Frequently asked questions

On your shipment label (format JPL-XXXX-XXXXXXX, for example JPL-6H73-HYVK3H8) and in the confirmation email. The QR code on the label opens the tracking page directly.

No. The tracking number is enough: enter it on the home page or on the Track page.

Check that it is complete: the JPL prefix followed by two groups of characters (JPL-XXXX-XXXXXXX). Spaces, upper and lower case are accepted. If the parcel was just dropped off, it may appear a few hours later.

To protect privacy: the public page shows no phone number, address or email, and names are shortened (for example “Clara M.”).

Ocean crossings and customs clearance can last several days without a new step. If the delay seems unusual, contact us with your tracking number.

The recipient's email address must be recorded on the shipment. They then receive an email at every important step. Ask the shipper to provide it.

When several of your parcels reach the same step at the same time (for example a container arriving at port), you receive one summary instead of one email per parcel.

Notifications are sent by email for now. You can message us on WhatsApp with any question.

Contact our teams: we create your access and you receive an email link to choose your password.

All your shipments and their statuses on a single page, search by number or recipient, the full history of each parcel and proofs of delivery (photo or signature).

Click “Forgot password?” on the sign-in page: a link valid for 24 hours is sent to you by email.

Links are valid for 24 hours. Use “Forgot password?” to receive a new one, or contact us.

Between 24 and 72 hours on average depending on the destination country and the nature of the goods, if the file is complete. Our customs brokers prepare the documents for you.

At least a commercial invoice and a packing list. Other documents may be required depending on the product and the country: see our guide to shipping documents.

Based on the mode of transport, the route and the chargeable weight (the higher of actual and volumetric weight). Request a quote with the origin, destination, weight and dimensions.

Often yes, under conditions: these are regulated goods. Always declare them before shipping; our guide to restricted goods explains the general rules.

A “Delivery failed” status is published with a message explaining the situation, and a new attempt is scheduled.

The courier takes a photo or collects a signature on handover. Clients with an account find it in their client area.

Contact us as soon as possible with your tracking number: the change is possible as long as the parcel is not out for delivery.