How shipment tracking works

This guide explains how to understand your shipment tracking page and what each status you’ll see means.

The progress bar

When you check a shipment on the tracking page, you’ll see a progress bar with five main stages:

●━━━━━●━━━━━●━━━━━●━━━━━●
Received  Picked Up  In Transit  Out for Delivery  Delivered

Your shipment moves through these stages in order. Green circles show the stages your shipment has already completed; the blue circle is the current stage; gray ones are the ones still to come.

What does each stage mean?

📋 Received

Your order was created in the system and is being prepared. The next steps would be assigning a courier and scheduling pickup.

📦 Picked Up

The courier came by and picked up the package. From this point on, the package starts its journey to the destination.

🏢 In Transit

The package is traveling between distribution centers. If your shipment is domestic or international, this can take from hours to several days depending on the distance.

🚚 Out for Delivery

The last-mile courier has left with your package and will deliver it today.

✅ Delivered

The package arrived at its destination! If it was delivered to a pickup point (locker or parcel shop), you’ll also see the code you need to pick it up.

Special statuses you might see

Sometimes your shipment can go through situations that aren’t part of the standard journey. Here are the most common ones and what they mean:

🛃 Held at customs

When a shipment crosses borders (international shipments), it goes through customs control. If customs needs to review additional documentation, your shipment is temporarily held. Don’t worry: the system will keep following the process and we’ll let you know when it’s released.

⏸️ On hold

Sometimes the shipment needs a brief pause for operational reasons (e.g., waiting for a quality protocol or internal check to finish). It doesn’t last long.

⚠️ Incident

Something unexpected happened along the route (e.g., extreme weather, a road closure, a security issue). The team is aware and working to resolve it.

🔁 Not delivered / Failed attempt

The courier tried to deliver but couldn’t. The most common reasons:

• No one was at the address
• The address we have doesn’t match the real one
• The customer refused the package

If this happens, you’ll see an attempt number in the history (Attempt 1, Attempt 2, etc.) and the date of the next scheduled attempt. Most shipments are delivered on the second or third attempt.

📦 Delivered to pickup point

Your package was left at a locker or parcel shop near your home. In the history you’ll see:

• Pickup code (e.g., A8X-2K7-9PL): you’ll be asked for it when you go pick it up
• Expiration date: you have until this date to pick it up, after that it goes back to the sender

↩️ Returned to sender

After several unsuccessful attempts, or if you refused the package, it goes back to whoever sent it. This is final.

💥 Damaged

We detected damage to your package during transit. If this happens, we’ll contact you. The insurance claim is activated automatically.

❓ Lost

In very rare cases (a security incident, theft in transit), the package can’t be recovered. The claim is processed through insurance.

❌ Cancelled

The shipment was cancelled. You’ll see two variants depending on the timing:

• Cancelled before pickup: the package never left, no charge
• Cancelled after pickup: it was already en route when cancelled, a minimum fee may apply

The detailed history

Below the progress bar you’ll see the shipment’s full history, grouped by day (Today, Yesterday, Monday Apr 27, etc.).

Each history update shows:

• The exact time it happened
• Who logged the update (courier, system, or office staff)
• Additional details depending on the event type:
  • Photo of the delivered package or of a failed attempt
  • Signature of who received it
  • Reason for a failed attempt
  • GPS location where the update happened
  • Next scheduled attempt (if there was a failure)
  • Pickup code (if it went to a locker)

History filters

At the top of the history you can filter what you see:

• All: shows absolutely every update on the shipment.
• Main changes: only the important milestones (pickup, out for delivery, delivery). Useful if you want a quick summary.
• Notes and alerts: operational notes that don’t change the status but are informative (customer contacted, address updated, claims).

Frequently Asked Questions

Why has my shipment been “Held at customs” for several days?

Customs reviews can take between 2 and 7 days depending on the country and type of merchandise. On the page you’ll see the reason (e.g., “incomplete documentation”) and, if you need to send something, we’ll ask you for it.

What happens if no one is home when the courier arrives?

The courier logs a “Failed attempt” with the reason “Customer absent” and we’ll notify you by email/WhatsApp. We automatically reschedule for the next day. Most shipments are delivered on the second attempt.

How long does a locker pickup code last?

Most pickup points give you between 5 and 7 days to pick up the package. The exact expiration date shows up in the history. If you don’t pick it up in time, the package goes back to the sender.

The system says “Delivered” but I didn’t receive it

Check whether it was delivered to a pickup point or to a family member or building staff. In the history you’ll see the name of whoever signed for it. If you confirm it wasn’t you or anyone authorized, contact the sender’s customer service immediately.

Why doesn’t my shipment show every stage?

Not every shipment goes through every stage. For example, a local express courier shipment might skip “distribution center” because it goes directly from sender to recipient.

What do I do if I see “Damaged in transit”?

If your shipment arrives marked as damaged, you have two options:

1. Accept the package and check the contents. If it’s fine, the case is closed. If there’s damage, we’ll notify you to process the claim.
2. Refuse the package upon receiving it. It’s returned to the sender and the claim is processed automatically.

Need help?

If your situation isn’t covered in this guide, contact the customer service of the company shipping your package. Their contact information appears at the bottom of the tracking page, after the history.