China Shipping Outline

This page is for customers who have ordered items specified to be shipped from China. Please also read our full shipping policy.

Below is a short FAQ explaining the shipping process that provides detailed information on what can be expected when tracking and receiving orders. We recommend reading through this page before submitting inquiries to our support line.

Who is delivering my package?

Tracking numbers for orders from China will often link to a third-party tracking site (e.g. 17Track) rather than the website of a specific courier. In order to determine the courier that will be making the final delivery to a shipping address, customers will need to find the tracking number for the final segment of shipping within the routing history. This number is commonly referred to as the “last mile number” or the "agent tracking number."

In general, the final segment of the delivery will be handled by the local postal service (e.g. USPS in the United States). Searching the last mile number itself on 17Track will provide the name of the courier making the delivery.

Using the last mile number, customers may also track the package using web services provided by this courier (e.g. USPS Tracking®)

If the last mile number is nowhere to be found, it means that the initial courier has not yet begun to process the shipment. We ask our customers to remain patient as this information will be updated soon. 

Who do I contact if there’s an issue with the delivery?

If the package has already been handed to the final segment courier, please contact the courier themselves. For example, if the last mile number for USPS is trackable using the USPS website, please contact USPS for more information.

If the package has not yet been handed off to the final segment courier, please reach out to our support line for further assistance.

Why are logistics not completed by a single courier?

This is a relatively common practice in commercial logistics, especially for international shipments. Different couriers will have their own capabilities, and these efforts are combined to better streamline the entire process.

The situation is similar even for domestic packages shipped within the US—many orders are handled by private couriers such as DHL, UPS, or Pitney Bowes, but the final delivery is made by USPS.

Unfortunately, our Chinese logistic partners don’t have a very flexible system to display information, so we have the third-party tracking site 17Track display tracking information in a convenient manner for our customers.

What if it says my package is returned to the vendor?

We kindly request for our customers to keep an eye on the tracking updates for your order as missed deliveries often occur. Parcels unclaimed for too long or delivered to the wrong address may be returned by the terminal courier, and in such circumstances, we will be unable to offer a refund.

Due to our agreement with the couriers, it’s particularly important for customers to continuously monitor parcels shipped from China since we're unable to retrieve "returned" parcels, despite the tracking information displaying "returned to vendor." 

If your order was "returned" without a delivery attempt, we'll be able to offer one prompt reshipment as long as stock permits. However, the customer may be subject to an additional shipping charge. Please reach out for further assistance in this regard.

Please note: We cannot change the shipping address once the parcel is shipped. If you plan to move, please contact us to update your address before your order is shipped out. Orders that fail to deliver due to an invalid address are not eligible for refunds.