Borderfree tracking

What is Borderfree?

Borderfree is a platform specialized in cross-border e-commerce, enabling retailers to expand their business globally while simplifying the purchasing experience for international consumers. Founded in 1999 in Israel under the name E4X, the company quickly established itself as a major player in international online sales solutions. Its expertise is based on managing the complete cross-border purchasing journey, from website localization to final package delivery.

Borderfree's history is marked by several strategic acquisitions that strengthened its market position. In May 2015, American company Pitney Bowes acquired Borderfree for approximately $395 million, integrating the platform into its global commerce operations. This acquisition enabled Borderfree to benefit from Pitney Bowes' substantial logistics infrastructure, one of the world's leading providers of postal and logistics solutions. In July 2022, a new turning point occurred when Israeli company Global-e, a specialist in cross-border commerce, completed the acquisition of Borderfree from Pitney Bowes for approximately $100 million.

Today, Borderfree operates as a subsidiary of the Global-e group while maintaining a strategic partnership with Pitney Bowes for its international logistics operations. This global alliance allows Borderfree to combine Global-e's advanced localization technology with Pitney Bowes' proven logistics capabilities. The company's headquarters is located in New York at 292 Madison Avenue, although its cross-border commerce teams are distributed worldwide.

• Year of establishment: 1999, initially under the name E4X in Israel
• Current parent company: Global-e, an Israeli company and leading player in cross-border commerce, listed on NASDAQ
• Primary logistics partner: Pitney Bowes, which provides e-commerce logistics services associated with Borderfree
• Headquarters: New York, United States
• Global coverage: More than 220 countries and territories served worldwide
• Market position: Third largest cross-border commerce platform globally with more than 400 e-commerce sites using its services

Borderfree's market positioning is based on its ability to offer an all-in-one solution for retailers wishing to sell internationally without having to manage the complexity of regulations, currencies, taxes, and logistics specific to each country themselves. Among its historical and current clients are prestigious retailers such as Neiman Marcus, Macy's, Bloomingdale's, J. Crew, Lands' End, Gilt, Ann Taylor, and more recently Ritani, the online jeweler that launched its international shipping services in partnership with Borderfree in November 2023.

To which countries does Borderfree deliver?

Borderfree distinguishes itself through exceptionally extensive geographic coverage, allowing partner retailers to reach consumers on virtually every continent. The platform currently serves more than 220 countries and territories worldwide, making it one of the largest cross-border commerce networks in the industry. This global presence gives merchants the ability to develop international sales without having to establish a physical or logistics presence in each target market.

Borderfree connects buyers in more than 200 different countries and regions, a figure that continues to grow thanks to logistics partnerships developed by the company. This geographic expansion relies on a global network of carriers and local postal services, enabling packages to be transported from their origin point to their final destination, regardless of the recipient's location.

All continents are covered by Borderfree's services. In North America, deliveries to the United States and Canada benefit from preferential treatment thanks to distribution centers located in that territory. Orders destined for Canada are particularly handled by Canada Post for standard shipments, while DHL Express ensures express deliveries. Latin America, Europe, Asia, Oceania, and Africa are also served, allowing consumers in these regions to access products from American and European retailers partnered with Borderfree.

• North America: United States, Canada, and Mexico with dedicated logistics infrastructure
• Europe: All European Union countries as well as the United Kingdom, Switzerland, Norway, and other European nations
• Asia-Pacific: Japan, South Korea, China, Hong Kong, Singapore, Australia, New Zealand, and many other Asian markets
• Latin America: Brazil, Argentina, Mexico, Chile, Colombia, and other Central and South American countries
• Middle East and Africa: United Arab Emirates, Saudi Arabia, Israel, South Africa, and other destinations
• Overseas territories: Numerous islands and territories served through agreements with local postal services

This worldwide coverage is made possible through the strategic partnership between Borderfree, Global-e, and Pitney Bowes. Pitney Bowes, recognized as the leading provider of international e-commerce services according to the IR 1000 ranking, brings its logistics expertise and diverse network of local and international carriers. This network allows for optimized routing and competitive delivery timelines to each destination.

It should be noted that certain restrictions may apply depending on the destination countries, based on local regulations, international trade agreements, and types of products shipped. Trade embargoes, restrictions on certain product categories, or specific documentation requirements may limit shipping possibilities to certain territories. Borderfree integrates these constraints into its platform and informs buyers of any possible limitations during the ordering process.

What are the Borderfree shipping services and delivery times?

Borderfree offers a complete range of international shipping services adapted to different consumer needs. The platform generally offers two main transport options: standard service and express service. Delivery times and rates vary depending on the retailer from which the purchase is made, the delivery address, and available options for the relevant destination. During the ordering process, the buyer can view the different shipping options offered and estimated timelines before finalizing their purchase.

Standard shipping service is the most economical option for international purchases. This shipping method typically uses postal services and conventional carriers to transport packages from the country of origin to the recipient's home. Standard delivery times vary considerably depending on the destination, generally ranging from a few days for neighboring countries to several weeks for the most distant destinations. According to available data, average international delivery times via Borderfree range between 1 and 20 days.

For customers wanting to receive their orders more quickly, Borderfree also offers express shipping services. These accelerated options use specialized carriers such as DHL Express, significantly reducing transportation times. Express deliveries to Canada, for example, are handled by DHL Express and can be completed in just a few business days. The cost of this option is naturally higher than standard service, but guarantees priority handling of the package.

• Standard service: Economical option with variable delivery times by destination, generally 5 to 20 days depending on the country
• Express service: Accelerated delivery via DHL Express or other fast carriers, ideal for urgent orders
• Processing time: Generally allow 5 to 7 days for order processing and shipping by the retailer
• Real-time tracking: Each shipping option includes a tracking number allowing you to locate the package throughout its journey
• Estimate at checkout: The estimated delivery time is displayed at payment for each available option

It is important to note that delivery times displayed at checkout are estimates and may vary based on several factors. Processing time by the retailer, weather conditions, peak activity periods such as year-end holidays, as well as customs procedures can influence the total transportation duration. International shipments may experience periods without tracking updates for several days when the package is in transit between two control points, which is completely normal and does not indicate a problem with delivery.

Borderfree does not generally offer scheduled or appointment delivery, these options being more related to the services of local carriers handling final distribution. Similarly, weekend or holiday delivery depends on local carrier practices in the destination country. For express deliveries, some carriers like DHL may offer extended delivery windows, but this remains specific to each situation.

What are the maximum rates and dimensions accepted by Borderfree?

The pricing of shipments via Borderfree is one of the platform's major strengths, as it allows consumers to know the total cost of their order before finalizing their purchase. Unlike many international purchases where customs fees and taxes are collected upon delivery, Borderfree calculates and displays all costs from the cart, including item price, shipping fees, customs duties, and applicable taxes. This total amount, called "landed cost" or cost delivered to destination, guarantees the customer that they will have no financial surprises when receiving their package.

Shipping costs vary based on several criteria: the weight and dimensions of the package, the destination, the chosen delivery method (standard or express), and the retailer from which the purchase is made. Each Borderfree partner merchant can define their own pricing policy for international shipments, which explains why fees may differ from one store to another for similar items. During the ordering process, the buyer clearly sees the breakdown of fees before validating payment.

Regarding customs duties and taxes, Borderfree generally offers two options to buyers. The first, and most common, is to prepay all duties and taxes at checkout. This option guarantees that the amount displayed at payment is the final amount, with no additional fees at delivery. The second option, available for certain destinations, allows payment of duties and taxes upon package arrival. In this case, the recipient must pay these fees to the carrier or local customs authorities before being able to retrieve their order.

• Guaranteed total cost: The price displayed at payment includes all fees if the tax prepayment option is selected
• Local currencies: Borderfree handles more than 70 currencies, allowing customers to pay in their local currency
• Automatic tax calculation: Customs duties and taxes are calculated in real time according to the destination country's regulations
• Pricing transparency: Complete breakdown of fees available before order confirmation
• No hidden fees: No surprises at delivery when taxes are prepaid

Regarding maximum dimensions and weight accepted, Borderfree relies on the capabilities of its partner carrier network. Limits therefore vary depending on the carrier used for transport to the relevant destination. Generally, international postal services accept packages up to approximately 30 kg, while express carriers like DHL can handle larger shipments. Borderfree partner retailers also define their own restrictions based on the products they sell.

