FREQUENTLY ASKED QUESTIONS
Do you have any question? Find answer here
Find answers to questions regarding tracking or delivery of a shipment.
How can I track a shipment?
You can track your shipment using our website or one of our online portals. Usually your merchant or online shop sends you a link to track your shipment.
What is a tracking number/ID?
A tracking number or ID is a combination of numbers and/or letters that uniquely identifies your shipment. The ID length may vary from 5 to 20 characters.
When will my tracking information appear?
You should see tracking events within 1-48 hours after you have received the confirmation by your merchant or online shop. The reason it takes time to see tracking events is because the first event is created once the shipment is handed to us, i.e. once the shipment has departed the fulfillment center of your merchant or online shop.
Who will deliver my shipment?
We partner with 205 postal providers around the world, which deliver shipments on your behalf.
My shipment is not delivered. What can I do?
In case your shipment has not arrived within 10 days after the expected delivery time, please contact your us so our contract partner can start an investigation for lost items.
Why is customs holding my shipment?
Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by Skylight Shipment Customer Service. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.
