FAQ

How to save your shipping cost.

  1. Buy multiple items at one time

Is your shipping cost so high when you buy from foreign countries?

If you buy and ship one item at once, the high shipping cost will be charged.

For example,

If you buy items below,

          A:0.2 kg

          B:0.2 kg

          C: 1.1 kg

In this case, if you ship these items separately, shipping weights will be increased by shipping materials such as boxes and protections.

So A’s shipping weight will be 0.5kg, B’s shipping weight will be 0.5kg and C’s will be 1.5kg.

           A: 0.5kg cost is $12,

           B: 0.5kg cost is $12,

           C: 1.5kg cost is $23.

               Total Cost:    $47

However, if you buy them and ship together at once,

your items can be packed together in one box and shipped one time so total weight will be 0.2Kg+0.2Kg+1.1Kg = 1.5kg.

               Total Cost : $23.

As a result, you can send one package of 1.5kg with 50% less cost.

If the number of items is more, savings will be more.

If you want buy only one item just for you, buy with your friends next  you.

For now, is your burden of high shipping cost disappeared? Enjoy your US shopping with Potail’s lowest cost.

  1. Use combined shipping actively

Combined shipping is a our shipping procedure  that packing and shipping multiple items together.

If you have multiple items which are ordered separately and get delivered on different days from sellers, we will wait and keep your items until your last item will be delivered and pack your all the items in one box and ship it together at one time.

In this case, because we pack and send only one box, the shipping cost will be charged to the one box instead of individual items. So that makes your shipping cost lower.

  1. Remove unnecessary items

When we get a delivery of your items from merchants, frequently unnecessary items like catalogs, advertisements or brochures are included in your packages.

Those make your shipping weight is heavier so we can remove them at your request.

If you need to remove them, please leave the message at ‘Remark’ at the bottom of ‘Delivery Form’ on Potail’s website. We will always help you.’

Do you combine items into one package?

DO YOU CONSOLIDATE ITEMS INTO ONE PACKAGE?

We may combine several packages into a single shipment, which will save costs at your request.

See FAQ > ‘How to Save Your Shipping Costs’

What is ‘Volumetric(or dimensional) weight’?

We use volumetric weight when determining the weight of the shipments we send and we understand that this is not always an easy concept to grasp. We want to break down the details for you in order to make it as clear as possible.

The cost of transporting a shipment can be affected by the amount of space that it occupies on an aircraft, rather than the actual weight. This is the volumetric (or dimensional) weight.

The volumetric weight of a shipment is a calculation that reflects the density of a package. A less dense item generally occupies more volume of space, in comparison to its actual weight.

The volumetric or dimensional weight is calculated and compared with the actual weight of the shipment to ascertain which is greater; the higher weight is used to calculate the shipment cost.

CALCULATING VOLUMETRIC WEIGHT

Volumetric weight is calculated by multiplying the length x height x width of a package and dividing the result by a volumetric factor.

That factor varies with the unit of measure. Since we use lbs(Pound) to calculate shipping charges, we use the following formulas to calculate volumetric weight:

inf_dim_weight_lbs_kgs_2

If your package weighs decimal lbs, it will be rounded up to the next lbs. For example, if the package is 1.1 lbs it will be rounded up to 2 lbs, and if the package is 1.7 lbs, it will be rounded up to 2 lbs.

Determine the package dimensions in inches. For each dimension, measure at the longest point, rounding each measurement up to the nearest whole number (for example, 1.10 to 2.00 , and 1.6 will be considered 2).

My Us Address?

The followings is your own US address.

————- Virginia Center ———–
14637 Lee Hwy
Suite109B POTAIL000 (Member’s number)
Centreville, VA 20121

Your own ‘Member ‘s number is for us to identify you from other members. The ‘Member’s number’ is given to each member once you register on Potail.
After log-in, You can also see your own US address by clicking ‘US ADDRESS SERVICE’ under ‘HOME’ Tap in the main page of POTAIL.
At the bottom of the page, you will see your own US address in the “My Own US Address( shown after Log-In )” section.

Can I split items in a package?

CAN I SPLIT ITEMS IN A PACKAGE?

It is not possible to split individual boxes. We ship the boxes, as received by merchants.

We do, however, repack certain items to save on shipping costs. See FAQ “How to save your shipping cost.’.

Do I really have to pay tax and duty?

DO I REALLY HAVE TO PAY TAX AND DUTY?

Yes – and there are heavy fines or even criminal proceedings for anyone trying to evade import tax.

You the “Importer” for your purchases and are responsible for accurate declaration of the nature of the goods and their value. This information is used to determine taxes and duties. All imported goods must be declared to customs – regardless of whether the goods are new or used or whether you are buying them for yourself or as a gift.

How do I track my shipment?

HOW DO I TRACK MY SHIPMENT?

We’ll email you with the tracking number as soon as your goods are shipped out of Potail. You can also track your package on ‘My Account’ at Potail’s home page.

How long does deliver take?

HOW LONG DOES DELIVERY TAKE?

When you order your goods from a US website, the Merchant will normally take 2-5 days to deliver it to your Potail Suite address. The time interval will depend on which of the Merchant’s shipping methods you select.

Potail can, if you wish, consolidate your shipments and ship when you instruct; please then allow 2-8 days  for your shipment to arrive at your address. On average, it takes 3-6 business days. These are estimates, not guarantees; shipping time can vary depending on factors such as weather, possible customs delays, and whether the delivery address is in a city or a remote area.

You can edit your delivery address at any time before shipping. However, once a shipment is released, the delivery address can not be modified.

