BIG Smart Tracking

Please enter the BIG Smart tracking number to check the latest shipping status.

TRACK

About Big Smart

Big Smart is a Mexico-focused logistics and technology company that operates middle-mile and last-mile transportation solutions. Its consumer parcel activity is centered on BIG Pack, while BIG Move provides dedicated transportation and Big Smart Order provides a transportation-management platform.

Carrier Overview

Field	Verified information
Official name	Big Smart
Official website	https://bigsmart.mx/
Carrier type	Middle-mile and last-mile parcel carrier, dedicated-transport operator, and logistics technology provider
Primary region	Mexico, with BIG Pack presence described in the principal cities of the country
Tracking page	Big Smart official package-tracking entry
Founded	2015

Carrier Entity Relationships

Entity

Entity type

Big Smart

Canonical carrier and logistics technology brand

View all details for Big Smart

Relationship to Big Smart	Big Smart operates logistics, middle-mile and last-mile transportation solutions supported by in-house technology.
Why it matters to tracking	Big Smart controls the operating scans and delivery evidence generated while a shipment is in its contracted network.
Official evidence	About Big Smart

BIG Pack

Parcel and last-mile service

View all details for BIG Pack

Relationship to Big Smart	BIG Pack is operated by Big Smart for middle-mile, last-mile, pickup, on-demand and return movements.
Why it matters to tracking	BIG Pack can produce order tracking, ETA notifications, route visibility and digital delivery evidence.
Official evidence	BIG Pack service page

BIG Move

Dedicated transportation service

View all details for BIG Move

Relationship to Big Smart	BIG Move is a dedicated fleet solution administered by Big Smart through a digital platform.
Why it matters to tracking	Its satellite tracking and online monitoring are primarily business-operational tools rather than a standard consumer parcel product.
Official evidence	BIG Move service page

Big Smart Order

Transportation Management System

View all details for Big Smart Order

Relationship to Big Smart	Big Smart Order is a SaaS platform that plans and optimizes middle-mile and last-mile logistics operations.
Why it matters to tracking	A platform order or merchant reference may identify an order without necessarily being the same identifier used on a consumer tracking page.
Official evidence	Big Smart services overview

Merchant or ecommerce client

Contracting shipper and order-data source

View all details for merchant relationships

Relationship to Big Smart	The merchant submits orders through an integration and releases parcels from a store, delivery station or other agreed pickup point.
Why it matters to tracking	The merchant remains the best source for a missing tracking number, order correction, purchase refund or product-content dispute.
Official evidence	BIG Pack operating flow

17TRACK

Independent multi-carrier tracking platform

View all details for the 17TRACK relationship

Relationship to Big Smart	17TRACK can present carrier events that are available to its tracking network; it does not transport Big Smart shipments.
Why it matters to tracking	17TRACK is useful for consolidated tracking, while delivery changes, investigations and commercial remedies remain with Big Smart or the merchant.
Official evidence	17TRACK API documentation

Quick Answer

To track a Big Smart package, copy the shipment tracking number from the merchant’s shipping message and enter it through the official Big Smart tracking entry or 17TRACK. If no result appears, first remove accidental spaces, confirm that the value is a shipment number rather than a store order number, and ask the merchant whether the parcel has been physically released to Big Smart.

Pro Tip: A digital order can exist before Big Smart collects the physical package. Treat an order-created or notification-only result as pre-shipment until a pickup, receipt or movement event appears.

17TRACK is an independent tracking platform. It cannot change an address, schedule a driver, approve a claim, issue a merchant refund or alter the delivery outcome.

How to Track Big Smart Packages

Use the exact shipment identifier supplied after dispatch. Official tracking is best for Big Smart-specific delivery information, while 17TRACK is convenient when an ecommerce order involves multiple carriers.

Open the shipping confirmation, delivery notification or merchant order page.
Copy the field labeled tracking number, shipment number, guide number or tracking ID.
Open the Big Smart website and select the package-tracking option.
Paste the identifier exactly as issued and review the latest event, ETA and delivery evidence made available for that order.

17TRACK path:

Open 17TRACK and enter the shipment identifier.
Use automatic carrier detection when available; if detection is ambiguous, select Big Smart manually.
Compare the latest timestamp and event location with the merchant’s notification.
Use Big Smart support—not 17TRACK—when an operational correction or investigation is required.

Where Each Identifier Comes From

Identifier	How to use it
Big Smart tracking number	Use for carrier tracking and package-support requests.
Merchant order number	Use with the seller for payment, item, cancellation or refund questions; it may not work in carrier tracking.
Merchant reference	Use to help the merchant find the transaction and map it to the shipment identifier.
Delivery notification link	Open the link sent for the specific delivery; BIG Pack describes notifications containing an ETA and route-following link.
Driver or route identifier	Treat as operational data unless the merchant or Big Smart explicitly labels it as the trackable shipment number.

