Shipping and Compensation Policy

This policy explains how Cncartbuy (“Cncartbuy”, “we”, “us” or “our”) ships orders, how shipping costs are calculated, how shipping insurance works and what compensation we pay if a parcel is lost or damaged in transit. It forms part of our Terms of Service.

1. Where we ship from

We ship from two kinds of location:

• Overseas warehouses in the United States, Canada, the United Kingdom and Germany, for products in our Shop.
• Our Guangzhou warehouse in China, for Buy for You (buying-agent) orders, forwarded parcels and products sourced in China.

2. Shop orders from overseas warehouses

• Each overseas warehouse ships only within its own country. Shop products are available only for delivery addresses in the United States, Canada, the United Kingdom or Germany, and only from stock held in the same country as the delivery address. We do not ship Shop products across borders.
• Your delivery address decides which products you can buy. The country you select at the top of the Website is used for browsing, default currency and shipping estimates; at checkout, the country of your delivery address applies. If it differs, we recalculate shipping and availability. Products that cannot be sold to that country cannot be checked out, and you can remove them or convert them into an inquiry.
• An order with one delivery address ships from one warehouse. For bulk dropshipping orders with several delivery addresses, we create a separate sub-order for each address, each shipped from the warehouse in that country.
• Shipping cost and estimated delivery time are shown on the product page as an estimate, and the final shipping cost is confirmed at checkout.
• Once your order ships, we add the tracking number to your order details and notify you by email.

3. Shipping from our Guangzhou warehouse

3.1 How it works

1. Your goods arrive at our Guangzhou warehouse, either bought by us through Buy for You or sent by sellers for Forwarding.
2. We receive and record each item and carry out the inspection and photography included in your service or chosen by you. Buy for You items must be confirmed by you before they can be shipped.
3. When you are ready, you select the items to ship and submit a parcel with your delivery address. You can combine items from different orders and services, with no limit on the number or weight of items.
4. Our customer service team discusses the shipping options with you, such as air or sea, and confirms the method with you.
5. We pack the parcel, weigh and measure it, and calculate the international shipping cost for the agreed method.
6. You pay the international shipping cost, any optional services and any insurance you choose.
7. We dispatch the parcel and add the international tracking number to your account.

3.2 Destinations

We ship parcels from China to a large number of countries and regions. The list of available destinations is shown in our Shipping Calculator and at checkout. Some routes may be unavailable for certain goods or destinations.

3.3 Shipping costs

• Shipping costs depend on the route, shipping method, destination, and the weight and dimensions of the packed parcel.
• Shipping is charged on the chargeable weight, which is the greater of the actual weight and the volumetric weight.
• Estimates on product pages and in the Shipping Calculator are based on the information available and are marked as estimates. The final cost is based on the packed weight and dimensions and the shipping method agreed with you. If we cannot estimate shipping for a Buy for You product in advance, we quote it after your parcel has been packed.
• For Forwarding, we charge no service fee and add no mark-up: you pay only the shipping cost and any optional services you choose.

3.4 Warehouse services and fees

Basic inspection is included in the Buy for You service fee. Prices are set in Chinese yuan (CNY). On this page they are shown in US dollars at our current rate, with the CNY amount in brackets. The prices above are our current rates and may be updated; the prices that apply are those shown when you pay.

We do not charge overdue storage fees, and we do not dispose of goods because they have been stored for a long time.

3.5 Customs declarations

Before a parcel leaves China, you must provide or confirm the customs declaration for its contents, including item descriptions, quantities and values. Declarations must be accurate and comply with the rules of the destination country. We cannot make false declarations, such as understating values or misdescribing goods. Parcels with incorrect declarations may be delayed, returned, fined or seized by customs, and you are responsible for the consequences.

3.6 Forwarding forecasts and unclaimed parcels

• After registering, you can find our Guangzhou warehouse address and your personal customer code under My Warehouse Address. Please put your customer code on every parcel you send to us.
• Please forecast each parcel with its domestic tracking number, item names, quantities, declared value and goods type before it arrives. Forecasts can be edited or cancelled before the parcel is received.
• Parcels that we cannot match to a forecast or customer code are held as unclaimed parcels. You can submit a claim with proof of purchase, and our team will review it.

