https://www.elogx.us/faq.aspx

Frequently Asked Questions

We tried to think through any question you might have, and perhaps you might like some tips from us

Managing Your Membership

3PL's merely act as brokers or middle men to provide warehousing and transportation services for non-discernable products to non-discernable consignees.  

eLogX however procures, supplies, receives, carefully inspects and ships products across the globe directly to its known customers (i.e. the consignee), whilst ensuring that all cargo is non-hazardous and specifically prepared for safe transport on passenger and cargo airlines as per all ICAO and IATA regulations.

Furthermore, eLogX proprietary systems ensures that no product is restricted for either US Export, or destination Import, per all statutory and regulatory guidelines, especially IATA, etc.

Prior to any account activation, all eLogX customers are carefully screened for exclusion from the denied party lists as maintained by government authorities (e.g. OFAC, etc.) in the destination and origin countries.

Right away! You will receive a welcome email with your new suite details to ship to. In the meantime, our Customer Service team will verify Shipping compliance to ensure that we are able to ship safely out of the US.

Export POA - US Customs (even for exports from the USA) require international export documents and so we need to complete these on your behalf, therefore you must grant us a power of attorney so that we (or our Partner Carriers) can act as your agent to secure the export of your goods from the US.

Declaration of Shipping Compliance - We need to prove and to declare that all our shippers are not contravening any US and Transport laws relating to carriage of shipments through any network we engage with, and in specific relating to Exports. This will also help our customers in understanding compliance to Export Regulations. Ultimately, US Customs holds both the shipper and you the consignee responsible, but we try to help to avoid breaches wherever possible.

Do I need to submit a USPS Form 1583? - No. eLogX does not provide a Mail forwarding service, therefore this document isn’t required.

Sign in to your account, click the membership area at the top-right of the screen and click on Edit My Profile. Here you can see your current membership package.

To change your membership, click on the Change button next to your package. To view our policy on changing your membership, please click here.

In accordance with our terms and conditions, you may not give your login details to another person in order to avoid additional subscription charges. eLogX reserves the right to levy Club shipping charges.

Please note that you may only change your shipping address one time in a month by opening the membership menu at the top-right and clicking on "Edit My Profile". On this page you can update your shipping address.

Please click here or scroll to the bottom of the page where you will find another link to our Terms and Conditions.

All payments for charges are likely to be shown as ConvergEX on your statement and not as eLogX. This is entirely normal.

 

eLogX will simply debit your credit card we have on our secure storage prior to shipping. Don’t worry, we will not ship unless we have a clearance on the card to ensure that there are sufficient funds to pay for the shipping costs. 

Our partner carriers will make contact with you to settle outstanding customs charges that your country’s customs authorities have deemed appropriate to clear for delivery. These charges are not determined by eLogX and are not discretionary. Carriers may not deliver to you until these charges have been settled by you. If you have questions on what these charges may be, please contact us and we can make enquiries on your behalf.

This is merely a verification charge to establish a proper link to your card to ensure all billing will work properly, we don’t want to wait until your shipment arrives and we have wait to check. This will be credited back to your account upon successful verification.

 

Short answer is Yes!

Its good to be careful with debit/credit card, and we encourage all our customers to continue to be careful when shopping online. 

We do not store any credit card data, this is stored by our Payment Gateway partners. We’ve made sure our payment gateways are fully compliant with Payment Card Industry Data Security Standards (PCI DSS).

All charges are billed in US Dollars, however your bank will convert US Dollars into your local currency at their rate of exchange. Please note that this rate of exchange is never determined by eLogX.

In Air transportation, airlines charge on the greater of volumetric weight or actual weight. What that means is that they need to consider BOTH size in terms of space taken on an aircraft, and the actual weight.

To see how dimensional weight is calculated, click here.

eLogX accepts most major credit and debit card brands. We will verify your card online through our secure portal. You may also wire funds to us by arrangement.

You may change your shipping address 1 time in a month by opening the membership menu at the top-right and clicking on "Edit My Profile". On this page you can update your shipping address.

