Personal forwarding
Shipping FAQ before you order
Check shipping options, estimated charges, how to send parcels to the China warehouse, and what to do about restricted goods before you buy.
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Can you ship to my address? Is air or sea shipping available?
Check the destination, postcode and cargo type in the route finder. It shows current parcel routes and transit estimates. For sea freight, oversized goods or an address with no result, send support the destination postcode, product, quantity, packed weight and all three dimensions so we can check options.
How much will shipping cost, and when do I pay?
Before buying, estimate freight with the destination, postcode, cargo type, weight and dimensions from your seller. Ask the seller for packed dimensions, especially for bulky items. After the warehouse packs your selected parcels, check the final measurements, fee breakdown and payable amount in My Orders before you pay. Limits and billing rules vary by route.
How do I send Taobao, 1688 or Pinduoduo purchases to the warehouse?
Copy the current China receiving address and instructions from your account. Use them at seller checkout exactly as displayed, including any customer identifier shown. After the seller ships, register the domestic courier tracking number in My Parcels. Check before ordering if the goods will arrive in China from overseas.
The seller says my parcel arrived. Where are my parcel and photos?
Check My Parcels for warehouse check-in and any available photos. Courier delivery and warehouse check-in are separate events. If the parcel is still missing from your account, check the domestic courier number and the seller’s delivery proof, then share them with support. Review any inspection options if you need a specific check.
Can parcels from different sellers go in one shipment?
Once parcels have arrived, select the eligible parcels from the same warehouse in My Parcels and submit one shipment. The warehouse packs them together where the contents and route limits allow. If some parcels are at an old address, in another warehouse or already attached to an order, give support their tracking or order numbers before creating a duplicate shipment.
Can I ship genuine branded items, logo goods or replicas?
Standard parcel routes restrict branded goods, including genuine goods. Before buying or sending to the warehouse, give support the product link, logo and packaging photos, quantity and destination. Counterfeit or infringing goods cannot go on these routes. See the brand guide for examples and the documents a review may require.
Can I ship electronics, batteries, liquids or oversized items?
Check the exact item before purchase. A device with a built-in battery, spare batteries and a power bank may need different routes. For batteries, share the model, battery type, Wh rating and whether it is installed or separate. For liquids or cosmetics, share ingredients and packaging. For large items, give the packed weight and all three dimensions. Keep prohibited items out of warehouse shipments.
Are customs duties and taxes included? What should I declare?
Check the tax and duty lines on your quote before payment. For EU destinations, review the EU VAT guide and the charges shown for your shipment. Declare the actual product name, quantity, value and currency, and keep the purchase records in case customs asks for proof.
Can you buy the item for me?
For a supported product link, use Buy for Me and review the product, domestic shipping and total on the purchase quote. International forwarding is quoted separately. If you already bought the goods yourself, use personal forwarding and send them to your assigned China receiving address.
Where do I track the international shipment?
Open My Orders or use the WooliiPorter tracking number on the public tracking page. The order can be packed or ready for handover while it is still at the warehouse. If a shipment shows delivered and you have not received it, open a ticket with the order or tracking number and what you have checked.
Can I cancel a shipment or return a parcel to the seller?
For cancellation, open My Orders and review the available action and any fee shown. For a return of goods held in the warehouse, arrange it from My Parcels. Platform pickup needs the latest pickup code for each parcel and the appointment in China time. To send to a domestic address, choose the address-based return and review the fees before you confirm.
What if my parcel is missing or damaged? Can I add protection?
Open a support ticket promptly with your order or tracking number and what happened. Keep any available photos, packaging, labels and purchase records. If optional protection is offered on your quote, check its price, coverage and exclusions before selecting it. Claims are reviewed under the applicable service terms and evidence.
Need a shipment-specific answer?
Send the destination country and postcode, product link, quantity and any weight or size details you have. For an existing shipment, include the order or tracking number in a support ticket.