Hermes Borderguru Tracking

Please enter the Hermes Borderguru tracking number to check the latest shipping status.

TRACK

About Hermes BorderGuru

Hermes BorderGuru is a cross-border ecommerce logistics and technology provider associated with the Hermes logistics ecosystem. For tracking, Hermes BorderGuru is best understood as a cross-border service coordinator: it may create shipment data, arrange export transport, connect customs and delivery partners, and surface milestone events, while a different carrier may physically hold the parcel at a specific stage.

Core Profile

Field	Verified information
Official name	Hermes BorderGuru; the legal entity is commonly referenced as Hermes BorderGuru GmbH where a legal company name is required.
Official website	https://hermesborderguru.io/
Carrier type	Cross-border ecommerce logistics provider, transport organizer, customs-data coordinator and tracking-data source; not always the final-mile delivery company.
Primary region	Europe-focused cross-border ecommerce flows with international destination coverage through partner networks.
Tracking page	Hermes BorderGuru official website; if a merchant provides a dedicated tracking link, use the exact link in the shipment email.
Parent organization	Hermes logistics ecosystem; current public pages should be checked for the precise corporate relationship before using it in contracts.
Founded	Not publicly confirmed on the current official tracking-facing pages reviewed for this guide.
Headquarters	Not publicly confirmed on the current official tracking-facing pages reviewed for this guide.

Pro Tip: If your tracking email mentions Hermes BorderGuru but the parcel is delivered by another carrier, track both identifiers when available. Hermes BorderGuru may be the cross-border coordinator, while the final delivery scan may come from a local postal or parcel carrier.

Carrier Entity Relationships

Entity

Relationship summary

Hermes BorderGuru

Hermes BorderGuru is the canonical carrier entity for this tracking page.

View all details for Hermes BorderGuru

Entity type	Cross-border ecommerce logistics provider.
Why it matters to tracking	The Hermes BorderGuru name may appear before the parcel has reached a local delivery carrier.
Official evidence	Hermes BorderGuru official website and shipment links supplied by merchants.

Cross-border ecommerce services

Hermes BorderGuru services connect merchant shipment data, international transport, customs data and destination delivery partners.

View all details for cross-border ecommerce services

Entity type	Operated or coordinated service family.
Why it matters to tracking	Some events are data or partner events rather than direct physical scans by Hermes BorderGuru.
Official evidence	Hermes BorderGuru official website and merchant-facing cross-border descriptions.

Merchant or online store

The merchant usually creates the order, transmits shipment data and decides refund or replacement actions.

View all details for merchant relationship

Entity type	Seller, shipper or ecommerce platform.
Why it matters to tracking	Order numbers and refund requests normally belong to the merchant, not Hermes BorderGuru.
Official evidence	Shipment emails, order pages and merchant help centers.

Destination carrier

A postal operator, parcel carrier or regional delivery partner may perform the final-mile delivery after import handoff.

View all details for destination carrier relationship

Entity type	International or last-mile partner.
Why it matters to tracking	After handoff, delivery attempts, pickup points and proof of delivery may be controlled by the destination carrier.
Official evidence	Tracking events on official shipment links and local carrier scans.

17TRACK

17TRACK independently aggregates available Hermes BorderGuru and partner tracking events when a supported identifier is submitted.

View all details for 17TRACK relationship

Entity type	Independent multi-carrier tracking platform.
Why it matters to tracking	17TRACK can help identify carrier handoffs but cannot change addresses, approve claims, refund orders or physically move parcels.
Official evidence	17TRACK carrier tracking and 17TRACK API documentation.

Quick Answer

To track a Hermes BorderGuru package, enter the tracking number from the merchant shipping email, order page or Hermes BorderGuru tracking link on the official tracking page provided by the merchant, or enter it on 17TRACK. If the result is empty, first check whether you entered an order number instead of a parcel tracking number, whether the merchant has only created a label, and whether a destination-carrier number is also shown.

Need	Best next step
Consumer wants status	Use the tracking number from the shipment email on 17TRACK and on the merchant-provided Hermes BorderGuru link.
No result found	Remove spaces, check for copied punctuation, confirm it is not an order ID, and wait for the first physical scan if the merchant just shipped.
Delivery issue or refund	Contact the merchant for order remedies and the current delivery carrier for local delivery instructions; 17TRACK does not transport parcels or issue refunds.

How to Track Hermes BorderGuru Packages

Hermes BorderGuru tracking usually starts from the parcel identifier sent by the online store. Because cross-border parcels may move through several partners, the same order can have a Hermes BorderGuru identifier, a merchant reference and a final-mile carrier number.

Open the shipping confirmation from the merchant and copy the tracking number, not the order number.
Track with the merchant-provided Hermes BorderGuru link or the official website at https://hermesborderguru.io/.
Track the same number on 17TRACK to check whether partner events or a destination-carrier handoff can be recognized.
If a second local carrier number appears, use that number with the destination carrier for delivery appointment, pickup, proof of delivery or missed-delivery questions.
If you have no tracking number, ask the merchant to confirm dispatch, the logistics provider, and the parcel identifier actually handed to Hermes BorderGuru.

