Shipping Terms

Shipping Terms & Conditions

Potato Group Limited (Brand: Potatoship) acts as a freight forwarding agent.

The following prohibited/restricted item lists and terms are established to protect the interests of both parties. The sender is responsible for reading these terms carefully before shipping. Any inquiries must be made before shipment.

Potato Group Limited reserves the right to amend these terms and conditions at any time without prior notice.

In case of any dispute, Potato Group Limited reserves the right of final decision.

Delivery Time

Different shipping channels have different delivery timeframes. Under normal circumstances, parcels will be delivered within the stated timeframe.

Air and sea freight may be affected by flight schedules, weather, customs inspections, peak/off-peak logistics seasons, and unforeseen events. Customers must accept the risk of delivery delays. The company will not provide compensation for delayed deliveries.

Prohibited Items

Any items prohibited by import/export laws of origin or destination countries, items banned from online sale, and airline prohibited items cannot be shipped.

Including but not limited to:

Prescription Chinese or Western medicines
Products with detachable batteries (batteries must be removed) / standalone batteries
Animals or plants
Compressed gases (e.g. gas canisters, hair spray, air fresheners, insect sprays, body sprays)
Alcohol and alcohol-containing products (e.g. nail polish, perfume, paint)
Gun-shaped toys / drones
Restricted radio-frequency equipment
Knives
Counterfeit goods
All Types of Watches
Other prohibited items

As product categories are extensive, we cannot list all. Customers must confirm legality of import/export and shipment. If any violation occurs, the customer bears full responsibility.

If prohibited items are shipped without permission or falsely declared, the company or carrier has the right to destroy the items without prior notice. All shipping fees paid will not be refunded or compensated.

Sensitive Items (Accepted by Selected Channels Only)

Liquids (e.g. cosmetics, skincare)
Gel / cream products
Food
Powder products
Medicines / over-the-counter drugs / health supplements
Products containing lithium batteries (must be built-in; detachable lithium batteries are prohibited)

Customers must contact customer service before shipping these items. If shipped without approval or falsely declared, the company or carrier may destroy the items without notice. All shipping fees paid will not be refunded or compensated.

Compensation Policy

Parcel Loss

For orders with declared value ≤ HKD 1,000:
Compensation will be based on the declared value or three times the shipping fee, whichever is lower.
Shipping fees paid are non-refundable.

For orders with declared value > HKD 1,000:
Maximum compensation per order is HKD 1,000 or three times the shipping fee, whichever is lower.
Shipping fees paid are non-refundable.

No compensation will be provided if loss or damage results from:

Customs or airline seizure/confiscation
Incorrect or false item or address information
Prohibited items in parcel
Damage occurring before arrival at or after departure from our warehouse
Natural disasters
Any unforeseeable circumstances

Parcel Damage

No compensation will be provided for damage to items during transportation.

Fragile items are not covered. Customers bear all related risks.

Customers are responsible for proper packaging of their parcels.

Theft or Parcel Swap

If carrier tracking shows status as Delivered / Signed / equivalent, but recipient claims non-receipt (commonly theft or parcel swap), PotatoShip has fulfilled its responsibility and will provide no compensation, including shipping fees. The recipient must pursue claims with the local carrier or police.

If partial loss occurs due to damaged outer packaging but the parcel is still delivered, PotatoShip will not provide compensation, including shipping fees.

Shipping Insurance

For high-value items, customers are advised to purchase shipping insurance.

Premium: 5% of declared item value
Official invoice required
Maximum insured amount: HKD 10,000

The company reserves final decision on declared item value.

Data Accuracy & Customs Clearance Responsibility

If incorrect information, recipient refusal, or failed customs clearance causes parcel return or additional costs, the sender must bear extra charges as determined by the carrier.

If incorrect information causes parcel loss, the sender bears full responsibility. No compensation will be provided, and the company reserves the right to recover losses.

Except for designated tax-included clearance services, the company only provides customs declaration data. If clearance fails, sender and recipient must handle customs procedures directly. The company will provide limited assistance only.

Destination customs may request proof of declared value. Customers must declare truthfully and prepare supporting documents (e.g. receipts).

Declaration Responsibility

Customers must truthfully declare parcel contents. Under-declaration or false declaration may result in customs fines, seizure, or return. In such cases, all fees paid will not be refunded, and sender/recipient must bear return shipping costs determined by the carrier.

Legal Responsibility

If origin or destination customs determine an item cannot be imported or exported, sender or recipient bears full legal responsibility regardless of whether the item was declared.

Return Parcel Charges

If shipment service is cancelled, a HKD 200 handling fee per parcel will be charged.

Return options:

Collect parcel at designated branches (contact customer service in advance)
Arrange local courier pickup at designated branch (courier cost borne by customer)

Parcel Storage Terms

All parcels enjoy 60 days free storage from warehouse check-in date.

After 60 days, storage fee of HKD 10 per parcel per day will be charged until shipment or other arrangement.

If no shipping or handling instruction is received after 120 days, the company reserves the right to dispose of or destroy the parcel without notice and without compensation.

Unboxing Photo Service

If unboxing photos are requested after warehouse arrival, a fee of HKD 20 per parcel applies (only for parcels not yet consolidated).

This service does not include inspection of product quality.

Claim Contact Restrictions

Destination Carrier

If sender/recipient wishes to file complaints or claims with destination carriers, they must first consult Potato Group Limited. Only with company approval and provided supporting information may they contact the destination carrier directly.

Origin Carrier

For complaints or claims regarding origin carriers, Potato Group Limited is the sole complaint channel. If sender/recipient contacts origin carriers without authorization and causes loss to the company, the company reserves the right to recover damages.