Quantity requirements for shipment
Each customer may mail multiple items, with no limit on the name or quantity, except for special goods routes.
Billing mode
Volumetric weight is not calculated (the volumetric weight to actual weight ratio must not exceed 2.5). If it exceeds this, volumetric weight will be used for billing: Volumetric weight (KG) is calculated as: length (cm) * width (cm) * height (cm) / 5000, with the larger of the volumetric and actual weight used for calculation.
Unpacking standards On demand Service:Here
Size and weight restrictions
Single side length ≤ 1 meter
Total length of the three sides ≤ 1.95 meters
Service timeliness
After the warehouse ships the goods, the delivery time will be extended in 5-13 working days. In case of force majeure factors such as customs inspection, unstable shipping routes, political events, or sudden outbreaks of the epidemic, the delivery time will be extended accordingly.
Unpacking Standards (Updated Regularly)
Unpacking should be performed with the principle of minimizing costs while ensuring safe transportation.
The products listed below do not require opening the packaging box; you need to contact customer service to request this service.
1.medicine
1. Cosmetics
2. Shoes
3. High-value gifts (jewelry)
4. Glass and ceramic products require packaging support.
Refund Instructions
(1) No refunds will be given for shipping fees already paid;
(2) You may apply for a refund of the recharged balance. After deducting the bonus amount, a 20% handling fee will be deducted from the remaining balance. Customers need to contact customer service and send an email to info@sinefine.stores to apply, providing their email transfer address. After company approval, the balance will be transferred to the receiving account within 5 business days!
(2) Cash refunds are not supported.
Items that cannot be sent
This is a classification list of prohibited/restricted import items by the Canada Border Services Agency. The key items can be summarized into the following 8 strictly controlled categories for your quick reference to avoid risks in cross-border shipping: 1. Drugs and Dangerous Items (Absolutely Prohibited) Core prohibited items: All types of drugs, narcotics, hallucinogenic substances such as synthetic CBD, magic mushrooms. Paraphernalia: Products that interfere with drug testing, all kinds of drug paraphernalia (vaporizers, pipes, bongs, etc.). Legal basis: Controlled Drugs and Substances Act, etc. 2. Flammable, Explosive and Weapons (Strictly Restricted / Prohibited) Explosive / hazardous items: Fireworks, strike-anywhere matches, mustard gas, ammunition, explosives. Weapons control: Real firearms, imitation guns, toy guns, weapons of mass destruction. Controlled devices: Blowguns, nunchucks, knives (one-hand-opening folding knives), brass knuckles, meteor hammers, sword canes, etc. Legal basis: Explosives Act, Firearms Act. 3. Alcohol and Tobacco Products (Restricted) Alcohol: Wine, spirits, beer, alcoholic beverages. Tobacco: Cigarettes, e-cigarettes, cigars, tobacco and tobacco alternatives. 4. Medical and Health Products (Regulated / Restricted) Controlled drugs: Controlled substances such as methylphenidate. Medical devices: Most medical devices except Class I, acupuncture devices (Class II). Pharmaceuticals: Certain prescription drugs, veterinary medicines, sexual enhancement drugs. Note: Over-the-counter (OTC) drugs and some household pesticides are subject to relevant regulations. 5. Obscene and Inappropriate Materials (Absolutely Prohibited) Content: Pornographic publications, books, movies, games, audio-visual products and related toys. 6. Precious Metals and Luxury Jewelry (Highly Regulated) Items: Bracelets, necklaces, earrings, bangles, brooches and other valuables made of gold, silver, pearls, jade, diamonds. Special case: Import of loose diamonds must comply with the Kimberley Process. 7. Animals, Plants, Food and Agricultural Products (Strictly Regulated) Endangered species: Endangered plants and animals listed under CITES. Fresh / live items: Potted plants, seeds, cuttings, live poultry, pets. Meat / dairy: Beef, pork, lamb, raw milk, milk powder, eggs and egg products. Grains, oils / aquatic products: Grains, edible oils, seafood, pet food. 8. Food and Health Supplements (Restricted) Staple dry goods: Rice, flour, corn, vermicelli, instant noodles, snail noodles, etc. Processed food: Retail-packed dried meat, meat jerky, marinated food, ham sausages. Beverages: Milk, yogurt, juice, coffee, sparkling water, mineral water, etc. Supplements: Powder/granule products such as protein powder, melatonin, fish oil, enzymes, propolis. 💡 Key Shipping Risks to AvoidThe three most commonly violated items: Precious jewelry: Gold, silver, diamond jewelry are explicitly prohibited for import. Alcohol & tobacco: Generally restricted regardless of quantity. Food & pharmaceuticals: Especially powdered health products (protein powder, enzymes, etc.) are heavily inspected by Canadian customs, with extremely high shipping risks.
Additional Fee Description
(1) Return shipping fee: For goods that have been warehoused and whose return is due to reasons related to the goods or the customer, a warehouse service fee of $2 per item will be charged, plus an additional return shipping fee. After payment is received, the warehouse will process the return within 2 business days. For detailed return shipping procedures, please see "New Maple Logistics Return Shipping Instructions";
(2) Volumetric Reduction Fee: For goods that have already been warehoused but whose volumetric weight exceeds their actual weight, resulting in higher freight costs, customers can apply for a "volumetric reduction" service. The warehouse will reduce or compress the volumetric weight based on the actual packaging to approximate the actual weight as closely as possible, and recalculate the freight cost for each package based on the volumetric reduction data. Each volumetric reduction service will cost the customer $2. VIP customers receive free volumetric reduction!
Return Policy
Returned shipments require the customer to apply for a return and provide an accurate return address.
For detailed return shipping procedures, please refer to the "Return Shipping Instructions".
Special Announcement
(1) If the items in the package exceed the above quantity limit, they will need to be shipped in separate shipments. Please be aware that the goods may be transported in batches. For details, please consult customer service.
(2) If the goods to be shipped are all special items such as liquids, pastes, powders, etc., and the quantity is large (exceeding the above restrictions), a detailed list of goods is required, and the goods can only be shipped after our company confirms that they can be shipped.
(3) Special items must be properly packaged (cardboard box packaging is recommended) and filled with filler to avoid leakage during operation and transfer, which may affect transportation;
(4) The storage period for items without a head is 30 days. A fee of $1 day will be charged for each day exceeding the storage period, calculated from the date of arrival at the warehouse.
Packaging instructions
We refuse all irregularly shaped or non-standard packaging.
Claims Instructions
(1) Compensation for Goods Value: The maximum compensation per package is $50 CAD. If the value of the goods is less than $50, compensation will be based on the actual amount, and the shipping fee will be refunded. If you have purchased insurance from our company, you can be compensated according to the value of the goods. For details, please consult our sales and customer service staff.
(2) No compensation will be provided for lost items due to incorrect address/name, privacy protection, etc.
- We are not responsible for lost, damaged, or returned items if they have been in our warehouse for more than 90 days.
- Warehouse will compensate for lost items without fault upon verification of the online order.
- For lost or detained packages after shipment (excluding sensitive goods): A signed receipt and unpacking video are required for verification. Compensation will be provided at 45 RMB/kg for the detained portion; shipping costs are non-refundable.
(4) Please provide purchase invoices, proof of payment, etc. when making compensation;
(5) If the goods cannot be delivered normally due to the recipient's reasons, we will assist in handling it, but we will not provide any compensation for the delay caused. Any expenses incurred shall be borne by the final recipient of the package.
(6) Our company shall not be liable for compensation if the goods are lost due to natural disasters (fire, flood, earthquake, etc.) or force majeure events such as local strikes;