“What should I do if the parcel from Aliexpress did not arrive?”- a very popular question among regular customers of the online store. Every day, tens of thousands of new orders are made on AliExpress, which are sent to their recipients using different ways delivery.
An insignificant part of the parcels, unfortunately, may be lost or delayed, which creates inconvenience for both buyers and sellers. The most common reasons for delay and loss postal items there may be difficult weather conditions, major events and holidays (Sales, Chinese New Year, etc.), sending an order by an unreliable carrier company, or fraudulent actions of the seller.
With over 7 years of experience in dealing with clients around the world, Aliexpress has learned to anticipate problems. The interface of the online store has a function called "Buyer Protection".
The essence of the aforementioned protection lies in the fact that the seller guarantees the delivery of the goods within a clearly defined time (maximum 60 days), and also promises that the goods will correspond to the specified description and characteristics.
In addition, the seller undertakes to return the full or partial cost of the order in case of violation of one of the points.
To solve the problem of missing and delayed mail, AliExpress has created its own shipping methods: AliExpress Standard Shipping and AliExpress Premium Shipping. Each order sent by these methods undergoes mandatory control, the parcel is assigned an individual international track number, which will be tracked, and the shipment is delivered to the recipient using verified carrier companies.
The lack of knowledge on what to do if the parcel from Aliexpress did not arrive provoked many situations when buyers lost their money. Users had all the tools and reasons to solve the problem in their favor, but did not use them, blaming AliExpress for everything.
What to do if the parcel from Aliexpress did not arrive
1. In order not to deprive yourself of the opportunity to demand a refund from the seller, regularly check the remaining Buyer Protection time. Often, buyers ignore this rule and end up with a “broken trough”.
The seller will not receive money for the order until Buyer Protection is in effect and the buyer confirms receipt of the goods and the absence of claims.
Note that all payments from buyers are in AliExpress accounts until the above time.
2. If there are no more than 5 days left until the end of Buyer Protection, but the order is still on the way - open a dispute. Not infrequently, sellers ask to cancel and close the dispute on the order, promising to return the money or send the goods again. Such proposals must be ignored and not accepted.
3. If the seller rejects your offer for a refund - do not close the dispute and do not despair! Be patient and wait 7 days for the dispute to escalate and the AliExpress administration to get involved in solving the problem. If the buyer did not receive the order on time, the arbitration will make a decision in his favor.
The process of returning money to the buyer lasts from 7 to 14 business days.
The information described in the article on what to do if the parcel from Aliexpress did not arrive should help beginners and experienced buyers to be more attentive to the functions of the site and mobile application, as well as to the shopping process in the online store.
Having ordered a product on Aliexpress and tired of waiting for it, the buyer begins to panic and wonders why parcels from Aliexpress take a long time. You should not be very worried about this, since there are certain terms during which the goods safely reach the customer, but sometimes you need to wait longer than a month.
It is important to control the process, because otherwise you can miss the deadline for the protection of the transaction, when the customer has the right to open a dispute and return the money in case of non-receipt of the goods.
If you are very interested in why an order with Aliexpress takes a long time, it is important to understand the delivery time. The standard time for delivery of a parcel to the buyer is from 20 to 45 days.
This period increases when it comes to the delivery of goods in the period January-February, since this is associated with the celebration of the New Year (first Russian, then Chinese).
The delivery time of the parcel depends on the delivery services used by the stores on the Chinese Internet site. For example, if the merchant sent a parcel to the state by chinese mail, then the customer will receive the goods after 30-45 days. When using the services of Singapore or Hong Kong mail, you can receive the ordered goods much faster - in 20-30 days.
We wrote about the approximate delivery times for each Aliexpress postal service in the article -.
If the customer does not want to wait for the standard number of days during which the goods usually reach the addressee, then when placing an order, it is better to choose delivery by a large logistics company, pay from $ 25 and not wonder why the package with Aliexpress takes so long. In this case, the buyer will be able to receive his goods in 7-20 days.
