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Terms and Conditions

GENERAL INFORMATION
1.Customer should pay attention to the specific posting requirements of the service of destinations, e.g. estimated delivery time, customs declaration form, prohibited/restricted items, and weight / size limit, etc.
2.Each set of a shipping label for e-Express Service consists of a customs declaration form (CN22), postal code, sender's information and an addressee's information.
3.To minimise the possibility of delay in delivery, detention or seizure by customs in the destination country/region ("Destination Customs Authorities") or in return due to non-delivery, senders must provide detailed and truthful description (i.e. particulars, value, quantity and weight or volume, etc.) of the contents of the postal item on the shipping label. A false or misleading declaration may lead to a fine and/or confiscation of the postal item by the Destination Customs Authorities.
4.No postal items in a consignment should bear a return address outside of Hong Kong or enclose any mail sent on behalf of other senders. If return address is not available on a postal item, it may lead to mistaken delivery, non-delivery, or destruction of the postal item due to the inability to return to sender.
5.Each postal item must be affixed with a set of shipping label generated through the EC-Ship Online Portal.
6.The format and size of the shipping label are jointly determined by the destinations' postal administrations and HKP in order to facilitate mail processing. Senders should print the shipping label using the default size option of the Online Portal. Any adjustment made to the size of shipping label may lead to failure in barcode scanning and subsequently mail delivery. HKP shall assume no responsibility for any consequential losses.
7.It is recommended that the shipping label be printed with a laser printer to facilitate barcode scanning by HKP's computer system. If the barcode on the shipping label fails to be read by the computer system upon item acceptance, the postal item may not be processed further.
PROHIBITED AND RESTRICTED POSTAL ITEMS
8.Please refer to the "Post Office Guide" for details of prohibited and restricted items for respective destinations. It is the sender's responsibility to enquire into the import and export regulations (e.g. prohibitions, restrictions including quarantine, pharmaceutical restrictions, etc.) and the documents required (e.g. commercial invoice, certificate of origin, health certificate, license, authorisation for goods subject to quarantine [plant, animal, food products, etc.]) in the destinations. If Hongkong Post finds that the mail items belong to prohibited items, the mail items will be returned to the sender and the paid postage fee will not be refunded. Under this situation, the sender must bear the responsibility for the losses incurred by non-compliance with relevant posting requirements.
POSTING METHOD AND PAYMENT
9.1 Sender has to declare the weight of a postal item through his Account. The amount of postage is calculated by the Online Portal based on the weight declared by Sender and the destination of the postal item ("Estimated Postage").
9.2 Before posting, Sender is required to segregate mail items by referring to shipping labels imprinted with an indicator (which is an Office of exchange name, i.e. New York (JFK) and others (including Los Angeles (LAX), Chicago (ORD) and Miami (MIA). Any unsegregated mail items or items with old shipping labels (i.e. without the indicator) will not be accepted for posting.
9.3S Sender may pay for the Estimated Postage online using a credit card. As the shipping label generated will be valid for 90 days, sender should ensure that his/her credit card is valid for at least 90 days before posting the item at counter. Alternatively, he may make a payment by cash, EPS, Octopus, stamp, postage label, credit card, Faster Payment System (FPS) or e-wallet (Alipay, WeChat Pay, BOC Pay /Union Pay QR) or via Permit Mailing Deposit Account (prior application to the Financial Services Division of Hongkong Post is required) at a designated post office, where his mail item will be weighed by HKP's counter staff to ascertain the actual postage payable.
9.4 The information such as the declared weight of the postal item shown on the shipping label will be verified by HKP's counter staff when the postal item is brought to the post office for posting. The sender shall arrange for weighing of the postal item by HKP's counter staff. The weight of the postal item shown on the electronic scale of HKP shall prevail.
