One of the most pressing questions for buyers is what they need to do if the package gets stuck at some stage of tracking (that is, tracking statuses do not change for a long time). In this post, we will discuss the reasons why packages can get stuck. And we will give advice on what actions can be taken if the parcel is not moving anywhere.

Why doesn't the tracking status change for a long time?

First of all, I want to reassure everyone and say that in a situation where the tracking status does not change, this does not mean at all that the parcel is not coming to you.

1. The track number of the parcel is tracked only until the moment of crossing the border.
The most common reason a package hangs is that it was sent using a budget method. And will only be tracked to the recipient country. After passing the border, the track number will not be read. Such tracks do not meet the standards postal services(for example, track numbers consisting of numbers). Many buyers do not know about this and, when tracking, see that the parcel has reached the border and the information is not updated further. As a result, it seems to them that their order is not moving anywhere further, but in fact it has been going through the territory of the recipient's country for a long time.

It's also worth noting that some budget shipping methods only have a couple of tracking statuses. In which it is said that the parcel was accepted by mail and sent further. This completes the tracking of this track.

2. The package goes through the import process.
It is believed that the export-import process is one of the longest stages in the movement of a parcel. In some seasons, parcels may hang for 1-2 months at the sorting center before the shipment is registered with the post office of your country and appears new status tracking. This may be due to the fact that the parcel goes through sorting centers with a heavy load and outdated equipment, as well as with seasonal congestion (during sales). And also with banal bad luck, when your parcel ends up in the far corner of the temporary storage warehouse and waits for its turn for registration.

3. Delays in updating the parcel tracking databases.

Another reason that the status of the parcel has stopped updating - delays in updating the tracking database. Sometimes a buyer may receive their order before it arrives. new information about the movement of the parcel. Especially famous for this

4. Loss and theft of the parcel.

This option is quite rare. There are practically no situations when a package disappears without a trace. Often at least an empty box comes to the buyer.

What if the parcel is frozen?

If your package has started to be tracked, then for any reason it hangs you will have to wait. At least until it expires. But in reality, it is better to open a dispute about "Order protection expiring but package is still in transit" a few days before Buyer Protection timer expires. Since if you open a dispute quite early and aggravate it, then the Aliexpress mediators, first of all, seeing that the track number has been tracked, will ask you to wait for the parcel. Since they are interested in the deal taking place. And you still have to wait for the goods, only with an open dispute.

Note that mediators are more willing to accept disputes if the defense timer is almost over, or better, it was previously extended and the period expires again. There is no point in opening a dispute early if the goods were actually sent by the seller and the track number was tracked.

In any case, wherever your package hangs, wait patiently for it, periodically glancing at the buyer's protection timer and tracking the track number. To exclude the option of moving and receiving a parcel sent to the wrong address.

If the track number has ceased to be updated on the territory of your country, and you are interested in receiving the parcel, and not only in refunding the money, then you can submit

Have a question? Write it in the comments or contact the chat

The seller sent the parcel with aliexpress, but at a certain stage of delivery it got stuck! Familiar situation? I think most people ordering goods on aliexpress are familiar with the situation when the delivery of a parcel hangs in one status. In most cases, the parcel hangs in the status "Cross the border of China".

Time passes, a week passes, the second, and the parcel stands rooted to the spot and does not appear in Russia. The seller with aliexpress swears that he sent everything and asks to wait. The Russian postal support service cannot say anything except "the parcel has not yet arrived in Russia". The shopper is in a panic: What to do? Where can I find the package? Who should I contact?

Here is a real example of tracking a stuck package. Please note that after the parcel left the territory of China, it appeared in Russia only 24 days later. For three weeks there was absolutely no information about the movement of the parcel, and the tracking status was "crossed the border of China". Where the parcel was all this time remains a big mystery, it seems (judging by the delivery time) that the parcel went from China to Russia on foot!

To delve deeper into the topic: why there are delays in the delivery of parcels, there is no point. The fact itself is important! It is clear that you want to receive the parcel on time, but, unfortunately, the recipient cannot influence the speed and quality of the mail! Therefore, first of all, it is important to understand not the reasons for the delay, but what to do in a situation when the parcel hangs in one status for a long time.

What to do if the parcel is frozen

First, don't panic! Secondly, if the postal item is stuck somewhere between China and Russia (it is in the status of "Has crossed the border of China"), it may sound strange, but nothing needs to be done at all! And all the more, there is no need to "fill up" the seller's letters with aliexpress. The seller, nothing intelligible, except to "wait a little", will not be able to answer, but this is because he, just like you, can find out about the movement of the parcel only by the track number.

