STO Express tracking

What is STO Express?

STO Express, officially known as Shanghai STO Express Co., Ltd. and referred to in Chinese as Shentong Express, 申通快递, is one of China's largest private express delivery companies. Founded in February 1993 in Shanghai, the company holds a foundational place in China's modern logistics history, having been among the very first private couriers to operate in the country at a time when domestic express delivery was dominated by state-owned postal services. STO is publicly listed on the Shenzhen Stock Exchange under ticker symbol 002468, and as of 2024, delivered approximately 22.7 billion parcels, placing it among the top five express carriers in China by volume.

The history of STO Express is tied directly to the emergence of China's private logistics sector. When the company was established in 1993 under the name Shentong Integrated Service Department, the market for private courier services barely existed in China. STO is widely credited with pioneering the express franchise model in China, a structure under which the company manages core sorting hubs and long-haul transportation while independent franchise partners handle last-mile pickup and delivery in their local territories. This decentralized approach, common among the group of major Chinese carriers known as the "Tongda" operators, allowed STO to scale across China's vast geography without the overhead of a fully owned delivery workforce at every service point.

STO's expansion was methodical over its first two decades. By 1996, the company had outlets in Nanjing and Suzhou. By 1997, it had reached Beijing and Guangzhou, signaling national ambitions beyond its Yangtze River Delta origins. By 2004, it held approximately 30% of the express delivery market share in the Yangtze River Delta. The corporate entity Shentong Express Co., Ltd. was formally established in 2007. On December 30, 2016, the company was listed on the Shenzhen Stock Exchange, raising capital for further expansion and subjecting its operations to full public market accountability.

• Founded: February 1993, in Shanghai, China, originally registered as the Shentong Integrated Service Department
• Legal name: Shanghai STO Express Co., Ltd. (申通快递股份有限公司), also known as Shentong Express
• Headquarters: Shanghai, China
• Stock listing: Shenzhen Stock Exchange, ticker symbol 002468
• Strategic shareholder: Cainiao Smart Logistics Network, the logistics affiliate of Alibaba Group, holding approximately 25% of shares
• Business model: Franchise network model, part of the "Tongda" group of major Chinese express carriers
• Service outlets: Between 30,000 and 40,000 nationwide across China
• Annual parcel volume: Approximately 22.7 billion parcels delivered in 2024
• Customer hotline: +86 400 810 1111, with English-language service available via the alternate line 95543-4 at extension 5

In March 2019, Alibaba Group made a major strategic investment in STO Express, and Cainiao Supply Chain subsequently acquired approximately 25% of the company's shares from De'e Industrial. This institutional bond with China's dominant e-commerce conglomerate means STO is one of the primary carriers fulfilling orders from Taobao and Tmall, and integrates with Cainiao's shared data and software infrastructure for warehousing coordination, last-mile logistics, and consumer-facing delivery options. In 2018, a high-speed train was named the "Shentong Express" High-Speed Train, the first high-speed rail service in China to carry the name of a private express delivery company.

Which countries does STO Express deliver to?

STO Express operates across all of mainland China through a network of between 30,000 and 40,000 service outlets spanning every province, autonomous region, and major municipality in the country. The company's domestic footprint was built over three decades, starting from the Yangtze River Delta and extending outward to cover the full national territory. Logistics infrastructure is concentrated most heavily in the three major economic corridors, the Yangtze River Delta, Shanghai, Jiangsu and Zhejiang, the Pearl River Delta, Guangdong, and the Beijing-Tianjin-Hebei corridor, which are the centers of China's manufacturing output and e-commerce activity.

Beyond these primary hubs, STO's warehouse and distribution infrastructure covers more than 300 facilities spread across 56 cities in China, with total storage capacity exceeding 2 million square meters. This system supports not only standard express delivery but also dedicated e-commerce fulfillment operations that require local inventory positioning close to major consumer markets. Rural and remote areas are served through the franchise partner network, which extends coverage into lower-tier cities and townships that fall outside the primary logistics corridors.

