What if the package is held by customs?
- As buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first:2. Document from seller is missing. Please contact seller to get the required document, and then clear the customs.Below is the contact information of customs in several countries:
Country
Contact
USA
1-877-872-3299 - If seller does not cooperate to provide the document, please open a dispute on the order page, providing the official document from the local customs to clarify the detained reason, so that AliExpress can step in.
- Importing tax/document is required. Please pay the tax/provide the document for customs clearance.
I haven't received my order. What should I do?
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Please Track the parcel to check the package status:
– If the package is in transit with normal logistic update:
According to our past experience, the majority of the packages will be delivered within the time frame promised by the seller.
If your package does not arrive by the promised time (PST), please open dispute and we will help you then. We appreciate your patience.
– If it is over promised delivery time, there is no tracking information, package is returned to seller/hold in customs/shipped to wrong address:
You can open a dispute to apply for a refund on the 11th day after the order marked as shipped by clicking here to find the order and open dispute, we will step in if you cannot reach an agreement with seller in 5 days.
Kindly Reminder: By opening a dispute we could secure your payment from being released to the seller and it would not affect the normal delivery of your parcel at the same time.
– If it is over protection time, but still not received the goods:
Since you cannot open dispute as you have not open dispute in protection time, you will need to contact the seller for help. Also we highly suggest that, next time, you open a dispute in buyer protection period to claim refund.
Why has the estimated delivery time changed and when will I receive the goods?
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Estimated delivery time will be changed according to the actual logistics and transportation situation. Usually you will receive the package within estimated delivery time.
Why my dispute can not be refund right now?
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Currently the logistics is in normal transportation. If the logistics has not arrived till OTD（On-time-delivery）, the dispute will be closed and refund to you.
Order processing time may be delayed about 5 days during International Workers' Day
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To celebrate International Workers’ Day, many of our sellers will be on holiday from April 30- May 4 (UTC+8).
During that time, order processing and shipping time may be delayed. The seller response time for disputes created between April 30-May 4 (UTC+8) will be extended from 5 to 10 days.
If you have any questions or concerns, please contact our customer service team.
How to cancel my order?
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1. Unpaid order
You can cancel directly by clicking ‘Cancel Order’ button on order detail page.
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2. Paid order
You can cancel your order with seller’s approval. Cancellation process:
① Click ‘Request Order Cancellation’. Select a reason for cancellation
② Wait confirmation from seller. If seller did not respond within 48 hours, order will be cancelled automatically.
③ Refund will be processed to your bank/card account within 3-20 business days
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Notes:
1. Order cannot be cancelled when order status is ‘Payment being verified’ or ‘Payment processing’. You can try to cancel the order after order status update.
2. Seller may not reply immediately due to high order volume (such as 11.11 Sales). Your patience on this will be appreciated.
3. If seller have sent goods out, but you haven’t received your order after delivery time is out, or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn’t work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.
How do I use Pay after Delivery once it's activated?
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If your order is eligible, Pay after Delivery will appear as a payment option on the order confirmation page. Select this option & complete verification.
Note: When you place an order using Pay after Delivery, a credit card hold for the full purchase amount of the order will be placed. Your card will be charged for the order amount and the hold removed when your items have been delivered.
Is 'Pay After Delivery' free?
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AliExpress does not charge fees in connection with the use of this service.
Note: Your credit card provider may charge interest or fees if you do not settle your balance in full. Check with your card provider for more information.
What is 'Pay After Delivery'?
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Pay after Delivery is a service AliExpress offers, where you only pay for your order after it’s delivered to you. “Delivered” is subject to the logistics status displayed on the AliExpress platform as a Confirmed Receipt. AliExpress won’t charge any interest and there are no hidden fees.
Note: Not all items qualify for Pay after Delivery. You can see if an item is eligible on the checkout page.
The payment was deducted twice. What can I do?
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Please note payment for each order will only be received once on AliExpress.
Possible reasons and suggestions:
— Reason1：payment was triggered mutiple time on unpaid order and processed successfully.
— Suggestion: As payment for each order will only be received once on AliExpress, refund will be processed to you automatically by your bank. Normally, it takes 3-20 workings days to original payment method.
— Reason2：payment for another order with same value.
— Suggestion: please visit ‘My Order’ page to check if any other order with same value. If yes, submit cancellation on order detail page.
— Reason3：Bank hold on money temporary. Sometimes, bank sends message for payment authorization first and deduct money from your account after payment captured. In total, money will be removed only once.
— Suggestion: you may confirm with bank if you still have concern on this. Thanks for your cooperation.