Help Center
Help with orders, payments, shipping and returns.
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Contact supportCommon questions
Quick answers to help you with your next step.
Where can I track my order or parcel?Orders
Open My Orders to see the latest status. Once your parcel ships, your dispatch email will include tracking details.
If tracking is still unavailable more than five business days after shipment, contact support with your order number.
Go to My OrdersWhy do I need to pay for shipping separately?Payments
For Shopping Agent orders, you pay for the purchase first. International shipping is paid after your goods reach the warehouse and parcel measurements confirm the shipping quote.
Shop purchases follow the delivery terms shown on the product page and at checkout.
Payment policyHow much will international shipping cost?Shipping
For Shopping Agent and Parcel Forwarding, costs depend on your destination, packed weight, dimensions, product restrictions and shipping route.
The calculator gives an estimate. Review your final parcel quote before paying; customs charges may apply separately.
Estimate shippingHow long can I store goods in the warehouse?Warehouse
Storage is counted from the date your order status becomes “Received”. The first 100 days are free. From day 101 through day 200, storage costs USD 0.10 per parcel per day.
The maximum storage period is 200 days. After 200 days, parcels are automatically destroyed and cannot be recovered or shipped. Check your order’s storage deadline and the full storage policy. If shipment is still pending near the deadline, contact support.
Storage charges and deadlinesCan I return an item before it ships overseas?Returns
For eligible China-warehouse purchases, submit your request within five days (120 hours) of “In Stock” status. Include your reason and evidence, then wait for review before returning anything.
Eligibility and fees depend on the item and circumstances.
Return eligibility and deadlinesCan I ship batteries, liquids or branded goods?Restrictions
Check the item restrictions before you buy. Acceptance varies by product, destination and shipping route.
If you’re unsure, send support the product details before placing an order.
Prohibited and restricted itemsNew to CNCartGo?
Select the service you’re using to see how it works.
Buy products listed on CNCartGo, directly on the site.
- 1
Choose your item
Browse products and select your preferred options.
- 2
Review & checkout
Confirm your destination, price and delivery terms.
- 3
Follow your order
Find fulfilment updates and tracking in My Orders.
Delivery terms for Shop purchases are shown on the product page and at checkout.
Send a product link for us to purchase from Taobao, 1688 or another Chinese marketplace.
- 1
Send a product link
Add the exact options and quantity you want.
- 2
Pay for the purchase
We buy and receive your goods in China.
- 3
Arrange delivery
Review the parcel quote, pay shipping and track dispatch.
International shipping is paid separately after warehouse measurements.
Send purchases you have already made to our China warehouse for international forwarding.
- 1
Get your warehouse details
Follow the address and parcel reference instructions.
- 2
Send your purchases
Arrange delivery from your seller to our China warehouse.
- 3
Prepare & ship
Review received parcels, available routes and your shipping quote.
Forwarding covers goods you buy yourself; purchase assistance is a separate service.
Useful guides & policies
Still need help?
Include your order number so we can look into your request.