Question 1

Where do I find my tracking number?

Accepted Answer

It is on your shipping confirmation email, on your receipt, and printed beneath the barcode on the label. Venship numbers start with a short brand prefix followed by letters and digits, for example SHP8K4M27P91US.

Question 2

My tracking has not updated for a day. Is something wrong?

Accepted Answer

Not usually. Scans happen at handover points, not continuously, so a long linehaul leg can pass with no new event. If nothing has changed for more than two working days, contact support with the tracking number.

Question 3

What does each status mean?

Accepted Answer

Label Created means we have the details but not yet the package. Picked Up means it is with us. In Transit and Departed / Arrived at Facility track it through our hubs. Out for Delivery means it is on a vehicle today. Delivered means it has been handed over and proof captured.

Question 4

Why can I see a vehicle on the map for some shipments and not others?

Accepted Answer

A live vehicle position is only shown while a driver is actively running the route your parcel is on, and only while their device is reporting. At every other point we show the last place the package was scanned, which we label as a scan rather than a live position.

Question 5

Why does the tracking page not show the full delivery address?

Accepted Answer

Anyone holding the tracking number can open that page, so it shows the destination city and country only. The full address is visible to the account holder after signing in.

Question 6

Do I need an account to send something?

Accepted Answer

No. You can create a shipment as a guest and print the label immediately. An account saves your addresses, keeps every shipment in one place and lets you follow them without pasting numbers.

Question 7

How do I print the label?

Accepted Answer

The confirmation page has a Download PDF button. Print it at 100% scale — do not fit-to-page, which shrinks the barcode — and attach it flat to the largest face of the package.

Question 8

Can I book a collection instead of dropping it off?

Accepted Answer

Yes. Schedule a pickup with the date and time window that suits you, and our dispatch team will confirm and assign a driver.

Question 9

What happens if I get the weight wrong?

Accepted Answer

Packages are weighed and measured when they reach our first facility. If the actual weight differs materially from what you declared, the price is adjusted and you are told why.

Question 10

How should I pack it?

Accepted Answer

Use a rigid box with at least 5 cm of cushioning around the contents, seal all seams with tape, and remove or cover any old labels. Fragile items should not touch the walls of the box.

Question 11

Can I change the delivery date or address?

Accepted Answer

You can request a change from the tracking page while the shipment is still in transit. Requests are reviewed by our team rather than applied automatically, because the shipment may already be loaded for the day.

Question 12

Nobody was home. What happens now?

Accepted Answer

The driver records a delivery attempt and you will see it in tracking straight away. From the tracking page you can request a redelivery on another date, or ask us to hold it at a nearby facility for collection.

Question 13

Do you need a signature?

Accepted Answer

Only if the sender asked for one, or the service includes it as standard — Priority and Same Day do. Where no signature is required we capture a photo of the delivery instead.

Question 14

Can I get proof of delivery?

Accepted Answer

The tracking page confirms the delivery time and who received it. The signature and photos are attached to the shipment record and available to the account holder from My Shipments.

Question 15

Who pays customs duties and taxes?

Accepted Answer

By default the recipient pays them on delivery. Business accounts can choose to be billed for duties instead, so the recipient receives the shipment with nothing to settle.

Question 16

What paperwork do I need?

Accepted Answer

For most shipments an accurate description of the contents and their value is enough — we generate the commercial invoice and customs declaration from that. Regulated goods may need a licence, and we tell you at booking if so.

Question 17

My shipment says Customs Clearance. Should I do something?

Accepted Answer

Usually no — most shipments clear within a few hours. If the authority needs anything from you or the recipient, we contact you directly rather than leaving it sitting there.

Question 18

My shipment is damaged. What do I do?

Accepted Answer

Photograph the packaging and the contents before you unpack any further, then contact support with the tracking number and the photos. Claims must be raised within 14 days of delivery.

Question 19

My shipment appears to be lost.

Accepted Answer

Contact support with the tracking number. We open a trace with the facilities it passed through, and you will get an update within two working days regardless of whether we have found it.

Question 20

How much cover is included?

Accepted Answer

Express and Priority include cover calculated from the value you declared. On other services, cover is optional and priced at quote time from the declared value.

Question 21

How do I open a business account?

Accepted Answer

Contact our sales team with a rough picture of what you ship and where. We come back with rates for your actual lanes, along with monthly invoicing and API access.

Question 22

Can I follow a shipment somebody else sent me?

Accepted Answer

Yes. Sign in and save the tracking number to your account, and we will email you whenever the status changes.

Question 23

How do I delete my account?

Accepted Answer

Contact support and we will close it. Shipment records are retained for the period our terms of carriage and tax obligations require, then deleted.

Frequently asked questions

Tracking

Sending a shipment

Delivery

International and customs

Claims and problems

Accounts and billing

Looking for a specific shipment?