The quotation calculation is based on your input data. While some surcharges can be included with correct entry, certain additional cost, such as address correction and return fee, are incidental and adjusted after shipping.
Common Reasons for Pending Charges
- Discrepancy in package weight/dimensions
- Special handling requiring additional surcharges
- Duty and tax
1. Discrepancy in Package Weight/Dimensions
The chargeable weight is calculated based on the actual weight or the volumetric weight, whichever is higher. Spaceship Pro will handle the calculations for you.
Once the parcel is collected, all couriers use scanners and devices to weigh and measure the parcel. The dimensions are recorded at the largest angle as the package passes through the device. For example, if a box measures 20cm at one end and 23cm in the middle due to compression, it will be measured at 23cm. Couriers never round down, so it is recommended to round up whenever possible.
To minimize disputes, most outbound shipments from Hong Kong are collected and passed through the Spaceship warehouse. Spaceship measures and provides the adjustment result typically within one working day after collection. The first scan "ARRIVED SPACESHIP FACILITY" will be visible on the tracking URL, and an email notification about the adjustment will be sent to you. You can also log in to Spaceship Pro and check the "fee adjustment" record in the "Action Required" page.
For parcels collected directly by the selected courier, the courier weighs and measures the package in transit. Spaceship reconciles the adjustment to the customer account within 2-8 weeks.
How to Prepare for Potential Adjustment Mistakes
Take a photo of the length, width, and height of the parcel and measure it on a scale, including the items inside. This will be helpful in case there is a need to dispute an adjustment. Also, make sure to enter the correct dimensions and weight into Spaceship Pro.
2. Special Handling - Additional Surcharges
Spaceship calculates the shipping rate based on the input of weight, dimension, and full address. Additionally, Spaceship's quotation does not include the additional surcharges, such as address correction, return handling, abandon handling, storage fee, etc.
Watch out for additional charges. They often occur due to delays at customs clearance stage, missing required documentation, or unsettled tax. You may read more about "How to avoid frustrating shipping hiccups".
3. Duty and Tax
If you select DDP, Spaceship will charge back the duty, tax, and the customs clearance fee issued from carriers. Typically, the courier takes 4-8 weeks to bill the tax to the sender country. In some cases, the courier may issue the invoice even after 4-8 weeks, especially from developing countries like Indonesia and Malaysia.
Please read the article "Understanding Duties & Taxes".
Please read the article "Understanding Duties & Taxes"
How to Dispute an Adjustment?
You can submit your dispute with evidence within 7 days after receiving invoice.
1. Submit the shipment charges dispute form
2. Create a new service ticket on the Customer Helpdesk
After receiving your request, Spaceship will follow up with the relevant courier company. The entire review process is expected to take approximately 4-10 weeks. Spaceship will notify you as soon as possible once the courier company has a review result.
Last Updated: 15 Feb 2024