Help & Support

For courier, the maximum weight per individual piece is 30kg and dimensions should be able to fit through the airport x-ray machine (100 by 80cm opening). For heavier items we are still able to send via alternate means, please contact us for more info in such cases.

Please contact your local Royale International Customer Service Department for any claims process. The Royale International Group reserves the right to change or amend the Standard Trading Conditions at any time and without prior notice. A copy of Royale International's Standard Trading Conditions may be downloaded from this website.

Please refer to https://staging.royaleinternational.com/?route=special-restriction for further information.

Yes. In general, any individual who imports or exports any articles from/into Hong Kong (other than several exempt articles), are required to lodge import/export declarations within 14 days after the importation/exportation. Please contact your local Customer Service Department for necessary flight detail information if required.

You can track your individual shipment through our website (www.royaleinternational.com) by typing in the HAWB on the tracking page.

Yes. In general, there is no surcharge to hold packages for pick up during office hours.

Yes. Please note that additional restrictions and fees may apply for rerouting a package.

Special delivery can be arranged subject to surcharge.

Yes, we can arrange for COD/Freight collect overseas but country restrictions may apply.  Please check with your local Royale International 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.)

Yes, all non-document shipments require an invoice.

Please contact your local sales representative or email sales@royaleinternational.com

This is possible. To issue an airway bill, please log into your RIG account under the MyRIG Login tab from the homepage (www.royaleinternational.com) and follow the relevant instructions. For further information and assistance, please contact us.

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 a photocopy as this will not be valid. If you do not have supplies then please contact our staff who will prepare and email a copy to you.

Yes, pick up services during public holidays can be pre-arranged but may be subject to a service charge.

• Commercial invoice with commercial value for commercial goods.
• Proforma invoice is required for non-commercial goods.

Box shipments may attract volumetric weight. This is calculated by the industry standard length x width x height/5000 calculation to give you the volume weight. If greater than the actual weight then volume weight is charged. Volume weight is not charged on pouch shipments.

We cannot deliver to a P.O Box unless there is a Consignee’s name and telephone number available for us to contact prior for delivery arrangement.

Customs may re-assess the value of your shipment if it is deemed inaccurate and apply duty. It is important that the declared value of the shipment is accurate.

In some countries, shipments are subject to Tax and Duty charges imposed by the destination country.  It should be clearly marked on the airway bill if tax/duty is to be paid for by the shipper or consignee. Tax and duty rates vary on a country level so please ask us if any information is required. Tax and duty will be charged to Shipper/ Sender if the Consignee/ Receiver fail to pay.

Yes we offer a drop off service at our processing hub. Please contact us for more information.

Yes, we provide supplies of pouches, boxes and air waybills free of charge. Supplies materials will be delivered to you within 2-3 working days.

You can download a copy of the Account Set Up Form and Known Consignor Aviation Security Declaration Form on our corporate website (www.royaleinternational.com) and fax or email it back along with a copy of your company’s Business Registration Certificate to your local Royale International Sales Representative.  We will then contact you to activate your account. Alternative please simply give us a call and speak to one of our sales team who will be happy to help you open an account.

We provided customized one stop integrated courier and logistics solutions including courier, air freight, warehousing, mail, distribution and time critical services. For further information, please refer to the ‘Services’ tab which can be located on our homepage at www.royaleinternational.com.