Identifier	How to use it
Tracking number	Use for parcel tracking on Hermes BorderGuru, 17TRACK and sometimes the destination carrier.
Order number	Use with the merchant for payment, refund, replacement or order support; it may not return carrier events.
Reference number	May identify a merchant shipment batch or customer order; track only if the official link explicitly accepts it.
Last-mile tracking ID	Use after the destination carrier receives or pre-advises the parcel, especially for delivery attempt and pickup events.

Tracking Number Formats and Examples

Hermes BorderGuru does not publish a single universal consumer tracking-number rule that can safely identify every shipment. Treat the examples below as normalized, masked identifier families seen in cross-border ecommerce workflows, not as a guarantee that a prefix alone proves service type or custody.

Tracking Number Format

Identifier family

Normalized pattern

Hermes BorderGuru shipment identifier

Alphanumeric masked example: HBG #### #### XX

View all details for Hermes BorderGuru shipment identifier

Length/structure	Official public pages do not confirm one fixed length; remove spaces and punctuation before searching.
Issued by	Hermes BorderGuru or merchant shipping systems integrated with Hermes BorderGuru.
Typical service/use	Cross-border ecommerce shipment reference and tracking lookup.
Who sees it and where	Online buyers usually see it in the shipping email, order page or merchant tracking portal.
Tracking scope	May show pre-advice, export, international movement and partner handoff events when available.
Important caveat	A Hermes BorderGuru-recognized number does not prove Hermes BorderGuru physically has the parcel at every stage.

Merchant order or reference ID

Store-specific masked example: ORDER ######

View all details for merchant order or reference ID

Length/structure	Varies by merchant and may include letters, digits or marketplace prefixes.
Issued by	Merchant, marketplace or ecommerce platform.
Typical service/use	Order support, refund, invoice and customer-service lookup.
Who sees it and where	Shown on the order confirmation, invoice and account order history.
Tracking scope	Usually not a parcel tracking number unless the merchant portal maps it internally.
Important caveat	If 17TRACK or the carrier returns no result, ask the merchant for the logistics tracking number.

Destination-carrier parcel number

Carrier-specific masked example: 00## #### #### ####

View all details for destination-carrier parcel number

Length/structure	Depends on the local postal or parcel carrier; may be numeric or alphanumeric.
Issued by	Destination carrier, last-mile partner or a partner label platform.
Typical service/use	Final-mile delivery, pickup, missed-delivery handling and proof of delivery.
Who sees it and where	May appear after import handoff on the Hermes BorderGuru tracking page, merchant page or local carrier site.
Tracking scope	Strongest for destination-country scans after the local carrier receives electronic pre-advice or the physical item.
Important caveat	The local carrier number may not show early export events.

UPU S10 postal identifier

AA ######### CC

View all details for UPU S10 postal identifier

Length/structure	Two service-indicator letters, nine digits including a check digit, and a two-letter origin country code.
Issued by	A designated postal operator or postal partner, not necessarily Hermes BorderGuru.
Typical service/use	International postal parcels, registered mail and EMS-type services when a postal lane is used.
Who sees it and where	Cross-border buyers may see it in marketplace tracking or after postal handoff.
Tracking scope	Postal exchange and destination postal scans where participating postal operators exchange data.
Important caveat	If Hermes BorderGuru can query an S10 number, that still does not mean Hermes BorderGuru issued the number.

GS1 SSCC or logistics unit code

18-digit logistics-unit structure

View all details for GS1 SSCC or logistics unit code

Length/structure	GS1 Serial Shipping Container Code used for logistics units; exact consumer visibility depends on the shipper.
Issued by	Merchant, warehouse, 3PL or label system with a GS1 company prefix.
Typical service/use	Warehouse, pallet, carton or logistics-unit identification.
Who sees it and where	Usually business users, warehouses or B2B documents rather than retail recipients.
Tracking scope	Internal logistics visibility if mapped to parcel tracking.
Important caveat	An SSCC is not automatically a public parcel tracking number.

Tracking Statuses and Meanings

Hermes BorderGuru tracking events should be read as a lifecycle: data creation, physical acceptance, export processing, cross-border movement, customs or handoff, final-mile delivery and post-delivery resolution. A data event is not the same as a physical scan.

Status Quick Lookup

Status

Lifecycle stage

Shipment information received

Pre-shipment

View all details for shipment information received

What it means	The merchant or label system sent electronic data, but physical collection may not have happened.
Current responsible party	Merchant or origin warehouse until a carrier acceptance scan appears.
What happens next	Parcel is packed, collected, inducted or scanned at an origin facility.
What you should do	Wait for the first physical scan; contact the merchant if no movement follows the merchant’s dispatch promise.

