4PX is the official shipping partner of Joom Logistics, it is responsible for providing pickup service for Joom Logistics orders. Its pickup service is free of charge for merchants and covers almost all China. You do not need to sign an agreement with 4PX or open an account before using its service.

Click here to check out the regions covered by 4PX pickup service, its working schedule, and contact information.

Merchants located in these regions can request the 4PX pickup service. If you ship orders from Hong Kong or other regions not listed in the table, please consider using another pickup provider.

4PX working schedule depends on the area. The general rules are as follows:

• After you place a request, it may take from 1 to 24 hours for a courier to arrive. 
• For requests placed before 3 p. m., pick up will be on the same day.
• For requests after 3 p. m., pick up will be on the next day.

Please note that pickup in some regions is not available on Sunday.

Once 4PX picks up your parcels, it will ship them to the Hecny warehouse in Dongguan.

How to request a pickup service?

Step 1: Request online shipping

You can make the request via Merchant Panel, CSV file and ERP system. To learn more, please refer to the article What is Online Shipping.

Step 2: Request a pickup service

1. Go to Merchant Panel → Shipping.
2. Click Request Pickup.
3. Fill out your pickup details:
   
   • Number of bags;
   • Total weight, kg;
   • Pickup address in Chinese.
4. Click Request Pickup.

For now, you cannot create a pickup request several days ahead, only for the current date. For 4PX pickup, we recommend you to request pickup before 3 p. m. so that the courier can collect your orders the same day.

Please do not create multiple pickup requests if your predicted weight and bag number changes. You can confirm them later. We will improve the process shortly.

Step 3: Download bag labels

Click Download Labels on your request page. Confirm the number of bags and download labels. If the bag number changes, you can enter a new value and print the required number of labels for all of your bags.

You can also download the labels by clicking Download in the pickup request table.

Step 4: Prepare the parcels

Prepare the parcels as usual. Pack them into the big bags tightly and securely. Tie the bags up with a cable. We recommend using the black tape in the middle of your bag, as in the example below. It'll help to distinguish your bags in the warehouse and speed up the delivery.

Print out the bag labels and attach each bag with a label. 

✅ Good example:

❌ Bad example:

We kindly ask you to use special Joom zip ties while packing your bags for 4PX pickup. They will help to distinguish your bags in the warehouse and speed up the delivery. Such zip ties will be provided to you in bulk in advance by 4PX pickup couriers.

Once you receive Joom zip ties from a courier, you should start using them for packaging right away. Soon, it’ll become mandatory and couriers will not accept bags without them.

The barcode and number on the zip tie differ from the one on the bag label. 4PX scans both barcodes and keeps them connected in their system. This way, the package is easy to identify in case the bag label is lost or damaged. 

A Joom zip tie should be:

• On every bag, one bag = one zip tie;
• Used to pack Joom orders only;
• Used instead or along with a cable to tie the bags up.

4PX packaging checklist: Joom parcels are packed tightly into big bags. Bags are secured with a cable, Joom zip tie and black tape in the middle. Each bag is attached with a bag label.

Step 5: Hand over bags to the courier

Wait for the courier to contact you. Hand over your bags to the courier, when they arrive at the location you agreed on. 

👉 You can track your bags on the 4PX website using the pickup number.

In any case, when you hand over your Joom bags to 4PX, you should place the request and pack the bags as described above. Bags without necessarily labels or prior request will not be accepted.

How to cancel pickup request?

1. Go to the Shipping page.
2. Open the request you want to cancel.
3. Click Cancel.

You can cancel request only in Created status. If the driver is on the way to the pickup area, they still might contact you.

How to contact 4PX?

If you have any inquires about the 4PX pickup service, you can contact 4PX support:

• Hotline: 400 002 5566
• Region dispatcher: refer to the file 
• WeChat: scan OR code below

Kindly note that 4PX support can only advise you on the pickup and delivery to the warehouse. That's why when contact them, you should provide 4PX tracking number and Joom order tracking number (not Joom order ID). Regarding Joom orders and their statuses after they've delivered to the warehouse, please contact the Merchant support team.

Pickup statuses

Status	Meaning
Created	Pickup request created.
Shipped	Courier has picked up bags and scanned their labels.
Sorted out	Bags arrived at 4PX sortation center, they were weighed and scanned.
Delivered	Bags arrived at Hecny warehouse, they were weighed and scanned.

What to do, if 4PX doesn’t pick up from your address?

Merchants located in Hong Kong can use Hecny pickup service. To do that, you should firstly create a Hong Kong warehouse in the Merchant Panel. For the orders placed at the Hong Kong warehouse, please select the Hong Kong pickup address for the fulfillment. To request a pickup, please contact Hecny:

• WeChat: SCY_eCommerce or 133 3299 5402

• Phone: 133 3299 5402

Merchants located in other regions can use the SF Express pickup service.

SF Express pickup

SF Express is an alternative pickup service for the regions not covered by 4PX. That means that you can use SF express only if:

• your pickup location is not listed in the file;
• you've never used 4PX pickup for your account;
• you haven't indicated 4PX as an available provider for your pickup address in the Merchant Panel.

If you correspond to the criteria above and wish to use SF Express, please contact Merchant support and provide your pickup address ID. Our team will promptly review your request and enable SF Express for you. Please note, if 4PX covers your pickup address, we can deny your request to enable SF Express. In this case, you should keep using 4PX pickup.

Once enabled, you can start requesting pickup in the Merchant Panel as described above. Soon, requesting pickups via the EMS portal will be unavailable. After placing the request, if the bag number changes, you can print additional labels from the courier.

SF Express couriers will contact you in advance. Typically, they arrive within 1 hour after the request, but their arrival time depends on whether there are available couriers in your area. If you place a request late in the evening, expect the courier the next day.

You can track your bags on the SF Express website using the number stated on your bag label. It consists of SF and 13 digits (no spaces), e.g., SF1681111116876.

For SF Express support, reach out via hotline 95338 within their working hours (08:00-21:00).

FAQ

My location is distanced from the Hecny warehouse, the delivery might take a while. What should I do?

We've temporarily extended the fulfillment period for your orders so that you can transfer to a new pickup provider smoothly.

• Your approved orders now have 11 days to get “Shipped” status before they get canceled.
• Quick Fulfillment Rate is temporarily turned off.

If after the transitional period is over, you'll still experience difficulties to fulfill the order, please contact Merchant support.

I'm using SF Express pickup. Should I transfer to 4PX instead?

If your region is covered by 4PX, we recommend you to transfer to 4PX pickup. If not, please continue using SF Express.

Can I drop off the orders to 4PX on my own?

Unfortunately, drop off service is currently unavailable. Please request pickups to your address instead.

Which support service should I address questions?

• Regarding pickup details on the 4PX side, such as pickup status, courier contacts and delivery time, please contact 4PX support. Kindly note that 4PX support can only advise you on the pickup and delivery to the warehouse. That's why when contact them, you should provide 4PX tracking number (and not Joom order ID). 
• Regarding fulfillment process, Joom orders and their statuses after they've delivered to the warehouse, as well as store performance metrics, please reach out to our Merchant support team.
• Regarding SF Express and Hecny, please contact SF Express support or Hecny support, respectively.