FAQ

First, log in to your GNS account, go to “Transfer “, keep this page,
Then open Taobao and log in to your account, then move the mouse to your account name
1. Click “”賬號管理””
2. Press “”收貨地址””
3. Copy the information in “Transfer” in the GNS account into the grid according to Taobao requirements,
Finally check “”設置為默認收貨地址””
Finally press “”保存”””
***In order to maintain a balance in the use of domestic transit stations, customers should press the transit station address displayed in the login account as the default delivery address, please do not change it yourself.

If it is a relatively light and bulky cargo, it will charges by volume.
The specific volume calculation method is volume weight = length X width X height/6000 (unit cm)
That is to say, the express company charges the larger of the actual weight and the volume weight. Before purchasing the goods, please consult the seller about the package size, and check with the customer service about the restrictions before purchasing. So as not to cause unnecessary misunderstandings.

Monday to Friday/Sunday 20:00:00 p.m. order cut-off.
No consolidation on Saturdays and the day before public holidays.
**The cut-off time for large shopping festivals (such as Double Eleven/Double Twelve) and domestic statutory holidays is subject to the actual situation at that time, please refer to the announcement at that time.

1-2 working days for self-pickup point
Delivery 1-3 working days
**Except for customs inspections and some remote areas
**Except for non-delivery on the eve of the holiday
**The arrival time of large shopping festivals (such as Double 11/Double 12) and domestic statutory holidays is subject to the actual situation at that time, please refer to the announcement at that time.
**Group N Ship Limited will not be responsible for any delays/losses/damages caused by customs inspections/large shopping festivals (such as Double 11/Double 12)/domestic statutory holidays/or some force majeure situations Compensation/Liability.

**Domestic and Hong Kong Customs will update the list of prohibited items from time to time. We may not be able to publish the latest information in time. If customers have any questions about the purchased items, please check with the customer service.
1. All powders, liquids and optical discs;
2. High-value or large amounts of electronic supplies;
3. Drugs or drug-related equipment;
4. Control props, electric shock sticks, simulation toy guns, etc.;
5. Animals and plants, seeds, animal skins and their products, medicinal materials, specimens, etc.;
6. Articles that infringe trademarks, copyrights, intellectual property rights, regency propaganda, or obstruct the weathering;
7. Inflammable, perishable or toxic, explosive, lethal, corrosive and radioactive dangerous goods;
8. Fragile items (if the items sent by guests are fragile, once damaged, the company will not make compensation);
9. Currency, value-added tax invoices, other tax receipts, correspondence or securities, gold and silver treasures, antiques, calligraphy and painting, precious metals;
10. Goods with foreign trade orders, international brands or non-genuine/imitation brand goods. (For non-genuine or imitation goods sent by customers, the company will not make compensation regardless of whether the goods are sent or not);
11. Subject to import control by Hong Kong Customs and prohibited items by foreign customs, such as: food (fresh and live, frozen, refrigerated, preserved), medicines, cigarettes, e-cigarettes, e-cigarettes, etc.
12. Goods that do not comply with the “Hong Kong Law”, “Product Quality Law of the People’s Republic of China”, “Consumer Rights Protection Law of the People’s Republic of China” and other administrative regulations, departmental rules and national mandatory standards;

If the goods have not been consolidated for export, customers can contact our customer service to arrange return, and each item will be charged HKD12 as an administrative fee. However, the customer shall bear the shipping cost returned to the seller. As for the goods that have completed the consolidation process and paid, they cannot be cancelled or refunded.(For example, there are 10 pieces in the same waybill number, that is, HKD12x10 pieces = HKD120.0)

Attention to the storage arrangement of GNS transfer station: Customers must log in to www.groupnship.com to claim and ship the goods within 90 days from the day when the goods are sent to the transfer station; otherwise, the 91st From the beginning of the day to 100 days, HK$10 per item per day will be charged as a storage fee; on the 101st day, it will be regarded as a discarded item. We will clear the storage records and handle by itself without any notice or compensation.
Self-pickup points/pickup centers have individual free storage periods. If the time expires, they may be returned to the logistics center (Yuen Long-kung um Road). Each order will be charged a HKD50 transfer fee and a HKD20 storage fee per working day. Or discard the item.