Sign in to your account, click the membership area at the top-right of the screen and click on Edit My Profile. Here you can see your current membership package.

To change your membership, click on the Change button next to your package. To view our policy on changing your membership, please click here.

This is merely a verification charge to establish a proper link to your card to ensure all billing will work properly, we don’t want to wait until your shipment arrives and we have wait to check. This will be credited back to your account upon successful verification.

 

In accordance with our terms and conditions, you may not give your login details to another person in order to avoid additional subscription charges. eLogX reserves the right to levy Club shipping charges.

Please note that you may only change your shipping address one time in a month by opening the membership menu at the top-right and clicking on "Edit My Profile". On this page you can update your shipping address.

Short answer is Yes!

Its good to be careful with debit/credit card, and we encourage all our customers to continue to be careful when shopping online. 

We do not store any credit card data, this is stored by our Payment Gateway partners. We’ve made sure our payment gateways are fully compliant with Payment Card Industry Data Security Standards (PCI DSS).

Please click here or scroll to the bottom of the page where you will find another link to our Terms and Conditions.

All charges are billed in US Dollars, however your bank will convert US Dollars into your local currency at their rate of exchange. Please note that this rate of exchange is never determined by eLogX.

Contact Details

8190 Woodland Center Blvd
Tampa, FL, 33614
USA
Tel: +1 (813) 444-0385
Email: cs@elogx.us
Open: 9 am – 5 pm EST Mon – Fri*
* excluding major US holidays
EV SSL

Contact Support

Tel: +1 (813) 444-0385
Email: cs@elogx.us
Open: 9 am – 5 pm EST Mon – Fri*
* excluding major US holidays

Our Seal of Security

EV SSL

Shopping Online

  1. Jump on your favorite online sites, or look for new ones to shop at. Using your approved credit card, buy and checkout requesting delivery to your eLogX suite. You will get a welcome mail shortly after registration showing your suite details that you should enter as your delivery address at checkout;
     
  2. Wait for your email confirmation from your store that items will be shipped. We always advise to keep this handy somewhere, especially for tracking your order with the store;
     
  3. Wait for your email confirmation that your parcels have been received into your suite, you may then login to your suite to see what is there, and instruct what and when you want your stuff shipped;
     
  4. Finally, await your delivery to your door, but stay tuned in case someone needs to be in touch to get your stuff through customs.

 

Arrange with your bank to have eLogX added as a secondary shipping address, or contact us and we can arrange a transaction under our personal shopper program.

Simply contact our Customer Service specialists via the Contact Us page and we will guide you through making an exceptional purchase.

There are a number of steps that you should be pretty diligent in exercising. Here’s some careful hints on what to watch for and steps to take to avoid being exploited, remembering that there are professional scammers looking to take advantage of unsuspecting shoppers:

  1. Be careful with click through to URLs, these can often lead to false sites, whilst even looking like the real thing and promise security.
     
  2. Stick to respected sites.
     
  3. Check what security measures your card issuer advises when buying online, and check what security they offer against fraud.
     
  4. Always look through the security deployed in a site, and look for addresses that start with “https” and watch for warnings that your browser offers.
     
  5. Avoid using public Wi-Fi, especially when entering secure information like credit card and personal details. Also, be careful when buying by cell phone. Rather wait to shop when connected to a router with security and firewalls.
     
  6. Be suspicious about what information is being asked for, if you think that there is a little too much being asked for, then call the call center line to satisfy your concerns. Don’t share information, especially credit card information, via email and check how your information is being stored. A reputable retailer will have a security policy on storage of your details which you should review.
     
  7. Opt for known virtual payment type options (e.g. PayPal), and be careful with Debit Cards as your cash is removed immediately. There are also options for disposable debit card numbers that have alternate numbers for one time use.

The eLogX website sits behind a secure HTTPS connection, with up to 256-bit encryption. No credit card information is stored locally, and is stored within the secure environment of a secure Merchant Payment Processing Portal. Personal details are only used for the services you sign up for and never shared.

eLogx will send you a scan as soon as we have received your stuff into our Warehouse. Sometimes the retailers or online stores will send you a tracking update which shows delivered, and this may very well be the case, but we want to alert you too that your stuff has been received by us, together with the details we ascertained of the parcel received.