Tracking Number Formats and Examples

Use the complete identifier supplied by the merchant or Big Smart. The cited Big Smart service pages explain order-level tracking and API integration but do not define a universal public prefix, fixed length, checksum or character pattern, so a prefix alone should not be used to identify the service.

Tracking Number Format

Identifier family

Normalized pattern

Big Smart shipment tracking identifier

Enter the full merchant-supplied value; remove surrounding spaces but preserve internal letters and digits.

View all details for Big Smart shipment identifiers

Length/structure	No single public structure is stated on the cited Big Smart service pages.
Issued by	Big Smart or the integrated merchant logistics system, depending on the client workflow.
Typical service/use	Consumer package tracking, support lookup and order-level visibility for BIG Pack movements.
Who sees it and where	Ecommerce buyers usually receive it in a dispatch email, SMS, merchant account or delivery notification.
Tracking scope	Events made available for the contracted Big Smart movement.
Important caveat	A value accepted by a merchant portal is not automatically a carrier tracking number. Validate it through official tracking or carrier detection.

Merchant order or reference ID

Preserve exactly as displayed, for example ORDER-XXXXXX.

View all details for merchant order references

Length/structure	Merchant-defined letters, digits or separators.
Issued by	The ecommerce seller or marketplace.
Typical service/use	Purchase lookup, payment support, item disputes and mapping to the actual shipment.
Who sees it and where	The buyer sees it on the checkout confirmation, invoice or merchant account.
Tracking scope	Merchant order history; carrier events appear only if the merchant maps the reference to a shipment.
Important caveat	If official tracking rejects this value, ask the merchant for the carrier tracking number.

Integrated API order identifier

Submit the identifier specified in the client’s current Big Smart integration.

View all details for API order identifiers

Length/structure	Defined by the commercial API or web-service integration used by the client.
Issued by	The integrated client system or Big Smart integration workflow.
Typical service/use	Order ingestion, shipment monitoring, reporting and delivery-data reconciliation.
Who sees it and where	Business users see it in an ecommerce platform, ERP, dashboard or API response.
Tracking scope	Contract-specific business visibility.
Important caveat	Businesses should use their current integration specification rather than infer an endpoint or number format from a label prefix.

Delivery-notification link token

Open the complete secure link supplied for the order; do not extract a token and assume it is a tracking number.

View all details for delivery-notification links

Length/structure	URL structure is platform-generated and can differ by implementation.
Issued by	The Big Smart delivery-notification workflow.
Typical service/use	ETA communication and route-following during active last-mile delivery.
Who sees it and where	The intended recipient sees it in the notification channel configured for the order.
Tracking scope	The delivery view associated with that notification.
Important caveat	Do not post delivery links publicly because they may expose shipment-specific information.

Tracking Statuses and Meanings

Big Smart tracking follows the order from electronic integration and pickup through route execution and digital proof of delivery. Exact event wording can differ by merchant implementation, so use the lifecycle meaning and timestamp rather than relying only on one translated label.

Status Quick Lookup

Status

Lifecycle stage

Order information received

Pre-shipment

View all details for order information received

What it means	The merchant has transmitted an order electronically; this does not prove physical collection.
Current responsible party	The merchant remains responsible for preparing and releasing the parcel until pickup occurs.
What happens next	Big Smart collects the parcel from the agreed store, station, warehouse or pickup location.
What you should do	Wait for a pickup or movement event; ask the merchant for confirmation if dispatch remains electronic-only.

Picked up or collected

Accepted

View all details for pickup

What it means	Big Smart has physically collected the shipment from the client’s nominated location.
Current responsible party	Big Smart is the operational custodian.
What happens next	The parcel enters route planning, a facility movement or direct last-mile execution.
What you should do	Monitor the next scan and the order-specific ETA.

In transit or transferred

Middle-mile movement

View all details for in-transit movement

What it means	The shipment is moving between a store, warehouse, branch, logistics center or last-mile route point.
Current responsible party	Big Smart or the contracted operation shown in the latest event.
What happens next	A facility, route-assignment or delivery event should follow.
What you should do	Compare progress with the current ETA; escalate through the merchant if the committed order window passes.