Sometimes goods with Aliexpress go for a really long time - over 2 months. This happens for various reasons that you should know in order to, if necessary, open a dispute on the site and return the money paid for the goods.
When a package with Aliexpress goes for a long time, this is due to:
- problems encountered at customs;
- congestion of postal services;
- carelessness of employees of these services;
- wrong specified address recipient when the customer made a mistake in his address;
- incorrectly specified address when sending, that is, the seller made an error when specifying the address of the customer.
The delivery time also depends on the type of transport by which the parcel was sent - by sea, rail, airmail. There is also express courier delivery, thanks to which the customer can receive their goods much faster than if they were sent by high-speed airmail.
It takes about 2-3 weeks for a parcel from China to reach our country if delivery is carried out by China Post international mail, which serves 90% of parcels from the Chinese Internet site.
How is the delivery of goods from Aliexpress?
To understand why a package from China takes a long time, you need to know all the stages - from sending the goods to passing through various services:
As a result, it turns out that the goods from the Chinese Internet site reach the final buyer in our country in an average of 30-45 days. But sometimes you still have to wait much longer.
What to do if the confirmation of receipt of goods is coming to an end
When an order takes too long and seems like it will never arrive, it's important to take the right action. Be sure to keep an eye on the counter showing how much is left before the expiration of the buyer's protection period. As a rule, the period during which the buyer will receive his goods is indicated on the order page.
If there are 2 weeks left before the end of this period, it is better to write to the supplier and ask for an extension of this period. To do this, the site provides a special button, by clicking on which the customer will be able to extend the protection period for a while, but with the approval of the merchant.
Typically, suppliers respond to such a request after 3 days. If the seller conducts honest transactions on the Chinese Internet site, then he will confirm the extension of the protection period and ask the buyer to be patient.
Sometimes the merchant does not respond to the buyer's requests or does not want to extend the time to protect the transaction. But at the same time, he assures that the order has already been sent and is on its way to the addressee. You can't trust the seller's word.
If the seller does this or does not respond at all, then 5-7 days before the end of the protection period, if the parcel is not received, it is better to open a dispute and demand the return of the paid funds.
In the event that the customer did not receive his goods and opened a dispute on time, the money will be fully returned to him. After all, the seller receives money only after the customer has confirmed receipt of the parcel, or when the protection period has expired. A dispute should also be opened when the track number sent by the supplier is not readable, or this number is indicated deliberately false.
Now you know how long a parcel from Aliexpress can go and why it is sometimes delayed. The main thing is to follow her movements on her personal page and, if necessary, open a dispute.
When is the best time to open a dispute if the parcel is still on the way, and the timer runs out
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The subjective feeling “something the parcel does not arrive for a long time” is not enough to be sure of the loss. Look on the website of the online store, in what time you were promised to deliver the order.
AliExpress order list
These numbers don't just happen. As a rule, the estimated delivery time is close to reality. If there is plenty of time until the end of this period, just wait.
Check where the package is
Parcels have track codes that can be used to determine the location. They are usually present in personal account on the order card. If the parcel was sent by a private person, demand the necessary numbers from him.
By the track code, you can find out the path of the cargo and see where it is stuck. It happens that the shipment lies for a long time at customs or in the sorting center, and not necessarily in Russia. Usually this happens during the period or holidays - employees can not cope with the increased workload. This is unpleasant, but it is worth understanding and forgiving them.
The service is now provided by many services, here are some of them.
1. Post of Russia
Parcels sent from a Russian settlement are assigned a 14-digit track code. As for international parcels, on the Russian Post website you can find data only on those whose numbers begin with the letters R, C, E, V and L. The rest are considered untraceable.
2.Where is the package
Here you can also trace the path of untraceable shipments - but only to the border with Russia. There is nowhere for the service to take further information, since "" does not provide such data.
