Alibaba tracking

What is Alibaba?

Alibaba Group Holding Limited is a Chinese multinational conglomerate specializing in e-commerce, technology, and digital services. Founded on June 28, 1999 in Hangzhou, Zhejiang Province, China, the company has established itself as one of the major players in global e-commerce, rivaling giants like Amazon. Alibaba offers a comprehensive range of services spanning online marketplaces to cloud computing solutions, digital payment services, and international logistics.

Alibaba's story begins in a Hangzhou apartment where Jack Ma, whose real name is Ma Yun, gathered 17 friends and former colleagues to create Alibaba.com, a B2B platform designed to connect Chinese manufacturers with international buyers. A former English teacher, Jack Ma had the vision of democratizing international trade by enabling Chinese small and medium-sized businesses to access global markets through the Internet. This founding mission, summarized by the slogan "making it easy to do business anywhere," continues to guide the company today.

The Alibaba Group has experienced meteoric growth since its creation. In October 1999, just a few months after its founding, the company received a $25 million investment from Goldman Sachs, SoftBank, and the Swedish Wallenberg family. This capital injection enabled Alibaba to accelerate its development and expand its services. On September 19, 2014, Alibaba's initial public offering on the New York Stock Exchange marked a historic turning point: with $25 billion raised and a valuation of $231 billion, it was then the largest IPO in world history.

• Date of creation: June 28, 1999, in a Hangzhou apartment by Jack Ma and 17 co-founders
• Main founder: Jack Ma (Ma Yun), former English teacher turned visionary entrepreneur
• Headquarters: Hangzhou, Zhejiang Province, China
• Global presence: More than 30 offices across Europe, North America, East Asia, and Asia-Pacific
• Workforce: More than 100,000 employees worldwide
• Revenue: More than $130 billion in annual revenue
• Market capitalization: Several hundred billion dollars

The Alibaba Group stands out for its diversified ecosystem of platforms and services. The main entities include Alibaba.com for international B2B wholesale trade, AliExpress for cross-border retail sales to consumers worldwide, Taobao for C2C commerce in China, Tmall for premium brands wishing to sell to Chinese consumers, and Lazada for the Southeast Asian market. The company also owns Alibaba Cloud, the leading cloud services provider in China, as well as Ant Group which operates the Alipay payment platform.

Alibaba has undertaken a major organizational restructuring, dividing the group into several distinct entities to improve its agility and competitiveness. This strategic transformation reflects the company's evolution from a pure e-commerce player to a broader technology and artificial intelligence platform. The Cloud Intelligence Group is experiencing sustained growth, with strong progress in AI-related products, demonstrating this strategic shift.

Which countries does Alibaba deliver to?

Alibaba's delivery network extends globally, serving more than 200 countries and regions around the world. Thanks to its Cainiao logistics infrastructure and numerous partnerships with local and international carriers, Alibaba can ship packages to virtually any destination, from major metropolitan areas to the most remote rural areas. This exceptional geographic coverage makes Alibaba one of the most accessible e-commerce players worldwide.

In Europe, Alibaba and its AliExpress platform have significantly strengthened their presence in recent years. The marketplace now has local warehouses in several European countries, including France, Spain, Poland, Belgium, Italy, Germany, the United Kingdom, and the Czech Republic. These facilities allow certain products to be shipped directly from Europe, significantly reducing delivery times to just 3 to 7 days for locally stocked items. Cainiao's European logistics center located in Liège, Belgium, serves as the main hub for distributing AliExpress packages across the European continent.

Alibaba has invested heavily in improving the delivery experience for European consumers. Since 2019, the group has opened its sales to local merchants in several European countries, allowing not only the purchase of Chinese products but also products shipped from local warehouses. This localization strategy aims to directly compete with regional e-commerce players.

