The uncertainty surrounding the delivery time of packages can be unnerving. Where is it? When will it arrive? What will happen if I’m not home to receive it? Luckily, a lot of this uncertainty can be dismissed by simply tracking your order. Follow the steps below to learn how.
Step 1: After you are logged in, you can access your Order History through the My Account page or by clicking on My Orders in the top right of the screen.
Step 2: The Order History page looks like this:
Step 3: Click on View Details of the order you wish to track and you will be redirected to the Order Details page.
Step 4: Now simply click on View Tracking for the item you wish to track and detailed - though not always perfectly translated - information will appear. You'll often see the phone number of the delivery person there as well, in case you (or a helpful Chinese-speaking friend) would like to contact them.
I’m getting a “No Results” page when I try to track my items. What’s going on?
If you are seeing a “No Results” page after clicking on In Transit, then it most likely signifies that the seller hasn’t shipped your item yet. It is not unusual for a seller to ship a day or two after the order has been placed. We allow all sellers up to 3 days to ship an item before we take action. If a seller hasn’t shipped within 5 days and has been unresponsive, we will cancel the order and issue you a full refund.
When viewing the tracking info, I’m seeing my item marked as “received” but I never got it!
Don’t worry! Your package is most likely very near. If you are not at home to receive a delivery, the delivery man will give you a ring. If you fail to answer the call or you are unable to communicate, then the delivery man will likely do one of the following:
- Leave your package with compound security
- Leave your package with the management office or reception
- Leave your package by your door
- Leave the package in a designated pickup locker or location within your compound
Ask around your compound where packages may get delivered. Some delivery men will leave packages in unsuspecting locations. If the courier is unable to leave the package in the above locations, they may return it to the seller, and you should see this update in your tracking details. Be sure to let us know so we can get your item reshipped to you!
Please contact us within 5-7 days of your tracking information stating your package has been signed. The earlier we can help, the higher the likelihood your package will be tracked down successfully. Rest assured, we will always do our best.
For help tracking down an item you have ordered, please complete the form below. Your request will be submitted to our logistics team, who will follow up as soon as they have located your parcel.
Note: We do not provide assisted tracking within 72 hours of placing an order.