Support
Order Tracking
FAQ
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Answer: We offer four ways to place an order:
(a) WeChat Official Account: follow "CONCARE Shipper" on WeChat (recommended)
Advantages: order information is saved and orders can be placed with one tap anytime on your phone — fast and convenient. You can also track your shipment status online in real time.
(b) Customer OMS system: https://www.concare.cn/COLDCHAIN-FRONT/#/login (recommended)
Advantages: orders are submitted directly into the CONCARE OMS system, reducing errors caused by manual re-entry.
(c) Email: fill in the Order Requirement Form correctly and send it to our order inbox: order@concare.cn
(d) WeChat group: place your order in a WeChat group by providing the basic order details, and our dedicated customer service staff will complete it for you.
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Answer: Please submit your application to your sales representative or customer service contact.
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Answer: Because the items you are shipping are not ordinary goods — they are often high-value and require handling by trained logistics staff, along with specialized insulated containers, ice packs, thermometers and packaging materials — we need to match your order with a suitable packaging and temperature-control solution. This is why we ask you to place your order in advance.
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Answer: For tier-1 cities, about half a day in advance; for provincial capitals, one day; for tier-2/3 cities, one to two days. Urgent shipments can be coordinated on an ad-hoc basis.
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Answer: CONCARE is a specialized third-party pharmaceutical cold-chain logistics provider. Our operating model differs from ordinary 3PL or courier companies. After pickup, shipments are loaded onto the nearest air/high-speed-rail resources; within two hours of arrival, dedicated staff and vehicles collect them and deliver within the required window. The full journey is monitored with no uncontrolled handoffs; customer service can track each order's location and temperature in real time. Under normal conditions, tier-1 city transit is about 24H; other cities 24–48H. For further questions, please call CONCARE.
Order hotline: 4000-526-520
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Answer: All orders can be issued with official VAT general invoices or special VAT invoices (paper or electronic).
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Answer: For long-term partnerships, monthly settlement can be arranged under contract.
For first-time or ad-hoc orders, please pay by WeChat at pickup or transfer to our account within 24H after delivery (weekends deferred).
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Answer: Yes. Note “temperature record required” when placing the order; we will provide the full-journey temperature record within 30 minutes after delivery (thermometer usage may incur a fee).