Tracking support
Status guide
Read the timeline before you call
Most questions we receive are answered by the entry already on the tracking page.
What it means
We have the shipment details and the waybill exists, but the package has not been collected yet.
What to do
Nothing yet. The next scan happens when a courier collects the shipment.
What it means
A courier has collected the package and scanned it into the network.
What to do
Nothing. The shipment is now moving toward the gateway.
What it means
The shipment has left the origin facility and is on linehaul. On international routes this is normally the longest gap between scans.
What to do
Expect quiet here. Get in touch if it stays in transit noticeably longer than the transit time shown on your tracking page.
What it means
The shipment has arrived in the destination country and been scanned at a local facility. Customs processing happens around this point.
What to do
If it sits here for several days, a customs query is the most likely cause. Contact us and we will check.
What it means
The package is loaded on a delivery vehicle for delivery that day.
What to do
Make sure someone can receive it, or arrange for it to be left safely.
What it means
The shipment has been delivered and the delivery scan recorded.
What to do
If you did not receive it, contact us the same day with the tracking number so we can trace the delivery scan.
What it means
A courier tried to deliver and could not complete the delivery.
What to do
Check the timeline entry for the reason. Contact us to arrange a redelivery or a different address.
What it means
The shipment is running behind its original estimate. The estimate on your tracking page is updated when we know the new one.
What to do
Contact us if the delay affects a deadline so we can look at options.
What it means
Something needs resolving before the shipment can continue, such as an incomplete address, a customs query or a packaging problem.
What to do
Read the reason on the timeline. Most exceptions need an answer from the sender or recipient, so contact us promptly.
What it means
The shipment is on its way back to the sender, usually after repeated failed deliveries or a customs refusal.
What to do
Contact us if you want to arrange a new delivery attempt instead of a return.
What it means
The shipment was cancelled and will not be delivered.
What to do
Contact us if this is unexpected.
11 of the 12 statuses in our system are customer facing. The remaining one, shipment created, exists only before a waybill is issued and is not shown on a public tracking page.
Contacting us
What to include so we can help on the first reply
Your tracking number. Without it we cannot look at the shipment, and we will have to ask.
What you are seeing. The status on the page and the date of the last scan tells us where to start.
What you need to happen. A redelivery, a new address, a customs answer or simply a realistic date are all different conversations.
Any deadline. If the shipment has to arrive by a particular date, say so in the first message rather than the third.