Avoid SF Express.
Avoid SF Express. My overall feeling with their online service: (1) They will first assume you do not understand the situation and give you vague or dismissive answers (see my experience (i) below); (2) If you keep pushing on them for clearer answers, you will face strong hostility (see my experience (ii) below). (1) and (2) may swap depending on who the person is. (2) also reminds me of an old saying: when you cannot address the problem, address the person who points it out. Experience (i): I ordered items from overseas; the tracker said the item has been under Custom Inspection for a week. I asked the online customer service, the person told me "due to recent implementation of new government policies, all shipments are currently affected by the updated rules and regulations.” Since we purchase many items overseas, I asked about the details of these new rules and polices, the response was "They did not provide the shipping company with the complete information, as it is subject to US government requirements." They cited unspecified “new government policies” as the explanation but could not identify what those policies were or provide any concrete information about them. Experience (ii): Right after I made the inquiry, I received a voicemail from SF that my package was released, and was sent for next stage. Nothing happened. I asked the online customer service again, and showed them the transcript of the voicemail. The response I got was "the transcript contains repeated words, mispronunciations, inaccurate sentences, and even an incorrect tracking number". (This problem happened because the SF person who left me the voicemail did not speak good English, so the transcript looks broken, but the message is very clear that my package was released). Rather than trying to figure out the inconsistent message, they tried to invalidate the voicemail I received from their own person. Based on these interactions, I found their customer service dismissive, defensive, and unwilling to provide clear answers when questioned. I would avoid using SF Express in the future.