Cainiao tracking

What is Cainiao?

Cainiao Smart Logistics Network Limited, more commonly known as Cainiao, is a Chinese logistics company founded in 2013 under the auspices of the Alibaba Group and a consortium of major delivery companies in China. Based in Hangzhou, this entity constitutes Alibaba's logistics arm and has established itself as an essential player in the global e-commerce supply chain. Unlike traditional carriers that own their own fleet of vehicles and trucks, Cainiao initially adopted an "asset-light" model focused on infrastructure efficiency. It is primarily an intelligent logistics platform that relies on big data, artificial intelligence and advanced technologies to coordinate a vast network of partners worldwide.

Cainiao's history began on May 28, 2013, when Alibaba Group partnered with eight other major companies to create this new logistics entity. The stated objective from the start was ambitious: to revolutionize e-commerce logistics in China and then internationally. Cainiao's mission is to meet the colossal logistics needs generated by Alibaba's e-commerce platforms, namely AliExpress, Taobao and Tmall, while offering its services to other businesses. In just a few years, Cainiao achieved "unicorn" status thanks to exceptional valuation and has risen to the rank of the world's largest e-commerce logistics companies.

• Date of creation: May 28, 2013, the result of a partnership between Alibaba Group and eight major Chinese companies in the logistics sector
• Parent company: Alibaba Group, a Chinese giant in e-commerce and technology
• Headquarters: Hangzhou, Zhejiang Province, China
• Positioning: World leader in logistics for cross-border e-commerce
• Infrastructure: More than 1,100 warehouses representing approximately 16.5 million square meters, more than 380 sorting centers worldwide including 18 abroad

Cainiao's business model is based on bringing together thousands of carriers, warehouses and courier companies to offer efficient and economical shipping solutions at scale. Rather than operating as an isolated carrier, Cainiao acts as an orchestrator that connects various players in the supply chain within a unified platform. This collaborative approach makes optimal use of existing infrastructure and increases overall network efficiency. Today, Cainiao handles millions of parcels daily and serves over 200 countries and regions worldwide, making it a cornerstone of goods transit related to global e-commerce.

In which countries does Cainiao deliver?

Cainiao has exceptionally extensive geographic coverage, the result of its collaborative model and partnerships with hundreds of local carriers worldwide. The company controls and operates critical logistics nodes in strategic locations, covering over 200 countries and regions across all continents. This global reach enables Cainiao to facilitate the routing of parcels from China to virtually any destination, making the carrier a central player in international e-commerce.

In China, Cainiao ensures complete coverage of the national territory through a dense network of local partners. The company is able to deliver within 24 hours in many Chinese regions, particularly in major cities where same-day or next-day delivery services are offered. Cainiao's long-term vision is to ensure 24-hour domestic delivery across the entire Chinese territory and 72-hour global delivery.

• Mainland China: Complete territory coverage with 24-hour express delivery in major cities
• Asia-Pacific: Strong presence in Southeast Asia with hubs in Malaysia, Hong Kong, Indonesia, Vietnam and Thailand
• Europe: Network centered around the Liège hub in Belgium, covering nearly all European countries
• North America: Distribution centers in the United States (Los Angeles, New York, Chicago, Miami, Dallas) and Canada
• Middle East: Recent expansion in Gulf Cooperation Council countries with 3-day delivery service
• Latin America: Notable presence in Brazil and Mexico with local delivery services
• Oceania: Coverage of Australia and New Zealand with express options

Cainiao's international infrastructure relies on a network of eHubs strategically positioned. In Europe, the Liège hub in Belgium is the main gateway for goods from China to the European Union. This major logistics center connects air routes, China-Europe trains and maritime freight to form an efficient shipping network. In Southeast Asia, Cainiao operates a major eHub in Kuala Lumpur, Malaysia, taking advantage of that airport's free trade zone status to facilitate shipping to neighboring countries. Hong Kong also houses an ultramodern intelligent logistics center adjacent to the airport, designed as a hub for e-commerce freight in Asia.

