China Post: 86 10 11185 EMS: 86 10 11183

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China Post Service FAQ

Q: Why can't I track my China Post package?
A: For no tracking records of your tracking number, it may be caused because you typed the numbers wrongly. You should make sure that you have typed the correct number. Also, the shipment information needs some time to be shown up in the system after you send the parcel. You are suggested to wait for one or two days to check. If you still can't see the records, please contact the sender to ask if he/she has shipped it. Read more about Why Can't I Track My China Post Package?
Q: In the last many days I did not get any update. Where is my parcel? Is it lost on the way?
A : No more update doesn’t mean lost. There are many situations about this:
1. It may couldn’t be tracked after it leaves the first station of China because it’s China Post Ordinary Packet. Tracking number formats of China Post Ordinary Packet: UC123456789CN,123456789 . Most of the retailers on eBay, Wish, or Aliexpress like to use this way to send cheap price items.
2. It couldn’t be tracked after it leaves China. This also happens for China Post ordinary packet. 
3. If the parcel has been exported, the shipping status will not be updated until the parcel arrives in the destination country. This period may last for 7-60 days depending on different shipping methods. 
4. The carrier may omit to enter the tracking information.
5. Your package may have been lost during the transportation period.
If your package stuck, please read more about Why is my package stuck in transit for so long?
If your package lost, please read more about The Reasons That Cause the Loss of Parcels
Q: How long does it take to ship via China Post?
A: It’s hard to give a definite answer about the days it takes to ship via China Post. The delivery time differs with different ways to send the package and different destination countries. In most cases, international packages sent though China Post could be delivered between 15-60 days. Some package sent through economic ways may take as long as 3-6 months to be delivered. Read more about How Long Does It Take to Ship via China Post?
Q: How do I track a package from China?
A: First, you need to get the tracking number of the package from the sender. With the tracking number, you can track the location of the package at any time. If you placed an order from an online shop in China, you usually can find the tracking number from the order details. If you couldn’t find it, you can contact the seller to ask for the number. If you are the sender, the staff of China Post will provide you with the tracking number. Read More about How to Track A Package From China?
Q: What are the items China Post forbidden to send?
China Post couldn’t deliver liquid item, items with battery inside, magnetic items, liquid items, firearms ammunition, explosive items, compressed and liquefied gases and their containers, flammable liquids, oxidants and peroxides, toxic substances, biochemical products, infectious substances, radioactive material etc. 
Q: What's the format of China Post tracking number and where to find it?
A: A China Post tracking number is a combination of 13 alphabetic and numeric characters. It starts with "R" for small parcel and "C" for large package with another letter and 9 digits followed. At the end are two letters. For example: CP123456789CN. On the mailing label or voucher, you can find the Shipment ID to track. If it's sent by a seller, you can ask the seller to give you the tracking number. 
Q: My parcel was stuck at somewhere for some days. Could you update the information?
A: ChinaPostalTracking is a tracking website getting tracking data from different couriers and providing the tracking information to you for free. We are not logistics companies thus could do nothing for the delivery process. Only when the courier updates their data, could we update it accordingly. If you find your parcel stuck at somewhere over ten days, you’d better contact the local courier to check it for you. 
Q: What to do if tracking status says 'successfully delivered' but I didn’t receive it?
A: In general, if the package showing 'successfully delivered', it means the recipient has got it. If you didn’t get it, better first check P.O box or ask your friends or neighbors. One of them may receive it for you.

