Frequently asked questions

No. CarryFree Shanghai is an independent, appointment-based local service. Our Shanghai team meets customers in the confirmed public area at PVG, Hongqiao Airport or Hongqiao Railway Station and coordinates the driver and delivery directly.

不是。CarryFree Shanghai 是上海本地独立运营的预约制服务。工作人员在浦东机场、虹桥机场或虹桥火车站经确认的公共区域与客户交接，并由本地团队直接协调司机和送达。

Submitting the form creates a request. We review the route, handover time, luggage and vehicle capacity, then send the final price and payment instructions. The booking becomes confirmed only after we acknowledge payment in writing.

提交表单后会先生成预约申请。客服审核路线、交接时间、行李和车型容量，再发送最终价格及付款方式。收到款项并由客服书面确认后，订单才正式生效。

For scheduled delivery, the first bag is ¥149 / US$22, the second adds ¥79 / US$12, and each bag from the third adds ¥55 / US$8. One-bag bookings are welcome. Six to twelve bags show a reference minimum and require vehicle confirmation; thirteen or more require a group quote.

固定班次首件为 ¥149 / US$22，第二件增加 ¥79 / US$12，第三件起每件增加 ¥55 / US$8。单件也可以预约。6–12 件显示参考起价并须确认车型；13 件及以上须获取团队报价。

A standard bag is up to 25 kg and 180 cm in total length, width and height. A 25–32 kg heavy bag adds ¥100 / US$15. Anything over 32 kg or 180 cm, plus strollers, golf bags, large cartons and unusual items, needs photographs and a manual quote before acceptance.

普通行李每件不超过 25 公斤，长宽高之和不超过 180 厘米。25–32 公斤重型行李每件加收 ¥100 / US$15。超过 32 公斤或 180 厘米，以及儿童车、高尔夫包、大纸箱和特殊物品，须提供照片并人工确认。

After confirmation, we send the exact T1 or T2 photo guide and contact details. The meeting takes place in a public arrivals area. Please choose your planned handover time after immigration and baggage claim, not your flight landing time.

订单确认后，客服会发送 T1 或 T2 对应的实景图片指引和联系人信息。交接地点位于公共到达区域。预约时间应填写完成入境和提取行李后的计划交接时间，而不是航班落地时间。

Choose the correct Hongqiao terminal or railway station when booking and enter your flight or train number. Support confirms the exact public-area meeting point and time in writing before payment. Please follow that confirmation rather than the PVG photo guide.

预约时请选择正确的虹桥机场航站楼或虹桥火车站，并填写航班号或车次。客服会在付款前书面确认公共区域的准确集合点和时间，请以该确认信息为准，不要使用浦东机场图片指引。

Usually yes, but you must confirm that reception accepts luggage under the same guest or booking name. For pickup, leave the bags, storage receipt and agreed identification details with reception. Private addresses and Airbnb handovers require someone in person and add ¥150 / US$22 per address.

通常可以，但客户须先确认前台愿意按照相同入住姓名或预订姓名接收。酒店取件时，请留下行李、寄存凭证及约定的识别信息。私人住宅和 Airbnb 须有人现场交接，每个地址加收 ¥150 / US$22。

Contact us as soon as the delay is known. When capacity allows, we move the booking to the next scheduled run. If arrival is after the final run, we may offer next-day delivery, storage or a separately priced priority option. Keep WhatsApp, WeChat or your phone reachable.

确认延误后请尽快联系客服。有运力时会将预约顺延到下一固定班次；晚于最后班次抵达时，可能改为次日配送、寄存或另行报价的加急服务。请保持 WhatsApp、微信或手机畅通。

We photograph bags at handover, may apply security seals, update the order status and provide delivery proof. You can track the request with your reference and booking email. For hotel delivery, the proof may show the bags accepted by reception.

交接时会拍摄行李外观并可使用防拆封签，运输过程中更新订单状态，送达后提供凭证。客户可使用订单号和预约邮箱查询。酒店代收时，凭证可能显示行李已由前台接收。

Do not pack cash, passports, original identity documents, jewelry, weapons, dangerous goods, illegal items, living animals or plants, leaking goods, perishables or undisclosed valuables. Keep medicines, travel documents and essential electronics with you.

请勿放入现金、护照和身份证件原件、珠宝、武器、危险品、违法物品、活体动植物、渗漏物、易腐物品或未申报贵重物品。药品、旅行证件和重要电子设备请随身携带。

Changes depend on staff and vehicle availability. The current trial policy is a full refund at least six hours before pickup, a 50% charge within two to six hours, and no refund within two hours or for a no-show. Flight disruption is reviewed reasonably when you contact us promptly.

订单变更以当时人员和车辆运力为准。当前试运营政策为：取件前至少 6 小时取消可全额退款；2–6 小时内取消收取 50%；不足 2 小时或未出现不退款。航班异常时，请及时联系客服，我们会结合实际情况协调。