Out for delivery or on the way

Last-mile delivery

View all details for out-for-delivery status

What it means	A driver is executing the delivery route. BIG Pack describes notifying the recipient with an ETA and route-following link.
Current responsible party	The assigned Big Smart delivery operation.
What happens next	Delivery, an unsuccessful attempt or another route exception is recorded.
What you should do	Keep access clear, monitor the notification and ensure an authorized recipient is available when required.

Delivery attempt

Exception

View all details for a delivery attempt

What it means	The driver reached or attempted the delivery location but completion was not recorded.
Current responsible party	Big Smart manages the operational event; the merchant may control the next contractual instruction.
What happens next	The order may be re-routed, reattempted, held or returned according to the merchant’s service arrangement.
What you should do	Check the event reason, verify access and address details, then contact Big Smart package support or the merchant.

Delivered

Completed

View all details for delivered status

What it means	The delivery operation recorded completion.
Current responsible party	Big Smart retains delivery evidence; the merchant handles purchase-level resolution.
What happens next	Digital evidence may include geolocation, an electronic signature and photographs captured for the contracted workflow.
What you should do	If the parcel is missing, check the exact location and household or reception recipients before opening a support request.

Return movement

Return

View all details for return movement

What it means	The shipment is moving through a contracted return workflow rather than toward normal delivery.
Current responsible party	Big Smart transports the return while the merchant controls product acceptance and refund decisions.
What happens next	The parcel is transferred to the merchant’s nominated store, warehouse or return point.
What you should do	Retain the return receipt and tracking identifier, and follow the merchant’s refund process separately.

Services and Delivery Times

BIG Pack offers Same Day and Next Day last-mile formats, together with middle-mile, returns, pickup and on-demand movements. BIG Move is a dedicated fleet service. The actual promise for a consumer order comes from the merchant’s contracted lane, cutoff, capacity and delivery address.

Service Comparison

Service

Service type

BIG Pack Same Day

Last-mile parcel delivery

View all details for BIG Pack Same Day

Best for	Local ecommerce orders requiring delivery within the same service day.
Coverage	Contracted operations in principal Mexican cities.
Tracking level	Order monitoring, stage notifications, ETA communication, route visibility and digital delivery evidence.
Key size/weight condition	Shipment acceptance and vehicle assignment follow the client’s contracted operation.
Included protection/extra service	Digital delivery evidence may include electronic signature, photographs and delivery coordinates.
Main limitation	Same-day completion depends on the merchant’s eligible origin, destination, cutoff and pickup readiness.

BIG Pack Next Day

Last-mile parcel delivery

View all details for BIG Pack Next Day

Best for	Ecommerce orders planned for the next contracted delivery day.
Coverage	Contracted operations in principal Mexican cities.
Tracking level	Order-level traceability, ETA notifications and delivery evidence.
Key size/weight condition	Operational limits are established through the merchant’s service arrangement.
Included protection/extra service	Digital evidence and customer-facing delivery visibility.
Main limitation	“Next Day” refers to the contracted delivery format, not an unconditional nationwide guarantee.

BIG Pack Middle Mile

Business transfer service

View all details for BIG Pack Middle Mile

Best for	Movement between branches, warehouses and logistics centers.
Coverage	Client-defined Mexican network lanes.
Tracking level	Business operational visibility and reporting.
Key size/weight condition	Vehicle and load requirements are defined for the contracted operation.
Included protection/extra service	Route optimization, dashboards, metrics and data analysis are promoted as platform capabilities.
Main limitation	This is not necessarily a door-to-door consumer parcel service.

BIG Pack Returns

Reverse logistics

View all details for BIG Pack Returns

Best for	Ecommerce returns arranged through the merchant.
Coverage	Eligible merchant return routes in Mexico.
Tracking level	Order-level return movement where enabled by the client workflow.
Key size/weight condition	The returned item must comply with the merchant’s authorization and packaging instructions.
Included protection/extra service	Pickup and transport can be integrated into the merchant’s reverse-logistics process.
Main limitation	Carrier return delivery does not itself approve a product refund.

BIG Move

Dedicated fleet transportation

View all details for BIG Move

Best for	Companies outsourcing an exclusive fleet for store, distributor, warehouse or distribution-center movements.
Coverage	National coverage is stated for the dedicated operation.
Tracking level	Satellite tracking, online monitoring, dashboards and operational metrics.
Key size/weight condition	Vehicles are selected and equipped for the contracted cargo requirement.
Included protection/extra service	The official service page states broad-coverage transport insurance for the dedicated service.
Main limitation	BIG Move is a business fleet solution and should not be treated as a standard public parcel tariff.