Another situation is the courier delivered it to the wrong address. You need to contact the seller to confirm if the tracking number is right. The seller may give you a tracking number of another customer. If the number is right, he may filled the address by mistake. If all are right, there is a chance that your local courier sent it to a wrong address by mistake or it was stolen after the courier delivered to your address. You need to contact the courier who delivered it in your country to reflect the problem and check it for you as soon as possible. If the package couldn't be found, you have the right to ask for refund or require to send one again to you from the seller. 
Q: What should I do if the package delivery failed?
A: If tracking status showing ‘delivery failed’, it means the carrier has tried to deliver it to the recipient but couldn’t do it successfully because of the wrong address or the recipient couldn’t be connected through phone. When this happens, most of the carrier would keep the package at the post office for about two weeks. You need to contact the carrier as soon as possible to ask for redelivery. Or, it will be returned back to the sender after two weeks. 
Q: Why do I receive a package from China that I didn't order?
A: Many customers reflect that they have received unknown packages from China that they didn’t order. Why? What should you do if you receive a package you didn't order from China?
Q: What does "collection", "opening", "dispatching", "departure from outward office of exchange", "arrival at inward office exchange" status mean separately in the tracking result?
A: "Collection" means that your parcel has been received by the post office.
"Dispatching" refers to the parcel leaves from the previous office for the China post export port in another city.
"Opening" means that the parcel has arrived at the local processing center and is being processed. Or the large pacakge which includes your parcel and others is opened by the China customs to check and shipped out. (Your parcel is not opened.)
"Departure from outward office of exchange" means that your parcel is ready for shipment to the destination country.
"Arrival at inward office exchange" means your parcel has arrived at the destination country.
Q: I didn't get my parcel. Can I get the refund from you?
A: No. We are a third party package tracking platform and not the online merchants. It’s the seller where you bought the item you should contact to get the refund. Read more about The Compensation Standards for Lost Packages
Q: I sent the package back to China and it's stuck at the customs. What should I do?
A: 1.If it’s tax-exempt items, it could be released directly within 7 days. In some situations, it may be delayed.  You may wait for a longer time. 
2.If it needs to declare or levy taxes, the customs will notify the recipient in China to go through customs procedures. Generally, they will send a message to the recipient’s mobile phone or call the receiver. The recipient usually needs to fill the forms required to the customs. After the customs checked and they will release the package. Later, China Post will deliver it to the receiver. 

Read more about What should I do If the package I send back is stuck at the customs?
Q: The parcel address is wrong. Could you change it for me?
A: In general, once the package is sent, the recipient’s address couldn’t be changed. You’d better track its status and once finding it arrives in the destination country, contact the local carrier to ask if they could change the address for you. Read more about What Should I Do if the Shipping Address is Wrong? 
Q: Could you confirm my address through my tracking number?
A: No. We only provide tracking service here. Address is the private information. Only the shipper or courier knows it. If you want to confirm your address, you need to contact the sender to verify. 
Q: Can you tell me the size and weight of the package?
A: Sorry, we couldn't have the size and weight information for the packages. It couldn't be known though the tracking number. You need to contact the seller to ask. 
Q: What are China Post Air Parcel, Surface Air Lift (SAL) Parcel, and Surface Parcel?
A: Air Parcel: refers to international parcels transported by air;
Surface Air Lift (SAL) Parcel: refers to international parcels transported within the sending and receiving countries by sea and land, and by surplus air capacity between the countries;
Surface Parcel: refers to international parcels transported end-to-end by railway, automobile, or ship.
Q: How long will China Post parcel arrive at my country?
A: There is no exact arrival time for China Post international parcels. If you choose Air Parcel service, it needs 5-10 days to China neighboring countries, 7 – 15 days to European and American countries and 7 – 30 days to other countries. For Surface Air Lift (SAL) Parcel it needs 15 – 20 days and for Surface Parcel it needs 40 – 70 days. If you parcel is urgent, you are suggested to use China Post Air Parcel. More time are needed during holiday seasons.
Q: Which kind of articles are prohibited from import and export by customs of China?
A: The following items are prohibited from entering or leaving China:
Weapons of all varieties, ammunition and explosives of all kinds;

Forged currencies and counterfeit negotiable securities;

All kinds of lethal poisons; Animals, plants and their by-products with hazardous germs or pests, including, meat, skins, horns ect.;

Food, medicine or other articles coming from epidemic areas that is harmful to human health, obstructive to hygiene and infectious;

Please click China Import and Export Regulations 2020 to get the full list. 
Q: How do I contact the official China Post customer service?
A: If you are in China, you can dial 11185 which is the official service number of China Post directly. If you are outside China, please dial [+86]10-11185 to contact. If you are convenient, you are suggested to go to the local post office to ask your problem or go through related procedures.

