Asendia tracking

What is Asendia?

Asendia is an international transportation and logistics company specializing in the delivery of mail and parcels across borders. Founded in July 2012, this company is the result of a strategic joint venture between two major European postal operators: La Poste (France) and Swiss Post. This unique alliance enables Asendia to benefit from the combined expertise and extensive networks of these two historic postal operators, offering exceptional worldwide coverage for international shipments.

Asendia's headquarters are shared between two European capitals: Paris in France and Berne in Switzerland, perfectly reflecting the dual origin of its founders. This bicephalous structure illustrates the desire to maintain a balance between the two shareholders, each holding 50% of the company's capital. Legally established as an SAS (Simplified Joint-Stock Company), Asendia Management coordinates the group's activities from France while maintaining a strategic presence in Switzerland.

Since its creation, Asendia has positioned itself as an essential player in cross-border logistics for e-commerce. The company has capitalized on the explosion of international e-commerce to develop solutions tailored to the needs of online merchants wishing to ship their products worldwide. In a decade, the group has experienced remarkable growth, evolving from an activity primarily focused on traditional mail to a position as a global leader in e-commerce parcel delivery.

• Founding date: July 2012, born from the merger of La Poste and Swiss Post's international mail activities
• Shareholders: La Poste (France) (50%) and Swiss Post (50%), two historic European postal operators
• Headquarters: Dual headquarters in Paris (France) and Berne (Switzerland)
• Annual revenue: More than 2.5 billion euros annually, reflecting the scale of the group's operations
• Workforce: More than 1,500 employees distributed across 17 countries on four continents
• Volume processed: More than 2 million items processed daily, including 600,000 for export

Asendia's market positioning is based on its ability to offer accessible and reliable international delivery solutions. Unlike traditional express carriers such as DHL or FedEx, which focus on urgent, high-value shipments, Asendia primarily serves e-commerce merchants shipping lightweight parcels of moderate value to international destinations. This approach makes it possible to offer competitive rates while maintaining satisfactory service quality for B2C e-commerce.

The company has also made sustainable development a major strategic focus. Since 2022, Asendia has offset all of its carbon emissions related to transportation, thus achieving 100% carbon-neutral logistics. This environmental commitment responds to growing expectations from consumers and merchants seeking to reduce the ecological footprint of their international business activities.

Which countries does Asendia deliver to?

Asendia has an exceptionally extensive geographical coverage, making it possible to deliver shipments to virtually every country in the world. Thanks to its developed international network and partnerships with national postal operators, the carrier serves more than 220 countries and territories across all five continents. This worldwide reach is one of Asendia's main assets for e-commerce merchants looking to expand their international sales.

Asendia's direct presence extends across four major continents: Europe, North America, Asia, and Oceania. The group operates directly in 17 countries through local subsidiaries generally bearing the name Asendia followed by the country in question. These include Asendia USA for North America, Asendia UK for the United Kingdom, Asendia Singapore for Southeast Asia, and Asendia Australia for the Pacific region. These entities have dedicated teams and logistics infrastructure tailored to the specific characteristics of each market.

• Europe: Complete coverage of all European countries, with particular expertise in France, Switzerland, Germany, the United Kingdom, and Benelux countries
• North America: Major presence in the United States via Asendia USA, the group's largest subsidiary, as well as in Canada
• Asia-Pacific: Offices in Hong Kong, Singapore, and South Korea to coordinate flows to and from this dynamic region
• Oceania: Operations in Australia to cover the Pacific region and New Zealand
• Rest of the world: Delivery to Latin America, Africa, and the Middle East through postal partnerships

Asendia's operational model is based on close collaboration with the national postal operators of each destination country. For final distribution, the carrier relies on the expertise and local network of national postal services. In France, parcels are handed over to Colissimo or Chronopost depending on the service level. In the United States, the Asendia USA subsidiary works with USPS for last-mile delivery. In the United Kingdom, Royal Mail ensures final distribution. This smart partnership allows Asendia to benefit from existing infrastructure in each country without having to deploy its own delivery network.

Regional sorting centers form the backbone of the Asendia network. In Europe, processing centers are located in France, Switzerland, and the United Kingdom to consolidate shipments destined for the continent. In Asia, the hubs of Hong Kong and Singapore centralize flows to the Asia-Pacific region. This organization into regional centers makes it possible to pool international transport, optimize costs, and reduce delivery times to each target region.

