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Frequently asked questions

I. Scope of 139 Express Services

A. Which countries can 139 Express deliver to?

Kazakhstan, Uzbekistan, Kyrgyzstan, Turkmenistan, Tajikistan, Azerbaijan, Georgia, Armenia

B. What transportation methods does 139 Express have?

Currently, 139 Express has two transportation methods: air express and economical land transport.

Air express is available for Russia, Uzbekistan, Kazakhstan, Kyrgyzstan, Ukraine, Azerbaijan, and Georgia.

Economical land transport is available for Russia, Kazakhstan, Kyrgyzstan, Uzbekistan, Belarus, and Armenia.

C. Do these delivery methods include door-to-door service?

Unlike China Post and regular logistics, the advantage of 139 Express lies in its air express and economical land transport

services, both of which support door-to-door delivery (except in remote areas of the recipient's address).

II. Instructions for Shipping Goods

A. How to ship with 139 Express?

For general customers: You need to register on the 139 Express website, fill in the package information according to the

instructions, print the tracking number barcode and attach it to the package, or write the tracking number on the

package, then send the package to our warehouse.

For Pinduoduo customers: You will need an IP address from one of the countries where we operate. When placing your

orders, you can choose 139 Express.

For Temu customers: All you need to do is place an order.

B. Do I need to provide my name and phone number for registration, and is my information secure?

According to the latest cybersecurity regulations of 2015, all websites with registration functionality must collect

accurate user information. Therefore, please provide correct information when registering. Be sure to fill in a valid

contact phone number and email address so that we can contact you if necessary. 139 Express promises not to

disclose your personal information to third parties, ensuring the security of all users' information.

C. Why do I need to fill in the recipient's passport number?

Filling in the recipient's passport number when shipping products overseas is often required for customs clearance

purposes. Customs authorities in many countries require this information to verify the identity of the recipient,

assess duties and taxes, and ensure compliance with import regulations. It helps in monitoring and controlling

the flow of goods across borders, preventing illegal activities, and ensuring that the importation of goods complies

with local laws and regulations. For example, some countries have limits on the value or quantity of goods a person

can receive duty-free, and the passport number helps track these limits to enforce tax and duty requirements.

D. Do I need to enter the product name in Chinese and English? What if I don’t speak foreign languages?

Don't worry, our database has a translation feature. You just need to enter your language, and the system will

automatically match several corresponding translation results. You just need to click on one of them.

E. How much should I write for the unit price? Should it be the cost price or the selling price?

Please note that the price you enter for the goods directly determines the declared value of the package, which

is very important. We will use this price for customs declaration and clearance; furthermore, if the package is

partially or completely lost, the compensation amount will be based on the declared value of the package.

Therefore, it is crucial to fill in the actual product name and corresponding amount (in US dollars) as this

affects whether your package can be cleared through customs smoothly.

F. Are brand, size, and product link mandatory to fill in?

Brand: Customs restricts the import and export of certain goods to protect brand intellectual property rights,

so you need to fill in the brand name for customs inspection. It's not mandatory, and if there is no brand,

you don't need to fill it in.

Size: The size of the corresponding product, not a mandatory field.

Product link: This is a required field, mainly used for providing price verification during customs inspection.

The price you fill in should match the price on the link. If there is no link, you can write "none".

G. What are the weight, volume restrictions, and prohibited items for air parcels?
Billing weight: Between the parcel's volumetric weight and actual weight, the higher value is used for billing.

Volumetric weight formula: Length * Width * Height (cm) / 8000.

The first 100 grams and each additional 100 grams are the billing increments. Parcels weighing less than 100

grams will be charged as 100 grams.

Note: No time efficiency guarantee is provided during the pandemic.
Prohibited items: Please refer to the "Prohibited Items Guidance Catalogue."

For special items containing liquids/powders, electronic products like mobile phones and tablets, or parcels with

oversized dimensions, where it is unclear whether they can be shipped, please consult online customer service.

H. What are the weight, volume, and shipping restrictions for land parcels?
Volumetric weight calculation formula: Length * Width * Height (cm) / 6000.

The first 100 grams and each additional 100 grams are the billing increments. Parcels weighing less than 100

grams will be charged as 100 grams.

Prohibited items: Please refer to the "Prohibited Items Guidance Catalogue."

Food, medicine, items containing liquids/powders, counterfeit and infringing products cannot be shipped. Items

with batteries and magnetic goods are generally not allowed for air transport due to flight safety concerns.

If you have other special items or parcels that are too large and it's unclear whether they can be shipped,

please consult online customer service.

III. Parcel Storage and Freight Payment

A. What is the storage process and what should I pay attention to?

1) When your package arrives at the 139 warehouse via domestic courier, our operators will check it in using the

barcode or handwritten tracking number labeled with “139 International Waybill Number” on the external packaging.

If there is no tracking number, the package will be marked as a problem item for further processing, which may

cause a delay in shipment.

2) After the package is checked into the warehouse, operators will inspect the goods inside the package to ensure

they are not damaged and match the product information entered in your order. If significant damage is found,

we will notify you to prevent further loss when the package is sent abroad, but we do not guarantee the detection

of all damages. If any underreporting or false reporting is discovered, we will refuse to carry the shipment, and

in severe cases, report it to the public security department for handling.

