Customer Support FAQ

  • Paysable has set frequently asked questions (FAQs) to give faster answers to customers' questions.
  • If you cannot find answers from FAQ, please contact customer service center. We're ready to help you.
  • For customers who have delays in transactions due to self-verification problems, please refer to contents on self verification for service usage first.
If the tracking information says that your package is delivered but your package does not appear on your delivery list, please go to the following URL and search the local tracking number:
https://warehouse.paysable.com/

The search result will be one of the following:

1. "Not Found"
This means that the package hasn't arrived at our warehouse. In this case, the sender may have sent your package to the wrong address or a wrong tracking number was provided by the seller. Please re-confirm with the seller regarding the address and tracking number. Then, please contact our customer service center and provide us the local tracking number of the package.

2. "Arrived"
This means that the package has safely arrived at our warehouse and is currently waiting to be processed as Import, so it is normal for your package to not appear on your list yet. Please kindly wait for a few more days. The process is usually completed with a few business days. However, when we experience a large volume of orders at once, it may take up to five business days. We appreciate your understanding and patience.

3. "Imported"
In this case, the package should appear on your list. If it does not, the package is probably sorted as "Unidentified Recipient", so please contact our customer service center and provide us the local tracking number of the package.
Yes, you can send it via DHL or sea parcel. Please note, however, that there may be limits in the number of battery-containing products per package.

Please note, also, that while DHL allows sending products with embedded batteries (for example, a battery-powered light stick), if the product itself is a battery (power bank, portable charger, etc.), it cannot be shipped via any shipping methods including DHL.
For EMS, EMS Premium, Airmail, and Sea parcel, please refer to the link below.
https://ems.epost.go.kr/front.EmsDeliveryDelivery09.postal?langtype=en


Currently, the DHL shipping fee is not fixed and is changing frequently due to the COVID-19 pandemic. However, if you provide the expected size and weight of your package through our customer service center, we will give you an estimated value for the DHL shipping fee.
To use our Delivery Service, please follow the instructions below:

1. Log in to Paysable. If you do not have an account, please sign up at the following URL:
https://www.paysable.com/eng/register/input.jsp

2. Go to the "DELIVERY SERVICE > My Delivery History" menu or the following URL, and check your private Paysable address:
https://www.paysable.com/eng/list/delivery.jsp

3. Use your private Paysable address as your shipping address when you purchase goods from your Korean seller.

4. Once your package arrives at our warehouse, the package will be added to your delivery list.

5. Select the packages you want to ship and request delivery. For detailed instructions on how to request overseas delivery, please refer to the "DELIVERY SERVICE > Delivery Service Tutorial" menu or the following URL:
https://www.paysable.com/eng/info/delivery_tutorial.jsp
If you want to use your private address, please input the following address as your delivery address:
Address (Kor): 경기도 부천시 부천로 238 가동 2층, (주)에이블유니온 [YOUR ADDRESS CODE]
Address (Eng): [YOUR ADDRESS CODE], Able Union Inc., 2F, Ga-dong, 238, Bucheon-ro, Bucheon-si, Gyeonggi-do
Zip Code: 14488

[YOUR ADDRESS CODE] is the five-digit number and one alphabet letter code that we gave you as your private address. For example, if your address code is #12345-A, your full address would be as follows:
경기도 부천시 부천로 238 가동 2층, (주)에이블유니온 #12345-A

The above is in the new address format which is the official address system in Korea since 2014. However, some sellers may still accept only the old address format. In that case, please use the following address:
Address (Kor): 경기도 부천시 원미구 춘의동 120-7, 가동 2층, (주)에이블유니온 [YOUR ADDRESS CODE]
Address (Eng): [YOUR ADDRESS CODE], Able Union Inc., 2F, Ga-dong, 120-7, Chunui-dong, Wonmi-gu, Bucheon-si, Gyeonggi-do
Zip Code: 420-859

Some sellers may require category-based input of the old address format. In that case, please follow the instructions below:
For 'Select Metropolitan Area', please select 'Gyeonggi-do'
For 'Select City', please select 'Wonmi-gu, Bucheon-si'
For 'Select Dong', please select 'Chunui-dong'
For 'Select Details', please select 'Chunui-dong 80-120'
For the rest of the address, please input '120-7 Ga-dong 2F Able Union Inc. [YOUR ADDRESS CODE]'
Paysable delivery fee consists of the service fee and the delivery method fee.

The service fee is charged by Paysable and consists of the following:
- Importing Fee: 1,000 KRW - 3,000 KRW per included package (1,000 KRW for mail, 1,500 KRW for parcel, 3,000 KRW for oversized parcel)
- Packaging Fee: 1,000 KRW - 3,000 KRW per included package (1,000 KRW for mail, 1,500 KRW for parcel, 3,000 KRW for oversized parcel)
- Box Fee: 1,500 - 3,000 KRW per box depending on the size of the box used. (Note: the box fee is charged only if a new box is used for repackaging)

The delivery method fee is charged by the delivery company (EMS, DHL, etc.), and depends on the size and weight of the package and the delivery method used.

Therefore, the total delivery fee will be as follows:

Total Delivery Fee = (Number of included mail (envelopes) x 2,000 KRW) + (Number of included parcels x 3,000 KRW) + (Number of included oversized parcels x 6,000 KRW) + (Box Fee) + (Delvery Method Fee)
Yes. If you select multiple packages on your list and request delivery, we will combine the packages and send them in one shipping. Please note, however, that when you request to ship a large number of packages, we may split the delivery into multiple boxes due to the size/weight limit of the delivery method.

When merging your packages, by default, we remove the original boxes and wrap only the contents in bubble wraps, and put everything in a big box. However, the following will not be opened and will be included as they arrived at our warehouse:
- Envelopes
- Boxes from third-party warehouses (such as other delivery forwarding services)
If you want to do otherwise, please write it in the memo section when you make the delivery request.
If your seller didn't write your private address correctly, the packages will be sorted as "Unidentified Recipient" packages and the packages will not appear on your delivery list.

If any of the packages you ordered does not arrive in time, please contact our customer service and provide us the local tracking number of the package.
We offer three years of free storage for your imported packages.
If customers request shopping malls to deliver goods to Paysable, Paysable will receive the goods and forward them to customers.
Paysable delivery service uses the largest domestic logistics center – so, it is cheaper and safer than foreign delivery services.