Delays in parcel tracking

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We always listen to our customers and keep track of the problems that occur with their parcels. That's why we have collected answers to the most frequently asked questions in this article.

On average, 1% of parcels may have problems with delivery or get lost. However, if you have insurance, you will be compensated for the full cost of the parcel in case of a confirmed loss.

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Express shipments:

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1) If the parcel is not tracked:

- more than 3 working days after receiving the status "Import Scan - Kyiv, UA" - please write us a request from your account - Support - Shipping. In the request, please indicate that the parcel has not received a new status for more than 3 days, the tracking number and transaction number.

- the parcel does not receive a new status for more than 48 hours after arriving in the recipient's country. You need your customer to contact the local branch of the carrier or write to us in your Personal Account - Support - Shipping.

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2) If the parcel has the "Delay" status, you need your customer to contact the local branch of the carrier or write to us in your Personal Account - Support - Shipping.

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3) If the parcel has the status of damage reported or was damaged during delivery, you need your customer to contact the local office of the carrier or write to us in your Personal Account - Support - Shipping. Be sure to provide as much evidence of damage as possible when making such an appeal - packaging, the product itself, the label, take photos both close up and from a distance so that the damage and the label are clearly visible.

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4) If the parcel has the status of delivered, but the recipient claims not to have received it, the buyer should check all external doors and any places where the parcel could have been placed, including the entrance, backyard, garage and other areas protected from the weather. In addition, you need to ask people who could have received the package instead of the addressee. If you can't find the shipment, you need your customer to contact the local office of the carrier or write to us in your Personal Account - Support - Shipping.

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5) Change of address or recipient - we cannot do this from our side, but the recipient can contact the local branch and coordinate delivery to the new address with the postal service.

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6) Delivery against signature - when the parcel is already on the way, this option cannot be canceled, so the recipient can independently contact the local branch to arrange delivery at a convenient time or at the pickup point.

Consolidation shipments:

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1) If the parcel does not receive a tracking status for more than 2 business days after leaving the Western Bid warehouse in Ukraine, you need to write to us in your Personal Account - Support - Shipping.

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2) If there is no update on the movement of the parcel on the carrier's website for more than 2 business days, you need your customer to contact the local branch of the carrier or write to us in your Personal Account - Support - Shipping.

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3) If the parcel has the "Delay" status, you need your customer to contact the local branch of the carrier or write to us in your Personal Account - Support - Shipping.

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4) If the parcel has the status of damage reported or was damaged during delivery, you need your customer to contact the local office of the carrier or write to us in your Personal Account - Support - Shipping. Be sure to provide as much evidence of damage as possible when making such an appeal - packaging, the product itself, the label, take photos both close up and from a distance so that the damage and the label are clearly visible.

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5) If the parcel has the status of delivered, but the recipient claims not to have received it, the buyer should check all external doors and any places where the parcel could have been placed, including the entrance, backyard, garage and other areas protected from the weather. In addition, you need to ask people who could have received the package instead of the addressee. If you can't find the shipment, you need your customer to contact the local office of the carrier or write to us in your Personal Account - Support - Shipping.

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6) Change of address or recipient - we cannot do this from our side, but the recipient can contact the local branch and coordinate delivery to the new address with the postal service. 

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7) UPS Economy DDU - if tracking does not start within 5 business days after arrival in Miami, you need to write to us in your account - Support - Shipping. Tracking is usually available for UPS Economy DDU shipments to six countries (Canada, China, Israel, Japan, Singapore, and the United Kingdom). Tracking is not guaranteed for shipments to other countries, so no insurance is provided.