It's the cash balance in your ong2u account. All your top up, refund from cancelled orders or orders out of stock, will be credited into it. It can used to pay for your new orders or bills.

Yes. If you have no outstanding payment with us, you can withdraw the remaining amount any time, by submitting the bank account information under 'My Prepay' - 'Withdraw Now'. We support local bank transfer. Please take note that top up via PayPal or credit card can only be fully or partially refunded back to the original source, cash withdrawal is not allowed.

Transaction number is the transaction reference number provided by bank after you complete a transaction. For ATM transfer or deposit, it's a transaction number shown on the receipt. For i-banking, the transaction number shown on the webpage informing you that the transaction is successful, so please copy it down before closing the page.

It could be because your procedures are wrong. After you transfer money to us, you need to inform us to verify by submitting the top up request form under 'My PrePay' - 'Top up' page. Our finance department will then verify your transaction within a few office hours.

Under 'My Prepay' you can see the all the recent top up history. From there you check if a top up is successful, rejected or still pending verification. You will receive our emial notification regard the top up whether is successful or not.

The top up request may be rejected if the information submitted does not tally with the bank transaction record. So please double check your bank transaction record and submit again with the correct details. Date and transaction amount must be accurately entered.

The 'minimum payable amount' appears when you select a certain bill to pay. It's the minimum amount required to top up in order to pay the selected bill. You can de-select the bill number in order to top up any amount less than the 'minimum payable amount'.

1st Payment (product payment) can be viewed when checking out orders. 2nd payment (international shipping fee & agent fee) cannot be confirmed before placing order, because the international shipping fee depends on the actual weight or volumetric weight of your items, which we don't know until the orders are received. However, if you can estimate the weight or volumetric weight, you can do estimation by yourself by using our Cost Calculator.

It depends on the status of your orders. Before your orders are processed, you can go to 'my orders' and click 'edit' to modify or cancel orders. To modify, you can replace or add new remarks; to cancel, you can write 'cancel this order' in order remarks, we will then process accordingly. However, once the order is processed, you will be unable to see the 'edit' button and the order cannot be modified or cancelled any more.

Yes, you can add in new orders anytime. However in order to ship all orders together in one parcel, please wait all of your orders reached to warehouse then arrange to ship out these orders in 'My Shipment'.

You can enjoy all promotion price or conditional offers (eg. free local courier with a minimum spending amount), sometimes our system function cannot capture such special price, but you can manually edit the price if you fulfill the condition and write in the remark accordingly.

Yes, you can negotiate with the seller and agree on a discounted price. When you submit orders to us, please state the agreed price and the name or number you used to communicate with the seller so that she or he will know we are purchasing on behalf of you.

Yes, currently we can buy from all websites from China as long as the websites support a secured payment system like PayPal or Alipay. You can find some recommended websites on our homepage or you can send the particular website to us via enquiry if you are not sure.

No, no minimum purchase required. You can order any amount of items or price. However, to order a few items to ship together is more economic, because the first shipping charges is more expensive than additional charges.

Some sellers rarely update the information in their online shops, which might cause the circumstance that the actual stock availability of the sellers does not match that displayed in the online shops. Some online shops show a large inventory. However, when Ong2u staff contact the sellers, the answer is 'out of stock'. Therefore, with respect to the actual stock availability of the sellers, the reply received ultimately after Ong2u's contact with the sellers shall prevail.

We can ship small capacity of liquid via special air or sea shipment. We can't ship any form of medicine and food. You can check out other prohibited or controlled items in the quick guide.

Yes, it's possible. The ETA date is an estimation, 95% of parcels will arrive on or before ETA date. However, it could also arrive after ETA date when uncontrollable situations like custom inspection, clearance delay, vessel or flight delay or bad weather happen.

No, once the parcel is generated to ship, we can't cancel it for you any more. It could have already been packed and handled to logistic company even the status has not been updated yet.

The item may have a larger volumetric weight.

Volumetric weight is calculated based on the space it occupies. Chargeable weight is the parcel's final weight when it's shipped. Please refer to quick guide related sessions for more details.

Yes, if you purchase multiple items from the same seller, submit orders in the same time period and specify it in the notes, we only charge you once for domestic freight in China. However, the freight may increase if you purchase excessive number of goods from the same seller which leads to overweight.

Yes, we do ship some of the fragile items but not all of them. Certain items are very difficult to be protected well, like big mirrors, extremely delicate carvings, etc. They have a high chance to get damaged during international shipping. We can try our best to help you protect and ship, but we will not compensate if it's still damaged.

If your parcel is taxed, generally, the express delivery company will notify you at the time of delivery. You can directly give the tax to the courier. The courier will give you a customs receipt. How to avoid tax? The following is five recommendations:

1. Parcel weight is an important judgment basis of customs of all over the world on civil and commercial parcels. There is a relatively large probability for a parcel over 10kg to be deemed a commercial parcel. Therefore, when you submit a waybill, please consider the weight of the parcel.

2. Ong2u recommends that each waybill does not exceed 10kg to avoid increasing the tax odds.

3. An excessive number of same goods are also a basis to judge commercial parcels. Please try to avoid using the same parcel to send a large number of same goods.

4. Malaysia region generally takes parcels of more than $100 as the main target for tax inspection.

5. Singapore region generally takes parcels of more than $400 as the main target for tax inspection.

Yes, all the parcel will be be delivered to your address directly. Our international shipping is door to door service.

We are provided Ong2u priority freight shipping methods for China daigou.

You can check out the more information of shipping fees and duration time taken for each freight method in the quick guide.

We will provided the tracking number and related website to you in 'My Parcel' after shipped out the parcel from our warehouse, then you can track the shipping status of your parcel.

You may contact the related shipping company of this case or request us to follow up this case for you with shipping company to arrange to deliver the shipment to you as soon as possitive.

You are advised to call the customer hotline of the courier company. Normally they will arrange 2nd delivery for you. You can also call our hotline for assistant.

When you receive ordered parcels, please check the parcel weight and the number of parcels (which is marked on the waybill). If you have any questions or there are signs that the parcel has been opened, please immediately check whether there are items missing and ask the courier to testify for you or refuse to sign for the parcel. According to express transportation regulations, the recipient's signing for the parcel means the parcel is accepted. We will not be able to recover your losses after you sign for the parcel. Please provide the following information and then send email to us:

1. Take photo for the way bill and must be clear.

2. Take photo for the goods.

3. Send us all the photo and declare the issue you facing and our staff will help you as soon as possible to contact the person in charge.

It depends, not all sellers will offer to refund. Typical solutions provided by sellers are partial refund or return the product for full refund, repairing, one to one exchange etc. We can help you negotiate with the sellers for possible solutions after receiving your feedback on the issue with supporting pictures and descriptions. You may as well bear the shipping cost incur duiring the process. However, some of the sellers may reject any form of compensation if they deny the responsiblity of the product issues.

Insurance is not compulsory. We offer free compensation of value up to USD 100 for each parcel if the items inside are damaged, lost or having any issues listed in our inspection coverage .

All returns must be liaised with after-sale team via email or enquires first, upon agreement, it can be returned in original condition to any of our fixed free collection points during the scheduled time slot, or to our home delivery staff during your next delivery. Returns without agreement will not be accepted and we will not be responsible if these returns are lost or damaged due to the absence of tracking records.