Frequently Asked Questions (FAQ)
- How do I open a Royale International account?
You can either contact your local Royale International’s Sale Representative or download a copy of the Account Set up Form and Known Consignor Aviation Security Declaration Form on our corporate website (www.royaleinternational.com).
Once you have filled out the Account Set Up Form and Known Consignor Aviation Security Form, please fax or email it back along with a copy of your company’s Business Registration Certificate to your local Royale International’s Sale Representative. We will contact you shortly to activate your account.
- How do I fill out the air waybill?
Please refer back to the air waybill section of this corporate brochure for a sample air waybill or log on to our corporate website (www.royaleinternational.com). Please contact your local Royale International’s Customer Service Department if you have any questions.
- Does the Royale International Group provide packaging materials?
Yes, please see the attached file for our supply materials. Please send your supply request with your account name and number of items needed to your local Royale International’s Sale Representative or contact your local Customer Service Department. Supplies materials will be delivered to you within 2 working days.
- What is the maximum size and weight of shipment that I can send?
The general dimension of the Custom’s x-ray scanner is 100 cm x 80 cm so we suggest in keeping the dimension under 100 cm without exceeding the weight of 30 kgs for each box.
Please contact your local Royale International’s Customer Service Department if you have a larger or heavier shipment so that we can make special arrangements for you.
- Do you offer a drop off service?
Please refer to our corporate website (www.royaleinternational.com ) or contact your local Royale International’s Customer Service Department for more information.
- Are there any additional handling charges apart from the courier fee?
In some countries, certain materials are subject to Tax and Duty charges imposed by the destination country. Usually we would notify the Consignee/Receiver for the payment prior to delivery.
If the Sender/Shipper is paying for the Tax and Duty, please mark “Free Domicile“ on the special instructions column on the air waybill, so all charges will be billed back to Shipper. There is a ten percent Tax and Duty handling charge for this arrangement.
- Can we send shipments to a P.O Box?
We cannot deliver to P.O Box unless there is a Consignee’s name and telephone number available for us to contact prior to making delivery arrangement.
- What are the difference costs between a box and a pouch delivery?
The volumetric or (dimensional) weight of the box is calculated based on the formula used in the Freight industry for the packaging density when calculating shipping charges and then compared with the actual weight of the shipment to ascertain which is greater. The greater of the two is used to calculate the shipping cost.
= Volumetric weight (in kg)
Length x Width X height (in cm)
*Note: The volumetric weight of a shipment refers to the density of the package. The volumetric or dimensional weight is use in the calculation of the actual weight of the shipment. The greater of the two or the higher weight is use to calculate the shipment cost. This is applicable to both box and pouch shipments.
- What kinds of documents are needed for sending parcels?
Invoices are required for all non-document shipments while different countries are subject to different import documents for different commodities.
Please contact your local Royale International’s Customer Service Department for more details.
- Is Pick-Up Service available during public holidays?
Yes, special pick up services during public holidays can be pre-arranged but may be subject to a service charge. Please contact your local Royale International’s Customer Service Department for more details.
- What should I do if I do not have a physical air waybill on hand? Can I use a photocopy?
You can order your air waybills through our Customer Service Department before you run out of stock. Normally, it will take 2-3 days for delivery. Please do not use any photocopy as it is necessary to provide us with the original air waybill for any shipments.
Should you have any problems, please contact your local Royale International’s Customer Service Department to help you find a suitable solution for you.
- Do I need to provide an invoice for a gift?
Yes, an invoice is necessary for all non-document shipments to help ensure and speed up the custom clearance process.
- Can I send COD/Freight collect shipment to overseas?
Yes, we can arrange for COD/Freight collect overseas but country restrictions may apply. Please check with your local Royale International’s Customer Service Department for more details on which countries this service is available.
(Please note that all charges upon shipment arrival will be charged to the Shipper/Sender should the Consignee/Receiver fail to pay.)
- What are your transit times?
Please download a copy of our transit timetable online (www.royaleinternational.com) or contact your local Royale International’s Customer Service Department for more information.
- How can I track my shipments?
You can track your shipment online by logging onto our website (http://www.royaleinternational.com) or by contacting your local Royale International’s Customer Service Department.
- What kind of items are restricted?
Please contact your local Royale International’s Customer Service Department or refer to our corporate website (www.royaleinternational.com) for more information on restricted items.