1. Where is my parcel? I ordered it more than a month ago.

To help you understand the delivery time of your package you will find the time needed for each of the steps that your package will go through:

Day 1-2: Acceptance of delivery.

Day 2-3: Delivery of the package to the export office

Day 2-4: Settlement of the administrative procedures related to the export and sending of the parcel.

Once your parcel has left the export office in its country of origin, no information will be updated until your parcel reaches the import office in the country of the delivery address.

Day 4-10: Arrival at the import office in the country of the delivery address.

Day 10-15: Settlement of administrative procedures related to the import of a package.

Day 15-30: The package is picked up by a national carrier and delivered to you.

Day 60: In the event of a failed delivery, the package may be returned to the sender where the package is considered to be missing at that time.

Once your parcel has arrived in its country of destination, you can contact your national carrier for more information about the delivery of your shipment.

2. What is the exact location of my parcel?

Generally international carriers do not communicate any guaranteed or expected arrival date, they only communicate an estimated time. It is therefore possible that the delivery time of your parcel may exceed the estimate given by the supplier. This may be due to the different customs procedures put in place by the different countries through which your parcel will pass.

Your package is scanned at several locations during transport, so between these points we will not be able to give you precise information about the exact location of your package. With each new piece of information available from the carrier, we update the tracking information of your package.

The precise location of your package will therefore not always be able to be communicated to you. You may have to wait a few hours or days for your package to be scanned at a new customs point so that we can pass on the information to you.

3. The status of my shipment is "not found", what can I do?

"Not found" means that we do not have any information about this tracking number. We advise you to check your tracking number or contact the sender to check it (if you don't know your tracking number you can contact the seller).

If your tracking number is correct we advise you to wait 1 or 2 days after sending your parcel to get the tracking information.

4. I have not received my package, can I request a refund?

If you wish to obtain a refund following the non-receipt of your package, we advise you to submit your request to the seller.

Parcelocate.com only provides a parcel tracking service, so we have no relationship with the seller. We only provide you with the information transmitted by the transport companies.


5. How can I change my delivery address?

If your package has already been dispatched, it is impossible to change the delivery address assigned to it. The only solution is to wait until your package arrives in your country and request a change of address from your local carrier. As each carrier is different, we advise you to go to the carrier's official website for more information about the possibility of changing the delivery address.


6. My parcel is stuck somewhere, can you give me more information?

We fully understand that you may wish to receive real-time tracking information about your package. However, it is impossible to obtain a guaranteed arrival date for international shipments.

If the tracking information of your package has not been updated for a long time, it means that your package is still on its way to its destination country or that the carrier has not updated the tracking information of your package. It is also possible that the shipping method you have chosen does not have all the tracking information, in which case we advise you to contact the sender of your package directly.

If the sender has all the tracking information, they can also contact their local carrier to obtain more information about the location of your package.

7. Which carriers can I track?

Our aim is to expand the number of carriers from which we obtain delivery information. You can now track more than a hundred carriers on Parcelocate.com. If you want to send us the name of a carrier you would like to be able to track, you can go to our contact page to send your request to our teams.


8. Why can't the Cainiao (Aliexpress) delivery method be tracked?

AliExpress shipping information is provided by "Cainiao" using a different system than the one used by our team. Cainiao creates its own shipping numbers; however, we can only track the original tracking numbers of the official carrier.

Moreover, the carrier will not be able to identify the tracking numbers provided by Cainiao, so we will only be able to track your package if you obtain an original tracking number.


9. Why does Parcelocate.com appear on my account statement?

If you see Parcelocate.com appearing on your account statement, it is because you have subscribed to the services of Parcelocate.com. Your Parcelocate.com subscription can be cancelled at any time.


10. How do I cancel my Parcelocate.com subscription?

Your Parcelocate.com.com subscription is non-binding and can be cancelled at any time. To cancel your Parcelocate.com.com subscription, simply go to our Cancellation Page and enter the email address with which you purchased your Parcelocate.com.com subscription. Your Parcelocate.com.com subscription will then be automatically terminated.


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