Aquantuo Payment and Storage Policy
At Aquantuo, we're committed to providing a seamless shipping experience for our members. To ensure smooth operations and timely deliveries, we have updated our Payment and Storage Policy to make the process even more efficient and transparent.
Policy Overview
Effective immediately, full payment is required before shipping any packages from our country of origin warehouses to their destination countries. This policy allows us to manage logistics efficiently and deliver your packages on time.
Purpose
The purpose of this policy is to improve customer service by minimizing delays through requiring upfront payment. This way, we can better plan shipments and manage the logistics process, leading to quicker and more reliable service for you.
Scope
This policy applies to all Aquantuo members shipping packages from any of the country of origin warehouses.
Payment Procedures
After your items are received at the warehouse, you will receive an invoice. Payments must be made within 7 days of receiving the invoice to avoid delays and additional storage charges.
Please note that packages not paid for within the 7-day period will not be shipped out. Additionally, even if payment is made within 7 days but after the cut-off time set date, your package will be scheduled for the next available shipment.
We Accept:
Upon request, members can make a 70% deposit upfront and pay the remaining 30% within 7 days after your package arrives at its destination country. You will receive an email notification once the packages arrive at the destination country.
Consolidation of Packages
We provide a one-time shipment consolidation for your packages. Once the consignment leaves the country of origin warehouse, no further consolidation will be possible
Opening Boxes (China Only)
As part of our China procedures and operations, we only take a picture of the box label unless you request to see the specific contents. If you would like us to open the box and provide images of the contents, a $1 per package fee will apply.
Storage Policy
1. Identified Packages:
If your package is properly identified and invoiced, storage fees will begin 7 days after the invoice is issued. If payment is not completed within 21 days, either in the country of origin, destination country, or both, your package will be donated to charity, and Aquantuo will no longer be liable for it.
2. Unidentified Packages:
For packages received at our country-of-origin warehouses without a name, unit number, or if the name on the package is not registered in our system, we will hold the package for 21 calendar days. The first 7 days are free of charge, after which storage fees will apply and will be included in the final invoice. If the package remains unclaimed after the 21 calendar days, it will be donated to charity, and Aquantuo will not be liable for the package
If a member identifies their package after the free 7 days of storage, any accumulated storage fees will be included in their final invoice
We understand how important your shipments are, and we encourage you to ensure all details are correct to avoid any inconvenience.
The following storage fees will apply if full payment is not made within the free 7-day period:
Handling Discrepancies and Special Items
Weight & Dimension issues:
Concerns about weight discrepancies must be raised within 48 hours of receiving the final invoice after your item has arrived at the country-of-origin warehouse. After this period, requests for re-weighing or cost revisions will not be accepted.
Note that Aquantuo reserves the right to review and adjust the final charges upon arrival at the destination country if any weight discrepancies are identified. Any adjustments will be communicated promptly, and the revised charges will apply accordingly.
Special Goods:
Your invoice may be adjusted if additional checks reveal that the package contains special goods, such as liquids, car batteries, perfumes, or cosmetic products.
Click here to review the list of restricted and prohibited items.
Returns After Shipment:
No refunds will be provided for cancellations once the shipment has left the country of origin. Any concerns or issues must be raised before the shipment departs.
Returns at Origin:
Members are responsible for all return costs. A pre-paid return label must be provided, or if we create the label, a service fee will apply. Members must cover all associated return costs.
Logistics and Operations
Payment Before Shipping:
Requiring payment before shipping allows Aquantuo to plan and manage logistics more efficiently, improving service delivery and operational processes.
Handling Damaged Items:
If an item arrives damaged at any of our origin warehouses, we will notify you to arrange a return or inform us on how to proceed with the package. If an item gets lost between receipt at the country of origin warehouse and delivery to the destination, and insurance was paid, we will reimburse all fees except for the insurance fees and any accrued storage fees. Each case of damage or loss will be assessed individually.
Insurance:
For packages with a declared value of $200 or above, insurance is mandatory and is set at 3% of the declared value for both air and sea freight. For packages with a declared value below $200, members may opt out of insurance within 48 hours of the package being received and uploaded to the member’s account.
If the declared value of an item is overstated, the customer must provide valid proof of purchase to amend the price. Aquantuo reserves the right to verify the proof of purchase.
For detailed information on our insurance policy, please refer here
Proof of Purchase:
Members are required to upload proof of purchase for items they intend to ship on their Aquantuo account either when creating the shipping request or during payment. Upon receiving an email notification that their package(s) has been received at our warehouse, members have 72 hours (3 days) to upload proof of purchase and complete the payment.
If no proof of purchase (POP) is uploaded within this timeframe, an automatic return process will be initiated. Members must use the package details (dimensions) displayed on their dashboard to create a return label for the items in the origin country or request Aquantuo to create the return label on their behalf for an additional fee.
Storage charges for the package(s) will begin to accrue seven (7) days after the email notification instructing the member to upload POP and make payment. If the member fails to provide a return label or authorize Aquantuo to create one within 21 days, the package(s) will be auctioned as per our abandoned items policy.
Member Responsibilities
Members have up to ten (10) days to claim or report an item not confirmed as received or updated on their account dashboard. We understand things can get busy, but after this period, we won’t be able to assist with any reports or requests related to the package status. This ensures we can resolve issues quickly and efficiently for everyone.
Members must comply with the payment-before-shipping policy to avoid delays. Prompt payment and timely pickup of packages are encouraged to prevent additional costs from storage fees and to prevent further delays.
Consequences of Non-Compliance
Failure to comply with this policy may result in shipping delays and the accruing of storage fees. Packages that remain unpaid for after 21 days will be donated to charity, and Aquantuo will no longer be held liable for them.
Review and Updates
This policy will be reviewed regularly to ensure it aligns with our operational needs and meets member expectations. Updates will be communicated as needed.
FAQs
For more information, please visit our FAQs.
We appreciate your cooperation in following these guidelines to ensure we can serve you better and keep your shipments moving without delay.