Self Isolation Support
IQ 物流 & 超重行李服务 (copy)
Frequently asked questions
IQ - 物流至欧盟国家 (copy)
IQ - 物流至欧盟国家 (copy) (copy)
美国 & 加拿大
美国 & 加拿大 (copy)
FREQUENTLY ASKED QUESTIONS
How do I track my shipment?
You will also receive an email once your shipment has been collected with the link to track your items, and a further email once your shipment has been loaded for delivery. Our support team are here to help with any other questions.
How long will it take for my shipment to arrive?
The delivery times will vary depending on the destination country. Once confirmed our team will provide an estimated delivery time based on information provided by our courier partners. Should your shipment be travelling on a route were your items must pass through customs, there maybe some slight delays to process and release your shipment.
What time will you collect my shipment?
Collections typically take place between 9:00am – 6:00pm, and we will where possible provide a 4-hour collection window once your shipment is confirmed.
What do I need to do before collection?
Once your order is placed, tracking labels will be generated and emailed to you. If sending a route that requires customs clearance you will also be required to complete a packing list detailing the contents of your items, and on some routes complete an additional form for customs. You will need to attach your labels, and customs documentation were applicable, securely to the item you are shipping. If you don't have a printer, we can arrange to print and send the labels to you via post for a small additional fee and this option is available during booking. You will be provided with both an external tracking label to attach to the outside of your item using a strong sticky tape and attaching the label to a flat surface.
How should I prepare my shipment?
We recommend using our sturdy double walled cardboard shipping boxes and suitcases boxes which are designed to hold the weight packed and can be purchased. Boxes should be secured by running tape across the folded flaps at the top and bottom, as well as in a loop around the box from back to front and from side to side. We also suggest running tape along the seams of boxes. Only taping across the folded flaps is not sufficient.
It is important items are secured within your box so they cannot move around and become damaged in transit.
What can I send?
Our shipping service is designed for sending clothing, shoes, books and other items which do not require additional packaging when placed in a suitcase or sturdy double walled cardboard box. If you choose to send non-standard excess baggage items you must ensure the items are packaged thoroughly and appropriately for transportation through an network. Your suitcase or box may be stacked with other items and will move on automated belts and slide down sorting chutes. For this reason, we are also unable to accept single walled cardboard boxes, plastic boxes, plastic bags, laundry bags, bin liners or similar items.
Is there any items that I can't send?
Many items are completely prohibited such as aerosols, flammable liquids, and loose batteries. Certain items such as lithium batteries contained in small electronic devices and food stuffs can be sent on certain routes but carry specific restrictions.
Items which are prohibited on all include, but are not limited to; aerosols (or any pressurized container), perfume, nail varnish (or any other flammable liquids), toner/ printer cartridges, tobacco, alcohol, money (including small change), medications and perishable food stuffs.
Liquids, pastes and gels of all types including toiletries are completely prohibited on all international express routes (including every route to and from the USA) as these are serviced by air. Liquids, pastes and gels (excluding flammable ones e.g. nail varnish, perfume) such as shower gel, non-flammable makeup and toothpaste can be sent on our standard (not express services), UK domestic & USA domestic services as these routes are serviced by road. Please ensure all items are well sealed and there is no possibility of liquids leaking.
Fruit & vegetables, dairy products (including dried products containing dairy such as protein powder), meat, fish, nuts, seeds and perishable products of any kind are prohibited on all routes. Some non-perishable foodstuffs such as confectionary are permitted on certain routes, please see here for further information.
We cannot accept shipments containing loose batteries of any kind or power banks. Lithium batteries can only be sent when they are securely installed within small electrical devices such as phones, tablets and laptops. We permit a maximum of one such item per shipment, the battery power must also be less than 100Wh (Watt Hours) and the weight of the electrical device with the battery installed must not exceed 5kgs.
Lithium batteries must not be sent if the electrical device or battery itself is known, or suspected, to be damaged or defective. Strict security protocols exist surrounding the shipping of batteries within unaccompanied items and any person or company identified as the shipper on the supplied shipping documents is legally responsible to ensure 100% compliance with the above information. Failure to do so may result in the item being removed from transit by regulatory authorities.
PLEASE DO NOT RISK SENDING PROHIBITED ITEMS, ALL SHIPMENTS ARE X-RAYED AND ARE SUBJECT TO SECURITY SEARCHES. IF YOU INCLUDE PROHIBITED ITEMS YOUR SHIPMENT WILL NOT BE LOADED TO AN AIRCRAFT AND WILL BE RETURNED TO YOU. NO REFUND WILL BE PROVIDED FOR SHIPMENTS RETURNED UNDER THESE CIRCUMSTANCES AND A £25 SECURITY PROCESSING FEE WILL BE DUE BEFORE YOUR SHIPMENT CAN BE RECOLLECTED. IN SOME CASES YOUR SHIPMENT COULD ALSO BE SEIZED AND ACTION TAKEN AGAINST YOU BY THE FAA OR OTHER AUTHORITIES.
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Self Isolation Support