Frequently Asked Questions

Enter your tracking number on the Track Parcel page to see its current status and complete checkpoint history.

Your tracking number appears in the shipping confirmation email sent when the order was created, and on the parcel's shipping label.

Statuses reflect where the parcel sits in our network: Order Created, Parcel Collected, Processing, In Transit, Regional Distribution Center, Local Facility, Out for Delivery, and Delivered.

Parcels are scanned at each facility, so status updates can lag while a parcel is between checkpoints. If there's no update after 48 hours, contact support.

Yes — search each tracking number separately on the Track Parcel page to view its individual status.

Tracking reflects scans recorded as the parcel physically moves through our network, so updates typically appear a short time after each checkpoint.

Wrap the item individually, use a rigid double-wall box, and add at least 5cm of cushioning on every side so nothing shifts in transit.

Flammable liquids, unprotected lithium batteries, perishable food without insulation, and any item restricted by law cannot be shipped through our network.

Our Shipping Guide lists recommended materials, though packaging is typically arranged by the sender before drop-off or pickup.

Standard parcels are generally accepted up to typical courier weight and dimension limits; oversized freight should use our Bulk Freight service.

Attach the label flat on the largest surface of the box and remove or cover any previous shipping labels to avoid scan errors.

Estimates reflect typical transit times for each service level and route, though weather, peak season volume, or remote addresses can occasionally shift them.

Most parcels are held at the local facility and redelivered the next business day, or made available for pickup at that facility.

Address changes are easiest before the parcel reaches the local facility. Contact support as soon as possible to request a correction.

Saturday delivery is available in most metro areas; Sunday delivery is limited to select routes and service levels.

Yes, unless signature-required delivery specifies otherwise. Any adult present at the delivery address can typically accept a parcel.

An incomplete address may pause a parcel at the local facility until the recipient or sender confirms the missing details.

Parcel protection is optional coverage that reimburses the declared value of a shipment that is lost or damaged while in transit.

Submit a claim through the Help Center with your tracking number and, for damaged items, photos showing the packaging and contents.

Most protection claims are reviewed and resolved within five business days of submission.

Parcel protection is an optional add-on selected at the time of shipping rather than a default inclusion on every parcel.

No — tracking is available to anyone with a valid tracking number, without needing to sign in.

Visit the Contact page for email and phone support, available Monday through Saturday, 8am to 8pm local time.

Yes — rural addresses are served through local partner networks, which typically adds one extra day to standard estimates.