FAQs 2017-08-10T16:00:21+00:00

Our Privacy Policy and Terms & Conditions

Privacy Policy 2017-07-04T03:33:24+00:00

Privacy Policy

We shall collect certain personal information from you, such as your name, address, email address, mobile phone numbers, etc. for provision of services to you. Information we collect about you will not be disclosed by us to any other third party unless it is related to fulfillment of services to you or authorized by law. The information you submit when opening a ZipX(HK) account, or when you use the Services via the ZipX(HK) website may be transferred to, stored in and/or processed in other countries when such transfers, storage and/or processing are necessary to provide ZipX(HK) services to you. By opening a ZipX(HK) account, you agree to the transfer, or storage and/or processing of certain personal information in such countries. Under the Personal Data (Privacy) Ordinance, you have a right to request access to information about you held by us. If you wish to do so, please access your own account profile at My Account, Personal Account, Account Information using your login and password in the website.

You may contact us if you have any questions or concerns about the privacy data you give us.

The information we collect and how it is used:

ZipX may collect information from you via this website or by e‐mail, telephone, live chat sessions, or alternate electronic or paper communication.

  • Information collected

Any personal details you submit, such as name, address(es), telephone numbers, e‐mail address, etc. are used only to enable us and our suppliers to provide service to you, for example: to create and maintain your ZipX account; to process your orders for ZipX services; for receiving, storing, processing and shipping your packages; and for communicating with you. All information you supply will be treated in a confidential manner. Your computer system information including type and IP address (your computer’s individual identification on the Internet) may be automatically logged by our web server.

  • Cookies

Cookies are small bits of information stored on your own computer and are used to enhance your interactive experience on the ZipX website. Our use of cookies allows us to retain the state of your web session and also to personalize and enhance your experience on our website. In registering with ZipX and by using ZipX service, you consent to our use of cookies. You can, if you wish, remove, control, manage or block cookies on your machine by following instructions in your web browser’s Help menu; however, if you block all cookies, it may adversely affect your interaction with our website.

  • Web beacons

We may use web beacons on our site or in our e‐mails. A web beacon is an electronic image which is used to recognize a cookie on your computer when you view a web page or e‐mail. Web beacons help us measure the effectiveness of our site in various ways, for example, collecting statistics on the number of individuals who visit our site or when a particular web page is viewed. The information we collect may include some limited personal information, and web beacons allow us to recognize users by accessing cookies. We may also combine the information that we collect through web beacons with other personal information we have collected from you. We use all of this information to personalize and provide a better experience on our website for you. By using our website and our service you consent to these uses of web beacons.

  • Password security

When you log in to your ZipX account, other users will not be able to access your information, even if they know your account number, without your password. To prevent other people from accessing your information, you should keep your password confidential and secure and be sure to sign off from your web session if you are using a shared computer or mobile device. You can change your password by logging in to ‘My Account,’ and we recommend that you do change it periodically.

  • Credit card information

As a general rule, we do not store credit card information for customers using ZipX. These data are securely transferred to credit card company through their payment portal. We also accept payments via PayPal and fully comply with all related security requirements, ZipX does not store any of your PayPal data.

  • Shipment information

Information about the packages being shipped to you will be provided to the necessary authorities for export, import, duty and tax purposes, and for security screening. The information may include your name, delivery address, description of the goods, their value, the number of pieces, and the weight of the package. This information is required by law and regulations applicable in the countries from where and to where packages are transported.

  • Your e‐mail address

We use your e‐mail address to communicate with you about your orders (e.g., receipt of packages at your Suite address, questions about the products you have ordered or their value, obtaining your shipping instructions, confirming your orders, reminders about our storage services, and advising you when your package has shipped). We also use your e‐ mail address to send you communications about our products and services that you request. Occasionally we may communicate with you by e‐mail to request you to participate in a customer survey.

  • Disclosures required by law

We may need to disclose your personal information if required to do so by a court or government agency, or as may otherwise be required by law.

  • Websites linked to our site

If you click on any of the external websites linked to the ZipX site, the business operating the other site will know that you accessed it from our site. Most of the external links on our site lead you to Merchants who sell the products you are interested in. If you click on a Merchant’s site from our site, that Merchant will know the activities and transactions you undertook on that site. External sites may collect personally identifiable information about you. This Privacy Policy does not cover the information practices of those other websites. You should check their privacy policies if you have concerns about the information they collect.

  • Where personal information is stored and processed

To enable us to provide ZipX services to you, it is necessary to store and process your personal information on our systems and the systems of our trusted partners. As stated in our Terms and Conditions, by creating a ZipX account and using ZipX services, you are giving consent for the personal data you submit to be stored and processed in one or more of these locations.

  • Your rights

You can update or correct your personal details at any time by logging in to ‘My Account’. You can request us to remove your personal information by terminating your account or contacting Customer Service. However, please note that we may need to keep some personal data in order to process your orders or to comply with our service obligations.

We will also provide you, on request a copy of any personal information we hold about you.

Terms and Conditions for ZipX(HK) 2017-07-04T03:33:01+00:00

Welcome to ZipX(HK), all services provided by ZipX(HK) are governed under the Terms and Conditions listed below, and are subject to change at any time.

TERMS AND CONDITIONS

Once you start to use the ZipX(HK) Services, you are agreeing to these terms and conditions. It is your responsibility to review the Terms and Conditions periodically. If you continue to use our services, it implies your acceptance of any revised terms and conditions. In case of any dispute, the latest Terms and Conditions prevail. If you do not agree with any amendments, please cease using the services.

We are committed to offering you a pleasant and enjoyable customer experience using our website and our services. Please read all the Terms and Conditions carefully. If you have any doubt, please clarify with our staff.