Accepted or received by carrier

Accepted

View all details for accepted or received by carrier

What it means	A logistics operator has physically received the parcel or scanned it into the transport network.
Current responsible party	Origin carrier, warehouse operator or Hermes BorderGuru partner depending on the scan location.
What happens next	Sorting, consolidation and export preparation.
What you should do	Monitor movement; no action is usually needed.

In transit

Line-haul or sorting

View all details for in transit

What it means	The parcel is moving between facilities or waiting in a consolidated cross-border container.
Current responsible party	Current transport partner or hub operator.
What happens next	Export departure, arrival at destination or partner handoff.
What you should do	Allow for scanning gaps during international line-haul; escalate only when the merchant or carrier service window is exceeded.

Customs clearance in progress

Customs/Handover

View all details for customs clearance in progress

What it means	Import or export authorities, brokers or postal customs processes are reviewing data or the parcel.
Current responsible party	Customs authority, broker or destination import operator.
What happens next	Release, duty request, inspection, return or seizure depending on local rules.
What you should do	Respond quickly if the carrier, broker or merchant asks for tax ID, invoice, payment or content information.

Handed over to delivery partner

Partner handoff

View all details for handed over to delivery partner

What it means	The parcel or its electronic data has been transferred to the destination or local delivery network.
Current responsible party	Destination carrier after the first local receiving scan; before that, the exporting partner may still hold the parcel.
What happens next	Local sorting, route assignment and delivery attempt.
What you should do	Use the local tracking number if one is displayed.

Out for delivery

Final-mile delivery

View all details for out for delivery

What it means	The local carrier assigned the parcel to a delivery route.
Current responsible party	Destination carrier or courier depot.
What happens next	Delivery, pickup-point deposit, failed attempt or address exception.
What you should do	Watch for delivery instructions from the local carrier and ensure access to the address.

Delivered

View all details for delivered

What it means	The destination carrier recorded a delivery or pickup completion event.
Current responsible party	Destination carrier for proof of delivery; merchant for order remedy if the item is missing.
What happens next	No further transport events are expected unless a correction or return scan appears.
What you should do	Check safe places, household members, reception, parcel lockers and proof of delivery before opening a dispute.

Return to sender

Return

View all details for return to sender

What it means	The delivery network is returning the parcel because delivery, pickup, customs clearance or address validation failed.
Current responsible party	Current carrier in the return lane and the merchant as shipper.
What happens next	Return transport to a merchant, warehouse or returns processor.
What you should do	Contact the merchant; recipient-initiated interception may not be available once return processing starts.

Services and Delivery Times

Hermes BorderGuru delivery time depends on the merchant origin, export consolidation, destination country, customs, destination carrier and service selected by the seller. Public consumer pages do not publish one universal guaranteed transit time for every lane.

Service Comparison

Service

Service type

Cross-border parcel delivery

International ecommerce parcel coordination

View all details for cross-border parcel delivery

Best for	Online stores shipping consumer orders internationally.
Coverage	Lane-specific international coverage through partner networks.
Tracking level	Milestone tracking with possible partner events.
Key size/weight condition	Determined by merchant contract and operating partner rules.
Included protection/extra service	Not publicly confirmed as a universal consumer entitlement.
Main limitation	Final-mile options are controlled by destination partners.

Customs and data support

Cross-border documentation workflow

View all details for customs and data support

Best for	Merchants that need shipment data, product data and customs information transmitted to logistics partners.
Coverage	Depends on destination customs requirements and merchant integration.
Tracking level	May create customs-related events, holds or clearance milestones.
Key size/weight condition	Subject to destination import and carrier restrictions.
Included protection/extra service	Data handling is not the same as customs release guarantee.
Main limitation	Customs authorities decide inspections, taxes and release.

Returns support

Ecommerce reverse-logistics coordination

View all details for returns support

Best for	Merchants managing international returns from buyers.
Coverage	Merchant- and country-specific.
Tracking level	Return label and partner-return events when integrated.
Key size/weight condition	Destination and return-carrier rules apply.
Included protection/extra service	Refund policy remains the merchant’s responsibility.
Main limitation	A returned parcel may use a different identifier from the outbound shipment.

Delivery Time

Service

Published delivery standard

Cross-border parcel delivery

No single universal public consumer standard confirmed; varies by lane, merchant contract, customs and partner carrier.

View all details for cross-border parcel delivery time

Business or calendar days	Usually discussed as transit days by logistics partners; consumer-facing guaranteed basis is not publicly confirmed.
Guarantee status	Not confirmed as a public money-back guarantee.
Starts counting from	Use the first physical acceptance or export-processing scan, not only label creation.
Main delay factors	Warehouse dispatch, export consolidation, airline capacity, customs, taxes, address quality, remote delivery and peak season.
Official source date/validity	Use current Hermes BorderGuru and merchant shipping pages for contract-specific promises.

Returns support

No universal public standard confirmed; depends on return label, local drop-off and merchant processing.

