ZTO Express tracking: 中通快递 numbers, statuses, contact

ZTO Express tracking number: what it looks like

ZTO calls it the waybill number (运单号). Peek knows two shapes. With invented digits:

Spaces don't matter in Peek. ZTO's own tracker takes up to 10 numbers at once, separated by commas or spaces.

Where to find it. The sender, usually the shop, keeps its copy of the waybill (发件联) and gives the number with the order's shipping details. If you can't find it, see how to find your tracking number.

On ZTO's site. Type the number on zto.com/check and press 查询 (search). The tracker may make you solve a puzzle first. To get each update as it comes, scan the QR code on that page with WeChat.

ZTO Express tracking statuses explained

Each scan has a short step name in Chinese. Peek shows it in English:

Other steps, such as a return or a redirection, keep ZTO's Chinese words in Peek.

Sent to a forwarder? Then 已签收 means the forwarder's warehouse signed for it and ZTO's part is over: the forwarder's own number takes over. ZTO also runs an international consolidation service (中通国际集运), which packs parcels together at a warehouse and sends them on as one; for it, call 95311 and ask for international.

ZTO Express delivery in China: couriers, stations and lockers

A ZTO courier brings the parcel, or it waits at a parcel station (驿站), a collection point or a smart locker (智能快件箱) near the address: ZTO's service agreement with senders allows all of these. China's Express Market Administration Measures, in force since 1 March 2024, say a locker or station needs your consent, and that you can check the parcel against the waybill on delivery, looking inside or refusing it if the packaging is visibly damaged or the contents are fragile.

ZTO's agreement also asks you to film yourself collecting and opening a parcel left at the door, in a locker or at a station, as evidence. A delivery made as agreed counts as confirmed if nobody objects in writing within three days.

From ZTO's FAQ:

• No pickup code for a locker? Find the branch serving your address with ZTO's branch search (服务网点查询) and call it, or give the waybill number to 95311, which can give you the courier's or the branch's number.
• Asked to pay for a parcel left too long in a locker? ZTO says to tap skip (跳过) when you collect it, and you pay nothing.
• Asked for a delivery fee? The delivering branch may not charge you any delivery fee.
• Told you're outside the delivery area? Collect the parcel at the branch, or ask the sender to forward it with another courier.
• Wrong address? It can't be changed once the parcel is out for delivery or delivered. Before that, the sender can ask the ZTO branch that sent it; whether it can still be changed depends on where the parcel is.

ZTO parcel not updating, lost or returned

Nothing yet. If ZTO's tracker finds nothing under the number, check it with the seller. Meanwhile, a parcel filed under ZTO Express in Peek shows "Waiting for the carrier"; one filed under no carrier, "No tracking history yet".

No update. When a parcel still on its way has had no new scan for 4 days, Peek notes that parcels often go quiet and adds a "Get help from ZTO Express" link to ZTO's contact page. See why tracking stops updating and tracking parcels from China.

Lost or damaged. Ask the seller: under ZTO's agreement, the sender claims in writing within 30 days of learning of the loss or damage. Without insurance (保价), ZTO pays at most 500 yuan; an insured parcel, up to its declared value. Contents missing or damaged inside intact packaging are excluded, so check the parcel when you get it. See lost parcels.

Returned. ZTO may send a parcel back when the address is unclear, you refuse it, or two delivery attempts fail through no fault of ZTO's. See returned to sender.

Delivered but not there. 已代收 means a collection point holds it for you, and 已签收 that someone signed, not always you. Check parcel stations and lockers near you, your building's reception, and the forwarder if it went to one. To complain, give the waybill number to ZTO's customer service on 95311, or use its complaint form (投诉反馈), which needs a login. If ZTO's answer doesn't satisfy you, or doesn't come in time, China's rules let you appeal to the postal authorities. See delivered but not received.

ZTO Express contact number and customer service

As read on 31 October 2026, ZTO lists:

• 95311: its national customer service hotline (全国统一客服热线), 08:30 to 17:30, its FAQ says. ZTO's English site calls it the "Customer Service Hotline".
• 95720: the number ZTO's couriers call you from (中通业务员专属外呼号码).
• Online customer service (在线客服) on zto.com, plus ZTO's WeChat mini program and app.

For ZTO International's lines, see its page. For the order itself, ask the seller: the seller booked ZTO, not you.

Track a ZTO Express parcel with Peek

Paste the number in Peek: it follows more than 3,500 carriers. A ZTO number pasted alone isn't enough for Peek to ask ZTO Express. It asks some of the other carriers that use the shape (DHL, BRT and FedEx for 12 digits; DPD, SEUR and BRT for 14 digits; ZTO International first for a 771 number), then tracking services, and shows "Checking tracking services…" meanwhile. If they have the parcel and name ZTO Express, Peek files it there and asks ZTO at its next check. If nothing turns up, the line under the number says "not found yet · Peek keeps checking". To have Peek read ZTO's own tracker from the start, tap "Change" and pick ZTO Express under "Fits this number", or search for ZTO or 中通快递 (中通 alone also brings up ZTO International). On a parcel you've already added, use "Change carrier". Peek's ZTO lookup takes only the two shapes above: for any other, it notes that ZTO Express "doesn’t issue numbers like this one".

Peek reads ZTO's own tracker, and opens a browser when ZTO asks for a check. For each scan it shows the step (table above), the ZTO site that made it and the exact time, in your device's time zone. It leaves out ZTO's full line of each scan and, with it, couriers' contacts, phone numbers and the recipient's name and address, and shows no expected delivery date. ZTO's public tracker can leave out a parcel's earliest scans, and so can Peek. Peek follows the ZTO number only: a forwarder's number is another parcel to add.

It checks every 10 minutes, and every 2 minutes once the parcel is out for delivery (every 5 when its ZTO lookup opened a browser). It can notify you of "Every scan", "Important steps" or "Delivery only". It can't contact ZTO, the forwarder or the seller for you.

Questions about ZTO Express tracking

Is ZTO Express legit?

Yes. ZTO Express was founded in Shanghai on 8 May 2002, listed in New York on 27 October 2016 and in Hong Kong on 29 September 2020, the first express company listed in both. It says its network had more than 31,000 service outlets in 2025 and reaches over 99% of China's districts and counties.

Is ZTO Express the same as ZTO International?

One group, two services and two trackers. ZTO Express's service agreement covers parcels sent and delivered within mainland China, not Hong Kong, Macau or Taiwan; its tracker is zto.com/check. ZTO International, the group's international arm since 2014, ships parcels abroad and into China under 771 numbers, tracked on ztoglobal.com.

How long does ZTO Express take?

Normally next day within a province and between Jiangsu, Zhejiang, Shanghai and Anhui, 3 to 5 days between other provinces and 5 to 7 days to some remote areas, ZTO's FAQ says. ZTO calls its published times a reference only. A parcel bound for a forwarder then takes the forwarder's time too.

What does 已签收 mean on ZTO tracking?

Signed for: Peek shows it as "Signed for", Delivered. You, someone for you or a forwarder's warehouse signed. 已代收 is different: a collection point, such as a parcel station, is holding it for you to collect.

What is ZTO Express's phone number?

95311, its national customer service hotline, from 08:30 to 17:30 China time. Calls from 95720 come from ZTO's couriers.