The following terms, unless otherwise defined, shall have the meanings ascribed to them below:-
“We” or “Our” or “Us” means ZipX(HK).
“You” or “User” means any persons or entities accessing the website and/or using the services available under the website.
“Website” means the ZipX(HK) website and the contents accessible at the URL link www.zipx.com
“Services” means all the services offered by us on the website.

“Product”, “Item” or “Shipment” means the goods, merchandise, freight, packets or goods purchased by User on the on-line websites of merchants.
“Terms” means the terms of use set out herein.

ZipX(HK) provides you with one-stop service of logistic and shopping according to the Terms and Conditions of service. We reserve the right, at our sole discretion, to change, modify, delete or add to these Terms and Conditions from time to time without notice. The amended Terms and Conditions shall apply with immediate effect.

ZipX(HK) prohibits any illegal activity by its Users. Any charges incurred, for legal advice or otherwise, by ZipX(HK) in connection with the enforcement of the law against a User or a potential User will be the financial responsibility of the User or the potential User.

Registration

1. Agreement
By registering for a ZipX(HK) account, you are entering into this legally binding user agreement with ZipX(HK), on behalf of yourself and/or the entity you represent. You acknowledge and agree that you have read and will comply with all of these Terms and Conditions.

2. Account Creation
To register for an account, you should be aged 18 or above and need to provide ZipX(HK) with your name, a valid email address, street address, and mobile phone numbers. We reserve the right to terminate any account that we find to have provided inaccurate information, or if we determine that the account may be compromised or used for fraudulent purposes. You may not open more than one ZipX(HK) account. You are not allowed to transfer your ZipX(HK) account or your account login/password to any other person.

3. Location-specific
ZipX(HK) account can only be created and provide services to the User resides in Hong Kong.

4. Responsibilities of User
You agree to keep your ZipX(HK) password confidential and are responsible for any use of the ZipX(HK) website under your account assessing through your login and password. If you find or suspect any unauthorized use of your account, or any known or suspected security breach such as disclosure or loss of your password, you should inform ZipX(HK) immediately.

5. Privacy Protection
We shall collect certain personal information from you, such as your name, address, email address, mobile phone numbers, etc. for provision of services to you. Information we collect about you will not be disclosed by us to any other third party unless it is related to fulfillment of services to you or authorized by law. The information you submit when opening a ZipX(HK) account, or when you use the Services via the ZipX(HK) website may be transferred to, stored in and/or processed in other countries when such transfer, storage and/or processing are necessary to provide ZipX(HK) services to you. By opening a ZipX(HK) account, you agree to the transfer, storage and/or processing of certain personal information in such countries. Under the Personal Data (Privacy) Ordinance, you have a right to request access to information about you held by us. If you wish to do so, please access your own account profile using your login and password in the website.

6. Cost Calculator
We provide a Shipping Cost Calculator to facilitate your estimation of the combined costs of duty, taxes and international shipping based on the information you provide. The actual cost may vary from the estimate due to different factors such as changes in fuel surcharge; changes in currency exchange rates; differences between the estimated and the actual weights; or the use of volumetric weight, etc.

7. Indemnity and limitation of Liability
a) You agree to indemnify and hold harmless ZipX(HK) from and against any claims, damages, expenses and/or losses whatsoever arising from or in connection with your access to the website and/or use of the Services.
b) In no event will ZipX(HK) be liable for any indirect, consequential, incidental, punitive or exemplary damages of any kind, nor for any loss of business, revenue, profits, goodwill, or opportunity, arising out of the use of ZipX(HK) Services.
c) The maximum liability of ZipX(HK), and your compensation for errors in ZipX(HK) Services provided to you under this agreement, is limited to HK$800 (or equivalent) per incident.

Online shopping from overseas merchants

8. Ordering Products
a) After successful account opening, you will receive the respective overseas shipping addresses for use in online shopping in the participating countries. When you place an order with an online merchant and use the overseas shipping address as a delivery address, you authorize us to handle your ordered item on your behalf and appoint us as your freight agent to ship the item to Hong Kong in accordance with these Terms. You will pay the merchant directly for the product and the cost of domestic shipping (if applicable), for delivery to your overseas shipping address. You agree to comply with any conditions and restrictions of sale which are specified on the merchant’s website or which you are notified of during the purchase process.
b) We have the right to open and inspect a shipment without prior notice to User. We reserve the right at all time to decline any shipment, or refuse to accept delivery of any purchase, or return of any items as we deem appropriate in our absolute discretion and without attributing any reason thereto.
c) You will take all reasonable measures to ensure that you’re using the correct overseas shipping address, including your name and account number. We are not liable for any failure in Services due to incorrect information provided by User.d) You are solely responsible for selecting and ordering the products from the merchant, and your purchase of a product is a transaction solely between you and the merchant. We have no liability for any failure of the merchant to ship to your overseas shipping address, fulfill your order, or for any defects in any product you purchase. We do not handle communications with merchant regarding product exchanges which is your own responsibility. Only upon your request, we shall arrange for the return delivery of item to the merchant if the item is still at your overseas shipping address. You will be responsible for the related return charges.

9. Delivery of Products
a) ZipX(HK) will not be liable for items lost or damaged in transit from the merchant to your overseas shipping address. We reserve the right to reject acceptance of item at the overseas shipping address if, upon inspection of the outside of the packet, it is obvious that the item is damaged or incomplete. In such a case, we will refuse acceptance of the item and notify you.
b) We will inform you when your item is received at the overseas shipping address and advise you the cost of duties, taxes (if any) and international shipping/handling, and seek your acceptance of the cost and payment. Upon settlement of the relevant charges, we will deliver your item to your registered address in Hong Kong.
c) If after delivery to you, you determine that any product is defective or does not otherwise meet your expectation, you agree that you will hold ZipX(HK) harmless from any liability and will seek any remedies solely from the merchant.

