When you book a shipment through Cargosender, we act as the commercial intermediary between you and the carrier. Your contract for carriage is with Cargosender, and Cargosender's contract is with the carrier. This arrangement has practical implications for how support works.
Can You Contact the Carrier Directly?
Yes — technically nothing stops you from calling or emailing a carrier like DHL, UPS, or FedEx directly. However, without an account or a direct commercial relationship with the carrier, the carrier's customer service teams may only be able to provide limited information. They will not be able to modify your booking, reroute a shipment, or raise a formal trace request for a booking made through an intermediary platform.
When you book through Cargosender, the booking is registered under Cargosender's account with the carrier. This is why some information — like the carrier's reference number, which differs from the tracking number — may only be available through Cargosender.
What Cargosender Handles on Your Behalf
Cargosender's support team handles: booking modifications before collection, rerouting requests, trace requests for delayed or missing parcels, damage and loss claims, customs query escalations, and carrier exception resolution. These actions require direct account access and commercial relationships with the carriers — contacting the carrier directly as an end user will not achieve the same result.
Tracking — You Can Do This Directly
Tracking is public and does not require an account. Your tracking number (visible in your Cargosender booking confirmation) can be entered directly on the carrier's tracking page — DHL.com, UPS.com, FedEx.com, GLS-group.com, or DPD.com. You will see the same real-time scan events that Cargosender's dashboard shows.
When to Contact Cargosender
Contact Cargosender if: tracking has not updated for more than 72 hours, the carrier has attempted delivery and you need to arrange a redelivery, you need to change the delivery address after dispatch, you believe a parcel has been lost, or a parcel has arrived damaged and you need to initiate a claim. Use the contact form or live chat on the Cargosender website — including your order number in all communications speeds up resolution.
