I. Transit Time
1. Cut-off time for Taopai Consolidation Shipping:
- Home Delivery: 16:00 (Monday to Friday), 11:00 on Sundays
- Self-pickup Points & Smart Lockers: 15:00 (Monday to Friday), 10:00 on Sundays
No shipments will be dispatched on Saturdays and Hong Kong Public Holidays. Delivery drivers will not deliver parcels on Sundays or public holidays, except for pre-scheduled appointments.
Please refer to the official website for holiday arrangements. Any updates shall be subject to announcements published on our official website.
2. Normally, orders will arrive in Hong Kong on the next working day after dispatch. After arrival in Hong Kong, home delivery takes 1–2 working days; remote areas require 2–4 working days.
Exceptions: Shipments may be delayed due to customs inspection, rainy or severe weather, public holidays, and major shopping festivals including 618, Double 11, Double 12, etc. We appreciate your understanding. Please check updates on our official website for special arrangements.
II. Freight Payment Rules
We accept the following payment methods:
1. Hong Kong Alipay (handling fee applies)
2. Mainland China Alipay (handling fee applies)
3. Mainland China WeChat Pay (handling fee applies)
4. Taobao Store Payment: You must state your member ID in the payment remark. Credit will be approved and recharged by customer service within 1–30 minutes after payment.
5. You must settle the freight on our official website [www.taopai.hk](https://www.taopai.hk) or the Taopai Consolidation App before shipment can be arranged.
6. You must truthfully declare the nature of the delivery address (commercial / non-commercial zone) and pay applicable surcharges. Shipment will only be arranged once the price difference is settled; we reserve the right to refuse shipment. If the driver finds the actual address inconsistent with the declaration after goods arrive in Hong Kong, we reserve the right to suspend delivery. Redelivery will only be scheduled after the outstanding fees are paid.
7. Taopai Consolidation shall not be liable for any delays caused by late payment.
III. Consolidated Weight Calculation Rules
1. Freight is calculated based on the higher value between the actual weight and volumetric weight of each parcel. Volumetric weight reflects parcel density.
In accordance with international standards and industry practice:
>
> Volumetric Weight (KG) = Length (cm) × Width (cm) × Height (cm) / 6000
After consolidation, any order weighing less than 1kg will be rounded up to 1kg. There is no cap on the number of packages or total weight for consolidation.
The maximum acceptable length of a single item is 6 metres.
Weight is measured in kilograms (KG). The minimum inbound weight registered by our courier system is 0.5KG; parcels lighter than 0.5KG will be counted as 0.5KG.
If you request return or self-collection of goods stored at Taopai Dongguan Warehouse, a handling fee will be charged at HK$2 per KG, with a minimum charge of HK$10 per parcel.
IV. Storage Fee & Storage Period for Hong Kong Self-pickup Points
1. Parcels arriving at Taopai Hong Kong self-pickup points must be collected within the free storage period specified by the pickup location. Storage fees will accrue after expiry. Free storage duration and overdue charges vary by location and are subject to notices on the Taopai official website and on-site notices at the self-pickup point. If parcels remain unclaimed for an extended period, the self-pickup point reserves the right to dispose of them as abandoned goods without further notification.
2. Unpacking and littering are prohibited within the premises of all self-pickup stores. Please bring your own reusable bags. Taopai Hong Kong self-pickup points do not provide unpacking tools.
3. Opening hours differ for each self-pickup point. Please check the Taopai official website. During holidays, we recommend contacting the pickup point directly to confirm opening hours before collection.
V. Delivery & Receipt Terms
1. For your protection, drivers will only deliver to the address stated on the order. Address changes will incur a redelivery fee and extend transit time. Contact customer service for details.
2. If you authorise a third party to receive the parcel or request delivery to an address different from the one listed on your order, we accept no liability for any issues arising from delivery.
3. Drivers reserve the right to deliver to ground level for signature and refuse upstairs delivery under the following circumstances:
a) No free parking available near the delivery address;
b) No lift and access requires stairs;
c) Stairs must be climbed before reaching a lift;
d) Parcel size, length or quantity cannot be moved into the lift in one trip;
e) The nearest parking spot is far from the lift;
f) Parcel weight exceeds 50kg (discretion applies for parcels under 50kg).
g) Upstairs delivery service costs HK$2 per KG, only for locations with easy access.
h) Additional upstairs surcharges may apply if access conditions are difficult.
i) If upstairs delivery is deemed impractical, the driver may decline the service, and the upstairs fee will be refunded to your Taopai account.
j) Parcels weighing 50kg or above, or with any side measuring 150cm or longer, must be collected at ground level. Discretion applies for parcels under 50kg. Upstairs delivery costs HK$2 per KG for accessible locations.
