ShipperHQ

Enter a tracking number that can be used for shipment tracking to check the logistics history of your ShipperHQ order.

About ShipperHQ

ShipperHQ is a shipping intelligence and checkout platform for ecommerce businesses. It helps merchants configure shipping rates, delivery dates, packing logic, carrier connections, freight options, pickup choices and shipping rules at checkout. ShipperHQ is not a consumer retailer, marketplace or parcel carrier, so a buyer normally does not receive a consumer order directly from ShipperHQ.

Official website: https://shipperhq.com/. The company describes its product as a shipping intelligence platform used by ecommerce brands, with integrations for ecommerce platforms and more than 100 carrier connections. A merchant using ShipperHQ remains the party responsible for the sale, fulfillment and customer order.

Brand Entity & Order Ownership

Entity or order party

Role and tracking responsibility

ShipperHQ

Provides shipping and checkout logic for merchants; it does not act as the seller or carrier for a buyer's parcel.

View all details for ShipperHQ

What it controls	Configured rates, delivery-date logic, packing rules, carrier connections and checkout shipping options for a merchant.
What it cannot control	The merchant's order policy, warehouse handling, carrier scans, delivery decision, return approval or refund.
Why it matters	A buyer searching for a ShipperHQ order should first identify the store that charged the buyer and the carrier named in the shipment notice.

Merchant or online store

Owns the customer order, inventory, fulfillment decision, cancellation process and store-level support.

View all details for merchant or online store

What it controls	Order confirmation, shipment release, seller communication, return authorization and refund decision under its own policy.
What it cannot control	Every carrier scan or the final delivery event after handoff.
Why it matters	Use the store's account, order email or support channel for order-specific questions.

Fulfillment party

Warehouse, dropshipper, store or merchant-selected logistics provider that prepares and hands over the shipment.

View all details for fulfillment party

Tracking contribution	Creates or receives the shipment information and may provide the tracking number to the merchant.
Customer action	Ask the merchant which warehouse or seller handled the shipment when an order is split or delayed before carrier acceptance.

Carrier or last-mile carrier

Moves the parcel or freight and records transport events according to its operational systems.

View all details for carrier or last-mile carrier

What it controls	Physical movement, delivery scans, attempted delivery records and some address or delivery options.
What it cannot control	Merchant refunds, order cancellation or product replacement.

17TRACK

Can display available carrier events when a valid carrier tracking number is supplied.

View all details for 17TRACK

What it can do	Help identify a carrier and show tracking events that the carrier makes available.
What it cannot do	Open private store orders, change addresses, contact a seller, approve a return or issue a refund.

Quick Answer

ShipperHQ does not provide a general consumer order-tracking page because it is the shipping technology used by online merchants. To track a purchase, open the store's order confirmation or order account and find the carrier tracking number. Enter that number on the carrier website or 17TRACK.

An order number identifies the purchase in the store's system; it normally cannot replace a carrier tracking number in 17TRACK. If no tracking number exists, ask the store that charged you whether the order has been released to a carrier.

Pro Tip: The presence of ShipperHQ in a checkout or shipping email usually identifies the technology behind the merchant's shipping calculation, not the seller that owns your order.

How to Track ShipperHQ Orders

Start with the merchant named on the payment receipt. Sign in to that store's account, open the order list, select the purchase and look for shipment, Track Package or order-status information. If the store sends an email or SMS with a carrier tracking number, use that number on the carrier's website or 17TRACK.

Tracking Path Comparison

Tracking path

When to use it

Merchant account or order page

Use this first for a store purchase.

View all details for merchant account or order page

Identifier needed	Account email, sign-in credentials and the merchant order number.
What you can see	Order status, shipment split information and any tracking number the merchant has attached.
Next step	Copy the carrier tracking number and check the carrier or 17TRACK.
Limitation	ShipperHQ does not replace the merchant's private order page.

Order email or SMS

Use the confirmation and shipment messages sent by the store.

View all details for order email or SMS

Identifier needed	The merchant order number or carrier tracking number shown in the message.
What you can see	Dispatch information and the link supplied by the merchant.
Limitation	An order confirmation may precede carrier acceptance and may not contain tracking.

17TRACK

Use a carrier tracking number when the merchant or carrier has supplied one.

View all details for 17TRACK

What you can see	Available carrier events and possible carrier identification.
Limitation	17TRACK cannot search a private merchant order by order number alone or manage the purchase.

Carrier website

Use it when the shipment notice names a carrier.

View all details for carrier website

What you can see	Carrier-originated scan events, delivery attempts and delivery records.
Limitation	The carrier cannot normally approve a merchant refund or change the merchant order.

Guest, gift or third-party purchase

Ask the purchaser or merchant for the shipment link or tracking number.

View all details for guest, gift or third-party purchase

Useful information	Recipient name, delivery address, merchant name, purchaser email and any shipment message.
Limitation	A recipient may not have access to the purchaser's private account or order history.

Order Numbers, Tracking Numbers and Where to Find Them

ShipperHQ does not establish one universal buyer-facing order-number or tracking-number format. The merchant and the selected carrier issue those identifiers separately.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Merchant order number

Order confirmation, account order page or merchant support message.

View all details for merchant order number

Example	A merchant-defined reference such as ORD-####.
Who issues it	The store or ecommerce platform.
Can 17TRACK use it?	Usually no; locate the carrier tracking number instead.
What it proves	It identifies a purchase in the merchant system, not carrier custody or movement.

Carrier tracking number

Shipment email, order page, label or carrier receipt.

View all details for carrier tracking number

Example	A carrier-issued alphanumeric reference; the format varies by carrier and service.
Who issues it	The carrier or shipping system selected by the merchant.
Can 17TRACK use it?	Yes, when the number is valid and the carrier makes events available.
What it proves	It can connect to shipment events; it does not by itself establish refund approval.

Shipment or package reference

Merchant shipment details or carrier communication.

View all details for shipment or package reference

Use	May identify one parcel within a multi-package order.
Limitation	A merchant reference may not be recognized by a carrier or 17TRACK unless it is also a valid tracking number.

Return tracking number

Return label, return portal or carrier drop-off receipt.

View all details for return tracking number

Can 17TRACK use it?	It can show return-carrier events when the number is supported.
Limitation	Tracking a return does not confirm that the merchant accepted the return or issued a refund.

Return authorization or seller reference

Merchant return email or return center.

View all details for return authorization or seller reference

Purpose	Links a return request to the merchant's customer-service or returns workflow.
Can 17TRACK use it?	It is generally not a substitute for the return carrier tracking number.

Fulfillment, Sellers and Carriers

ShipperHQ can calculate rates from merchant-configured carrier connections, parcel services, freight services, warehouses, dropshippers and pickup locations. The actual carrier and fulfillment path depend on the merchant's configuration, destination, products and selected delivery option.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Merchant warehouse

The merchant's warehouse prepares the order and hands it to the selected carrier.

View all details for merchant warehouse

Who updates tracking	The carrier records transport events; the merchant may pass them to the order page.
Who handles a problem	Contact the merchant for order action and the carrier for a transport event or delivery attempt.
Customer check	Confirm whether the order is packed, shipped or carrier-accepted.

Dropshipper or multiple origin

A supplier or separate origin may ship one or more items.

View all details for dropshipper or multiple origin

Tracking effect	One order can be split into multiple shipments with separate tracking numbers.
Customer check	Compare each item with each shipment record before reporting an item missing.

Parcel or freight carrier

The carrier selected by the merchant's shipping configuration.

View all details for parcel or freight carrier

Tracking effect	Carrier scans may differ between parcel, LTL freight, local delivery and handoff services.
Customer check	Use the carrier named in the shipment notice rather than assuming ShipperHQ is the carrier.

Store pickup or scheduled delivery

The merchant's store or delivery partner completes the handoff.

View all details for store pickup or scheduled delivery

Tracking effect	There may be no conventional parcel tracking number; the merchant's pickup or delivery notice is the controlling source.
Customer check	Follow the merchant's pickup instructions or delivery appointment details.

Tracking Statuses and Meanings

A merchant order status and a carrier shipment status are different data points. “Shipped” may mean the merchant released the order, while a carrier scan shows physical acceptance or movement.

Status Quick Lookup

Status shown

Lifecycle stage

Processing or preparing shipment

Order preparation

View all details for processing or preparing shipment

Meaning	The merchant or fulfillment party is handling the order before confirmed carrier movement.
Responsible party	Merchant or fulfillment party.
Customer action	Check the merchant order page and ask the merchant when a tracking number has not been supplied.

Shipped or label created

Dispatch transition

View all details for shipped or label created

Meaning	The merchant has supplied shipment information, but the first carrier scan may still be pending.
Customer action	Wait for a carrier event and contact the merchant if the shipment remains without acceptance information.

In transit

Carrier movement

View all details for in transit

Meaning	The carrier has recorded movement or handling events.
Customer action	Monitor the latest event and use the carrier or merchant route when the estimated delivery window changes.

Out for delivery

Final-mile delivery

View all details for out for delivery

Meaning	The carrier has assigned the shipment to a delivery route according to its scan.
Customer action	Follow the carrier's delivery instructions and secure the delivery location where possible.

Delivered

Delivery event recorded

View all details for delivered

Meaning	The carrier recorded delivery; it does not by itself decide a refund or replacement.
Customer action	Check the delivery location, household, building reception and proof-of-delivery information, then contact the merchant if the parcel is still missing.

Exception, return or refund

Problem or post-delivery process

View all details for exception, return or refund

Meaning	An exception concerns transport; a return concerns movement back to the merchant; a refund concerns the merchant or payment process.
Customer action	Keep the relevant tracking, return and case references and contact the party responsible for that stage.

Delivery Time and Delay Factors

ShipperHQ can help a merchant calculate and display delivery dates using configured lead times, cutoff times, blackout days, carrier data and delivery rules. A displayed date is an estimate or merchant-configured promise for that checkout context, not evidence that ShipperHQ is transporting the shipment.

Delivery Time & Delay Factors

Scenario or service

Primary timing source

Standard parcel delivery

Merchant checkout estimate and carrier events.

View all details for standard parcel delivery

Possible delays	Handling time, carrier network conditions, address issues, weather, peak volume or a missed handoff.
When tracking updates	After the carrier or connected logistics system records an event.
Contact first	Merchant for order handling; carrier for a recorded transport problem.

Freight or oversized goods

Merchant delivery configuration and freight carrier process.

View all details for freight or oversized goods

Possible delays	Appointment scheduling, accessorial requirements, address type, freight handling and delivery restrictions.
Customer action	Confirm the merchant's delivery instructions and any carrier appointment communication.

Cross-border order

Merchant estimate, carrier movement and customs process.

View all details for cross-border order

Possible delays	Customs review, duties or tax handling, document requirements, international handoffs and local delivery.
Customer action	Check the carrier or merchant message for documents or charges and avoid treating a customs status as a refund decision.

Split shipment

Separate shipment records and carrier scans for each package.

View all details for split shipment

Possible delay	Items may have different handling times, origins, carriers or delivery dates.
Customer action	Match every item to its own shipment before escalating a missing item.

Pickup option

Merchant pickup notice and store or pickup-point readiness.

View all details for pickup option

Possible delay	Inventory transfer, store processing, identification requirements or pickup scheduling.
Customer action	Use the merchant's pickup message and do not rely on parcel tracking when the order is intended for collection.

Common Tracking Problems and Solutions

The correct next step depends on whether the problem is an order issue, a carrier issue or a return/refund issue. Keep the merchant order number and any carrier tracking number together when contacting support.

Problem & Next Step

Problem shown

Check first

No tracking number

Merchant order page, shipment email and spam folder.

View all details for no tracking number

Likely cause	The order is still being prepared, or the merchant has not attached a carrier reference.
Immediate action	Ask the merchant for shipment status and the carrier tracking number.
Escalation	Contact the merchant because 17TRACK cannot create a missing tracking number.

Tracking number not working

Characters, spaces, carrier selection and first scan.

View all details for tracking number not working

Likely cause	The label may have been created before carrier acceptance, or the number may be a merchant order reference.
Immediate action	Copy the number exactly and ask the merchant which carrier received the shipment.
Escalation	Merchant first; carrier after the shipment is recognized in its system.

Shipped but no scans

Whether the carrier has recorded acceptance.

View all details for shipped but no scans

Likely cause	The merchant marked dispatch while the parcel is awaiting handoff or the first carrier event.
Immediate action	Ask the merchant to confirm handoff and verify the carrier reference.

Package stuck or delayed

Latest event, location, estimated date and exception message.

