Common Shipping Issues
一、Has my order been shipped?
Dear friend,
Thank you for reaching out.
Normal orders are shipped within 3-5 business days, except for special products.You can track it here: [https://www.17track.net/zh-cn] (Please allow 24-48 hours for the tracking info to update).
Estimated delivery time: 10-15 business days.
If the link shows no movement for over a week, Please reach out to our customer service team. We will reply to you within 24 hours. Your patience is greatly appreciated.
Best regards,
[CHN Team]
二、The tracking shows "delivered", but I have not received it.
Dear friend,
I’m sorry to hear that you haven’t received your package even though the tracking says "Delivered".
Before we escalate this, could you please check:
With family members, roommates, or neighbors (carrier sometimes leaves it with them).
Around your porch, garage, or mailbox area (sometimes hidden for safety).
Your local post office – they may be holding it for pickup.
If it’s still missing after checking, Please contact our customer service. We will get back to you within 24 hours. Thank you for your patience.
CONTACT US:info@chnarchery.com
[CHN Team]
三、Why hasn't the tracking updated for so long?
Dear friend,
I understand your concern about the tracking status not updating.
Usually, tracking updates every 2-5 days. However, delays can happen due to:
Customs clearance (especially for international orders)
Remote area delivery
Peak season (e.g., Christmas, Black Friday)
Don’t worry – your package is still in transit. If there is no update for more than 7 business days, please contact us again, and we will open an investigation with the shipping company.
CONTACT US:info@chnarchery.com
Thank you for your patience,
[CHN Team]
四、Why is my package showing as returned?
Dear friend,
I'm sorry to hear that your package has been returned to us.I completely understand your frustration. I’m sorry this happened and I’ll do my best to help you resolve it.
Based on the carrier's update, the return may have been caused by one of the following reasons:
Possible return reasons:
1.Incomplete or incorrect shipping address – Missing apartment number, street number, postal code, or recipient name.
2.Recipient not available – Carrier attempted delivery 2-3 times but no one was home to receive the package.
3.Pickup time expired – Package was held at the local post office but not picked up within the required time (usually 7-15 days).
4.Recipient refused the package – Customer declined to accept the package upon delivery.
5.Customs issues – Prohibited/restricted items, incorrect or missing customs declaration, or customer refused to pay import duties/taxes.
6.Carrier unable to deliver – Address was damaged on the label, or the carrier could not locate the address.
Insufficient postage – The package required additional postage that was not paid.
If your package is returned, please don't worry — just contact us and we will help you.
CONTACT US:info@chnarchery.com
What we can do for you now:
Please let us know how you would like to proceed:
Reship – You pay the reshipping fee (same as original shipping cost), and we will send it out again to a corrected address.
Refund (product only) – We refund the product price. The original shipping fee is non-refundable because the shipping service has already been used.
Once you provide your decision, we will process it within 1-2 business days.
Thank you for your understanding and patience.
Best regards,
[CHN Team]