Help centre
Frequently asked questions
A few clear answers to the questions customers ask most often.
When do I receive a tracking number?
A tracking number is created once Vernex confirms payment for the shipment. You will see it in the shipment conversation and on your shipment details page.
How do I arrange a pickup?
After payment is confirmed, open the shipment details page and request a pickup time. Our operations team confirms the appointment and adds it to tracking.
Where can I share payment proof?
Open the private conversation for the shipment from My shipments. You can send a message, attach a document, or upload images for the Vernex team to review.
How can I check a shipment status?
Use the tracking page with the shipment tracking number. Signed-in customers can also open My shipments for the full progress and message history.
What should I do if there is a delivery problem?
Contact the Vernex team from the shipment conversation first. If you need a formal review for damage, delay, or a missing parcel, submit a claim from the help centre.
Still need help?
Our team can help with shipment-specific questions through your private shipment conversation.