In today’s era of rapid development in global trade and e-commerce, logistics has become a crucial lifeline connecting enterprises and consumers. However, various uncertainties during the transportation process often leave customers confused and anxious. To enhance the customer experience and address common concerns, Yuyuan International Logistics has compiled and answered the most frequently asked questions from customers, aiming to ensure every shipment of yours is transparent and worry-free throughout the entire process.
I. Regarding Transportation Timeliness and Tracking
Q1: Where is my shipment now? Why hasn’t the logistics information been updated for several days?
A: This is the top concern for most customers. There are several common reasons for delayed updates to logistics information:
- In-transit transportation: The shipment may be in the stage of cross-border shipping, long-distance railway, or road transportation. During this period, scanning equipment is limited, leading to delays in information updates.
- Customs clearance in progress: After the shipment arrives at the destination country, it needs to go through customs inspection, document verification, and other procedures. During this process, logistics information may remain unchanged until customs clearance is completed.
- Holidays or weekends: Logistics operations and information system updates may be suspended on holidays or weekends in the destination country.
We recommend: Track your shipment in real time on our official website or APP using the unique waybill number provided by us. If there is no update for an extended period, please contact your dedicated customer service representative promptly. We will get in touch with the local operation branch to clarify the specific situation for you.
II. Regarding Costs and Pricing
Q2: How is the shipping fee calculated? Why are additional fees sometimes incurred?
A: Our shipping fees are mainly calculated based on the principle of "initial weight + additional weight" or "whichever is greater between dimensional weight and actual weight" (Calculated weight = Length (CM) × Width (CM) × Height (CM) / Dimensional factor).
Common additional fees include:
- Fuel surcharge: Generated due to fluctuations in international oil prices, and the rate is adjusted regularly.
- Remote area surcharge: Incurred when the delivery address is located in a remote postal code area as defined by the courier company.
- Address change fee, storage fee, etc.: Operational fees arising from incorrect recipient information or requests for address changes.
We recommend: Before shipping, you can obtain a quote by entering shipment details in the "Shipping Fee Estimator" tool on our official website, or consult customer service directly to learn about all potential fees and avoid misunderstandings later.
III. Regarding Customs Declaration and Clearance
Q3: What customs declaration documents are required for exported goods? How long does customs clearance usually take?
A: Formal customs declaration documents are essential for the smooth clearance of goods. Generally, the required documents include:
- Commercial invoice
- Packing list
- Contract (if required)
- Required export license/certificate of origin (depending on the product category)
The customs clearance time is affected by factors such as the customs policies of the destination country, the type of goods, and whether the documents are complete and accurate. It usually takes 1-3 working days. If inspection is required or there are document issues, the time may be extended.
We recommend: Be sure to provide a true, accurate, and complete description of the goods and declare their value correctly. Our professional customs clearance team can provide pre-audit and guidance services to ensure smooth customs clearance.
IV. Regarding Shipment Damage and Claim Settlement
Q4: What should I do if the received shipment is damaged?
A: Please follow these steps:
- Inspect the shipment on the spot and retain evidence: If there is obvious damage to the outer packaging when signing for the shipment, you can open the package for inspection on the spot and take photos for retention (including the outer packaging, details of the damaged internal items, and the waybill number).
- Refuse to sign or make remarks: If the shipment is severely damaged, you can choose to refuse to sign and note "outer packaging damaged, internal items damaged" on the delivery receipt.
- Report immediately: Contact our customer service as soon as possible, providing the waybill number and photos of the damage. We will initiate the investigation and claim settlement process immediately.
We recommend: Purchase additional transportation insurance for high-value or fragile goods to provide extra protection for your shipment.
Conclusion
Communication is the bridge to trust. Yuyuan International Logistics is always committed to resolving every question of yours with professional solutions, transparent processes, and efficient customer service. We believe that only by deeply understanding customer needs can we provide a logistics experience that exceeds expectations.
If you have any other questions, please feel free to contact us via our official website, customer service hotline, or WeChat Work at any time.
"Yuyuan International Logistics – providing professional freight forwarding services, your reliable partner to make logistics simpler."
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