Privacy Policy


This policy applies to the products and/or services provided by ZTO Express Co., Ltd. and its affiliates, ZTO’s authorized business partners (hereinafter collectively referred to as “ZTO” or “we”). It is important for us to protect personal data of customer. We may collect and use your information when you use our products and/or services. Before you use our products and / or services, please read and confirm that you have fully understood the contents of this policy, especially the highlight terms. When you use our products and/or services, or continue to use them after this policy updated, you are deemed to have read, understood and agreed to this version and its updated version. If you do not agree with any of this policy, you have the right to stop using our products and / or services immediately.


This policy will help you understand the following information:

Firstly, how do we collect and use your personal information?

Secondly, how do we use cookies and similar technologies?

Thirdly, how do we share, transfer, and publicly disclose your personal information?

Fourthly, how do we protect and save your personal information?

Fifthly, your rights.

Sixthly, protection of minors' information.

Seventhly, how does your personal information transfer globally?

Eighthly, notice and revision

Ninthly, how to contact us.


Firstly, how do we collect and use your personal information?


Personal information refers to various information recorded electronically or otherwise that can identify a specific natural person or reflect the activity of a particular natural person, either alone or in combination with other information.

Personally sensitive informationrefers to personal information that can easily lead to personal reputation, physical and mental health damage or discriminatory treatment, if it is leaked, illegally provided or abused, which may endanger the safety of people and property.


ZTO will only collect and use your personal information for the purposes described in this policy:

(1) The core business function collects and the condition of uses your personal information

We may collect, save and use the following information about you to achieve the following functions. If you do not provide relevant information, you will not be able to enjoy the relevant service. These conditions include:

1. Register an account

In order to complete the registration, you need to provide the following information ('Account Information'): mobile phone number, account name / nickname, account password, we will verify your identity by sending SMS verification code; you can also add you other personal information, if you do not provide this additional information, it will not affect the basic functions of services.

2.Delivery service

When you order or your information is provided as a recipient, ZTO or ZTO’s authorized business partners will collect the following information: the name of sender, name of recipient, address, contact information and Express mail information (collectively referred to as “label information”), used to submit orders, receipts, sorting, warehousing, transportation, export customs clearance, import customs clearance, and delivery; according to relevant legal requirements, we also collect your ID information for verify your identity and import and export declarations.


After order, you can choose the payment service provided by the third-party payment channel (such as Alipay, WeChat payment, UnionPay, Netcom and other payment channels, hereinafter referred to as “payment channel”). We need to send you The ZTO order number and transaction amount information to these payment institutions to confirm your payment and complete the payment. If you apply for an invoice, you will also need to provide the following information: invoice header, taxpayer identification number, invoice email address, and other information based on your billing needs, such as buyer information.


We collect information from your equipment to send tracking information, payment status information, coupons, and promotional information. You can make DND settings on your phone or other settings on your app, WeChat public account, and so on.

5. Customer service and after-sales service

Our customer service and after-sales service will use your account information and label information.

To ensure the security of your account, our customer service center and online customer service will use your account information to verify your identity. When you need us to provide customer service and after-sales service related to your package, we will check your label information and tracking information. You may need to provide additional information when communicating with our customer service staff, such as when you request us to change delivery address, contact person or contact number.

6.  Improve our product and service

We may collect your account information and label information for personal analysis. For information collected from your side, we may associate them to provide you similar service on those devices. We may combine information from a service with information from other services, legally indirectly obtained information, and information obtained through legitimate public channels, or combine legally acquired personally identifiable information with unidentifiable information. To provide you with personalized service and improve our products and services.

7. Secure transactions

To improve the security of system and prevent phishing scams and protect account security more accurately, We may determine your account risk by knowing your browsing information, label information, your commonly used software information, device information, etc., and may record some links ('URL') that we believe are risky; We will collect information about your equipment to analyze problems with ZTO system, collect traffic and troubleshoot possible risks, and troubleshoot when you choose to send us unusual information.

