Frequently Asked Questions

You have up to 7 days to make the payment after receiving your shipping invoice. If payment is not made within seven days, the below storage fees will begin to apply:
- $1/kg/day for packages less than 23kg or 0.023 CBM
- $2/kg/day for packages greater than 23kg or 0.023 CBM

We accept a variety of secure payment methods including:
- Card payments
- Bank transfers
- Mobile money transfers

Yes, you can. We offer a consolidation window of up to 21 days from the time the first package is confirmed receipt at our warehouse. Please note that a service fee will apply if packages are held in China beyond this period. You are also required to update all items on our website and indicate if consolidation is required.

If unsure about the indicated weight of your packages, please raise any concerns within 7 days of receiving the payment request after items have been received in the China warehouse. You can reach out to us via email, WhatsApp, social media, phone, or in the app under support.

If you cancel after the shipment has left the origin country, no refunds will be issued. However, you can request cancellation upon goods being received in the country of origin. Please note that we do not cover returning costs to supplier or seller.

Yes, we open boxes and photograph contents from other countries we ship from. However, for our China operations, we only take a picture of the label unless contents are requested by the member. Opening boxes and providing images will incur an additional $1 fee per package.

Insurance is still set at 3% of the declared value to cover either air or sea freight options from China to your doorstep. Read more about the insurance policy.

If packages get damaged in the country of origin, we communicate via email or on call to inform you about the state of the items to coordinate return. If packages get lost during transit, Aquantuo will cover all associated fees on condition that insurance costs have been paid to insure the said packages. Please note that we shall not be refunding late payment or storage fees.