Hermes BorderGuru is the global cross-border e-commerce arm of the Hermes Group, part of the Otto retail conglomerate. Launched to help online retailers expand internationally, it combines Hermes’ European delivery network with local partners in Asia, North America, and beyond. This one-stop solution handles everything from customs clearance and duties management to last-mile delivery, giving merchants full control over their cross-border operations.
BorderGuru’s service suite includes end-to-end order fulfillment, warehousing in strategic hubs, and integrated payment settlement. Merchants benefit from pre-negotiated carrier rates, automated duties-and-taxes calculation, and consolidated billing—streamlining the complexities of selling into multiple markets. A scalable API and plug-and-play plugins connect major e-commerce platforms directly to BorderGuru’s logistics engine.
On the technology side, BorderGuru offers a unified dashboard where sellers can import orders, generate shipping labels, and monitor key metrics such as delivery performance and return rates. Localization features—like multi-currency pricing, local payment options, and translated storefront messaging—help brands offer a seamless “shop-as-local” experience to international customers.
Value-added services include returns management, fraud screening, and performance analytics. By centralizing shipping, payments, and post-purchase support, BorderGuru empowers merchants to focus on growth while ensuring their customers enjoy transparent, reliable delivery.
How Shipment Tracking Works
Integration and Tracking Setup
Once an order is placed, the merchant’s system sends order details to BorderGuru via API or plugin. BorderGuru books the shipment with the optimal carrier route and assigns a unique tracking code. This code is emailed to the buyer and synced back to the merchant’s storefront.
Real-Time Tracking Updates
BorderGuru aggregates scan events from all partner carriers—collection, transit checkpoints, customs clearance, and final delivery—into a single feed. Merchants and end customers can track progress through the BorderGuru portal or embedded widgets, with status notifications sent at each major milestone.
Tracking Number Format
Each BorderGuru shipment is identified by a unique alphanumeric tracking number (typically 10–20 characters). This code can be entered on the BorderGuru tracking site or any multi-carrier tracking platform like ours. The flexible format ensures compatibility across international carrier systems and easy validation before querying status.
How to track BorderGuru shipments?
To track BorderGuru shipment, enter your tracking number into the designated field and click on the "Carrier" button. Then, select "Hermes BorderGuru" from the list of options. If you're unsure which carrier is handling your shipment, the system can automatically identify it for you. Afterward, click the "Track" button. You will be redirected to a tracking results page, where detailed information about your shipment's status and location will be displayed.
Shipment Delivery Time
Express Service
Priority shipments via air express usually arrive within 3–7 business days to major markets like Europe, North America, and Australia.
Standard Service
Standard cross-border parcels generally deliver in 7–14 business days, balancing cost and speed for most e-commerce needs.
Economy Service
For cost-sensitive routes, economy options take 14–30 business days, with fewer checkpoints but fully trackable status updates.
Delivery Time Examples
- China → Germany (Express): 3–5 business days
- USA → UK (Standard): 7–10 business days
- Asia → Canada (Economy): 15–25 business days
Contacting Support for Shipment Issues
Contact Your Seller or Retailer
Because merchants hold direct accounts with BorderGuru, they can escalate inquiries faster. For missing scans or delivery exceptions, reach out to your seller first with your tracking number and order details.
Direct BorderGuru Support
If merchant support is unavailable, use the “Contact Us” form on the BorderGuru website or email the regional service desk listed in your shipment confirmation. Provide your tracking code, description of the issue, and any supporting photos or error messages to expedite resolution.
Frequently asked questions about Hermes BorderGuru shipment tracking issues
What should I do if my BorderGuru tracking number returns “No information found”?
First, ensure you’ve entered the tracking code exactly as provided. Allow 12–24 hours after booking for the first scan to appear. If there’s still no update after one business day, contact your seller—only they can escalate the inquiry with BorderGuru or the carrier.
Why hasn’t my shipment status updated in several days?
Delays in tracking updates often occur during international transit or customs clearance. Economy services may only scan at major hubs. Most shipment tracking resumes within 3–5 business days. If you see no new scans after a week, ask your seller to open an inquiry on your behalf.
My package shows “In transit” but hasn’t moved—what does this mean?
“In transit” is a general checkpoint status indicating your parcel is still en route but hasn’t reached its next scannable location. Depending on the route and service level, it can take 3–7 days between scans. For more frequent updates, consider choosing an express option next time.
The tracking status says “Delivered,” but I haven’t received my parcel. What now?
First, check with neighbors or your building’s mailroom. If it’s truly missing, contact your seller to request proof of delivery (POD) from the carrier. Your seller can then initiate a tracer with BorderGuru and the local delivery partner.
Can I get more detailed location updates for my BorderGuru shipment?
BorderGuru aggregates scan events from multiple carriers. Express services typically provide door-to-door timestamps, while economy routes may only show major transit hubs. To access finer-grained tracking, opt for an express service or add a value-added tracking upgrade.
How long should I wait before considering my shipment lost?
For express services, you can escalate a loss claim after 14 business days without updates. For economy routes, allow 21–30 business days due to fewer checkpoints. Always coordinate with your seller—they’ll handle the formal claim process with BorderGuru.
What does a “Shipment exception” status mean?
A “Shipment exception” indicates an unforeseen event—such as a customs hold, incorrect address, or weather delay—has disrupted transit. Check the status details for the exception code, then ask your seller to contact BorderGuru’s operations team or the carrier for resolution.
Why is the BorderGuru tracking portal showing an error or timeout?
Temporary outages or high traffic can sometimes disrupt the tracking portal. If you encounter an error, retry after 30 minutes or use a multi-carrier tracking platform with your BorderGuru code. If issues persist for over 24 hours, have your seller verify system status with BorderGuru.
Who should I contact if I encounter shipment tracking issues?
End customers rarely have direct access to BorderGuru support. For the fastest resolution:
- Contact your seller or retailer—they hold direct accounts with BorderGuru and carriers.
- Ask the seller to escalate your inquiry with BorderGuru’s operations team.
- If needed, your seller can also file a claim directly with the carrier partner using your BorderGuru tracking number.