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| Frequently Asked Questions 常見問題 |
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 | Why Use Wacpack?
WacPack endeavours to provide a more personal courier and freight service that is designed to deliver your shipments worldwide quicker - by using direct flights, and by providing flexible services that meet your requirements.
Wacpack also aims to save you money – we don’t charge a fuel surcharge, we discount rates for samples, and don’t charge extra for billing the receiver. Our tariffs and services have features specially aimed at Asian producers and their overseas customers – e.g.: – flexible billing options that exclude consignee billing surcharges – many of the overseas customers are already Wacnet customers and can be billed directly, and – lower rates for low-value samples – the integrators charge sample shipments at the same rate as high-value shipments, when high-value shipments are often subjected to additional formal clearance procedures. Unlike the large integrators, we do not have our own staff worldwide, but we can still serve the world and be price-, and service-, competitive by providing a personal service at key points, and by using the best airlines and transportation wholesalers around the globe.
You will automatically be advised via email that a shipment is coming, or that the shipment has been delivered. Tracking information is also available.
Terms and Conditions.
What is Volumetric / Dimensional WeightDead weight is the actual weight of your
shipment (25kg). ... However, it's common for couriers like FedEx,
UPS, and DHL to implement a pricing structure based on the amount of
space your shipment takes up on a truck, ship or aircraft. This is known as
dimensional (or volumetric) weight. We call it chargeable weight (CW)
which is the larger of the two.Volumetric Weight can be calculated by Dims of parcel
divided by 4,000 / 5,000 or 6,000 depending on the carrier and service. https://www.youtube.com/watch?v=QDP7TdlnHeM
What Can I Send Through WacPack?
Wacpack is a multi-modal logistics company, and therefore handles most types of shipment. Note that certain commodities are restricted or prohibited from being sent as courier, and may therefore be subject to additional costs and/or slower transit times; for details, please contact our customer services staff. Note that shipments will be sent on our express service, and billed accordingly, unless we are told otherwise in advance. Deferred services are available via air freight, sea freight or “sea-air” (a combination of sea freight and air freight, that achieves faster transit times than sea freight, at rates that are lower than air freight, particularly to long-haul destinations).
Are There Some Items That Cannot be Sent?
Some of the following commodities are not accepted as courier, and others are accepted to certain destinations only. Some of these may be accepted as air freight. For more specific advice, please contact us with the commodity description and the shipment destination address. Currency, bullion and negotiable instruments Pornography Weapons and ammunition Items valued at over HKD500,000, antiques, fine art, jewellery, and watches Animals, furs and ivory Dangerous or hazardous goods Magnets, liquids, medicines, human remains and perishables Counterfeit goods Don’t get us into trouble by mis-declaring contents or values!!
How Can I Start Using Wacpack?
Non-Hong Kong companies, that have used the www.wacnet.com / CD-Express CD-ROM service in the past, automatically have a Wacpack account already and can start using it immediately. Hong Kong companies, that have received Wacnet / CD-Express deliveries before, automatically have a Wacpack account, but we need some additional information in order to activate the account. New non-HK companies, that wish to use Wacpack, need to open an account atwww.wacnet.com. New HK companies need to complete a credit application.
How Will I Pay for Wacpack Shipments?
Hong Kong users will be billed by Wacnet (HK) Ltd twice per month, and payments are due within 14 days of the invoice dates. Non-HK users need to purchase credits on www.wacnet.com, and will automatically be charged one credit for each Wacpack shipment. The credits will then be deducted from the invoice - payment for the balance is due within 30 days of the invoice date.
If I am Late with my Payments?
Wacnet reserve the right to charge up to 10% pcm (20% for overseas debt) on a compound rate after the due date of the invoice, which is dictated by Wacnet Ltd. If payments is still unpaid Wacnet will take what ever action necessary to redeem the outstanding amounts at the time due. . However if you are having problems paying your bills then talk to us and we will do our best to keep happy.
What about Insurance or Guarantees?
Insurance – your shipments are covered by the Warsaw Convention, which means that you can expect USD25 per kg. in compensation if the shipment is lost. However, we can provide additional insurance for your shipments at an extra cost POA. Guarantees – stated transit times are indicative only, and may be affected by customs procedures, so we regret that we cannot accept liability if your shipments are delayed, for whatever reason. Note that any duties and taxes that are incurred at destination will be payable by the receiver, irrespective of who is paying the shipping cost.