View all details for returns support time

Business or calendar days	Lane-specific.
Guarantee status	Not publicly confirmed.
Starts counting from	Return-carrier acceptance or first return scan.
Main delay factors	Customer drop-off timing, export/import return processing, consolidation and merchant warehouse check-in.
Official source date/validity	Use the merchant return portal and label instructions.

Destination Country Delivery Times

Destination Country / Region

Estimated Delivery Time Range

United States

8–20 business days; Average ~13 days

View all details for United States

Primary Service Type	Cross-border ecommerce parcel with postal or parcel final mile.
Last-Mile Partner / Handoff Carrier	USPS or a regional parcel partner may appear depending on merchant routing.
Customs & Clearance Tips	CBP entry, tax treatment and last-mile induction can create a scan gap after arrival.

Canada

9–22 business days; Average ~15 days

View all details for Canada

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Canada Post or parcel partner.
Customs & Clearance Tips	Duties, taxes and remote provinces can extend final-mile time.

United Kingdom

5–14 business days; Average ~9 days

View all details for United Kingdom

Primary Service Type	Europe-origin cross-border parcel.
Last-Mile Partner / Handoff Carrier	Royal Mail, Evri or another local parcel partner may be used.
Customs & Clearance Tips	Post-Brexit import data quality and VAT handling are common causes of holds.

Germany

2–7 business days; Average ~4 days

View all details for Germany

Primary Service Type	Domestic or intra-Europe parcel depending on origin.
Last-Mile Partner / Handoff Carrier	Hermes Germany or other German parcel carrier depending on routing.
Customs & Clearance Tips	EU domestic movements usually avoid import clearance; non-EU origins require import processing.

France

4–12 business days; Average ~8 days

View all details for France

Primary Service Type	EU cross-border ecommerce parcel.
Last-Mile Partner / Handoff Carrier	La Poste, Colissimo or parcel partner.
Customs & Clearance Tips	Non-EU imports can require VAT data and customs presentation.

Spain

5–14 business days; Average ~9 days

View all details for Spain

Primary Service Type	EU cross-border parcel.
Last-Mile Partner / Handoff Carrier	Correos or parcel partner.
Customs & Clearance Tips	Canary Islands, Ceuta and Melilla have different customs handling from mainland Spain.

Italy

5–15 business days; Average ~10 days

View all details for Italy

Primary Service Type	EU cross-border parcel.
Last-Mile Partner / Handoff Carrier	Poste Italiane, SDA or parcel partner.
Customs & Clearance Tips	Address completeness and local depot routing are frequent delivery factors.

Netherlands

3–10 business days; Average ~6 days

View all details for Netherlands

Primary Service Type	EU cross-border parcel.
Last-Mile Partner / Handoff Carrier	PostNL or parcel partner.
Customs & Clearance Tips	EU VAT data accuracy reduces clearance queries for non-EU goods.

Belgium

3–10 business days; Average ~6 days

View all details for Belgium

Primary Service Type	EU cross-border parcel.
Last-Mile Partner / Handoff Carrier	bpost or parcel partner.
Customs & Clearance Tips	Language-specific address formats and pickup-point routing can affect delivery notices.

Austria

3–9 business days; Average ~6 days

View all details for Austria

Primary Service Type	EU cross-border parcel.
Last-Mile Partner / Handoff Carrier	Austria Post or parcel partner.
Customs & Clearance Tips	Alpine and rural delivery points may add routing time.

Switzerland

5–14 business days; Average ~9 days

View all details for Switzerland

Primary Service Type	Non-EU European import parcel.
Last-Mile Partner / Handoff Carrier	Swiss Post or parcel partner.
Customs & Clearance Tips	Swiss import VAT and customs presentation may apply even for nearby EU origins.

Poland

4–12 business days; Average ~8 days

View all details for Poland

Primary Service Type	EU cross-border parcel.
Last-Mile Partner / Handoff Carrier	Poczta Polska, InPost or parcel partner.
Customs & Clearance Tips	Parcel locker routing can change the final delivery event wording.

Sweden

5–14 business days; Average ~9 days

View all details for Sweden

Primary Service Type	Nordic cross-border parcel.
Last-Mile Partner / Handoff Carrier	PostNord or parcel partner.
Customs & Clearance Tips	Tax notification and pickup-point handoff can create recipient action requirements.

Denmark

4–12 business days; Average ~8 days

View all details for Denmark

Primary Service Type	Nordic cross-border parcel.
Last-Mile Partner / Handoff Carrier	PostNord or parcel partner.
Customs & Clearance Tips	Pickup-point delivery is common; watch local notifications.

Norway

6–16 business days; Average ~11 days

View all details for Norway

Primary Service Type	Non-EU Nordic import parcel.
Last-Mile Partner / Handoff Carrier	Posten Norge or parcel partner.
Customs & Clearance Tips	VOEC or import VAT data can affect release and tax collection.