Other contact ways:
Address: No.3 Financial Street, Xicheng District, Beijing
Zip Code: 100808
Q: How to avoid international cross-border shopping scams online?
A: Many consumers have special preference for international cross-border shopping online especially from China. Here are tips help you how to avoid being deceived:

EMS Service FAQ

Q: How to Fill the International Express Mail (EMS) Waybill
A: The names and addresses of the recipient and the sender should be filled out in French, English or the common recognized language in the country (region) of the destination. Read more about How to Fill the International Express Mail (EMS) Waybill
Q: What's the format of EMS Tracking Number and where to find it?
A: The tracking number (Shipment ID) of EMS consists of 13 characters. It begins with "E" (represents Express Mail) and another letter and ends with "CN" or "CS". Between them are 9 digits. For epacket/EUB, the number starts with "LK". For China International Express, it begins with "CT". The number can be found on the mailing label or receipt.
Q: How long does it take for a EMS tracking number to work?
A: It takes some time for the shipping information to show up in the system. Normally, the tracking information will be displayed 4 hours after the processing. But it may take 2 to 3 days even for weeks for some parcels. This depends on when your item is dropped off and ESM scans it.
Q: How to use EMS ePacket from China?
A: China EMS doesn't provide ePacket service to individuals. ePacket in China is only available for online merchants on eBay, AliExpress etc. If you are a retailer, you can choose ePacket as your way of delivery on eBay etc. directly. If you are not a retailer online, you can only contact an express agency to send your package through ePacket. 
Q: Is ePacket available to Philippines?
A: No. It’s not available at present. As of July 2018, there are 38 countries and areas that you can ship to using China Post's ePacket service. It will be expanded to more countries and regions in the future. Click to get List of Countries You Can Ship to via ePacket.
Q: What's the valid period of International EMS tracking?
A: The valid period of international EMS tracking is within 4 months from the next day of posting.
Q: What does NULL PVG or NULL PEK mean?
A: NULL is an error caused by the system of China EMS tracking system. In fact it means that your package is being transferred to Airport. PVG refers to Shanghai Pudong Airport and PEK means Beijing international airport.
Q: How can I contact official China EMS customer service?
A: The official customer service number for China EMS is [+86]10-11183. After hearing a short Chinese welcome message, you will hear "For English service, press 8". Pressing 8 and wait for a second, you can connect the customer service and ask your question in English. For email service, you can write to 

Questions and Answers

Missing package

0 Answer(s) | Asked by Swhite | 2/7/2023 4:07:41 PM

Where do I pick up my parcel???

0 Answer(s) | Asked by Janice | 2/7/2023 3:39:07 PM

Gone back to original postage area

0 Answer(s) | Asked by Lana | 2/7/2023 3:15:17 PM

Sending package from EU to CH

0 Answer(s) | Asked by MikeG | 2/7/2023 2:59:12 PM

Enquire regarding sending a parcel

0 Answer(s) | Asked by Armand | 2/7/2023 12:47:59 PM

Mi parque dice que está extraviado y no se cómo recuperarlo me pueden ayudar

0 Answer(s) | Asked by Mi paquete está extraviado que | 2/7/2023 11:50:00 AM


0 Answer(s) | Asked by Sandra | 2/7/2023 11:44:10 AM

how long it takes for delivery?

0 Answer(s) | Asked by jaylewis601 | 2/7/2023 9:07:10 AM

Where is my parcel? I didn't get it. Even its in seychells already.

0 Answer(s) | Asked by Vijya siyani | 2/7/2023 8:49:51 AM

where is my package currently located?

0 Answer(s) | Asked by Myung-Yoon Kang | 2/7/2023 7:15:27 AM

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