ZTO Express Tracking

Please enter the ZTO Express tracking number to check the latest shipping status.

https://www.zto.com

TRACK

About ZTO Express

ZTO Express is a China-based express delivery and logistics carrier commonly known in Chinese as 中通快递. ZTO Express primarily operates parcel pickup, sorting, trunk transport and delivery services in mainland China, and it may appear in cross-border ecommerce tracking when a shipment is handled by ZTO Express, ZTO-related international services, or a logistics partner connected to a ZTO Express waybill.

Core Carrier Profile

Field	Verified information
Official name	ZTO Express; Chinese brand name: 中通快递
Official website	https://www.zto.com
Carrier type	Express parcel carrier and logistics network operator
Primary region	Mainland China domestic express network; cross-border visibility depends on the specific ZTO Express service or partner route
Tracking page	ZTO Express official website tracking entry
Parent organization	ZTO Express group entities operate the ZTO Express brand; investors often identify the listed entity as ZTO Express (Cayman) Inc.
Founded	Not repeated here unless confirmed on the current official ZTO Express source used by your market or investor page
Headquarters	Not repeated here unless confirmed on the current official ZTO Express source used by your market or investor page

Carrier Entity Relationships

Entity

Relationship to ZTO Express

ZTO Express

ZTO Express is the canonical carrier entity that issues or recognizes ZTO Express waybill numbers for parcels handled in its network.

View all details for ZTO Express carrier entity

Entity type	Express carrier brand
Why it matters to tracking	Users should select ZTO Express when the shipment label, merchant shipping notice or waybill shows ZTO Express or 中通快递.
Official evidence	The official website is published at https://www.zto.com and presents ZTO Express services and tracking entry points.

Domestic express services

Domestic express services are operated through the ZTO Express pickup, sorting, line-haul and delivery network in mainland China.

View all details for ZTO Express domestic services

Entity type	Operated service family
Why it matters to tracking	Most ZTO Express waybills show acceptance, transfer-center and delivery scans inside China.
Official evidence	ZTO Express official service and tracking pages describe domestic express functions and shipment query tools.

ZTO Express tracking products

ZTO Express tracking products display available shipment events after a waybill is created and physically scanned by ZTO Express or a connected network node.

View all details for ZTO Express tracking products

Entity type	Tracking tool and shipment query system
Why it matters to tracking	A pre-advised number can exist before the parcel is physically handed to ZTO Express, so the first scan is the key evidence of possession.
Official evidence	The ZTO Express official website provides shipment inquiry functions for ZTO Express waybills.

Sorting centers and outlets

ZTO Express sorting centers and local outlets are network entities that scan parcels as they move from pickup to destination delivery.

View all details for ZTO Express network entities

Entity type	Facility and local service network
Why it matters to tracking	Facility scans help identify whether the parcel is at origin, in line-haul, at destination, out for delivery, held, returned or delayed.
Official evidence	ZTO Express official outlets and service functions reference network service points and shipment processing.

International or last-mile partners

International or last-mile partners may handle parts of a cross-border route, but partner events do not prove that ZTO Express physically holds the parcel unless a ZTO Express scan confirms it.

View all details for ZTO Express partner relationships

Entity type	Handoff carrier or logistics partner
Why it matters to tracking	Cross-border shipments can show electronic data before physical handoff, customs gaps or destination carrier events under a related number.
Official evidence	Official ZTO Express and ZTO international service pages should be used to confirm the exact route and partner for a specific shipment.

17TRACK

17TRACK is an independent multi-carrier tracking platform that aggregates available ZTO Express tracking events and helps identify carriers for ecommerce shipments.

View all details for 17TRACK relationship

Entity type	Independent tracking platform
Why it matters to tracking	17TRACK can display standardized tracking visibility across carriers, but 17TRACK does not transport parcels, change addresses or approve compensation.
Official evidence	17TRACK API documentation describes multi-carrier tracking registration and query workflows.

Quick Answer

To track ZTO Express packages, enter the ZTO Express waybill or tracking number on the official ZTO Express website or on 17TRACK. 17TRACK can help aggregate available scans and standardize statuses, but 17TRACK is independent and cannot transport the parcel, change the delivery address, issue refunds or approve claims.

