Terms of Service

01Our services and these terms

These terms apply to your use of parcelhk.com and Parcel HK parcel forwarding, consolidation and shipping services. Read them before arranging a shipment. If you act on behalf of a sender or recipient, ensure you have their authority to provide information and arrange the service.

Parcel HK helps users arrange shipments with logistics companies and third-party carriers. The requirements of the selected service, carrier and destination also apply. Please contact us before shipping if you have any questions.

02Accurate declarations and recipient details

Provide complete and accurate item descriptions, quantities, declared values, tracking numbers and supporting documents. Obtain the recipient's permission before providing their personal information. Check their name, telephone number, full address, postal code and any customs identification before dispatch.

Incorrect or incomplete information can cause delays, failed delivery, return charges or customs action. Changes after dispatch may not be possible; contact us promptly if you discover an error.

03Prohibited and restricted items

Do not send items prohibited by the laws of the origin, transit or destination country, or by the carrier or airline. Examples include illegal goods, live animals and plants, pressurised aerosols, flammable goods, large batteries or power banks, gun-shaped toys and controlled radio equipment. Food containing pork may be prohibited on relevant routes.

Medicines, medical supplies, liquids, valuable items, items containing batteries, powders, gels, creams and meat products require enquiry and approval before shipping. This list is not exhaustive; acceptance depends on the item and route. Do not assume an item is accepted merely because it can be declared on the website.

04Packaging and inspection

Senders must use packaging, labels and documents suitable for safe transport and applicable dangerous-goods or customs requirements. Prior approval does not remove this responsibility. Declare fragile or special-handling items before shipping and confirm any inspection or repacking arrangements.

Parcel HK, carriers and government authorities may inspect a shipment. Unsafe, improperly documented or prohibited parcels may be refused or handled as required by the carrier or authorities; resulting costs may be payable by the sender.

05Shipping fees and payment

Shipping charges depend on the selected route, service, measured chargeable weight and applicable handling, tax or protection charges. Refer to the current rate information and your shipment's payment request rather than tariffs quoted on other websites.

After warehouse measurement, a payment request may be sent to the account holder or designated payer. Follow the payment instructions and upload a successful transfer receipt where requested. Payment is subject to verification. Raise any measurement or charge query promptly before paying.

06Customs and taxes

Senders and recipients must comply with import and export requirements, supply accurate invoices and identification, and respond to customs requests. Whether taxes or clearance are included depends on the selected route. A customs-assistance service does not remove the need for recipient verification or additional documents.

Monitor tracking and act on customs or delivery notices promptly, including EZ WAY declaration confirmation where applicable. Delays, returns or storage caused by missing information may incur additional carrier charges.

07Routes and estimated delivery

Delivery times are estimates calculated from dispatch, not guaranteed arrival dates. Customs inspections, weather, transport disruption and other circumstances outside our control can affect delivery. Routes, carriers or transit arrangements may change to facilitate transport.

Depending on the carrier's service, delivery may be made to a reception area, management office or collection point. Some services have limited delivery attempts. The recipient should follow collection instructions and contact us promptly about failed delivery.

08Declared-value protection

Declared values of HK$1,000 or less receive basic protection, subject to the applicable conditions and investigation of a loss or damage. For higher declared values, optional extra protection is available at the fee shown when you declare the parcel and is added to the shipping fee.

This is a declared-value protection service, not an insurance policy or a guarantee against every risk. Compensation depends on the declared value, evidence, carrier investigation and applicable exclusions. Illegal or unsafe items, false declarations, inadequate packaging, excluded fragile or perishable items and indirect losses may not be covered. Confirm suitability with us before sending valuable or fragile items.

09Loss, damage and claims

Contact us promptly if a parcel is lost, damaged or missing contents. Keep the outer packaging, contents, photographs, purchase records and delivery evidence so the carrier can investigate. A delivered tracking event or a recipient's report alone does not determine responsibility or compensation.

Claim conditions and exclusions apply. Losses caused by inaccurate information, unsuitable packaging, prohibited items or circumstances outside the service provider's control may not qualify. Please request the applicable claim procedure before shipping if protection is important to your shipment.

10Storage, returns and failed delivery

Check the storage allowance and applicable charges shown for your service. Contact us before you need an extended storage period. Returns, redelivery, address changes or disposal may be subject to carrier restrictions and additional charges; a parcel cannot always be recalled once dispatched.

If a recipient refuses delivery or cannot complete clearance, contact us immediately to discuss available options. Return arrangements and costs depend on the route and carrier.

11Updates and enquiries

These terms may be updated on this page. Review the version available before arranging a new shipment. For questions about a service, charge or claim, contact Parcel HK through the Contact page before proceeding.