Frequently Asked Questions - Global Logistics Services – Firstbase

We use the following couriers for outbound deliveries in each region, along with details on tracking and delivery method.

Region	Country	Courier(s)	Track Your Package	Service Type / 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 (Montreal Warehouse) Purolator (Oshawa Warehouse)	UPS - Track Your Package Purolator - Track Your Package	UPS - Signature Required 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.
	Mexico	UPS (Outside Mexico City) Bord* (Mexico City)	UPS - Track Your Package Bord - Tracking unavailable	UPS - Signature Required Bord - Delivery Appointment Required: Bord will contact you via Whatsapp 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.
EMEA	EU	UPS / TNT	UPS - Track Your Package TNT - Track Your Package	UPS - Signature Required TNT - 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.
	UK	FedEx	FedEx - Track Your Package	FedEx - 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.
	Israel	Truelog Logistics	Tracking unavailable	Truelog - 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.
	U.A.E.	General Technologies	Tracking unavailable	GenTech - Delivery Appointment Required: GeneralTechnologies 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.
APAC	Australia	Startrack	StarTrack - Track Your Package	StarTrack - 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	Bluedart - Track Your Package	BlueDart - 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	Yamoto - Track Your Package	Yamoto - 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 eCommerce Asia (Peninsular Malaysia) Poslaju (East Malaysia)	DHL eCommerce Asia - Track Your Package Poslaju - Track Your Package	DHL - Signature / Delivery Appointment Required: DHL 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. Poslaju - Signature / Delivery Appointment Required: 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.
	New Zealand	NZ Couriers	NZ Couriers - Track Your Package	NZ Couriers - Signature Required
	Philippines	SpeedEx / WExpress	Tracking unavailable	SpeedEx / WExpress - Signature / Delivery Appointment Required: SpeedEx or WExpress 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.
	South Korea	CJ Logistics	CJ Logistics - Track Your Package	CJ Logistics - Signature Required
	Singapore	Singapore Post	SingPost - Track Your Package	SingPost - 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.
LATAM	Argentina, Brazil, Chile, Colombia, Costa Rica, Guatemala	Bord*	Tracking unavailable	Bord - 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 I'm not home?

For equipment deliveries, someone needs to be present to receive the package—couriers won’t leave it unattended.

However, if we’re shipping you an empty laptop box for a return, there’s more flexibility. In most regions, the courier can leave the box at your doorstep even if you’re not home.

Where is doorstep pickup service available, and how does it work?

We offer doorstep pickup in most countries where Firstbase has local warehousing and logistics. Here’s how it works, along with the couriers we use, by region:

Region	Country	Courier	Track Your Package	Collection Method	Returns Packaging	Pickup Scheduling Method
N. America	US	UPS	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 (Montreal Warehouse) Purolator (Oshawa Warehouse)	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
	Mexico	UPS (Outside Mexico City) Bord* (Mexico City)	UPS - Track Your Package Bord - Tracking unavailable	Residential Pickup	Outside Mexico City - Packaging is shipped to you with a return label inside and one tracking link is provided for the inbound shipment to the Firstbase warehouse. Mexico City - Packaging is shipped to you without a return label (no tracking available)	Firstbase partner, Bord, will contact you by Whatsapp SMS to schedule the pickup.
EMEA	UK	FedEx	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	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	Packaging is shipped to you without a return label (no tracking available)	The courier will contact you by phone to schedule the pickup
	U.A.E	General Technologies	Tracking unavailable	Residential Pickup	The courier will arrive to the pickup point with packaging and pack the device for you.	GenTech will contact you by phone to schedule the pickup
APAC	Australia	Startrack	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	DTDC	Tracking unavailable	Residential Pickup	Packaging is shipped to you with a "Declaration Letter" inside, but no return label (no tracking available)	DTDC 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 DTDC.
	Japan	Yamoto	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 to cover both 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	KL/Selangor -Complete Human Network (Local Dispatch) Rest of Malaysia - DHL	Complete Human Network (Local Dispatch) - Tracking unavailable DHL - Track Your Package	KL/Selangor - Residential Pickup Rest of Malaysia - Dropoff at DHL location	KL/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)	KL/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 DHL location.
	New Zealand	NZ Couriers	NZ Couriers - Track Your Package	Dropoff at NZ Couriers location	Packaging is shipped to you with a return label inside, and two tracking links are provided (for outbound and inbound labels)	Firstbase Support will direct you to dropoff at your nearest NZ couriers location.
	Philippines	SpeedEx / WExpress	Tracking unavailable	Residential Pickup	Packaging not provided by Firstbase. You’ll need to pre-package the equipment before collection. If you still have the original retail packaging, please reuse it.	The courier will contact you by phone to schedule the pickup.
	South Korea	CJ Logistics	CJ Logistics - 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 direct you to package your equipment and leave it at your delivery location—typically outside your door—within 24 hours of receiving the empty laptop box. CJ Logistics will then return to the same spot to collect the parcel.
	Singapore	Singapore Post	SingPost - 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
LATAM	Argentina, Brazil, Chile, Colombia, Costa Rica, Guatemala	Bord*	Tracking unavailable	Residential Pickup	Brazil - Packaging is shipped to you without a return label (no tracking available) Rest of LATAM - Packaging not provided by Firstbase. You’ll need to pre-package the equipment before collection. If you still have the original retail packaging, please reuse it.	Firstbase partner, Bord, will contact you by Whatsapp SMS to schedule the pickup.

What happens if the pickup is unsuccessful?

If a pickup attempt is unsuccessful, don’t worry—we’ll do our best to help reschedule it. Either our Support team or our local logistics partner will reach out to coordinate a new pickup time with you.

Please note that status updates depend on the courier’s reporting, so there may be some delay in getting real-time updates. While we’re not always able to book multiple attempts, we’ll do what we can to make the process smooth and get your return picked up.

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.

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