Japan

8–20 business days; Average ~13 days

View all details for Japan

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Japan Post or parcel partner.
Customs & Clearance Tips	Accurate product description and value help reduce customs queries.

South Korea

8–22 business days; Average ~14 days

View all details for South Korea

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Korea Post or parcel partner.
Customs & Clearance Tips	Personal customs code or recipient data may be requested for import release.

Australia

9–24 business days; Average ~16 days

View all details for Australia

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Australia Post or parcel partner.
Customs & Clearance Tips	Biosecurity screening and remote-area delivery can extend delivery.

New Zealand

10–25 business days; Average ~17 days

View all details for New Zealand

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	NZ Post or parcel partner.
Customs & Clearance Tips	Biosecurity and import GST handling can add processing time.

Singapore

7–18 business days; Average ~12 days

View all details for Singapore

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	SingPost or parcel partner.
Customs & Clearance Tips	GST treatment and accurate consignee contact details matter for release.

Malaysia

8–22 business days; Average ~15 days

View all details for Malaysia

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Pos Malaysia or parcel partner.
Customs & Clearance Tips	Duty/tax review and local address formatting can affect delivery.

United Arab Emirates

7–18 business days; Average ~12 days

View all details for United Arab Emirates

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Emirates Post or parcel partner.
Customs & Clearance Tips	Recipient phone number and address precision are important for courier contact.

Saudi Arabia

9–24 business days; Average ~16 days

View all details for Saudi Arabia

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Saudi Post SPL or parcel partner.
Customs & Clearance Tips	Tax ID, phone contact and customs value can affect clearance.

Brazil

15–45 business days; Average ~28 days

View all details for Brazil

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Correios or parcel partner.
Customs & Clearance Tips	CPF/CNPJ and import tax processing are common causes of recipient action and delay.

Mexico

10–30 business days; Average ~19 days

View all details for Mexico

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	Correos de México or parcel partner.
Customs & Clearance Tips	Customs inspection and local routing can produce long gaps between import and delivery scans.

South Africa

14–40 business days; Average ~25 days

View all details for South Africa

Primary Service Type	International ecommerce parcel.
Last-Mile Partner / Handoff Carrier	South African Post Office or parcel partner.
Customs & Clearance Tips	Customs and local network capacity can be the main source of variability.

The destination table gives operational planning estimates, not official Hermes BorderGuru guarantees. Actual results can move outside these ranges because of merchant dispatch speed, customs checks, missing recipient data, partner handoff timing, weather, holidays and peak-season congestion.

Common Tracking Problems and Solutions

Most Hermes BorderGuru tracking problems come from identifier confusion, pre-shipment data, cross-border scan gaps, customs requests or final-mile handoff. The right contact depends on who currently controls the parcel.

Problem & Solution

Problem/status shown

Likely cause

Invalid number

Order ID entered, typo, unsupported identifier or not yet transmitted.

View all details for invalid number

Check first	Copy the number without spaces, punctuation or labels such as “Order”.
Immediate action	Try 17TRACK automatic carrier detection and the merchant tracking link.
When to escalate	If the merchant says the parcel shipped but cannot provide a carrier tracking number.
Who to contact	Merchant first.

No tracking updates

Label created but parcel not physically accepted, or early export scans are delayed.

View all details for no tracking updates

Check first	Dispatch date, warehouse processing time and whether a first physical scan exists.
Immediate action	Wait for induction if the order was just shipped.
When to escalate	When the merchant’s stated dispatch or delivery window has passed.
Who to contact	Merchant or Hermes BorderGuru support link provided by the merchant.

Stuck in transit

International consolidation, line-haul, customs presentation or missed scan.

View all details for stuck in transit

Check first	Last country, last facility, whether it is before or after customs, and destination-carrier number.
Immediate action	Continue monitoring if the estimated delivery window has not expired.
When to escalate	After the merchant’s lane-specific delivery window or buyer-protection period is close to expiring.
Who to contact	Merchant for investigation; destination carrier if it has received the parcel.

Customs hold

Missing data, tax payment, inspection, restricted goods or value review.

View all details for customs hold

Check first	Email, SMS or local carrier notice requesting payment, tax ID or invoice.
Immediate action	Provide requested information only through official carrier, broker or government channels.
When to escalate	If no instructions are provided and the status remains unchanged beyond the normal local clearance pattern.
Who to contact	Destination carrier, customs broker or merchant.

Delivery failed

No access, incomplete address, recipient unavailable, pickup-point routing or customs charge unpaid.

View all details for delivery failed

Check first	Local carrier notice, pickup location, parcel locker code and address format.
Immediate action	Use the local carrier page to schedule redelivery or pickup if offered.
When to escalate	Before the local carrier’s holding period ends; the exact period is carrier-specific.
Who to contact	Destination carrier first, merchant if return starts.

Delivered but not received

Safe-place delivery, neighbor/reception delivery, locker delivery, wrong address, mis-scan or theft.