(2) The condition of additional business function collects and use your personal information

To make it easier for you to use ZTO's products and/or services, our additional features may collect and use your personal information. If you do not provide this information, you can still use our service, but you may not be able to use these additional features that can bring you convenience or you need to fill in some information. These additional features include:

1.Voice input

You can use the microphone directly to make voice input information or to consult with our customer service robot. In these functions we collect your recordings to identify your shipping needs and customer service and after-sales needs.


You can use this feature to find the ZTO service point and use GPS function. If you use this feature, we need to collect your location information.

3. Camera

You can use this additional feature to complete the scan code and function of scan code payment.

4. Contact list

You can choose the contacts information when you fill out the label information without manually enter information.

These additional features may require you to open access to your location, camera, photo album (picture gallery), microphone, and contacts on your device to enable information about collection and use of these features. You can check the status of these permissions on the “Settings “in your device, and you can decide to turn them on or off at any time. If you opening these rights, means you authorize us to collect and use such personal information to perform the above functions; if you close the rights, we will no longer to collect and use your personal information, meanwhile cannot provide these and other authorized offices. Close access will not affect the processing of personal information previously performed based on your authorization.

(3) Indirect access and use of personal information

1. We may obtain the account information (avatar, nickname) that you authorize to share from a third party, and bind your third-party account to your ZTO account after you agree with this policy, thus you can directly use the third-party account. Log in and use the service of ZTO.

2. If you order from the third-party channel of the non-ZTO page, ZTO will obtain your label information from these third-party channels, including the sender's name, phone number, address and shipment information, so that you can provide receiving and receiving related services.

3. If we obtain your personal information from our partners, we will use your personal information by the agreement with the third party, the legality of the source of personal information, and the compliance with relevant laws and regulations.


(4) Other purpose

1.After de-identifying your collected personal information through technical ways, the information that is de-identified will not be able to identify the subject. You know and agree that we have the right to use the information that has been de-identified. Without disclosing your personal information, we have the right to analyze and commercialize the user database.

2. We will count the usage of our services and may share these statistics with the public or third-parties to demonstrate the overall usage trend of our services. However, these statistics do not contain any of your identifying information.

3. When we display your personal information, we will protect your information by way of content replacement and anonymity.

4. When we want to use your personal information for other purposes not covered in this policy, or for information collected for a specific purpose for other purposes, will seek your consent in advance through a reasonable form.


(5) Other conditions

1. You should be aware that we do not need your authorization and consent to collect and use personal information in the following situations:

1.1 Related to national security and national defense security;

1.2 Related to public safety, public health, and major public interests;

1.3 Related to criminal investigation, prosecution, trial and execution of judgments;

1.4 It is difficult to obtain the consent of the person who defends the life and property of the personal information subject or other individuals;

1.5 The personal information collection is disclosed by the subject of personal information to the public;

1.6 Your personal information collected from legally publicly disclosed information, such as legal news reports, government information disclosure, etc.;

1.7 It is necessary to sign and perform the contract according to your requirements;

1.8 It is necessary for maintaining the safe and stable operation of the services provided, such as the failure to discover and dispose of services;

1.9 Required for legitimate news reporting;

1.20 Other circumstances as stipulated by laws and regulations.

2. According to the law, sharing, transferring the personal information that has been de-identified, and ensuring that the data recipient cannot recover and re-identify the personal information subject, does not belong to the external sharing, transfer and public disclosure of personal information, the storage and processing of such data will not require additional notice and your consent.


Secondly, how could we use Cookie and other similar technology.

(1) Cookie

To keep website running, we save small data files called cookies on your computer or mobile device. Cookies usually contain an identifier, a site name, and some numbers and characters. With cookies, websites will save your data such as your preferences. The purpose of enabling cookies is the same as most websites or Internet service providers to enable cookies, which is to improve the user experience. With cookies, websites could save a single visit (using a session cookie) or multiple visits (using a permanent cookie). With cookies, websites can save settings such as the language of a computer or mobile device, font size, and other browsing preferences. This means that users do not have to reconfigure preferences every time when they visit. If a website does not use cookies, the website will see them as new visitors each time. For example, if you log in to one website and go to another page, the website will not recognize you and you must log in again. ZTO will not use cookies for any purpose than those stated in this policy. You can manage or delete cookies based on your preferences. For more information, please see AboutCookies.org. You can clear all cookies saved on your computer, and most web browsers have the ability to block cookie. But if you do this, you will need to change the user settings yourself each time when you visit our website. For more information about how to change your browser settings, please visit: IE Google Firefox Safari