Delivery Time

Service

Published delivery standard

BIG Pack Same Day

Same-day delivery format for eligible contracted orders

View delivery-time conditions for BIG Pack Same Day

Business or calendar days	The service label describes delivery within the eligible operating day; the merchant’s order window controls.
Guarantee status	Treat the displayed ETA as an estimate unless the merchant contract expressly states a guarantee.
Starts counting from	Operational acceptance and pickup within the contracted cutoff.
Main delay factors	Late order release, pickup readiness, traffic, route capacity, address access, weather and delivery exceptions.
Official source date/validity	Current BIG Pack service description.

BIG Pack Next Day

Next-day delivery format for eligible contracted orders

View delivery-time conditions for BIG Pack Next Day

Business or calendar days	The applicable operating calendar is set by the merchant’s contracted route.
Guarantee status	The service name should not be interpreted as an unconditional money-back guarantee.
Starts counting from	Pickup and acceptance of an eligible shipment.
Main delay factors	Cutoffs, weekends or holidays in the contracted schedule, remote access, route disruption and incorrect recipient data.
Official source date/validity	Current BIG Pack service description.

Middle mile, returns, on-demand and BIG Move

Lane-specific or contract-specific operating schedule

View delivery-time conditions for contracted services

Business or calendar days	Defined by the contracted route and operating plan.
Guarantee status	Refer to the client agreement and order-level commitment.
Starts counting from	Scheduled pickup or dispatch acceptance.
Main delay factors	Vehicle scheduling, origin readiness, receiving-window restrictions, route conditions and operational incidents.
Official source date/validity	Current BIG Pack and BIG Move service descriptions.

Destination Country Delivery Times

Destination Country / Region

Primary Service Type

Mexico—eligible principal-city lanes

BIG Pack Same Day or Next Day

View destination details for Mexico

Estimated Delivery Time Range	Same service day or next contracted delivery day, depending on the merchant-selected format and lane eligibility.
Average Delivery Days	Use the order-specific ETA sent for the active delivery; it is more relevant than a network-wide average.
Last-Mile Partner / Handoff Carrier	Big Smart performs the confirmed BIG Pack last-mile operation; the latest tracking event identifies the active order stage.
Customs & Clearance Tips	Domestic BIG Pack delivery does not ordinarily involve import customs. Address access, merchant cutoffs and route conditions are the principal timing checks.

Mexico—branch, warehouse and logistics-center lanes

BIG Pack Middle Mile or BIG Move

View destination details for Mexican business lanes

Estimated Delivery Time Range	Contracted route schedule based on origin, destination, receiving window and vehicle plan.
Average Delivery Days	Use the dashboard schedule and lane-specific service commitment.
Last-Mile Partner / Handoff Carrier	Big Smart administers the dedicated fleet or contracted business movement.
Customs & Clearance Tips	Domestic transfers normally focus on receiving appointments, cargo documentation and facility access rather than import clearance.

A 25-country estimate is not appropriate for this page because the verified consumer parcel offering is described as Mexican middle-mile and last-mile delivery. Use the merchant’s promised window and the latest Big Smart ETA for the specific order.

Common Tracking Problems and Solutions

Start by identifying whether the parcel is still with the merchant, physically held by Big Smart, on a delivery route or already marked complete. Responsibility changes at each stage.

Problem & Solution

Problem/status shown

Likely cause

Invalid number or no result

Order number used instead of tracking number, transcription error, or carrier data not yet activated

View actions for an invalid Big Smart number

Check first	Compare the value character by character with the dispatch message and remove surrounding spaces.
Immediate action	Try the official tracking entry and ask the merchant to identify the carrier-issued shipment number.
When to escalate	Escalate when the merchant confirms dispatch but cannot supply a working shipment identifier.
Who to contact	The merchant first; Big Smart package support after a valid tracking number is available.

Order created with no pickup event

Electronic order data exists, but the parcel may still be awaiting physical release

View actions for an order awaiting pickup

Check first	Look for an explicit collected, picked-up or movement event.
Immediate action	Ask the merchant whether the package was ready when Big Smart attended the pickup point.
When to escalate	Escalate after the merchant’s promised dispatch or delivery window is missed.
Who to contact	The merchant controls preparation and release before physical collection.

No recent update or stuck in transit

Movement between facilities, route rescheduling, operational disruption or a missed intermediate scan

View actions for a Big Smart tracking gap

Check first	Review the last physical event, location, ETA and merchant commitment.
Immediate action	Allow the current operating window to complete and save a screenshot of the last scan.
When to escalate	Escalate once the order-specific promised window has passed without a new ETA or completion event.
Who to contact	Big Smart package support for movement details; the merchant for purchase remedies.