10. Inspection of Packets
a) In handling your item upon receipt, during storage or preparing export shipment, you authorize ZipX(HK) ) to open and inspect any packet, or part thereof, for security reason and compliance with any export and import laws, without prior notice and without liability to you. However, we do not accept responsibility for the accuracy of product descriptions and other information provided by you. User is responsible for all import obligations to which the item will be sent.
b) If we so happen discover that the description of the contents of the packet or other information you provide is not accurate, we may request you to provide additional documentation about the contents and/or their value, we may then correct the information or we may refuse to ship it. You will be informed of any changes.

11. Unacceptable Shipments
a) ZipX(HK) will retain all items that are (i) restricted or prohibited for export or import to Hong Kong; or (ii) unsafe for international transportation. After you have been informed of the situation, you will have 14 days to advise us on disposal of the item such as (i) return the item to the merchant; or (ii) ship to an alternative domestic address of the origin country; or (iii) dispose the item at the origin country. You will be responsible for all the related charges. If we receive no response from you within 14 days, the item may be destroyed without any liability on us.
b) Products that cannot be legally sold (such as illegal drugs) cannot be returned to the merchant or shipped to an alternative address. They are subject to seizure by law enforcement authorities for any further investigation.

12. Mail in Contents is Not Allowed
a) ZipX(HK) is not a mail forwarding agent and will only handle items ordered by you through online shopping. We will not accept or handle any mail or packets addressed to you that do not contain items of value.
b) The overseas shipping address is to be used for receiving your ordered item in the participating country only. You should not use your overseas shipping address for any other purposes.

13. Unidentified Items
a) It may happen that we cannot identify the appropriate recipient of the item received at the overseas shipping address, such as the name and/or the account number may be missing or wrongly written. If you have ordered a product and there is an unusual delay in receiving notification from ZipX(HK) for the receipt of item at the overseas shipping address, you should contact our Customer Service for searching the expected item.
b) Additional handling charges in identifying the recipient may apply if your packet is incorrectly or inadequately addressed.
c) Any items received at our overseas shipping address for which the recipient cannot be determined after our reasonable effort of searching will be held for 60 days. If they remain unclaimed after the 60-day period, we will have the right to dispose the items at our sole discretion.

Delivery in Hong Kong

14. International Shipment
a) After settlement of all the charges involved, including all duties, taxes, shipping, fuel surcharge, any country-specific customs fees, and any applicable handling or storage charges; we will arrange international shipment to Hong Kong and deliver the item to the registered delivery address.
b) To enable us forwarding your item to Hong Kong, you appoint ZipX(HK) to act as your agent to manage all export, import and customs clearance procedures and to ensure that customs duties and taxes are paid to the relevant customs and tax authorities. We will perform these functions based on the information you provide and, accordingly, we will not be responsible or liable for any additional duties or taxes that are assessed if the information you provide to us is inaccurate or incorrect.
c) You must provide an accurate description of the contents of your packet, and its value for compliance with export and import requirements. You are solely responsible for the correctness and accuracy of all information you provide to us regarding the contents and value of your package. You agree to indemnify and hold ZipX(HK) harmless from any liability for any under-declaration of value or other inaccurate information provided. Please also be informed that your item may be inspected at any time by export and import authorities.
d) As mentioned earlier, the international shipping and handling charges calculated by our Shipping Cost Calculator are estimates only. It may differ from the final shipping charges which can only be determined when we receive the packet at your overseas shipping address. You are responsible for payment of all actual international shipping and handling charges, even if they differ from the original estimated cost.

15. Delivery of Item
We will arrange delivery of the shipment to your registered delivery address according to our delivery schedules after import customs clearance and full payment of all the related charges involved. We are not liable for any damage or loss caused by delays.

Prohibited Items

16. Unacceptable Items for Shipment
You should not use or attempt to use our Services to receive or send illegal or prohibited goods, hazardous or dangerous materials. Goods are unacceptable for shipment if:
i. They fall on our list of Prohibited Items;
ii. The goods are classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organisation), any applicable government department or other relevant organization.
iii. We decide that we cannot transport an item safely or legally (such items include but are not limited to: animals, currency, bearer-form negotiable instruments, precious metals and stones, firearms, parts thereof and ammunition, human remains, pornography and illegal narcotics/drugs).

Compensation and Returns

17. Lost or Damaged Items
In the case of loss or physical damage to the item under our custody, we will refund the shipping charges for the affected shipment and the price of the goods in the case of lost or total damage up to the actual or declared cash value of HK$800, whichever is lower. Compensation includes actual or declared value of goods and international shipping costs (excluding fuel surcharge and duties paid).

18. Lodge the Claims
All claims for loss or damage must be made to ZipX(HK) within 14 days from the date of delivery of the item to you, failing which we will have no liability whatsoever. All claims must be made in writing, accompanied by original copy of the consignment note / air waybill and any supporting documents, such as invoices and/or receipts for that item.

19. Returns and Exchanges
User will need to make direct arrangements with the merchant for any returns, refunds or exchange in accordance with the merchant’s terms and policies. We do not facilitate any exchanges and will only facilitate the return of item to the merchant upon your request while the item is still at the overseas shipping address at your cost.

General

20. Termination of Account
You may terminate your ZipX(HK) account at any time. As mentioned in these Terms and Conditions, we may suspend or terminate your account if you fail to comply with these terms and conditions, and in the event of such suspension or termination we will incur no liability to you.

