FAQ - EgapGO

Frequently Asked Questions

General

Why must a first-time customer register?

All customers must register to agree to the terms and conditions for using EgapGO’s consolidation & shipping services.

In addition, EgapGO needs your contact details so we can keep you updated on the status of the shipment from the US and to arrange delivery of your packages to you in HK.

Finally, registering is the only way to get the address of our warehouse in the US and your personal Box Number to have your merchandise shipped to.

How is EgapGO pronounced? What does it mean?

EgapGO is pronounced as 3 separate syllables: E gap GO.

EgapGO was set up to fill a “gap” in the “e”- commerce business, exorbitant air freight costs. The “GO” is to give a sense of movement.

Ordering

How do I get started?

The first step is Registration so you can get our warehouse address in the US and your personal Box Number.

The rest of the steps are shown in the Process Overview.

What are the next steps after ordering?

Order Confirmation – once your online merchant has processed your order, they will email you an order confirmation. This email needs to be forwarded to info@EgapGO.com immediately upon receipt. Please do not send a link to your order, as we cannot access your private account information, we need all the details (products, quantities, and values).

Delivery Tracking Number – shortly after placing an order, once delivery is arranged to our warehouse, your merchant will email you a delivery tracking number(s). This allows you (and us) to track your package's location and verify its delivery. You will need to forward this/these emails to info@EgapGO.com before your package is scheduled to arrive at our warehouse. If we do not receive the delivery tracking number(s) in advance, your package may be rejected by our warehouse operator as it was not on our list of registered customers' packages.

If your order is shipped in multiple packages and you do not forward the tracking number for one or more of your packages, your package may not be consolidated with the planned Sailing. In such cases, if we have to ship the package(s) in the following sailing, you will have to pay the Consolidation & Shipping Fee for a second Sailing.

What can I order & ship?

Pretty much anything you want, unless it is illegal to export from the US or import into HK.

We have prepared some suggestions of popular US Merchants you can consider shopping with and links to their US websites. Before shopping from any merchant, make sure you use the merchants’ US website for pricing in USD and delivery to a US address.

Some merchants do not allow you to access their US website without a VPN (for example Coach Factory, Cole Haan, JC Penny, Marshalls, Sierra) If you come across others, let us know so we can share it with our customers.

NOTES:

We cannot consolidate and ship merchandise for you from any merchant that does not ship their merchandise in sealed shipping cases (e.g. InstaCart and WholeFoods (via Amazon website). If your products arrive at our US warehouse in grocery bags, they will be donated to charity and no refund will be provided.

We do not have a license to import rice products, so we cannot import rice on your behalf.

We are not authorized to import medicines. Generally, daily vitamin products are ok to ship with us if they are not for parenteral use and do not have claims for treating or preventing disease.

If your product(s) requires an export license or import permit (e.g. dual-use electronics or products with Wi-Fi or Bluetooth (RFID) capabilities), these costs will be passed onto you. HK Government provides a complete database of products that require an import permit.

Since our HK warehouse cannot store Hazardous/Dangerous Materials, any product that requires a HazMat Label when shipped as international freight cargo, cannot be shipped with us. If you are not sure, please get a copy of the SDS and we can help you review it.

In order to be sure, we strongly recommend you check with us in advance of ordering any of these categories of products.

Are there any other things to consider when deciding what to order?

Below are some additional points you may consider when deciding what to order:

  • Electrical Products – the US uses a different voltage and has a different plug, so consider carefully before buying electronics that plug into the wall (check they are in fact dual voltage or consider purchasing a voltage converter), electronics that charge via USB should be fine.
  • Chocolate – we cannot guarantee the quality if you ship solid chocolate items.
  • Glass & Fragile Items – for products made of glass, dishes, products sold in glass containers, fragile equipment, etc. we cannot guarantee they will not be damaged during the international transportation because we cannot control how they are packed. We suggest you check directly with the merchant on their assurances.