Internationally, STO operates through its dedicated division STO Global, which provides shipping coverage to more than 200 countries and territories worldwide. Key markets include the United States, Russia, Japan, Canada, Indonesia, and countries across Europe and Southeast Asia. In destinations where STO does not maintain its own physical infrastructure, the company works with local logistics partners to complete final delivery, a partnership-based approach that allows broad geographic reach without building out owned delivery networks in each market.

• Mainland China: All 23 provinces, 5 autonomous regions, 4 municipalities, and 2 special administrative regions, served through 30,000 to 40,000 service outlets
• East Asia: Japan, South Korea, Taiwan, Hong Kong, and Macau
• Southeast Asia: Indonesia, Malaysia, Thailand Vietnam, the Philippines, Singapore, and other regional markets
• Europe: France, Germany, the United Kingdom, Italy, Spain, the Netherlands, and other European countries
• North America: United States and Canada
• Russia and Central Asia: Russia and neighboring markets served through STO Global's partner network
• Other regions: Additional destinations across the Middle East, Latin America, Africa, and Oceania, with total international coverage extending to over 200 countries and territories

International shipments transit through STO's processing infrastructure before being handed over to local carriers in the destination country for final delivery. A parcel going to the United States, for instance, will be delivered by a local partner for the last-mile leg, while STO Global manages the outbound export, freight, and documentation from the Chinese side. STO Global's growing overseas warehouse network is designed to shorten this chain in key markets by positioning inventory locally before orders are placed, which reduces the transit time associated with individual cross-border shipments.

What are the STO Express services and delivery times?

STO Express offers a range of logistics services built around its national franchise network. The company's core offering is domestic express delivery, which covers all of mainland China and serves individual consumers, small businesses, and large-scale e-commerce merchants. Parcels are collected either via direct pickup by a STO courier or through one of thousands of drop-off points across the country. Domestic delivery typically takes between 1 and 3 business days, with same-day or next-day service available for shipments within the same city or between closely connected cities, particularly within the Yangtze River Delta and Pearl River Delta regions. Deliveries to more remote or rural areas may require the full 3-day window.

For e-commerce merchants, STO offers a dedicated B2C one-stop service that extends well beyond standard parcel delivery. This includes warehousing, inventory management, order processing, outbound distribution, and customer service coordination. The service also covers cash-on-delivery and collection-on-delivery payment options, which remain a significant feature of the Chinese domestic e-commerce market. This offering is deeply integrated with Alibaba's Taobao and Tmall platforms, where the Cainiao network coordinates logistics on behalf of merchants using STO as their carrier.

• Domestic express delivery: Standard door-to-door parcel service covering all of mainland China, with delivery in 1 to 3 business days depending on origin, destination, and zone tier
• E-commerce B2C one-stop service: End-to-end fulfillment covering warehousing, inventory management, order processing, distribution, and collection-on-delivery, tailored for merchants on major Chinese e-commerce platforms
• Warehousing and distribution: Storage facilities covering more than 2 million square meters across more than 300 locations in 56 cities, available for short and long-term arrangements combined with outbound express distribution
• Cold chain transportation: Specialized service for temperature-sensitive shipments including food products, pharmaceuticals, and biological materials
• Valuables channel: Enhanced handling, security protocols, and insurance coverage for high-value items during transit
• International express via STO Global: Cross-border shipment service reaching more than 200 countries and territories, with delivery typically in 5 to 10 business days depending on the destination and customs processing times
• Supply chain management: Broader logistics consulting and integrated solutions for enterprise customers requiring services beyond standard point-to-point shipping

For international shipments managed through STO Global, delivery typically falls within 5 to 10 business days from the date of export. This range reflects variation in the destination country, customs clearance timelines, and the capacity of STO's local delivery partners in the receiving market. Destinations in major Asian markets, Western Europe, and North America tend to fall toward the faster end of that range. Customs-related delays in the destination country are outside STO's direct control and can extend delivery beyond the standard window.

What are the STO Express rates and maximum dimensions accepted?