21. Force Majeure
We are not liable for any delay, loss or damage arising out of circumstances beyond our control including but not limited to: natural disasters or acts of God such as earthquake, typhoon, hurricane, tornado, storm, flood, fog; circumstances beyond our control such as plane crash or embargo; war, riot, civil commotion or industrial action; damage to, or erasure of, electronic or photographic images, data or recordings due to electrical or magnetic interference.

22. Law of Enforcement
This agreement is governed by the laws of the Hong Kong SAR without regard to the conflicts of laws principles.

Should there be any discrepancy or inconsistency between the different language versions of these Terms and Conditions, the English version shall prevail.

Frequently Asked Questions

Shopping Benefits 2017-06-16T03:53:15+00:00

Shop & Save on international delivery

Shipping Benefits 2017-06-16T03:58:57+00:00
  1. ZipX guaranteed pricing
  2. ZipX discounted carrier rates
  3. ZipX pledge for quality service and shipping time
  4. ZipX customer service
  5. Size & experience you can trust
  6. Superior packing & personal care
  7. Customs & compliance
What shipments are restricted or prohibited? 2017-07-04T03:36:26+00:00

For more details please visit Prohibited and Restricted Item Guide. For further assistance, please contact us.

What couriers do you use to send my merchandise and documents? 2017-06-16T04:06:31+00:00

ZipX uses our own express delivery team and those of our close partners, to ensure the quality of delivery to your home or office.

What is Volumetric Weight? 2017-06-16T04:13:47+00:00

International carriers base their shipping rate on Actual weight or Volumetric Weight, whichever is greater.

Actual weight is the weight of the package based on the weight scale.

Volumetric Weight is used to calculate the density of a package. Increase fractions of a weight to the next full kilogram. Formula as below: (Length x Width x Height) / 5000 (cm) = Volumetric Weight (kg)

Can I start using ZipX services right away? 2017-06-16T04:16:36+00:00

Yes. Once your receive your membership confirmation, you are ready to start shopping! ZipX will immediately being accepting your merchandise shipments.

Please ensure all your shipments include the ZipX address and your ZipX ID. Any packages shipped to ZipX with an incomplete or inaccurate address will cause delays and require special handling at an additional HKD 80 per package & may incur storage fee cost is it is over the free 7 day storage period.

Can I buy items from retailers that are not listed on your shopping page? 2017-06-16T04:18:53+00:00

Absolutely, you can buy from any retailers or individuals you wish.

How do I save money when shopping online? 2017-06-16T04:23:29+00:00

Online stores can pack their merchandise inefficiently or don’t deliver to international address, resulting in substantially higher shipping costs for international customers. ZipX is there to bridge the gap handle your logistics as effectively and efficiently as possible.

  1. Check if merchants offer free shipping to some countries
  2. Check to see if coupons or discount codes are available
  3. Always research before purchasing, be sure to read the ratings and reviews of sellers and for the best products and deals
  4. Consider rebates before purchasing
  5. Check different websites for the same product
How do I translate a website? 2017-06-16T04:28:04+00:00

Need to translate an English-language website? Use these handy tools:

  1. http://translate.google.com: translator provided by Google to translate text and webpages
How do I make sure I’m ordering the right clothing or shoe size? 2017-06-16T06:00:05+00:00

International size charts:

  1. Women’s Clothing Conversion (http://www.onlineconversion.com/clothing_womens.htm)
  2. Men’s Clothing Conversion (http://www.onlineconversion.com/clothing_mens.htm)
  3. Shoe Size Conversion (http://www.zappos.com/c/shoe-size-conversion?gclid=CITagtv4-qoCFdIS2godPmqx3w)
How can I make sure I get all my email notifications? 2017-06-19T03:10:38+00:00

Spam filters sometimes include email you do want to receive. To ensure you receive all your account communications, we recommend that you add@zipx.com to your Safe Sender List.

ZipX sends email alerts to you when we receive a package at your ZipX address, when your shipment arrives at your home country, and for other important notifications.

Will you accept shipments sent to me by merchants and individual sellers? 2017-06-19T03:12:40+00:00

Yes. ZipX will accept shipments to your ZipX overseas warehouse address from any merchant or individual seller.

Why do I sometimes receive multiple packages even though I only placed one order with a merchant? 2017-06-19T03:16:51+00:00

Merchants can often ship parts of the same order from different warehouses, or at different times. This means you may receive two or more packages, even though you only placed one order.

If a merchant ships parts of your order separately, you will pay shipping for each package. To save on shipping costs, you may hold payment confirmation until the other parts arrive but please take note of the period of free storage period, as storage fee could be accrued after free period

What if my item is gift-wrapped? 2017-06-19T03:20:47+00:00

To ensure quality and compliance with export and import regulations, we must open and review all wrapped items. When possible, we make every effort to return wrapped items to their original condition.

How long does it take to process my shipment? 2017-07-04T03:37:18+00:00

Most shipments leave our warehouses once you have completed your payment, normally within 1 – 2 business days after your shipment arrives. ZipX does not tender to packages to our couriers on Sundays & public holidays.

In some cases, high-value merchandise and shipments may require additional paperwork to comply with export and import regulations. This may result in additional shipment processing time.

Shipments containing certain animal products, including feathers, animal skin and mother-of-pearl may require additional processing time to ensure its in compliance with export and import regulations.

Shipments containing items on the restricted and prohibited item list require additional review by our ZipX team. This adds processing time to these shipments.

Please see transit times for details.

Will I be charged for storage? 2017-06-19T03:31:54+00:00

Members receive 7 storage days for free while waiting for customs clearance and shipment settlement. Shipments stored past this period will incur storage fees.

Storage fees continue to accrue until your package is shipped, discarded or returned to the sender. You will see storage charges itemized on your invoice when the package is shipped or discarded.

