Questions, answered

It's printed on your receipt and included in the email we send when your shipment is booked. Current numbers start with PX and are 12 characters long, for example PX7K4M9Q2TZ8. Shipments booked on our older system may have a 10-character number — those still work.

Usually a typo. Our PX numbers never use the letters I or O or the digits 0 and 1, so if you see something that looks like one of those, it's the other character. Paste the number rather than typing it if you can.

If the shipment was booked moments ago, try again shortly. Still nothing? Send us the number and we'll check it by hand.

Every time your shipment is scanned: at pickup, at each facility, on departure and arrival, at customs, when it goes out for delivery and when it's handed over. On long flights or sea crossings there can be a gap between scans — that's the shipment travelling, not standing still.

• Processing — we have the booking and are preparing collection.
• Picked up — the parcel is with us.
• At sorting facility — being sorted and loaded for the next leg.
• In transit — travelling between locations.
• Customs clearance — being checked by customs in the destination country.
• On hold — paused until something is resolved; contact us.
• Out for delivery — on the final vehicle to the address.
• Delivered — handed over, with the time and place recorded.

Contact us with your tracking number and we'll tell you exactly what's needed. Common reasons are missing paperwork, an incomplete address or duties that haven't been paid.

Protect yourself: we only take payment through the methods printed on your official receipt. If a message asks you to pay in gift cards or cryptocurrency, or to send money to a personal account, it isn't from us — please report it.

Air freight for anything urgent, valuable or light. Ocean freight for heavy or bulky cargo where cost matters more than speed. Road freight for door-to-door and regional deliveries. Not sure? Tell us what you're sending and we'll recommend the best fit — including the cheaper option.

We don't accept weapons, explosives, illegal drugs, cash or negotiable instruments, or hazardous goods without the correct declarations. Perishables and live items need to be arranged in advance. The destination country's import rules also apply, so ask us if you're unsure.

Usually, yes — as long as the shipment isn't already out for delivery. Contact us with the tracking number and the new address. A change to a different city or country may affect the price and delivery date.

The driver will try to contact the receiver using the phone number on the booking. If delivery can't be completed, we'll arrange a new attempt or a collection point. Adding a phone number when you book makes this much smoother.

Normally the receiver, unless the sender has agreed to cover them. When we collect duties on your behalf, they're shown as a separate line on your receipt so you can see exactly what was paid and why.

At minimum a clear description of the contents, their value and a commercial invoice for goods being sold. Some items need extra permits. We'll tell you what applies to your shipment and help you fill it in correctly — errors here are the most common cause of delays.

Yes. Every payment gets a receipt with its own unique receipt number, your tracking number and every charge listed line by line — shipping, insurance, customs, handling, discounts and tax. Ask us any time for a copy by email.

Insurance is available on request and appears as its own line on your receipt when included. We recommend it for anything valuable or hard to replace. Tell us the value of the goods when you book.

Take photos of the parcel and its contents, keep all the packaging, and contact us with your tracking number as soon as possible. Claims must be made within the time stated in the terms on your receipt.

Use the contact form, email or phone — details are at the bottom of every page. Include your tracking number and we can answer straight away.