Question	Direct answer
Where do I enter the number?	Use ZTO Express official website or 17TRACK.
What number should I use?	Use the ZTO Express waybill number from the shipping label, merchant shipment email, app order page, receipt or pickup record.
Why is there no result?	Check for copied spaces, wrong carrier selection, a merchant order number instead of a waybill, or a label that has been created before physical handoff.

How to Track ZTO Express Packages

ZTO Express tracking starts with a waybill number. A merchant order number, payment reference or shopping-platform order ID is not the same thing unless the seller explicitly maps it to a ZTO Express waybill.

Method	Steps
Official ZTO Express tracking	1. Open the official ZTO Express website. 2. Find the shipment query or tracking entry. 3. Paste the waybill number. 4. Review acceptance, transfer, delivery, signed or exception events.
17TRACK tracking	1. Enter the tracking number on 17TRACK. 2. Let 17TRACK identify or select ZTO Express if needed. 3. Compare ZTO Express events with possible partner events for cross-border parcels.
Merchant or marketplace order page	Use the number shown in the shipping section. If only an order number is shown, ask the seller for the carrier name and ZTO Express waybill number.

Pro Tip: If a ZTO Express number is newly created, wait for a physical acceptance scan before assuming ZTO Express has the parcel. Electronic data only means shipment information may have been submitted.

Tracking Number Formats and Examples

ZTO Express tracking numbers are normally waybill identifiers printed on a shipping label or issued through a ZTO Express shipping system. ZTO Express does not publicly expose a single universal validation rule for every current, legacy, partner and cross-border identifier, so a number that is accepted by tracking should be treated as confirmed by system recognition rather than by prefix alone.

Tracking Number Format

Identifier family

Normalized pattern

ZTO Express domestic waybill

Usually numeric; remove spaces and hyphens before querying; example format: #### #### ####

View all details for ZTO Express domestic waybill

Length/structure	Length can vary by ZTO Express product, generation channel and label system; the current official public site should be used for validation.
Issued by	ZTO Express or a ZTO Express authorized shipping platform.
Typical service/use	Mainland China parcel pickup, transfer and delivery.
Who sees it and where	Senders see it on the counter receipt, app order record, electronic label or pickup record; recipients see it in merchant shipping notices or marketplace logistics pages.
Tracking scope	Normally visible from label creation or acceptance through sorting, line-haul, out-for-delivery and delivery scan.
Important caveat	Do not infer service level only from the first digits; query ZTO Express or 17TRACK to confirm carrier recognition.

Merchant order or reference ID

Marketplace-specific letters or digits; example format: ORDER-####-XXXX

View all details for merchant order or reference ID

Length/structure	Defined by the seller, marketplace or warehouse management system, not by ZTO Express.
Issued by	Merchant, marketplace or fulfillment platform.
Typical service/use	Order lookup, payment reconciliation or warehouse picking.
Who sees it and where	Buyers see it on the order page; support teams use it to find the real ZTO Express waybill.
Tracking scope	Not trackable as a ZTO Express number unless mapped internally by the seller.
Important caveat	If ZTO Express tracking says invalid, ask the seller for the logistics tracking number, not the order number.

Partner-issued cross-border number

Numeric or alphanumeric; may include partner route codes; example format: XX #### #### ##

View all details for partner-issued cross-border number

Length/structure	Depends on the origin logistics provider, international service, customs broker or destination carrier.
Issued by	A shipping partner, ecommerce platform, cross-border logistics provider or destination carrier.
Typical service/use	Cross-border ecommerce shipments where ZTO Express may handle an origin, domestic leg, warehouse handoff or last-mile segment.
Who sees it and where	Marketplace buyers may see one origin number first and another last-mile number after import or destination handoff.
Tracking scope	Visibility can be split across partner systems; 17TRACK can help aggregate available carrier events.
Important caveat	A number being searchable with ZTO Express does not necessarily mean ZTO Express originally issued it.

UPU S10 postal identifier

Two letters + nine digits + two-letter country code; example format: LX ### ### ### CN

View all details for UPU S10 postal identifier

Length/structure	13 characters under the UPU S10 family, often used by postal operators for international registered, parcel or packet items.
Issued by	Usually the origin postal operator, not ZTO Express, unless a ZTO-related service explicitly provides a postal number through a partner.
Typical service/use	International postal packets and parcels that may later be handed to domestic or destination postal carriers.
Who sees it and where	Cross-border buyers often see the origin postal number on a marketplace logistics page.
Tracking scope	Postal visibility normally follows export, exchange office, import and destination delivery events where data is shared.
Important caveat	If the route uses ZTO Express only as a domestic pickup or partner leg, ZTO Express may not be the issuing carrier for the S10 number.

