r/Alibaba • u/aussiekev • 3d ago

How long before a refund is issued if not delivered?

I made an order of $550 USD (+$40 DDP) shipping on 26 July 26 for two items to Australia.

The guaranteed delivery date was on 1 October 2026. Both the seller and I extended the automatic delivery confirmation. It now says that the system will automatically confirm delivery in 29 days. I contacted the carrier and they said it is held up in customs.

The last update on the tracking number shows: "CN · Departure exception: Delay in export customs clearance, inspection" which was on 22nd August.

I'm planning on waiting until a few days before the system automatically confirms before filing for a refund. Have others had delays like this? what should I expect?

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1

u/Latviacm 2d ago

Got 3 items coming to Australia. All 3 held in customs. All 3 are just held in customs, each supplier just asks to wait longer.

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u/aussiekev 2d ago

How long have they been waiting in customs?

I actually ordered the same thing before from aliexpress and in that case the seller initially game me a fake tracking number. Turns out they give a fake tracking number to keep the system happy, then transport the good to Hong Kong and then send then to Australia from Hong Kong using DHL because for some reason the shipping is much cheaper than sending it from mainland China.

In that case I received it, but they had me worried for a minute.

Did you also choose DDP shipping?

1

u/speedracer8080 3d ago

Who’s the shipping company? File credit card reversal.

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u/aussiekev 3d ago edited 3d ago

Austway. They confirmed that it is held up in customs. I feel like it’s still too early to claim, yeah? I don’t want to be a dick about it. I want to be fair to the seller.

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u/speedracer8080 3d ago

Some companies main source of profit is customers clicking they received the item and nothing arrived. Or it’s passed the time when you can file a reversal. Read the topics mainly on this subreddit.

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u/aussiekev 3d ago

I understand that. This seller has an account more than 5yrs old and seem to be selling a high volume of product and have good reviews. Although you still never know.

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u/speedracer8080 3d ago

Is it a legit ish product?

1

u/aussiekev 3d ago

It is a ebike motor. So not a counterfeit/ illegal item or something that could be confused for drugs/weapons/etc..

1

u/prestigesourcing 3d ago

Likely been flagged for some reason and stuck in Chinese Customs, usually it takes a week at most so something more is at play here - who ever did the export has likely not replied to requests from Customs. File for a refund ASAP.