FAQ
Where can I track my international consignment?
With a valid tracking number, customers can use the UPU’s Global Track & Trace solution to locate their consignments in participating countries.
Can UPU help me find my missing letter, parcel or EMS item?
The UPU is an intergovernmental organization that sets international rules for the exchange of mail across borders. As such, it does not intervene in domestic postal affairs and therefore cannot handle requests from individuals about missing or delayed EMS items, parcels or letters.
Related enquiries must be initiated by the sender at the post office in the country of origin. Each country normally has its own consumer rights channels and postal regulators. The UPU does not exercise that role for them. To contact the post office in the country of origin, please consult the online list here.
Customers with inquiries about EMS items should contact the EMS service provider in the country of origin. A list of EMS providers and contact details can be found here.
Related enquiries must be initiated by the sender at the post office in the country of origin. Each country normally has its own consumer rights channels and postal regulators. The UPU does not exercise that role for them. To contact the post office in the country of origin, please consult the online list here.
Customers with inquiries about EMS items should contact the EMS service provider in the country of origin. A list of EMS providers and contact details can be found here.
How can I file a complaint about the postal operator in my country?
The International Bureau of the Universal Postal Union acts as a liaison, consultation and information body for UPU member countries and their designated operators, the latter being directly responsible for the execution of international postal services. It is therefore up to them to take the necessary measures for the proper operation of such services and to take action in response to customer requests. A list of postal customer service contacts in UPU member countries can be consulted here.
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