Tracking Statuses and Meanings

ZTO Express tracking events should be read as a custody timeline. The most important distinction is whether a label or electronic order exists, whether ZTO Express has physically accepted the parcel, and which party is responsible at the current stage.

Status Quick Lookup

Status

What it means

Shipment information received

A waybill or electronic order exists, but physical pickup may not yet be proven.

View all details for shipment information received

Lifecycle stage	Pre-shipment
Current responsible party	Sender, merchant, warehouse or shipping platform until ZTO Express acceptance is scanned.
What happens next	The parcel should be picked up or handed over to a ZTO Express outlet.
What you should do	Check the seller’s dispatch time and wait for the first acceptance scan before escalating.

Accepted / collected

ZTO Express has scanned the parcel at pickup, outlet or an origin processing point.

View all details for accepted or collected

Lifecycle stage	Accepted
Current responsible party	ZTO Express origin outlet or pickup operation.
What happens next	The parcel enters sorting and origin dispatch.
What you should do	No action is usually needed unless the next scan is missing for an unusual period.

Arrived at sorting center

The parcel has reached a ZTO Express transfer or sorting facility.

View all details for arrived at sorting center

Lifecycle stage	In transit
Current responsible party	ZTO Express sorting center.
What happens next	The parcel is sorted to the next line-haul, destination facility or delivery outlet.
What you should do	Monitor the next departure or arrival event.

Departed sorting center

The parcel has left a facility for trunk transport or onward routing.

View all details for departed sorting center

Lifecycle stage	In transit
Current responsible party	ZTO Express line-haul network or contracted transport leg.
What happens next	The next scan normally occurs at a destination transfer center or delivery station.
What you should do	Allow for normal visibility gaps during road, air or trunk transport.

Customs or cross-border processing

A cross-border shipment is undergoing export, import, security or customs-related processing.

View all details for customs or cross-border processing

Lifecycle stage	Customs/Handover
Current responsible party	Customs authority, broker, airline, postal exchange, ZTO Express partner or destination carrier depending on the event.
What happens next	Release, tax notification, partner handoff, destination carrier acceptance or return.
What you should do	Check for tax payment, ID or import-document requests from the seller, broker or destination carrier.

Out for delivery

The parcel is assigned to a courier or local delivery route.

View all details for out for delivery

Lifecycle stage	Out for delivery
Current responsible party	ZTO Express delivery outlet, courier or destination partner.
What happens next	Delivery, pickup notice, failed delivery, address exception or return routing.
What you should do	Keep the phone available and verify that the delivery address and contact details are correct.

Delivered / signed

The carrier recorded delivery, signature, pickup, locker deposit or authorized receipt.

View all details for delivered or signed

Lifecycle stage	Delivered
Current responsible party	Recipient, authorized receiver, pickup point, property office or local delivery outlet depending on delivery proof.
What happens next	The shipment is normally closed unless the recipient reports non-receipt or damage.
What you should do	Check the delivery location, family members, reception desk, neighbor, smart locker or pickup station before opening an inquiry.

Exception / delivery failed

The parcel could not proceed normally because of address, contact, access, customs, safety or routing issues.

View all details for exception or delivery failed

Lifecycle stage	Exception
Current responsible party	ZTO Express, destination partner, sender, recipient or customs authority depending on the exception reason.
What happens next	Redelivery, address confirmation, self-pickup, return, customs clearance, damage review or investigation.
What you should do	Contact the party shown in tracking and ask the sender to support address correction or claim steps if needed.

Returned to sender

The parcel is being sent back because delivery, pickup, customs clearance or address resolution did not succeed.

View all details for returned to sender

Lifecycle stage	Return
Current responsible party	The carrier or partner currently transporting the return leg.
What happens next	The parcel moves back to the sender, warehouse or platform return address.
What you should do	Recipient should contact the seller; sender or merchant should check return reason and refund or reship policy.

Services and Delivery Times

ZTO Express service availability, acceptance conditions and delivery standards depend on origin, destination, product, cutoff time, network conditions and whether the shipment is domestic or cross-border. Treat any displayed delivery date as an estimate unless ZTO Express explicitly provides a service guarantee for that shipment.

