Starting a Trace on Lost Shipments

We know it can be frustrating when a package is taking longer than expected to deliver. While this doesn't always mean that the shipment is lost, it is beneficial to rule out the possibility as soon as possible. 

If you notice there have not been any tracking updates on one of your shipments for a couple days, please contact ShipSimple Support by email urgently so we can start a trace investigation. A trace is necessary when dealing with potentially misplaced shipments. We will ask what the contents or the package are, what does the outer layer of the box look like, any logos and colour's that would stand out on the box, etc.  Sometimes labels can be damaged/fall off in transit, this information will assist the courier with their search.

Once we have gathered this information, our support team will be in contact with the courier to start a trace. 

Please note: Traces can take up to 4 weeks to conclude, but our team will keep you up-to-speed throughout the whole process.

If you have any questions, please contact us by email at [e-mail], by phone at 1-888-210-8910, or contact us via live chat directly on the ShipSimple Platform.