Frequently Asked Questions

Where is my package?

In the top right corner of your screen, click this button:

Mercury_Button_v2

Enter your carrier tracking number (not your order reference number) into the drop down box:

Track_Mercury_v2

If you need more information, please contact the Customer Service Agents of the retailer you made your purchase from.

The tracking on my package appears to have stopped. Or, I think my package might be lost or stolen. What should I do?

Contact the Customer Service Agents of the retailer you made your purchase from. They are able to open investigations with us to resolve any issues that may arise.

How can I change the address or shipping information on my package?

Contact the Customer Service Agents of the retailer you made your purchase from.

How do I get reimbursed for duties and taxes on a return item?

Contact the Customer Service Agents of the retailer you made your purchase from.

I’ve received an email to pay my duties and taxes but the charges are too high. How do I stop shipment of my parcel?

Contact the Customer Service Agents of the retailer you made your purchase from.

My tracking page shows an “attempted delivery.” When will the carrier be back to deliver my parcel?

Typically, the carrier will be back the next business day. Sometimes they will reattempt delivery later in the same day. It is also possible they will hold the parcel awaiting pick-up at a local distribution center, and in this case they will leave a calling card at the customer’s address.

Where is the pick up location for collecting my parcel?

The location varies depending on the carrier. The calling card left after a delivery attempt will provide such details. If not, you may inquire with the carrier.

Why aren't I seeing tracking updates?

If you haven’t seen some updates in a couple days, it does not necessarily mean there is an issue. It is not uncommon for shipments being delivered outside of North America to have certain periods in the shipment lifecycle where the shipment is in transit between updates.

Rest assured we are regularly updating the status of your shipment, and that we will do our best to indicate any possible delays via our ​tracking page​.

If you have further questions related to the status of your shipment, we recommend reaching out to the customer service team of the company you purchased from.

Where is my package?

Enter your tracking number on our ​tracking page​ to see the current status of your shipment. This page will always list the last scanned location of your package.

If you have further questions related to the status of your shipment, we recommend reaching out to the customer service team of the company you purchased from.

When can I expect my package?

This will vary based on where the package is going, although Landmark will always show a package is out for delivery if that information is provided by our delivery partner. If you have questions about the arrival date of your package, try checking the delivery carrier’s site for a delivery estimate, or reach out to the customer service team of the company you purchased from for assistance. Once your order has shipped, you can find a link to the delivery carrier’s site on our ​tracking page​ when viewing the status of your shipment; both near the top of the page by the current status and in the Delivery Details section farther down the page.

What should I do if my shipment says it is ready for pickup?

When provided by our delivery partner, our ​tracking page​ will provide information on where and how to pick up your shipment. If you do not see the information that you need on our tracking page​, please check the delivery carrier’s site for more information.

Who is delivering my package?

As soon as Landmark Global has received and processed your package from the seller, our tracking page​ will show you which local delivery carrier will be delivering your package.

What does it mean if my shipment is held by customs?

Sometimes customs may require shipment inspections, which can result in a slight shipping delay. Typically your shipment will be released without significant delay to continue on its way to your door.

My package says delivered but I didn't receive it

Reach out to the delivery carrier listed on our ​tracking page​, or contact the customer service team of the retailer you purchased from for assistance. You can find the link to the delivery carrier’s site on our ​tracking page​ when viewing the status of your shipment; both near the top of the page by the current status and in the Delivery Details section farther down the page.

What’s Landmark Global’s role in shipping my order?

Landmark partners with one of your local delivery carriers to bring the order to your door. When you buy something online, the retailer you purchased from boxes up your order and sends it to one of Landmark Global’s facilities. Landmark Global then oversees the transport and customs clearance, when applicable, of your shipment into your country of residence. Landmark’s delivery partner manages the final leg of bringing the shipment to your door. Our tracking page​ will always list the local carrier physically delivering your package.