Answers to the questions we are actually asked

It is 14 characters: ST, then ten characters, then the two letter code of the destination country. On your confirmation it is printed in groups, like STX9 8475 6532 US. You can type it with or without the spaces, in upper or lower case, and our search will find it either way.

Two common causes. First, the shipment may have been created but not yet scanned into the network, which usually resolves within a few hours of collection. Second, one character may have been mistyped. Our search already corrects the usual confusions between the letter O and zero, and between I, L and one, so check the remaining characters against your confirmation before assuming the number is wrong.

A shipment on international linehaul can legitimately go quiet between the departure scan and the arrival scan in the destination country, because there is no handover to record in between. A gap longer than the transit time shown on your tracking page is worth asking about. Contact support with your tracking number and we will look at the operational record behind it.

No, and we are deliberate about that. What you see is the last place the package was scanned, with a timestamp. The route map draws a line between origin and destination and places a marker according to how far through its milestones the shipment is. That marker is a progress summary, not a vehicle position. We would rather show you a scan you can rely on than a moving dot that is guesswork.

Yes. Use the copy tracking link button on the tracking page. Anyone with that link can see the shipment, so treat it the way you would treat the tracking number itself. We do not allow search engines to index individual tracking pages.

It is our operations team’s best estimate given the service level and the route, and it is set when the shipment is booked. It is an estimate rather than a guarantee. If it changes, the reason appears on your tracking timeline rather than the date silently moving.

The courier records a delivery attempt, which appears on your tracking page, and the shipment returns to the local facility for another attempt. After repeated unsuccessful attempts the shipment is held and, if it still cannot be delivered, returned to the sender. The exact number of attempts depends on the destination.

Sometimes, and it depends how far the shipment has travelled. An address change before export is usually straightforward. After a shipment has cleared into the destination country, changes are limited by what the destination operation allows. Contact support with the tracking number as early as you can.

Duties and taxes assessed by the destination country are payable by the party named as responsible at booking, which is usually the recipient. These are set by the destination authority, not by SwiftTrack, and they are separate from what you pay us to carry the shipment.

An exception means something needs resolving before the shipment can continue. Common causes are an incomplete address, a customs query about the declared contents, or a package that needs repacking. The timeline entry states the reason, and the shipment is assigned to an operator rather than sitting in a queue.

Tell us as soon as you can, and keep the packaging. Photographs of the outer packaging, the inner packaging and the contents make a claim considerably easier to resolve. Claim time limits and liability caps are set out in our Terms of Service.

Contact us with the tracking number and what went wrong. A complaint goes to an operator rather than an automated queue, and you will get a named reply. If you are not satisfied with the outcome, say so in the same thread and it will be escalated.

Anyone holding the tracking number can see the tracking page, which includes the sender and recipient details shown on the waybill. Phone numbers, email addresses and internal operational notes are never published. Full details are in our Privacy Policy.

No. Tracking is open to anyone with the number. The sign in link in our header is for SwiftTrack operations staff, not for customers. Customer accounts are something we plan to add, and we will announce it when it is real rather than putting a placeholder here.

You can ask, and we will do what the law and our record keeping obligations allow. Shipment records tied to completed deliveries are retained for a defined period for customs, tax and dispute purposes. Write to privacy@swifttrack.example and we will explain what can be removed and what cannot.