4. Delivery times

Delivery times shown on the Website are estimates and depend on the route, customs clearance, local delivery conditions, holidays and peak seasons. Delays caused by customs inspections, carrier disruption, weather or other events beyond our control do not entitle you to compensation unless the parcel is lost or damaged as described in section 7.

5. Customs duties and taxes

Import duties, taxes and customs fees may be charged by the destination country. Unless they are collected at checkout, they are the recipient’s responsibility and are payable to the carrier or customs authority. Please check your country’s import rules before you order.

6. Delivery problems

• Address changes: you can change your delivery address in your order details until the order or parcel has been shipped. After dispatch, changes depend on the carrier and may incur extra charges.
• Failed delivery: if a carrier cannot deliver a parcel, please follow the carrier’s instructions or contact us. Parcels returned to sender because of an incorrect address, refusal or non-collection may incur return shipping or other charges.
• Delivered but not received: if tracking shows a parcel as delivered but you have not received it, please check with neighbours and your local carrier office and then contact us through Request after-sales on your order. We will open an investigation with the carrier.

7. Compensation for lost or damaged parcels

This section applies to parcels shipped internationally from our Guangzhou warehouse that are lost or damaged during international transit.

7.1 Uninsured parcels

If an uninsured parcel is lost or damaged in international transit, we compensate you with:

• a refund of the international shipping cost you paid for the parcel, including any surcharges included in that cost, such as fuel or remote-area surcharges; plus
• compensation of US$5.98 (CNY 40) per kilogram, based on the actual weight of the parcel.

Fees for optional services, such as extra photos and priority handling, are not refunded.

Example: for an uninsured parcel with an actual weight of 2 kg, compensation is the international shipping cost paid plus US$11.96 (CNY 80, 2 × CNY 40).

7.2 Insured parcels

If an insured parcel is lost or damaged in international transit, we compensate you with the insured amount plus a refund of the international shipping cost you paid. Insurance is optional and can be added when you pay for your parcel. The premium is based on the value of the goods you insure and is shown before you pay. We recommend insurance for valuable goods, because uninsured compensation is calculated by weight and may be lower than the value of the goods.

7.3 Current rates

The compensation rate of US$5.98 (CNY 40) per kilogram and the insurance premium are our current rates and may be updated from time to time. The rates that apply to a parcel are those in effect when you pay for that parcel. Compensation is set in CNY. On this page it is shown in US dollars at our current rate, with the CNY amount in brackets.

7.4 How to make a claim

1. Open the order or parcel in your account and select Request after-sales.
2. Choose the type of problem, such as lost parcel or damaged parcel, and describe what happened.
3. For damage, upload clear photos or videos of the outer packaging, the shipping label and the damaged items. Please keep the packaging and items until your claim has been resolved.
4. Submit your claim as soon as possible and within the time limit shown in the after-sales form.

We may need to open an investigation with the carrier before we decide a claim, especially if tracking has stopped updating or shows the parcel as delivered.

7.5 Review and payment

Each claim is reviewed by our team and confirmed by our Finance team before compensation is paid. Compensation is paid to your original payment method or to your Cncartbuy wallet balance. Your request shows “Refund in progress” while it is being processed and “Refunded” once our Finance team has completed it.

7.6 What is not covered

We do not pay compensation for:

• delays where the parcel is not lost or damaged;
• parcels seized, destroyed or returned by customs because of prohibited contents, incorrect or false declarations, or the recipient’s failure to pay duties or provide documents;
• parcels that could not be delivered because of an incorrect or incomplete address, refusal or non-collection;
• items that are prohibited under our Prohibited Items Policy.

7.7 Shop orders from overseas warehouses

If a Shop order from one of our overseas warehouses arrives damaged or does not arrive, please submit a request through Request after-sales. These cases are handled under our Refund and Returns Policy, which may include a refund or replacement.

8. Order cancellations by our supplier

If our overseas-warehouse supplier cancels all or part of a Shop order, we refund the price of the cancelled goods and the shipping charged for them after review by our Finance team. See our Refund and Returns Policy for details.

9. Contact us

For shipping questions, please contact us through the Contact page on our website or submit a request through Request after-sales on your order.