Its not impossible that goods may get damaged in transit to eLogX, however, most stores have a very good returns policy. If it is possible to clearly see damage in packaging, we will alert you to make contact with the retailer who sold you the items. We will await your instructions on returns to the retailer. A surcharge may apply to handle the return.

Simply contact our Customer Service specialists via the Contact Us page and we will guide you through making an exceptional purchase.

Managing Your Shipments

You may elect to have Shipment Value Protection to your shipment for added peace of mind. Shipment Value Protection provides financial protection against physical loss or damage of goods, subject to specific limitations and exclusions.

Limitations and exclusions

Shipment Value Protection covers items in transit worldwide, although temporary restrictions may apply from time to time as a consequence of, but not limited to, political, terrorist, nuclear and war risks, or on the advice of government officials. It does not cover the following:

•delay;
•ordinary leakage;
•loss in weight or volume, or wear and tear of the shipment;
•loss, damage or expense caused by insufficiency or unsuitability of packing or preparation of the shipment;
•loss, damage or expense caused by inherent vice or nature of the shipment;
•loss, damage or expense attributable to the willful misconduct by the customer or its agents;
•loss, damage or expense caused by delay;
•loss, damage or expense arising from the use of any atomic or nuclear weapon or radioactivity.
 

Basis of loss settlement

•Cover is limited to the value declared by the shipper, replacement cost, invoice value or actual cash value whichever is the lowest. Evidence may be requested to substantiate the declared value in the event of a claim.
•In the event of total loss of your shipment, with Shipment Value Protection, you will also be entitled to a refund of the shipping charge. In the event of a partial loss, you will be entitled to a refund of the relevant proportion of the shipping charge.
•When more than one shipment covered by Shipment Value Protection is subject to loss or damage arising from a single event, the maximum aggregate compensation for all such shipments is limited.

In addition to Dangerous Goods items, certain items are not deemed acceptable for carriage or sending to your country (this is not an eLogX election). Please click here for more information for country specific information. 

The examples below are a guideline but not necessarily the entire list, for more information please contact us

  • Animals
  • Antiques (breakable and/or fragile)
  • Articles for Weapons & Warfare (Export Specifically Prohibited under ITAR regulations) or any Tactical Equipment 
  • Asbestos
  • Cash, currency (including counterfeit or imitation) or any bills of exchange (including Checks, Credit Cards and readers, etc.)
  • Certain Wireless Electronics not approved for use in destination countries
  • Counterfeit items or any items that might infringe Intellectual Property Rights
  • Drugs - controlled substances and narcotics
  • Explosive, Toxic and Dangerous Products
  • Firearms and Weapons, or any accessories or parts thereof
  • Furs, Skins, Tusks or other Animal Parts 
  • Gambling articles including apparatus, poker chips and lottery tickets
  • Hazardous/Dangerous Goods (as defined in IATA Regulations)
  • Human Remains or body parts, including ashes
  • Lithium Ion or Lithium Metal Batteries (click here for some exceptions)
  • Perishable products
  • Personal Mail
  • Pornographic & Political Materials may be prohibited in many countries
  • Precious metals & stones
  • Property, the carriage of which is prohibited by any law, regulation or statute of any federal, state or local government of any country to or through which the shipment may be carried.
  • Sharp objects
  • Tobacco products of any description

Dangerous goods are solids, liquids, or gases that can potentially harm people, other living organisms, property, or the environment if improperly declared, packaged and handling. In most cases, these commodities are subject to restrictions in terms of how they are shipped. In the United States and some other countries dangerous goods are more commonly known as hazardous materials, (abbreviated as HAZMAT or HazMat). Furthermore, different countries have differing requirements and restrictions, in addition to airline and US export restrictions or absence thereof. 