9.5The actual postage payable will be final subject to the weight of a postal item shown on the electronic scale of HKP, destination of the postal item and the prevailing postage. The total amount of postage to be paid will be rounded off to the nearest ten cents according to the verification made at the post office. The following arrangements shall apply if Sender pays for the Estimated Postage online using a credit card. The Sender may click this link for detailed guideline for using credit card:
8.5.1 In case the weight of the postal item shown on the electronic scale of HKP is the same as the weight shown on the shipping label, the actual postage payable will be the same as the Estimated Postage. Sender does not have to make any top-up payment at the counter in the post office.
8.5.2 In case the weight of the postal item shown on the electronic scale of HKP is heavier than the weight shown on the shipping label, Sender has to make a top-up payment for the shortfall in the postage at the counter in the post office by cash, EPS, Octopus, stamp, postage label, credit card, Faster Payment System (FPS) or e-wallet (Alipay, WeChat Pay, BOC Pay /Union Pay QR) or via Permit Mailing Deposit Account (prior application to the Financial Services Division of Hongkong Post is required).
8.5.3 In case the weight of the postal item shown on the electronic scale of HKP is lighter than the weight shown on the shipping label, the actual postage payable is less than the Estimated Postage at EC ship. Only the actual postage will be charged to sender's credit card associated with the said postal item.
9.6 For payment by cash, EPS or Octopus, the overpaid postage will only be refunded in cash to the Sender when there was item paid / topped up at counter within the same transaction day. Also, the refund amount should be limited to the amount paid at post office. If the refund is made after the transaction day, HKP will issue the cheque with the refund amount to the Sender.

For payment by permit mailing deposit account, the overpaid postage will be refunded to the Sender via relevant permit mailing deposit account.
9.7 If the postal item is not posted at our Post Office counter within the 90-day validity period (from the first date the label is created and saved), the shipping label will expire and be deleted. The estimated postage will not charge to sender's credit card account. If required, the sender can re-create the transaction.
9.8 HKP shall not be liable to you for or in respect of any loss or damage (including indirect and consequential loss and damage) suffered by you by reason of or in connection with any:
(a)failure, delay, interruption, suspension or restriction of the transmission of any information or message from any system or process used, maintained or provided by any relevant banks or payment gateways for processing credit, debit, smart card or other method of payment;
(b)error in or omission from any information or message transmitted by means of the said system or process;
(c)breakdown, malfunction or failure of the said system or process; and
(d)anything arising out of or in connection with the above.
LATEST TIME OF POSTING
10.All post offices (except mobile post offices) can accept mail prepared by EC-Ship posting (including e-Express mail). Please refer to Post Office Guide for the addresses of the post offices.
11.For posting of 20 or above nos. of e-Express Service items, the latest time of posting is 4 pm.
ESTIMATED DELIVERY TIME
12.The normal estimated delivery time for a postal item using e-Express Service ("e-Express Service item") is 7 to 14 working days *, subject to delay due to mail processing, flight availability, progress of customs clearance and aviation security check. The estimated delivery time is for reference only. There is no guarantee as to the estimated delivery time of e-Express Service items.
* Sundays and public holidays are excluded for the purpose of determining the date of posting or arrival in Hong Kong for all mail items and for performance measurement under the performance pledges.
DELAY DUE TO COMPUTER SYSTEM ERROR
13.In the event of error in HKP's computer system, mail processing procedures are subject to delay.
SIGNATURE ON COLLECTION
14.e-Express Service is not the same as Air Registered Mail. The addressee's signature is not required at the time of collection of a postal item.
PROOF OF DELIVERY
15.Proof of Delivery (POD) is not available for an e-Express Service item.
ENQUIRY OF POSTAL ITEM
16.e-Express Service only provides below four delivery status online, and there will be no mail tracking service of any other kind.
(1) Acceptance at counter; (2) Handed over to the carrier / Left for destination; (3) Arrival at overseas mail processing centre; and (4) Delivered.

Sender should trace his/ her items on the websites of HKP or of destination postal administrationswebsites within six months from the date of posting. HKP only accepts indemnity claims for total loss of an item.