Service Comparison

Service

Best for

Domestic express parcel

China domestic consumer and ecommerce parcels that need pickup, sorting, transport and delivery tracking.

View all details for ZTO Express domestic express parcel

Service type	Domestic express delivery
Coverage	Mainland China network subject to ZTO Express serviceable locations.
Tracking level	Waybill events from order creation or acceptance through delivery or return.
Key size/weight condition	Acceptance depends on current ZTO Express rules for item type, route and outlet capability.
Included protection/extra service	Declared value, insurance or special handling should be confirmed at shipment creation.
Main limitation	Not every address, restricted item or oversize parcel is accepted under standard express rules.

Ecommerce shipping

Marketplace sellers, warehouses and platforms that need generated labels and status visibility for buyers.

View all details for ZTO Express ecommerce shipping

Service type	Commercial parcel and platform logistics service
Coverage	Depends on contracted platform route and ZTO Express service area.
Tracking level	Standard waybill events and platform-facing logistics updates where integrated.
Key size/weight condition	Defined by the seller contract, route product and ZTO Express acceptance rules.
Included protection/extra service	Depends on business agreement and selected value-added services.
Main limitation	Buyers usually need the seller to handle refunds, reshipments and order-level disputes.

Cross-border or international-related route

Shipments where ZTO Express or a ZTO-related route handles one segment of an international ecommerce movement.

View all details for ZTO Express cross-border route

Service type	International logistics segment, partner handoff or cross-border ecommerce service where available.
Coverage	Route-specific and partner-dependent; confirm with the official ZTO Express or ZTO international service page for the shipment.
Tracking level	May include origin pickup, export, airline, customs, destination partner and last-mile events.
Key size/weight condition	Subject to customs, aviation security, destination-country and partner acceptance rules.
Included protection/extra service	Depends on the service purchased by the sender or platform.
Main limitation	Tracking gaps are common during customs, airline transfer and partner handoff.

Delivery Time

Service

Published delivery standard

Domestic express parcel

Varies by origin, destination, cutoff time, route and ZTO Express service availability.

View all details for ZTO Express domestic delivery time

Business or calendar days	Confirm on the current official ZTO Express service page or local outlet because standards can vary by lane.
Guarantee status	Not guaranteed unless the selected ZTO Express product and waybill explicitly state a guarantee.
Starts counting from	Physical acceptance or official pickup scan, not merely label creation.
Main delay factors	Cutoff time, weather, holidays, peak season, remote area, address quality, missed phone contact and network congestion.
Official source date/validity	Use current official ZTO Express website and local service rules for the shipment lane.

Cross-border or international-related route

Varies by origin, destination, customs, airline capacity, partner handoff and final-mile carrier.

View all details for ZTO Express cross-border delivery time

Business or calendar days	Route-specific; customs and destination-carrier steps may not follow domestic business-day standards.
Guarantee status	Do not assume a money-back guarantee unless the shipper’s purchased service and official terms confirm it.
Starts counting from	Acceptance into the service route, and sometimes from export processing depending on the product.
Main delay factors	Export controls, import clearance, tax payment, prohibited item checks, flight loading, partner scan delay and destination service interruptions.
Official source date/validity	Use the official ZTO Express or relevant ZTO international route information plus destination-carrier guidance.

Common Tracking Problems and Solutions

Most ZTO Express tracking problems fall into four groups: the wrong identifier was entered, the parcel has not been physically scanned, the parcel is between facilities or partners, or a delivery/customs exception needs action by the sender, recipient or merchant.

Problem & Solution

Problem/status shown

Likely cause

Invalid number

The number may be mistyped, incomplete, a merchant order ID, or assigned to another carrier.

View all details for invalid ZTO Express number

Check first	Remove spaces and hyphens; compare with the label or seller notice.
Immediate action	Try ZTO Express official tracking and 17TRACK carrier auto-detection.
When to escalate	If the seller cannot provide a carrier-recognized number after dispatch.
Who to contact	Merchant or sender first; ZTO Express if the waybill is confirmed.

No tracking updates

The parcel may be waiting for pickup, moving without an intermediate scan, or delayed in a facility.

