Tracking FAQs
It’s the unique code that identifies your package. You’ll find it on your receipt, in your confirmation email/SMS/WhatsApp, or in your online account under “My Packages.” Some shippers call it a “waybill” or “reference.”
After the first physical scan at origin. Pre-alerted packages may show limited info until they’re received and scanned. Allow some time (often 12–24 hours, longer on weekends/holidays or across borders).
Yes for our system—enter either one. It’s okay if you include dashes or use lowercase; we’ll match it.
- RECEIVED_AT_ORIGIN — We’ve accepted the package at the origin facility.
- PREPARING_FOR_SHIPMENT — Being labeled/packed and queued to move.
- IN_TRANSIT_TO_OFFICE — On the way to the destination office/branch.
- PROCESSING / PROCESSING_AT_CUSTOMS — Under internal handling or customs inspection.
- READY_FOR_PICKUP — Available at the branch; please bring ID.
- DELIVERED — Collected or delivered.
- DELAYED — Running behind (weather, volume, routing, or clearance).
- DISPOSED / MISSING / SOLD — Special resolution states; contact support if unclear.
International hand-offs, airline schedules, consolidation, customs processing, or weather can create gaps. We post scans at milestones, not at every internal movement.
Check for typos, try both tracking number and waybill, and confirm with the sender. If it’s a pre-alert, it will appear after the first scan. If still missing, contact support with your name, mailbox, and merchant/shipper info.
A compliance or documentation review (e.g., invoice, ID, HS code, restricted item check). See any message shown with the status; we’ll contact you if we need more details.
A valid photo ID and your tracking number/waybill. If someone else is collecting, they’ll need your written authorization and a copy/photo of your ID.
At key milestones (arrival, in-transit, customs, ready, delivered). Domestic legs usually update more frequently than international segments. If you’ve opted in, we’ll also send email/WhatsApp alerts.
Often, yes—contact the branch as early as possible. Rerouting may add time or fees and isn’t always possible once the package is “Ready for Pickup.”
If customs assesses duties/taxes, we’ll notify you with payment details. Storage fees may apply after the grace period if a package isn’t collected; see your rate group terms.
It varies by shipment type and authority workload. Most clear within a few business days, but complex reviews can take longer. We’ll update the status as soon as clearance completes.
Yes. Pre-alerts exist before physical receipt; full tracking begins after the first scan at our facility.
Log in and confirm your email/phone in Profile. Ensure your notification preferences (email/WhatsApp) are enabled.
Timestamps are shown in local time after we process them. If something looks off (e.g., a future time), refresh later; occasional sync delays can occur.
Contact support and include your tracking number/waybill, name, and mailbox. For customs or flagged items, have your invoice/ID ready to speed things up.