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We know that waiting for a package can be a struggle, sometimes with a lot of tension and anxiety, especially if the package is coming from outside the country. On top of the time it takes, you never know what might happen during shipping, so knowing where your shipment is along the way can help alleviate that worry.
By following the steps below, you can stay informed on the entire shipping process of your ZenExpress package from the moment it leaves our warehouse until it is delivered to your door!
Where Can I Find The Tracking Number For My Shipment?
All shipments dispatched from our warehouses include free shipping tracking and insurance. You can easily find your tracking number under My Account → Parcels.
What Does Each Delivery Status Mean?
The ZenExpress tracking page should look similar to the image below.
- Order is created, JL is waiting for check-in at the warehouse: Your shipment has been registered as “shipped” by the ZenMarket warehouse team and is awaiting confirmation from the carrier. This step is carried out together with the issuance of the printed form.
- Package accepted at the Joom Logistics sorting center in Hong Kong: Your shipment has arrived at the carrier’s distribution center in Hong Kong. At this moment, the carrier is organizing all orders received and then rerouting them to the appropriate warehouses and shipping routes.
- Package is ready for shipment from the Joom Logistiscs warehouse: Your shipment has already been checked and is now ready to be shipped from the Joom Logistics processing center.
- Package departed from warehouse: Your package has been picked up and has now left the distribution center on its way to the designated warehouse.
- Container Received at processing facility: Your shipment has arrived at the designated warehouse for your destination country. Final preparations for international shipping will be made here.
- Occasionally, depending on the last mile carrier for your destination, this will be listed as Received at Origin Warehouse. It is common for our customers to interpret the term “origin warehouse” as ZenMarket’s warehouse, since after all, from the customer’s perspective this is the first place your item is stored. However, from the carrier’s perspective the “origin warehouse” is their warehouse. Therefore, “Received at Origin Warehouse” means that your shipment has arrived safely in the hands of the carrier. Rest assured that your shipment has not been sent back to Japan!
- Processed: Your shipment has been processed at the designated warehouse.
- Truck departed to the airport – From E-Collection: Your shipment is on its way to the international airport.
- Freight Delivered to the Airline: Your shipment has been delivered to the allocated airline.
- Freight departed to destination: Your shipment has been dispatched and is on its way to your country. Please note that from this point onwards, there will be no further updates until the shipment arrives in the destination country. It is normal for there to be no notifications for several days if your shipment makes several connections before arriving at its destination.
- Delivered by airline: Your shipment has arrived at your country’s airport. Your order will be forwarded to customs within a few days for customs clearance.
- Received by Destination Customs: Your shipment is being checked by the responsible customs agency. From that moment on, we will not be able to verify any information regarding your shipment. If you need to verify any information, we ask that you contact the local authority directly.
- OUT FOR DELIVERY: Your shipment is in the possession of the delivery person. Your shipment should be delivered to your home within a few hours. From that moment on, if you wish to make a request regarding delivery, please contact the Post Office directly.
- Delivered: Your shipment has been delivered to the recipient.
Also Read: Where Is My Parcel?
This tutorial covers the moment a shipment leaves our warehouse until the package is delivered to the customer’s hands. However, depending on the country and/or unforeseen circumstances during transportation, other different terms may be mentioned in the tracking.
We believe the terms will be self-explanatory, especially if you have previously made other purchases from us. However, if you have any questions, do not hesitate to contact our operators through the Messages tab.
What Should I Do If My Shipment Doesn’t Arrive Within 3 Weeks?
The estimated delivery time for shipments via ZenExpress is 9 to 21 days. However, it is possible that your shipment may be delayed due to external factors such as war, or natural disasters, port problems, or periods of high demand (New Year, Christmas, Chinese New Year, etc.).
Also Read: FAQ: ZenMarket Shipping
If the delivery of your shipment takes more than 30 days, our team may issue an investigation request to discover the whereabouts of your shipment.
In this case, we request that you send a special message using the 【I have a problem】 option in the Messages tab.
※We kindly request that you avoid initiating investigation requests before the 30-day deadline as the carrier normally asks the customer to wait 30 days.※
This means that even if you ask us to investigate, we will need to wait beyond the 30 days before the carrier will allow us to open up an investigation.
We hope we have clarified your doubts in this post! For any further questions, don’t hesitate to contact us via the Support page!
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