Help & FAQ

• Tracking a shipment
• What does my shipment number look like?
• What do the status labels mean?
• What's the difference between Standard, Express, Overnight…?
• How is pricing calculated?
• How do I contact support?

Go to the Track Shipment page and enter the shipment number you received when the parcel was booked. Tracking is public — you don't need to log in.

Each parcel inside a shipment has its own barcode. The tracking page shows the full history per parcel: where it was dropped off, every hub it passed through, and when it was delivered.

Shipment numbers follow the format SHP-YYYYMMDD-XXXXXXXX — for example SHP-20260602-A1B2C3D4. The middle section is the date the shipment was created. The trailing 8 characters are a random unique identifier.

Each parcel barcode within a shipment extends the format: SHP-YYYYMMDD-XXXXXXXX-YYYYYYYY where the last 8 characters identify the specific parcel.

• Created — shipment was booked, awaiting drop-off at the origin office.
• Dropped Off — parcel received at origin office, being prepared for dispatch.
• Processing — sorted and queued for the next outbound vehicle.
• In Transit — on the road between two offices.
• At Hub — arrived at an intermediate hub, awaiting the next leg.
• Out for Delivery — with the local delivery agent, en route to recipient.
• Delivered — handed over to recipient.
• Delivery Attempted — recipient was unavailable; a second attempt is queued.
• Held at Office — recipient asked us to hold for pickup at the destination office.
• Returned to Sender — could not be delivered; sent back.
• Exception — something needs attention; contact support with your shipment number.
• Cancelled — shipment was cancelled before dispatch.

• Standard (STD) — reliable ground delivery within ~7 days. Cheapest non-economy option.
• Express (EXP) — 1–3 business days, priority handling. About 50% more than Standard.
• Overnight (OVN) — next business day on supported routes. About 2× Standard.
• Economy (ECO) — slowest option, up to 14 days, ~25% cheaper than Standard.
• Same Day (SMD) — local same-day delivery within ~200 km. Highest tier, ~3× Standard.
• Freight (FRT) — heavy/bulk cargo, minimum 100 kg per shipment. Lower per-kg rate, higher base.

Sacco partners (Mololine, Easy Coach, Modern Coast, etc.) offer the same service codes at lower prices on their own routes. When you book through a sacco's portal or counter, their rates apply automatically.

The quote you see is the final price including VAT. We don't tack on tax at checkout.

Under the hood:

Chargeable weight = the larger of actual weight (kg) or volumetric weight (L × W × H in cm, ÷ 5000). Big light boxes are billed by volume so we don't ship air.

Rates are banded by distance: 0–50 km, 51–200 km, 201–500 km, 501+ km. The platform default ladder is the premium courier ladder. Sacco operators have their own (cheaper) ladders.

Email support@parcelmtandao.com with your shipment number and a description of the issue. Include a screenshot if it's a UI bug.

For payment, customs, or compliance questions, mention the keyword compliance in the subject line so it routes to the right team.