirements.

Different routes have different cut-off times, flight schedules, sailing schedules or land transport arrangements. Refer to the current route or order status.

Estimated transit time varies by country, shipping method, destination area and type of goods.

No, unless a service is expressly confirmed in writing as guaranteed-time. Published transit times are generally estimates.

International shipping does not generate a tracking scan at every stage. The shipment may be awaiting a flight or vessel, moving through linehaul, undergoing customs clearance or being transferred to a local provider.

Once dispatched, use the MYSENDEX tracking page.

It may still need customs clearance, sorting, transfer and handover to the local delivery provider.

Last-mile delivery is the final delivery stage by a local courier or transport provider. The provider is normally determined by the route and local arrangement.

This depends on the route and local delivery network. Special areas may be subject to additional conditions or charges.

Contact customer service as soon as possible. Whether information can be changed depends on shipment stage and carrier rules. Address changes, redelivery, storage or return may incur additional charges.

Available methods may vary by system, country or service. Refer to the options shown during checkout.

Confirmation time may vary by bank or payment method. Keep your payment proof and contact customer service if the status remains unchanged after a reasonable period.

The system maintains relevant order and shipping records. Business customers requiring specific documents should confirm requirements before shipment.

Yes, depending on route and current service capability. Large or non-standard cargo usually requires full shipment details and a specific quotation.

Yes, where the relevant route supports this arrangement. Use the correct warehouse address, customer identification and shipment information.

Provide origin and destination, product type, estimated weight and volume, number of pieces, shipping frequency, main delivery areas and your transit-time, customs and delivery requirements.

Where possible, photograph the outer packaging, shipping label, sealed areas and overall condition before fully opening the parcel. Keep all packaging and relevant evidence.

First check whether the seller split the shipment or failed to send part of the order. If logistics loss is suspected, provide the shipment number, weight records, packaging photos and proof of purchase.

Generally no. Seller shortage, split shipment, wrong products, colour or model, quality, functionality or authenticity issues should first be addressed with the seller or shopping platform.

MYSENDEX will investigate using warehouse records, weight records, scans, handover records and carrier information. Eligibility depends on route, loss stage, carrier rules, insurance and applicable law.

Usually: MYSENDEX shipment or order number, original courier tracking number, order or proof of purchase, proof of payment, list of affected items, photos of outer packaging and shipping labels, weight records where relevant, and other evidence required for investigation.

Problems should be reported as soon as possible. Generally, an initial written notice should be submitted within 7 calendar days after the issue is discovered or could reasonably have been discovered.

No. Fragile or leakage-prone goods, inadequate packaging, normal outer packaging wear, reasonable customs inspection or failure to declare special characteristics may affect claim eligibility.

No. Standard freight does not automatically provide full-value cargo insurance. For high-value goods, check whether additional insurance is available before shipment.

Generally no. Unless otherwise provided by a specific service or required by applicable law, transit times are estimates and ordinary delays do not automatically create a right to compensation or a freight refund.