Tracking Your Order

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 orders by clicking your account name in the top right of the screen and selecting "My Orders".

Step 2: Now simply hover on the item you wish to track, and then click on View Tracking on the product details box. Tracking information will appear, translated from Chinese. 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 seeing the message, "Your order has not yet shipped. You’ll see updates here once it does." when I try to track my items. What’s going on?

This message 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:

  1. Leave your package with compound security
  2. Leave your package with the management office or reception
  3. Leave your package by your door
  4. Leave the package in a designated pickup locker or location within your compound

It's good to get familiar with how packages are normally delivered in your compound. The Baopals service team is of course standing by to help you whenever you need help tracking down a package.

If the courier is unable to leave the package in an appropriate location, 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 if your tracking information states that your package has been signed for. The earlier we can help, the higher the likelihood your package will be tracked down successfully. Rest assured, we will always do our best.

Feel free to use our handy request form by clicking "Need Help?" when viewing your Order History to tackle a wide variety of issues, including:

It's been over 48 hours and there is no tracking on this item.

If it has been over 48 hours and you are unable to view tracking on your item, we kindly ask you to submit a help request on the item by clicking Need Help? and we'll follow up with the seller.

The tracking shows it was delivered but I haven't received it.

If the tracking shows your item was delivered and you have not received the package, it is likely that your package is nearby. Common locations include pickup lockers, security offices, and building receptions. We recommend checking with building management to learn where packages are often left. Otherwise, submit the form below and a pal will be on the case!

The delivery of my item has stopped or gone the wrong direction.

If your package is traveling a large distance, it is not uncommon to see a stoppage in tracking for 1-2 days as the package is transported. If your item has changed direction, it is possible that the courier attempted to reach you by phone to coordinate delivery and failed to do so. Not to worry! Submit your request and a pal will track it down and make sure it gets to you.

I'd like to return this item for a refund.

Click here for guidelines and tips on returning items.

Please clearly explain your reason for returning the item below. With more information and clear photos, a speedy return is more likely. After your request is submitted, a pal will contact the seller and follow up with you by email to notify you of any updates.

In the meantime, be sure to keep the item in its original packaging so that it can be returned. Clothing items must have their original tags and labels.

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