Help for a late parcel
iTaoBuy’s help pages that matter when a parcel is late, the words used in a claim, and short answers to the first questions.
Where help lives on iTaoBuy
iTaoBuy’s help centre holds 17 articles. The ones that matter for a late parcel:
- Standard for Parcel After-Sales Compensation (the 2026 table)
- Logistics Package Exception Handling & Compensation Service Rules
- Guidelines for Submitting Compensation Applications
- Platform Logistics Instructions (the 2025 transit table)
- Contact Us and the notice list
Chat is labelled “7x24 Hours Online Support”. Email [email protected] handles customer service and counterfeit complaints; [email protected] handles copyright removals and the refund questions the Terms list.
Glossary: the words on a late-parcel claim
Most delays turn into a short exchange in the chat, and most of the confusion in those exchanges comes from a handful of words. Billable weight is not the scale reading. Day 0 is the shipping date, not the order date. A quoted window is a range on a card, not a promise. The full list is below the card, with the meaning each term has on this site.
Where iTaoBuy’s own pages use a label, such as File a Claim or Personal Center, the glossary keeps it exactly as written so you can find it on screen.
Three mix-ups come up again and again: counting from the payment date instead of the shipping date, reading the scale weight instead of the billable weight when working out the coupon tier, and treating the top of a quoted window as the point where compensation starts. The table’s own day counts are the only trigger.
| Term | Meaning here |
|---|---|
| Billable weight | The greater of actual weight and volumetric weight. Decides the 30 or 50 CNY coupon. |
| Volumetric weight | L × W × H in cm divided by 8000 on most dedicated routes, 6000 on some express routes. |
| Day 0 | The shipment date. Delay counts start here. |
| Dedicated route | A country or regional line run with a partner carrier, such as U.S. Line - F. |
| Postal small or large parcel route | HZ-ETY, HZ-EUB, HZ-SAL and HZ-Postal Parcel AIR. No delay payout in the table. |
| Worry-Free Shipping | iTaoBuy’s optional parcel cover, priced at (shipping + goods) × 3%, or 5% on sea and rail. |
| File a Claim | The button on a Worry-Free parcel’s page that opens the claim form. |
| GI number | The item number on the parcel’s item list, starting with GI. Used in missing-item claims. |
| QC | Quality check: the warehouse photos of an item before it ships. |
| GL / RL | Community approval or concern about photos; neither is an official return request or guarantee. |
| Quoted window | The transit range on an estimator card, such as 10-15 days. Not a promise. |
Questions people ask when the tracking stalls
Does a parcel that arrives on day 25 get the coupon
No. The table says more than 25 days, so the line is crossed on day 26 or later, counted from the shipment date.
Is the coupon cash
No. It is a shipping discount coupon for CNY 30 off (billable weight 3 kg or less) or CNY 50 off (over 3 kg), used on a later shipment.
Can I claim before the parcel arrives
For the coupon lines, the wording is about a parcel that takes more than 25 days to arrive, so file after delivery. For Worry-Free parcels the estimator says delay claims can be made from day 46 on dedicated routes and day 31 on express and EMS/ETK routes.
My parcel shipped on 28 March 2026. Which rules apply
The original scheme, because the new table covers parcels shipped on or after 1 April 2026. Ask customer service for its terms.
I used HZ-EUB. Is there anything for a delay
The 2026 table lists no delay payout for the postal small and large parcel routes, and the route description says compensation for delay is unavailable.
Does a typhoon or strike cancel my claim
The exclusion texts name severe weather, strikes and force majeure, but the decision is iTaoBuy's. File with your dates and let the answer name the exclusion if there is one.
Do I get the coupon and the 20% together
The table lists both in the same Worry-Free cell without saying. Ask when you file.
Where do I send the claim
Without Worry-Free: online customer service. With Worry-Free: the File a Claim button on the parcel page in the app, mobile site or PC site.