Does ZipX provide temperature-controlled facilities? 2017-06-19T03:34:27+00:00

No. ZipX does not provide temperature-controlled or humidity-controlled facilities.

Does ZipX provide refrigeration? 2017-06-19T03:36:57+00:00

No. ZipX does not provide any form of temperature-controlled storage or transportation. Do not ship items requiring refrigeration via ZipX.

Common items that require refrigeration included frozen foods, perishable foodstuffs, temperature-sensitive medications, dry ice and chocolate.

Will you open my packages? 2017-06-19T03:40:25+00:00

In some cases, yes. In the USA, ZipX is required by law to inspect all packages when they arrive at our ZipX warehouses. We will ensure they were not broken during shipping and are sufficiently well-packaged.

If the vendor included an invoice, we will compare the contents of the package to the purchases shown on the invoice to ensure the content details match. If the invoice shows the price you paid, we can also enter these values for you.

If you receive an item that is not in the manufacturer’s original packaging, or is not from a trusted vendor, we will open the product packaging to inspect the item. This allows ZipX to reduce fraud, and saves you shipping costs by verifying the correct product is in the package and is legal for export and import to various countries.

Do you charge a fee if my home address is incorrect? 2017-07-04T03:38:46+00:00

Yes. Incorrect home addresses on your ZipX shipment will require significant manual labour, and we must charge a flat fee of HKD 80 for these costs.

Common reasons for address correction include:

  1. You requested shipment to a P.O. Box. ZipX and most express couriers will not ship to a P.O. Box.
  2. Your address is incomplete or missing vital information. You can verify and update your shipping address by signing in to your account, Personal Account > Shipping Address.
Why was my credit card declined? 2017-06-19T03:51:00+00:00

There are a number of reasons your bank may decline our attempts to charge your credit card. Common reasons why your credit card may not accept our charges include:

  1. Credit card is expired.
  2. Credit card number changed.
  3. Credit card has insufficient funds.
  4. Credit card not authorized to accept international or Internet transactions
  5. Card service value (CSV) required to complete transactions.

Your bank may have more specific information about this particular issue. In some cases it may be necessary to sign in to your account, provide your CSV, and re-attempt declined transactions.

If your bank recently declined a transaction and you are unsure why, please contact the bank for more information. You can usually find the bank’s telephone number on the back of your credit card.

How do I change or update my credit card details? 2017-06-19T03:55:15+00:00

Your credit card information is not stored with ZipX. You will be required to fill out your payment information each time, or you can top up your ZipX account balance to expedite the service.

What if I don’t have a credit card? 2017-06-19T03:59:35+00:00

Unfortunately at this time ZipX only accepts payment in the form of Visa, MasterCard, and PayPal.
PayPal however, can be linked directly to your bank account. Please visit www.paypal.com for more information.

How is an account balance handled with ZipX? 2017-06-19T04:03:11+00:00

If there is a credit on your account, we will always apply it first to any charges.

What is a security code/card verification number (CSV)? 2017-06-19T04:08:09+00:00

The security code, commonly called a card security value (CSV) is a three or four-digit code printed on your credit card. Banks commonly use this code to prevent fraud, and some may decline transactions that do not include this code.

On most Visa and MasterCard cards, the CSV is on the back of the card, just above the signature line.

For more information about card verification numbers, or if you cannot find the security code on your card, please contact your bank.

Is my payment information safe with ZipX? 2017-06-19T04:10:13+00:00

Yes. ZipX partners with Visa, MasterCard and Paypal, which are fully compliant with Payment Card Industry Data Security Standards.

What currency are your fees displayed in? 2017-04-28T06:20:17+00:00

All ZipX pricing will be in your local currency.

What forms of payment do you accept? 2017-06-19T04:18:19+00:00

ZipX shipping costs can be paid with:

  1. Visa
  2. MasterCard.
  3. Paypal.
What are the most common reasons why a payment declines? 2017-06-19T04:22:36+00:00

There are several reasons why your bank or financial institution may decline charges.

Common reasons we are unable to authorize payment:

  1. Payment type has insufficient funds. Please to be sure you have enough funds available.
  2. Payment provider has placed a hold on your funds. Please contact your payment provider and ask them to release the funds.
  3. Payment provider has placed a hold on your funds. Please contact your payment provider and ask them to release the funds.
  4. Security Code is missing or incorrect. Verify the security code on your credit or debit card, and enter it when submitting a ship request.

If you are still receiving notices that your payment method has declined, please contact your payment provider for assistance.

How does ZipX invoice for individual shipments? 2017-06-19T04:28:03+00:00

After your payment is processed you will receive an email invoice from ZipX.

Can ZipX ship perfume? 2017-06-19T04:30:05+00:00

No.

Can ZipX ship wildlife products? 2017-06-19T06:39:57+00:00

They are very restricted. Please refer to: www.customs.gov.hk/en/trade_facilitation/prohibited_articles/imports/index.html

What is the difference between restricted and prohibited items? 2017-07-04T03:39:59+00:00

Prohibited items: We cannot ship an item to you if it is prohibited in your country or for export from the shipping country. If you are not sure if an item is prohibited, please check this detailed list or you can contact us before ordering. ZipX may receive items which we cannot ship to you, and may be unable to ship it to any address including back to the sender. In some cases, we may be required to dispose of it.

Restricted Items: Some restricted items can be shipped, but only after fulfilling both export regulations of shipping country and import regulation of your country. The compliance review usually takes less than 24 hours, but it may take one to three business days before your package is available to ship. If you have questions about shipping a restricted item, please contact us before shipping the item via ZipX.

Please review our list of prohibited and restricted items before you shop!

