Frequently Asked Questions
Quick answers to common inquiries about our services
How do I track my shipment?
Visit our Track page and enter your tracking number (e.g., DRE-02761014172026). You'll see real-time status updates, location history, and estimated delivery time.
What shipping services do you offer?
We offer Standard, Express, Freight, Document, Pet/Animal Transport, and Hazardous Materials shipping. Each service includes real-time tracking and insurance options.
How are shipping costs calculated?
Costs depend on package weight, dimensions, origin/destination, shipping speed, and service type. Use our Get a Quote page for an instant estimate.
Is my shipment insured?
All shipments include basic coverage. Enhanced insurance is available for high-value items. Visit our Insurance Coverage page for details.
What do I do if my package is delayed?
First, check your tracking status for updates. If your shipment is significantly delayed, contact our support team via the Contact page or WhatsApp for immediate assistance.
Can I ship internationally?
Yes. Prime Route operates across 190+ countries. Our team handles customs documentation, duties, and regulatory compliance for seamless international delivery.
How do I schedule a pickup?
Use our Ship Now page to schedule a pickup. You can choose your preferred date, time window, and provide pickup location details.
What items are prohibited from shipping?
Prohibited items include explosives, narcotics, counterfeit goods, and certain chemicals. Contact us for a complete list or if you're unsure about a specific item.
How can I report a lost or damaged package?
Contact our support team within 30 days of the expected delivery date. Provide your tracking number and any photographic evidence of damage.
Do you offer business accounts?
Yes. Our Business Services include volume discounts, dedicated account management, API integration, and priority support. Visit our Business page to learn more.