STO Express calculates shipping charges based on the higher of a shipment's actual weight or its volumetric weight, a method also known as dimensional weight pricing. The volumetric weight is derived from the parcel's measured dimensions using standardized formulas, and as of July 2025, STO formally announced updated rules for volumetric weight calculation, requiring standardized scales and measuring tools for consistent application across the network. The chargeable weight is expressed in kilograms and retained to at least one decimal place, so that bulky but light packages are priced in proportion to the space they occupy in the transport network.

Domestic rate structures are tiered by both weight and shipping zone, with a base charge covering the first kilogram and an incremental per-kilogram rate applied to each additional kilogram beyond that threshold. Because STO operates through a franchise network, specific pricing at individual service outlets may vary within the guidelines established by the central company. High-volume shippers, particularly e-commerce merchants, typically negotiate rate agreements directly with STO or through the Cainiao platform, which can include volume discounts and customized service terms that differ significantly from standard retail pricing.

• Pricing basis: Higher of actual weight or volumetric weight, with chargeable weight measured in kilograms to at least one decimal place
• Domestic rate structure: Tiered by shipping zone and weight, with a base charge for the first kilogram and an incremental charge per additional kilogram
• Volumetric weight rules: Updated and formally announced in July 2025, applying standardized measuring tools across the network
• Volume discounts: Available for high-volume e-commerce merchants through direct agreement with STO or through the Cainiao logistics platform
• International rates: Calculated separately based on destination-country agreements with partner carriers and the specific STO Global service tier selected

Specific maximum weight and dimension limits vary by service type and are detailed in STO's official guidelines for each product tier. Standard domestic express accommodates a wide range of parcel sizes. The cold chain and valuables channel services carry their own restrictions based on handling requirements and insurance terms. Businesses with high or irregular shipment volumes are advised to contact STO directly to confirm the applicable weight limits and pricing for their specific goods and routes.

What are the STO Express delivery options?

Standard delivery by STO Express is made to the recipient's registered address, whether residential or commercial. The courier typically requires someone to be present to receive and sign for the package. If no one is available at the time of delivery, the STO courier may leave the package with a neighbor, at a building concierge, or at a nearby parcel station, depending on the options available at that specific address. If none of these alternatives apply, the courier will log a failed delivery attempt and make arrangements for a follow-up attempt or collection from a local service outlet.

Through its integration with the Cainiao logistics network, STO Express connects recipients in China to Alibaba's parcel locker and pickup point infrastructure. Recipients who know they will be unavailable at the time of delivery can in some cases redirect packages to nearby self-service lockers or Cainiao Post stations, where the parcel can be collected at their convenience. This option has expanded across China's urban and suburban areas as part of a broader national shift toward contactless and unmanned delivery alternatives.

• Home and office delivery: Standard courier delivery to the recipient's registered address with signature confirmation required upon receipt
• Parcel lockers: Self-service collection from Cainiao-affiliated smart lockers for recipients not available at the time of the delivery attempt
• Pickup stations: Collection from Cainiao Post stations or designated service points near the recipient's location
• Neighbor or concierge deposit: Delivery left with a building concierge or neighbor when the recipient is temporarily unavailable and no locker or station is accessible nearby
• Redelivery or outlet collection: If a delivery attempt fails entirely, STO will schedule a follow-up attempt or make the parcel available for collection at a local service outlet

For deliveries involving high-value items sent through the Valuables Channel, more stringent verification and identity confirmation requirements apply at the point of receipt. Recipients needing to reschedule a delivery or update a delivery address are advised to contact STO customer service at +86 400 810 1111 before the parcel enters the final out-for-delivery stage, as rerouting options become limited once the package has been loaded onto a last-mile delivery vehicle.

What should I do if my STO Express parcel is lost or damaged?

Customers who discover that a parcel has been lost, significantly delayed, or received in a damaged condition should contact STO Express customer service as promptly as possible. The primary contact line is +86 400 810 1111. An alternate number, 95543-4 at extension 5, provides access to English-language support for international customers. Filing a report early is important because most carriers apply internal deadlines for claim submissions, and delays in contacting customer service can affect the outcome of the investigation or compensation process.

