Which carriers do you use for deliveries? Is tracking available?
We use the following couriers for outbound deliveries in each region, along with details on tracking and delivery method.
| Region | Country | Courier | Track Your Package | Delivery Method |
|
N. America
|
US | FedEx / UPS |
UPS - Track Your Package FedEx - Track Your Package |
UPS: Signature Required. If no one is there to sign for the package, the delivery will be attempted again on the next business day. UPS may make up to three attempts at its discretion. If you’re unavailable when UPS attempts delivery at your address, UPS may deliver your package to a UPS Access Point® location near your home, where your package will be held for you to pick up for 7 calendar days. After 7 calendar days, your package will be returned to the sender as undeliverable. Before you go to the UPS Access Point location, track your package to confirm package location and that it’s ‘Awaiting Customer Pick-up’. When you track your package, you can also view the operating hours (weekend hours are available) and a map of where you will pick up your package. For additional questions about missed deliveries and identification requirements for picking up from a UPS Access Point, please review UPS FAQs here. FedEx: Signature Required. If no one is there to sign for the package, the driver will leave a door tag at the recipient’s door with the next scheduled delivery date. The driver will typically try to deliver the package up to three times. After the third attempt, FedEx may no longer automatically reattempt delivery and the package will be taken to a nearby FedEx location to be held for you to pick up. The label on the door tag includes the pickup location address, business hours and time the package will be available. The door tag and a government-issued photo ID are needed for pickup. If you want FedEx to reattempt a delivery, please call customer support. |
| Canada | UPS / Purolator |
UPS - Track Your Package Purolator - Track Your Package |
UPS: Signature Required. If no one is there to sign for the package, the delivery will be attempted again on the next business day. UPS may make up to three attempts at its discretion. If you’re unavailable when UPS attempts delivery at your address, UPS may deliver your package to a UPS Access Point® location near your home, where your package will be held for you to pick up for 7 calendar days. After 7 calendar days, your package will be returned to the sender as undeliverable. Before you go to the UPS Access Point location, track your package to confirm package location and that it’s ‘Awaiting Customer Pick-up’. When you track your package, you can also view the operating hours (weekend hours are available) and a map of where you will pick up your package. For additional questions about missed deliveries and identification requirements for picking up from a UPS Access Point, please review UPS FAQs here Purolator: Signature Required. For a missed delivery, a notice of delivery will be left advising where the shipment is being held for pickup. Your shipment will be held at a Purolator shipping location for a maximum of 5 business days, before returned to Firstbase as undeliverable. Acceptable identification would include a valid government-issued photo ID that matches the name and address on the package. For additional questions about missed deliveries, please review Purolaor's FAQ here. |
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EMEA
|
UK | FedEx | Track Your Package |
Signature Required. FedEx will obtain a signature from someone at the delivery address. If no one is available to sign, FedEx will attempt redelivery of the package on another date. |
| EU | TNT / UPS | TNT - Track Your Package UPS - Track Your Package |
Signature Required. If the driver left a notification card, follow the instructions on the card to arrange a redelivery. If you did not receive a card, contact support@firstbase.com and we will arrange a redelivery for you. |
|
| Israel | Truelog Logistics | Tracking unavailable |
Delivery Appointment Required. Truelog will contact you by phone to schedule delivery. The delivery will not be attempted until a specific date and time window is confirmed with you. If no one is there to sign for the package (missed appointment), you will be contacted again to reschedule. |
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APAC
|
Australia | Startrack | Track Your Package |
Signature Required. If no one is there to sign for the package, the driver will re-attempt delivery again the following business day. If still not successful the second time, the package will be returned to Firstbase. |
| India | Bluedart | Track Your Package |
Signature / Delivery Appointment Required. Bluedart will contact you prior to attempting delivery. If you are not home you can re-schedule the delivery directly with Bluedart when they contact you. Bluedart will notify you again through SMS when the parcel is out for delivery. If no one is there to sign for the package, Bluedart will contact you again to attempt the delivery a second time. If the second attempt also fails, Bluedart will contact Firstbase for further instruction. At that point, you will receive an email from support@firstbase.com requesting your availability for delivery. If we do not hear from you within 5 business days, we will cancel the order and return the parcel to our warehouse. |
|
| Japan | Yamoto | Track Your Package |
Signature Required. If no one is there to sign for the package, Yamoto will leave a notice of delivery with instructions to contact them to schedule a redilivery. They may also contact you at their discretion to schedule redelivery. To contact Yamoto to schedule redelivery follow these steps: Automated Phone Service (available 24 hours): Please call 0120-17-9625. Enter your tracking number. For same day delivery, press［1］. For delivery on a later date, enter the desired date in MMDD format ＜e.g.＞For April 1st: 0401 Specify delivery time zone No preference:［0］ For AM: press［1］ For 14:00 - 16:00:［2］ For 16:00 - 18:00:［3］ For 18:00 - 20:00:［4］ For 19:00 - 21:00:［5］ Enter a phone number where you can be reached. Your request has been accepted. For additional questions about missed deliveries, please review Yamoto's FAQ here |
|
| Malaysia | DHL/Poslaju |
DHL - Track Your Package Poslaju (East Malaysia) - Track Your Package |
Signature / Delivery Appointment Required. DHL/Poslaju will call you before reaching the premises. If they do not get a reply they will reschedule the delivery for the next day. They will attempt delivery 2-3 times and then contact Firstbase for further instruction. At that point, you will receive an email from support@firstbase.com requesting your availability for delivery. If we do not hear from you within 5 business days, we will cancel the order and return the parcel to our warehouse.