Cainiao continues to expand its global presence. The company recently announced the expansion of its "Global 5-Day Delivery" service to several new countries, including Vietnam, Singapore, the Philippines, Hungary, Austria and Qatar. This flagship service is now available in around fifteen countries, including key markets in Europe, the United States, the Middle East and South Korea. The company has also launched a global-to-global express network in Gulf Cooperation Council countries, offering cross-border delivery in just 3 days.

What are Cainiao's delivery services and timelines?

Cainiao offers a complete range of delivery services tailored to the varied needs of e-commerce, ranging from the most economical options to premium express solutions. The choice of service typically depends on the urgency of delivery, the type of product shipped, the destination and agreements made with the merchant. The company structures its offering around three main categories: economical services, standard services and express or premium services.

Cainiao's economical services are designed for shipments where price takes priority over speed. These options are particularly popular for low-value items where shipping costs represent a significant portion of the total price. Although slower, these services allow sellers to offer very competitive or even free shipping rates, which stimulates sales on platforms like AliExpress.

• Cainiao Super Economy Global: The most economical option with delivery times of 30 to 55 business days. This service uses land or air routes with stops and offers partial tracking. Ideal for small non-urgent items
• Cainiao Expedited Economy: A slightly faster version of the economical service, with delivery times of 25 to 35 days to Europe. Offers better value for shipments under 2 kg
• Economy Service (sea freight): Uses maritime transport with guaranteed delivery in 16 to 26 days. Suitable for less urgent shipments but with more predictable timelines

Standard services represent the core of Cainiao's offering and provide the best compromise between cost and speed. The "AliExpress Standard Shipping" formula, managed behind the scenes by Cainiao, is particularly widespread on Alibaba Group platforms. These services primarily use air transport and offer complete end-to-end tracking.

• Standard Service: Air or land transport with delivery in 7 to 12 days to key countries. Suitable for small light items and sensitive goods requiring careful handling
• Cainiao Expedited Standard: An accelerated version of standard service offering delivery times of 5 to 10 days depending on destination. Better tracking visibility for a slight additional cost
• AliExpress Standard Shipping: Delivery in 10 to 20 days to major destinations, with full tracking. Fastest to the United Kingdom, France and Germany (7 days after pickup)

Cainiao's premium and express services are aimed at buyers and sellers for whom speed is paramount. These more expensive options guarantee short delivery times and real-time tracking at each stage of the journey.

• Global 5-Day Delivery: Flagship service launched in 2023 guaranteeing delivery in 5 business days to 14 selected countries including Spain, the United Kingdom, the Netherlands, Belgium, France and the United States
• Cainiao Premium: Premium solution with delivery in 3 to 7 days to Australia and other high-demand markets. Complete tracking and dedicated customer service
• GCC Express Service: 3-day delivery by air freight or 6-8 days by land to Gulf countries (Emirates, Saudi Arabia, Qatar, etc.)

Cainiao also offers specialized services for goods requiring special handling. The "Cainiao Special Goods" line is designed for shipments containing regulated materials such as lithium batteries, liquids or cosmetics, ensuring handling compliant with international safety standards. The "Cainiao Heavy Parcel Line" allows shipping of bulky or heavy items internationally by partnering with suitable freight carriers. These specialized services are available in 53 countries and use a mix of air, rail and road transport.

It is important to note that delivery times may vary depending on several factors: customs procedures, weather conditions, peak activity periods such as Singles' Day (11.11) or year-end holidays, and final destination. Cainiao recommends that buyers allow an additional 3 to 5 days during peak periods or when customs regulations change.

What are Cainiao's rates and maximum dimensions accepted?

Cainiao shipping rates vary considerably depending on the service chosen, the destination, the weight and dimensions of the parcel. The company generally calculates shipping costs in increments of 0.5 kg, taking into account either actual weight or volumetric weight (whichever is higher). This pricing method encourages shippers to optimize their packaging to reduce costs.

