Help Center

How can we help?

Answers to common tracking questions, plus a guide to every status you might see.

Frequently asked questions

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Shipment Created
The shipment record exists. No package has been handed over yet.
Pending
The shipment is booked and waiting to be processed.
Label Generated
A shipping label was created. Waiting for the package to be handed over.
Awaiting Pickup
A courier pickup is scheduled.
Picked Up
The package is now in PrimeGo's care.
In Transit
The package is moving through our network.
Arrived at Sorting Facility
The package was scanned in at a sorting facility.
Departed Sorting Facility
The package left a sorting facility for its next stop.
Customs Clearance
Customs is reviewing the shipment. This is a normal step for international parcels.
Customs Hold
Customs is holding the shipment, usually to review documents.
On Hold
The shipment is on hold. PrimeGo will resume delivery as soon as the hold is cleared.
Out for Delivery
The package is on a delivery vehicle and should arrive today.
Delivered
The package was delivered.
Delivery Attempted
We tried to deliver but couldn't complete it. Another attempt will follow.
Delivery Exception
Something unexpected affected delivery. See the notice for details.
Delayed
The shipment is running behind its original schedule.
Returned to Sender
The package is being returned to the sender.
Cancelled
The shipment was cancelled before delivery.