Everything you need to know
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Here is a list of the questions that customers most frequently ask about the Hermes BorderGuru service. If the answer to your question is not here, you can contact us directly at any time and we'll get back to you within two business days.
I've not received an email
I have not received a tracking email from Hermes BorderGuru yet, what is the status of my shipment?
Hermes BorderGuru sends you an email with a tracking number and a tracking link as soon as the order is processed in our warehouse. We commit to sending the tracking information within two business days of receipt of your parcel. If you do not receive a tracking email within two business days of placing your order, it may be because you have not yet paid the duties and taxes. In this case the parcel is held in our warehouse until the payment is received. Simply follow the instructions in the payment email you received in order to pay the duties and taxes.
I have not received an email with a payment link from Hermes BorderGuru. How can I pay my duties and taxes?
If you don't receive a payment request email from Hermes BorderGuru straight away, it's because import regulations in your country do not require you to pre-pay duties and taxes. You will get an email with the tracking number and a tracking link as soon as your order is processed in our warehouse, within two business days of receipt.
I have not received an email with a payment link from Hermes BorderGuru. Was my order cancelled?
Your order has not been cancelled. It may take up to two working days from the time we receive your package to send a confirmation email with your tracking number and tracking link. If you have still not received an email after this time, please contact us directly.
Paying duties and taxes
My payment for duties and taxes did not go through - what should I do?
Get in touch with the Hermes BorderGuru team via the contact form and we'll answer your email within two business days.
Do I get a payment confirmation from Hermes BorderGuru?
Yes, you will get a payment confirmation email when you have successfully paid the duties and taxes.
What shall I do when I get a payment reminder?
Simply click the payment link provided to pay the duties and taxes. For further questions please do not hesitate to contact us.
I can't find my tracking number in the tracking system - what should I do?
Don't worry. It might take a couple of days until your tracking number is fed into the tracking system but this does not delay your order. If your tracking number does not appear in the system after two business days, please contact us via the contact form.
The tracking link doesn't work - how do I find out about the status of my order?
Please contact us via the contact form and include your tracking number. We'll have a look into your order and get back to you within two business days.
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