4. After goods arrive in Hong Kong, the driver will contact you to confirm a delivery window. If you are unavailable to receive the parcel at the agreed time, the goods may be returned or stored at a logistics warehouse. You will bear all secondary delivery and storage fees. If goods are stored in the Hong Kong warehouse for more than 7 days, you shall be responsible for any damage or loss occurring during storage.
5. For village and walled village deliveries, handover is generally limited to locations with vehicle access, parking and turning space, or at the village archway.
6. We are not liable for delays, misdelivery or loss caused by:
a) Errors or incomplete information provided by you, such as incorrect addresses, invalid phone numbers, address changes or undeliverable locations;
b) Items consigned by you that violate national laws and regulations, including flammable, explosive, polluting, corrosive, toxic powders, liquids and other dangerous goods;
c) Losses arising from inadequate packaging or undisclosed characteristics of the goods by the shipper or yourself.
VI. Lost Parcel Claims
1. Our loss coverage applies only to shipments from Taopai Dongguan Consolidation Centre to your designated Hong Kong delivery address. It does not cover domestic shipping from mainland sellers to the Taopai Dongguan warehouse.
2. If consolidated goods go missing, you must submit supporting materials as instructed by customer service. Our team will review warehouse footage to verify missing items; video evidence shall be conclusive. Compensation will be decided after review.
Lost parcel claim rules:
a) Report missing parcels to customer service via phone, online chat or Wangwang within 24 hours of signature. Claims submitted after this window will be rejected and deemed successfully delivered.
b) Retain the original outer packaging and take clear photos showing the tracking number. Flip the packaging inside out and photograph it, as small items may stick to the inner lining.
c) To protect your interests, verify the number of packages and domestic courier tracking numbers before opening all consolidated parcels. We will not accept liability for shortages discovered after full unpacking.
d) If you receive a parcel with damaged packaging, signs of tampering, or if you were absent at delivery, photograph the parcel and record the full unpacking process as evidence for shortage claims. We will reject compensation requests if you fail to notify customer service promptly.
e) Claims will only be processed once all supporting documents are provided; incomplete submissions will not be accepted.
f) Tracking number of the lost parcel
g) Packaging photos following the above requirements
h) Screenshot of purchase proof showing the corresponding tracking number and actual payment amount
i) Without cargo insurance: compensation equals three times the shipping cost of the lost item, capped at the item value, with a maximum limit of HK$500. Insurance does not cover damage.
j) Cargo insurance is available at 3% of the declared value. Insured lost parcels are compensated up to the declared value, capped at HK$1000. Insurance does not cover damage.
k) Our total legal liability is limited to the stated compensation caps. If you require higher protection, you should purchase separate cargo insurance.
l) If the missing parcel is recovered during investigation, we will arrange redelivery. Recovered parcels are excluded from compensation. We reserve final decision-making rights for all disputes.
m) No compensation will be granted for counterfeit goods or prohibited items seized by customs. We reserve the right to pursue legal action.
n) Once a claim is approved, compensation is normally processed within 10 working days.
o) All claim materials are subject to our internal review. Our decision is final and binding.
VII. Damaged Parcel Policy
1. Please ask your seller to pack items securely. Shipments pass through multiple transit stages and perfect condition cannot be guaranteed. We do not offer professional repacking reinforcement at our consolidation warehouse. You must coordinate with the seller to ensure sufficient, sturdy inner and outer packaging to prevent breakage or loss.
2. If you ship fragile goods such as ceramics, glassware or easily bent items, you are responsible for the following:
a) Suitable outer packaging: Use a strong container capable of withstanding transit pressure, with wooden framing for extra protection where needed.
b) Suitable inner packaging: Fill empty space with shock-absorbent materials. Wrap each fragile piece individually with sufficient bubble wrap or foam padding.
c) Inner and outer packaging must provide robust structural protection.
d) Warning labels: Mark the outer box clearly in Chinese with “Fragile”, “Handle With Care”. Mark bendable items with “Do Not Bend”.