Delivery exception or address issue

Incomplete address, access restriction, unavailable recipient, route incident or location mismatch

View actions for a delivery exception

Check first	Verify street, exterior and interior numbers, postal code, municipality, phone number and access instructions.
Immediate action	Use official package support and notify the merchant of any incorrect order data.
When to escalate	Escalate immediately when the address is materially wrong or a return movement begins.
Who to contact	Big Smart for operational status; the merchant when order data or authorization must change.

Delivery attempt failed

Recipient unavailable, inaccessible location or unsuccessful completion check

View actions after a failed delivery attempt

Check first	Read the attempt reason and check for a new ETA, support instruction or return event.
Immediate action	Make the location accessible and contact support before another route decision is made.
When to escalate	Escalate when no next step appears or the parcel starts returning.
Who to contact	Big Smart package support and, when authorization is needed, the merchant.

Delivered but not received

Alternative handoff location, reception acceptance, household receipt, location confusion or incorrect completion scan

View priority actions for delivered but not received

Check first	Check the entrance, reception desk, security area, household members, authorized staff and nearby safe locations.
Immediate action	Request the available delivery evidence and compare its geolocation, signature or photograph with the correct address.
When to escalate	Escalate promptly when the evidence does not match the address or no authorized person accepted the parcel.
Who to contact	Big Smart package support for delivery evidence and the merchant for replacement or refund assessment.

Package damaged or contents missing

Handling damage, packaging failure, tampering or contents discrepancy

View actions for damage or missing contents

Check first	Photograph every side of the outer packaging, label, seals, internal packaging and affected contents.
Immediate action	Keep all packaging and notify the merchant and Big Smart package support.
When to escalate	Escalate promptly under the merchant’s purchase and transport procedures.
Who to contact	The merchant for the sales remedy; Big Smart for an operational investigation where the contracting party requests one.

Return in progress

Delivery could not be completed or the merchant initiated reverse logistics

View actions for a return movement

Check first	Identify the return reason and whether the parcel is moving to a store, warehouse or merchant facility.
Immediate action	Contact the merchant about replacement, cancellation or refund options.
Who to contact	The merchant for the purchase decision; Big Smart for current return movement.

International Shipping, Customs and Carrier Handoffs

The verified Big Smart parcel pages describe Mexican middle-mile and last-mile operations rather than a public international postal product. For a cross-border ecommerce order, Big Smart may appear only after import clearance if the merchant assigned Big Smart to the Mexican domestic leg.

International Flow

Stage

Physical custodian/responsible entity

Origin acceptance and export

Merchant-selected origin carrier

View origin and export details

Typical tracking event	Accepted, export processing or departed origin country.
What is happening	The origin carrier handles pickup, security screening, export formalities and outbound movement.
Can the tracking number change?	The merchant may later add a separate Mexican last-mile identifier.
Normal visibility gap	Events may pause during international line-haul or data exchange.
What the customer should do	Track the origin number and ask the merchant for any destination-carrier number.

International line-haul

Origin carrier, airline or freight partner selected by the merchant

View international line-haul details

Typical tracking event	Departed facility, dispatched overseas or in transit to destination.
What is happening	The shipment is moving between countries and may not receive public scans in transit.
Can the tracking number change?	Yes, if the destination operation creates a domestic identifier.
Normal visibility gap	A gap can occur between export dispatch and destination receipt.
What the customer should do	Do not interpret a scan gap alone as loss; compare it with the merchant’s delivery window.

Mexican import customs

Customs authority, broker and importing party

View Mexican import-clearance details

Typical tracking event	Arrived in destination country, submitted to customs, awaiting information or released.
What is happening	Authorities and the importing parties assess documentation, admissibility, value, tax and regulatory requirements.
Can the tracking number change?	A domestic number can be assigned before or after clearance.
Normal visibility gap	Customs processing does not have a universal completion time.
What the customer should do	Respond only through verified merchant, broker or carrier channels when documents or payment are requested.

Electronic pre-advice to Big Smart

Merchant or logistics integrator

View electronic pre-advice details

Typical tracking event	Order received or shipment information created.
What is happening	Big Smart has shipment data, but the upstream party may still hold the physical parcel.
Can the tracking number change?	The Big Smart domestic identifier may be linked to the origin number.
Normal visibility gap	No physical Big Smart movement appears until the handoff is completed and scanned.
What the customer should do	Check both identifiers and distinguish electronic data from physical acceptance.

Physical handoff to Big Smart

Big Smart after receipt scan

View physical handoff details

Typical tracking event	Collected, received, transferred or first domestic movement.
What is happening	Custody shifts to the Big Smart operating network for the contracted Mexican movement.
Can the tracking number change?	The domestic number may become the primary number for final delivery.
Normal visibility gap	A short data-synchronization interval can separate upstream release and the first domestic scan.
What the customer should do	Track the Big Smart identifier and use the origin number for earlier cross-border history.

