Help & FAQ
We have organized the most commonly encountered user questions. We hope to quickly resolve your doubts.
Beginner's Guide
It's very simple! Just three steps:
1. Register for free on our website, APP, or mini-program to get your exclusive warehouse address.
2. Place orders on any shopping platform (like Taobao, Jingdong), and fill in your KEC warehouse address as the shipping destination.
3. After the packages arrive, submit a shipping order in the KEC system, and we will pack and ship for you.
Need more detailed operational instructions?
Please see:
- Consolidated Shipping Tutorial →
- For APP tutorial, please check within the application or contact customer service.
You only need to register a free KEC account. After logging in, you can find your exclusive member ID and KEC warehouse address under [Home]--[Warehouse Address]. When placing orders on any shopping website, copy and paste this address as the delivery address.
Packaging and Shipping
When you have multiple packages from different sellers arriving, the “Consolidated Packaging” service will combine them into one large box for shipment. This removes excess packaging, effectively reduces the total volume of small packages, thereby saving you a significant amount of international shipping costs.
We offer an ultra-long 365-day free storage period, giving you ample time to wait for all your packages to arrive before applying for packing and shipping.
You can go to the "Package Tracking" page on our official website, APP, or mini-program, enter your KEC order number to view real-time logistics updates of every package from warehouse receipt to delivery.
Fees and Payment
Volumetric weight is a type of weight calculated based on package dimensions, generally using the formula: Length (cm) x Width (cm) x Height (cm) / 6000.
The billing weight is the greater value between actual weight and volumetric weight. When volumetric weight exceeds actual weight, the shipping fee will be calculated by volumetric weight. We will pack your items efficiently to minimize volume.
Our pricing assumes DDP (Delivered Duty Paid) where import duties for the destination are included in most cases. However, if the package value exceeds the personal tax exemption limit of the destination or contains restricted items, additional duties may apply. Please ensure truthful declaration of item value.
Prohibited and Restricted Items
Each country’s customs has different prohibited items regulations. Typically, flammable and explosive materials, batteries, fresh plants, meat products, counterfeit goods, etc. are strictly prohibited. For a detailed list, please refer to our “Prohibited / Restricted Items Guidelines” page.
Before purchasing and shipping, we strongly recommend you connect with our online customer service within 24 hours to confirm the item. Any deductions, returns, or losses caused by shipping prohibited items will be your responsibility.
Account and After-Sales
We have a complete return policy. If any packaging is lost or damaged upon delivery, please contact customer service immediately and provide relevant evidence (such as purchase screenshots). We will process your return according to the terms and conditions stated in the 'Return Policy and Statement'.
You can click "Forgot Password" on the login page and contact our customer service at any time for assistance.
Still have questions?
Our dedicated 24/7 customer service team is always ready to assist you.