. Hong Kong/Domestic Customs does not specify the time required for detention of goods;
. Group N Ship Limited will not be responsible for any compensation/liability for delays/losses/damages caused during the customs detention of the goods.

A. Although the shipment has been signed, it has not yet undergone warehousing procedures (ie: weighing and measuring dimensions). The warehousing time generally takes 4-8 hours (in case of large shopping festivals*Double 11/Double 12 and domestic legal holidays , Shipment warehousing time will be extended, please pay attention to the announcement on the website for details)
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B. Customer can pay attention to the time of receipt in the shopping website. Since the receipt procedure of the express company does not need to be confirmed by us, there will be some “false receipts”. The receipt time of domestic transit stations is only 09:00-18: 00, under normal circumstances, the receipt after 18:00 is usually a fake receipt, and the express delivery will only be returned at noon the next day.
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C. Customers can pay attention to whether there is an “unclaimed” shipment in the account, and the number of the shipment is the same as the first and last numbers of the shipment waiting to enter the warehouse. If there is, the seller may give you the wrong waybill number or claim it. It is caused by incorrect input during shipment (note that there should be no spaces in the courier number)
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D. Some courier companies will issue another waybill number on their own without notifying the seller and the customer, and the customer needs to confirm it by themselves.
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E. The courier note may be damaged, and there may be deviations in the entry of the code scanner.
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F. The order number given to you by the seller is not sent to our warehouse or the seller fills in the wrong address.

All information of the consolidated cargo during the period from the domestic transfer station to Hong Kong can be viewed on the webpage of GNS system; When the goods arrive at the pick-up point designated by the customer, the system will automatically send a pick-up notification via the push notification of the GNS mobile application (APP) and via email registered by the customer. ***(Start from 11/10/2021, SMS will no longer be used as delivery notification, and will always be sent by push notification or email. *Except for Cai Niao Station and other individual pick-up points
**If there is a delay or failure to receive the delivery message due to mobile phone settings/network provider settings, the customer shall be responsible for the storage costs incurred due to overdue shipments.
**If the customer still cannot receive the delivery notice within two working days after the completion of the consolidation, please contact the customer service.
**Cai Niao station and other individual pick-up points (please refer to the detailed information of the pick-up points) will send delivery notifications to customers by SMS. If customers choose Cai Niao station and other individual pick-up points, customers will not receive any notice of delivery by GNS (Except special notices via SMS).

Because the SMS sent by the service provider will be blocked by some telecommunications providers, and a small number of them are mobile phone problems cannot receive the SMS. This is unavoidable by our company. Therefore, we strongly recommend that customers haven’t received the SMS notification within two working days, the customer should check the email (or spam) 12 hours after the consolidation, or log in to the account, click the order number on the shipment information page to check the logistics status of the shipment .
If the SMS is delayed/not received, the customer shall be responsible for the storage costs incurred when the shipment is overdue.
**The arrival time of large shopping festivals (such as Double Eleven/Double Twelve) and domestic statutory holidays is subject to the actual situation at the time, please refer to the announcement at that time.
***(Start from 11/10/2021, SMS will no longer be used as notification, and will always be sent by push notification and email. *Except for Cai Niao Station and other individual pick-up points).

Because it takes time to process and distribute the shipment after it arrives at the port, it sometimes takes noon to depart to the pick-up point. However, the pick-up point in some areas will not sign for the shipment that arrives on the same day due to business hours or inventory space. It cannot be delivered. The pick-up point will generally be arranged the next working day or no more than 3 working days.
**The arrival time of large shopping festivals (such as Double Eleven/Double Twelve) and domestic statutory holidays is subject to the actual situation at the time, please refer to the announcement at that time.

