Notice on Individual Customers Sending Personal Shipments
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Dear customers,
Thank you for your continued trust and support to SF Express.
Due to recent surge of pickup bookings, slow response happened on our Online Order System, late reply from our Customer Service, and delayed pickups. We apologize for any inconvenience all this may cause.
To handle each need from every customer in a timely and effective manner, we call for individual customers' close attention to the following matters, which starts from 5 February, 2020.
1. Individual customers sending personal shipments to the Chinese Mainland
Before sending personal shipments from Japan to the Chinese Mainland, individual customers are suggested to check the related information about goods to be imported to China. Please refer to the Important Notes on Customs Clearance in Chinese Mainland for more.
2. How individual customers ship with SF?
a) Online booking
> Individual customers can make pickup bookings on our Online Order System. Register with an email address then bookings can be made. Please be noted that ALL information should be filled in English for customs clearance; ALL information should be real, complete and accurate, which includes description of goods, brand, specifications, quantity, value, consignee/receiver’s information etc.
> After bookings are submitted, SF staff will check every booking in order. Pickup arrangement will be made directly if information provided meets standards; our staff will contact customers if information provided does not meet standards. Giving that the bookings on our Online Order System surged recently, pickup arrangement and reply from our staff may delay. We apologize for the inconvenience and appreciate your kind understanding.
> For individual customers who expect pickup arrangement on the day in non-SF operation areas, please make sure you submit online booking successfully before 11 am. Bookings submitted after 11 am will be handled on the next working day.
b) Drop off at SF Authorized Service Counter
Due to huge volume to be handled recently, our service stations in Tokyo and Osaka currently do not accept drop-off shipments from individual customers. For personal shipments to be sent to the Chinese Mainland, Hong Kong and Macau, please prepare your shipments (well-packed but not sealed) with necessary documents (invoice filled in English, shopping receipts etc.), then visit our Authorized Service Counter and send your shipments there. Kindly also be noted that receiver pay for your shipment is currently not available at authorized service counters. Information of our Authorized Service Counter in Japan can be reached by scanning the below QR code.
We appreciate your kind support and understanding.
For more enquiries, please contact our Customer Service Hotline at 0120-683-683 or 03-5781-1513.