LIABILITY FOR LOSS
17.HKP shall not be liable to any person for any loss of any postal item if the claim made by the sender is reasonably suspected by HKP to be fraudulent.
18.HKP shall not be held liable to any person for any loss of postal items. Nevertheless, at HKP's absolute discretion, compensation on an ex-gratia basis may be payable in respect of total loss of postal items in the following manner:
Due to airlines' substantial reduction in flight frequencies arising from the COVID-19 pandemic, overseas postal administrations also notify Hongkong Post that normal estimated delivery time cannot be guaranteed as severe delays are expected in processing inbound mail. As such, e-Express items posted on or after 9 March 2020 would not be considered as a total loss even if the delivery status* is not yet displayed on the websites within two months from the date of posting, taking into account the above special circumstances.
On the other hand, in view of the easing of the epidemic and the gradual restoration of air transportation and postal operations in various regions, to balance the interests of senders and simplify the compensation procedures, after review, e-Express items posted on or after 26 April 2021 without delivery status* displayed on the websites within two months from the date of posting will be considered a total loss.
* Delivery status refers to the status of successful delivery or attempted delivery of an e-Express item to be displayed on the websites of destination postal administrations or that of HKP (whichever shows the latest).
If HKP is satisfied that the claimant has sustained direct loss as a result of the loss of the item, an indemnity up to the following limits is payable to the claimant:
1.HK$1,000 (for any item weighing 500g or above); or
2.HK$500 (for any item weighing less than 500g).
The claimant should provide the receipt/invoice to substantiate the value of contents/the replacement cost of documents, which should tally with the information stated on the shipping label. No refund of postage shall be made to the claimant under any circumstances. Hongkong Post has the right to recover the full amount of the compensation and postage refund if the mail item is subsequently delivered to the addressee or returned to the sender.
You may choose for extra insurance coverage (except mail items destined for Mexico, South Africa, Russia and Ukraine) by paying a flat rate premium of HK$10 per item with a maximum coverage of HK$5,000.
The amount of indemnity shall be:
(i)the item value declared on the shipping label; or
(ii)the maximum amount of indemnity (i.e. (i) HK$1,000 (for any item weighing 500g or above); or (ii) HK$500 (for any item weighing less than 500g)); or
(iii)the value shown on the purchase invoice /receipt, and / or the transaction record of the articles lost (or in case of documents, the replacement cost);
whichever is the lowest among the three, but excluding any indirect loss or loss of profit. Under no circumstances will the postage be refunded to the claimant.
19.The amount of indemnity shall exclude any indirect loss or loss of profit. Under no circumstances will the postage be refunded to the claimant.
20. The sender may claim for indemnity from HKP for total loss of an item within two to four months after the date of posting. Late submission of claims will not be entertained under any circumstances. All claims should be submitted together with the following documents:
(a)Application Claim Form for e-Express Service Item (The sender can download the Application Claim Form from the EC-Ship online portal or prepare his/her own claim application form, provided that the information on and the format of the self-prepared application claim form are the same as the one downloaded from the online portal);
(b)Original or copy of Declaration of Non-receipt of e-Express Service Item (The sender can download the Declaration from the EC-Ship online portal or prepare his/her own declaration form, provided that the information on and the format of the self-prepared declaration form are the same as the one downloaded from the online portal);
(c)Original of the Certificate of Posting downloaded from the EC-Ship Online Portal. The details of the post office as well as the date and time of acceptance of the item are shown on the Certificate of Posting;
(d)A copy of the purchase invoice / receipt and / or the transaction record (e.g. Paypal, eBay, Bank record, etc). A stamped or signed invoice or an electronic invoice of the mail item with full description of the contents, quantity, value, merchant's name, merchant's address, merchant's telephone number, invoice number and invoice issuance date. The claimant should provide the relevant invoice/receipt to substantiate the value of the mail item, which should tally with the information stated on the shipping label. (if the above mentioned copy of the invoice or receipt is not available, please provide other supporting documents that can substantiate the value of the mail content);
(e)A copy of a valid Business Registration Certificate (for an item posted under the name of a company); and
(f)Enquiries can be made through the following channels to submit the form
  1. Login EC-Ship Online Portal and fill the Online Enquiry Form, or
  2. Email to the Mail Tracking Office at mto@hkpo.gov.hk, or
  3. Mail to Hongkong Post Mail Tracking Office
    12/F, Kennedy Town Community Complex
    12 Rock Hill Street
    Kennedy Town, Hong Kong ; or
  4. By Fax to: 2543 0469
21.It will take two months for HKP to handle the application upon receipt of the required documents mentioned in Clause 19, and four months to finalise the related indemnity (if applicable).