For all goods, we will compare the actual weight with the volume weight, and calculate the shipping cost based on the heavier of the two.
Note: Volume weight is a calculation method that reflects the density of the package.
Volume weight (kg) = length (L) (cm) X width (W) (cm) X height (H) (cm) / 6000
Except in the following cases:
The actual weight of the goods is packed in plastic bags below 2kg, and the actual weight is charged.

When the customer submits the consolidation on the website, the system will automatically calculate the freight, and the customer can use the following methods to pay
Octopus: Billed in Hong Kong dollars (no service charge required, system will automatically review)
UnionPay: Billed in Hong Kong dollars (no service fee required, system will automatically review)
Alipay HK: Billed in Hong Kong dollars (no service fee required, system automatically audited)
PAYPAL: Billed in Hong Kong dollars (3% service fee and HKD2.5 fixed administrative fee*minimum HKD3.0, automatically checked by the system)
Cash on delivery: billed in Hong Kong dollars (only applicable to some self-pickup points, not applicable to delivery services)
Bank transfer: calculated in Hong Kong dollars (HSBC, manual review)
Domestic Alipay: Billed in Hong Kong dollars (no service fee required, system automatically audited, RMB exchange rate provided by Alipay)
VISA/MASTER (3.1% service charge, automatic review by the system)
*For details, please refer to Terms and Conditions*

A. Why can’t choose “COD”
Answer: Because not all pick-up points provide collect service, please confirm in advance before deciding to consolidate.
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B. Why does an “error” appear when making a payment or unable to jump to the payment interface (reference picture)
Answer: If the payment method you choose is “Octopus”, “UnionPay”, “Alipay”, “Visa/Master” or “Alipay HK”, due to the supplier’s security procedures, each consolidation order can only be submitted once, if You originally chose one of the above, but in the end you want to change to another payment method, you must go to “Pay Now” to cancel the consolidation order, then reconsolidate, and obtain a new consolidation order before you can proceed with the above payment method.
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C. What is the difference between “Alipay HK” and “Alipay”?
Answer: “Alipay HK” is a payment tool settled in Hong Kong dollars, which will not change due to the exchange rate of RMB, and it does not include handling fees. “Alipay” is a payment tool settled in Hong Kong dollars. The RMB exchange rate is provided by Alipay, and is only suitable for real-name verified “Domestic Alipay” accounts.
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D. Why I have paid online and submitted the information immediately, but the payment still shows that it is being approved?
Answer: Because payment is made by online transfer or ATM transfer, the submitted information needs to be manually reviewed, so it usually takes a long time (office time: 1-3 hours; non-office time: 2-5 hours).

Answer 1: If the payment method is “Octopus”, “UnionPay”, “Alipay HK” “AlipayCN”,”Visa/Master” or “PAYPAL”, because the order is automatically generated by a system, even if the staff does not process your order after successful payment, the order cannot be cancelled, such as Customers still choose to cancel by themselves, and the consolidated goods may be delayed in arrival time.
Answer 2: If the payment method is “COD”or “Bank Transfer”, the customer can cancel the order before the staff processes the order (ie. the trash icon button is still there), if the staff has already started processing (ie the trash icon is not available) Cancellation is not possible, and the customer must notify the customer service staff during office hours on the same day.

1. Registering as a G member will give you 200 Goins, which can be used to deduct shipping costs. You must provide a valid Hong Kong mobile phone number when registering to receive this offer.
2. Using the consolidation service, you can get the equivalent of Goins, HKD1, and 1Goins for every consumption, like analogy…
3. For each consolidation, when the shipment leaves the domestic transfer station, Goins will be sent out.
4. Consolidation within the birthday month, you can get double Goins each time.
**You must set your birth date in the account information (no modification after confirmation) in order to get 2 times G coins within the birthday month;
**Consolidation and payment must be completed within the birthday month to obtain 2 times G coins.

From January 1, 2020, all Goins will be extended to December 31, 2029.
**For details, please refer to https://www.groupnship.com.hk/goinrewards/ or log in to “My Goins” to view