Once a local courier in your country has the parcel
From here MyCNBox can help, but it cannot ring your local depot. The help centre puts several jobs on the person named on the label, and this page lists them.
- Who acts
- The recipient, with MyCNBox support behind
- Help articles
- 50, 54, 55, 56, 70, 71, 72, 73, 74, 75, 76, 119, 142
- Insurance
- Optional; policy effective 1 April 2026
- Phone lists
- UPS and DHL, 19 countries each
A wrong or unclear address, fixed from your side
As the sender from China, we are unable to directly contact the overseas delivery company. Therefore, we strongly recommend that the recipient acts quickly to avoid the risk of the parcel being lost or returned to China.
MyCNBox help article 73, read 10 November 2026
If the local courier cannot deliver because the address is wrong or unclear, help article 73 says the recipient must contact that courier to try to correct it, and that it may not work. Speed is the only lever the article offers: the sooner you call, the better the chance.
Have the tracking number, the address exactly as it appears on the label and the correction ready when you ring. If the label is missing a flat number or a building name, that is the detail the driver needs.
Returned to sender: before export, or after arrival
Help article 71 splits returned parcels into two cases. If the parcel comes back while still in China, usually after a failed security check, MyCNBox reships it free once it is back at the warehouse.
If it comes back after reaching your country, the usual causes the article lists are an unclear or unrecognisable address, nobody available to receive it, a damaged parcel or customs rejection. International shipping has already been paid once, so a second attempt means paying the shipping again. The insurance policy matches this: for a parcel returned after international transit, the shipping is not refunded, but the insurance fee is.
Unpaid duty is another road back to China. Help article 74 warns that if duty payment is delayed or refused, the parcel may be returned. See customs letters below.
A Delivered scan with nothing to show for it
MyCNBox treats a Delivered scan as the carrier finishing the job. Help article 75 then sets out what the recipient does if the parcel is not there: check with building management, the property office, neighbours or the mailroom; contact the local courier for the delivery location, time and proof of delivery (POD); and if the courier still says it was delivered, get an official Proof of Loss or Loss Confirmation from the courier or, where it applies, the police.
The last step decides the outcome. Without an official loss confirmation from the carrier, the article says the case is not a lost parcel and is not eligible for compensation or insurance claims. With one, an insured parcel is covered for the shipping fee plus the insured product value under the policy effective 1 April 2026 (help article 70).
Customs letters and duty bills that arrive late
Customs may write to the recipient by message or email with instructions for paying import duty (help article 74). Follow them and pay promptly. If a charge looks wrong, the same article says you can ask your customs office to reassess it. For lines marked [tax excluded], the bill can come from the carrier after delivery, and if it is sent to MyCNBox as the sender, MyCNBox forwards it to you to pay.
If a parcel is picked for inspection, help article 72 says the consignee may have to provide documents customs asks for, including ID or tax information where local rules require it. MyCNBox forwards what you send to the freight forwarder or customs contact, but the decision is customs' alone, and goods seized under local rules are compensated only under insurance.
On an EU tax-included line booked since 22 October 2026, the notice says MyCNBox covers later duty; if a demand arrives, contact MyCNBox rather than paying it (help article 165).
When tracking stalls, and the UPS and DHL numbers
Tracking lives under [Orders], then [Logistics Orders], and the help centre also points to 17track (help article 54). Gaps are normal at the start: three to five days without information after dispatch is expected while the parcel waits for security checks and a flight, and after more than five business days without an update the advice is to open a support ticket (help article 56).
Once the parcel is in your country, the local courier is the one to call, and MyCNBox keeps two phone tables for that: UPS customer service numbers for 19 countries (help article 76) and DHL numbers for 19 countries (help article 119), each with local opening hours. We link to them rather than copy them, because a number copied here would go stale without anyone noticing.
One mishap, two policies
Insurance is a switch on the shipping payment screen. The premium runs from 3% to 8% of what the goods are worth, set by the channel, and the insured amount cannot exceed the real value of the items or five times the shipping cost (help article 50). The two policies below describe where each kind of problem ends up.
Two lines in the insured policy are easy to miss. Delay compensation does not apply to sea freight or the EUB and SAL channels, and fragile items that break inside an intact carton are not covered. For missing items or damage, help article 77 accepts two kinds of evidence: a continuous unboxing video recorded from the moment of receipt, or an official report from the local courier.