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| Philippines | SpeedEx/WExpress | Tracking unavailable |
Signature / Delivery Appointment Required. SpeedEx will contact you by phone when your packge is ready for delivery. The delivery will not be attempted until a specific date and time window is confirmed with you. If no one is there to sign for the package (missed appointment), you will be contacted again to reschedule. |
|
| Singapore | Singapore Post | Track Your Package |
Signature Required. If no one is there to sign for the package, Singapore Post will call you to reschedule on next available date. If they cannot reach you, they will automatically attempt delivery again the next business day. After two attempts, they will return the package to the Firstbase warehouse, and the order will be cancelled. |
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LATAM
|
Argentina, Brazil, Colombia, Guatemala, Mexico, Costa Rica | Bord* | Tracking unavailable |
Delivery Appointment Required. Bord will contact you by Whatsapp SMS to schedule delivery. The delivery will not be attempted until a specific date and time window is confirmed with you. If no one is there to sign for the package, you will be contacted again to reschedule. You will receive a call from the local courier when your package is out for delivery (normally 2-3 hours in advance of delivery). |
*Bord is Firstbase’s warehousing and logistics partner across LATAM, using a network of last mile couriers including Brasspress, Correios, Bravox, and privately-operated vehicles for full regional coverage.
Will Firstbase still deliver if no one is home to receive my package?
No, packages must be handed to an individual. However, in regions where we ship empty return boxes, employees do not need to be home to receive them.
Where is pickup service available? How does it work?
We use the following couriers for returns. Pickup details are listed below:
| Region | Country | Courier | Track Your Package | Collection Method | Returns Packaging | Pickup Scheduling Method |
|
N. America
|
US | UPS | Track Your Package | Residential Pickup |
Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) |
Firstbase support will schedule the pickup for you based on your preferred days shared in the platform |
| Canada | UPS / Purolator |
UPS - Track Your Package Purolator - Track Your Package |
Residential Pickup | Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) | Firstbase support will schedule the pickup for you based on your preferred days shared in the platform | |
|
EMEA
|
UK | FedEx | Track Your Package | Residential Pickup |
Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) |
Firstbase support will schedule the pickup for you based on your preferred days shared in the platform |
| EU | UPS | Track Your Package | Residential Pickup |
Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) |
Firstbase support will schedule the pickup for you based on your preferred days shared in the platform | |
| Israel | Truelog Logistics | Tracking unavailable | Residential Pickup |
You will be instructed to pre-package the equipment prior to collection. |
Truelog will contact you by phone to schedule the pickup | |
|
APAC
|
Australia | Startrack | Track Your Package | Residential Pickup |
Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) |
Firstbase support will schedule the pickup for you based on your preferred days shared in the platform |
| India | Bluedart | Track Your Package | Residential Pickup | Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) | Bluedart will contact you by phone to schedule the pickup. You will need to fill out the "Declaration Letter" (required by Indian tax authorities) included in the packaging prior to confirming collection with Bluedart. | |
| Japan | Yamoto | Track Your Package | Residential Pickup | The courier will arrive to the pickup point with packaging and pack the device for you. One tracking link is provided for the pickup and return to facility. | SystmesGo (our Japan warehouse partner) will contact you by email to schedule the pickup time. Yamoto will then be dispatched to your location for collection. Yamoto may contact you by phone when they are approaching the pickup point. | |
| Malaysia | Complete Human Network (Local Dispatch) / DHL |
KL/Selangor - Tracking unavailable Rest of Malaysia - Track Your Package (DHL) |
KL/Selangor - Residential Pickup Rest of Malaysia - Dropoff at DHL location |
Kuala Lumpur/Selangor - The courier will arrive to the pickup point with packaging and pack the device for you. Tracking is not available. Rest of Malaysia - Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) |
Kuala Lumpur/Selangor - Complete Human Network will contact you by Whatsapp SMS to schedule the pickup. Rest of Malaysia - Firstbase Support will direct you to dropoff at your nearest dropoff location. |
|
| Philippines | SpeedEx / WExpress | Tracking unavailable | Residential Pickup |
You will be instructed to pre-package the equipment prior to collection. |
The courier will contact you by phone to schedule the pickup. | |
| Singapore | Singapore Post | Track Your Package |
Residential Pickup |
Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels) |
Firstbase support will email you with the dropoff instructions, which will also be included on the Return Label in the Returns Packaging. | |
|
LATAM
|
Argentina, Brazil, Colombia, Guatemala, Mexico, Costa Rica | Bord* | Tracking unavailable | Residential Pickup |
Employees are instructed to pre-package the equipment prior to collection. |
Firstbase support will email you to notify that Firstbase partner, Bord, will be reaching out to schedule a pickup at the contact number provided. Bord will contact you by Whatsapp SMS to schedule the pickup. |
*Bord is Firstbase’s warehousing and logistics partner across LATAM, using a network of last mile couriers including Brasspress, Correios, Bravox, and privately-operated vehicles for full regional coverage.
What happens if the pickup is unsuccessful?
Firstbase makes reasonable efforts to reschedule unsuccessful pickups, but we are not responsible for failed pickup attempts. In the event of a failed pickup attempt, Firstbase Support and/or our local logistics partners will coordinate with the employee to reschedule the pickup.
Our ability to provide status updates for failed pickups is limited by the courier's reporting. Please note that Firstbase is not obligated to book multiple pickup attempts, though we may do so at our discretion.
Do I need to print a return label?
No! In regions where we provide return labels, Firstbase includes the label in the return packaging, and employees simply attach it before pickup. In regions where the courier handles return labels, employees only need to hand the equipment to the courier, who will take care of the rest.