Of course, a Chinese seller can call their China post office. But what will they say to him there? They will answer that the parcel has already left the territory of China and that's it. You, as the recipient of the postal item, can also call the hotline of our Russian mail (the number is on the mail website). But what do you think they will answer there? Right! They will answer that the parcel with such a track number has not yet arrived in Russia. You will spend a lot of time, you will write, call, and you will not receive any additional information! Therefore, if the postal item is stuck somewhere in the "air", between China and Russia, just have a little patience and wait!

How much can the package cost

In the status "Crossed the border of China", the parcel can stand for a long time and you may have to wait two or three weeks, or maybe more, until new information appears. And you don't have to pull yourself or the Chinese seller, there is no need for this! Yes, I really want to receive the order on time, but what to do if there is a delay. Disruptions in work happen everywhere and postal services are no exception, and most importantly: neither the seller nor the buyer can in any way influence the speed of movement of the postal item.

It is important to remember that all purchases on aliexpress are protected, and a fairly long time is allocated for the delivery of the goods, and if during this period you do not receive the order, the store will refund your money in full. For a refund, it is enough, not long before the closing of the transaction, to open a dispute and demand a full refund!

And yet, it happens that the parcel hangs while already on the territory of Russia. Often, this is due to the fact that at the post office, they simply forget to enter information on the movement of the parcel into the database in time. A call to the mail hotline, as a rule, clears everything up, you just need to tell the operator the track number.

If the operator hotline will not report anything new about the location of the parcel, then the recipient can apply for the search for the postal item. The application is sent by e-mail to the tracing department postal items... The application form can be downloaded from the Russian Post website. It should be noted that the Russian mail tracing department works quite quickly!

If your package is stuck somewhere, don't think that everything is lost! In fact, nothing is missing! Or the parcel show up or aliexpress will refund the money.

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7) Bob's Red Mill, Pure Baking Soda, Gluten Free, 16 oz (453 g) - At the request of a friend. She drinks it (horror). The bag was with holes, the soda filled me with the whole package. To the touch - smaller than ours.
8) Irwin Naturals, Liquid Collagen, Skin Revitalization, Tropical Strawberry & Kiwi Fruit, 10 10ml Tubes - Pretty Powerful in the Struggle for Youth. The only inconvenience is that this tube needs to be stirred in the morning with a huge (by my standards) amount of water. It is difficult to drink a lot in the morning. But I like the composition)
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Having ordered a product on Aliexpress and tired of waiting for it, the buyer begins to panic and thinks about why parcels from Aliexpress take a long time. Do not worry too much about this, since there are certain periods 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 skip the time allotted for protecting the transaction, when the customer has the right to open a dispute and return the money in case of not receiving 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 delivering a parcel to the buyer is 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 Chinese internet site... For example, if a merchant sent a parcel by state Chinese mail, then the customer will receive the goods after 30-45 days. When using the services of the post office of Singapore or Hong Kong, 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 a large delivery logistics company, pay from $ 25 and do not wonder why the package from Aliexpress takes so long. In this case, the buyer will be able to receive his goods in 7-20 days.

Sometimes a product from Aliexpress takes a really long time - over 2 months. This happens for various reasons, which you should know in order to open a dispute on the site if necessary and return the money paid for the product.

When a parcel from Aliexpress takes a long time, this is due to:

1. problems encountered at customs;
2. workload of postal services;
3. carelessness of the staff of these services;
4. incorrectly specified address of the recipient, when the customer made a mistake in his address;
5. incorrectly specified address when sending, that is, the seller made a mistake 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, by rail, by airmail. There is also another courier express delivery, thanks to which the customer can receive their goods much faster than if they were sent by high-speed airmail.

A parcel from China takes about 2-3 weeks to reach our country, if delivery is carried out by international mail China Post, which serves 90% of parcels from the Chinese Internet platform.

How is the delivery of goods carried out from Aliexpress?

To understand why a parcel from China takes a long time, you need to know all the stages - from sending the goods to passing them through various services:

As a result, it turns out that the goods from the Chinese Internet platform to the final buyer in our country get on average in 30-45 days. But sometimes you still have to wait much longer.

What to do if the time for confirmation of receipt of the goods is coming to an end

When an order takes too long and doesn't seem to arrive, it's important to take the right action. It is imperative to keep track of 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 their goods is indicated on the order page.

If there are 2 weeks left until the end of this period, it is better to write to the supplier and ask to extend this period. To do this, the site provides a special button, by clicking on which the customer can extend the protection period for some time, but with the approval of the merchant.

Suppliers usually respond to such a request after 3 days. If the seller conducts fair 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 cannot take the seller's word for it.

If the seller does this or does not answer 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 100% refunded to him. After all, the seller receives money only after the customer has confirmed the 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 deliberately indicated 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 the personal page and, if necessary, open a dispute.