View all details for no ZTO Express tracking updates

Check first	Look at the last physical scan and whether it says accepted, departed, customs or out for delivery.
Immediate action	Wait through normal line-haul or partner visibility gaps unless the promised service window has passed.
When to escalate	Escalate when the shipment exceeds the lane’s official or seller-communicated service expectation.
Who to contact	Sender or merchant for order remedies; ZTO Express for confirmed waybill investigation.

Label created only

Shipment data was submitted, but the parcel may not yet be physically handed to ZTO Express.

View all details for label created only

Check first	Ask whether the seller has actually shipped or only printed the label.
Immediate action	Wait for acceptance; do not treat this as a ZTO Express delay yet.
When to escalate	Escalate to seller if dispatch date passes without an acceptance scan.
Who to contact	Seller, warehouse or platform support.

Stuck in transit

The parcel may be on line-haul transport, queued at a transfer center, delayed by weather or missing a scan.

View all details for stuck in transit

Check first	Compare the last facility and route direction with the destination.
Immediate action	Monitor for the next arrival scan; avoid repeated claims before the service expectation is exceeded.
When to escalate	Escalate after the official lane expectation or merchant delivery promise is clearly exceeded.
Who to contact	ZTO Express for network trace; seller for buyer protection or refund/reshipment policy.

Delivery exception or failed delivery

Courier could not complete delivery because of address, phone, access, refusal, payment, customs or safety issue.

View all details for delivery exception

Check first	Review the latest event text and check phone availability, address detail and pickup notice.
Immediate action	Contact the local delivery outlet or seller to confirm redelivery, self-pickup or address correction options.
When to escalate	Escalate before the parcel is returned if tracking shows holding, failed contact or pending pickup.
Who to contact	Recipient for local delivery action; sender or merchant for address changes requiring shipper authorization.

Customs hold

Import or export clearance may require inspection, tax payment, product information or recipient identity data.

View all details for customs hold

Check first	Look for messages from the seller, broker, customs authority or destination carrier.
Immediate action	Provide requested invoice, ID, tax payment or product description through the official channel.
When to escalate	Escalate if no party can identify the required clearance action.
Who to contact	Seller, customs broker, destination carrier or ZTO Express route support depending on the event.

Delivered but not received

The parcel may be with reception, a family member, neighbor, locker, pickup point, wrong address or mis-scanned.

View all details for delivered but not received

Check first	Check doorway, mailbox area, locker, guard room, front desk, neighbors and household members.
Immediate action	Request delivery proof or courier confirmation from the local outlet and notify the seller promptly.
When to escalate	Escalate quickly if proof does not match your address or no authorized receiver exists.
Who to contact	Recipient contacts local delivery support; seller initiates order remedy or formal claim if required.

Lost or damaged package

A shipment investigation or compensation process may be required, usually with sender or merchant participation.

View all details for lost or damaged package

Check first	Save photos, packaging, contents, invoice, delivery proof and all tracking screenshots.
Immediate action	Report damage or non-receipt to the seller and ZTO Express channel as soon as possible.
When to escalate	Escalate according to the current ZTO Express service rule, seller policy or platform dispute window.
Who to contact	Sender or merchant for claims and refunds; 17TRACK cannot approve compensation.

International Shipping, Customs and Carrier Handoffs

ZTO Express may appear in international ecommerce tracking when it handles an origin domestic leg, a ZTO-related cross-border service, warehouse pickup, a partner handoff or final-mile delivery. Customs events are not the same as delivery events, and arrival in a destination country does not mean import clearance is complete.

International Flow

Stage

Physical custodian/responsible entity

Origin pickup or warehouse handoff

Sender, warehouse, ZTO Express outlet or origin logistics partner.

View all details for origin pickup

Typical tracking event	Shipment information received, accepted, picked up or collected.
What is happening	The parcel is being prepared and physically accepted into the route.
Can the tracking number change?	Yes, a platform or partner number may later be associated with a ZTO Express or destination number.
Normal visibility gap	Possible before the first physical scan.
What the customer should do	Confirm the real carrier and waybill with the seller if only an order number is shown.

Export processing and security

ZTO Express-related route operator, freight forwarder, airport warehouse, postal exchange or customs/security authority.

View all details for export processing

Typical tracking event	Export processing, customs declaration, handed to airline or departed country of origin.
What is happening	The parcel is consolidated, screened and prepared for international transport.
Can the tracking number change?	Sometimes; master airway bill data may not be visible to consumers.
Normal visibility gap	Common during consolidation, loading and export clearance.
What the customer should do	Check item restrictions and ask the seller for customs documents if requested.

