Frequently Asked Questions

The teams at have created this FAQ to help you quickly find an answer to your questions. If despite this FAQ you do not find the answer you are looking for you can go to our contact page to contact our teams.

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

To help you understand the delivery time of your package here are the delivery times for packages ordered online with a registered mail excluding delivery in rural areas.

Day 1-2 : Acceptance of delivery.

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

Day 2-4 : Completion 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 of the delivery address country.

Day 10-15 : Completion of the administrative procedures related to parcel import.

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

Day 60 : In case of failure of the delivery, the parcel may be returned to the sender where the parcel is considered 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. 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.

3. I did not receive my parcel, can I ask for a refund?

If you wish to obtain a refund following non-receipt of your parcel, we advise you to submit your request to the seller. is only a parcel tracking site, i.e. we are not linked to the sellers. We only have the information transmitted by the carrier companies so we are not able to give you more details about your order.

4. How can I change my delivery address?

If your parcel has already been shipped, then it's impossible to change the delivery address assigned to it. The only solution is to wait for your package to arrive in your country and request a change of address from your local carrier. Since each carrier is different, we advise you to go to the carrier's official website for more information regarding the possibility of a change of delivery address.

5. Which carriers can I track?

We're working every day to expand the number of carriers that can be tracked on our site. Currently it is possible to track more than 500 carriers. If you want to send us the name of a carrier that you would like to be able to track, go to our contact page to send your request to our team.