For economical cross-border shipments, Cainiao offers particularly competitive logistics costs. Depending on destinations and services, fees can start around 2 US dollars for small light parcels, with adaptation to mainstream products valued between 0 and 8 dollars. The company displays shipping costs approximately 1 dollar per kilogram lower than the market average, which represents a significant advantage for sellers handling large volumes.

• Economical air freight (taxes included): First half-kilogram at 120 yuan (approximately 16 euros), then 45 yuan per additional 0.5 kg increment
• Standard air freight (taxes included): First half-kilogram at 130 yuan (approximately 18 euros), then 53 yuan per additional 0.5 kg increment
• Sea freight to Singapore: From 230 to 460 yuan (48 to 95 Singapore dollars) per cubic meter, excluding taxes and customs duties
• GCC Express Service: Costs maintained around 1 dollar less per kg than the market average

Regarding maximum dimensions and weight, Cainiao applies limits that vary depending on the service and transport mode chosen. For consolidated air freight intended for small parcels, the limits are generally as follows: the sum of dimensions (length + width + height) must not exceed 500 cm, the volume must be less than 0.5 cubic meters, and the total weight must not exceed 30 kg. For individual parcels, each package must not exceed 180 cm (L+W+H) or weigh more than 25 kg.

• Small parcels (consolidated air freight): L+W+H ≤ 500 cm, volume ≤ 0.5 m³, total weight ≤ 30 kg. Individual parcel: L+W+H ≤ 180 cm, weight ≤ 25 kg
• Large parcels (sea freight): Max length ≤ 350 cm, L+W+H ≤ 720 cm, volume > 0.1 m³, billable weight between 20 kg and 500 kg
• Door-to-door delivery: Max length ≤ 350 cm, L+W+H ≤ 600 cm, total weight ≤ 1000 kg
• Pickup points: Max length ≤ 100 cm, L+W+H ≤ 200 cm, total weight ≤ 20 kg
• Automated lockers: Max weight 3 kg, max dimensions 39 x 19 x 41 cm

For lightweight shipments under 2 kg destined for Europe via economical services, fees are calculated in ascending increments of 150 grams. Parcels exceeding Cainiao's standard dimensions can be shipped via the "Heavy Parcel Line", a service specifically designed for bulky or heavy goods. This expanded service is now available in 11 countries including Europe, the Americas, Australia and South Korea.

Cainiao also offers discount codes allowing users to save on shipping fees. The official code "USAVE" can be used when consolidating orders to benefit from preferential rates. The company provides an online price calculator that provides accurate estimates based on parcel dimensions and weight, as well as the desired destination.

What are Cainiao's delivery options?

Cainiao offers a variety of delivery options designed to adapt to different recipient needs and preferences. The company has developed a comprehensive ecosystem combining home delivery, pickup points and automated lockers, allowing customers to choose the reception method that works best for them. This flexibility is a major advantage of Cainiao, particularly in urban areas where recipients are often absent during traditional delivery hours.

Home delivery remains the most common option for Cainiao parcels. In key markets such as Spain and France, Cainiao offers a complete door-to-door service in partnership with local carriers. This service covers pickup from the sender, sorting, regional routing and final delivery to the recipient. Parcels can be delivered to homes within 48 hours in the best cases for local shipments. In Hong Kong, Cainiao promises "next-day" delivery across the entire territory thanks to its dense network of partners.

• Standard home delivery: Parcel delivery to the stated address, generally with recipient signature. Available in over 200 countries via Cainiao's local partners
• Express door-to-door delivery: Accelerated service with delivery within 48 hours minimum in key European markets (Spain, France, Poland)
• Scheduled delivery: Ability to choose a preferred time slot in certain markets equipped with advanced notification systems

Cainiao Pickup Points provide a convenient alternative to home delivery. This service allows recipients to pick up their parcels at nearby shops, partner post offices or dedicated stations in their neighborhood. This option is particularly appreciated by people absent during delivery hours, living in buildings with restricted access, or wishing to save on delivery fees (up to 20-30% cheaper than home delivery).