Why did the merchant cancel my order?

There may be a few reasons why a merchant canceled your order:

  • Billing Address Wrong - When you order from a US online merchant, if the billing address you state does not match the billing address on your credit card/PayPal account, the merchant may cancel your order (to prevent fraudulent use of credit cards). Try again to place the order and make sure you tick the box, “bill to address is different from ship to address”. If you use PayPal, add our warehouse address to your address book for easy use in the future.
  • Prohibition of Exports - In a very few cases, merchants do not allow delivery to a US warehouse if they suspect you will export their goods. In these cases, when you place an order the site will seem to accept your order, but once it is further processed, you may be notified by the merchant your order has been canceled (sometimes you won't even be notified), that is why it is important to make sure you receive the delivery tracking number within a few days after you order).

What if the merchant “splits” the delivery of my order (“split delivery”) into more than one delivery to your warehouse?

You don’t need to pay anything additional if the individual products you ordered would have fit into 100 linear inches of space and all packages arrive before the package arrival cutoff day. See the Pricing Section of this FAQ if some of your packages miss the cutoff day (“split shipments”).

You will receive a delivery tracking number from your merchant for each package that is shipped. Please forward all tracking numbers to EgapGO so we can ensure all packages in your order are accepted at our warehouse for consolidation and onward shipping to HK.

If your order is shipped in multiple packages and you do not forward the tracking number for one or more of your packages, your package may not be consolidated with the planned Sailing. In such cases, if we have to ship the package(s) in the following sailing, you will have to pay the Consolidation & Shipping Fee for a second Sailing.

Can I order from a merchant in Canada or another country and consolidate and ship with my US purchases?

Of course, but you will need to pay for the delivery costs to our warehouse in the US. In addition, you will have to ensure the products are delivered before the package arrival cutoff date for the sailing you want to utilize.

Documents

What documents does EgapGO require after I place my order?

There are two types of documents that need to be submitted. Order confirmation and delivery tracking number.

Order Confirmation – once your online merchant has processed your order, they will email you an order confirmation. This email needs to be forwarded to info@EgapGO.com immediately upon receipt. Please do not send a link to your order, as we cannot access your private account information, we need all the details (products, quantities, and values).

Delivery Tracking Number – shortly after placing an order, once delivery is arranged to our warehouse, your merchant will email you a delivery tracking number(s). This allows you (and us) to track your package's location and verify its delivery. You will need to forward this/these emails to info@EgapGO.com before your package is scheduled to arrive at our warehouse. If we do not receive the delivery tracking number(s) in advance, your package may be rejected by our warehouse operator as it was not on our list of registered customers' packages.

If you do not receive an order confirmation and delivery tracking number a few days after ordering, check with your merchant the order has not been canceled or if the products are back-ordered.

Please take note of whether your order is being split into two or more "deliveries" by your merchant. If so, a tracking number will be issued for each package to be delivered. All tracking numbers should be forwarded to info@EgapGO.com as soon as possible after receipt.

If your order is shipped in multiple packages and you do not forward the tracking number for one or more of your packages, your package may not be consolidated with the planned Sailing. In such cases, if we have to ship the package(s) in the following sailing, you will have to pay the Consolidation & Shipping Fee for a second Sailing.

Do not worry, shipments split by your merchant into multiple deliveries to our warehouse will not impact the Consolidation & Shipping Fee you need to pay, as long all packages arrive before the package arrival cutoff date.

Where do I forward my order confirmation and delivery tracking number to?

Send both your order confirmation and delivery tracking number to info@EgapGO.com. Include a reference to your personal Box Number in the subject line of our email.

Please do not send a link to your order, as we cannot access your private account information.

Why are we required submit the order confirmation and delivery tracking number?

An order confirmation and delivery tracking advise are required to determine:

Tracking Number – to confirm your package has been delivered and easily identify it as yours at our warehouse.