For parcels received with visible damage, best practice is to document the condition of the shipment at the time of receipt, before unpacking the item. This means photographing the outer packaging, any damage to the box or envelope, and the item itself once removed. The original packaging and the waybill number should be retained, as these are typically required when a claim is submitted. Disposing of the packaging before a claim has been reviewed can complicate or prevent compensation, regardless of the extent of the damage.

• Customer hotline: +86 400 810 1111 for domestic inquiries and general support
• English-language support: Available via 95543-4 at extension 5
• Damage documentation: Photograph the outer packaging and the item before and after unpacking, and retain all original materials including the shipping label
• Required documents: Typically include photographs of the damage, the original waybill, and proof of the item's declared or purchase value
• Insurance coverage: Available through the Valuables Channel for high-value shipments, providing defined compensation in the event of loss or damage during transit
• Standard packages: Compensation for uninsured parcels follows STO's general terms and conditions, which should be confirmed directly with customer service at the time of filing

For high-value items, the Valuables Channel provides a declared value and insurance framework that sets out defined compensation in the event of loss or confirmed damage. Customers shipping goods of significant value are encouraged to declare the value and purchase coverage at the time of sending rather than relying on standard compensation terms, which typically apply lower limits. All assessments and claim resolutions are handled through STO's customer service team, and additional documentation may be requested depending on the nature and declared value of the affected shipment.

Does STO Express handle international shipments and customs formalities?

International shipments by STO Express are handled through STO Global, the company's dedicated cross-border division. STO Global provides access to more than 200 countries and territories, with a particular focus on markets relevant to Chinese export e-commerce including the United States, Russia, Japan, Canada, Indonesia, and countries across Europe and Southeast Asia. For cross-border shipments, STO Global coordinates the customs documentation and clearance process in collaboration with international partner carriers, managing outbound customs declarations from China and the handoff to local carriers for last-mile delivery in the destination country.

The company is actively developing a global overseas warehouse service system designed to support cross-border e-commerce with local inventory positioning in key markets. Under this model, Chinese merchants ship goods in bulk to an STO overseas warehouse before individual orders are placed, which allows faster delivery by reducing the need for each package to clear customs individually from China. Once an order is confirmed, fulfillment and last-mile delivery are handled by STO's local partner in the destination country. This structure is increasingly common among Chinese logistics operators servicing export e-commerce at scale.

Whether customs duties and taxes fall on the sender or the recipient depends on the specific service and commercial arrangement in place. High-volume merchants using STO's B2C cross-border services can typically negotiate Delivered Duty Paid terms, also known as DDP, under which all import taxes are managed and paid by the logistics operator before final delivery. For general international parcel shipments, the more common arrangement is Delivered Duty Unpaid, also known as DDU, in which the recipient in the destination country is responsible for paying applicable import duties and taxes before the package is released for delivery.

• International division: STO Global, handling cross-border shipments to over 200 countries and territories
• Key destination markets: United States, Russia, Japan, Canada, Indonesia, and countries across Europe and Southeast Asia
• Overseas warehousing: STO Global is developing a network of overseas warehouses enabling local inventory positioning and order fulfillment in destination markets
• Customs documentation: Managed by STO Global and partner carriers, covering outbound Chinese export declarations and inbound clearance coordination in the destination country
• Duty payment options: DDP (Delivered Duty Paid) available for high-volume merchants by arrangement; DDU (Delivered Duty Unpaid) is the standard arrangement for general international parcels
• Prohibited items: Hazardous materials, illegal substances, firearms, explosives, counterfeit goods, and other items restricted under Chinese export regulations or destination-country import law are not accepted for international shipping

Understanding tracking statuses

When you track an STO Express parcel online, different statuses appear at each stage of the shipment's journey through the carrier's network. These updates are generated as the package passes through key checkpoints, from initial collection to final delivery. Tracking information can be accessed through STO's own platform as well as through third-party aggregators . Tracking numbers for STO Express are alphanumeric and typically begin with the letters "STO" followed by a sequence of digits. Here are the main statuses you may encounter and what each one indicates.