 

Dangerous goods include materials that are radioactive, flammable, explosive, corrosive, oxidizing, asphyxiating, biohazardous, toxic, pathogenic, or allergenic. Also included are physical conditions such as compressed gases and liquids or hot materials, including all goods containing such materials or chemicals, or may have other characteristics that render them hazardous in specific circumstances.

 

A comprehensive list of dangerous goods articles may be found here

Please familiarize yourself with the Shipping Rules and Restrictions for export from the U.S. as well as any import restrictions into your destination country. A list of these Restricted, Hazardous and/or Prohibited Items can be found here.

We try to carefully pack and optimize so that we take care of your stuff as best as we feel fit, whilst not creating excessive dimensions that will cost more. Once we have packed we will alert you to check out to settle your shipping costs.

 

Once you create a Ship Request, we will generally ship within 24-48 hours, or you may select to ship right away which may attract an Expedited Shipping Fee. Or we may hold until you tell us to ship whatever is in your suite at a time convenient to you.

eLogx will send you a scan as soon as we have received your stuff into our Warehouse. Sometimes the retailers or online stores will send you a tracking update which shows delivered, and this may very well be the case, but we want to alert you too that your stuff has been received by us, together with the details we ascertained of the parcel received.

  1. Jump on your favorite online sites, or look for new ones to shop at. Using your approved credit card, buy and checkout requesting delivery to your eLogX suite. You will get a welcome mail shortly after registration showing your suite details that you should enter as your delivery address at checkout;
     
  2. Wait for your email confirmation from your store that items will be shipped. We always advise to keep this handy somewhere, especially for tracking your order with the store;
     
  3. Wait for your email confirmation that your parcels have been received into your suite, you may then login to your suite to see what is there, and instruct what and when you want your stuff shipped;
     
  4. Finally, await your delivery to your door, but stay tuned in case someone needs to be in touch to get your stuff through customs.

 

We always try to make sure that we use the best carriers to meet cost and service expectations of our customers. Generally however, we use DHL Express for our shipments.

Its not impossible that goods may get damaged in transit to eLogX, however, most stores have a very good returns policy. If it is possible to clearly see damage in packaging, we will alert you to make contact with the retailer who sold you the items. We will await your instructions on returns to the retailer. A surcharge may apply to handle the return.

Arrange with your bank to have eLogX added as a secondary shipping address, or contact us and we can arrange a transaction under our personal shopper program.

eLogX will simply debit your credit card we have on our secure storage prior to shipping. Don’t worry, we will not ship unless we have a clearance on the card to ensure that there are sufficient funds to pay for the shipping costs. 

Using our decades of experience in shipping and handling we will ship in the most appropriate form of packaging and the most appropriate way to minimize potential damage. In these cases, we may need to make special arrangements for outsize packaging or palletizing, but we’ll be in touch. In all cases, we insist on insurance on these shipments to protect all parties, including you.

Please note that there may be times where we simply cannot accept items for carriage, e.g. they are dangerous for Air travel, or they are banned for export from the US or import into your country. In this case, we will alert you and you can make arrangements with the store to have the items returned, and levies may be charged for extra handling. Always consider what you might take with you on a flight you are taking and how you would need to pack it to be safe.

You may change your shipping address 1 time in a month by opening the membership menu at the top-right and clicking on "Edit My Profile". On this page you can update your shipping address.

Our partner carriers will make contact with you to settle outstanding customs charges that your country’s customs authorities have deemed appropriate to clear for delivery. These charges are not determined by eLogX and are not discretionary. Carriers may not deliver to you until these charges have been settled by you. If you have questions on what these charges may be, please contact us and we can make enquiries on your behalf.

We always try to make sure that we use optimize (in our opinion) the best packaging whilst meeting cost and service expectations of our customers. Sometimes retailers send items in large and heavy packaging which could cost you much more, or could get badly damaged if we shipped them straight to you in the packaging we received it in.

In Air transportation, airlines charge on the greater of volumetric weight or actual weight. What that means is that they need to consider BOTH size in terms of space taken on an aircraft, and the actual weight.

To see how dimensional weight is calculated, click here.