View all details for delivered but not received

Check first	Mailbox, parcel locker, porch, building reception, household members, neighbors and proof of delivery.
Immediate action	Contact the destination carrier quickly for delivery coordinates or proof of delivery, then notify the merchant.
When to escalate	If proof of delivery conflicts with your address or the merchant dispute window is approaching.
Who to contact	Destination carrier for delivery proof; merchant for refund or replacement.

Lost or damaged

Network loss, damaged packaging, missing contents or unscanned return.

View all details for lost or damaged

Check first	Photos, packaging, invoice, value proof and the last scan location.
Immediate action	Preserve packaging and contact the merchant because the merchant is usually the shipping customer.
When to escalate	When the merchant or carrier investigation confirms loss or damage, or the buyer-protection deadline is near.
Who to contact	Merchant for refund/replacement; carrier named on the label for transport investigation where allowed.

International Shipping, Customs and Carrier Handoffs

Hermes BorderGuru cross-border tracking can involve several custodians. The tracking number may stay the same, be mapped to a partner number, or appear with both origin and final-mile identifiers.

International Flow

Stage

Physical custodian/responsible entity

Label and data creation

Merchant, warehouse or integrated shipping platform.

View all details for label and data creation

Typical tracking event	Shipment information received.
What is happening	Electronic shipment data is created and may be sent to Hermes BorderGuru or partners.
Can the tracking number change?	A partner or final-mile number may be added later.
Normal visibility gap	Until the first physical scan.
What the customer should do	Wait for dispatch confirmation or ask the merchant if no parcel scan appears.

Origin acceptance and export processing

Origin warehouse, first-mile carrier or export hub.

View all details for origin acceptance and export processing

Typical tracking event	Accepted, processed, departed origin facility.
What is happening	Parcel is sorted, consolidated and prepared for export.
Can the tracking number change?	Usually no, but a line-haul or bag identifier may be used internally.
Normal visibility gap	Between consolidation and airline or truck departure.
What the customer should do	No action unless prohibited goods or address issues are reported.

Export customs/security

Export authorities, broker or transport security process.

View all details for export customs/security

Typical tracking event	Export clearance, customs processing or departure from origin country.
What is happening	Data and goods may be checked before international departure.
Can the tracking number change?	Public tracking number usually remains, but internal manifest references can differ.
Normal visibility gap	Several days can occur during consolidation and export release.
What the customer should do	Respond if the merchant requests missing invoice or content information.

International line-haul

Airline, road carrier, consolidator or freight partner.

View all details for international line-haul

Typical tracking event	Departed, in transit, arrived at destination country.
What is happening	Parcel moves as part of a consolidated transport unit.
Can the tracking number change?	A destination-carrier number may be pre-advised before physical arrival.
Normal visibility gap	Common because containers may not receive parcel-level scans in transit.
What the customer should do	Monitor both Hermes BorderGuru and 17TRACK for partner updates.

Import customs and destination handoff

Destination customs, broker, postal operator or parcel carrier.

View all details for import customs and destination handoff

Typical tracking event	Arrived at destination, customs clearance, released, handed to delivery partner.
What is happening	Authorities assess the parcel and the destination carrier receives data or physical custody.
Can the tracking number change?	Yes, a final-mile tracking number can be created or surfaced.
Normal visibility gap	Between arrival scan, customs release and first local depot scan.
What the customer should do	Pay duties or provide documents only through official channels when requested.

Final-mile delivery

Destination postal or parcel carrier.

View all details for final-mile delivery

Typical tracking event	Out for delivery, delivery attempted, available for pickup, delivered.
What is happening	Local carrier handles route, pickup point, locker or home delivery.
Can the tracking number change?	Use the final-mile number if displayed for local actions.
Normal visibility gap	Short local depot-to-route gaps are normal.
What the customer should do	Contact the destination carrier for redelivery, pickup or proof of delivery.

Delivery Management and Post-shipment Options

Hermes BorderGuru does not publicly confirm a universal consumer portal for all delivery-management actions. Most post-shipment changes are controlled by the merchant before handoff or by the final-mile carrier after handoff.

Delivery Management

Option

Who can request

Address correction before dispatch

Merchant or shipper.

View all details for address correction before dispatch

Eligibility	Possible only before the parcel enters a locked carrier process.
Deadline/available stage	Before physical handoff or before label data is finalized.
Fee	Not publicly confirmed.
Guaranteed?	No; depends on merchant and carrier processing.
Official action link	Use the merchant order support page.

Redelivery or pickup

Recipient, if the destination carrier offers it.

View all details for redelivery or pickup

Eligibility	Only after final-mile carrier receives the parcel and posts a local event.
Deadline/available stage	Before local holding period expires.
Fee	Carrier-specific.
Guaranteed?	No; depends on route, depot and local service terms.
Official action link	Use the destination carrier tracking page shown in the latest event.

Proof of delivery

Recipient, merchant or shipper depending on carrier rules.