Certain destinations are subject to restrictions or cannot be served for regulatory reasons. Countries under international embargo are not included in the destinations accessible via Asendia. For other destinations, the carrier adapts its services to applicable local regulations, whether customs restrictions, limitations on certain types of goods, or specific documentation requirements.

What are Asendia's services and delivery times?

Asendia has developed a complete range of international shipping services called e-PAQ, specifically designed to meet the varied needs of e-commerce merchants. This offer comes in four distinct service levels, allowing each merchant to choose the solution best suited to their budget, delivery time, and tracking constraints. From economy to premium service, e-PAQ covers the full spectrum of international delivery needs for e-commerce.

The e-PAQ Standard service is the entry-level offering for economical international shipments. Designed for lightweight parcels up to 2 kg, this service prioritizes affordability for low-value shipments. Final delivery is handled by the postal service of the destination country via standard mail. Delivery times vary depending on destinations: allow 3 to 6 days for regional deliveries within Europe and 4 to 10 days for intercontinental shipments. This service is ideal for non-urgent items where shipping cost must remain minimal.

e-PAQ Plus represents an intermediate evolution adding tracking features at a controlled rate. Also limited to parcels of 2 kg maximum, this service includes step-by-step tracking allowing you to locate the parcel at the main milestones of its journey: entry and exit from countries, transmission to the local network, and delivery. The option of signed delivery is available to secure parcel handover. Delivery times remain comparable to e-PAQ Standard but with increased visibility over the shipment's route.

• e-PAQ Standard: Economy service for parcels up to 2 kg, delivery times of 3 to 10 days depending on destination, ideal for non-urgent shipments
• e-PAQ Plus: Economy service with step-by-step tracking and signature option, parcels up to 2 kg, delivery times similar to Standard
• e-PAQ Select: Premium service with full tracking, parcels up to 30 kg, delivery times of 2 to 6 days in Europe, delivery at pickup point or home
• e-PAQ Elite: Premium express service, parcels up to 30 kg, delivery possible from next day, full tracking and prepaid customs options

e-PAQ Select is Asendia's flagship offering for demanding international e-commerce. This premium service handles parcels up to 30 kg with end-to-end full tracking and faster routing than standard postal services. Final distribution is entrusted to specialized partners offering advanced options: home delivery with detailed tracking, pickup at points among a vast network, delivery notifications, and rescheduling possibilities. Depending on the country, Asendia relies on extensive pickup point networks allowing great flexibility in retrieval.

e-PAQ Elite represents the highest service level in the Asendia range. Designed for urgent, high-value, or bulky international shipments, this express service guarantees the shortest possible delivery times. International transit is expedited and final delivery is handled by express partner carriers in each country. Once parcels arrive in the destination country, delivery can occur from the next day onwards. This service also includes prepaid customs duty options to simplify receipt by the recipient.

In addition to transport services, Asendia offers returns management solutions via e-PAQ Returns. This service facilitates the return of merchandise by end customers through a network of local drop-off points. Asendia then handles the international repatriation of returned items to the merchant's warehouse. This solution addresses growing consumer expectations regarding ease of returns, a factor that has become determining in international online purchase decisions.

What are Asendia's rates and maximum dimensions accepted?

Asendia's pricing policy adapts to different shipper profiles, from small e-commerce merchants to large online sales platforms. Rates vary based on several criteria: parcel weight, dimensions, destination, service level chosen, and shipping volumes. Unlike traditional express carriers offering public pricing grids, Asendia favors a personalized approach with rates negotiated according to each professional client's specific needs.

For e-PAQ Standard and e-PAQ Plus services, the maximum weight allowed is set at 2 kg, corresponding to the category of small international postal parcels. This limit is suitable for the majority of e-commerce shipments involving lightweight items such as clothing, accessories, cosmetics, or small electronics. The premium services e-PAQ Select and e-PAQ Elite accept parcels up to 30 kg, allowing the shipment of bulkier or heavier items.

• e-PAQ Standard and Plus: Maximum weight of 2 kg, maximum cumulative dimensions of 900 mm (length + width + height)
• e-PAQ Select and Elite: Maximum weight of 30 kg, maximum dimensions of 200 cm in length, 80 cm in width, and 60 cm in thickness, with total perimeter of 200 cm
• Mailbox parcels: Additional savings possible for shipments less than 3 cm thick that can be deposited in a mailbox

Maximum dimensions also vary by service level. For Standard and Plus offers, the sum of the three dimensions (length + width + height) must not exceed 900 mm. Premium services allow larger parcels with a maximum length of 200 cm, width of 80 cm, and thickness of 60 cm, for a total perimeter not exceeding 200 cm. Small-format parcels that can be deposited directly in a mailbox (thickness less than 3 cm) often benefit from preferential rates.