What Are The Terms & Conditions of Carriage?
As a user of this website (referred to as "you/your") you acknowledge that any use of this website including any transactions you make ("use/using") is subject to our terms and conditions below.
Pieces – how many pieces are in the shipment? Note that each piece cannot exceed 32kg, and cannot have more than one dimension over 1 metre, to travel as courier.
Weight – what is the actual gross weight, in kilos?
If you have a shipment weighing 1300g, then please either enter 1.3kg or 1.5kg – the weight will be rounded up to 1.5kg for billing purposes.
Dimensions – the actual billing weight will be the higher of the actual weight and the shipment’s volumetric weight – do you have a non-dense shipment?
If so, please enter the shipment’s measurements (3 dimensions, in cm, for each piece) – the volumetric weight will be calculated by using the formula (Length x Height x Width) / 5000.
Definitions
Listed below the following terms that will be found in these terms of carriage:
Consignment – A parcel or group of parcels sent through this service to each individual address.
Consignee/Receiver – The person who is receiving the consignment.
AWB/Airwaybill – The documentation placed on the parcel.
Third Party - The order placed through WacPack utilising the account that WacPack has with the major carriers.
Obligation to the customer
WacPack will arrange delivery of the consignment/s directly or through an appointed third party service with a reputable carrier.
WacPack will arrange for the consignment/s to be collected directly or through an appointed third party agent.
The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large.
In addition WacPack Ltd has the right to refuse any order/user from our system.
All queries/claims must be directed through WacPack Ltd in the first instance who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, WacPack Ltd may not be able to assist you with your query at a later date.
This automated ordering system books the collection as requested by the customer. If this collection fails you must contact WacPack Ltd where an alternative collection will be booked as soon as possible.
The automated system books and charges for the delivery. If the consignment/s has to be returned then the return charge may be chargeable.
We may charge £5.95 per booking for doing standard export courier bookings on behalf of the customer instead of the customer putting the details online themselves.
WacPack Ltd can only deliver to a full street address.
We cannot delivery to a PO Box. If a consignment is collected and returned for this reason, no refund will be given.
All prices quoted on this web site are in pounds sterling, Hong Kong dollars or US dollars.
Payment to be made 30 days from invoice(where applicable) at the end of your order once the service has been booked with our carrier.
All UK customers are billed locally. Wacnet reserve the right to charge up to 10% pcm after the due date of the invoice, which is dictated by either Royal Bank of Scotland or Wacnet Ltd. If payments is still unpaid either RBS or Wacnet will take whatever action necessary to redeem the outstanding amounts at the time due.However if you are having problems paying your bills then talk to us and we will do our best to keep RBS happy.
This service can be cancelled and a full refund will be given up until the consignment is collected.
The order and any cancellation of order will be confirmed in writing. If this is not received, please contact our offices where the transaction will be checked.
Tracking is available through our Web site online. Hard copy Proof Of Delivery will be charged at £10 / HKD140 / USD20 per item.
Prohibited Items
Please check that we are able to carry your contents before placing your order. If a prohibited item is collected and then later returned, no refund of carriage will be given. No claim for damage can be made on a Prohibited item.
Collection & Delivery
The automated system books the collection as per the customer’s request. The system will tell you if the time slot is available if not you can select an alternative. Please note this collection time is not guaranteed. In the rare event that the courier cannot make the collection we will re book within 24 hours as long as the customer is available.
Please note, we cannot specify a morning collection. You can request after a certain time if permitted, but collections will be made up until 5pm on any given working day.
Saturday collections are available on request but are not guaranteed. Refund of the Saturday surcharge will be applied if delivery is not made on the relevant Saturday.
Please ensure you are in at the collection time that you request. A surcharge of £10.00 will be applied if you are out when the driver tries to collect, or if a booking is cancelled at the time of collection.
Any timed deliveries that are not delivered by the guaranteed time (where applicable), such as pre 10am and pre 10.30am service, will not incur the applicable surcharge, as long as the reason for delay has not been a customs query, mis-address or attempted delivery.
