Cainiao shipping conditions (Spain)

Purpose: This guide provides a comprehensive overview of the shipping conditions for the commercial carrier Cainiao in Spain.

Shipping Methods (National)

Special conditions

• Undeliverable parcel:  If delivery cannot be completed, the parcel will be returned to the sender. Please note that this may incur additional charges, which are non-refundable.

Shipping Methods (International)

Conditions applicable to international shipments with Cainiao, including weight and size limits, transit times by country, and prohibited items.

Pick-ups

General features

• Always keep your proof of handover until all your parcels are successfully delivered. You can do this by asking the driver to sign your pickup report. This document is essential if you ever need to file a claim. You can find more information on how to create one in our Help Center article: How to create a pickup report.
• Please note that pickup times are subject to local office availability and may be affected during peak seasons or force majeure events.

Incidental Pick-up

The one time collection service is not available with Cainiao. Therefore, a recurring pickup is required. Please refer to the Recurring Pick-up section for more information.

Recurring Pick-up

For the carrier to pick up your parcels from a specified location on a consistent basis (e.g., daily, weekly), these are pre-schedule regular collections.

Scheduling process

• All Subscription Users: Cainiao only works with recurring pick-ups, so when activating this carrier on Sendcloud panel, you'll need to provide specific information in order to have them schedule for you.

Conditions

• Pick-ups 0–40 km from the hub: No minimum volume.

  List of Cainiao hubs (pick-ups within 0–40 km)

  • Alicante: Calle Guillermo Stewart Howie 22, La Vallonga – 03006 Alicante
  • Valencia: Calle Alcaten 4, Manises – 46940 Valencia
  • Murcia: Calle C. B, 71, 30168 Alcantarilla, Murcia
  • Barcelona: Calle de la Agricultura 37E, Viladecans – 08840 Barcelona
  • Madrid: Ronda de Marcos Ana 6, 28830 San Fernando de Henares
  • Seville: Calle Rafael Beca Mateos 3, 41007 Seville
  • Malaga: Calle Hemingway 63, Churriana – 29004 Malaga
  • Granada: C. Baza 236, 18220 Albolote, Granada
  • Zaragoza: Calle George Stephenson 38, 50015 Zaragoza

  Note: The province of Cádiz is excluded from pick-ups.

• Pick-ups 40–80 km from the hub: Minimum volume of 300 parcels on the route. You have one month from the start of the pick-ups to reach this volume.
• Pick-ups +80 km from the hub: Minimum volume of 500 parcels. Each case will be reviewed individually.
• Pickup Days & Times: Monday to Friday
• No Parcels for Pickup? If you don't have parcels to be picked up, please contact the local office to notify them. Failed pickups due to parcels not being prepared on time or being absent may result in a surcharge.
• Available in: Pick-up services are not yet available in all regions. For details, refer to the table below.
  • If a pick-up is currently unavailable in your area, feel free to contact our Customer Support Team. They’ll be able to submit a request to Cai Niao on your behalf.

Pricing

• All Subscription Users: Free of charge.

Drop-offs

The drop-off service at a parcel shop is not available with Cainiao. Therefore, a pickup is required. Please refer to the pick-up section for more information.

Claims Process

Claim deadlines & Required documentation

Compensation policy

National claims

Resolution time (estimated)

Once the claim is submitted to the carrier, we typically receive a response within 10 days. Please note that this is an indicative timeline, and the actual resolution time is subject to the carrier's internal processes and can vary.

Sendcloud insurance

Do you want to insure your shipments for a higher value? This is possible with the help of our insurance: Sendcloud Shipping Protection (XCover).

More information is available in our Help Center article: How do I start an investigation or file a claim for my parcel?

Package Content Restrictions

Prohibited items

Cainiao does not accept certain items for shipment. If you ship these items, they cannot be covered by the carrier's insurance and will be excluded from any compensation. Please note that this list is not exhaustive.