**Note: We accept no compensation for damage or loss of fragile items occurring in transit.**
## VIII. Shipping Terms
1. Taopai Dongguan Consolidation Centre does not accept ordinary mail, collect-on-delivery parcels, or shipments without traceable logistics tracking.
2. Our consolidation centre only processes shipments where one tracking number from one store belongs to a single customer. Goods are sorted and allocated solely by tracking number.
3. The shipper or you authorise us to refuse items unsuitable for courier transport, goods with misrepresented description or value, and all items prohibited by law. You shall bear all legal and financial liability for violations.
4. You and your authorised agents agree to pay our published freight rates plus applicable storage, return and reforwarding fees.
5. If liquid or solid substances leak from your goods, or inadequate packaging contaminates or damages other parcels, we reserve the right to pursue all legal and financial compensation from you.
6. We reserve the right to know the nature, description, quantity and weight of consigned goods to facilitate inspections by customs and relevant authorities.
7. Except for official authority inspections and random spot checks, we do not open parcels to verify quantity or quality on your behalf. We are not liable for losses related to item quantity or inherent product characteristics.
8. After parcels are received at the Dongguan warehouse, you may apply for return or domestic reforwarding to other mainland addresses by paying the applicable freight and handling fees.
9. If goods fail to reach the Taopai Dongguan Consolidation Centre, any collection charges incurred will be borne by you.
10. Parcels must be shipped out from our consolidation centre within 90 days of arrival. Unshipped parcels after the deadline will be treated as abandoned goods and disposed of by us without objection from the owner.
11. Customs inspection is a mandatory clearance procedure to verify whether goods match the declaration. Mismatch may result in customs detention, which typically lasts 5–15 working days. Detention is usually caused by inconsistent declared descriptions. Please declare item names and values truthfully to avoid delays and seizure. Customs detention is beyond our control. We offer no guarantee on detention duration or outcome. If goods are confiscated by customs, freight will not be refunded and we bear no related losses.
12. We only receive and combine parcels for onward shipment. If inadequate packaging or failure to declare special high-value or fragile items causes damage, liability rests solely with you.
13. We are not liable for indirect or consequential losses arising from delayed or lost shipments. Damage and loss claims are settled solely according to our compensation policy.
14. We accept no liability for delays, loss, destruction or confiscation caused by force majeure, including war, civil unrest, severe weather, flight delays, crashes, typhoons, fire, flood, major traffic accidents and other events outside our reasonable control, or confiscation attributable to the shipper or yourself.
15. Taopai shall not be responsible for loss, missing items or revised delivery fees arising from the following scenarios:
- Scenario 1: One tracking number from a seller contains parcels belonging to two or more customers, causing unclaimed items.
Resolution: You must contact the seller to ensure each tracking number only contains your goods.
- Scenario 2: A seller gives you one tracking number but splits your order into multiple separate tracking numbers, leading to unclaimed parcels.
Resolution: You are responsible for obtaining all correct tracking numbers from the seller for registration.
- Scenario 3: An incorrect tracking number provided by the seller causes the correct parcel to exceed the 90-day storage limit and be disposed of as abandoned.
16. Frozen goods, tobacco and alcohol are prohibited. They will be confiscated immediately upon detection with no refunds. We reserve the right to pursue civil and criminal liability and recover our losses from the shipper or buyer. Do not attempt to ship restricted goods.
17. By registering an account, you accept all terms of this agreement and warrant that your consignments comply with applicable laws and courier regulations. We refuse to ship the following categories:
a) Flammable, perishable, toxic, explosive, lethal, corrosive or radioactive dangerous goods;
b) Pharmaceuticals, infectious or public health hazards, narcotics and drug paraphernalia;
c) Obscene publications, photos, sculptures and adult articles;
d) Goods infringing trademarks, copyright or other intellectual property rights;
e) Currency, VAT invoices, tax stamps, securities, gold, silver, antiques and precious metals;
f) Food, live animals, plants and seeds;
g) Personal documents, contracts, approvals, permits and correspondence;
h) Subversive political publications, books, videos and photos;
i) All powders, liquids, pastes and optical discs;
j) Counterfeit, replica goods or items with unverified origin;
k) Poorly packed fragile items that may endanger personnel or contaminate other shipments;
l) Surplus export stock;
m) Goods violating Hong Kong law, the Product Quality Law of the People’s Republic of China, the Consumer Rights Protection Law of the People’s Republic of China and other administrative regulations and mandatory national standards.