View all details for proof of delivery

Eligibility	Available only if the final-mile carrier captured delivery proof.
Deadline/available stage	After delivered scan.
Fee	Carrier-specific or account-specific.
Guaranteed?	No public universal guarantee.
Official action link	Destination carrier help or merchant support.

Lost, Damaged, Claims, Insurance and Refunds

A tracking inquiry, carrier investigation, insurance claim and ecommerce refund are separate processes. For Hermes BorderGuru ecommerce shipments, the merchant is usually the party with the transport contract and is often the correct party to start an investigation or refund review.

Claims and Refunds

Process

Use when

Tracking inquiry

The parcel has no updates, conflicting scans or unclear handoff status.

View all details for tracking inquiry

Who files	Recipient may ask merchant; shipper may ask Hermes BorderGuru or contracted partner.
Earliest/latest filing time	No universal public deadline confirmed; follow merchant and carrier windows.
Required evidence	Tracking number, order number, shipping date, address and latest scan.
Possible outcome	Status clarification, partner check or instruction to wait.
Official link	Merchant support or official Hermes BorderGuru contact path.

Damage report

Item or packaging arrives damaged or contents are missing.

View all details for damage report

Who files	Recipient should notify merchant; merchant or shipper usually files with the contracted carrier.
Earliest/latest filing time	Report as soon as discovered; exact deadline is contract- and carrier-specific.
Required evidence	Photos of outer packaging, inner packaging, label, damaged item, invoice and value proof.
Possible outcome	Replacement, refund, carrier claim or request for inspection.
Official link	Merchant return or support portal.

Ecommerce refund or replacement

Order is missing, late beyond merchant policy, damaged or returned.

View all details for ecommerce refund or replacement

Who files	Buyer files with the merchant or marketplace.
Earliest/latest filing time	Depends on merchant policy and marketplace buyer-protection period.
Required evidence	Order number, tracking number, screenshots, delivery issue description and photos if damaged.
Possible outcome	Refund, replacement, store credit, denial or carrier investigation.
Official link	Merchant account order page or marketplace dispute center.

17TRACK cannot approve Hermes BorderGuru claims, change delivery outcomes, issue postage refunds or force a merchant refund.

Shipping Restrictions and Special Handling

Cross-border parcels must meet carrier, airline, customs and destination-country rules. The merchant is responsible for shipping compliant goods with accurate descriptions, values and documents.

Shipping Restrictions

Customer Service

For Hermes BorderGuru parcels, the fastest escalation path is usually: merchant order support, Hermes BorderGuru or merchant tracking link, then destination carrier after handoff. Prepare the tracking number, order number, shipment date, recipient address, latest scan, contents description, value proof and photos if damaged.

Customer Service

Channel

Verified contact/link

Official website

https://hermesborderguru.io/

View all details for official website

Best for	Official company information and merchant-provided tracking entry points.
Region/language	International; available language depends on the current site and merchant link.
Hours and time zone	Not publicly confirmed for a universal consumer hotline.
Information to prepare	Tracking number, order number, merchant name and latest status.
Important limitation	The official website may not replace the merchant’s order-support process.

Merchant support

Use the support link in the order confirmation or marketplace order page.

View all details for merchant support

Best for	Refund, replacement, missing parcel, wrong item and dispatch confirmation.
Region/language	Merchant-specific.
Hours and time zone	Merchant-specific.
Information to prepare	Order number, tracking number, payment email, delivery address and screenshots.
Important limitation	The merchant may need time to request a carrier investigation.

Destination carrier

Use the final-mile carrier link or number shown in tracking after handoff.

View all details for destination carrier

Best for	Redelivery, pickup point, local delivery proof and missed delivery.
Region/language	Destination-country specific.
Hours and time zone	Carrier-specific; check the local carrier site.
Information to prepare	Local tracking number, recipient name, address, phone number and delivery notice.
Important limitation	Before the first local scan, the destination carrier may only have electronic pre-advice.

17TRACK

https://www.17track.net/

View all details for 17TRACK

Best for	Multi-carrier tracking, carrier detection and aggregated status visibility.
Region/language	Global multi-language platform.
Hours and time zone	Online platform access; carrier response times are separate.
Information to prepare	Tracking number and any alternate carrier number.
Important limitation	17TRACK is not the transporter and cannot modify, intercept or refund Hermes BorderGuru shipments.

Ecommerce and Business Tracking

Merchants should separate consumer tracking, carrier-contracted tracking and multi-carrier visibility. Hermes BorderGuru may provide shipment data through merchant integrations, while 17TRACK provides multi-carrier tracking aggregation for operational visibility and customer support workflows.

Developer/API Comparison

Option

Provider

Official Hermes BorderGuru integration

Hermes BorderGuru

View all details for official Hermes BorderGuru integration

Carrier coverage	Hermes BorderGuru contracted lanes and partners.
Primary use	Merchant logistics integration, shipment data and cross-border process support.
Authentication	Current public authentication details are not confirmed on public tracking-facing pages.
Tracking/batch/webhook capability	Not publicly confirmed for open self-service developers.
Current developer documentation	No current public tracking API documentation confirmed from the official website for open use.
Migration/deprecation note	Do not copy old or partner-specific endpoints unless Hermes BorderGuru confirms them for your account.