(2) Web beacon and pixel tags

We also use web beacons and pixel tags on our website. For example, an email sent to you by ZTO Express may contain a click URL that links to the content of the ZTO Express website. If you click on the link, ZTO Express will track this click to help us understand your product and service preferences and improve our service level. A web beacon is usually a transparent image that is embedded in a website or email. With the pixel tags in the email, we can get feedback if the email is open. If you don't want send feedback to us, you can unsubscribe from the ZTO Express mailing list at any time.

When you use our website means that you agree to the use cookies, web beacons and pixel labels as described above.

(3) Do Not Track

There are many web browsers have a “Do Not Track” feature may send “Do Not Track” requests to websites. Currently, major Internet standards organizations have not established policies to dictate how websites should respond these requests. But if your browser has Do Not Track enabled, we will respect your choice.


Thirdly, how do we share, transfer and publish your personal data.

(1) Share

1. We will not share your personal information with any company, organization or individual, except in the following cases:

1.1 Sharing with explicit consent: We will share your personal information with others after obtaining your explicit consent.

1.2 We may share your personal information in conditions that comply by laws and regulations or mandatory requirements of the competent government authorities.

1.3 It is necessary to provide for the protection of ZTO or partners, you or other users or the public interest, property or safety from damages, to the extent permitted by laws and regulations.

1.4 We realize the core functions of our services or provide the services as you need only by sharing your information.

1.5 Handling disputes or disputes between you and others for your needs.

1.6 Compliance with the relevant agreements signed with you (including the online signed e-Express service agreement) or other legal documents.

1.7 Based on academic research.

1.8 Based on social public interests in compliance with laws and regulations.

2. Sharing with our affiliates: Your personal information may be shared with ZTO's affiliates company. We only share the necessary personal information and are bound by the purposes stated in this policy. If the affiliate company wants to change the purpose of processing personal information, it will ask for your authorization again.
3. Sharing with Authorized Partners: Certain of our services will be provided by authorized partners for the purposes stated in this policy. We may share some of your personal information with our partners to improve customer service and user experience. For example, when we provide customs clearance services, we may share your personal information with customs clearance service providers to arrange for partners to provide services. We only share the personal information necessary to provide the service, and our partners do not have the right to use the shared personal information for any other purpose.


(2) Transfer

We will not transfer your personal information to any company, organization or individual except in the following cases:

1. Transfer with explicit consent: After obtaining your explicit consent, we will transfer your personal information to other parties.

2. In the case of mergers, acquisitions or bankruptcy liquidation, if it involves the transfer of personal information, we will continue to be bound by this policy when we request new companies and organizations that hold your personal information, otherwise we will ask the company and organization to re- Ask for authorization to do so.

3. Compliance with the relevant agreements signed with you (including the online signed e-Express service agreement) or other legal documents.

4. Provided in accordance with applicable laws and regulations, legal procedures, and mandatory administrative or judicial requirements.

(3) Public disclosure

We will only publicly disclose your personal information in the following circumstances:

1. After obtaining your explicit consent;

2. Disclosure based on law: We may publicly disclose your personal information in the event of legal, legal, litigation or mandatory requirements of the competent government authorities.


Fourthly, how do we protect and save your personal information.


(1) How do we protect your personal information

1. We have obtained the Level 3 certification of the Ministry of Public Security's Grade Protection Assessment.

2. ZTO established an information security management organization and formulated a strict information security management system, including but not limited to security management system, security management organization, personnel security management, system construction management, and system operation and maintenance management. ZTO has adopted strict technical control in physical security, network security, host security, application security and data security. For example, physical security has established a complete computer room management and monitoring system; personnel have signed confidentiality agreements with employees and carried out data. Security and privacy protection training, regular self-assessment of compliance, etc.; In the aspect of network security, secure transmission is ensured by https secure browsing; Data security uses encryption technology to ensure data storage encryption, desensitization and anonymization of sensitive information content display; Application security deploys two-factor authentication access control mechanisms, automated code inspection, log auditing, etc. in system access. ZTO strives to protect your personal information from unauthorized access, use, disclosure, modification, damage or loss and other forms of illegal processing with sound security measures.

