Frequently Asked Questions

Enter your tracking number on the Track Shipment page. Numbers look like ACE-XXXXXX and are provided at booking. You will see the latest confirmed status, the full event timeline, and a map of the last confirmed location where coordinates exist.

Statuses progress from "Shipment Created" through "Dispatched", "In Transit", customs milestones where relevant, "Out for Delivery" and "Delivered". Exception statuses like "On Hold" or "Delivery Exception" mean our team is actively handling an issue — contact support for details.

The map shows the latest confirmed, recorded location — written by our operations team or an authorised courier/GPS integration — plus origin and destination markers. It is honest data: if no coordinates have been recorded yet, the map says so rather than guessing.

Privacy by design. Public tracking pages only display non-sensitive shipment information. Contact details and full street addresses are restricted to authorised staff.

Yes — our secure-goods channel uses tamper-evident, unbranded packaging, optional declared-value insurance and signature confirmation on delivery.

Estimated delivery dates are set by our team when the shipment is booked or dispatched, based on the route and shipping method. They are estimates, not guarantees; your tracking page always shows the latest confirmed information.

If a shipment passes its estimated delivery date it is flagged as delayed on our operations dashboard and reviewed. Where notifications are configured, recipients are emailed about significant delays and exceptions.

No. Tracking works with just your tracking number. Accounts exist only for our staff and integration partners.