High-Value Items:

• Goods exceeding 5,000 euros in value per package (Cainiao may exceptionally accept higher value at its discretion).
• Personal objects worth more than 200 euros (national or international shipments).

Packaging and Handling:

• Items not packaged or incorrectly packaged according to Cainiao's rules.
• Items requiring special handling, being particularly fragile, needing a special shipping position, or requiring specific temperature storage.

Perishable and Organic Items:

• Perishable products (with an expiry date).
• Live animals or plants; human or animal remains.
• Biological samples, stored blood, organs, medicines, narcotics, injections, vaccines, insulin, etc.

Monetary and Valuable Items:

• Cash, banknotes, lottery tickets, bets, or any kind of lottery tickets; securities certificates and other documents of monetary value; transport tickets.
• Precious gems and metals, jewellery, watches and clocks, pearls, works of art, collectibles, antiques, and treated or untreated furs.

Furniture:

• Any kind of furniture, whether assembled or not.

High-Risk or Legally Prohibited Content:

• Goods whose value depends on their content where loss or deterioration could cause significant collateral damage (e.g., data storage devices with confidential information, critical documentation).
• Packages whose contents, external form, issuance, or storage are prohibited by a judicial or public authority (including items violating intellectual property laws, such as counterfeits).
• Firearms and key parts, replicas, air rifles, ammunition, and other deadly weapons as defined by Spanish law.
• Hazardous goods and items (e.g., corrosive, flammable, explosive, poisonous, radioactive, infectious materials) as per the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR).

International Shipping Exclusions (Specific to Cainiao Spain):

• Alcoholic beverages, tobacco, or food products (perishable or otherwise) will under no circumstances be shipped internationally by Cainiao Spain. (Note: Domestic shipping of alcoholic beverages and tobacco may be subject to fiscal restraints and customer packaging requirements).

Air Freight Exclusions:

• Additional exclusions apply to air freight packages as per Regulation (EC) 300/2008.

For more information in this regard, please refer to Cainiao's conditions: Cainiao Terms of Use.

Updates & Cancellation

Understanding the ins and outs of label validity, updates, and cancellations helps in managing your shipments efficiently, avoid unexpected costs, and keeping your shipping process hassle-free.

Label update

• Address change:
  • Parcel not yet shipped: you can easily correct the address by cancelling the original label and creating a new one. Using the "Duplicate" feature can simplify this process.
    • Steps to Cancel a Shipment or Label:
      1. Go to the Created Labels overview and select the shipment(s) you wish to cancel.
      2. In the dropdown menu (next to "Print label"), click "Cancel."
      3. Confirm the cancellation. The label will automatically move to the "Cancelled" tab.
    • Steps to Duplicate a Label (for creating a new one with corrections):
      1. Edit the original label in your panel by clicking on the eye icon next to it.
      2. Select the "Edit new label" option from the dropdown menu of the "Actions" button.
      3. Modify the data you need to change (e.g., the address).
      4. Confirm the label creation.
      5. You will find the new label in the "Created Labels" tab.
  • Parcel Has Already Been Shipped: Parcel Has Already Been Shipped: You will need to contact our Customer Support Team directly, who will be able to assist you with the process for an address correction in transit. Please note that there is no guarantee the carrier will be able to process the request before the parcel is delivered.

Cancellation deadline

If you don't use a label, it's essential to cancel it to avoid being charged.

• If you cancel the label before 23:59 on the day of creation, you will not be charged.
• If you cancel it within 42 days of its creation, the costs for this shipment will be corrected on your next invoice.
• After 42 days, it will no longer be possible to cancel or request a refund for the label.

For more details, you can consult the following article: How to cancel my shipment?

Direct Contract Shipping

If you have a direct contract with Cainiao, you can easily integrate it with your Sendcloud account. Our Cainiao contract activation guide explains how to connect your direct contract. This setup allows you to ship under your own terms and conditions.

When you choose to ship with Cainiao, you are agreeing to their General Transport Conditions. For complete details, please find the link below:

General Transport Conditions