CAINIAO Customs, Delays and Lost Parcels: What to Do

First steps for each kind of problem

Before buying, check that your route accepts the items. Once a parcel is moving, the latest tracking event shows who has it, and that is who can help.

Delivered to the warehouse but not checked in: gather the domestic tracking number and proof of delivery, then contact CAINIAO customer service in the app.
Held at customs: follow the official notice, and reply only through CAINIAO App or the carrier named in the tracking.
Marked delivered but missing: check around the address, then contact the local carrier and CAINIAO customer service with the tracking number.

Can this particular item be shipped?

Check the exact item before it is sent to a warehouse. These steps are planning guidance, not approval to carry or import a product.

Scroll horizontally to see all columns.

Can this particular item be shipped?
Check	What to check	Next step
Identify the item	Product link, materials, quantity and features such as batteries, liquids, powders, food or magnets.	Give this information to official support for the selected service; a broad name such as “accessory” is not enough.
Check the selected route	Destination, air/sea option and the matching warehouse; review the route’s restriction lookup.	For US shipments, use the official US restriction lookup below. Its US results do not establish acceptance for another country or route.
Check destination import requirements	Use the destination’s customs resources to check prohibited or restricted goods and any permit requirements.	Open the destination resources below and confirm how the carrier handles declaration and import charges. Carrier acceptance does not replace import checks.
An answer is still unclear	Save the product details and the official response for the actual route.	Pause the purchase or warehouse shipment and ask official support to resolve the uncertainty. Do not treat a seller’s willingness to ship as route approval.

The official US lookup is scoped to US service. For other destinations use the destination resources and selected service. This table does not create a universal prohibited-goods list or guarantee customs clearance.

Items CAINIAO refuses or restricts

Refused on all routes: live animals, frozen goods, illegal drugs, flammables such as lighters, alcohol and perfume, aerosols, and counterfeit brands.
US: skincare and cosmetics, gels, sunscreen sprays and nail gel are restricted; liquids are limited to 1 kg or 1 L per item, and medicines to 10 boxes and 800 ml per parcel.
Batteries, power banks and magnets are restricted on many routes, including Thailand.
The final decision is made at warehouse inspection. Fines for prohibited or under-declared goods fall on the customer.

CAINIAO prohibited and restricted items, 2026 · US food and sensitive goods

Compensation for loss, damage and delay

For a lost or damaged parcel, or one later than its route's longest delivery time, CAINIAO refunds the shipping paid and pays for the goods at the lower of declared and actual value.
Each shipment has a cap. Under the 2026 US rules it is ¥1,000 for air express, ¥2,000 for premium air and ¥5,000 for sea.
Claim within 60 days of tracking stopping, or within 5 days of delivery for a missing or damaged item.
Have the order record, proof of the shipping payment and photos of the box, contents and label ready.
Not covered: fragile items except for loss, jewellery and valuables, perishables, used goods and undeclared items.

CAINIAO compensation rules, 2026

Contacting CAINIAO

Customer service is available 24/7 in CAINIAO App, in Chinese and English; tap the headset icon on the consolidation page. Have your order number and tracking number ready.

CAINIAO official US tutorial

Questions

What should I do if a parcel is held at customs?

Start with the latest tracking event and your order details, and respond only through the seller or the delivery contact named in the official notice. Do not send payment or identity details through an unverified message.

CAINIAO parcel held, delayed or lost: what to do