3. We regularly organize safety emergency dry run to prevent security incidents. We have established a network security police office in cooperation with relevant government departments. If the data security acquired and stored by ZTO is compromised, or the external information (such as hacking) causes the user's non-public information to be disclosed to irrelevant or third-party. Although there are other exemptions in this policy, ZTO will also initiate emergency plans, emergency response teams, initiate processes, conduct internal investigations, report to the authorities in a timely manner, notify the regulatory authorities, and cooperate with the supervision departments to reduce the impact of accidents on users.

At the same time, the relevant users will be informed by means of push notifications, emails, announcements, etc., as appropriate, to inform them of the information disclosed and the extent to which ZTO Express knows about the situation.

(2) Period of save personal information

1. In order to meet customer’s needs, your label information will be kept for three months in the ZTO Express system. You can use the sender, recipient mobile phone number or single number indicated on the face sheet in ZTO Express. The official website queries the express tracking information. After the deadline is met, we will delete your label information in the ZTO Express front-end system to keep it Unable to query.

2. Your personal information will be kept for a longer period in the ZTO Express back-office system. The specific time limit is determined according to the type of personal information, legal and regulatory requirements and the purpose of meeting the requirements of this policy.

3. If we terminate the service or operation, we will notify you in advance and delete or anonymize your personal information after termination of service or operation.


Fifthly, your rights

According to China's relevant laws, regulations, standards, and other countries and regions, we guarantee that you have following rights to your personal information:

(1) Access to your personal information

1. You have the right to access your personal information, except as provided by laws and regulations. If you want to exercise data access, you can access it yourself by:

1.1 Account Information--If you wish to access or edit the personal information in your account, you can use your account and password in ZTO system to log in to website, APP, WeChat, etc. to check your personal information provided to ZTO when you register.

1.2 Shipment record--You can use your account and password in ZTO system to log in to ZTO related website, APP, WeChat public number, etc. to view your information.

1.3 Shipping and receiving information--You can use your account and password in ZTO system to log in to your registered ZTO related websites, APP, WeChat public number, etc., to create, modify, delete your shipping address and common recipient address (some channels do not support this feature).

2. If you need to access other personal information that its generate during the use of our products and / or services, you can contact us, we will respond to your request in the manner and time specified in this policy.

(2) Change your personal information

When you find that your personal information is wrong, you have the right to ask us to make corrections. You may correct your personal information by listing it in (a) Accessing Your Personal Information. If you need to correct other personal information that you may have during the use of our products or services, such as modifying the delivery address and contact number, you can contact our customer service.

(3) Delete your personal information

1. In the following situations, you can ask us to delete your personal information:

1.1 If we deal with personal information in violation of laws and regulations;

1.2 If we deal with personal information in violation of your agreement;

1.3 If you no longer use our products and / or services, or you cancel your account;

1.4 If we no longer provide products or services for you.

2. When you delete information from our service, we may not delete the corresponding information in the backup system immediately, but will delete the information when the backup is updated.

(4) Change the scope of your authorization

1. Each order requires some basic personal information to be completed (see “Part 1”). You may give or withdraw your authorization consent at any time for the collection and use of additional personal information collected.

You can set privacy settings on your device, set or turn off related permissions on your device by deleting information, turning off device features, on the ZTO website, App, WeChat public account, etc. (see 'Part 1' - '(2) Additional Services' The ability to collect and use your personal information' )changes your authorization to continue to collect personal information or to withdraw your authorization. You can also withdraw all authorizations to continue collecting your personal information by canceling your account.

2. When you withdraw your consent, we will not process the corresponding personal information. However, your decision to withdraw your consent will not affect the personal information processing that was previously performed based on your authorization.

