Help Centre

First identify whether you need purchasing, collection and forwarding, shipment forwarding, or SKU inventory and order-by-order fulfillment. Prepare your product category, destination, estimated carton count, dimensions and weight, then review the starter guides and relevant fees.

To open an account directly, choose one or more services, or select all three. Enter your email, set a password and confirm the terms. To share product photos and business requirements up front, choose the full application instead. Follow the email instructions at your first sign-in and check the warehouse receiving details before sending goods.

• Read the starter guides
• Apply for an account

Parcel forwarding suits supplier parcels sent to a China warehouse for receiving, checking, consolidation or splitting before international shipment. Direct shipping suits prepared shipments handed over through the selected channel; confirm the handover location and procedure.

Fulfillment suits sellers holding SKU inventory and requesting picking, packing and dispatch for customer orders. Receiving, storage, fulfillment handling and international freight are separate charges.

• Parcel forwarding
• Warehousing and fulfillment

Provide the destination country and postcode, goods category, and actual weight and external dimensions of every carton. Do not rely only on net product weight or estimated supplier packaging. Disclose batteries, liquids, powders and other relevant properties.

A channel may charge the greater of actual and volumetric weight, using its own divisor, rounding and surcharge rules. Verified measurements, address and goods can change an initial estimate. Check the charge breakdown before payment.

• Calculate shipping rates

Sea freight search results are indicative estimates for comparing ports and shipment options. Provide the origin, destination port, goods, package count, gross weight, volume and requested trade terms so support can verify schedules and a quotation.

The confirmed quote determines whether origin and destination charges, clearance, duties, trucking and delivery are included. An estimate does not automatically set the settlement price for an actual waybill.

• Explore sea freight estimates

Use the current warehouse address from your account, ask the supplier to include clear customer identification, and submit the domestic tracking number, goods details and required pre-alert. Confirm uncertain receiving instructions with support instead of relying on an old screenshot.

A pre-alert is an expected arrival, not confirmed stock. Wait for the actual receiving record and review quantity, photos and exception notes. Unidentified parcels may need further evidence before they can be assigned.

Select eligible warehouse-arrived waybills and request consolidation, direct consolidation, splitting or direct splitting as appropriate. Explain which packaging to retain or replace. Direct splitting creates a corresponding waybill for each carton; direct consolidation still requires staff to check the resulting package details.

The request enters the operations workflow and staff complete it after checking. Automatically filled data is not a final remeasurement until confirmed. New waybills show their source relationship; raise questions about charges, photos or dimensions against the relevant shipment.

No. Copying creates a new waybill record, carries over the applicable photos and package information, and records the source and copy time. It does not create additional goods.

Before using the copy for a new shipment, verify the physical goods, customer, quantity, address, declaration and transport option. The same goods must not be dispatched or charged twice through duplicate records. Ask staff to reconcile uncertain links.

Tell us the supplier count, expected arrivals, sample types and final destination. Each parcel should carry identifiable customer information and a domestic tracking number so arrivals can be reconciled.

You can request photos, basic visual checks, consolidation or separate packing, then confirm handling and international freight charges. Basic checks are not laboratory testing or professional authentication. Confirm channel conditions first for used electronics, food or tea.

• Collection and samples

Provide a product link or clear reference images, model, specifications, colour, quantity, budget and whether substitutions are acceptable. For used goods, specify condition, testing and accessories. A broad product category alone is insufficient to place an order.

Staff review the request and provide a quote and rules. Confirm goods cost, purchasing fees, domestic freight and required deposits before payment and execution. International freight is generally separate. Check the seller’s return eligibility and deadlines before purchase.

• China buying agent

Eligible forwarding and fulfillment goods receive 90 days of free storage, with actual receipt as day 1 and storage charges starting on day 91. Check the storage page and account records for batch, consolidation, splitting and fulfillment inventory timing.

Free storage does not mean free receiving, packing, fulfillment or international shipping. For long-term storage or large arrivals, check space, chargeable volume and the planned storage period first.

• Storage rules
• Service fees

Use accurate, specific Chinese and English product descriptions, quantities, unit values, currency and any other required fields. Verify sender and recipient details, address, postcode, intended use and origin. “Gift” or “sample” does not replace a real description, and values must not be falsified to seek relief.

Use “Print CI” in the waybill actions to open a PDF in a new tab. Check the item list and totals before printing and complete missing details first. A system-generated invoice is a business document, not a guarantee of customs clearance or tax exemption.

Once their account is opened, eligible new customers receive CNY 200 in freight coupons under the campaign rules: CNY 20 with no minimum, CNY 30 off freight of 300, CNY 50 off 500, and CNY 100 off 1,000. A valid referred registration, account opening and email verification gives the inviter a CNY 20 no-minimum coupon and the new customer an additional CNY 10 no-minimum coupon.

When selecting a transport option, review original freight, eligible offers and the payable amount, then choose whether to use a coupon. Only one coupon applies per waybill, without stacking with other freight offers. Coupons cover freight only, have no expiry, are non-transferable and cannot be cashed out; unused value is not returned. Other service charges, insurance and taxes remain payable.

Staff still need to verify actual receipt, currency, amount and the correct customer. Bank or payment processing times and mismatched payer details can affect reconciliation.

Provide the transaction reference, date, currency and amount in the payment record or a Ticket. Do not send a duplicate payment to speed up crediting. If an amount differs, request reconciliation against the charges and received funds.

These resources support planning and understanding common rules. An area shown in the atlas does not mean every address in that country incurs a surcharge. Verify the selected channel, exact postcode and current remote-area list.

Low-value rules can involve customs duty, VAT/GST, excise, product exceptions and clearance fees. Check the date, conditions and official links against your actual destination and goods. A reference table is not a promise that every shipment is tax-free.

• Tools and industry knowledge
• Remote Address Atlas

Open a Ticket as early as possible with the waybill number, requested change and reason. Available changes depend on purchasing, warehouse or dispatch progress; goods handed to a carrier cannot be guaranteed retrievable. Staff check feasibility and incurred charges.

Fulfillment dispatch interception has specific rules: CNY 2.50 is charged per submitted request and is non-refundable on success or failure under the rules accepted beforehand. After successful interception is confirmed, 95% of that shipment’s freight is refunded; incurred handling charges are not. This is not a universal refund rule and does not remove legally required refunds or compensation for our breach.

• Read the Terms of Service

Keep the carton, labels, unpacking photos or video, goods list and evidence of value. Report the waybill number, timing and evidence through a Ticket promptly, and retain packaging needed for investigation.

A tracking gap does not necessarily mean loss. Carrier scans, handover records and destination conditions need checking. Declared value, carrier liability limits and insured value are different. Support will explain the applicable investigation or claim process; responsibility follows valid terms and law.

If you have an account, choose the relevant Ticket category and include the waybill or purchasing project number, specific issue, desired outcome and relevant photos. Add follow-up details to the same conversation where possible so the history stays together.

Before opening an account, use Hubi or email customer_support@fromchinahub.com. Support hours are Monday–Sunday, 09:00–18:00 Beijing time. Do not send passwords, full card details or unnecessary identity documents through ordinary chat, email or social comments.

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