3.Track24
There is also a route for untraceable shipments to the border with Russia. Sometimes the information continues to be updated further, but they write on the site that you should not believe this.
On the Track24 website, you can enter the track code of the parcel and find out how long such shipments are delivered on average. Perhaps it's too early to panic.
Make sure that the Russian Post is to blame
Russian Post, as the name implies, delivers Russian Federation. And the parcel can be lost only after it has ended up in the country. If the departure was lost before that, then it is useless to make claims to the domestic service.
If the track code shows that the parcel arrived safely in Russia and got lost at one of the stages here, you can proceed to the next steps to save the cargo.
Go to branch
Sometimes you just don't receive a package notification. It shouldn't be, but it happens. If you see by the track number that the parcel is in the office, fill out the notification form on the Russian Post website, print it out and go there.
If the shipment is untracked or is not clear where, also go to the branch with. Ask that the parcels be searched for by address, by last name, by track code. Sometimes they are. Postal employees who do not want to do this are motivated by a call to hotline by number 8-800-100-00-00.
If a necessary information there is no Russian Post on the tracking service or the data has not changed for a long time, and the forwarding period has expired, you can put the item on the wanted list. Specify the period of stay of the cargo in transit in the relevant order - it varies and depends on the type of departure and on the city. But this does not apply to parcels that are not tracked in Russia.
A search request can be filled out and sent on the website using the credentials from the portal "" or printed and taken to the department.
But there is a nuance: you need to attach to the application a check issued when sending the parcel, or a copy of it. You will have to ask the seller for it.
Applications for the search for domestic and international mail are accepted within 6 months from the date of sending.
A complaint for domestic shipments will be considered up to 30 days, for international shipments - up to 90 days.
Wait for a decision
If the Russian Post recognizes that the shipment is missing, compensation will be given for it.
For a regular parcel sent from Russia, you will be paid the amount of the declared value. It is determined by the sender. It is indicated on the parcel itself and on the check, entered into the mail database.
You also have to tariff fee. Its size varies, you can see it on the Russian Post website. Tariffs apply for parcels sent Russian mail. How much was taken from a seller from another country, you can try to find out from him.
Per international departure without a declared value, compensation is considered in the artificial currency of payment SDR. It is equal to 41.73% of the dollar. In case of loss, the payment will be 40 SDR plus 4.5 SDR for each kilogram of the parcel. If a value is declared, this amount will be refunded.
Russian Post does not always go forward. If you want justice, you have two options:
- Court. Gather evidence and submit. The process will be long. But who cares when it comes to justice.
- Roskomnadzor. To complain, you don’t even have to get up from your computer - do it on the department’s website.
Sooner or later, the question will arise: do you have checkers or go, return the money for the parcel or butt heads with the Russian Post? And it doesn’t matter who exactly lost the shipment, it didn’t get to you. So, you need to go to the seller and act within the capabilities that this or that site provides.
For example, AliExpress has a great dispute system. If you are not a scammer and do not abuse the granted right so as not to pay for, administrators will most likely take your side.
Sites like Asos and iHerb often resend purchases if you explain the situation.
Sellers, for their part, can put the shipment on the wanted list and receive compensation.
Disgusting service which gave rise to write a blog.
How long can I wait for a parcel from Aliexpress
The average delivery time is one month. It will work out less only if you live in a large city in the central part or there are nearby sorting center. Acceptable time waiting: 40-60 days.
How to track a shipment from Aliexpress
There are three tracking options:
- The seller provided a tracking number (tracking) in a pleasant format that understands mobile app and the website of the Russian Post. This is the best option, you get reliable and detailed information about all cargo movements in Russian.
- The seller gave tracking, which the Russian Post does not understand, but other tracking services and Aliexpress itself understand. A good option: Ali himself will send notifications of key changes, and more accurate information can be found on third-party sites that the seller or Aliexpress will advise. True, the sites will be in English or semi-Chinese.