Can ZipX ship counterfeit, bootleg or knockoff items? 2017-06-19T06:58:49+00:00

ZipX cannot export counterfeit, bootleg or knockoff items. If we receive an item that does not appear to be authentic, we will notify you by e-mail and further process the shipment to verify its authenticity.

If the item is counterfeit and the vendor provided a return label, we can help you return the item. If the vendor did not provide a return label, or if the merchant will not accept a return, we must discard the item. ZipX cannot ship counterfeit items to anyone other than the original seller.

Does ZipX ship food? 2017-07-04T03:40:31+00:00

ZipX cannot export any food items that are perishable (require refrigeration). Please check with shipping country export regulations and import country regulations (www.customs.gov.hk/en/trade_facilitation/prohibited_articles/imports/index.html) or contact us for assistance.

All food packaging must include:

  1. Name of the product
  2. Ingredient list in English
  3. Nutrition facts in English

If the food arrives with a merchant invoice, we will attempt to locate the required information to meet country shipping regulations for export. If the required information is not available, ZipX will not be able to export it.

Can ZipX ship weapons or gun accessories? 2017-07-04T03:42:08+00:00

No. ZipX will not export any product that appears to be a weapon, weapon part or accessory to a weapon. Common gun and weapon accessories include, but are not limited to:

  1. Scopes or sights
  2. Ammunition clips or magazines
  3. Pistol grips
  4. Rifle butt stocks
  5. Items equipped with night-vision
  6. Bayonets
  7. Items equipped with lasers

 

Please see our list of prohibited items for more information. If you are unsure whether a product is considered a weapon or accessory, please contact us for assistance.

Does ZipX charge a fee for handling dangerous goods or hazardous materials? 2017-07-04T03:42:44+00:00

We do not handle dangerous goods or hazardous materials. Do not send ZipX these items. Please refer to our Shipping Guide for more information.

Can ZipX ship police or military style items? 2017-07-04T03:43:16+00:00

No. ZipX will not export any product that appears to be related to police, government or military activity. Common items include but not limited to:

  1. Badges
  2. Body armor
  3. Gas masks
  4. Protective clothing containing body armor
  5. Police batons
  6. Handcuffs
  7. Surveillance equipment

Please see our list of prohibited items list more information. If you are unsure whether the product is considered a police or military item, please contact us for assistance.

Can ZipX ship motorized vehicles? 2017-06-19T07:30:49+00:00

No. ZipX cannot export any motorized vehicle that requires a license to operate. Common examples include cars, trucks and motorcycles.

Can ZipX ship lithium batteries? 2017-07-04T03:44:43+00:00

No, with exceptions subject to additional regulations.

Due to the potential fire danger, lithium ion and lithium metal batteries are heavily regulated for air transport. The regulations are extremely complex a can vary by country, and by courier. The size of the battery, how it is packaged and if it is pre-installed in an electronic device also play a role in the regulations and restrictions.

If your shipment contains lithium batteries or is an electronic device containing these batteries, please contact us for assistance.

Can ZipX ship human growth hormones? 2017-06-19T07:38:33+00:00

No. ZipX cannot export human growth hormones (hGH) of any kind. Do not ship human growth hormones via ZipX. Common examples of human growth hormones include Norditropin, Nutropin, Omnitrope, Saizen and Genotropin. Supplements and vitamins legally purchased for bodybuilding purposes, include Creatine, are not considered human growth hormones.

Can ZipX ship controlled substances? 2017-06-19T07:41:05+00:00

No. ZipX cannot export controlled substances or any item that contains controlled substances. Do not ship controlled substances via ZipX.

A controlled substance is any drug that is illegal or restricted for sale at shipping countries, even if it is readily available in your own country. For example, Sudafed and Hoodia for US to HK.

Can ZipX ship agricultural items like plants, seeds and soil? 2017-07-04T03:45:26+00:00

No.

ZipX cannot export agricultural items if:

  1. Your country prohibits these items
  2. Your country requires a pre-shipment inspection
  3. A phytosanitary certificate must be provided by the shipper to import the product

They must be properly labeled, including their genus, species and country of origin which also applies to individual seed packets. ZipX cannot ship or store any items we cannot identify, or are not properly labeled.

ZipX also cannot accept foreign seeds or plants that are not properly imported into the shipping country. These items will be removed from your account upon receipt and properly discarded.

ZipX is unable to store or export live plants or loose soil. We will automatically return any live plants to the sender provided they are within the local shipping country.

Please refer to www.customs.gov.hk/en/trade_facilitation/prohibited_articles/imports/index.html, and contact us with a link to the item so we can determine if we can export the items for you.

Are there exceptions to export restrictions for laboratory, medical or research use? 2017-06-19T07:50:21+00:00

No.

ZipX cannot export prescription medications, controlled substances or human growth hormones of any kind, for any reason.

ZipX cannot export assays, peptides, biological media and animal, veterinary or human vaccines. If you receive shipments containing these items, ZipX is required to dispose of the items at their local disposal facility. ZipX cannot ship these items to any address, including back to the sender.

How long do your shipments take to reach me? 2017-07-04T03:46:53+00:00

You may find the transit time from the country of origin to Hong Kong here.

Will ZipX forward my packages to me when I am traveling? 2017-06-19T07:56:52+00:00

No. Someone else at the designated address can collect the shipment for you.

Is there a limit to size of a single order I can place? 2017-06-19T08:01:52+00:00

Maximum weight of 30kgs.
Maximum measurement in any one direction must be less than 1.5 meters.
Width + length + height must be less than 3 meters.

How can I get my package(s) shipped? 2017-07-04T03:47:39+00:00

Automatic: Your shipments will be shipped to you automatically as soon as they arrive at our facility & your payment has been processed.

