Shipping Policy

1. Introduction

This Shipping Policy is designed to standardize all transportation activities within HONG KONG CHUANGKE TECHNOLOGY LIMITED, ensuring the safe and efficient delivery of goods while enhancing customer satisfaction. The policy adheres strictly to applicable laws and regulations and reflects our commitment to environmental sustainability.

It applies to all company-owned vehicles, outsourced logistics services, platform merchants, and any other parties involved in the transportation of goods.

2. Service Coverage

(a) Delivery Destinations
We provide shipping services to major domestic export port cities and select key international regions. For detailed information on service areas, please refer to our official website or contact customer service.

(b) Types of Goods
We handle general merchandise, including but not limited to:

Electronics
Apparel
Daily household items
Beauty and personal care products

Hazardous materials, illegal goods, and restricted items are not permitted under any circumstances.

3. Shipment Rules

All merchants on the mongoyia platform must follow one of the two inventory fulfillment models below:

(a) Pre-Stocking Model
Merchants may transport their goods in advance to a designated mongoyia warehouse. Inventory will then be centrally managed by the platform for faster order processing.

(b) Order-Based Fulfillment
Upon receiving an order, merchants must deliver the corresponding goods to a designated mongoyia Creators’ Dispatch Point within 36 hours.

© Platform Dispatch Timeline
Once the platform receives the goods at the dispatch point, shipment processing—including packaging, labeling, and carrier handover—will be completed within 36 hours, with tracking information generated and shared with the buyer.

4. Delivery Time Commitments

(a) Domestic Shipping
Under normal conditions, deliveries to major domestic port cities take 3–5 business days.

(b) International Shipping
Delivery times vary depending on destination country and region, typically ranging from 4 to 9 business days. In cases of force majeure events (e.g., extreme weather, customs delays, policy changes), customers will be promptly notified with updated estimated delivery timelines.

5. Transportation Safety & Security

(a) Vehicles and Equipment
Company-owned vehicles undergo regular maintenance and are equipped with GPS tracking systems and dash cameras to ensure real-time monitoring and optimal performance. Specialized transport equipment—including refrigerated units for cold-chain goods and protective gear for sensitive shipments—is used when required.

(b) Loading and Unloading Procedures
Standardized loading/unloading protocols are strictly followed. Staff are trained to handle goods with care—using proper lifting techniques and secure stacking methods—to prevent damage during transit.

© Insurance Coverage
We offer cargo transportation insurance for all shipments:

Basic Coverage: Automatically included based on a percentage of the declared product value.
Extended Coverage: Customers and merchants can opt to purchase full-value insurance to better protect high-value goods against loss or damage during transit.

6. Shipping Fees & Settlement

(a) Fee Calculation
Shipping costs are determined by multiple factors, including:

Gross weight and dimensional volume
Distance and destination
Mode of transportation (air, road, sea)

Accurate quotes can be obtained via our online freight calculator or by contacting customer support.

(b) Payment Terms
We offer flexible settlement options:

Pay-per-shipment (immediate payment)
Monthly billing
Quarterly billing

For monthly accounts, payment must be completed by the due date each month. Quarterly clients must settle their invoice by the specified date in the month following the end of each quarter. Late payments will incur a late fee as outlined in the merchant agreement.

7. Customer Service & Complaint Handling

(a) Real-Time Tracking
Customers can monitor the status of their shipments through:

Our official website
The mongoyia mobile app
Customer service hotline

Available tracking details include current location, carrier updates, and estimated time of arrival.

(b) Complaint Channels
We provide multiple channels for feedback and issue reporting:

Dedicated email: support@mongoyia.com
24/7 customer hotline
Online complaint submission form on the platform

© Response & Resolution Timelines

All complaints will receive an initial response within 24 hours.
Standard issues are resolved and confirmed within 3–5 business days.
Complex cases will be investigated thoroughly, with a solution provided within 10 business days, subject to circumstances.

8. Return & Exchange Process

Returns and exchanges are centrally managed by the mongoyia platform.

Customers must submit a return request through the official process on the platform.
Approved returns should be shipped to the designated Return & Exchange Warehouse.
Upon receipt and inspection of the returned item, the platform will proceed with refunds or replacements according to established policies.

No direct returns to merchants are allowed unless otherwise authorized.

9. Merchant Logistics Integration Guide

Designated Pre-Stocking Warehouse:
Room 502, Sha Industrial Park, Bayanhot Town, Alxa Left Banner

(a) Onboarding Process
(1) After completing merchant registration, submit the Warehouse Partnership Application via the merchant backend under Logistics Management > Warehouse Integration. Upload required documents, including:

Business license
Product quality inspection reports (if applicable)

(2) Once approved (within 1 business day), contact the warehouse coordinator:
Name: Degede
Phone: +86 135 1483 3324
To schedule a delivery appointment.

(3) When delivering goods:

Bring a stamped copy of the Pre-Stocking List (with official company seal).
Warehouse staff will verify product details (name, specifications, quantity).
Upon confirmation, an electronic Inventory Receipt Note will be issued and uploaded to your merchant account.

(b) Warehouse Operating Hours

Weekdays: 9:00 AM – 6:00 PM
Closed on public holidays. Holiday deliveries require at least one business day’s advance notice.

© Expedited Processing
For urgent stocking needs (e.g., pre-sales for major promotions), merchants may request priority handling during scheduling. The warehouse will arrange overtime staffing at no additional cost.

© 2025 HONG KONG CHUANGKE TECHNOLOGY LIMITED. All rights reserved.