22.HKP has the right to reject any compensation claim if there is any discrepancy between the information on the Certificate of Posting submitted by the sender and HKP's records.
23.Certificate of Posting is available for download from the Online Portal within six months from the date of posting. HKP does not undertake to provide duplicates or to search records of posting in the case of loss of or damage to the Certificate of Posting caused by sender.
24.Although the claimant has submitted the completed claim application form and the necessary supporting documents listed in paragraph 19 above, HKP reserves the right to make decision on whether the compensation is payable to the claimant. As a result, submission of a claim application does not mean that the claim is approved.
25.Notwithstanding paragraph 18 above, no investigation will be conducted by HKP and no compensation whatsoever will be payable by HKP to the sender in the following cases. The sender shall not make any claim for compensation in the following cases:
(a)Delay, return or confiscation of postal items resulting from customs clearance. The Customs will only inform the address about the progress of customs clearance;
(b)delay in delivery or confiscation of a postal item resulting from payment of fine, charges or tax by the sender as requested by customs authorities;
(c)sending items destined to the following destinations: Mexico, South Africa, Russia and Ukraine;
(d)failure of customs clearance or seizure or detention of postal items by customs authorities resulting from unclear description (e.g. sample, merchandise without detailed description of items) or false, misleading or incomplete declaration;
(e)delay, loss or damage of postal items caused by disaster, political risk, strike, nuclear explosion, war, epidemic or any event of force majeure beyond the reasonable control of Hongkong Post;
(f)postal items containing any of the prohibited items listed in the Post Office Guide;
(g)partial or complete damage of the postal item;
(h)delay in delivery of the postal item;
(i)partial or entire content missing of the postal item;
(j)return of the postal item for any reason;
(k)incorrect delivery due to incorrect address or posting.
26.Other remarks for compensation and refund
  		• Neither Hongkong Post nor the delivery agent at overseas has any influence over enforcement of local customs law by the Customs authority in the destination.
  		• For mail sending to or transiting via the destinations that have implemented EU's Import Control System 2 (ICS2), the submitted electronic customs declaration will be preliminarily assessed before departure. If the mail fails the pre-assessment by the overseas customs authority, the mail item has not departed Hong Kong and is returned to the sender, the postage paid will be refunded. (Unless dangerous goods or prohibited item is found).
  		• The sender may claim for indemnity from HKP for total loss of an item within two to four months after the date of posting. Late submission of claims will not be entertained under any circumstances.
  		• Item(s) which is/are delayed in delivery is/are not applicable to any compensation, Hongkong Post will not provide compensation to customers who have their items insured in case of loss.
    27.A posting receipt only serves as a temporary receipt recording the quantity of a postal item and the postage paid to HKP. It will not be accepted as a supporting document for enquiries and claims as there is no detailed posting information such as declared value of item, sender's address and delivery address.
    28.If there is any discrepancy in the mail tracking events provided by the destinations' postal administrations (or by HKP, whichever is the latest) and the addressee, the information provided by the destinations' postal administrations (or by HKP, whichever is the latest) shall prevail.
    29.Compensation, if any, will be paid to the sender only.