As a guide, Asendia's rates for intra-European shipments range from 25 to 45 euros for a 2 kg parcel, and 50 to 120 euros for a 10 kg parcel, depending on the service level chosen. These ranges provide an order of magnitude but actual rates depend on conditions negotiated with each client. Large shippers naturally benefit from more advantageous pricing conditions proportional to their shipping volumes.

Factors influencing the final price also include the geographical destination zone (Europe, Americas, Asia, etc.), the nature of the merchandise shipped, additional services such as insurance or signed delivery, and any customs clearance fees for destinations outside the European Union. Asendia offers online rate calculators and invites professionals to contact its sales teams to obtain personalized quotes tailored to their business.

Certain restrictions apply to merchandise that can be shipped via Asendia. Hazardous items, flammable materials, perishable goods, and items subject to specific regulations may be subject to limitations or prohibitions depending on destinations. The carrier recommends consulting its general terms and conditions to verify product eligibility before shipment.

What are Asendia's delivery options?

Asendia offers several delivery options to adapt to recipient preferences and logistics constraints of each market. The carrier relies on the distribution networks of its local partners to offer maximum flexibility in parcel delivery methods. In each country, Asendia collaborates with national postal operators and local pickup point networks to ensure optimal delivery coverage.

Home delivery is the default option for most Asendia services. The postal worker or delivery person from the local partner goes to the address indicated by the recipient to hand over the parcel. For small parcels that can be deposited in a mailbox, delivery occurs without requiring the recipient's presence. For larger parcels or shipments requiring a signature, the delivery person performs hand-to-hand delivery after verifying the recipient's identity.

• Home delivery: Delivery to recipient's address, in mailbox for small formats or hand-to-hand for bulky parcels
• Pickup point delivery: Retrieval from a dense network of pickup points, post offices, or partner shops, at the recipient's convenience
• Automated locker delivery: Placement in automated lockers accessible 24/7 in an expanding network
• Signature option: Delivery against signature to secure delivery of valuable parcels
• Delivery rescheduling: Ability to modify delivery date or location via notifications received

Pickup point delivery is a popular alternative for many recipients. In each destination country, Asendia provides access to extensive pickup point networks: post offices, partner merchant relay points, and automated lockers. These alternative delivery points allow the recipient to retrieve their parcel at a time that suits them, often outside working hours. Pickup point networks generally cover the entire national territory, guaranteeing optimal accessibility for the majority of recipients.

Automated lockers are a rapidly growing delivery option. These secure lockers accessible 24 hours a day allow you to retrieve your parcel at any time without human interaction. The recipient receives an access code by SMS or email to open the locker containing their parcel. The locker network is developing rapidly, particularly in urban areas, shopping centers, and train stations.

The signed delivery option is available with e-PAQ Plus, Select, and Elite services. This method secures parcel delivery by requiring a signature from the recipient or an authorized third party. If absent, the delivery person leaves a delivery notice indicating the methods for redelivery or parcel retrieval at a pickup point or post office.

Asendia's premium services include notification features allowing the recipient to track delivery progress and reschedule if necessary. The recipient can thus modify the delivery date, choose another delivery location, or authorize deposit in a safe place. These flexibility options reduce delivery failures and improve the customer experience for international online purchases.

What should I do if my Asendia parcel is lost or damaged?

In case of problems with an Asendia parcel (loss, abnormal delay, or damage), a claims procedure allows you to obtain information about the shipment's status and, if applicable, compensation. The steps to follow depend on the claimant's status: end customers should generally first contact the seller from whom they made their purchase, while professional shippers can contact Asendia directly.

For end customers who ordered from an e-commerce site, the first step is to contact the seller's customer service. Indeed, the transport contract binds Asendia to the shipper and not to the recipient. The merchant has the necessary information to file a claim with the carrier and can offer a refund or resend the order according to their business policy. If the seller does not respond satisfactorily, the recipient can then contact Asendia directly.

• Step 1: Gather necessary information (tracking number, shipping and delivery addresses, content description, photos in case of damage)
• Step 2: Contact the seller to report the issue and request a solution (refund, resend)
• Step 3: If necessary, contact Asendia customer service directly by phone, email, or online form
• Step 4: Provide all requested documentation for the internal investigation
• Step 5: Await resolution (refund, compensation, or other appropriate measure)

Several channels allow you to reach Asendia customer service. By phone, the number 09 77 41 43 72 is accessible Monday to Friday from 9am to 6pm. Professional customers can also call 3634 to be connected with a specialist, from 8am to 7pm on weekdays and 8:30am to 1pm on Saturday. By email, the address [email protected] allows you to submit a written complaint. Asendia's website also offers a virtual assistant and contact form accessible via the customer support section.

If you receive a damaged parcel, it is important to act quickly to preserve your rights. The regulations provide for a period of 3 days following delivery to report damage to the carrier by registered mail with proof of receipt. It is strongly recommended to photograph or film the damaged parcel and its contents before any handling, as these visual proofs are essential to support the claim.

Once the claim is submitted, Asendia conducts an internal investigation to assess the situation. The processing time varies depending on the complexity of the case and can take several weeks for international investigations involving multiple partners. Customer service informs the claimant of the progress of the investigations and the final decision: refund of shipping fees, compensation for contents, or other compensatory measure.

Compensation amounts are governed by Asendia's general terms and conditions and international postal conventions. As a general rule, compensation is capped at an amount per kilogram of merchandise, in accordance with industry practices. For high-value shipments, Asendia offers additional insurance options providing more extensive coverage in case of loss or damage. It is recommended to consult the specific conditions applicable to the service used before shipment.

Does Asendia handle international shipments and customs procedures?

Managing international shipments and customs procedures is at the heart of Asendia's business. As a specialist in cross-border transport, the company has developed in-depth expertise in customs clearance and regulatory compliance to facilitate the passage of goods across borders. This skill represents a major asset for e-commerce merchants wishing to sell internationally without directly facing the complexity of customs procedures.

For all shipments to destinations outside the European Union, a customs declaration is mandatory. Asendia assists its clients in preparing required documents and can handle customs clearance formalities on their behalf. The client designates Asendia to act on their behalf to carry out import and export declarations and settle any customs duties and taxes with the authorities. This delegation greatly simplifies procedures for shippers.

• Required documents: Commercial invoice detailing the nature and value of merchandise, customs declaration CN22 or CN23, any export licenses or permits
• Electronic data: Prior transmission of shipping information to authorities for security checks and tax calculation
• DDP and DDU options: Choice between customs prepaid by shipper (Delivered Duty Paid) or paid by recipient upon receipt (Delivered Duty Unpaid)
• Complex destinations: Special expertise for countries with demanding formalities such as Switzerland, Norway, the United States, Canada, and Israel

The commercial invoice is an essential document for transport and customs procedures. It must clearly detail the nature of the merchandise, quantity, weight, and declared value. For shipments valued below 300 euros, the invoice can be included inside the parcel. Beyond this threshold, it must be attached to the outside of the packaging in a transparent plastic pocket. The accuracy and precision of this information determine the fluidity of customs clearance.

Asendia transmits electronic data of shipments to the customs authorities of destination countries before the physical arrival of parcels. This advance notice allows customs services to prepare inspections and expedite customs clearance. The data includes shipper and recipient identification, detailed description of contents, customs codes for merchandise, and declared value. Non-compliance with documentation requirements can result in delays or even parcel refusal.

Depending on the destination country and service chosen, Asendia offers two methods for settling customs duties and taxes. In DDP mode (Delivered Duty Paid), the shipper prepays customs fees: the recipient receives their parcel without having to pay anything. This option, available with e-PAQ Elite, offers an optimal customer experience for international purchases. In DDU mode (Delivered Duty Unpaid), the recipient is informed of the amount owed and can settle taxes through a secure portal before final delivery.

The client remains responsible for ensuring their shipments comply with import and export regulations. Certain products are subject to restrictions or prohibitions depending on countries (food products, cosmetics, electronics, etc.). Asendia recommends verifying the rules applicable to each destination and merchandise type before shipment. In case of incomplete, incorrect, or fraudulent declaration, the client assumes full responsibility for consequences, including fines or merchandise confiscation.

Customs clearance times vary depending on destinations and shipment complexity. For most standard parcels, customs clearance occurs within a few hours to a few days. Shipments requiring in-depth inspection or payment of duties by the recipient may experience additional delays. Asendia's tracking system displays customs statuses allowing you to monitor clearance progress and identify any bottlenecks.

Understanding tracking statuses

When you track an Asendia parcel online, various statuses may appear. Here are the main statuses and their meaning: