Customer Services
FAQ's
How can I place an order when goods are in stock?
- If your goods are an exchange order from taobao.com, please follow this procedure: click "delivery" → select "limited-time logistics (two- day delivery)" → confirm
How do I use time-sensitive logistics? - If you encounter difficulties, please dial our customer service hotline, 400-885-6561, or contact Taobao Wangwang customer service account "Best online customer service".
Why can't I see time-sensitive logistics on the sending interface?
According to our service range, taobao.com automatically selects whether or not to show "time-sensitive logistics". If your claiming or delivering address is outside our service range, taobao.com won't show information related to time-sensitive logistics.
WWhere can I track my goods after they are delivered?
- If you place an order through taobao.com, you can directly check the current status of the goods at taobao.com.
- You can also check the status through "express mail tracking" at the upperleft of our home page.
- Alternatively, you may dial our customer service hotline, 400-885-6561, or contact Taobao Wangwang customer service account "Best online customer service".
What should I do to purchase support value insurance?
Indicate the value of the goods at column "support value insurance"; Best charges a fee of 0.5% of the value of the goods, with a minimum compensation of 1 yuan and a maximum compensation of 20,000 yuan per item.
How will I be compensated if time-sensitive logistics isn't delivered on time?
If goods aren't delivered within the time limit, the delivery fee is waived (the maximum amount we will waive is 20 yuan). Note that this does not apply in case of late delivery due to accidental situations such as traffic control, severe weather or other reasons beyond our control which hinder the normal process of making or receiving deliveries. As such, we will not offer the usual compensation in such cases; instead, we prefer to work with you to reach an agreement.
Where can I find information about time-sensitive logistics at taobao.com?
Related Links:
Is time-sensitive logistics available only in Hangzhou and Shanghai?
No; we plan to expand it to the whole country. In order to guarantee quality, we will launch this service in new cities at the appropriate time, and will update our Web site to inform customers of the new services.