Frequently Asked Questions

Warehouse Questions

Can MYBEST Guangzhou warehouse use forklifts to load or unload goods?

MYBEST Guangzhou warehouse has forklifts for loading and unloading, and no forklift fees are charged.

Is there any warehouse fee or parcel fee for parcels entering the MYBEST warehouse?

There are no warehousing fees or package fees for parcels entering the warehouse. There are no warehousing fees for parcels shipped by air or sea.

Will the signed weight be displayed after the package arrives at the MYBEST China warehouse?

After the package arrives at the MYBEST warehouse, the receipt weight will be displayed.

Will the package pictures be displayed after the package arrives at the MYBEST China warehouse?

Hello, after the package is put into the warehouse, the package picture will be displayed. If there is no picture displayed, you can ask customer service for a picture of the outer packaging of the package.

How many days can the package be stored in MYBEST China warehouse?

MYBEST Guangzhou warehouse will have a 90-day free storage period, after which it will be destroyed without notice.

What should I do if the seller delivers the goods to the Guangzhou warehouse without providing a courier tracking number?

If the seller delivers the goods himself, please instruct the seller to write your membership code on the package and take a picture of the outer packaging of the package for you to keep. After receiving the package from the seller, MYBEST Guangzhou warehouse will return a set of warehouse numbers to the delivery driver. You can ask the seller for the warehouse number when signing for the goods, and then add the warehouse number to place an order. In case you don't get the warehouse number, please find and contact MYBEST customer service for enquiry.

If I need help from MYBEST China Warehouse to pick it up at my door, or go to a Chinese logistics company to pick it up, is that okay?

If you need help from MYBEST China warehouse to pick up the goods, please contact MYBEST customer service and provide the following pick-up information: Delivery Address: Pick-up contact number: Pick-up contact: Number of items picked up: Cargo weight and cubic quantity: After MYBEST China warehouse receives the pickup information, it will contact the pickup driver to arrange the pickup, and the actual cost will be charged to you.

If the package arrives at MYBEST China warehouse and I need help paying for the freight, what should I do if the package is paid on delivery?

If you need MYBEST Guangzhou warehouse to help you receive the payment, you need to contact MYBEST customer service in advance and tell us the package waybill number and how much money you need to pay. The customer service will calculate the ringgit you need to pay. After you remit the money, we will You arrange to sign for the incoming shipment.

The package sent by the seller shows that it has been signed for, but the status of the package in the parcel management center shows that it has not been put into storage. What should I do?

Hello, if there are packages that have been signed for, they will be updated and put into the warehouse within 2 hours. If the package always shows that it has not been put into the warehouse, please contact MYBEST customer service to inquire.

Where can I check the China parcel express logistics information sent by the seller?

Hello, you can check the logistics information of your package on your shopping website or ask the seller for the specific logistics situation. If the above method does not work, you can also provide the domestic express waybill number to MYBEST customer service to help you check.

What should I do if I want to return the package to the seller?

If the package needs to be returned to a domestic seller, you can place an order as usual on the MYBEST website, fill in the name, address, phone number and other information of the Chinese recipient, and leave a message on the order to return it to China.

Consolidation Questions

What will be the consequences if a consolidated package contains sensitive goods but is shipped through general cargo channels?

Hello, if sensitive items or brand items are sent through the general cargo route, the goods may be seized/confiscated/returned/fined, etc. The above situations need to be borne by the consignor or recipient, and our company will not be responsible for them. Consequences and Responsibilities: Shipping charges collected are non-refundable. If the product needs to be re-shipped after being returned, the customer will need to pay the shipping fee again.

What goods are classified as contraband or contraband? What kind of goods cannot be carried by both general cargo channels and sensitive channels?

Hello, the transportation of contraband is prohibited. The contraband includes large-capacity lithium batteries, weapons, animals, currency, commemorative coins, jewelry, flammable and explosive materials, high-pressure gas (spray), and dangerous goods. Rice, alcohol, drugs, tobacco, fireworks and firecrackers, and products whose export or entry are restricted by the country.

Can I buy fragile items? How to transport fragile items?

Hello, fragile items can be transported and purchased. If you are mailing fragile items, we recommend that you notify our warehouse to help you reinforce the package or you ask the seller to pack it in a thick leather box, use bubble wrap, plastic wrap, etc. to reinforce the four corners, and use a reliable thick wooden frame or thick wooden box for delivery. . However, I would like to inform you in advance about the risk of fragile items. If the fragile items are damaged or defective during transportation, no compensation will be provided.

What is the difference between air express and tax-free air express?

Hello, air express delivery may be taxed if it is shipped over 30kg or more, while tax-inclusive air express delivery will not be taxed no matter if it is shipped from dozens of kilograms to hundreds of kilograms or several tons.