Line-haul transport

Airline, trucking operator, postal dispatch, freight forwarder or route partner.

View all details for line-haul transport

Typical tracking event	Departed, in transit to destination country, airline departure or transport in progress.
What is happening	The parcel is physically moving between countries or hubs.
Can the tracking number change?	It may remain the same or be linked to a destination-carrier number.
Normal visibility gap	Several scans may be absent until arrival at the next exchange or destination facility.
What the customer should do	Wait for destination arrival before assuming customs or delivery delay.

Import customs

Destination customs authority, broker, postal operator or destination carrier.

View all details for import customs

Typical tracking event	Arrived at destination country, customs clearance, held by customs, released from customs.
What is happening	Authorities assess admissibility, duties, taxes and import documents.
Can the tracking number change?	Yes, the destination carrier may use a local last-mile number.
Normal visibility gap	Common; customs processing time cannot be promised by 17TRACK.
What the customer should do	Respond only through official tax, broker or destination-carrier channels.

Destination last mile

ZTO Express where it is the destination carrier, or a destination postal/express partner where the route is handed off.

View all details for destination last mile

Typical tracking event	Received by local delivery company, arrived at delivery station, out for delivery, delivered or pickup notice.
What is happening	The parcel is sorted for final delivery or pickup.
Can the tracking number change?	Yes, last-mile carriers may display a local identifier.
Normal visibility gap	Possible between customs release and local carrier acceptance scan.
What the customer should do	Track both numbers if provided and contact the carrier currently shown as responsible.

Delivery Management and Post-shipment Options

Post-shipment options depend on the current parcel stage and whether the requester is the sender, recipient or merchant. Address changes, interception and compensation usually require the sender or merchant because the shipping contract is normally with the shipper.

Delivery Management

Option

Who can request

Address correction

Usually sender or merchant; recipient may provide delivery clarification to the local outlet where allowed.

View all details for address correction

Eligibility	Available only before final delivery or return routing, and subject to ZTO Express approval.
Deadline/available stage	Before delivery completion or return dispatch.
Fee	Confirm with official ZTO Express outlet or sender contract.
Guaranteed?	No; routing and security rules may prevent changes.
Official action link	ZTO Express official website

Redelivery or phone coordination

Recipient or local delivery contact, depending on the failed-delivery reason.

View all details for redelivery or phone coordination

Eligibility	Usually available after a failed delivery where the parcel remains at the delivery outlet.
Deadline/available stage	Before return to sender or disposal according to service rules.
Fee	Confirm with the local outlet or service contract.
Guaranteed?	No; depends on courier route, access and correct contact information.
Official action link	ZTO Express official website

Self-pickup or pickup point

Recipient when tracking or courier notice indicates pickup is available.

View all details for self-pickup

Eligibility	Available only if the parcel is held at a station, outlet, locker or pickup location.
Deadline/available stage	Before the holding period ends or the parcel is returned.
Fee	Confirm locally; fees are not assumed.
Guaranteed?	No; ID check and outlet rules apply.
Official action link	ZTO Express official website

Lost, Damaged, Claims, Insurance and Refunds

A tracking inquiry, damage report, insurance claim and ecommerce refund are separate processes. ZTO Express can investigate a ZTO Express shipment, while the merchant or sender usually controls order refunds, reshipment decisions and formal compensation documents.

Claims and Refunds

Process

Use when

Tracking inquiry

Use when tracking stops, route direction looks wrong, or the delivery scan needs confirmation.

View all details for ZTO Express tracking inquiry

Who files	Sender, recipient or merchant depending on contact channel and shipment contract.
Earliest/latest filing time	Use current ZTO Express local service rules; do not rely on third-party deadlines.
Required evidence	Tracking number, sender and recipient details, shipment date, last scan and item description.
Possible outcome	Location confirmation, delivery proof, route correction, return explanation or investigation escalation.
Official link	ZTO Express official website

Damage or missing contents report

Use when the parcel arrives damaged, opened, wet, crushed or missing contents.

