Parcel Delivery and Tracking from China

What is the maximum weight of a parcel? What are the maximum dimensions of a parcel?
The weight must not exceed 20 kg for shipping by China Air Mail.
The maximum weight for shipping by EMS is 30 kg.

The maximum length of the parcel for Air Mail should not exceed 1.05m, and for EMS, it should be a maximum of 1.30m.

Also, we can not guarantee that we can ship a parcel larger than 2 meters in total following this calculation:
1 * length + 2 * width + 2 * height < 2m (this should not exceed 2m)

If the weight or size of the parcel exceeds the allowed maximum, then we will split the order into two parcels.

Please note that if you want to order bulky (heavy) items, you must first make sure that they can be shipped.

My country is not on the list of delivery countries. Can you still deliver it to me?
In most cases, we offer Taobao shipping services through DHL, FedEx, UPS, Aramex, EMS, and AIR MAIL that deliver to almost anywhere in the world. However, we cannot provide shipping services if we do not list your country. To check if your country is on the list, please see International shipping from China, Parcel delivery fees.

I have received the tracking number but can not track my parcel from China. Why? When can I track my order?
After we transfer the parcel to the delivery service company, it does not immediately appear (scanned) in the tracking system. It may take time to update information online. For additional information, please check the page Parcel Tracking from China.

DHL: why do the rates sometimes differ from those on the website?
Contrary to Air Mail, where the cost is only based on the actual weight, for shipping by DHL, volumetric weight, type of items, and delivery address may influence the delivery cost. If the volumetric weight is greater than the actual weight, if the branded item, electronics, or battery, or if an item is delivered to a remote area, the shipping cost by DHL would be more expensive than the price stated on our website.

EMS: why do the rates sometimes differ from what is stated on the website?
For the calculation of shipping, EMS considers the actual weight and volume weight, following its own volume weight calculation formula. If the volume weight exceeds the actual weight, the shipping fee will be calculated based on the volume weight.

Why is my order divided into several (two or more) parcels?
If we divide your order into several parcels, sending all items in one parcel is impossible. The reason may be the excess of the maximum allowed parcel weight or size or when one or more items can not be shipped in the same parcel together with other items (i.e., long objects or objects of a specific form).

I have combined orders, but there are still two parcels. Why?
This means that you can not add all items to one parcel without exceeding the maximum allowed parcel weight and/or size. Therefore, in this case, we divide the parcel into two or more parcels depending on the total weight/size of the items.

Can I split the order into several parcels? How do I do that? Can I ship the order to several different addresses?
Each order is shipped in one parcel and sent to one address. If you need to split the order into several parcels, you must create separate orders with the corresponding items and addresses. If you already have a processed order and, for an unexpected reason, you have to split it, you should contact online support and discuss all possible options.

If I order bulky or other items that can not be shipped, will Parcel Up buy them or cancel them?
If items are large or cannot be shipped, our buyers cancel them and provide you with the reason for cancellation. Unfortunately, it is not always possible to know in advance whether postal services will accept the parcel for delivery, so you should check the size and weight of the item you want to purchase and look through the list of items that are prohibited for import to your country.

Can I change my delivery address and delivery method? How do I do?
Yes, you can change your delivery address and mode of delivery until the second payment. To do this, use the corresponding function on your order page.

Where is my parcel? No tracking or updates for several days. What should I do?
Please check the information here: track your parcel online
If there has been tracking information for more than 15 days, you need to contact online support so that we can check the status of your parcel.
For DHL delivery, parcels are usually shipped from Hong Kong; if so, the tracking number will change once we ship the parcel from Hong Kong. If you cannot track your order, please contact online support so we can provide you with an updated tracking number.

I have received my parcel, but something is missing. Why and what to do?
When getting your parcel from the post office or delivery service, you need to make sure that it was not opened before you received it. If the original package is in bad condition or has traces of opening, you should address all claims to the postal services or delivery company.
In any event, upon delivery, you must ensure that the parcel’s weight corresponds to the specified weight in the order.
If the weight is correct and some items are missing, you should contact online support so we can check the information about your order. Read Issues of Parcel Weight and Ordered Items

I have received items of the wrong size/color, or something is not working. What can I do?
When your Taobao items arrive at our warehouse, we check them carefully for visual defects. Unfortunately, we can not test your items. Also, we can not guarantee the quality of items sewn for clothing and footwear, the difference in color (in real and on the screen), and whether the size matches what you ordered.
In the case of inoperable equipment (electronic goods, hardware), the option of exchange or return can be discussed. If the seller agrees to the return or exchange, you will be responsible for all shipping expenses.
If we make a mistake during purchasing and there is a size, color, or other inconsistencies mismatch, you can obtain compensation for this item. The amount of compensation depends on the kind of item and the degree of our mistake. Read claims that we do not accept.