When is the best time to open a dispute, if the package is still in transit, and the time on the counter is running out

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After sending the goods to Aliexpress, the seller gives the buyer a track number, which can be used to track the movement of the parcel. And from this moment, inexperienced buyers begin the most nervous period of waiting for their purchase. During which many people regularly panic. One of the most common reasons for concern is when the tracking status of a package has not been updated for a long time. And with any minor delays in updating the tracking status of a package, many people panic. They are afraid of losing money, worried that the package will not arrive, and that they may need to do something urgently.

Let's take a closer look at what causes delays in updating tracking statuses, what delays are considered normal. And what to do if the status of the parcel is not updated for a long time.

Why doesn't it take a long time to update the tracking status of my parcel?

1. Information about the parcel has not yet entered the database of postal services and tracking systems for track numbers.

If you received a track number, this does not mean that your parcel has already arrived at the post office. On average, it is considered that before it begins to be read. Because first the seller will book the track number, then the courier picks up the parcel, and it goes courier service to the post office. Next, it takes time until the data on the parcel is entered into the tracking system. In this case, you do not need to do anything, just wait two weeks until the information about the parcel begins to be read.

2. The package started being tracked, but not sent.

It so happens that the first tracking status appears in tracking systems and on the Aliexpress website, indicating that the mail has received information about the parcel. This means that the seller booked the track number, but did not physically send the package. It even happens that at this stage everything stops.

3. Your track number is only trackable in China.

When ordering cheap goods, the parcels can go to you by courier companies or whose Track numbers are, in fact, the internal numbers of the waybills. And they are only tracked in China. After passing the border, your parcel will be assigned a new track number, with which it will go further. You, like tracking systems, will not be able to recognize it. And the latest tracking status will show the package has been sent to the destination country. There will be no further updates to the tracking system. Therefore, it remains only to patiently wait for the notification that the parcel has arrived at your post office.

4. The package is being imported.

Basically, the parcel import process is the longest stage. On average, it can last two weeks. But there are especially slow sorting points with old equipment or high load, in which parcels hang for a month or even more.

You cannot influence the speed of border crossing in any way. Since it is not known in which country it may be located. It can be marked as "Sent", but in fact it was placed in a container that is awaiting dispatch, and then it can lie in a temporary storage warehouse, waiting for its turn for further processing. Therefore, you need to be patient and follow the buyer's protection deadlines.

5. The parcel is stuck at customs.

There are situations when the latest status in the tracking of a parcel means that it has arrived at customs. And then the movement does not go. There may be several reasons for this. Firstly, there may be a heavy load at the customs office and the employees physically do not have time to process incoming parcels quickly. Secondly, the package may get lost at customs. If more than 2-3 weeks have passed since the day the parcel arrived at the customs, then you can call the required department yourself and ask the employees to find out what happened to it.

It should be noted that the speed of delivery of parcels is a seasonal phenomenon. If you made an order during the holidays (especially during), during or after the sale, then due to loads or a large number of weekends, the parcels will go slowly. Not only may the mail physically not work for some time, but also huge congestions are formed.

We also cannot influence this fact in any way. You just need to take this into account and calmly wait for the parcel to wait for its turn and move.

7. Delays in updates of tracking databases of some mail services.

Some e-mails are famous for the fact that the information in the databases is updated with huge delays. And the package may go far ahead, and the data about it has not yet appeared in the database. Or the buyer has already received the package, and in tracking it has not even reached the time of export. For example, this is very typical of the Estonian post office. And a common problem with China Post is that their server may be unavailable for a long period of time. Accordingly, there will be no status updates because of this.

8. Physical movement of the parcel.

At the very beginning of the package, tracking statuses may be updated frequently. And it seems that your product is moving from city to city, going through various stages quickly. And then, at the next stage, it hangs for a week. And all due to the fact that she is now physically sailing on a ship. And, sometimes, she needs to cover long distances by shipping. Naturally, this stage takes time and the next status will appear when she arrives at the next waypoint.

9. The package is lost.

And the last, rather rare case, when your package got lost on the way or was stolen. Many buyers are afraid of this very reason, as they believe that the loss of the package means the loss of their money. And what they need somehow. In fact, this is not the case.

What if the status of the parcel is not tracked for a long time?

N in fact, everything is simple! There are two options.

First- if there is no information about the track number, then in the first 10 days you just need to wait. And only then or.

Second - if information appears in the tracking statuses, then it is considered that the parcel was sent to you. And no matter what happens to her in the future, you will not be able to open a dispute until the delivery guarantee period (blue alarm) has passed. Therefore, seeing that your track is being read, just watch that your package does not go to another recipient and patiently wait for it. Experienced buyers on Aliexpress advise 5 days before the end of the buyer's protection period to extend the timer if the parcel is delayed somewhere in your country. Or, a couple of days before the end of the protection period, open a dispute that a lot of time has passed, and the package is still on the way. This will allow you to get a refund for the item not received. And it doesn't matter where and for what reason the package got stuck.

Have a question? Write it in the comments or contact the chat