3. If you do not want to accept commercials that we send to you, you can cancel it at any time by:

Whatever the reason of you refuse to receive relevant information, according to the unsubscribe prompt in the message (such as 'Reply TD Unsubscribe') you reply it to cancel subscribe when you receive the marketing information, ZTO will respect your request.

(5) Respond your request.

1. For security reasons, you may be required to provide a written request or otherwise prove your identity. We may ask you to verify your identity before processing your request. We will respond within thirty days.

2. For your reasonable request, we will not charge in principle, but we will charge a certain fee for the repeated requests that exceed the reasonable limit. For those who are unreasonably repetitive, need too much technical means (for example, need to develop new systems or fundamentally change existing practices), pose risks to the legal rights of others, or are very impractical (for example, involving information stored on backup tapes) request, we may refuse. In the following situations, we will not be able to respond to your request as required by law or regulation:

2.1 Related to national security and national defense security directly;

2.2 Related to public safety, public health, and major public interests directly;

2.3 Related to criminal investigation, prosecution, trial and judgment execution directly;

2.4 There is sufficient evidence that you have subjective malice or abuse of rights;

2.5 Responding to your request will result in serious damage to the legitimate rights and interests of you or other individuals, organizations;

2.6 Involving trade secrets.


Sixthly, protection of minors' information

1. It is important for ZTO to the protection of personal information of minors. If you are a minor under the age of 18, you should obtain prior written consent from your parent or legal guardian before using our products and / or services. ZTO protects the personal information of minors in accordance with the relevant laws and regulations.

2. For the collection of personal information of a minor with the consent of a parent or legal guardian, we will only use or publicly disclose this information if it is permitted by law, with the explicit consent of the parent or guardian or the protection of the minor.

3. If we find that we have collected personal information about a minor without the prior consent of a verifiable parent or legal guardian, we will try to delete the data as soon as possible.



Seventhly, how does your personal information transfer globally?

1. Personal information collected and generated during our operations in the People's Republic of China is stored in China. If you choose ZTO International & Taiwan, Hong Kong and Macau business, you need to know that your personal information will be transferred to another countries/region. ZTO International adopts the partner agency model. We use the system docking method to transmit the international order information to the affiliates and partners of the countries/regions outside the original collection country/region.

2. Such countries/regions may have different data protection laws or there may also be no relevant laws. In such cases, we will ensure that your personal information is adequately protected in the original collection country.


Eighthly, notice and revision

1.In order to provide better service and with the development of ZTO business, this privacy policy will also be updated. However, without your explicit consent, we will not reduce your rights under this policy. We will update it on the ZTO website and try to remind you of the relevant content by appropriate means before it takes effect. Please also visit ZTO to keep up to date with the latest privacy policy.

2. For major changes, we will also provide more noticeable notices (we will explain the specific changes to the privacy policy by including, but not limited to, emails, text messages, or special tips on the page). Significant changes referred to in this policy include but are not limited to:

2.1 Significant changes have taken place in our service model. Such as the purpose of processing personal information, the type of personal information processed, the way in which personal information is used, etc.;

2.2 We have undergone major changes in the ownership structure and organizational structure. Such as changes in the owner caused by business adjustments, bankruptcy mergers, etc.;

2.3 The main object of personal information sharing, transfer or public disclosure changes;

2.4 Significant changes in your rights to participate in the processing of personal information and how it is exercised;

2.5 When we are responsible for handling changes in the personal information security department, contact methods and complaint channels;

2.6 When the personal information security impact assessment report indicates that there is a high risk.

3. We will also archive the old version of this policy for your review.


Ninthly, how to contact us

1. If you have any questions, comments or suggestions about this Privacy Policy or your personal information, please contact us by visiting ZTO Online Customer Service System or by calling our official customer service hotline: 95311.

2. In general, we will respond within thirty days. If you are not satisfied with our response, especially you feel that our personal information handling behavior may damages your legal rights, you can also make complaints or reports to the regulatory authorities such as Internet, telecommunications, public security and so on.


Note: This Privacy Policy is updated on December 24, 2018 and will take effect from January 1, 2019.