• Europe: Delivery to all European Union countries, the United Kingdom, Switzerland, and Norway, with local warehouses in France, Spain, Poland, Belgium, and Germany
• North America: Complete coverage of the United States and Canada, with express delivery options through partners like FedEx and UPS
• Latin America: Delivery to Brazil, Mexico, Argentina, Chile, and most Central and South American countries
• Asia-Pacific: Strong presence through Lazada in Southeast Asia, delivery to Australia, New Zealand, Japan, and South Korea
• Middle East: Coverage of the United Arab Emirates, Saudi Arabia, Israel, and the main markets in the region
• Africa: Recent expansion with local currency payments available in Egypt, South Africa, Algeria, Morocco, Ethiopia, and Tanzania

For overseas territories and remote islands, Alibaba offers adapted delivery services via AliExpress Standard Shipping. These destinations are generally considered international destinations and benefit from complete package tracking. However, delivery times are longer than for metropolitan areas, ranging from two to six weeks depending on the shipping method chosen.

In Africa, Alibaba has recently strengthened its presence by introducing local currency payment options. Customers in several African countries can now pay for their purchases in their national currency, greatly facilitating access to the platform. This expansion strategy is accompanied by logistics improvements to reduce delivery times on the African continent, although these generally remain longer than to Europe or North America.

There are some geographic restrictions for Alibaba deliveries, mainly related to trade embargoes, conflict zones, or major logistical constraints. Some isolated territories or countries under international sanctions may not be eligible for delivery. Nevertheless, if a customer can select their country when ordering on AliExpress or Alibaba.com, this generally means that delivery is supported by the group's logistics network.

Which carriers does Alibaba use?

Alibaba has developed a unique logistics model that relies on coordinating a vast network of carrier partners rather than owning its own fleet. At the heart of this system is Cainiao Smart Logistics Network, launched in 2013 to orchestrate the delivery of hundreds of millions of packages annually. Cainiao acts as a logistics control tower, using artificial intelligence and data analysis to automatically select the optimal carrier based on the destination, package weight, and service level chosen by the customer.

For express and priority deliveries, Alibaba collaborates with renowned major international carriers. DHL, FedEx, UPS, and TNT are among the preferred partners for urgent shipments requiring fast delivery within a few days. These courier companies offer detailed real-time tracking and recognized reliability for valuable or time-sensitive packages. The higher cost of these express options is offset by the guarantee of short delivery times and complete traceability from departure to arrival.

For standard and economy shipments, Alibaba relies heavily on national postal networks. China Post, the Chinese postal service, is a historical partner for shipping packages from China. Once they arrive in the destination country, packages are generally handled by local postal services: La Poste in France, Royal Mail in the United Kingdom, USPS in the United States, or Deutsche Post in Germany. These postal networks offer unmatched geographic coverage and controlled shipping costs, ideal for mass shipments.

• Cainiao: Alibaba's proprietary logistics network that coordinates all operations and offers its own shipping solutions like Cainiao Standard Shipping
• International express carriers: DHL, FedEx, UPS, and TNT for priority deliveries within a few days
• Postal services: China Post, EMS, La Poste, USPS, Royal Mail, and other national postal operators for standard shipments
• Specialized carriers: Yanwen, 4PX, SunYou, and other cross-border e-commerce specialists
• Local partners: National postal operators and local carriers depending on the destination country for last-mile delivery

In each destination country, final delivery is handled by different players depending on the initial shipping method. For packages transiting through the postal network, national postal operators take over after customs clearance. For shipments via Cainiao, distribution may be entrusted to local carriers. Alibaba has also partnered with pickup point networks in many countries, offering recipients the flexibility to collect their packages at their convenience.

The choice of carrier is generally not left to the customer when ordering. It is the Cainiao system that automatically determines the optimal route and carriers to use based on multiple parameters. The seller may offer several shipping options with different rates and delivery times, but the precise selection of logistics providers remains managed by Alibaba's algorithm. This approach optimizes costs and delivery times across millions of daily shipments.

What are the Alibaba delivery times?

Alibaba delivery times vary considerably depending on the shipping method chosen, the product's origin, and the final destination. The platform generally offers three main categories of logistics services, each corresponding to a different trade-off between speed and cost. Understanding these options allows buyers to choose the solution best suited to their needs and budget.

Economy shipping represents the slowest but also the least expensive option, often offered free by sellers. This service uses shipping methods optimized for cost rather than speed, such as standard postal shipments or Cainiao Super Economy. Delivery times can extend from four to eight weeks for European destinations. Package tracking is generally limited, sometimes with only a registration at departure from China and a confirmation upon arrival in the destination country. This option is suitable for low-value items or when timing is not a priority.

Standard shipping is the default delivery method on AliExpress for the majority of products. Designated as AliExpress Standard Shipping or Cainiao Standard, this option offers a balance between speed and price. For Europe, average delivery times range from 7 to 25 days depending on the time of year. In summer, deliveries are generally faster with times of 7 to 12 days, while in winter or during periods of high commercial activity, times can extend up to 20 days. A tracking number is systematically provided with updates at key stages of the journey.

• Delivery from European warehouses: 3 to 7 days for products stored in France, Spain, Poland, or Belgium
• International express delivery: 5 to 10 days via DHL, FedEx, or UPS from China
• AliExpress Standard Shipping: 7 to 25 days depending on the season and destination
• Economy shipping: 15 to 60 days for the least expensive options
• Cainiao combined delivery: 10 days guaranteed for orders over 10 euros combining multiple items

Express delivery allows you to receive your order in just a few days, generally between 5 and 10 business days for European destinations. This premium service is paid and significantly more expensive than standard options, but it considerably reduces waiting time. Express packages are handled by international companies like DHL, FedEx, or UPS as soon as they leave the seller's warehouse. Transport is mainly by air with processing priority. Tracking is complete and precise, with notifications at each stage of the journey.

Alibaba has also developed solutions for products stored in its European warehouses. For these items, delivery can be completed in just 3 to 7 days to most European countries, thanks to direct injection into local carrier networks. These products also benefit from the absence of customs formalities, since they are already within the European Union territory. This option is particularly attractive for buyers in a hurry or concerned about avoiding customs clearance uncertainties.

It is important to note that the delivery times displayed on AliExpress are estimates and not absolute guarantees. Several factors can influence the actual delivery time: periods of high commercial activity such as Single's Day (November 11), Black Friday, or end-of-year holidays often extend delivery times by 2 to 4 weeks. Customs controls can also delay shipping, as can extreme weather conditions or strikes affecting carriers.

What are the Alibaba shipping fees?

The shipping pricing policy on Alibaba platforms is characterized by great flexibility, with options ranging from completely free to substantial fees for premium services. On AliExpress, many sellers offer free shipping to attract buyers, absorbing the logistics cost themselves in their profit margin. This practice is particularly common for light and small items shipped via economy methods.

Free shipping mainly concerns shipments via China Post Air Mail, Cainiao Super Economy, or other economy services. This option is available on a wide range of products, but it is important to systematically check the conditions when ordering. Sellers may offer free shipping only from a certain purchase amount or for certain destinations. By using the "Free Shipping" filter on AliExpress, buyers can easily identify items benefiting from this option.

For standard deliveries via Cainiao Standard Shipping or AliExpress Standard Shipping, fees generally vary from a few euros to around ten euros depending on the weight, volume, and destination of the package. These rates are automatically calculated by the system when adding an item to the cart, based on the delivery address provided. Some sellers offer promotions including reduced shipping costs, such as 3 euros off when purchasing three items as part of bundle offers.

• Economy shipping: Often free for small items, or a few euros for larger packages
• AliExpress Standard Shipping: Variable depending on the product, generally between 0 and 10 euros
• Express delivery (DHL, FedEx, UPS): Starting from 15 euros and can exceed 50 euros for heavy or bulky packages
• Bundle offer: Free shipping and 3 euros off from 3 eligible items
• Free shipping threshold: Free shipping from 20 euros purchase on certain product categories

Express delivery services represent the most expensive option. Fees for shipment via DHL, FedEx, or UPS from China to Europe generally start around 15 to 20 euros and can well exceed 50 euros for bulky or heavy items. These rates reflect the actual cost of priority air transport and express handling. For buyers in a hurry or wishing to purchase valuable products, this additional investment is justified by the reliability and speed of the service.

An important regulatory change concerns European taxes. Since July 1, 2021, all products imported into the European Union are subject to VAT, regardless of their value. The VAT amount is generally collected at the time of purchase on AliExpress via the IOSS (Import One-Stop Shop) system. Additionally, starting July 2026, a flat EU tax of 3 euros per package shipped from outside the European Union will apply, making the multiplication of small shipments less advantageous. It is therefore recommended to consolidate purchases to optimize costs.