Mexican last mile

Big Smart delivery operation

View Mexican last-mile details

Typical tracking event	On the way, out for delivery, delivery attempt or delivered.
What is happening	A domestic driver executes the delivery and records the outcome.
Can the tracking number change?	The customer may continue seeing both the origin and domestic identifiers.
Normal visibility gap	Route updates depend on the merchant’s notification and tracking implementation.
What the customer should do	Follow the current ETA and contact Big Smart only for the domestic stage it controls.

Arrival in Mexico is not the same as customs release, and electronic notice to Big Smart is not proof that Big Smart has received the parcel. Import tax, documentation and admissibility questions normally belong to the merchant, broker, importing party or customs authority.

Delivery Management and Post-shipment Options

BIG Pack supports customer notifications, an estimated arrival time, route-following visibility and digital proof of delivery. Address changes, reattempts or route changes should be requested through package support and may require merchant authorization.

Delivery Management

Option

Who can request

ETA and route-following link

Recipient through the notification supplied for an eligible order

View ETA and route-link details

Eligibility	Orders using the BIG Pack notification workflow.
Deadline/available stage	Available when the order reaches the active delivery-notification stage.
Fee	Presented as part of the contracted technology-enabled delivery workflow.
Guaranteed?	The ETA is an estimate and can move with route conditions.
Official action link	Use the shipment-specific notification or contact Big Smart.

Address or access correction request

Recipient or merchant, subject to order authorization

View address-correction details

Eligibility	Depends on shipment stage, route feasibility and the merchant’s instructions.
Deadline/available stage	Request as soon as the error is noticed and before delivery completion or return movement.
Fee	Any charge or commercial adjustment follows the merchant’s contract.
Guaranteed?	No; a parcel already assigned to a route may not be redirectable.
Official action link	Big Smart contact form

Delivery evidence request

Recipient, merchant or authorized client user

View delivery-evidence details

Eligibility	Completed BIG Pack deliveries where the contracted workflow captured digital evidence.
Deadline/available stage	After the delivered event is recorded.
Fee	Handled within the applicable merchant or client support process.
Guaranteed?	Evidence type depends on the delivery workflow and privacy controls.
Official action link	Big Smart package support

Lost, Damaged, Claims, Insurance and Refunds

A tracking inquiry, carrier investigation, transport claim and merchant refund are separate processes. Consumers should preserve evidence and contact the seller because the merchant is usually the contracting shipper and controls replacement or purchase-refund decisions.

Claims and Refunds

Process

Use when

Package tracking support request

The shipment is delayed, has an exception, or is marked delivered but cannot be located

View support-request details

Who files	The recipient or merchant can contact package support; the merchant may need to authorize a formal transport investigation.
Earliest/latest filing time	Contact support after the order-specific delivery window is missed or immediately when delivery evidence appears incorrect.
Required evidence	Tracking number, merchant order number, delivery address, latest scan, dispatch date and contact information.
Possible outcome	Status clarification, delivery-evidence review, operational investigation or referral to the merchant.
Official link	Big Smart package support

Damage or missing-content investigation

The parcel or its contents arrive damaged, opened or incomplete

View damage-investigation details

Who files	The merchant should coordinate the carrier-side process; the recipient supplies evidence.
Earliest/latest filing time	Report promptly under the merchant’s current purchase and transport terms.
Required evidence	Tracking number, photographs of all packaging layers, label, seals and contents, plus invoice or value proof.
Possible outcome	Evidence review, carrier investigation, merchant replacement, refund assessment or denial under applicable terms.
Official link	Big Smart contact form

Merchant refund or replacement

The customer seeks a purchase remedy for non-delivery, damage or wrong contents

View merchant-remedy details

Who files	The buyer files with the seller or marketplace.
Earliest/latest filing time	Follow the merchant’s buyer-protection or return window.
Required evidence	Order number, tracking history, support correspondence, payment proof and damage or non-receipt evidence.
Possible outcome	Replacement, refund, further investigation or denial under the merchant’s terms.
Official link	Use the seller or marketplace order-support channel for the purchase.

Keep the parcel, label and all packaging until the merchant or carrier confirms that inspection is unnecessary. 17TRACK cannot approve compensation, insurance claims, postage refunds or ecommerce refunds.

