- An “Arrived at” or “Received by Line-haul Office” status means your package is being sorted and will be loaded onto a truck or plane to be delivered to your country.
- If your tracking information is stuck on a “Line-haul Office” status, wait until the estimated delivery time has passed, then contact the seller of the item.
- If the seller doesn’t respond and you’d like a refund, open a dispute with the seller and select the “full refund” option.
What does “line-haul office” mean on AliExpress?
A “line-haul office” status means your package is being sorted for transport. Once an order has been processed, the seller delivers it to a warehouse for packing and shipping. The package is then delivered to a line-haul office, a transportation hub that sorts packages by location and delivers them to an air, land, or sea carrier that will ship it to your country. This is a completely normal part of the shipping process, especially on AliExpress. You can’t pick up your package from the line-haul office, but these places are designed to securely handle packages, so your item is generally safe there. If your package does get damaged, contact the item’s seller on AliExpress and request a partial or full refund by going to “My Orders > Order Detail > Return/Refund.” Usually your package stops briefly at the line-haul office, but factors like weather, holidays, or customs inspections can extend this time.
What to Do If Your Package Is Stuck in the Line-Haul Office Stage
Wait until the estimated delivery time. AliExpress standard shipping can take between 15 to 45 business days, but actual delivery times vary by the seller and your chosen shipping location. You can check the estimated delivery time by clicking “Track Order” on the order list page. The delivery time will be on the top left. If you choose premium shipping, most items will be delivered between 7 to 15 days. You don’t need to contact AliExpress or the shipping carrier when your package gets to the line-haul office. However, if it takes an unusually long time, you can reach out to the seller. Your package might go to multiple line-haul offices—this might be because of normal logistical reasons like package volume, available routes, or customs inspections.
Contact the seller if your item doesn't arrive by the delivery time. The seller might be able to give you more information about the delivery or offer to resend the package to you. To contact them, go to the product’s page or the seller’s page and select “Contact Seller” or the speech balloon at the bottom.
Open a dispute if your package hasn’t arrived and you’d like a refund. You can open a dispute 10 days after the seller ships your package, but it’s best to wait until after you’ve already contacted the seller and the estimated delivery time has passed. Click the “full refund” option. After you submit your order information, the seller has 5 days to reply. If the seller has shipped your package and you haven’t received your order, try to get in touch with the seller before opening a dispute and applying for a refund. If the seller agrees with your request, you’ll receive your refund in 3 to 20 business days. You can open a dispute up to 15 days after the estimated delivery date.
How to Track a Package on AliExpress
The tracking information will update 11 days after you place an order. You can check the status of your package under “My Orders” on the AliExpress page. Select “Track Order” on the relevant order. Once the package is shipped, click “Click here to view more” under “Track Order” to track the shipping. “Awaiting Shipment” means that the order has not been shipped yet. “Awaiting Delivery” means the seller has shipped the order and you can check the tracking status. The tracking status shows the package shipping from its country of origin through customs into your country.
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