    NON-DELIVERY
    30.A postal item which cannot be delivered overseas will normally be returned to the sender in due course. Any such return is governed by the regulations and arrangements of the destinations' postal administrations. Neither HKP nor the overseas post office is liable to state the reason of return. Sender cannot re-post the returned item for free or request for refund of postage. The sender shall not dispute the reason of return, unavailability of the reason of return, the means of return or the processing time for return.
    31.No mail tracking service and compensation are available for (i) a postal item returned to Hong Kong from overseas, or (ii) a postal item which is shown to have been returned to Hong Kong but not yet received by the sender on the websites of the destinations' postal administrations (or of the website of HKP, whichever shows the latest status of a mail item).
    32.No compensation shall be payable for any loss of postal items during the return process.
    RECALL, DETENTION OR DIVERSION OF POSTAL ITEMS
    33.No postal item, once handed to any officer of HKP in the course of his/her duty, may be requested to be taken out of the post, regardless of the identity of the requestor. Nor can any postal item be detained or delayed despite any request marked on the packing of the postal item. All postal items will be forwarded to the specified address. No postal item will be diverted to any other address or any other addressee at the request of the sender. Applications for inserting articles to a postal item will not be entertained.
    LIABILITY OF HKP
    34.HKP is only responsible for forwarding sender's postal items to the addressee at the destination, and shall not be liable for the contents of any consignment, including the sender's information, the addressee's information and the content of the item. HKP is not liable for providing, revising or supplementing any information regarding the consignment. The sender shall be fully liable for possessing or sending fake items or prohibited items found by any government or regulatory authorities at the destination country/region. HKP shall not be liable to any person in this respect.
    35.Sender must acknowledge that all contents of his postal item are subject to inbound search and inspection by the customs authorities in the destination country/region. For the avoidance of doubt, HKP shall not be liable to any person for any destruction, loss or damage of the postal items while in the custody of the customs authorities.
    INSURANCE SERVICE
    36.Optional insurance is available (except mail items destined to Mexico, South Africa, Russia and Ukraine) at a flat premium of HK$10 per postal item with a maximum coverage of HK$5,000. The terms mentioned at clause 19 and 24 above also apply to this optional insurance service (e.g. the compensation is limited to the total loss of a mail and no postage refund for the loss of a mail, etc.).
    37.The optional insurance is marketed by Jardine Lloyd Thompson Ltd. and underwritten by Assicurazioni Generali S.p.A (Hong Kong Branch). Any purchase of such insurance shall be a direct dealing between the sender and the said companies. For the avoidance of doubt, HKP shall not be liable to any person for any claims or disputes arising out of or in relation to such insurance.
    38. In any event, the maximum amount of compensation for any loss shall not exceed the declared item value.
    PERSONAL INFORMATION COLLECTION STATEMENT
    39.Provision of personal data in response to HKP's request is required for provision of the required service. All the posting details including the personal data may be transmitted via electronic data interchange to the overseas postal administrations which have a business relationship with HKP and the transit as well as destination countries' Customs Authorities. If you do not provide the Personal Data, HKP will be unable to provide the required service. Personal data include without limitation the information such as sender / addressee's name, residential and company address, telephone number and e-mail address.
    Hongkong Post would not use the personal data for any other purposes without customer prior consent unless such use is permitted or required by law. Except that, Hongkong Post's general policy is to disclose no personal identifiable information to third parties except as required by law.
    40.You agree that any of your Personal Data collected by HKP through your use of the Online Portal or the Services at any time and from time to time may be used for such purposes and disclosed to such Persons in accordance with HKP's Personal data collection and privacy policies set out in the Privacy Policy Statement published under HKP's website at https://www.hongkongpost.hk/en/privacy/index.html which may be modified from time to time.
    41.You have the right to request access to and correction of your personal data in accordance with Sections 18 and 22 and Principle 6 in Schedule 1 to the Personal Data (Privacy) Ordinance (Cap. 486). Your right of access includes the right to obtain a copy of your personal data as provided in this Address Pack. For access and correction, please complete the "Data Access Request Form" (Pos 736) which is available at any post office.