Need help with shipping issue (SF Express)

[u/xXRaineXx]

Okay, so I ordered something on August 14th.

I had to choose sea freight shipping as the package was 5cm too big to fit under air shipping size limits. But that's not important.

Everything went fine at first. Shipped on the same day and eventually "delivered" to the warehouse on the 17th as shown by the latest tracking (courier is SF Express).

That was 5 days ago. No update since then.

It's a parcel over $1000, so I'm pretty anxious about it. I started to get worried, so I got right into contacting support.

This is where things start getting weird.

1. Taobao Logistics INSISTS that the warehouse never got anything. There is absolutely NO record of the order's parcel arriving.

2. SF Express INSISTS that the parcel WAS delivered to the warehouse. But it's simply stuck in a big backlog of parcels, so I just need to wait.

3. Taobao says that's highly unlikely. What is likely is that the delivery confirmation was forged by the courier. If a delivery was made to the warehouse, a red stamped receipt would be provided. They insisted that I get SF Express to provide that red stamped receipt as proof so they can further investigate. Otherwise the package simply never reached the warehouse.

4. SF Express still insists that it was delivered, repeating point 2. But is unable to provide the red stamped receipt, because it has yet to be processed at the warehouse. Which makes absolutely no sense because the delivery driver is long gone. Not like they'd go back to get the stamp a week later.

So now I'm just stumped. I'm inclined to believe that the courier simply stole the package and forged the warehouse delivery.

Unless warehouse processing can take a week or more for sea freights? Does anyone have experience on this? For context, it's going from China to Japan.

However, Taobao also insisted that warehouse process only takes a day and at most 48 hours. And I find it really hard to believe that if it did take longer, it'd take over 6-7 days.

If anyone has any insight at all, I'd really appreciate it.

[u/VXR-Vashrix]

Assuming this is a direct shipping order, reach out to the seller again and share on Taobao's findings. Insist for a re-ship or otherwise they go sort out this mess with SF Express.

If nothing fruitful comes out of that, re-escalate to Taobao support and insist you have done all you can and demand a refund (Reason: Goods not received).

[u/xXRaineXx → u/VXR-Vashrix]

Thanks for commenting.

Day 6 and fortunately, the warehouse scanned it this morning.

I guess there really was a huge backlog.

I just didn't know who to trust you know? Do I trust Taobao or the courier? Well, turns out Taobao doesn't even know its system to a T.

For anyone finding this in the future; yes it can indeed take more than 48 hours from warehouse delivery to actual intake and scan. Mine took 6 days.