View all details for package stuck or delayed

Immediate action	Review the carrier event and contact the carrier for transport information or the merchant for replacement, cancellation or order remedies.
Limitation	A delay does not automatically establish loss or refund eligibility.

Address problem or delivery attempt

Carrier event and delivery-address details.

View all details for address problem or delivery attempt

Immediate action	Follow carrier instructions promptly and contact the merchant if an order change or replacement is needed.
Limitation	ShipperHQ's checkout calculation does not give 17TRACK permission to edit a delivered shipment.

Customs hold

Carrier or customs message and requested documents.

View all details for customs hold

Immediate action	Use the carrier or merchant instructions for documentation, duties or tax questions.
Limitation	Shipping-rate calculation and duty display do not give ShipperHQ control over customs release.

Delivered but not received

Delivery location, household, reception desk, neighbors, photo and proof of delivery.

View all details for delivered but not received

Priority action	Check the recorded location and delivery photo, ask household members or building staff, then contact the carrier about the delivery scan.
Merchant action	Contact the merchant for an order investigation, replacement, claim or refund route under its policy.
Limitation	A delivered scan does not itself approve a refund.

Split shipment missing an item

Item-to-shipment mapping and every tracking number.

View all details for split shipment missing an item

Immediate action	Check whether the item has a later shipment, different origin or separate carrier.
Contact first	Merchant, because it owns the order line and shipment allocation.

Seller did not ship or wrong item

Merchant order status, seller messages and product details.

View all details for seller did not ship or wrong item

Immediate action	Contact the store or seller with the order number and photographs where relevant.
Limitation	17TRACK can show transport events but cannot decide a product dispute.

Lost or damaged package

Latest carrier scan, packaging photographs and merchant order details.

View all details for lost or damaged package

Immediate action	Report transport damage or loss to the carrier where its process requires it and notify the merchant.
Evidence	Keep photographs, packaging, invoice, tracking history and delivery records.

Return not updating or refund pending

Return tracking, merchant return case and payment record.

View all details for return not updating or refund pending

Immediate action	Use the return tracking number for transport events and contact the merchant for acceptance or refund status.
Limitation	17TRACK cannot determine whether a return was approved or a payment was released.

Returns, Exchanges and Refunds

ShipperHQ can support merchant checkout and shipping configuration, but return approval, exchange eligibility and refund processing belong to the merchant or payment channel. Return tracking shows movement of the returned parcel; refund status shows a separate financial process.

Returns & Refunds

Scenario

Where to start

Return request

Merchant account, return center or merchant support.

View all details for return request

Identifier needed	Merchant order number and account or purchaser details.
Shipping and refund	Follow the merchant's label and instructions; refund depends on merchant acceptance and payment processing.
Limitation	17TRACK can help follow a return tracking number but cannot initiate the request.

Exchange or wrong item

Merchant order support with photographs and item information.

View all details for exchange or wrong item

Who can start it	The buyer starts the request with the merchant; the merchant decides the applicable remedy under its policy.
Evidence	Order number, photographs, item description and delivery information.

Return parcel in transit

Carrier website or 17TRACK using the return tracking number.

View all details for return parcel in transit

What tracking proves	It shows available transport events for the return parcel.
What it does not prove	It does not prove warehouse receipt, inspection, approval or refund release.

Refund pending

Merchant case and payment account statement.

View all details for refund pending

Dependency	Merchant approval, returned-item handling and payment-channel processing can all affect the status.
Customer action	Give the merchant the return tracking and case reference, then check the original payment method.

Gift or guest return

Purchaser, gift workflow or merchant support.

View all details for gift or guest return

Identifier needed	Gift or order reference, recipient details and any return authorization supplied by the merchant.
Limitation	The recipient may need the purchaser or merchant to access order-specific financial information.

Customer Service and Escalation

For a consumer order, contact the store or seller shown on the receipt. ShipperHQ's official website is appropriate for questions about the ShipperHQ platform, while the merchant and carrier handle order-specific and delivery-specific events.

Customer Service

Channel

Best for

Merchant order page or support

Order status, cancellation, item issue, return, refund or seller responsibility.

View all details for merchant order page or support

Prepare	Order number, account email, shipping address, seller name, tracking number, latest event, photographs and return case reference.
Who should use it	The buyer, gift recipient with available order details or purchaser.
Limitation	Contact information depends on the merchant that sold the goods.