Additional customs duties may apply for packages whose value exceeds 150 euros. In this case, customs duties calculated according to the nature of the goods are added to the VAT. Buyers are advised to inquire about the thresholds and rates applicable in their country to avoid unpleasant surprises upon receipt. These fees are generally claimed by the local carrier at the time of delivery.

What are the Alibaba delivery options?

Alibaba offers a variety of delivery options to adapt to buyers' preferences and constraints. Beyond the simple choice between economy, standard, and express delivery, the platform has developed innovative solutions to improve the last-mile experience. These options allow recipients to receive their packages in the most convenient way according to their lifestyle.

Home delivery remains the most common option on AliExpress. The package is shipped directly to the postal address indicated when ordering. The delivery person may place the package in the mailbox for small items, or ring for hand delivery for larger packages. In case of absence, a delivery notice is generally left, and the package may be re-delivered the next day or dropped off at the nearest post office. For express shipments, a signature may be required upon receipt.

Pickup points are an increasingly popular alternative in many countries. AliExpress has partnered with several pickup point networks in Europe, offering access to thousands of collection points. These neighborhood businesses (tobacco shops, convenience stores, dry cleaners...) allow recipients to collect their packages at extended hours, often more compatible with their schedule than home delivery slots. The package is kept for several days at the chosen pickup point.

• Home delivery: Direct delivery to the postal address, with the possibility of mailbox drop-off or signature required
• Pickup points: Collection at one of the many partner points in Europe
• Automated lockers: 24/7 pickup in Cainiao lockers deployed in several major European cities
• Combined delivery: Grouping of multiple items into a single package for one delivery in 10 days
• Tracking and notifications: Updates by email and via the mobile app at key stages of shipping

AliExpress has also deployed automated lockers in several major European cities. These secure lockers, installed in neighborhood businesses via the Cainiao network, allow packages to be collected 24/7. The recipient receives a unique code by SMS or email to unlock the locker containing their package. This solution addresses missed delivery issues and offers maximum flexibility to urban buyers.

The combined delivery option represents an interesting innovation launched with Cainiao. This service allows items ordered from different AliExpress stores to be combined into a single package, for one delivery guaranteed in 10 days. More than 60% of the platform's products are eligible for this feature, accessible from 10 euros of purchases. In addition to saving time at receipt, combined delivery reduces the environmental footprint of multiple orders and simplifies tracking for the customer.

Regarding notifications and tracking, Alibaba offers a complete traceability system. Buyers can track the progress of their package directly in their AliExpress account or via the mobile app. Alerts are sent by email or push notification at key moments: shipment by the seller, departure from the country of origin, arrival in the destination country, out for delivery, and delivery confirmation. This centralized tracking system aggregates information from all carriers involved in the shipping process.

What should I do if my Alibaba order is lost or damaged?

Alibaba has implemented a comprehensive Buyer Protection program to handle situations where an order does not arrive or arrives damaged. This system guarantees customers a satisfactory solution in case of problems, usually in the form of partial or full refund. Understanding the procedures and deadlines allows you to act effectively to defend your rights.

In case of a package not received, the first step is to check the tracking status in your AliExpress account. If tracking indicates that the package is still in transit, you generally need to wait until the end of the estimated delivery time. Alibaba grants a buyer protection period, usually 60 days, during which you are covered. If this period expires without you having received your order, you can then open a dispute to obtain a refund. Never confirm receipt of an order that you have not actually received.

The dispute opening procedure takes place entirely online from your AliExpress account. Log in to your account, go to the "My Orders" section, select the order in question, and click the "Open Dispute" button. You will then need to specify the reason for your claim (item not received, damaged item, not as described...) and attach evidence if necessary: tracking screenshots, photos of the damaged product, comparison with the listing photos, etc.

• Deadline to open a dispute: Within 15 days of receipt or the end of the delivery period (maximum 60 days)
• Types of disputes: Full refund for non-receipt, partial refund without return for non-conforming but usable product, full refund with return
• Processing by AliExpress: 24 to 48 hours for dispute acceptance by the platform
• Refund time: 15 to 30 days after favorable dispute resolution
• Evidence to provide: Photos, videos, tracking screenshots, messages exchanged with the seller

Once the dispute is opened, the seller has a period to respond and propose a solution. A reliable seller will generally accept the claim if it is legitimate. If no agreement is reached between the buyer and the seller, AliExpress intervenes as a mediator to settle the dispute. In the majority of proven non-receipt cases, the platform rules in favor of the buyer and proceeds with a full refund.