View all details for damage report

Who files	Usually sender or merchant for compensation; recipient should preserve evidence and report immediately.
Earliest/latest filing time	Report as soon as discovered and follow current ZTO Express or platform claim window.
Required evidence	Photos of outer packaging, inner packaging, label, damaged item, invoice and value proof.
Possible outcome	Inspection, compensation review, denial, repair estimate request or merchant refund/reshipment.
Official link	ZTO Express official website

Ecommerce refund or reshipment

Use when the buyer needs an order remedy after non-delivery, return, damage or seller dispatch issue.

View all details for ecommerce refund or reshipment

Who files	Buyer files through the marketplace or seller; seller may file with ZTO Express separately.
Earliest/latest filing time	Follow the marketplace buyer-protection or seller policy window.
Required evidence	Order ID, ZTO Express tracking number, screenshots, delivery proof dispute and photos if damaged.
Possible outcome	Refund, reshipment, store credit, dispute decision or request to wait for investigation.
Official link	Use the marketplace or seller support channel plus the ZTO Express official website for carrier evidence.

Shipping Restrictions and Special Handling

Restricted items can delay ZTO Express tracking, trigger inspection, cause return to sender or lead to refusal of service. Always use the current ZTO Express rules and applicable Chinese or destination-country regulations before shipping.

Shipping Restrictions

Customer Service

For the fastest ZTO Express support, prepare the tracking number, sender and recipient details, shipment date, service type, most recent tracking event, item description, value proof and photos for damage cases. Contact the seller first when the issue is an order refund, wrong number or pre-shipment delay.

Customer Service

Channel

Verified contact/link

Official website

https://www.zto.com

View all details for ZTO Express official website support

Best for	Tracking query, service information, outlet lookup and official notices.
Region/language	Mainland China; Chinese-language support is primary on the official site.
Hours and time zone	Use the current official page because hours can vary by channel and location.
Information to prepare	Tracking number, phone number, sender/recipient name, address and latest event.
Important limitation	17TRACK cannot act as ZTO Express customer service or change shipment instructions.

Official customer hotline

95311, where available in mainland China and confirmed by the current official ZTO Express site.

View all details for ZTO Express hotline

Best for	Domestic waybill inquiry, outlet coordination, delivery exception and complaint routing.
Region/language	Mainland China; Chinese support should be expected.
Hours and time zone	Confirm on the official ZTO Express contact page before calling.
Information to prepare	Waybill number, contact phone, sender and recipient addresses, issue description and photos if damaged.
Important limitation	Phone availability, IVR options and service hours can change; use the official website to verify current details.

Merchant or marketplace support

Use the seller, platform order page or buyer-protection channel for order remedies.

View all details for merchant support

Best for	Wrong tracking number, label created but not shipped, refund, reshipment and order dispute.
Region/language	Depends on the marketplace or seller.
Hours and time zone	Depends on seller or platform support policy.
Information to prepare	Order ID, ZTO Express waybill if available, screenshots and promised delivery date.
Important limitation	The seller may need to file any carrier contract claim with ZTO Express.

Ecommerce and Business Tracking

Businesses should distinguish consumer tracking from carrier API integration and multi-carrier tracking. ZTO Express official systems are appropriate for ZTO Express service operations, while 17TRACK is useful when a store ships with many carriers and needs standardized visibility.

Developer/API Comparison

Option

Provider

Consumer official tracking

ZTO Express

View all details for ZTO Express consumer tracking

Carrier coverage	ZTO Express waybills and supported ZTO Express-related routes.
Primary use	Single-shipment lookup by consumers, senders and recipients.
Authentication	No public API authentication is needed for normal web tracking; automated use is subject to official rules.
Tracking/batch/webhook capability	Consumer tracking is not the same as batch API or webhook integration.
Current developer documentation	Use the official ZTO Express business or developer channel if you have a shipper account.
Migration/deprecation note	Do not use scraped or legacy endpoints without current ZTO Express confirmation.

Official shipper integration

ZTO Express

View all details for ZTO Express official shipper integration

Carrier coverage	ZTO Express services enabled for the shipper account and contract.
Primary use	Label creation, order submission, account shipping and operational tracking where provided.
Authentication	Usually account, contract or platform credentials; current public authentication details were not confirmed for open unauthenticated use.
Tracking/batch/webhook capability	Depends on the shipper integration and current ZTO Express business documentation.
Current developer documentation	Confirm through the official ZTO Express business/developer channel.
Migration/deprecation note	Use only current official documentation because logistics APIs and gateway domains can change.