  1. Sign in and go to Your ZipX Account
  2. Personal Account > Order Tracking > Select Shipment > Pay
  3. ZipX will confirm payment and automatically process your package to be shipped at the next best schedule possible
What couriers do you use to send my merchandise and documents? 2017-06-19T08:10:37+00:00

ZipX uses our own express delivery team and those of our close partners, to ensure the quality of delivery to your home or office.

What does insurance cover? 2017-06-19T08:13:32+00:00

ZipX offers basic insurance on all shipments, covering loss and damages during the process of our delivery up to HKD 800.

How do I file a claim for missing or damaged items at time of delivery? 2017-07-04T03:48:10+00:00

If items are missing or damaged at time of delivery, contact us immediately to begin the claim process.

For missing items at time of delivery:
You will need the following documentation to file a claim:

  1. Claim form: Contact us, and ZipX will provide you with the proper document
  2. Copy of the merchant invoice or receipt showing the purchase price

 

For damaged items at time of delivery: If you suspect the shipment is damaged during the process of delivery, you should do the following:

  1. Make a remark “received in damaged condition” on the receipt
  2. Inspect the shipment, and take photos of the damaged item including inside and outside of the box
  3. Copy of the merchant invoice or receipt showing the purchase price

 

Please note that claims must be lodged within 14 days after receipt of shipment or the claim will not be valid.

Claims are reviewed on an individual basis and can take up 3 weeks. When a claim is approved, the reimbursement can be credited to your ZipX account, or refunded to your credit card. You can use the credit to pay for shipping costs, membership fees, etc.

All Claims: ZipX claims for lost or damaged merchandise must be filed within the published time limits of 14 days upon receiving shipment. Claims are considered filed when fully completed claim form, photographs and receipts are received by ZipX. Claims are reviewed individually and this review process will take a maximum of 8 weeks. Claim liability is limited to HKD 800. Failure to file a completed claim within the carrier time limit will invalidate the claim.

Is my shipment insured? 2017-06-19T08:23:02+00:00

All shipments are insured for up to HKD 800 for missing or damaged items.

Do you add a fuel surcharge to your rates? 2017-06-19T08:25:47+00:00

Fuel Surcharge is included in the rate.

How do ZipX members pay the package shipping charges? 2017-06-19T08:29:56+00:00

ZipX accepts Paypal, Visa, MasterCard.

When am I charged for shipping costs? 2017-06-19T09:17:12+00:00

You will be notified by email when your shipping costs have been calculated and it is ready for export. You can then complete the transaction with Visa, MasterCard, or PayPal.

If you would like to automate this process, you can top up your ZipX account directly. In this case, your account will be automatically charged when we confirm your shipment is ready for export. If you do not have enough funds in your account, we will send you a notification to either top up your account or pay directly.

What is Volumetric Weight? 2017-06-19T09:21:25+00:00

International carriers base their shipping rate on Actual weight or Volumetric Weight, whichever is greater.

Actual weight is the weight of the package based on the weight scale.

Volumetric Weight is used to calculate the density of a package. Increase fractions of a weight to the next full kilogram. Formula as below:

(Length x Width x Height) / 5000 (cm) = Volumetric Weight (kg)

Do ZipX shipping rates include customs fees, tariffs or taxes? 2017-06-19T09:23:57+00:00

Published ZipX shipping rates do not include any import fees or duty for shipments coming into Hong Kong. In some cases, couriers may also charge a brokerage fee for clearing your package through local customs. These fees vary, and are not paid by ZipX.

Please contact your local customs office for more information on duties or import fees.

What merchandise is considered “Dangerous Goods”? 2017-07-04T03:49:03+00:00

Please contact our customer service to review your item(s) to determine their classification and transportation regulations before sending your DG (dangerous goods) shipment to our ZipX warehouse.

To speed up the review, please send ZipX an email with a link for the item(s).

Dangerous goods / hazardous materials are items with hazardous properties that can present a potential hazard to human health and safety. ZipX is able to ship some classes of dangerous goods, depending on Cathay Pacific carrier capabilities and the export / import regulations between the two countries.

Find more information about Dangerous Goods here.

What does “Special Handling” mean? 2017-06-19T09:31:47+00:00

Certain items i.e. wine may require review to specially process the shipping. We will notify you via tracking and would contact you if we need further documents. You may contact us for more details on the progress of shipment status.

What does “Confiscated by customs” mean? 2017-06-19T09:34:19+00:00

This status means the shipment has been confiscated by customs and we are unable to export this item. Customs may have to contact the shipper / consignee for further details.

What does “Document(s) required for clearance is/are missing” mean? 2017-06-19T09:36:37+00:00

This status means that shipment is still pending documents i.e. license / merchant’s invoice / Shipment Value Declaration etc. that would enable ZipX to clear the shipment. ZipX will contact accordingly to retrieve these information to ensure that the shipment gets to you.

What does “documents required for consignee pending clearance” mean? 2017-07-04T03:50:18+00:00

“Documents required for consignee pending clearance” means we are waiting for you to provide more information about the product.

You will receive an email from our ZipX customer service team requesting the information needed to determine if we can export this item for you. Please reply with the requested information as soon as possible so we can send the shipment to you as soon as possible!

As always, please view the Prohibited and Restricted Item Guide before shipping with ZipX.

What is a business day? 2017-06-19T09:43:08+00:00

While we receive packages six days a week, packages are tended to couriers only on business days which in general are from Mondays to Fridays.

Please note there are some exceptions in this case in some countries.

What is your policy regarding member privacy and confidentiality? 2017-07-04T03:51:01+00:00

We fully understand and respect our members’ concerns regarding confidentiality, and it is our policy to protect all our members’ information. The privacy of our members is of utmost importance to us. For more details, can be found on the FAQs page in our Privacy Policy. 