Cainiao has also deployed a vast network of intelligent automated lockers, called Cainiao Post, in several countries. These connected boxes allow self-service pickup 24 hours a day, 7 days a week, offering maximum flexibility to recipients. In China, this network is particularly dense and covers residential neighborhoods, university campuses and even rural areas. Internationally, Cainiao has installed its own lockers in Spain, France, Poland and other European countries.

• Automated lockers: 24/7 pickup via code or Cainiao app scan. Max parcel 3 kg and 39x19x41 cm. 48-hour pickup deadline before return to depot
• In-store pickup points: Parcels up to 20 kg accepted, combined dimensions max 200 cm. 3-business-day pickup deadline, then storage fees of 12 HKD per day (Hong Kong)
• Cainiao Post Stations: Over 500 pickup points in certain markets, offering 20-30% savings on shipping fees

The Cainiao mobile app plays a central role in delivery management. It allows users to track their parcels in real time, locate nearby lockers and pickup points, manage delivery preferences and even connect family members to collectively manage parcel receipts. The app sends proactive notifications informing recipients of the imminent arrival of their parcel and the driver's time window based on information collected throughout the journey.

In China, Cainiao developed Cainiao Guoguo, an app that connects shippers, independent couriers and local delivery companies. This platform allows an individual or small merchant to request parcel pickup and the system automatically assigns an available nearby courier. This collaborative delivery logic enables a large number of couriers, including self-employed workers, to densify distribution coverage in urban areas.

What should I do if my Cainiao parcel is lost or damaged?

Handling claims for lost or damaged parcels with Cainiao can be complex due to the company's multi-partner logistics model. When a problem occurs, it is essential to understand the different avenues of recourse available and follow a methodical procedure to maximize the chances of obtaining a refund or compensation. The first step is always to carefully document the problem and retain all available evidence.

Cainiao offers a compensation system up to 2000 yuan (approximately 250 euros) for lost or damaged parcels, without obligation to disclose the exact price of goods. This policy applies notably to Cainiao Guoguo services in China, which include protection against delays, losses and damages. However, compensation conditions and amounts may vary depending on the service used and the destination country.

• Claim deadline: Report the problem as soon as it is discovered, ideally within days of the expected delivery date or receipt of a damaged parcel
• Documents to provide: Tracking number, tracking screenshots, damage photos (if applicable), purchase invoice or declaration of goods cost
• Maximum compensation: Up to 2000 yuan for covered services, subject to claim validation
• Processing time: Generally, a response is provided within 10 days of claim submission, but this timeline may vary

To contact Cainiao customer service, several channels are available. In China, dedicated phone lines are accessible: 951966 for individual customers (8am-10pm), 951968 for merchants and partners (9am-9pm), 956160 for Cainiao Logistics (8am-10pm) and 951967 for Cainiao Post (9am-9pm). Internationally, contact is mainly through online support on the Cainiao official website or by email at [email protected]. Cainiao also has a global compliance platform allowing submission of formal complaints.

In practice, it is often more effective to go through the e-commerce platform where the purchase was made (AliExpress, Taobao, Tmall) rather than contact Cainiao directly. These platforms have well-established dispute procedures and can exert pressure on the carrier to resolve issues. On AliExpress for example, opening a dispute triggers a mediation process that can result in full or partial refund.

