F.A.Q

F.A.Q

 

  1. How much does ANL’s shipping cost?

Dear customer, prices depend on the category and weight of your parcel. Please click here to register an account (http://webship.anlexpress.com/register_select_country.php). You can see the price chart for shipping upon creating a shipment after login.

  1. How do I pay?

Dear customer, ANL’s online shipping service currently accepts credit cards, debit cards, Paypal, Wechat Pay, & Alipay.

  1. What if I claimed the wrong weight or category for my shipment online?

Dear customer, please weigh your parcel and fill in the weight online. ANL will weigh each parcel that arrives in our warehouse and will charge the shipping fee accordingly. In the case of claiming the wrong category of parcel or exceeding maximum quantity allowed per parcel, ANL reserves the right to repack, adjust category and shipping fees.

  1. How fast is ANL’s shipping?

Dear customer, transit times are approximately 5-9 business days for door to door delivery. National holidays, bad weather conditions, and other factors may affect delivery time. Please contact our WeChat: ANLsales

  1. Where do I go to ship my items?  How can I ship with no ANL stores near me?

Dear customer, there are 50 ANL partnership stores and agent stores in North America, please ask our customer service on Wechat. View shipping guide (http://www.anlexpress.com/shipping-guide/). You can choose to ship online or offline.  No matter which state you are located in (excluding Hawaii, Alaska and Puerto Rico), just create your shipment online, drop off at any UPS store. Your parcel will be delivered first to ANL warehouse and then to its final destination.

  1. How much do you charge for a parcel of mixed category of items?

Dear customer, milk powder and luxury goods can only be shipped separately on their own. Except these 2 categories, we still do not recommend to ship mixed category of items because of potential custom clearing issues. Please contact ANL customer service for special needs of shipping mixed items, WeChat: ANLsales

  1. Is there any requirement about filling in the airway bill?

Dear customer, all ANL airway bills must be filled in by Chinese. Please fill in the real full names of the recipient. Please do not use nicknames such as Mr. X and Ms. X.  We require a 11-digit working Chinese cell phone number. Parcels with wrong recipient information will risk being delayed or even being rejected by customs and being returned as a result.

You must declare the contents, quantity and value of your parcel correctly and truthfully. ANL will not be responsible for any duties or loss incurred due to false declaration. Shipping milk powder requires the recipient’s 18-digit ID number.

  1. Is there any restriction of shipping milk powder?

Dear customer, the milk powder line requires the following: the total weight of Stage 1 and Stage 2 cannot exceed 1600 grams, total weight of Stage 3 and above cannot exceed 3300 grams. Different stages of milk powder cannot be mixed in shipping. Senders must provide recipients’ real names and correct ID numbers.

  1. Can I ship iPhone, computer or other electronics?

Dear customer, ANL can ship iPhone, computer and other similar electronics. However, we charge differently from other items. Please contact our customer service at 212-947-3219 for detailed pricing or contact our WeChat: “ANLsales”

  1. Are there any restricted items for shipping?

Dear customer, ANL cannot ship any restricted items forbidden by Customs. Please see details: http://www.anlexpress.com/banned-shipping-products/

  1. Does shipping require paying duties?

Dear customer, parcels are delivered by EMS. If your package incurs duty, ANL will assist with duties. On the rare occasion that the recipient receives a duty notice text message from Customs, please contact our WeChat: “ANLsales”

  1. Does my parcel have insurance?

Dear customer, each parcel has free insurance (3 times the shipping fee, maximum compensation is $100). You can also purchase additional insurance with maximum coverage up to $2,000 usd.

  1. Does my parcel have a tracking number?  How do I track my package?

Dear customer, all parcels have tracking numbers. You can go to our website’s tracking page and type in the tracking number or you can contact our customer service by WeChat “ANLsales”

  1. How do you deal with lost parcels? How do I get compensated?

Dear customer, in 2016, the percentage of lost parcels at ANL was 0.012%. It is extremely rare for ANL to have lost parcels. If you lose your parcel, please contact our customer service right away on WeChat:  “ANLsales”

  1. I received my parcel and it is damaged. How do I get compensated?

Dear customer, please contact Wechat support:  ANLsales

*** Email dave@anlexpress.com if the matter is not resolved within 3 weeks.

  1. I want to ship within the U.S.A, Do you offer such service?

Dear customer, ANL currently provide national shipping in our stores using Fedex and UPS. Please contact our customer service on WeChat:  “ANLsales”, or go to store for details.

  1. Can I ship large suitcases or oversized items?

Dear customer, ANL offers luggage and oversized item shipping. Please contact our customer service on our WeChat: “ANLsales”, or go to store for details.

18. I am not happy with the customer service. How do I file a complaint?

Dear customer, ANL is always working on improving our service quality. If you have any complaints or suggestions, please email dave@anlexpress.com

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