Products Shipped – we must make an accurate export declaration to US customs and import declaration to HK Customs of what is being shipped

Arrival Date – ascertain the estimated arrival date at our warehouse

Why is the value required?

A value is required for export and import declaration purposes.

What is a delivery tracking number?

A delivery tracking number is a 12 - 15 digit alphanumeric number issued by the US domestic transporter (e.g. UPS, USPS, Fed Ex, OT, AMZL, DHL, etc.), designated by your online merchant, to track the movement of your merchandise from the merchant to final delivery at our US warehouse.

Discounts

Are they any discounts available?

Discounts may not be combined (“stacked”) unless otherwise indicated.

  • Refer a Friend – on your next shipment (must be used on one of the next two Sailing dates from your friend’s Sailing date) you can enjoy a 5% discount on the current Consolidation & Shipping Fee. Your friend must mention your name when they register to use our consolidation & shipping services. This discount may be used multiple times, but only once per Sailing. Type “Friend” in the promo code field and the friend’s name who referred you when you register in the referral field so they can get their discount.
  • Frequent Shipper – if you use our consolidation and shipping services three sailings in a row (e.g. products delivered to the same customer at the same HK address), you can get a 10% discount on the current Consolidation & Shipping Fee on the next sailing. We will automatically apply the discount to your account for the fourth sailing. Discount cannot be carried over or transferred, must be used on the frequent shippers’ fourth sailing.
  • VIP – if you use EgapGO’s consolidation and shipping services five Sailings in a row (e.g. products delivered to the same customer at the same HK address), you become a VIP Shipper and can enjoy a 20% discount for the next 12 months on the current Consolidation & Shipping Fee. VIP status cannot be shared or transferred. That is, orders must be placed by and delivered to the designated VIP Shipper in HK. We will automatically apply the discount to your account from the sixth Sailing onward. Note this does not mean a customer’s next 12 sailings. This discount has a 12-month validity which cannot be extended if not used on every Sailing during that period.

Discounts and promo codes cannot be “stacked” (combined) - the highest discount will only be applied once. Also, discounts can only be applied when a customer is shipping under the Standard Fee (e.g. 100 linear inches). Generally, discounts or promo codes may not be carried over.

The above discounts are subject to change in the future without notice of the change.

Current Consolidation & Shipping Fee means the fee in effect at the time of the Sailing, not the Fee in effect at the time the discount was earned (e.g. no grandfathering in).

Are they any discounts available when shopping online?

Below are some tips on how to get discounts when shopping US online merchants.

  • Register as New Customer – most websites offer you a discount on your "first" order if sign up for their mailing list (discount may only be available for a limited time like 30 days and you can only sign up once). You can always unsubscribe after you order to save your mailbox from excessive emails or use a burner email address.
  • Join the Mailing List – joining the mailing list is a good way to know when your favorite merchants are having discount promotions and sales (some only last one day so you need to be quick). It’s a good way to save money on items you’re shipping from the US to Hong Kong.
  • Leave an Item in Your Cart – close your website browser leaving items in your cart. If you have registered as a customer for that merchant, many times they will email you and offer a discount or free shipping with no minimum order value to complete your purchase.
  • Better Discounts – if you register an account with your favorite merchant, you tend to get better promotion offers than if you just sign up for the email distribution list. In addition, after your order, you also get more frequent invites for discounts to shop again.
  • Holiday Sales – almost every public holiday in the US is an excuse for a sale. The big ones are Memorial Day (May), Independence Day (July,) Labor Day (September), Black Friday/Cyber Monday (November) and Christmas (December). Check our shipping schedule for the exact dates this year, to get your items with our international shipping from the USA to Hong Kong for the best price.
  • Merchant Annual/Anniversary Sales – most merchants have one or two big sales based on their own calendar. If you are on their distribution lists, you will be made aware of them and sometimes even get early access.

Pricing

How is the Consolidation & Shipping Fee determined?

The EgapGO “Consolidation & Shipping Fee” is a fixed fee for up to 100* linear inches/sailing.

If the volume of the actual products bought is slightly more than 100” / 228.6cm* (e.g. two boxes 25”l x 25”w x 25”h / 63.5cm x 63.5cm x 63.5cm), there will not be any additional charge as we know it is difficult to estimate the size of each item you purchase. However, if the linear dimensions of the products bought exceed 150”/381cm*, you will be charged a 50% surcharge on the current Consolidation & Shipping Fee (before any discounts) for each of the next 50” (or partial 50") linear inches that exceed 100".

If you are going to buy and want to ship something with us that is large, bulky or unusual dimensions (e.g any shipping dimension is greater than or equal to 30" (76.2 cm) and/or the shipping weight is greater than or equal to 30 lbs (13.6 kg)) it will most likely be subject to a large package surcharge for local delivery in HK. As an example, if you are buying an item where one of the shipping dimensions is 40” (101.6 cm) and/or the shipping weight is 50 lbs (22.7 kg), the shipping & consolidation fee will probably be HKD 550 (that is, a large package surcharge of HKD 250 will be added to your fee).

Please contact EgapGO before ordering to confirm the pricing of large, bulky or unusual dimension packages or if you are ordering more than a handful of one type of product so there are no surprises.

*To calculate the 100", we are only considering the size a product is when you pick it up off the shelf at a retail store, not the size of the probably larger box Amazon would ship it to you in.

To help visualize this, an American standard shopping cart can hold approximately 60 linear inches in its main basket area, so if all your purchases will fit in a shopping cart, you will definitely be within our standard consolidation & shipping fee.

We do not open your shipping boxes when they arrive at our warehouse and consolidate (repack) them before we ship them. However, to calculate this 100”, you should assume all your purchases (multiple orders and/or multiple merchants) were repacked together to reduce the volume.

What is included in the Consolidation & Shipping Fee?

The EgapGO Standard “Consolidation & Shipping Fee” includes:

  • warehousing and consolidation services at our US warehouse
  • export documentation and clearance costs for the US
  • ocean freight to HK
  • import documentation and clearance costs for HK
  • warehousing and deconsolidation services in HK
  • “local delivery” to your requested address in HK*.

US domestic delivery charges (from your online merchant to our warehouse) are not included in the Consolidation & Shipping Fee. You must pay to transport your goods to our warehouse. Many US merchants offer free domestic transportation if you order over a fixed amount like USD 50. Check your merchants’ website directly for their shipping policy.

HK Customs requires an import permit issued by the OFCA for any product with Wi-Fi or Bluetooth capabilities (e.g. radio transmitting apparatus). There is a surcharge for each importation of HKD 250 for our cost to obtain this permit for these types of products (per sailing, not product).

* In the below situations, additional surcharges will apply:

  • Outlying Islands Deliveries (including Discovery Bay)
  • Large Packages – any package where the “shipping dimensions” is greater than or equal to 30" (76.2 cm) and/or the shipping weight is greater than or equal to 30 lbs (13.6 kgs). See the above question “How is the Consolidation & Shipping Fee is determined” or contact us for a quote.
  • Walk-Up Buildings – if you require delivery to your door and your building does not have elevator service
  • No Available Free Parking – if your delivery address does not have free parking for deliveries, any additional costs associated with the delivery will be passed on to you.

Please contact us for more information.

What about insurance coverage for my packages?

Since we are not repacking your products (we only consolidate “packages”, not “individual products”) we cannot offer insurance on the contents. In our experience, merchants know how to pack their merchandise to prevent damage during domestic transportation and that is more than adequate for the ocean transport as the boxes are shrink-wrapped to a pallet and don’t move around the container.

If the whole container falls in the water or goes missing, we have insurance coverage from the shipping line for this type of unlikely situation.

What happens if some of my packages arrive before and some after a given “package arrival cutoff date” (e.g. when there is a split delivery by the merchant)?

If your order from one merchant is split over more than one delivery date and all packages do not arrive before the sailing cutoff date, you will have to pay a second Consolidation & Shipping Fee .

If you order from more than one merchant and all your packages do not arrive before the package arrival cutoff date, you will have to pay a second Consolidation & Shipping Fee for the packages that are shipped the following month.

That is to say, the Consolidation & Shipping Fee is per sailing.

Accordingly, it is recommended to pay close attention to the expected delivery date(s) before you “checkout” and pay for your merchandise. It is not uncommon for one order to have two or multiple delivery dates due to the availability/shipment of merchandise from different regional warehouses. It is an EgapGO customers’ responsibility to check and make sure all items in your cart will be delivered before the package arrival cutoff date for the sailing you wish to utilize.

If there is a range of estimated delivery dates, assume the latest. In our experience, the estimated delivery dates are usually pretty accurate.

No exceptions can be made to the package arrival cutoff dates as it will hold up the export of everyone else’s packages.

How do I do I calculate linear dimension?

Linear dimension is the sum of the length, width and height of a box.

Can I split the linear dimensions over two or more merchants?

Yes, if the individual products you ordered from one merchant do not use the full 100 linear inches, you can carry the unused inches over to purchase products from another merchant.

That means you can have 35” of your products from one merchant and 65” of your products from a second merchant and pay one Consolidation & Shipping Fee.

Do you consolidate my orders from multiple merchants in one box or just consolidate orders from multiple customers?

Our consolidation services are just to consolidate packages from multiple customers. We will not open your boxes at our warehouse. This is partly to protect you, so no items go missing (and respect your privacy), and partly to save time and costs of repacking.

Our Consolidation & Shipping Fee is based on 100 linear inches of products you order, irrespective of the size of the box your merchant (e.g. Amazon) ships these products in, to our warehouse.

Is the EgapGO Consolidation & Shipping Fee fixed?

Yes, our fee is a fixed fee for up to 100 linear inches/sailing.

Ocean freight is generally only based on volume. This is the advantage of ocean freight over air freight. Airfreight is usually based on weight or volumetric weight. To keep things simpler for our customers, we have set our fee for our consolidation and shipping services on linear dimensions only.

Note - surcharges will need to be applied in certain situations for example deliveries to Outlying Islands, Walk-Ups, Larger Packages, No Available Free Parking, etc.).

Are domestic shipping costs included in the Consolidation & Shipping Fee?

US domestic delivery charges (from your online merchant to our warehouse) are not included in the Consolidation & Shipping Fee. You must pay to ship your goods to our warehouse. Many US merchants offer free domestic transportation if you order over a fixed amount like USD 50. Check your merchants’ website directly for their shipping policy.

Also, pay attention to the time needed for your packages to arrive at our warehouse, ensuring you select a delivery method that will ensure your packages arrive before the package arrival cutoff date for the sailing you want to utilize. If there is a range of estimated delivery dates, assume the latest. In our experience, the estimated delivery dates are usually pretty accurate.

Timeline

How long does it take for my packages to arrive in HK?

Based on past experience, it usually takes ~5 ½ weeks from the package arrival cut-off date. See our Shipping Schedule for actual dates.

Note there can be unforeseen delays due to weather, issues with the shipping vessel or last-minute changes with the vessel sailing schedule. Additionally, when there are public holidays in the US or HK, a backlog can develop at the ports. We will keep you informed if you have shipped with us.

Why does it take so long (compared to airfreight)?

Booking space on a shipping vessel is not like a booking courier space on an airplane (can be done the same day), you need several days' lead time.

Packing a container for a safe voyage across the Pacific Ocean takes more time than packing a few packages for airfreight (which is usually very quick).

Loading (and unloading) 1,000+ containers on a shipping vessel can take up to one day, not like an hour or so for an airplane (the largest vessel today can carry 9,000 40’ containers).

Compared to air shipments, the document processing time is much longer for exports and imports via ocean freight because each air shipment is below the threshold which allows for a “simplified clearance” process.

By ocean, it takes ~22 days on the water from the US to HK. A courier can fly in 2 days (e.g. time difference) from the US to HK.

So, the time to ship via ocean freight is longer than air freight, but we think the savings and flexibility to ship what you want and not have to worry about the weight/size is worth the wait. We hope you do too!

Operational

How can I pay the Consolidation & Shipping Fee?

Once the vessel has departed the US, you will receive an email from EgapGO with details on how to make payment (bank and ATM deposit/transfer only for now).

If payment is made from a different bank account holder then was registered with EgapGO, please let us know, to avoid delays/confusion in processing the payment (info@EgapGO.com).

When is the Consolidation & Shipping Fee due?

Payment of the "Consolidation & Shipping Fee" to EgapGO (e.g. ocean freight and local delivery costs) must be received before your order will be delivered to you in HK.

After the vessel departs the US, we will send a request for payment along with our bank details.

Your merchandise will be considered abandoned if payment of the Consolidation & Shipping Fee is not received 10 days after the vessel arrives in HK and your packages will be donated to charity by EgapGO.

When can my packages arrive at EgapGO's US warehouse to ship to HK?

You may order and your packages may arrive on any day of the year.

Our warehouse is not opened on the weekends nor on public holidays. The courier companies will always automatically re-schedule delivery on the next working day, so you don’t need to worry about this.

We have a designated a “package arrival cutoff date” each month. All packages received by that date will be consolidated and shipped to HK for that month’s sailing.

See the Shipping Schedule for the package arrival cutoff dates (and corresponding estimated delivery dates to your flat in HK) for the next few months so you can plan.

Generally, online merchants take a couple of days to process your order then it takes 2-7 business days for delivery to be made, depending on the services level selected by your merchant. We have seen the timeline for some merchants taking up to 10 days or more (especially for bigger items or from smaller merchants).

Accordingly, it is recommended to pay close attention to the expected delivery date(s) before you “checkout” and pay for your merchandise. It is not uncommon for one order to have two or multiple delivery dates due to the availability/shipment of merchandise from different regional warehouses. It is an EgapGO customers’ responsibility to check and make sure all items in your cart will be delivered before the package arrival cutoff date for the sailing you wish to utilize.

If your order from one merchant is split over more than one delivery date and all packages do not arrive before the package arrival cutoff date, you will have to pay a second Consolidation & Shipping Fee.

If you order from more than one merchant and all your packages do not arrive before the package arrival cutoff date, you will have to pay a second Consolidation & Shipping Fee for the packages that are shipped the following month.

That is to say, the Consolidation & Shipping Fee is per sailing

How often are consolidations & shipments made from US to HK?

Currently, we have a Sailing from the US to HK each month.

Please check the Shipping Schedule for the package arrival cutoff dates (and corresponding delivery dates in HK) for the next few months. You can also keep up-to-date by following us on Facebook or joining our email distribution list to receive package arrival cutoff date notifications.

What if my order arrives late at your warehouse after the package arrival cutoff date?

The package arrival cutoff date for each consolidation & shipment is fixed as we need to allow time to consolidate all the packages on pallets, book space on a vessel (it is not like booking air cargo service) and process all the paperwork, so no extensions or exceptions can be made (even if you want to pay more money).

Accordingly, please order early enough to allow enough time for your products to arrive at our warehouse in the US before the package arrival cutoff date. If necessary (e.g. you are near the package arrival cutoff date for the month when you order), consider paying the extra charges for expedited delivery to our US warehouse if you want your products to make the current months’ sailing date.

Can EgapGO help with returns?

We cannot assist with returns. So be sure what you order is what you want.

What if I do not receive an order confirmation or delivery tracking number?

If you do not receive an order confirmation or delivery tracking number a few days after ordering, check with your merchant the order has not been canceled or if the products are back-ordered.