Question 1

Where do I find my tracking number?

Accepted Answer

It's on your shipment confirmation and label. MySwiftEx tracking numbers start with MSX (older shipments start with SX). Signed-in customers can also see their shipments under My account.

Question 2

Why does my tracking say 'No shipment found'?

Accepted Answer

Check the number for typos. If the shipment was only just created it may take a short while to appear. If it still doesn't show, contact support with your booking reference.

Question 3

Is tracking live?

Accepted Answer

Tracking shows status updates recorded in the MySwiftEx system by our team (or a delivery partner, where integrated). We don't show live GPS locations.

Question 4

Why can't I see the recipient's address on the tracking page?

Accepted Answer

To protect privacy, the public tracking page never shows names, street addresses, emails or phone numbers. The account holder can see full details when signed in.

Question 5

My tracking says 'Delayed' or 'Exception'. What now?

Accepted Answer

It means something is holding up the shipment. Contact support with your tracking number and we'll explain what's needed.

Question 6

Is my shipment booked when I submit the form?

Accepted Answer

No. You'll get a request reference straight away, then our team reviews it and confirms the service, price and pickup with you. Nothing is booked or charged until then.

Question 7

How is the price worked out?

Accepted Answer

Price depends on route, service and the greater of the actual and volumetric weight. Where published rates exist, the estimator shows them; otherwise we send you a quote. Taxes, duties and customs fees are extra unless stated.

Question 8

Can I pay online?

Accepted Answer

Not yet. We'll contact you with payment options when we confirm your booking.

Question 9

Who pays customs duties?

Accepted Answer

Duties and taxes are set by the destination country's customs authority and are normally paid by the recipient, unless agreed otherwise.

Question 10

Someone asked me to pay a 'release fee' by gift card or crypto. Is that you?

Accepted Answer

No. MySwiftEx never asks for payment by gift card, cryptocurrency or transfer to a personal account. Report it to us through the contact form.

Question 11

How do I reset my password?

Accepted Answer

On the sign-in page choose 'Forgot password?' and we'll email you a reset link.

Question 12

How do I change notification settings?

Accepted Answer

Sign in and open My account → Profile to choose email and SMS notification preferences.

Question 13

How do I delete my data?

Accepted Answer

Open a support request with the topic 'Privacy / data request'.

How can we help?

Tracking

Booking & quotes

Customs & safety

Account