• Step 1: Check tracking status and wait for the maximum timeline indicated for the chosen service before considering the parcel lost
• Step 2: Contact the customer service of the purchase platform (AliExpress, Taobao) and open a dispute by providing all evidence
• Step 3: If the platform does not resolve the issue, contact Cainiao directly through official channels
• Step 4: If unsuccessful, consider reporting the case to consumer protection authorities in your country

For valuable shipments, it is recommended to opt for premium services that include better insurance coverage and complete tracking. Some Cainiao partners like Sendcloud offer additional protection options (Shipping Protection) that cover losses beyond standard limits. It is also crucial to always retain proof of delivery (signature or deposit confirmation) and check the parcel's condition immediately upon receipt to document any visible damage.

Does Cainiao handle international shipments and customs procedures?

Managing international shipments and customs procedures is one of Cainiao's strengths, as the company was designed from the outset to facilitate cross-border flows of goods. The company has developed in-depth expertise in processing international shipments and collaborates with service providers at over 100 ports worldwide. This ability to orchestrate millions of daily shipments crossing borders makes Cainiao an essential player in the logistics of global e-commerce.

The Cainiao international shipping process begins with consolidation of shipments at the country of origin. In China, parcels from different sellers are routed to regional consolidation centers where they are assembled by destination or common route. This consolidation optimizes transport costs by sending consolidated batches of hundreds of parcels to the same region, rather than scattered shipments. Packages are then placed in sealed containers or postal bags before shipment.

• Consolidation: Grouping parcels by destination in Chinese sorting centers to optimize costs and aircraft cargo capacity
• Main transport: Routing by air (majority), rail (China-Europe trains) or sea depending on chosen service
• Electronic pre-clearance: Advance transmission of data to destination country customs before physical arrival of goods
• Customs clearance: Processing of customs procedures by Cainiao teams or local partners
• Final distribution: Injection into the domestic logistics network of the country for delivery to recipient

Cainiao has developed an intelligent customs clearance system (Customs SaaS Solutions) that uses artificial intelligence and big data analysis to accelerate customs processing. This system transmits detailed information to customs authorities about the contents of each parcel, its declared value, the identity of sender and recipient, allowing customs to pre-validate shipments before physical arrival. This anticipation significantly reduces customs clearance times, which generally take only one to two days for Cainiao parcels.

Cainiao's international logistics centers, such as the one in Liège, Belgium, integrate on-site customs clearance facilities where customs officers operate directly to rapidly process large volumes. This proximity between the sorting center and customs office eliminates unnecessary transfers and accelerates release of goods. In case of problems (parcel held for inspection, missing documents), Cainiao teams can intervene quickly to provide required additional information.

• Customs duties and taxes: If the parcel value exceeds the destination country's exemption threshold, duties and taxes may apply. The recipient is generally informed through the tracking system with payment instructions
• Services with taxes included: Cainiao offers air freight options with taxes included (lines such as "HS" for Hanshui Sea for example), where duties are prepaid to avoid surprises for the recipient
• Impact of customs tariffs: Import tariff policies of importing countries, notably additional duties imposed on goods from China, may affect timelines and extend processing time by several days

For shipments containing regulated goods (lithium batteries, liquids, cosmetics, food products), Cainiao offers specialized services ensuring handling compliant with safety standards and international regulations. The "Cainiao Special Goods" service handles these sensitive shipments with appropriate documentation and packaging required for international air transport. These options are available in 53 countries and allow legal shipping of products that would be rejected by standard services.

Tracking of Cainiao international shipments reflects the various customs stages traversed. Typical statuses include: "Arrived in destination country", "Customs clearance in progress", "Customs taxation - Please pay the tax" (when duties are due), "Import customs clearance complete" (customs clearance finished), then transfer to local carrier for final delivery. This transparency allows recipients to precisely follow the progress of their parcel through import procedures.

Understanding tracking statuses

When tracking a Cainiao parcel online, different statuses may appear reflecting successive stages of routing. Cainiao assigns each shipment a unique tracking number, often in alphanumeric format starting with "LP" followed by numbers. This number allows tracking the parcel on the Cainiao platform but can also be linked to partner carrier systems to ensure information continuity until final delivery. Here are the main statuses and their meaning: