Frequently asked questions

Enter your tracking number on the Track page along with the delivery ZIP code or the email address on the shipment. We ask for that second detail so that someone who guesses a tracking number cannot see a stranger’s delivery address. If you received a tracking link directly from us, it already includes a secure token and will open without any prompt.

No, and we think it is important to be straight about that. The map shows every confirmed scan from our checkpoint network. Between two scans, the moving marker is an estimate interpolated from the last confirmed location and the scheduled delivery time — the tracking page labels it as an estimate and always shows you the last confirmed scan underneath. Every major carrier works this way; live vehicle GPS is not something we would claim to have when we do not.

A new checkpoint appears each time your shipment is scanned — typically at pickup, at each hub handover, on customs clearance, at the local depot, and on delivery. Express air shipments usually generate five to eight scans; ocean freight generates fewer but over a longer window.

Yes. Every shipment in the dashboard comes with a copy-paste snippet: either a simple link to a pre-filled tracking page, or an embeddable widget you can drop into your order confirmation page. The widget matches your page width and resizes itself as the content changes.

If a shipment passes its scheduled delivery time without a delivery scan, the tracking page flags it as running late rather than quietly letting the ETA slide. Our operations team is alerted at the same moment, and exceptions are logged on the timeline so you can see what happened and when.

Starter accounts keep 30 days of history, Business keeps two years, and Enterprise keeps the full record for the life of the contract with data export available on request.

Customs brokerage is included on all ocean freight and available as an add-on for air and road. Clearance milestones appear on the same timeline as physical checkpoints, so a shipment held at the border is visible rather than silent.

File a claim through the contact page within 14 days of the delivery scan, or within 30 days of the scheduled delivery for a shipment that never arrived. Declared-value coverage is included up to $100 per shipment, with additional coverage available at the time of booking.