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Frequently asked questions
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What address should I give the seller?
Use the complete China warehouse address assigned in your Cainiao account, including your customer identifier.
Why is the chargeable weight different?
Services may compare actual and volumetric weight. Packaging and route rules can change the billed figure.
Is sea freight always cheaper?
No. Minimum charges, dimensions, and small-parcel tiers can change the result. Compare final checkout totals.
Can batteries or liquids be shipped?
Eligibility depends on the exact product and route. Ask support with the product link before buying.
What prices are shown on the latest Malaysia rate card?
The 2026-07-22 card lists West air from CNY 14 for the first 0.5 kg, West sea from CNY 12 for the first kg, East air at CNY 22/0.5 kg for 0–10 kg, and East sea from CNY 20 for the first kg. Weight tiers, cargo type and a CNY 60 large-item sea surcharge can change the total; app checkout prevails.
How long does delivery take?
Estimated calendar-day ranges are West Air Express 6–8, West Air Economy 9–11, West Sea Express/Green 17–20 for small items or 21–23 for large items, West Sea Economy 20–25, East Air 8–13, and East Sea 25–30. Timing starts on the next working day after payment.
What compensation applies to delays, damage or loss?
Express routes (including Green Sea) and East Malaysia routes offer a CNY 10 late-delivery voucher; West Economy routes offer CNY 5. Damage or loss is compensated by item value plus a shipping refund, capped at CNY 2,000 for Express/East routes and CNY 1,000 for West Economy, subject to the compensation terms and review.
Who handles parcel-specific problems?
Use Cainiao in-app support with your order and tracking numbers so the team can review the relevant account and parcel records.