Aramex FAQs | Shipping, Tracking, & Courier Information

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Currently, we can't specify the exact reason for the return, as it's typically noted on the physical shipment by the postal service staff. However, common reasons for returned shipments include:

1) A delivery attempt was made, but the recipient wasn’t home, and it was unsafe to leave it in the mailbox.

2) The shipment was left unclaimed at the post office for too long

3) The address details were incomplete or incorrect (invalid address).

You can reach out to your account manager or our customer service team, and they'll be happy to assist you in updating your billing information.

If you receive a parcel that's damaged, first check whether the contents are affected or just the outer packaging. If the contents are damaged, reach out to the shipper for clarification. If it’s just the packaging, the shipper should contact us to file a claim as per our shipping policy.

To update your Aramex account info, just go to your account settings or reach out to your account manager for help.

You can check the shipment status to see if it’s been delivered to the consignee. If you need the Proof of Delivery (POD) document, just get in touch with us through our support channels, and our customer service team will be happy to help!

Shipments are held in customs to ensure they meet export or import regulations. A shipment might be held if there’s missing or incomplete paperwork, if it's waiting for clearance instructions, or if the authorities need more information to process it. We can’t move forward with customs clearance until we provide all the necessary details. If your package is held at customs, Aramex will reach out to you for more information.

The status of your shipment will be updated at different stages between pickup and delivery in the Aramex system. Keep in mind that the status might not change for over 24 hours while the shipment is in transit.

There are usually two ways to pay duties and taxes to the authorities. The first option is for the receiver to pay them directly to the authorities, typically when the shipment is imported. In some countries or regions, payment may be deferred depending on local customs rules or the type of import declaration. However, duties and taxes generally need to be paid at the time of import unless special customs procedures allow otherwise. The second option is for the shipper to cover the customs charges by adding a free domicile (FRDM) service to the shipment.

The Certificate of Origin is a document that confirms where the goods you're shipping were grown, manufactured, or produced. It’s required to verify that the goods can enter a country or territory and may qualify for duty reductions or exemptions under agreements like the EPA (Economic Partnership Agreement) or FTA (Free Trade Agreement).

While you can often state the origin of the goods on the commercial invoice, some countries or territories require a separate Certificate of Origin. This document must be signed by the relevant government department, chamber of commerce, or embassy in the exporting country or territory.

Customs and clearance delays can happen for various reasons. You can usually find delay details on the tracking page, including the cause of the delay and any recommended actions. If additional information is needed from the shipper or recipient, Aramex will make an effort to contact them.

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To track your current shipments please visit our Shipments Tracking section.

To send a personal shipment, please visit our Send A Shipment page.

For other enquiries please visit our help & support center

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