FAQs
Please see the frequently asked questions below:
1. How can I place an order?
If you would like to use our services for shipping consolidated shipments from Germany to Chinese Mainland and Hong Kong. Please contact us via this email address sales_eu@sf-express.com, and we will get back to you shortly.
2. How can I check the status/location of my shipment?
You can check it on our website http://www.sf-express.com/de/en/. Type in the tracking number under "Track and Trace", click "Search", and you will have the information of your shipment.
3. How can I check the transit time of the shipments?
On our website http://www.sf-express.com/de/en/ under "Transit Time", you can check the transit time there.
4. My shipment is 2kg in weight only. Why am I charged for 5kg?
There is an actual weight and a volumetric weight for each shipment. If the volumetric weight is higher than the actual weight, the freight charge will be calculated based on the volumetric weight. According to the International Air Transport Association (IATA), for shipments delivered by air, the volumetric weight is calculated by the formula: length×width×height (cm) ÷ 5,000 (cm³/kg). SF Express provides a discounted rate to the customers by applying the volumetric weight factor of 6,000 (cm³/kg), which means that you will make a saving of over 16% on volumtric weight!
5. How does SF Express handle the shipment if it fails to be delivered because the consignee is out-of-reach?
We will make re-delivery attempt or the consignee can follow the instruction of 'Delivery Absence Notice' to arrange free re-delivery. If delivery attempt fails again or the consignee cannot be contacted, we will contact the shipper for more information.
6. Why does the courier unpack the shipments to check every time?
SF Express unpacks in order to check the content and quantity of the shipments, which is a responsible act not only to the customers, but also to the safety and timely arrival of the shipments. This is due to the fact that certain contents of the shipments might do harm to other shipments during transportation, or transportation of some of the materials is restricted by the government (e.g. explosive or inflammable goods). Under air transport regulations, customs authorities and airport security force will check on all air shipments. If restricted or prohibited items are found, customs authorities will detain or even destroy the shipments. Our act of checking aims to protect customers' interest from avoidable troubles or loss.