- The seller gave the tracking of the internal postal service. This is equivalent to the fact that the seller did not give tracking at all. You will only be able to see that the item is shipped from China and may have arrived in Russia. Next is the unknown.
And there is also “Delivery canceled” or “Shipment cancelled” ...
This is due to the fact that the seller gives you one track number, and postal service provides another - new. Its seller informs you through internal messages. You need to track such an order manually, on your own. You will not receive notifications from Aliexpress, because the site knows your old track, not the new one.
What to do if the tracked package is delayed
Regularly check the Buyer Protection Period for each order. Usually it is more than two months. But if the deadline is coming to an end, and the parcel has not yet arrived, although it is successfully tracked, write a message to the seller to extend the buyer's protection period.
What to write? Well, for example:
Dear seller. I didn't receive my order yet. Can you extend protection period please?
Dear seller. I still haven't received my order. Can you extend the buyer protection period?
Usually, the sellers themselves monitor the expiration of the protection period and automatically extend it if they have not received confirmation of receipt from you. There is no need to worry here.
Untracked package is delayed. What to do?
If the parcel cannot be tracked and it is delayed, you need to ask questions:
Anyone getting ready to celebrate, already celebrating, or gone on a binge? Before mass holidays (Halloween, Christmas, New Year, Valentine's Day, etc.) and after major sales (such as Black Fridays, Cyber Mondays and Singles' Day on November 11), China Post is overloaded. Before the well-known holidays, the Russian Post also begins to slip due to volumes. In January, half of Russia is struggling with a hangover, and the Chinese go on a two-week New Year's binge in January-February (as it will). That is, the delay may be caused by mail congestion or holidays.
What about other orders? If on the same day (plus or minus 2-3 days) you made several orders from different sellers at once and they are all still on the way, then this is a logistical delay. If at the sale you made several applications and all the parcels arrived, except for one, there is reason to think.
What do the reviews say about the product and the shipping method you have chosen? It happens that the goods really go for a very long time, but they come. Check it out in the reviews.
If the goods arrive slowly, but you can wait a little longer. Three months or more for an untraceable parcel is a sure sign that it is lost.
An untracked product from Aliexpress is noticeably delayed, probably lost ... What should I do?
First, ask the seller to extend the buyer protection and wait a little more. But if you are sure that the goods are lost, open a dispute and return the money.
Generally speaking, you can open a dispute and request a refund as soon as the guaranteed delivery times have expired. It's your right.
Technically, you can file a dispute for 61 days and claim compensation because the seller did not keep his promise. The seller may ask you to close the dispute and wait another 20 days.
Do you know why exactly 20? Because after 15 days, you will not be able to reopen the dispute.
Agree to wait no more than 14 days if you close the dispute for the "wait a minute" reason!
In no case do not close the dispute under pressure from the seller!
The seller can put pressure on pity, promise to send the goods again, but only after the dispute is closed. Don't believe it! I got up and flew by. The amount is small (about 150 rubles), but still unpleasant.
Don't settle for resending take money!
Know how the dispute works!
You can open a dispute until the buyer protection expires (so it must be renewed) and until 15 days have passed from the date of receipt of the goods.
You open not just a dispute, you open an auction!
On the one hand, you want a 100% refund (or less if the item arrived with minor defects). On the other hand, the seller wants to sell you a re-shipment under his Chinese word of honor and not return a penny. If you succumbed to persuasion and agreed to a refund of 0 rubles 0 kopecks, the case, according to Aliexpress, is closed and the conflict is settled. Take a close look at how the buyer protection scheme on Aliexpress works and why you need a dispute.
If the seller offers 0 compensation money, asks to close the dispute and promises to send the goods again - he is trying to scam you. If you believe him and close the dispute, you will actually reach an agreement financially, according to Aliexpress. After that, the seller naturally becomes dumber, forgets English language and ceases to understand you. And Aliexpress naturally does not interfere.