What are the differences between sea express, sea parcel self-pickup, cubic shipping and commercial shipping?

Hello, the following are the differences between different shipping channels. Tax-included sea express: The weight of the package is calculated based on actual weight or volumetric weight. When the package arrives in Malaysia, the package will be delivered to the customer's home by express. Tax-included sea freight self-pickup: The weight of the package is calculated based on actual weight or volumetric weight. Customers need to go to the MYBEST sea freight self-pickup site to pick up the package. The freight is extremely cheap and no first weight is required. Consolidated Cube Shipping: Suitable for transporting a large number of packages or larger goods. The truck driver will deliver the goods to the customer's home in Malaysia (not going upstairs. If the user who lives in an apartment wants the driver to help go upstairs, the fee must be negotiated with the driver). Commercial shipping: Suitable for large cargo and more economical. Commercial shipping is limited to 3 waybill numbers and must be more than 1 cubic meter. The truck driver will deliver the goods to the customer's home at the destination in Malaysia. (If you don’t go upstairs, if you want the driver to help you go upstairs, you need to negotiate the fee with the driver).

Does air freight and sea freight include tax?

Hello, general air express does not include tax. If you need to include tax for air transportation, you must choose a tax-included air express channel; all shipping channels are tax-included.

How do you calculate the cube for shipping?

The cubic algorithm is (length*width*heightCM)/1,000,000cm = cube. If 1 cubic meter exceeds 500kg, charges will be based on the actual weight.

What are the actual weight and volumetric weight?

The actual weight is the actual weight of the goods measured based on an electronic scale, while the dimensional weight is the volumetric weight after the goods are packed (length x width x height / 6000).

Can the forwarding and consolidation orders placed on the same day be shipped on the same day?

MYBEST Guangzhou warehouse operation and packaging time is from 9 am to 10 pm, and air freight orders paid before 9 pm can be shipped on the same day.

After the forwarding and consolidation order is packaged, I need to add more packages or request repackaging. Is it okay?

If the order has not been paid, you can continue to add packages or request repackaging.

How do I pay to MYBEST?

Members can use online FPX to recharge, which means instant payment. After the recharge is successful, remember to click Pay for orders that require payment and ship them. If you are using offline payment methods, after you transfer the money to your MYBEST bank account, click on manual recharge, fill in the relevant remittance information, and then submit the recharge application. After MYBEST has reviewed the remittance, it will be recharged to your member account. After the recharge is successful, remember to click Pay and Ship for orders that require payment.

How long does it take to review the remittance after recharging the MYBEST account and submitting the transfer information using bank transfer?

FPX online banking automatically recharges 24 hours a day. If you use offline bank transfer to recharge, the manual processing time is from 9 am to 10 pm.

Proxy Shopping Questions

If a product displayed on a Chinese online shopping platform has a discounted price, will the original price or the discounted price of the product be calculated when purchasing through MYBEST?

If a product on a Chinese online shopping platform has a discounted price, MYBEST purchasing agent will calculate it based on the product’s discounted price.

What products cannot be purchased on behalf of others? What are the restrictions on goods for purchasing on behalf of others?

All contraband items cannot be purchased on behalf of others, including large-capacity lithium batteries, weapons, animals, currency, commemorative coins, jewelry, flammable and explosive materials, high-pressure gas (spray), dangerous goods, rice, alcohol, and drugs. , tobacco, fireworks and firecrackers, etc.

What if I only need MYBEST’s help in purchasing and do not need international shipping?

Yes, if you only use the purchasing service, the recipient’s name, address and other information must fill in the domestic address, and then leave a message on the order (this is for the domestic address), and remember to inform MYBEST customer service.

Should the purchasing fee and international shipping fee be paid together or separately?

The purchasing fee and international shipping fee will be paid separately.

How long will it take to calculate the fee I need to pay after submitting the purchase order?

After submitting the purchase order, the required payment will generally be calculated within 4 hours.

After paying for the purchase order, how long does it take for the purchase agent to make the purchase?

Hello, after paying for the purchase order, the purchaser will purchase the goods as soon as possible.

When will the purchasing agent need to pay the international shipping fee after completing the purchasing?

Hello, after the seller sends the goods to the warehouse, the purchasing order will automatically be converted into a consolidation order. Then after warehouse personnel pack and calculate weight and shipping costs, customers need to pay international shipping costs.

What should I do if I find that the goods are incorrect, damaged or missing after receiving the goods through MYBEST purchasing?

If you sign for the package and find that some goods are missing, the goods are damaged, or the goods are incorrect, please notify the purchasing agent within 12 hours or contact MYBEST customer service staff to assist you.

