FAQ

📦 Frequently Asked Questions (FAQ) 

Welcome to porter.woolii.com. We are committed to providing you with efficient and reliable freight consolidation services. If you have any other questions, please feel free to contact our customer service team.

🏷️ Account and Registration

  • Q1: How do I register as a user of porter.woolii.com?

    • A: Simply click the “Register” button in the upper right corner of the website and fill in the required personal information (including email, mobile number, and password). Upon successful registration, you will receive a dedicated consolidation warehouse address.

  • Q2: What should I do if I forget my password?

    • A: On the login page, click “Forgot Password,” enter your registered email or mobile number, and the system will send you a link or verification code to reset your password.

🏠 Warehouse Address and Package Check-in

  • Q3: Where can I view my dedicated warehouse address?

    • A: After logging into your account, you can find your exclusive shipping address, recipient name (usually your User ID), and contact phone number on the “My Warehouse” or “User Center” page. You must use this information as the shipping address on your shopping websites.

  • Q4: What is “Package Pre-Alert”? Do I need to pre-alert my packages?

    • A: We strongly recommend you pre-alert your packages. After placing an order on a shopping website, please enter the tracking number and product information into our “Package Pre-Alert” system. This significantly speeds up the package check-in and identification process, preventing delays.

  • Q5: How long does it take for my package to show as checked in?

    • A: Normally, after we receive and verify your package, it will be scanned and reflected in your account within 1-2 working days.

💰 Shipping Fees and Billing

  • Q6: How are shipping fees calculated?

    • A: Shipping fees are usually calculated based on the greater of the package’s Actual Weight and Volumetric Weight (this is the Chargeable Weight). Different shipping routes have different rate standards, please refer to the “Shipping Fee Calculation” page for details.

      • Volumetric Weight calculation formula: $Length(cm) \times Width(cm) \times Height(cm) / Volumetric Factor for the specific route (e.g., 5000 or 6000)$

  • Q7: Can I combine packages (consolidation)? Are there extra fees?

    • A: Yes, you can. The core service of consolidation is combining your separate packages into one shipment. Basic package merging is usually free of charge. If you require special services (e.g., removing shoe boxes, reinforcement, package photos), a small service fee may apply.

  • Q8: When do I pay the shipping fees?

    • A: When you submit a consolidation order (i.e., select the packages to combine and the shipping route), the system will calculate the pending shipping fee. You will need to pay the fee after we have packed the shipment and confirmed the final weight and cost. The package will only be shipped after payment is completed.

⚠️ Prohibited Items and Customs

  • Q9: What items are prohibited from consolidation (Prohibited Items)?

    • A: Common prohibited items include, but are not limited to:

      • Dangerous goods like flammable, explosive, or corrosive materials.

      • Drugs, weapons, and replica firearms.

      • Counterfeit goods (infringing intellectual property).

      • Live animals and plants, fresh food.

      • Certain items containing lithium batteries, liquids, or powders (please check the specific restrictions for your chosen shipping route).

    • Please carefully review the “List of Prohibited Items” on our website before shopping.

  • Q10: What happens if my package is subject to customs duties/tax?

    • A: Whether customs duty is levied depends on the regulations of the destination country/region. If your package is inspected by customs and requires duty payment, the recipient (you) is usually responsible for paying it. We will assist you based on the route you choose, but the customs duty is your responsibility.

🚚 Delivery and Tracking

  • Q11: How do I track the status of my consolidated package?

    • A: Log into your account and check the “My Orders” page for the latest status of your consolidation order. We will also provide an international tracking number, which you can use to check the detailed transit history on the corresponding international logistics company’s website.

  • Q12: What if my package is lost or damaged?

    • A: If your package is unfortunately lost or damaged during transit, please contact our customer service immediately. We will process the claim and compensation according to the shipping route you selected and the Declared Value/Insurance service terms. We recommend purchasing insurance for high-value items.

❓ Any Further Questions?

If you have any questions not answered in the FAQ above, please feel free to contact us through the following channels:

  • Online Customer Service: Click the “Online Chat” icon in the bottom right corner of the website.

  • Email: support@porter.woolii.com