What does ZipX do for you? 2017-06-19T09:52:08+00:00

Big Savings on Express shipping. We specialize in express shipping worldwide.

Shipment Cost Protection and Tracking. ZipX provides insurance up to HKD 800 and a dedicated tracking system on all your shipments.

No Hidden Cost. We guarantee upfront prices with no hidden costs, any additional costs are clearly stated. Tax and duty are the sole responsibility of the customer, and not included in our prices.

Dedicated Team of Logistics Experts. We are the appointed GSA (General Sales Agent) of Cathay Pacific and are experts in exporting goods from one place to another worldwide.

  1. World-wide ZipX warehouse facilities dedicated to preparing your items properly for international transit.
  2. First-rate customer service team experienced in handling any international shipping issues.
  3. Dedicated customs brokerage teams to ensure your shipments remain in compliance with all import / export regulations.
Do you accept merchant invoices in currencies other than US dollars? 2017-06-19T09:55:11+00:00

Yes. If your merchant invoice is in a different currency, we will convert the prices to what currency is required using the current exchange rate.

How does a merchant invoice help me get my purchases more quickly? 2017-06-20T01:40:11+00:00

To comply with various export and import regulations, ZipX must have actual purchase prices of items we export from one place to another. In many cases, we must also have the name and address of the seller.

When ZipX receives a package without a merchant invoice that includes prices, we will enter the values and seller’s name and address for you. In most cases we will not need any additional information from you, so the merchant invoice can help you receive your purchases more quickly.

If your package arrives without a merchant invoice, or if the invoice does not show the price you paid for the merchandise, we cannot export your packages until we receive this information.

How do I request a merchant invoice? 2017-06-20T05:43:57+00:00

Many merchants automatically include an invoice with your merchandise, and will send you an email copy as well. If your shipment arrives at our ZipX warehouse without an invoice, you will need to email us a copy of that invoice. If you did not receive one from the merchant, you may have to contact them directly to send you a new invoice.

If you purchase from an eBay seller or a private individual, it may be necessary to email the seller and request a merchant invoice showing the seller’s name, address and the price you paid for your purchases.

Note that if you indicate your item is a gift, the seller may include a merchant invoice that does not show the price you paid for your merchandise. If your package arrives with a gift receipt rather than a complete merchant invoice, you will be asked to provide additional information before ZipX can export your purchases.

What is a merchant invoice? 2017-06-20T05:51:30+00:00

A merchant invoice, or payment receipt, is a document that shows the price you paid for the merchandise you have purchased. The document may also contain other information, including the name and address of the sellers.

Many merchants automatically include a merchant invoice with your package, and some may email you an electronic merchant invoice.

Please keep a record of your merchant invoices so you can provide them to ZipX or your customs office if required for export or import purposes.

Why do I need to confirm my shipment value? 2017-06-20T06:25:53+00:00

Due to various government custom regulations on duties and taxes for import / export, ZipX is required to properly value your goods. We can create your Proforma Invoice for customs by entering the information provided on the merchant invoice / receipt that usually arrives with your package. The Proforma Invoice lists the value, quantity and description of the items.

If your package does not include a merchant invoice, or if it does not show the value of the merchandise, we will need to contact you to receive the merchant invoice before we can ship your package.

How does the credit card payment process work? 2017-06-20T06:35:12+00:00

You will receive an email when your shipment is ready to be paid for.
You can pay either through the email link to the payment gateway (Visa / Mastercard / PayPal), or through your ZipX account (see below steps):

  1. Sign in to your ZipX account
  2. Go to Personal Account Information > Order Tracking
  3. Review the ZipX Order No. and details
  4. Click Pay Now
  5. Enter payment details and confirm
  6. Review shipment status

Our ZipX system will confirm the amount you entered matches the amount we charged, and approve the credit card for use. If ZipX is unable to charge your credit card, or if the amount entered in your account does not match the original charge, you will be asked to provide a new card.

Common Credit Card Payment Questions 2017-07-04T03:51:46+00:00

How does the transaction show up on my credit card statement?

Depending on your credit card issuer’s statement format, credit card charges may appear as the first 11 digits or letters of your username.

It may take up to 48 hours for the charge(s) to appear on your statement. If you cannot find the charge or refund on your statement, please contact your credit card issuer for assistance.

What if I don’t receive a credit card statement?
If you do not receive a credit card statement or do not have access to online transaction reviews. Please contact your credit card issuer for assistance.

Why was my credit card rejected?
Reasons why a credit card fails the verification process may include:

  1. The credit card issuer declined the credit card charge(s).
  2. The credit card issuer approved the credit card charge(s), but the amount entered on our website did not match the charge amount.

If your credit card has failed the verification process, please contact your bank for additional assistance. You can also contact us.

Why was my registration unsuccessful? 2017-07-04T03:55:58+00:00

If you are having difficulty registering for a ZipX membership, please follow these steps:

  1. Clear the cookies on your Web browser.
  2. Make sure your Web browser is up to date. Out of date browsers may have functionality issues.

If you continue to experience problems, please contact us.

I understand you will give me an overseas address. Is it a P.O. box address? 2017-06-21T01:38:52+00:00

No. ZipX provides you with a complete street address and unique ZipX ID number, not a P.O. box.

Can I start using ZipX Services immediately after I sign up? 2017-06-21T01:41:25+00:00

Yes! Once you receive your membership confirmation, you are ready to start shopping! ZipX will immediately begin accepting your shipment orders.

How can I apply for membership? 2017-06-21T01:45:39+00:00

Click here to apply for membership. Upon signing up, you will immediately receive your choice of ZipX overseas address you can use to shop from online retailers.