Delivery Q&A

For packages delivered by express delivery, will the recipient be contacted in advance to inform them of the delivery time?

Hello, if the package is delivered by local express delivery, whether the recipient will be contacted in advance depends on the courier's personal personality. Some more rigorous couriers will inform the recipient in advance, and vice versa. The courier will not contact you in advance.

For ocean parcels delivered by logistics drivers, will Cube Shipping contact the recipient in advance to inform them of the delivery time?

If the ocean package is delivered by a logistics driver, the recipient will usually be contacted in advance and informed of the delivery time.

Will express delivery provide upstairs delivery service?

Hello, local express delivery usually does not deliver goods upstairs. It is usually delivered to the lobby of the apartment or notifies you to go downstairs to pick up the goods.

Will the logistics driver provide delivery services upstairs?

Hello, the logistics driver will only deliver the goods to the recipient's door, but will not carry the goods upstairs. If the recipient needs a driver to help move the goods upstairs, the labor costs for moving the goods will be agreed upon by both the recipient and the driver, and the cost of moving the goods will be borne by the recipient and paid in cash to the driver.

What should I do if the package is overweight and a forklift is required to unload it at the destination?

If the package is overweight and needs to be unloaded by a forklift, the customer needs to prepare a forklift for unloading.

Will the delivery driver charge the delivery fee from the recipient?

The delivery driver will not charge delivery fees from the recipient, and the delivery fees will be paid before shipment.

If Cubic Shipping delivers a second time, do I need to charge a delivery fee?

Hello, Cubic Shipping needs to pay the delivery fee again if it is delivered twice, because the secondary delivery will incur the transportation cost of the secondary delivery.

I don’t need a driver for Cubic Shipping. After opening the container, can I pick up the goods directly at my door?

Hello, it is possible to pick up the goods at your door after opening the cabinet, but you need to contact MYBEST customer service in advance to confirm.

After-Sales Answers

How long after payment will I receive my parcel by air or sea freight?

Air freight normally arrives within 3-5 working days and sea freight within 12-16 working days. Remote areas in other states may take around 3 days longer. Unavoidable weather affecting sailing schedules or flights can shift the overall timing, so the actual situation always applies.

What should I do if no logistics information can be found for the international tracking number?

Hello, if the international tracking number returns an error and no logistics information is shown, please contact MYBEST customer service to check it for you.

How is compensation handled if a parcel is lost after being received into the MYBEST Guangzhou warehouse?

If a parcel is lost after it has been received into the MYBEST Guangzhou warehouse, it is compensated in full, up to a maximum of RMB 1,000.

How is compensation handled if a parcel is lost in transit?

If an entire consignment is lost in transit, compensation is made according to our terms, up to a maximum of RMB 600.

What should I do if I find the parcel damaged or items missing when signing for it?

Hello, if you find the parcel damaged or items missing, please contact MYBEST customer service within 12 hours and provide photos of the outer packaging and of the waybill or the re-weighing record, and MYBEST will assist you with the after-sales case. If MYBEST after-sales customer service confirms that the partial loss was caused during courier transport, compensation will be made according to the freight terms, up to a maximum of RMB 600. If you find the goods are incorrect or items are missing after signing, please contact MYBEST customer service within 12 hours and provide a photo of the waybill, photos of the outer packaging, the re-weighing record, photos of the goods and their value; customer service will then investigate and handle the after-sales case for you. You may also contact the seller who shipped the goods to check whether the wrong product was sent, items were short-shipped, or the order was split across separate tracking numbers.

What should I do if I only notice the damage or missing items after the courier has left?

Hello, if you only notice the parcel is damaged or items are missing after signing, please contact MYBEST customer service within 12 hours and provide photos of the outer packaging and of the waybill or the re-weighing record, and MYBEST will assist you with the after-sales case. If MYBEST after-sales customer service confirms that the partial loss was caused during courier transport, compensation will be made according to the freight terms, up to a maximum of RMB 600.

What happens if a parcel is confiscated or fined by customs?

If a parcel is confiscated or fined by customs because the user shipped prohibited or sensitive items through the general cargo channel, the liability and the fine are borne by the user.

What should I do if an air freight parcel is taxed on import?

Hello, tax on an air freight parcel is generally payable on delivery. If you receive a tax notice for your parcel, you can first contact MYBEST customer service to confirm whether the parcel has in fact been taxed.

Value-Added Services

Can MYBEST Guangzhou warehouse use forklifts to load or unload goods?

Hello, MYBEST Guangzhou warehouse can use forklifts to load and unload goods, and there is no forklift fee.

Can I buy "loss insurance" for cargo transportation?