For packages marked as delivered when you have not received them, the situation can be more complex. It happens that the carrier makes an erroneous delivery scan, or that the package was left with a neighbor or in an unexpected location. First check with your neighbors and at your local post office with the tracking number. If the package remains untraceable, report the problem via the dispute by explaining the situation. AliExpress may request a statement from the local carrier and decide on a refund if non-delivery is confirmed.

Regarding products damaged upon receipt, immediately take photos of the package and its contents before any handling. This visual evidence will be essential to support your claim. Two options are generally available to you: partial refund without return (for a slightly damaged but usable item) or full refund with return (for an unusable item). Note that return shipping costs are generally your responsibility for returns to China, which can make this option less advantageous. In some cases, AliExpress offers a free local return label.

In case of customs hold, you should contact the local carrier or customs services to provide any missing documents or pay the due taxes. If the package is returned to sender due to lack of customs clearance, you can also open a dispute for non-receipt. For complex disputes or if amicable resolution attempts fail, you can send a formal complaint by registered mail to Alibaba's French address: Alibaba France, 6 rue Menars, 75002 Paris.

How to contact Alibaba?

Alibaba offers several communication channels to allow its customers to get help and resolve their problems. Customer service is primarily organized around digital tools accessible 24/7, supplemented by human contact options for more complex situations. Knowing the different contact methods facilitates obtaining fast and effective assistance.

Online chat is the preferred contact channel on AliExpress. Accessible directly from the Help Center on the website or mobile app, this feature allows real-time exchanges with support. The system starts with an interaction with Eva, an automated chatbot capable of handling frequently asked questions such as order tracking, return procedures, or delivery times. For more specific problems requiring human intervention, Eva can transfer you to a live agent. To access the chat, go to the "Customer Service" section and click on "Chat Now".

The AliExpress customer area also offers very comprehensive self-service tools. From the "My Orders" section, you can track your packages in real-time, open disputes, request returns, and communicate directly with sellers. This internal messaging allows you to exchange with the merchant to ask questions about a product, negotiate a solution in case of problems, or obtain additional information before purchase. Sellers are generally responsive because their ratings depend on customer satisfaction.

• Online chat: Accessible 24/7 via the AliExpress Help Center, starting with the Eva chatbot with the possibility of transfer to an agent
• Mobile app: Downloadable on Google Play and App Store, with all tracking and contact features integrated
• Seller messaging: Direct communication with each seller from order details
• International phone: +1 (408) 785-5580 for Alibaba Group's US office, +852 2215 5100 for Hong Kong
• Email: [email protected] for general inquiries, [email protected] for data protection
• French postal address: Alibaba France, 6 rue Menars, 75002 Paris (registered mail for formal complaints)

For questions specific to Alibaba.com, the group's B2B platform, a dedicated phone number is available: +86 400 826 1688. This service is primarily intended for professionals making wholesale purchases. The Alibaba.com Help Center also has comprehensive resources to support buyers in their processes, from finding suppliers to managing secure payments.

Social networks represent a complementary contact channel, especially for reporting issues not resolved through conventional means. AliExpress is present on Facebook, Twitter, and Instagram, where teams can intervene to unblock certain situations. This public visibility sometimes encourages faster responses. However, for questions involving personal data or order details, always prefer the secure channels of the official site.

The AliExpress mobile app deserves special mention for its convenience. Downloadable for free on Android and iOS stores, it brings together all tracking, shopping, and customer service features in an interface optimized for smartphones. Push notifications allow you to stay informed in real-time about order progress, and chat is accessible in a few taps. For regular buyers, the app also offers exclusive deals and priority access to certain promotions.

Understanding tracking statuses

When you track an Alibaba package online, different statuses may appear throughout its journey. These mentions reflect the successive stages of shipping, from order preparation by the seller to final delivery to your home. Understanding the meaning of each status allows you to calmly monitor the progress of your package and identify any anomalies.