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FAQ

1.What “processing”or “shipment information received” means?

It means that your parcel has not been delivered to us from the seller yet. As a consignee we kindly suggest you to contact seller or E-commerce directly for detailed consultation, ask if they had sent out your parcel by other tracking number.

2.What “transit” means?

It means your parcel is on its way,please wait patiently or contact the last mile delivery provider(as showed bottom right corner of the YunTrack page) for more information.

3.What“return”means?

It means your parcel is failed to deliver and is returned to the local distributor warehouse. Reasons for this may include incorrect address or phone number, wrong zip code, not available and so on. We kindly suggest you to contact the last mile delivery provider(as showed bottom right corner of the YunTrack page) for the second delivery if it has this service.

4.What can I do if my parcel keeps on the same status for days?

➀ If your parcel is held by the local custom, it is waiting for releasing from Custom. Please contact the seller or E-commerce directly and provide customs clearance information to assist customs clearance.

➁ If your parcel is delivered to local courier, please directly contact the last mile delivery provider(as showed bottom right corner of the YunTrack page) with the last-mile delivery tracking number.

5.What should I do if my parcel has been delivered but I haven’t received it?

Ask if someone else (your neighbor or co-inhabitant) has received your parcel.

The local operator may have placed it into the letterbox if it is a small parcel.

If you still fail to find your parcel, please directly contact the seller or last mile delivery provider(as showed bottom right corner of the YunTrack page) with the last-mile delivery tracking number.

6.I provided the wrong address/zipcode/phonenumber,can I change it

Once the original sender handed in the parcel, you can no longer change the address. You can try contacting the local courier to provide the correct information.

7.What should I do if I want to exchange, return, or refund?

You only can contact the original sender/seller for exchange, return, or refund.

Please directly contact the customer service of your seller and E-commerce platform to submit a refund request.Only the original sender of your parcel can submit a complaint to YunExpress.

Sustainable delivery solutions

Yun Express provides 50+ logistics services for cross-border e-Commerce users

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