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Shipment Information

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CDROM Storage

Always store your CDROM packages in a clean and dry place.

How to track

As with the standard international trade practice, our obligation (in terms of product delivery) is completely fulfilled by taking the exact ordered items to the post office for shipment. The official receipts and tracking numbers issued by the sending post office serve as the proof of shipment.

We do understand that in certain circumstances you may need help on package tracing. The sections below can guide you through the tracing (tracking) process.

If your tracking number is a RR number:

The item will normally be available in the tracking system within 24 hours after the item has been accepted by the post office during business days. If the item is passed to the post office on weekends, it will take slightly longer for the item to show up in the system. If you want to trace the packet, please use the link provided by HongkongPost. For your convenience, the link to the corresponding tracking interface in English is:

http://app1.hongkongpost.com/CGI/mt/enquiry.jsp?mail_type=registered_ouw 

If your tracking number is a CP number or a EE number:

The item will normally be available in the post office's tracking system within 6 to 12 hours after the item has been accepted by the post office during business days. If the item is passed to the post office on weekends, it will take slightly longer for the item to show up in the system. Once the item is made available in the tracking system, you can trace the packet via the link provided by HongkongPost. For your convenience, the link to the corresponding tracking interface in English is:

http://app1.hongkongpost.com/CGI/mt/enquiry.jsp?mail_type=parcel_ouw 

If you feel the need to talk on the phone for tracing your package, please call the Track and Trace Call centre. This system is owned and operated by HongkongPost. Note that the Normal Office Hour of the Tracing Office is 9:00 a.m. to 5:00 p.m. from Mondays to Fridays Hong Kong time excluding Saturday, Sunday and Public Holidays. To give you a brief idea, Hong Kong and the US West Coast have a 16-hours time difference.

To call the Hongkong Post Track and Trace Centre:

  1. Call (852) 2921 2222.

  2. The answer system will first start with a short message in Chinese and then a greeting in English. Press 2 to select English.

  3. When the choices of available services are given on the phone, press 4 for mail tracing. Then follow the instructions provided over the phone.
     


Shipment Damage or Loss

We ship our items with due care. If your ordered product is damaged in transit (physical damage), you should contact the postal service immediately. When items inside the box were broken into pieces or are about to get fallen apart, it must be due to improper handling along the postal process. On the other hand, shipment loss is really rare. Still, we cannot completely rule out this possibility.

Below you will find information on how to file complains with the postal services in the US, the UK and Canada.

In the US, you may contact your local USPS office (USPS is responsible for all the delivery works on the US side). Below is the information provided by USPS at http://www.usps.com/cpim/ftp/pubs/pub201/pub201.htm#H9 :

"Employees of the Postal Service try to provide accurate and efficient service 100 percent of the time. When we fail in our mission and you need to speak to someone about it, or if you have a suggestion to improve service, contact your local post office. If you choose, you may complete a consumer service card available in your local post office lobby.

You can also contact the Postal Service Consumer Affairs and Claims Office in your area to help resolve problems or obtain information that your local postmaster may be unable to provide to you. The telephone number for your local Consumer Affairs and Claims Office is listed in the telephone book with other Postal Service telephone numbers.

The Consumer Advocate represents consumers to top management in the Postal Service. The Consumer Advocate collects and reviews customer satisfaction, service performance, and problem data. This information is used by the highest levels of management within the Postal Service to initiate changes in policies and operating procedures. Inquiries about this function may be addressed to:

CONSUMER ADVOCATE
US POSTAL SERVICE
475 L'ENFANT PLZ SW RM 5821
WASHINGTON DC 20260-2200"

Below is an abstract from http://www.infoplease.com/ipa/A0110467.html:

"How to Complain About a Postal Problem:

When you have a problem with your mail service, complete a Consumer Service Card which is available from letter carriers and at post offices. This will help your postmaster respond to your problem. If you wish to telephone a complaint, a postal employee will fill out the card for you.

The Consumer Advocate represents consumers at the top management level in the Postal Service. If your postal problems cannot be solved by your local post office, then write to the Consumer Advocate. His staff stands ready to serve you.

Write to: The Consumer Advocate, U.S. Postal Service, Washington, D.C. 20260-6320."


To provide evidence, please if possible take a picture of the physically damaged parts and the box. These are evidence to show how improper the handling process was done by the postal service.

In the UK, please contact Royal Mail local office (RM is responsible for all the delivery works on the UK side). Royal Mail does have a web interface for filing complain. To file a complain via the internet: visit http://www.royalmail.com/ and search for the term "complaint". You should see a result with the following abstract: "Is your complaint about something other than a mail item or a transaction at a Post Office branch? We will make every effort to resolve your enquiry or complaint as soon as possible, however please allow up to 10 working days for a response" . Click on that entry and you will be forwarded to the web interface for filing the complain.

To provide evidence, please if possible take a picture of the physically damaged parts and the box. These are evidence to show how improper the handling process was done by the postal service.

In Canada, please contact Canada Post (CP is responsible for all the delivery works in Canada). To file a complain with CP, please use this link: http://www.canadapost.ca/business/corporate/about/contact_us/ombudsman-e.asp

To provide evidence, please if possible take a picture of the physically damaged parts and the box. These are evidence to show how improper the handling process was done by the postal service.


Insurance

Insurance coverage is mandatory whenever allowed and is FREE for MOST wholesale shipments (we pay the cost). Note that:

  • Shipping with insurance require special packaging and special posting location - an additional 1-day delay may occur from time to time.

  • The insurance is issued by HongkongPost - you are the beneficiary. In case of the need to claim, you should directly file all the required information to HongkongPost. We will provide you with all the necessary information needed.

  • In general, you must file a claim immediately when the contents of an article are damaged or missing.

What you will need for insurance claiming include:

  • Evidence of Insurance - let us know and we will immediately send you the hard copy of the insurance receipt.

  • Evidence of Value - again, let us know and we will immediately send you the invoice that shows the value of the article when it was mailed. Note that we are not allowed to overstate this value.

  • Proof of Damage or Loss - if the article was damaged or if some or all of the contents were missing, you need to have the article, box, wrapper, and all packing materials intact. A damage report must be filed with your local delivery post office immediately.

If the article was lost, have any of the following proof handy:

  • A signed letter or statement from the addressee stating that the addressee did not receive the article.

  • A signed statement from the addressee's Post Office indicating that a delivery record is not on file.

Special notes:

  • Based on what we were told, damage recovery can sometimes be very restrictive due to difficulties in establishing the exact cause of damage. The extent of recovery available is at the discretion of the post office's insurance facility, although we will do our best to fight for the best possible compensation.

  • The insurance facility is provided by HongkongPost. As with most insurance types, the extent of coverage you can obtain is subject to in-depth assessment by HongkongPost, not by us. The Hong Kong Postal Service will work together with the post office on the customer's side to perform in-depth investigation into every single insurance claim case. If you have concerns on the assessment outcome, please communicate directly with HongkongPost's Claim division. They can be reached at (852) 2921 2560 or 2921 2211.

 

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