Multi-carrier tracking API

17TRACK

View all details for 17TRACK multi-carrier tracking API

Carrier coverage	Multiple carriers supported by 17TRACK, including carrier-recognized tracking where available.
Primary use	Bulk tracking, carrier auto-detection workflows, normalized statuses and ecommerce visibility.
Authentication	17token API key in request header.
Tracking/batch/webhook capability	Register tracking numbers and use 17TRACK API workflows described in the developer documentation.
Current developer documentation	17TRACK API documentation
Migration/deprecation note	Use the current API version shown by 17TRACK documentation.

FAQ

1. How do I track my ZTO Express package?

Enter the ZTO Express waybill number on the official ZTO Express website or track it with 17TRACK to view available shipment events.

2. Where can I find my ZTO Express tracking number?

You can find the ZTO Express tracking number on the shipping label, pickup receipt, merchant shipment email, app logistics page or marketplace order details.

3. What does a ZTO Express tracking number look like?

A ZTO Express domestic waybill is usually numeric, but ZTO Express does not publish one universal public rule for every service and partner route, so validate the number through official tracking or 17TRACK.

4. When will the first ZTO Express tracking update appear?

The first meaningful ZTO Express update normally appears after the parcel is physically accepted or scanned, not merely when a seller creates a label.

5. Why is my ZTO Express tracking not updating?

ZTO Express tracking may pause while the parcel is in line-haul transport, between sorting centers, waiting for customs, or moving through a partner that has not yet shared a scan.

6. How long does ZTO Express delivery take?

ZTO Express delivery time varies by origin, destination, cutoff time, service, holidays, weather, address quality and customs for international routes; use official lane information instead of a universal estimate.

7. What should I do if ZTO Express delivery failed?

Check the latest exception reason, keep your phone available, verify the address and contact the local delivery outlet or seller before the parcel is returned.

8. What should I do if ZTO Express says delivered but I did not receive it?

Check the delivery location, reception desk, family members, neighbors, pickup point or locker first, then request delivery proof from the local ZTO Express channel and notify the seller.

9. How do I report a lost or damaged ZTO Express package?

Save the tracking number, photos, packaging, contents and value proof, then contact the sender or merchant because formal claims and refunds often require the shipper’s participation.

10. How do I contact ZTO Express customer service?

Use the official ZTO Express website or the verified official hotline shown there for your region, and prepare the waybill number, contact phone, address and issue description.

11. Does ZTO Express issue every number that appears in cross-border tracking?

No. A cross-border shipment may show a partner-issued, postal or destination-carrier number that ZTO Express can recognize or display for a segment without being the original issuer.

12. What is the difference between ZTO Express label creation and acceptance?

Label creation means shipment data exists, while acceptance means ZTO Express or an authorized route node has physically scanned the parcel.

13. Why does a ZTO Express international package have a long tracking gap?

International gaps often occur during export consolidation, airline transport, customs clearance or partner handoff because not every physical movement creates a consumer-visible scan.

14. Can ZTO Express customs tracking mean the package is already released?

No. Arrival at customs or a destination exchange point does not prove release; wait for a release, handoff or destination-carrier acceptance event.

15. Can businesses track ZTO Express shipments through an API?

Businesses should use current official ZTO Express shipper integration channels if they have a ZTO Express account, or use the 17TRACK API for multi-carrier tracking workflows.

16. Can 17TRACK change a ZTO Express delivery address or approve a refund?

No. 17TRACK is an independent tracking platform and cannot change ZTO Express delivery instructions, approve claims, issue refunds or alter the transportation result.

Tracking API

# 1. ZTO Express official tracking API
# Current public official tracking API endpoint, HTTP method, authentication headers
# and request body were not confirmed from a current public ZTO Express developer
# document. Use the official ZTO Express business/developer channel if you have
# a shipper account. Do not copy old gateway examples without current confirmation.

# 2. 17TRACK API
# Register a ZTO Express tracking number with 17TRACK.
# CARRIER_CODE is left as a placeholder unless your 17TRACK account or current
# carrier metadata confirms the exact ZTO Express carrier code.

curl -X POST "https://api.17track.net/track/v2.4/register" \
  -H "17token: YourKey" \
  -H "Content-Type: application/json" \
  -d '[{"number":"TRACKING_NUMBER","carrier":"CARRIER_CODE"}]'