Help Center

Click the "Register" button at the top right of the website, fill in your email, phone number and other basic information, complete verification and you can start using our services.

For your first shipment, please prepare: 1) Complete recipient information (name, address, phone) 2) Detailed item information 3) Complete EZWay identity verification. Our customer service will assist you with your first shipment.

We support multiple payment methods: credit cards (VISA / Mastercard / JCB, issued in Taiwan or overseas), Apple Pay, Google Pay, Samsung Pay, Taiwan Pay, E.SUN Wallet, LINE Pay, JKOPay, ATM transfer, convenience-store code payment, and bank remittance. Monthly account customers can apply for credit terms. Mobile wallets have device requirements: web-based Apple Pay works only in Safari (it does not appear in Chrome, Edge or Firefox), Google Pay needs Android or Chrome, and Samsung Pay needs a Samsung device or Samsung Internet.

Shipping times vary by route: Mainland China approximately 3-5 business days, Japan/Korea approximately 3-7 business days, Europe/US approximately 7-14 business days. Actual times may be adjusted due to customs, weather, etc.

Shipping costs are calculated based on the greater of actual weight or volumetric weight. Volumetric formula: Length x Width x Height (cm) ÷ 10000 = Volumetric Weight (kg). Use our shipping calculator for quick estimates.

Consolidation service combines multiple packages into one shipment, saving on shipping costs. You can send items to our warehouse first, and we will help you repack and ship them together to Taiwan.

After logging into the member center, you can view the real-time status of all packages in the "Consolidation" page. You can also use the tracking number to directly check delivery progress.

Tracking updates may be delayed 24-48 hours, especially during customs clearance. If there is no update for more than 5 days, please contact our customer service.

If your parcel is confirmed lost, contact customer service immediately with the tracking number and we will help with the investigation and your claim. Compensation standard: for now, loss or damage is compensated up to three times that parcel’s shipping fee; optional declared-value protection (3% of the declared value, max NT$150; once available, compensation at the declared value up to NT$5,000) is coming soon; fragile items such as glass and ceramics are not accepted for shipping, and items shipped without disclosure are not eligible for compensation (fragile items, liquids, powders, batteries and battery-powered items, dangerous goods and prohibited items are not compensated with or without declared-value protection); the amount for damage is assessed case by case (report damage or shortage within 7 days of signing for the delivery). (The above compensation does not apply to precious metals and jewelry: they must first be insured by an insurance company, and HowBridge bears no liability for their loss or damage in transit; see the Terms of Service.) HowBridge currently compensates loss or damage up to three times the shipping fee, and optional declared-value protection (3% of the declared value, max NT$150; up to NT$5,000 once available) is coming soon; fragile items such as glass and ceramics are not accepted.

Personal imports exceeding NT$2,000 in dutiable value are subject to customs duties. Duty rates vary by product category. Use our tariff lookup feature for details.

Prohibited items include: drugs, firearms and ammunition, counterfeit currency, unquarantined animal/plant products, counterfeit goods, etc. Please confirm items comply with Taiwan import regulations before shipping.

EZWay is an identity verification app built and operated by Tradevan with its own investment and incorporated by the Customs Administration into the online customs-authorisation mechanism (not commissioned by Customs). Express parcels declared under online authorisation require verification and authorisation for smooth customs clearance. Please download the EZWay APP and complete identity registration.

After logging into the member center, click "My Bills" to view all historical billing details. You can also access bills directly through links sent by service providers.

After receiving a bill, you can choose online payment (credit card, Apple Pay, Google Pay, Samsung Pay, Taiwan Pay, E.SUN Wallet, LINE Pay, JKOPay, ATM transfer, convenience-store code payment) or bank remittance. Monthly account customers please complete payment before the due date. Mobile wallets have device requirements: web-based Apple Pay works only in Safari (it does not appear in Chrome, Edge or Firefox), Google Pay needs Android or Chrome, and Samsung Pay needs a Samsung device or Samsung Internet.

For refund requests, please contact customer service with relevant order information. After approval, refunds will be returned to the original payment account within 7-14 business days.

After logging into the member center, go to "Account Settings", click "Change Password", enter your old and new passwords to complete the change.

In the "Profile" page of the member center, you can update your name, contact phone, delivery address and other information. Some changes may require re-verification.

If you need to delete your account, please contact customer service to submit a request. Please note that all data cannot be recovered after deletion, and pending orders must be completed first.