For more information, please contact our Customer Service team.

When will you process my shipment?

WHEN WILL YOU PROCESS MY SHIPMENT?

We’ll email you as soon as your goods have arrived at your Potail address and you can then either choose to have them prepared for shipping straight away or wait until other purchases have arrived and send them in the same parcel.
Our operations team process shipments Monday to Friday 9am to 6pm. Any instructions received by noon (local time) will be processed and shipped the same day. Depending on the level of service chosen, it takes 2-8 working days to prepare the customs documentation, pack your goods for air freight clearance through customs on your behalf, and for your shipment to arrive at your delivery address.

How do I convert pounds to kilos?

HOW DO I CONVERT POUNDS TO KILOS?

    • To convert lbs to kilos, divide the number of lbs by 2.2046
  • For example: 22lbs divided by 2.2 = 10kg

What happens if my goods arrived damaged to my Potail Suite?

WHAT HAPPENS IF MY GOODS ARRIVED DAMAGED TO MY POTAIL SUITE?

Potail may refuse to receive any package that shows obvious external signs of damage or missing contents. If that happens, the package will be rejected and returned to the sender, and we will notify you.

If during inspection and handling, we notice any signal of damage in your packages, we will notify you via email about the damage conditions. You should then contact the Merchant directly to arrange an exchange/refund and let us know what you wish to do through the Customer Service page.

If you see a ‘Damaged’ icon against your delivery, you will not be able to have it shipped unless you specifically authorise us to do so (ensuring that you don’t choose to receive damaged goods inadvertently). If do decide to ship a damaged product, please contact Potail Customer Service to arrange for the shipment.

Return fees may apply for returning a Damaged item from Potail to the merchant, unless a prepaid return label is provided or collection by the merchant.

You will need to communicate directly with the merchant about return shipping charges and refunds.

Can you refuse a delivery for me?

CAN YOU REFUSE A DELIVERY FOR ME?

We receive deliveries, in bulk, from all the major carriers. At the time of taking delivery it is seldom possible to identify one carton.

We are not able to refuse delivery on request.

Sometimes we can and will refuse a delivery if, from the outside of the package, it is obvious that the contents are damaged. See our FAQ What happens if you receive my goods and they are damaged?

What is Potail Safety Service?

WHAT IS Potail Protection Guarantee Service?

Potail Protection Guarantee Service is shipment value protection cover from Potail providing opt-in protection for your goods in transit from our hub to you. It provides the assurance and peace of mind that your purchases are protected in the event of loss or damage in transit.

Note: Potail Protection Guarantee Service is required for all shipments valued at US$250 or more (or equivalent in other currency).

For used or second-hand goods, Potail Protection Guarantee Service protection is limited to loss during transportation. Sorry, Potail does not protect against damage caused during transportation to those items.

Potail Protection Guarantee Service doesn’t not cover any of the following:

  • loss or damage to the package sent by the seller to our export facility
  • indirect loss or damage
  • loss or damage caused by delays
  • values in excess of US250.00 (or equivalent in other currency)
  • damage to used or second-hand goods

My shipment has not arrived and I think it is lost. What should I do?

MY SHIPMENT HAS NOT ARRIVED AND I THINK THAT IT IS LOST. WHAT SHOULD I DO?

Firstly, check the status of your shipping by tracking number given from on-line mall you have purchased at. Please also inform us the situation so that we will investigate any delays on your behalf and we will quickly examine this further for you.

My shipment has arrived damage. What should I do?

MY SHIPMENT HAS ARRIVED DAMAGED. WHAT SHOULD I DO?

If your shipment arrives clearly damaged, please make a note on the receipt that the courier or other delivery party requires you to sign. Then open the package and carefully check your goods for signs of damage.

If they do prove to be damaged, please complete and return the Potail Safety Service compensation claim form to customer-services@potail.com together with your original purchase invoice and good quality pictures if the order is damaged. Please note that you must contact us within 72 hours of delivery.

In the case of a damaged electronic equipment, you might be requested to provide a document proving that the equipment cannot be repaired.

Don’t forget to keep all damaged goods and their packaging as you may be required to return these to us.

This protection does not cover loss or damage that is caused by:

  • Your own wilful misconduct
  • Ordinary wear and tear
  • Delay, however caused
  • Electrical fault or non operation of the goods in the absence of any visible damage

How do I open a PayPal account?

There are 2 types of PayPal accounts: Personal and Business.

Here’s how to sign up for a PayPal account:

  1. Go to the PayPal website and click Sign Up at the top of the page.
  2. Select the type of account you would like to open, “Personal” or “Business” and click Continue.
  3. Enter your email address, create a password, and click Continue.
  4. Enter the required information and click Agree and Create Account.
  5. Choose to link your bank account or credit/debit card, enter the details, and click Continue.
  6. In a few minutes, check your email for a message from PayPal.
  7. Click the link in the email to confirm your email address.
  8. Enter your password, then click Confirm.

You can start to use your new PayPal account right away.

How to pay by credit card without PayPal account.

How to pay by credit card without Paypal account.

1. Check “I’ve read and accept the terms & conditions”
2. Click “proceed to PayPal” Button.

3. Click “Pay with Debit or Credit Card” button

4. Fill in the card information.
5. Check “No. Thanks” at “Create a PayPal account?”
6. Check “I am at least 18 years old ……………”
7. Click “Pay Now”

Does Potail provide service for domestic shipment in the United States?

Potail provides services for international shipment only does not provide service for domestic shipment in the United States.