3) If the external packaging does not meet shipping standards or needs to be repackaged by us, we will contact

you to charge an additional packaging fee.

4) If you need to change the tracking number, combine multiple packages, or have other special requests,

please contact our online customer service promptly before dispatching the package and send an email to

139 Express at 139express@139group.com.cn.

B. My weight measurement differs from yours; which one will be charged? What is volumetric weight?

In some cases, due to differences in measuring tools, there may be slight discrepancies between the

weight and dimensions of the package and your own measurements. The weight and dimensions of the

package will be based on the actual weighing and measuring of the goods received at the 139 warehouses,

and the freight charges will be calculated accordingly.

We will charge based on the heavier of the volumetric weight and the actual weight. If the cargo is large in

volume but light in weight (commonly referred to as "bulky goods"), it may incur volumetric

weight (also known as "bulk weight").

C. How is international freight paid? Is payment upon delivery possible?

General cases:

1) 139 Express adopts a payment-before-shipment method for collecting international freight charges and does

not support payment on delivery by the recipient abroad.

2) For packages that have prepaid freight before weighing at the 139 warehouse, a principle of refunding the

excess and supplementing the shortage is applied.

3) After calculating the freight charges, 139 warehouse will send a payment reminder SMS to your registered

mobile phone. Please make the payment promptly upon receiving the SMS.

4) Before the goods are shipped, our customer service will remind customers who have not paid the freight via

phone or email. 139 will not be responsible for delays in shipment caused by the customer's delay in payment.

For Pinduoduo users:

1) Once the 139 warehouse receives the order, we will inspect your package, repack, and weigh it.

2) After calculating the freight charges, the 139 warehouse will send a payment reminder SMS to your registered

mobile phone. Please make the payment promptly upon receiving the SMS.

3) When the goods arrive at the pickup point or your specified delivery address, you can collect your package by

presenting the payment receipt.

IV. Tracking and Delivery of Goods

A. How will it be handled if the goods fail the security check or are detained by customs?

Goods that fail the security inspection usually do so for reasons such as: the declared product name and value

do not match the actual goods in the package, or there is an excessive quantity of a single type of product,

suggesting commercial use (customs require that express parcels for clearance should be for reasonable

personal use and not for buying and selling); the package contains unidentified powders, narcotics, firearms

and ammunition, military supplies, flammable and explosive items, or other items prohibited by local laws;

for air shipments, in addition to the aforementioned prohibited items, goods containing batteries, magnets,

or liquids will also be detained.

1) If the product name and value are not declared as required, resulting in customs fines or tax demands,

the sender must provide proof, and the incurred costs will be borne by the sender.

2) If the shipped goods are returned due to non-compliance with transportation requirements, we will contact

the sender to arrange the return of the package, and the cost will be borne by the sender.

3) For severe violations of relevant national laws, the goods will be detained and destroyed by customs, with

the loss borne by the sender. In serious cases, legal responsibilities will be pursued against the relevant individuals.

V. Overseas deliveries and problematic items
A. Is insurance mandatory? What is the rate?

It is up to you to decide whether to take insurance. It is recommended to choose insurance when the package

contains valuable items. The insurance rate is 2%, with the insurance cost being the declared value of the goods

* 2%. In the event of a claim, compensation will be based on the declared value and the exchange rate at that time.

B. What is the difference in compensation between insured and uninsured shipments?

In cases of lost or partially lost packages, we will refund the international freight for the lost part. If the customer

has taken insurance, in addition to refunding the international freight, we will also compensate for the lost portion

of the goods' value. Without insurance, if the value of the lost goods is less than the corresponding freight,

the value of the goods will be compensated; if the value of the lost goods is higher than the corresponding freight,

the freight will be compensated. Compensation only includes freight charges and does not cover other fees,

including value-added service fees. Note: If the items in the package are damaged, compensation is not provided,

whether insured or not. Therefore, we especially remind you to ensure proper packaging protection when sending

fragile items.

C. What are the conditions and methods for claiming?

Any claims must be submitted in writing to 139 within 5 working days after signing the “Goods Receipt.”

Beyond this period, 139 will not assume any responsibility. The claim email must include the goods receipt and

photos of the damaged package as evidence.

If the recipient refuses the package due to personal preferences regarding the goods, leading to a complaint,

139 will not bear any compensation responsibility.

For damage to goods within the package, the customer must provide a damage certificate issued by the delivery

personnel. If it is deemed 139’s responsibility, compensation will cover the international freight.

D. What are the disclaimer clauses?

139 is not responsible for losses caused by reasons beyond its control. These reasons include, but are not

limited to: inherent defects of the shipment (whether or not 139 is aware of them); actions or inactions of

individuals not employed by or under contract with 139, such as the sender, recipient, third parties, customs,

or other government agencies; force majeure, including severe weather or natural disasters like earthquakes,

tsunamis, fog, war, plane crashes, riots, demonstrations, labor disputes, etc.