Carrier support

Transport scans, delivery attempts, address instructions and proof of delivery.

View all details for carrier support

Prepare	Carrier tracking number, delivery address, latest scan and photographs or proof-of-delivery information.
Who should use it	The recipient or merchant, depending on the carrier's process.
Limitation	The carrier generally cannot authorize the merchant's refund or exchange.

ShipperHQ official website

Platform, merchant shipping-configuration or product questions.

View all details for ShipperHQ official website

Where to access it	ShipperHQ official website.
Prepare	Business account context, platform, carrier configuration and a description of the platform issue.
Limitation	ShipperHQ support is not a substitute for the consumer seller's order, return or refund support.

17TRACK

Viewing carrier events when a supported tracking number is available.

View all details for 17TRACK

Prepare	Carrier tracking number and the latest event.
Limitation	17TRACK cannot access private order records, change delivery instructions, contact the seller or issue a refund.

FAQ

Basic FAQs

1. How do I track my ShipperHQ order?

ShipperHQ is usually the shipping platform behind a merchant checkout, so track the purchase through the store's order page or shipment email and then use the carrier tracking number with the carrier or 17TRACK.

2. Where do I find the tracking number for a ShipperHQ order?

Find it in the merchant's shipment email, account order details, delivery notice or carrier receipt; the merchant creates the buyer-facing shipment record.

3. Can I track a ShipperHQ order number on 17TRACK?

Usually no, because a merchant order number identifies the purchase while 17TRACK uses a carrier tracking number to retrieve transport events.

4. What should I do if there is no tracking number?

Ask the store that charged you whether the order is still being prepared or has been handed to a carrier, because ShipperHQ and 17TRACK cannot create a missing shipment reference.

5. Why is my tracking number not updating?

The label may exist before the first carrier scan, or the number may be a merchant reference; verify the carrier and ask the merchant to confirm handoff.

6. How long will a ShipperHQ order take to arrive?

Timing depends on the merchant's handling configuration, destination, selected carrier, product and delivery option; use the checkout estimate and later carrier events for the specific purchase.

7. What if my package says delivered but I cannot find it?

Check the recorded delivery location, household members, reception desk, neighbors, delivery photo and proof of delivery, then contact the carrier and merchant without assuming that a refund is automatic.

8. Can I track a return with ShipperHQ?

Track the return carrier number through the carrier or 17TRACK when supported, while the merchant's return center controls authorization and acceptance.

9. Can 17TRACK show my refund status for a ShipperHQ order?

No; 17TRACK can show available parcel movement, but the merchant and payment channel determine refund approval and posting.

10. Who should I contact about a ShipperHQ delivery?

Contact the merchant for the order, seller, return or refund and contact the named carrier for delivery scans, attempts or transport events.

Expert FAQs

11. Does ShipperHQ sell or fulfill the products in my order?

No; ShipperHQ supplies shipping and checkout technology, while the ecommerce merchant controls the product sale, fulfillment and customer remedy.

12. Can one merchant order have multiple tracking numbers?

Yes, a merchant can configure multiple origins or split shipments, so different items may leave separately with different carriers and tracking numbers.

13. Does a ShipperHQ delivery date guarantee carrier delivery?

No; ShipperHQ helps merchants calculate and display delivery dates using configured rules and carrier information, while actual movement remains subject to fulfillment and carrier operations.

14. Who is responsible when an order is shipped by a dropshipper?

The merchant remains the buyer's order contact, while the dropshipper or origin prepares the parcel and the carrier records transport events.

15. Can ShipperHQ resolve a customs delay?

No; customs and international-carrier processes control release, so follow the carrier or merchant instructions for documents, duties or taxes.

16. Does a return tracking scan prove that my refund was approved?

No; the scan proves movement of the return parcel, while the merchant must receive and process the return before the payment channel posts an eligible refund.

17. Can a gift recipient use ShipperHQ to access the purchaser's order?

No; a gift recipient generally needs the purchaser or merchant to provide a shipment link or tracking number because private order access belongs to the purchaser's account.

18. Why can a checkout show shipping choices without showing a carrier tracking number?

Checkout rates and delivery options can be calculated before fulfillment, whereas a carrier tracking number is normally created or assigned when the merchant prepares the shipment.