EMS

Introduction

EMS is an international express mail service that integrates postal services from various countries. It comes with a tracking number that allows you to check the progress online, claiming to be the fastest mail service available, albeit at a significantly higher price.

My first experience sending an EMS package was fantastic; the online tracking was timely, and it arrived in Japan in just two days. This time, my company was sending me a Certificate of Eligibility via EMS, and I expected it to arrive in about 2 to 3 days. However, tragedy struck.

Today marks the eighth day, and the tracking status is still stuck here.

Whether it's Japan Post or Chunghwa Post, the progress is the same. The Certificate of Eligibility inside is crucial; without this document, I can't change my visa, so you can imagine its importance.

I have no idea what went wrong; even if it was stuck in customs, it should have shown a "clearing" status. But since I'm facing this situation, I have no choice but to look for solutions.

After searching online, it seems I haven't come across any articles about lost Certificate of Eligibility documents during the shipping process (none in Chinese, but a few in Japanese that I'll introduce shortly).

I've exhausted all possible means, and here’s what I found:

Checking Standard Processing Time

Typically, shipping time from Japan to Taiwan is about 2 to 3 days, not including customs inspection time.

Browsing Ptt Posts

There are many posts on Ptt regarding EMS delays. Some have experienced delays of two weeks, while others have faced delays of several months. Most cases are delays, with very few instances of loss.

Checking Progress on Both the Sending and Receiving Countries' Websites

Sometimes the progress on both sides won’t sync up, so it’s advisable to check both.

Calling the Import Division for Inquiry

02-2703-7527

This phone number is quite effective; the staff is friendly and just requires your tracking number. However, the information I received was similar to what was on the website: "not yet imported to Taiwan."

Inquiring at the Post Office in the Sending Country

Later, I had a colleague check with the post office in Japan. The response from Japan Post was that the package had been exported, but it might be under customs inspection, or the staff might have forgotten to scan the barcode.

Filling Out an Inquiry Form (CN08)

If you find that a package has exceeded the standard processing time without arrival, you can fill out an inquiry form and fax it, or go directly to the original post office. However, since only the sender can fill it out, I emailed my company to request their assistance in investigating.

Sending an Inquiry Email

p-imp@mail.post.gov.tw

I sent an email to the Taipei Mail Processing Center's general package division, and their response was quick, which provided a different perspective:

• Yesterday was the last day the package was supposed to be imported, but it has not yet arrived in Taiwan. This unit will issue a verification today, notifying Japan Post that the package is overdue.

The next day, I sent another inquiry email, and the response was even more alarming:

• The total package number 1139 has not yet been imported. This unit has contacted the postal center and the airline to verify, confirming that this batch of mail has not been received. We have issued a verification to Japan Post, informing them that we have not received this batch of mail. Currently, our company is investigating this with Japan Post; please wait for the investigation results.

It turns out the entire batch hasn’t been imported! My goodness. After reading various articles online, the reasons mostly include customs inspections, misrouted flights, or intended air shipments being sent by sea. But honestly, guessing will only heighten my anxiety; I can only wait for the results.

Chunghwa Post's Convenient Service Area

https://www.post.gov.tw/post/internet/Customer_service/index.jsp?ID=1603

To better track the investigation, I used the convenient service area form to report my situation, and I received a quick response. I hope for a resolution soon.

Just in case, I need to consider the worst-case scenario. The Certificate of Eligibility has only a three-month validity period, and if it doesn't arrive during this time, it will become invalid. If it is lost, I cannot apply for a reissue; I must reapply entirely.

Yes, that means going through the entire process again.

While it's frustrating to have to redo the process due to this unfortunate situation, that’s the current regulation. However, I can use the documents I submitted last time for the new application, which should expedite the process a bit (though I'm not entirely certain about this).

Additionally, the company mentioned that if the Certificate of Eligibility is suddenly found during the reapplication period, it cannot be used.

There are no related articles in Taiwan on this matter, so I found a few Japanese articles for reference.

Kansai Airport Flooded, Some Mail Was Destroyed

The author of this shared experience recounted how their Certificate of Eligibility was possibly destroyed during a flood at Kansai Airport last year. Although the author inquired through all possible channels, they were unable to locate it and subsequently applied for a reissue. About ten days later, they received a new Certificate of Eligibility.

Although it was a loss caused by natural disaster, they still had to submit a new application. The author mentioned that when applying, they could also provide a reason letter to expedite the process as much as possible.

The remaining articles are Q&A from administrative offices, generally stating that if lost, one can only reapply, but the documentation can use previous data. If you want to search for similar articles, you can look up "在留資格証明書　紛失" and find quite a few.

Reapplying for the Certificate of Eligibility

Conclusion

If such unfortunate events happen to you, I hope this article can provide some help. I keep thinking that this system is quite terrifying; no one knows if the documents can be safely delivered, and we can't just fly to Japan or directly handle a reissue. It would be great if we could have online approval and directly process it through the exchange association.

Postscript

This letter ended up being sent to Ho Chi Minh City due to being put on the wrong flight and then flew from there to Taiwan, which caused the long delay. Thankfully, I finally received it successfully. Praise be!