Our Customer Service team will answer any questions you may have about tracking your parcel. They can also explain any tracking statuses you’re unsure of. You can contact them here. To try and save you some time, below are a few questions we’re often asked about tracking packages. You might find a quick answer.
Why isn’t my package showing up when I type in my shipment number?It can take up to an hour for a shipment to appear in our system. Give it a bit of time then try tracking your parcel again. Shipments stay in our system for approximately 90 days.
Why does my shipment number bring up shipments that aren’t mine?We handle over two million shipments a month. That means the eight-digit numbers used to track parcels get reused every three or four weeks. Your number might bring up a selection of shipments – one of them will be yours. Don’t worry: all personal information is hidden.
Track & Trace tells me I’ve missed my delivery. Can I rearrange it?Of course. If the driver left a ‘We Missed You’ card, you or your customer can use it to arrange another delivery. No card? Just get in touch. You’ll need your shipment number and the delivery address to hand. Please note: shipments can only be redelivered between Monday and Friday.