Shipping Restrictions and Special Handling

Before tendering regulated or special-handling goods, the merchant should disclose the contents and obtain shipment-specific acceptance from Big Smart. Acceptance depends on the contracted vehicle, route, packaging and applicable Mexican transport rules.

Shipping Restrictions

Customer Service

Use the official contact form for package questions and include the tracking number. The English contact page lists telephone support Monday through Saturday from 09:00 to 18:00.

Customer Service

Channel

Verified contact/link

Official package tracking

Big Smart package-tracking entry

View official tracking channel details

Best for	Latest shipment events, ETA and delivery status.
Region/language	Mexico; official website content is available in Spanish with some English pages.
Hours and time zone	Online access.
Information to prepare	Full tracking number.
Important limitation	An order number may fail if it is not mapped to the carrier tracking identifier.

Online contact form

Big Smart contact form

View online support details

Best for	Package help, tracking questions and commercial inquiries.
Region/language	Mexico; English and Spanish site paths are available.
Hours and time zone	Form submission is available online; response timing depends on support handling.
Information to prepare	Contact type, tracking number, message, merchant and current shipment issue.
Important limitation	The form separates package assistance from commercial information.

Telephone

55 8880 0955

View Big Smart telephone details

Best for	Time-sensitive package questions and contact-form follow-up.
Region/language	Mexico; prepare the request in Spanish when possible.
Hours and time zone	Monday–Saturday, 09:00–18:00; the official page does not label a time zone, so confirm local operating time when calling.
Information to prepare	Tracking number, recipient name, address, dispatch date and latest event.
Important limitation	Purchase refunds and product disputes remain with the merchant.

Big Smart locations

Puntos Big location finder

View location-finder details

Best for	Finding an available Big Smart point by Mexican state.
Region/language	Mexico; Spanish.
Hours and time zone	Check the selected point’s current information before travel.
Information to prepare	State, tracking number and reason for visiting.
Important limitation	A listed point should not be assumed to accept every pickup, return or package-support task.

Pro Tip: Prepare the tracking number, merchant order number, dispatch date, complete address, service format, latest scan, contents description, value proof and photographs before requesting escalation.

Ecommerce and Business Tracking

Big Smart describes API and web-service integration, dashboards, delivery metrics, order monitoring, ETA notifications and digital proof of delivery for commercial clients. 17TRACK serves a different role by normalizing visibility across multiple carriers.

Developer/API Comparison

Option

Provider

Consumer package tracking

Big Smart

View consumer tracking details

Carrier coverage	Big Smart shipment visibility.
Primary use	Individual package lookup by a recipient.
Authentication	Shipment identifier entered through the official tracking experience.
Tracking/batch/webhook capability	Consumer tracking rather than a multi-carrier developer workflow.
Current developer documentation	Big Smart official website
Migration/deprecation note	Consumer users should use the current website entry rather than undocumented endpoints.

Commercial API or web-service integration

Big Smart

View Big Smart commercial integration details

Carrier coverage	Big Smart orders and contracted logistics operations.
Primary use	Order ingestion, ecommerce or ERP integration, tracking, reporting and operational visibility.
Authentication	Use the current credentials and specification supplied through the client integration process.
Tracking/batch/webhook capability	BIG Pack confirms API and web-service integration, dashboards and order-level monitoring; exact technical capabilities depend on the client implementation.
Current developer documentation	Request current integration documentation from Big Smart.
Migration/deprecation note	Validate the current specification during onboarding before building against an older client document.

Multi-carrier Tracking API

17TRACK

View 17TRACK API details

Carrier coverage	Multiple carriers through one integration.
Primary use	Registration, consolidated tracking, normalized statuses and multi-carrier shipment monitoring.
Authentication	17token request header.
Tracking/batch/webhook capability	Use the current 17TRACK documentation for registration and supported tracking workflows.
Current developer documentation	17TRACK API documentation
Migration/deprecation note	Implement the current documented API version and review change notices before deployment.

Big Smart Tracking FAQ

Basic FAQs

1. How do I track my Big Smart package?

Enter the shipment tracking number through the official Big Smart tracking entry or use 17TRACK to view available events. Use Big Smart support if you need an operational correction rather than tracking visibility.

2. Where can I find my Big Smart tracking number?

Look in the merchant’s dispatch email, SMS, account page or delivery notification. If you only have an order number, ask the merchant to map it to the Big Smart shipment identifier.

3. What does a Big Smart tracking number look like?

Use the complete identifier exactly as supplied because Big Smart’s cited public service pages do not define one universal prefix or length. A merchant order number and a carrier tracking number are not automatically interchangeable.

4. When will the first Big Smart tracking event appear?

The first physical event should appear after Big Smart collects or receives the parcel. Electronic order creation can occur earlier and does not prove that Big Smart has physical custody.

