Page Description: This article provides an overview of the logistics providers partnered with TikTok Shop, including their contact details and working hours. Contact guidelines are also included as supplementary information.

1. Introduction to Logistics Providers on TikTok Shop

Logistics Providers (LSP – Logistics Service Providers) are third-party shipping partners responsible for receiving and delivering orders from Sellers to Buyers on TikTok Shop.
Shipping information is directly synchronized on TikTok Shop, allowing both Sellers and Buyers to easily track order status.
Sellers may contact a Logistics Provider for timely assistance if needed.

2. List of Logistics Providers Partnered with TikTok Shop

• Note: To ensure parcels are picked up on time, sellers need complete handover to LSPs before 20h, aligning with the standard working hours of most LSPs (8h – 20h).

3. Frequently Asked Questions About Logistics Providers

3.1. What should Sellers do if the delivery staff does not arrive as scheduled?

• If the delivery staff does not arrive as scheduled, seller can:
  • Contact LSPs directly using the contact details provided above,
  • Raise tickets directly to LSPs (J&T Express, BEST Express and GHN) on Seller Center,
  • Reach out to the TikTok Shop Seller Service Team via the Help Center on Seller Center.
• If the order is nearing auto-cancellation, the Seller should proactively bring the parcel to the nearest post office to ensure timely dispatch.
• If the order is recorded under the Late Dispatch Rate (LDR), the Seller must collect supporting evidence and submit an appeal directly via Seller Center > Account Health > Violation Records, if a violation is recorded.

3.2. Who should Sellers contact for delivery issues or complaints?

• If the issue cannot be resolved directly with LSPs, Seller should contact the TikTok Shop Seller Service Team via the Help Center on Seller Center or Seller's AM (Account Manager) for escalation.
• Estimated response time for TikTok Shop Seller Service Team: 1–2 business days.

3.3. What if the Seller already contacted the Logistics Provider but has not received support?

• The Seller may escalate the issue to TikTok Shop Seller Service Team or Seller's AM for further support.

3.4. When will the LSPs come to pick up the parcel?

• After the Seller completes the “Arrange Shipment” action on Seller Center, the Logistics Provider will arrive based on the selected pickup schedule.
• The Seller should stay reachable and be present at the pickup location during the Logistics Provider’s working hours to ensure a smooth pickup.
• Please note the cut-off time for arranging shipments (ready to ship) to ensure same-day pickup: before 19h.
• Learn more about the shipment process in the full guide: Comprehensive Guide on “Shipped via Platform”.

3.5. What should the Seller do during parcel pickup?

• The delivery staff must scan the parcel on-site, and the order status must update from “To Ship” to “Shipped” on Seller Center after successful pickup.
• Do not hand over parcels to staff showing suspicious behavior (e.g., not in uniform, lacking parcel information, or no printed waybill).

3.6. What if the Seller hands over the wrong parcel to the delivery staff?

• The Seller must contact the specific delivery staff directly.
• TikTok Shop cannot intervene, as parcels are managed by the Logistics Provider based on the tracking number.

3.7. What should Sellers do if they mistakenly selected “Drop off”?

• The Seller may bring the parcel to the nearest stations to proceed with the shipment.
• Be sure to keep the receipt or proof of handover, or record it manually and request the staff to sign for confirmation in case of disputes.
• After that, the Seller should review and update the shipping method in Shipping Settings to ensure the correct shipment type is selected for future orders.