Where is my order?

After your order has been shipped, you will receive a tracking link from Paack that will allow you to track the status of your delivery in real-time.

In the event that the first delivery attempt is unsuccessful, don't worry. We will make a second attempt on the next day or the first available business day. Additionally, if we are unable to deliver your order to your address, we have two alternative options:

Delivery to a neighbor: If we cannot deliver your order to your address, we can leave it with the nearest available neighbor, unless you have previously indicated that you do not want this option.

Condo concierge: We also have the option of leaving your order at the condo concierge if it is available and you have not specified otherwise.

If, for any reason, you have not yet received confirmation that your order has been shipped, we recommend contacting your seller for more information.

Please note that, in the case of multiple failed delivery attempts and if we are unable to deliver your order, we will unfortunately have to return it to your seller so that you can arrange for a new delivery or resolve any issues.

How can I track my delivery?

You can track your order and check the status in real-time through the tracking link received in your shipment email or directly on our website. You will need your tracking number and the delivery postal code.

Who are we?

Paack is one of the most relevant international technological startups in the logistics sector. Founded five years ago, the company is experiencing significant global growth, working with some of the largest international retailers.

At Paack, we believe that the future of online parcel delivery lies in scheduled deliveries. Through our service, we enable consumers to receive their packages at their convenience: when, where, and how they prefer.

Can I change my delivery address?

Once your order is placed, you can change your delivery address using our chat, which you will find at the bottom right of our frequently asked questions.

However, it's important to note that some sellers may not allow us to modify their customers' addresses.

Even if permitted, changes to your delivery address may sometimes not be possible due to operational conditions, for example, if your order is already out for delivery.

In case you need to add additional information to your delivery address, you can do so using our chat, which you will find at the bottom right of our frequently asked questions.

In the event of a failed delivery attempt due to an incorrect address, Paack will notify you and ask you to update your delivery address before making another attempt.

Can a delivery be scheduled for a specific time of day?

Depending on the contracted service, you can opt for specific delivery time slots. Otherwise, you can contact us and provide delivery instructions for the courier. However, we cannot guarantee that it will be possible to meet the requested time.