FAQ

Frequently Asked Questions

📦 1. Shipping Basics


What services does Nour Express provide?


We offer air and sea freight, door-to-door delivery, package consolidation, supplier payments, product sourcing, and full support when buying from Chinese platforms like 1688, Taobao, and more.


We ship from our warehouse in China to Lebanon, the Middle East, and West Africa.


  • Register and get your customer code

  • Use our warehouse address + code when buying

  • Parcels arrive at our warehouse

  • We consolidate, weigh, and ship

  • You receive your shipment

📍 2. Using the Warehouse Address


How do I get my China warehouse address?


Simply create an account on our website — your personal address and unique customer code will appear in your dashboard


The code ensures your parcels are correctly registered under your name and not mixed with other customers.


We will still try to identify your package, but processing may take longer. Always remind suppliers to include your code.

💰 3. Shipping Prices & Weight


How are shipping costs calculated?


Cost is based on actual weight or volumetric weight, whichever is higher.

Volumetric Weight Formula (Air Shipping):
(L × W × H) / 6000


Yes — use our online shipping calculator or contact our team for an estimate.


Yes, we can combine multiple parcels into one box to reduce weight and save money.

✈️ 4. Air vs Sea Shipping


What is the difference between air and sea shipping?


  • Air shipping is faster, ideal for small parcels.

  • Sea shipping is more economical for large and heavy shipments.


Typically 7–12 days, depending on customs and airline schedules.


Usually 35–45 days, depending on container schedules and port processing.

📦 5. Parcel Handling & Consolidation


Do you check packages when they arrive?


Yes, we scan, register, and weigh every parcel upon arrival.


Yes, we offer:

  • Photo inspection

  • Video inspection

  • Quality check (optional service)


Yes, upon request. Extra packaging may have an additional cost.

🛒 6. Purchasing from Chinese Websites


Can you help me buy from 1688, Taobao, or other Chinese platforms?


Yes, we offer product sourcing and “Buy for Me” services.


Yes — we support payments to Chinese suppliers if you don’t have Alipay or WeChat Pay.


We will assist you in contacting the seller. Returning items depends on the seller’s policy.

📱 7. Tracking & Notifications


How can I track my shipment?


Use your customer dashboard on our website — tracking details update automatically.


racking is usually added once the parcel is shipped from our warehouse.


Yes, your dashboard shows all parcels linked to your customer code.

💳 8. Payments & Fees


When do I pay for shipping?


You pay when your shipment is ready for dispatch or upon arrival depending on your location.


Wish Mobile payment options, Cash.


We are transparent — no hidden fees. Additional charges only apply for special services like repacking, storage, or inspections. Domestic delivery

🛂 9. Customs & Regulations


Do I have to pay customs fees?


Customs fees depend on your country’s regulations and the type of goods you ship.


Yes — prohibited items include:

  • Liquids

  • Batteries (unless declared)

  • Hazardous materials

  • Explosives

  • Illegal products
    If unsure, contact us before ordering.

  • Check our “Prohibited Products” page to see all items

❗ 10. Problems & Support


What if my package is damaged?


We inspect parcels upon arrival and offer optional extra packaging.
If damage occurs during transit, we will assist you based on the shipping method’s insurance policy.


We will open an investigation with the carrier and compensate according to the shipping insurance terms.


  • WhatsApp

  • Website support form

  • Customer dashboard “Request Support” button