17TRACK Tracking API

17TRACK

View all details for 17TRACK Tracking API

Carrier coverage	Multi-carrier aggregation including supported Hermes BorderGuru and partner tracking where available.
Primary use	Batch tracking, standardized status visibility and customer-service dashboards.
Authentication	17token header with a 17TRACK API key.
Tracking/batch/webhook capability	Register tracking numbers through API; additional features depend on 17TRACK plan and documentation.
Current developer documentation	https://api.17track.net/en/doc
Migration/deprecation note	Use the current v2.4 documentation and avoid legacy examples.

FAQ

1. How do I track my Hermes BorderGuru package?

Enter the tracking number from the merchant shipping email on the merchant-provided Hermes BorderGuru tracking link or on 17TRACK to view available shipment events.

2. Where can I find my Hermes BorderGuru tracking number?

Your Hermes BorderGuru tracking number is usually in the shipping confirmation email, order page or marketplace tracking page; the order number is not always a parcel tracking number.

3. What does a Hermes BorderGuru tracking number look like?

Hermes BorderGuru does not publish one fixed public consumer format, so use the exact identifier supplied by the merchant and verify it with official tracking or 17TRACK.

4. When will the first Hermes BorderGuru tracking update appear?

The first meaningful update normally appears after the merchant transmits shipment data or a carrier physically scans the parcel; label creation alone does not prove physical acceptance.

5. Why is my Hermes BorderGuru tracking not updating?

Hermes BorderGuru tracking may pause during warehouse dispatch, export consolidation, international line-haul, customs or partner handoff where parcel-level scans are not created at every step.

6. How long does Hermes BorderGuru delivery take?

Hermes BorderGuru delivery time varies by origin, destination, merchant service, customs and final-mile carrier because no universal public guaranteed delivery standard is confirmed for every lane.

7. What should I do if Hermes BorderGuru delivery failed?

Check the latest local carrier event for pickup, redelivery or address instructions, then contact the destination carrier before any holding period ends.

8. What should I do if Hermes BorderGuru says delivered but I did not receive it?

Check safe places, household members, reception, neighbors and parcel lockers first, then ask the destination carrier for proof of delivery and notify the merchant.

9. How do I report a lost or damaged Hermes BorderGuru package?

Contact the merchant with the tracking number, order number, photos, packaging and value proof because the merchant is usually the shipping customer for a carrier investigation or refund.

10. How do I contact Hermes BorderGuru customer service?

Use the official Hermes BorderGuru website or the merchant-provided support link, and contact the destination carrier directly for local redelivery, pickup or proof-of-delivery questions after handoff.

11. Does Hermes BorderGuru deliver the final mile?

Hermes BorderGuru may coordinate cross-border logistics, but the final-mile delivery can be performed by a destination postal or parcel carrier shown in the tracking events.

12. Can a Hermes BorderGuru tracking number change during international shipping?

Yes, a destination-carrier number can be added or mapped after import handoff, so track both the original Hermes BorderGuru identifier and the local carrier number if both are shown.

13. Does customs clearance mean my Hermes BorderGuru parcel will be delivered today?

No, customs clearance or arrival at a destination facility is not the same as final-mile route assignment; the parcel still needs release, local sorting and delivery scheduling.

14. Who can change the address on a Hermes BorderGuru shipment?

Before dispatch, the merchant may be able to correct address data; after handoff, only the destination carrier’s local options apply and changes are not guaranteed.

15. Can businesses track Hermes BorderGuru shipments through an API?

Businesses can use 17TRACK’s multi-carrier API for supported tracking aggregation, while a current public Hermes BorderGuru tracking API for open self-service developers is not confirmed in public tracking-facing documentation.

16. Is 17TRACK affiliated with Hermes BorderGuru?

No, 17TRACK is an independent tracking platform that can display available Hermes BorderGuru and partner events but cannot transport parcels, change delivery details or approve refunds.

Tracking API

// 1. Hermes BorderGuru official tracking API
// Current public official tracking API not confirmed.
// Do not implement an endpoint, authentication method, request body or webhook flow
// unless Hermes BorderGuru provides current account-specific developer documentation.

// 2. 17TRACK API
// Register a Hermes BorderGuru tracking number with 17TRACK.
// The Hermes BorderGuru carrier code was not publicly confirmed for this page,
// so keep CARRIER_CODE as a placeholder or let 17TRACK auto-detection handle it where supported.

POST https://api.17track.net/track/v2.4/register
Headers:
  17token: YourKey
  Content-Type: application/json

Body:
[
  {
    "number": "TRACKING_NUMBER",
    "carrier": "CARRIER_CODE"
  }
]