Hello, not all goods can be purchased with loss insurance. You need to contact MYBEST customer service and provide the goods information for customer service to verify.

Does MYBEST provide unpacking services?

Hello, unpacking services are only available if you choose the air freight channel. Unpacking is not possible for sea freight.

Does MYBEST provide drop shipping service?

Hello, MYBEST provides drop shipping service.

Does MYBEST provide parcel sub-packaging and sorting services?

Hello, MYBEST provides package subcontracting and sorting services, and can cooperate with one-piece drop shipping. You can contact MYBEST customer service to learn about the process.

Can MYBEST provide pictures of the outer packaging of the package?

The packages signed for by MYBEST are provided with photos of the outer packaging. If your package does not show the package picture, you can contact customer service to help you obtain the package picture.

Does MYBEST provide product photography services?

Hello, MYBEST provides product photography services. You can contact MYBEST customer service to find out.

Does MYBEST provide inspection services?

Hello, MYBEST provides inspection services. The estimated cost ranges from RM5-20. The actual cost needs to be calculated by the warehouse based on the complexity of the inspection.

Does MYBEST provide waterproof packaging services?

MYBEST provides value-added services for waterproof packaging, which are expected to range from RM5-20. The actual cost will be based on the size of the package calculated by the warehouse.

Does MYBEST provide foam paper or plastic wrap wrapping services?

Hello, MYBEST provides reinforcement services using foam paper or plastic wrap. The estimated cost is RM5-20. The actual cost needs to be calculated according to the warehouse.

Does MYBEST provide wood framing services?

Hello, MYBEST provides reinforcement services for wooden frames. The fee for wooden frames is 0.10 cubic meters = RM20

Does MYBEST provide wood pallet/cardboard making services?

Hello, MYBEST provides the service of making wooden pallets or punching boards. A wooden pallet + plastic wrap + working hours charge RM60/board

Does MYBEST provide 1688 payment and Pinduoduo payment services?

Hello, MYBEST provides 1688 and Pinduoduo payment services. If you need payment services, please add WeChat: mybestgroup

If there are goods that need to be shipped from Malaysia to China, does MYBEST do it?

Hello, if you have goods and need to send them from Malaysia to China through MYBEST, there is no problem. To export goods from Malaysia, please contact MYBEST Export Department Customer Service Whatsapp: 0162958637

Website Usage Guidelines

If you forget your MYBEST account and password together, how can you retrieve them?

If you forget your MYBEST username and login password, you can contact MYBEST customer service for help.

Can MYBEST be automatically stored in the database?

Hello, if the automatic warehousing function is turned on and the address format is correct, the package can be automatically put into the warehouse.

How to use EXCEL batch tracking number to add packages?

First log in to the MYBEST Member Center and find the package management office, click Excel to add - download the Excel file we provide - open the Excel file and fill in the relevant information - save the file - and finally upload the file.

How to use Google Extension to add package function with one click?

Hello, find one-click shipping on the upper right corner of the MYBEST member homepage - download and install the Google Extension - open the Taobao app to place an order for shopping - wait for the package to arrive at the warehouse and update it into the warehouse - there will be an option to add one-click addition to the Taobao order .

When adding a package, should the declaration in the quantity column be the number of pieces or the quantity of products?

The quantity declaration when adding a package is to fill in the quantity of the product you ordered.

Why does adding a package fail?

Hello, the failure to add the package may be because the product name is too long (cannot exceed 8 characters), or there is a problem with the package tracking number. You can contact MYBEST customer service for help as soon as possible.

Could you please tell me the on-duty hours for recharging the MYBEST account?

Hello, the duty hours for MYBEST account recharge are generally from 9 am to 10 pm, and will generally be reviewed within 1 hour after submission.

Where can I view transaction records and download receipts and statements?

Hello, you can log in to the MYBEST Member Center and find the financial overview to query your transaction records and download receipts and bills.

How to use MYBEST coupons?

Hello, if you want to use the coupon, you need to manually pay for the consolidation order before it can be used. When customers pay manually, there will be a coupon column, and they can use it by entering the corresponding coupon code.

Can MYBEST membership points be redeemed for coupons?

MYBEST membership points can be used as coupons to offset shipping costs when customers next pay for shipping. When customers pay manually, there will be options to choose from, and they can use the corresponding points to redeem coupons.

If I don’t have a referral code, can I register as a MYBEST member?

Hello, you can register for a MYBEST membership account for free without a referral code.

How to bind a Google account?

Hello, you can use your Google account to register and bind it, and then you can use your Google account to log in with one click.

Malaysia Headquarters

MYBEST customer service hours: Mon–Fri: 9:00am - 7:00pm · Sat: 9:00am - 2:00pm · Sun: 1:00pm - 6:00pm