Please note that any guaranteed service will guarantee a delivery time once collected. If the collection fails it will be re booked as soon as possible this will be no later than 24 hours as long as the customer is available for collection.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a re delivery is necessary.
A customs invoice must be completed for ALL countries outside the European Union. A template will be e-mailed to you if applicable once the order is placed. Four copies of this must be given to the driver on collection.
You will be able to track the progress of your consignment. The documentation that is provided at the end of your order or which the driver brings in will contain this tracking number. Please contact our offices to track the consignment.
Some of our services are subject to a redelivery charge.
This is detailed in the services section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
Customs Clearance
You are pre paying for the freightage charges of your consignment/s only. WacPack Ltd has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the receiver (in the first instance) before delivery is made. WacPack Ltd reserve the right to pass these charges directly onto the person that placed the order if the receiver refuses to pay the duty and tax charges. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on to the sender.
Consignment/s that exceed the value of £4,699 may be delayed as they will require further documentation for clearance.
Surcharges
By entering the weight and dimensions of your consignment/s you are pre paying for the freightage. If the actual or volumetric consignment/s is heavier then the additional charges will be billed, and the reason for the discrepancy will be confirmed in writing.
Please ensure you are in at the collection time that you request, and that the consignment is ready. A surcharge of £10.00 / HKD140 / USD20 may be applied for each period of 15 minutes that the collection courier needs to wait.
Transit times must be checked for the service ordered. On some services there will be a surcharge if a redelivery is necessary.
Saturday delivery surcharge is available on request. See section on collection and Delivery.
You are pre paying for the freightage charges. Any Customs charges will be passed on in addition should they arise. Please see the Customs clearance section.
We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.
Some of our services are subject to a re delivery charge.
This is detailed in the services section. Please ensure that the receiver is in to accept the delivery or you will have to pay an additional charge on each delivery attempt.
Delay / Damage / Loss
Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be voided.
We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.
In the rare event of damage all packaging must be kept for inspection by the carrier. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept any claim will be voided.
Stated transit times are given for guidance only and may be longer to remote areas or due to customs delays. Compensation will not be given for delivery delays for whatever reason.
Any claim must be brought to us within 2 days of receipt in the case of damage, and 8 days in the case of loss.
Insurance / Claims
Compensation for loss and damage is covered by the Warsaw Convention and any decision the carrier reaches is final.
In the event of a claim a copy invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.
If the item is not sufficiently packed the claim will be voided. Please check our guidelines before ordering.
If the item is not correctly labelled, the claim will be voided.
Your item is insured up to a certain amount depending on service. Please note that the inclusive insurance can be paid out based on weight, not value of the contents on some services, please check before ordering. Additional Insurance may be recommended on certain services and this must be paid prior to despatch.
Any claim must be brought to us within 2 days of receipt in the case of damage, and 8 days in the case of loss.
Liability
The person placing the order is responsible for the information entered. WacPack Ltd will not be held responsible for wrong information that is entered and no refunds will be given in this instance.
You are paying for the freightage charges and WacPack Ltd applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.
Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with WacPack Ltd.
Loss or damage under the following conditions will not be covered:
· Act of God
· Consequences of war
· Insufficient packaging / Incorrect labelling
· Prohibited contents
WacPack Ltd will deal with the person who placed the order only.
Liability is limited to the cost of sending the item only and to the Insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.
Any claim must be brought to us within 2 days of receipt in the case of damage, and in 8 days in the case of loss.
Severability
If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.
Governing Law
These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English and USA Law and the English and USA Courts shall have jurisdiction over any disputes between us.
Statutory Rights
These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected.
Complaints We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact our Customer Service Director |
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Wacnet HK Ltd, Workshop E01, 4/F, Hung Cheong Factory Building, No. 3 Kwong Cheung St, Cheung Sha Wan, Kowloon, Hong Kong. + 852 2312 1948 Fax: 852 2312 1408
Asian Courier Company | Hong Kong Courier Delivery | Hong Kong to UK Couriers | Courier Asia | Courier Hong Kong | Same Day UK to Asia Courier Delivery Service | Asian Logistics Courier | Hong Kong Logistical Courier | Express Hong Kong Couriers | Express Asian Courier
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