FAQ

About the service

  1. What is iMailR?
    • iMailR is a new enhanced service developed from "Bulk Registered Air Mail Service", which aims to provide our customers with a more sophisticated total delivery solution. It also ties in with the upcoming implementation of electronic customs declaration in the United States of America and European Union member countries.

  2. What are the service features?
    • iMailR provides a cost-effective and secure solution for online sellers to send their goods overseas.
    • iMailR includes the following added features to meet customer needs:
      • Online Mailing Tool to streamline mail preparation and posting procedures;
      • Pre-declaration function to expedite customs clearance, allowing you to tie in with the upcoming implementation of electronic customs declaration requirements in the US and EU countries while staying on top of your competitors;
      • Posting history available online
      • Insurance service for compensation up to HK$1,000 and online credit card payment facility .

  3. What are the charges?
    • Each posting is charged on the basis of total volume and weight with two classes of service, namely "First Class"and "Economy Class".
    • "First Class"service: HK$140 per kg plus a fee of HK$13 for each item.
    • "Economy Class"service: HK$110 per kg plus a fee of HK$13 for each item.

  4. What are the posting conditions?
    • The number of items should not be less than 50 for each posting OR not less than 20 for each destination;.
    • Average weight per item in the same posting should not be less than 100g; and
    • Maximum weight per item is 2 kg.

  5. If I post 20 items for the first destination, can I post less than 20 items to other destinations?
    • No. There should be at least 20 items to each destination.

  6. What is the coverage of iMailR?
    • Service coverage to over 190 destinations worldwide.

  7. What is the delivery standard?
    • Delivery standard varies from destination to destination, but basically the same as that of ordinary registered air mail service, i.e. 5 to 10 working days for delivery.
    • "First Class"service: mail items posted before the advertised latest time of posting for air mail will be delivered to the first available flight on the same day or the next working day.
    • "Economy Class"service: one additional working day as compared to "First Class"service is required for local processing.
    • For delivery standard of individual destinations, please click here to view "Postage Rates and Services - Section 9"leaflet.

  8. What need to be noted when use credit card for payment?
    • The Payment by Credit Card Form contains important personal data. Please make sure the poster is authorized to use the Payment by Credit Card Form for posting if the cardholder does not perform the posting on his/her own. Hongkong Post will safe keep the Payment by Credit Card Form for record.

About iMailR insurance service

  1. Why customers are not allowed to subscribe or withdraw the insurance service over the counter?
    • As counter staff will not verify the item number of each iMailR item, Hongkong Post will insure iMailR items according to customers' instructions on the iMailR Online Mailing Tool. Customers can only subscribe or withdraw the insurance service at the iMailR Online Mailing Tool. After Hongkong Post confirmed the receipt of iMailR insurance subscribed items, Hongkong Post will insure the iMailR item through insurance company.

  2. Which party to contact for enquires and claims related to iMailR insurance?
    • Please contact the following for all matters relating to claims of iMailR insurance
      • GAN Assurances IARD, Hong Kong Branch
        Claims Department
        26th Floor, Asia Orient Tower, Town Place,
        33 Lockhart Road
        Wanchai, Hong Kong   
        Tel: (852) 2530 0288
        Fax: (852) 2877 4281
        E-mail: imailr.claims@groupama.com.hk

For existing "Bulk Registered Air Mail Service" customers

  1. When using iMailRservice, can I continue to use existing postal stationery?
    • iMailR is launched with changes in the design of posting forms, bag label and permit insignia. You are advised to use new bag label available from your selected post office. Besides, you can use iMailR Online Mailing Tool for printing new posting forms and permit insignia.

  2. Do I need to register again for using iMailRservice?
    • Re-registration is not required. You can simply register for an iMailR Online Mailing Tool account to enjoy various added features of iMailR.

Sign-up

  1. How to sign up for iMailR?
  2. What are the payment options?
    • Cash, EPS, cheque (for company accounts only), deposit account or online credit card payment.

  3. Is there any sign-up fee?
    • Signing up for iMailR is absolutely free.

  4. What are the Terms and Conditions?
  5. Is there other posting option if I am not using iMailR?
    • You may use ordinary registration service to send your items overseas. However, iMailR features simplified posting procedures and easy-to-use Online Mailing Tool, saving you time in mail preparation and posting.

  6. Where can I post my iMailRitems?
  7. How to cancel my iMailRaccount?
    • iMailR features simple posting procedures, offering you a reliable delivery option while facilitating your online business. However, if you wish to terminate the service for any reason, please call our Financial Services Division at 2921 2243.

About mail preparation and posting arrangement

  1. Can I use the registration barcode label collected from post office for posting of iMailR items?
    • Laser printer must be used for printing posting forms and address labels to facilitate barcode scanning.

  2. How to use iMailR service?
    • Once you have opened an iMailR account, you can watch a flash demo to familiarise with the mail preparation and posting procedures of iMailR.

  3. Why should I use iMailR Online Mailing Tool for mail preparation?
    • The Online Mailing Tool helps streamline mail preparation and posting procedures and saves your cost. After uploading the posting information with this online tool, you can:
      • print the all-in-one address label for affixing to the front cover of each item. The label will incorporate sender and recipient addresses, item barcode, permit insignia, customs declaration form (CN22/CN23) and air mail labels;
      • prepare and print posting forms (Pos20(iMail) and Pos 487R) online to reduce the time spent at counter;
      • view posting history online;
      • use posting information for customs pre-declaration to expedite customs clearance and tie in with the upcoming implementation of electronic customs declaration in the US and EU countries; and
      • purchase insurance and use online credit card payment facility.

  4. What type of printer should I use for printing posting forms and address labels?
    • Laser printer must be used for printing posting forms and address labels to facilitate barcode scanning.

  5. What to do if discrepancy on posting information is found in online Acceptance Report?
    • In case of underpaid charges, the sender will have to pay the charges due immediately at counter, or in the case of overpaid charges, sender may complete and submit an "iMailR Service Refund Application" form to the Financial Services Division of HKP for follow-up.

About mail tracing and compensation

  1. How can I trace my mail?
    • Delivery status of mail items sent to certain overseas destinations can be traced online. Please click here to log on to our Track and Trace System for the list of destinations. For those which are not on the list, only information up to departure from Hong Kong is available.

  2. What is the period allowed for mail tracing?
    • Items can be traced starting from 2 weeks and within 5 months after the day of posting.

  3. What is the compensation under iMailR?
    • In the case of damage or loss to a mail item, compensation will be offered in accordance with the Universal Postal Convention and its Regulations. The maximum compensation amount is HK$320 plus the postage paid. You may choose to purchase insurance for higher value items.