Delivery Policy
Page Description: This article provides an overview of the delivery policy of TikTok Shop, including information about delivery method, logistics providers partnered with TikTok Shop, geographical restrictions on delivery, order information, mutual check. Etc.
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 in accordance with How to Directly Contact Logistics Providers.
The timeline specifies the period within which sellers are required to prepare and hand over orders to the logistics provider to ensure timely fulfillment.
Delivery method
- Ship by TikTok: Orders are fulfilled through TikTok Shop's integrated logistics network and supported logistics service providers (LSPs). (Ship by TikTok)
- Ship by Seller: Sellers arrange shipment using their own logistics partners in accordance with TikTok Shop's policies. (Ship by Seller)
Introduction to Logistics Providers for Ship by TikTok
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 in accordance with How to Directly Contact Logistics Providers.
Logistics service Providers (LSP) | Station's working hours *Extended hours may apply depending on the station | Hotline | Email |
| J&T Express Việt Nam | 8h – 20h | 1900 1088 | care@jtexpress.vn |
| Giao hàng Nhanh | 8h – 20h | 1900 636 677 | cskh@ghn.vn |
| Vietnam Post | 7h30 – 20h | 1900 545 481 | cskh@vnpost.vn |
| Viettel Post | 8h - 21h (Mon - Fri); 8h-20h (Sat - Sun) | 1900 8095 | cskh@viettelpost.com.vn |
| LEX | 8h – 20h | 1900 636 828 | support-B2C@lex.vn |
| BEST Express | 8h - 20h | 1900 1031 | cskh@best-inc.com |
- Note: To ensure parcels are picked up on time, sellers need to complete a handover to LSPs before 20h, aligning with the standard working hours of most LSPs (8h – 20h).
Estimated deadline for delivery
Delivery Option | Logistics Service Provider | Estimated Delivery time |
Instant | Ahamove, BeDelivery. | 4 hours since order confirmation (during working hour of seller) |
Sameday | Ahamove, BeDelivery, J&T Express. | Order by 11:00: receive by 21:00 on the same date. Order after 11:00: receive by 21:00 next day |
Nextday | J&T Express, J&T Cargo, BEST Express, GHN, Viettel Post VTP, Vietnam Post. | 1 – 2 days (subject to the route) |
Standard | J&T Express, J&T Cargo, BEST Express, GHN, Viettel Post VTP, Vietnam Post. | 1 – 4 days (subject to the route) |
Bulky | J&T Express, J&T Cargo, BEST Express, GHN. | 2 – 5 days (subject to the route) |
Geographical Restrictions on Delivery
Responsibilities of Logistics Service Providers During Delivery
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Mutual check (if applicable)
Frequently Asked Questions About Logistics Providers
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.
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.
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.
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 “Ship by TikTok”.
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).
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.
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.