Support

Where it is,
and who to ask.

Tracking is issued by the carrier, not by us. Your number arrives by email the moment the parcel is handed over at Geneva, and the same number is on your order in the account dashboard. This page explains which carrier has it and what to do when the tracking stops updating.

What we can and cannot see

We see the same carrier tracking you do, plus the export declaration and the inspection photographs taken before the parcel was sealed. We do not have a live feed into any destination customs system, and no carrier gives one. When we say a parcel is in customs, that is a scan event, not a lookup.

Who carries it

Carrier by
destination.

Taken from the same destination records that price your quote, so this table cannot drift out of step with what the console quotes you. Every route is tracked and insured to full replacement value.

United States · 2–4 working days

DHL Express WorldwideDefault for anything under 30 kg · 2–3 days
FedEx International PriorityBetter coverage for rural addresses · 2–4 days
UPS Worldwide SaverPreferred for business accounts with a broker · 3–4 days
Swiss Post PriorityEconomy, for low-value and non-urgent · 6–9 days

Japan · 3–5 working days

DHL Express WorldwideFastest release, best for high value · 3 days
FedEx International PriorityStrong regional coverage beyond Tokyo · 3–4 days
EMS via Swiss Post and Japan PostBest value above 5 kg, slower clearance · 5–8 days
DHL Economy SelectNon-urgent and bulky consignments · 7–10 days

Canada · 3–5 working days

DHL Express WorldwideDefault for anything under 30 kg · 3–4 days
FedEx International PriorityBetter coverage outside the major metros · 3–5 days
UPS Worldwide SaverPreferred for business accounts with a broker · 4–5 days
Swiss Post PriorityEconomy, for low-value and non-urgent · 7–12 days

United Arab Emirates · 3–4 working days

DHL Express WorldwideDefault, fastest clearance · 3 days
FedEx International PriorityStrong Abu Dhabi and Sharjah coverage · 3–4 days
Emirates SkyCargo consolidatedBulk corporate gifting orders · 4–6 days
Swiss Post PriorityLow value, non-urgent · 7–10 days

Singapore · 3–4 working days

DHL Express WorldwideDefault, fastest clearance · 3 days
FedEx International PriorityComparable, occasionally cheaper above 20 kg · 3–4 days
Singapore Post consolidatedBest value on bulk and repeat orders · 6–9 days
DHL Economy SelectNon-urgent and bulky · 7–10 days

Australia · 4–6 working days

DHL Express WorldwideDefault, best clearance handling · 4–5 days
FedEx International PriorityComparable, stronger in Perth and Adelaide · 5–6 days
Australia Post consolidatedEconomy, materially slower · 10–16 days
DHL Economy SelectBulky, non-urgent · 9–13 days

United Kingdom · 2–3 working days

DHL Express WorldwideDefault, next working day to most postcodes · 1–2 days
FedEx International PriorityComparable, strong outside the South East · 2 days
Swiss Post PriorityEconomy, good value under 2 kg · 4–6 days
DHL Economy SelectBulky and non-urgent · 3–5 days

Germany · 1–2 working days

DHL ExpressDefault, and DHL's home market · 1–2 days
Swiss Post PriorityEconomy, tracked · 2–4 days
DPD ClassicRoad, for heavy or bulky · 2–3 days
UPS StandardBusiness accounts · 1–2 days

France · 1–2 working days

DHL ExpressDefault for anything urgent · 1–2 days
Swiss Post PriorityEconomy, tracked, handed to La Poste · 2–4 days
ChronopostDomestic French network after the border · 2–3 days
DPD ClassicRoad, for heavy or bulky · 2–3 days

China · 4–6 working days

DHL ExpressDefault, best customs handling · 4–5 days
FedEx International PriorityAlternative express routing · 4–6 days
SF ExpressDomestic network after clearance · 5–7 days
Swiss Post PriorityEconomy, postal channel · 10–18 days

India · 5–7 working days

DHL ExpressDefault, best customs handling and KYC process · 5–6 days
FedEx International PriorityAlternative express routing · 5–7 days
UPS Worldwide SaverBusiness accounts with a broker · 6–8 days
Swiss Post PriorityEconomy, slower clearance · 12–20 days

Saudi Arabia · 4–5 working days

DHL ExpressDefault, strongest clearance in the Gulf · 4–5 days
AramexRegional specialist, good last-mile coverage · 4–6 days
FedEx International PriorityAlternative express routing · 4–6 days
Swiss Post PriorityEconomy, slower clearance · 8–14 days

South Korea · 3–5 working days

DHL ExpressDefault, strongest clearance · 3–4 days
FedEx International PriorityAlternative express routing · 3–5 days
UPS Worldwide SaverBusiness accounts · 4–5 days
Swiss Post PriorityEconomy, tracked · 8–14 days

South Africa · 6–9 working days

DHL ExpressDefault, strongest clearance · 6–7 days
FedEx International PriorityAlternative express routing · 6–9 days
UPS Worldwide SaverBusiness accounts with a broker · 7–9 days
Swiss Post PriorityEconomy, materially slower clearance · 14–25 days

New Zealand · 5–7 working days

DHL ExpressDefault, best clearance · 5–6 days
FedEx International PriorityAlternative express routing · 5–7 days
UPS Worldwide SaverBusiness accounts · 6–8 days
Swiss Post PriorityEconomy, tracked · 12–20 days

Brazil · 7–12 working days

DHL ExpressDefault, best clearance in a slow environment · 7–9 days
FedEx International PriorityAlternative express routing · 8–12 days
UPS Worldwide SaverBusiness accounts with a broker · 9–12 days
Swiss Post PriorityEconomy — clearance can run to weeks · 20–40 days

When it stalls

Customs holds are
normal. Silence is not.

A parcel that has not moved for two days is usually sitting in a customs queue, which is routine and resolves itself. A parcel that has not moved for five working days is not, and we chase it rather than waiting for you to ask. Because we ship delivered-duty-paid and are the importer of record, the carrier deals with us and not with you.

Tracking not updatingCarrier scans can lag by 24–48 hours across a customs handover. If nothing has changed after two working days, write to us with the order reference and we open a trace with the carrier the same day.
A bill on arrivalShould not happen on a DDP shipment: duty and import tax were prepaid in your quote. If a carrier presents you with one, do not pay it. Send us a photograph of the notice and the order reference and we settle it directly.
Held for documentsSome destinations ask the recipient for an ID number or an import declaration. We tell you at quote when a destination does this. Send us what the carrier asked for and we file it.
Damaged or shortPhotograph it before unpacking further and write within seven days. Every parcel is photographed at Crissier before it is sealed, so the two sets of images settle where the damage happened.

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