5. Why is my Big Smart tracking not updating?

A gap can occur during facility transfer, route planning, operational disruption or data synchronization. Check the last physical scan and escalate when the order-specific delivery window passes without a new ETA.

6. How long does Big Smart delivery take?

BIG Pack offers Same Day and Next Day formats for eligible contracted orders. The merchant’s lane, cutoff, pickup time, address and current ETA determine the applicable window.

7. What should I do after a failed Big Smart delivery attempt?

Check the attempt reason, verify the address and make the delivery point accessible. Contact Big Smart package support promptly, while asking the merchant to authorize changes when necessary.

8. What should I do if Big Smart says delivered but I did not receive the package?

Check entrances, reception, security staff, household members and authorized recipients first. Then request available delivery evidence and contact the merchant if the recorded geolocation, signature or photograph does not match.

9. How do I report a lost or damaged Big Smart package?

Contact the merchant and Big Smart package support with the tracking number and evidence. For damage, retain all packaging and photograph the label, seals, outer box, internal packaging and contents.

10. How do I contact Big Smart customer service?

Use the official contact form or call 55 8880 0955 during the listed Monday–Saturday, 09:00–18:00 service hours. Prepare the tracking number, address and latest event before contacting support.

Expert FAQs

11. Is a Big Smart ETA a guaranteed delivery time?

No, an ETA is an operational estimate unless the merchant’s contract expressly creates a guarantee. Route conditions, pickup readiness, traffic, weather, address access and exceptions can change the displayed arrival time.

12. What is the difference between Big Smart order creation and physical acceptance?

Order creation means shipment data entered the platform, while physical acceptance means Big Smart collected or received the parcel. The merchant remains the physical custodian until the handoff occurs.

13. How does a cross-border shipment hand off to Big Smart in Mexico?

The origin carrier and importing parties handle the international and customs stages before a Mexican domestic handoff. Big Smart becomes responsible for its contracted leg only after physical receipt, which may use a separate domestic tracking identifier.

14. Can an origin tracking number and a Big Smart number refer to the same package?

Yes, a merchant can associate an upstream number with a Big Smart domestic identifier. Track both when necessary because one may show international history while the other shows Mexican last-mile events.

15. What delivery evidence can Big Smart capture?

BIG Pack describes digital evidence that can include delivery coordinates, an electronic signature and photographs used by the contracted workflow. Access to particular evidence depends on authorization and privacy controls.

16. Who can change a Big Smart delivery address?

Big Smart can assess an operational request, but the merchant may need to authorize a material address change. Request correction before the parcel is delivered or placed into a return movement.

17. Does Big Smart operate a public international postal service?

The verified service pages describe Mexican middle-mile, last-mile and dedicated transport rather than a public international postal product. For an imported ecommerce parcel, identify the origin carrier, customs stage and Mexican last-mile identifier separately.

18. Can businesses integrate Big Smart tracking through an API?

Yes, Big Smart describes API and web-service integration for commercial operations. Businesses should request the current specification and credentials directly because the cited service material does not expose a public tracking endpoint or authentication example.

19. When should a business use 17TRACK instead of a Big Smart integration?

Use 17TRACK when the business needs one tracking workflow across multiple carriers. Use the Big Smart commercial integration for carrier-specific order ingestion, contracted operational data and delivery evidence.

20. Can the Big Smart service type be identified from the tracking-number prefix?

A prefix alone is not a reliable service classifier because no universal public prefix-to-service mapping is stated in the cited Big Smart pages. Confirm the service through official tracking, the merchant’s shipping confirmation or carrier detection.

Tracking API

Big Smart promotes commercial API and web-service integration, but the cited official pages do not publish a current public tracking endpoint, request method or authentication scheme. Request the active technical specification from Big Smart. For multi-carrier tracking, use the current 17TRACK API documentation. The Big Smart carrier code should remain a placeholder until it is verified in current 17TRACK carrier data.

# 1. Big Smart official tracking API
# Current public official tracking API not confirmed.
# Request the active endpoint, method, authentication and schema
# through https://bigsmart.mx/en/contact-us/

# 2. 17TRACK multi-carrier API
curl --request POST \
  --url https://api.17track.net/track/v2.4/register \
  --header '17token: YourKey' \
  --header 'Content-Type: application/json' \
  --data '[
    {
      "number": "TRACKING_NUMBER",
      "carrier": "CARRIER_CODE"
    }
  ]'

# Keep CARRIER_CODE as a placeholder until the current
# Big Smart carrier code is verified in 17TRACK documentation.