FREQUENTLY ASKED QUESTIONS
In general, your sender, the merchant or online shop is able to provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation email or shipment notification often contains the tracking number or ID.
If not, please contact your sender, merchant or online shop.
Please note that not all shipments have tracking numbers/IDs.
For most shipments, we provide only milestone tracking, which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.
Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your sender, merchant or online shop. The sender as our contract partner can start an investigation for lost items.
Please also note that some shipments only have limited tracking events in the country of origin and no tracking events in the destination country.
In case your tracking ID is not working, please contact your merchant or online shop. Please note that it can take up to 48 hours after receiving your confirmation, before tracking events become available.
Please fill out the form below and we will be in touch with you as soon as possible.
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Please note that we can only handle requests in English and French.
You can also contact our Customer Service under
+ 49 228 92 95 95 95 (English and French speaking only)