FAQ
Questions we are asked most often.
If your question is not answered here, contact our support team with your shipment reference and we will respond directly.
Shipments and pickups
- How do I book a shipment?
- Submit a shipment or pickup request with the collection and delivery details. Our team reviews it, confirms whether the service is available and tells you what happens next before anything is collected.
- Can you collect from my address?
- Pickup eligibility depends on the collection location, the shipment type and service availability on that route. Submit a request or call us and we will confirm.
- What can I not ship?
- Some goods cannot be accepted and others require additional documentation or handling. Describe the contents in your request and we will confirm whether the shipment can be carried.
Tracking and status
- Where do I find my shipment reference?
- The reference is issued when a shipment is accepted and appears on your pickup confirmation and on notifications sent to the contact details on the shipment.
- Why has my status not changed?
- A status reflects the most recent recorded event. Between events the status stays the same even though the shipment may still be moving. If it has been longer than expected, contact support with your reference.
- Can I get notifications?
- Notifications about status changes can be sent to the contact details supplied with the shipment. Tell us at request time which contact should receive them.
Delivery
- How long will delivery take?
- Timeframes depend on the route, the service selected and conditions outside our control. Any timeframe that applies is confirmed by our team for your specific shipment.
- What happens if nobody is available?
- The shipment is held and the contact on the shipment is notified. A further attempt or an alternative arrangement is organised through support.
- Can I change the delivery address?
- Address changes must be requested through support and can only be applied while the shipment is at a stage where the change can still be made.
Support and accounts
- How do I reach support?
- Call +1 (509) 714-2397 or use the contact form. Quote your shipment reference so we can look at the right record.
- Do I need an account to ship?
- An account is not required to submit a request. Customer accounts are for businesses and regular senders who want their shipment records in one place.
- What are your support hours?
- Our support team is available 24 hours a day, 7 days a week.
Still need help?
Our support team can review any shipment record using its reference.