Certain product categories are subject to restrictions or are completely excluded from international shipments. Prohibited items generally include hazardous materials, explosives, weapons, illicit substances, counterfeit products, live animals, and perishable goods requiring cold chain maintenance. Prescription medications are also strictly prohibited, while over-the-counter medications and dietary supplements may be subject to restrictions depending on the destination country. Since regulations vary from country to country, Borderfree integrates these constraints into its platform and warns buyers of any applicable limitations to their order.

What are the Borderfree delivery options?

Borderfree offers several delivery options to suit the preferences and constraints of international buyers. Home delivery is the main distribution method, allowing customers to receive their orders directly at their chosen address. This option is available for the vast majority of destinations covered by the service and represents the most common choice for cross-border online purchases.

With home delivery, if the recipient is absent when the carrier calls, several scenarios are possible depending on the local carrier handling final distribution. The driver may attempt redelivery the next business day or later the same day. In some cases, the package may be left at a pickup point or local distribution center awaiting retrieval by the recipient. These alternatives depend on the practices of the carrier used in the destination country and local regulations in effect.

For deliveries to Canada, Borderfree uses Canada Post for standard shipments and DHL Express for express deliveries. Canada Post generally offers options for pickup at post offices or FlexDelivery points if the recipient is not available during the delivery attempt. DHL Express, for its part, can offer delivery rescheduling options or deposit at a DHL service point according to the customer's preferences.

• Home delivery: Primary option allowing receipt of the package at the address provided at checkout
• Redelivery attempt: If absent, the carrier may return the next day or later the same day
• Pickup point deposit: Depending on the local carrier, the package may be made available at a pickup location
• Distribution center: Possible alternative for retrieving an undelivered package
• Delivery notifications: Email alerts regarding shipment status

Borderfree has several processing centers in the United States, located in Lockbourne (Ohio), Romulus (Michigan), Franklin Park (Illinois), and Fort Worth (Texas). A Canadian center is also located in Etobicoke, Ontario. These facilities receive packages from partner retailers and prepare them for export and international delivery. This infrastructure allows for optimized order processing and ensures efficient shipment to destinations worldwide.

Borderfree's notification system allows customers to track their order progress at each stage of the process. A shipment confirmation email containing the tracking number is sent as soon as the package leaves the retailer's warehouse. Additional updates may be sent during major transport stages, including when passing through customs and being taken over by the local carrier for final delivery. Customers with a Borderfree account can view the complete history of their orders and access detailed tracking information directly from their personal account.

What should I do if my Borderfree package is lost or damaged?

In the event that a package shipped via Borderfree is lost or damaged during transport, specific procedures are in place to allow customers to obtain a satisfactory resolution. It is important to understand that although Borderfree manages the entire cross-border logistics process, customer service for claims is generally provided by the retailer from which the purchase was made. This organization centralizes requests and offers a consistent experience to customers.

If you believe your package is lost or stolen, the first step is to contact the customer service of the retailer from which you placed your order. The retailer's contact details are generally available on the retailer's website, on your order confirmation, or via the Borderfree "Contact Us" page. The retailer's customer service can then open an investigation with Borderfree to identify what happened and find a solution to the problem encountered.

Regarding damaged packages or incorrect items received, the same procedure applies: you should contact the store where the purchase was made. The retailer will work with Borderfree to handle your claim in accordance with its after-sales service policy. It is recommended to report any visible damage upon package receipt and to keep the original packaging as well as any evidence (such as photos of the damage) that could facilitate processing of your request.

• Initial contact: Contact the customer service of the retailer where the purchase was made
• Investigation opening: The retailer can initiate an investigation with Borderfree
• Damage proof: Photograph any visible damage and keep the original packaging
• Reporting deadline: Report any issues as soon as possible after receipt
• Protection guarantee: All Borderfree packages benefit from protection and replacement guarantee

Borderfree offers package protection coverage that covers loss and damage occurring during transport. This protection is included for all shipments and provides for replacement or refund in case of proven logistics problems. The exact terms of this guarantee may vary depending on the retailer and the type of product ordered, but it aims to protect consumers against the hazards of international transport.

Regarding refunds, Borderfree generally processes requests within 5 to 10 business days after receipt of the returned merchandise at their processing center. The refund amount will appear on the customer's bank statement within up to two billing cycles depending on financial institutions. The refund is made in the same currency and at the same exchange rate as the original transaction, ensuring that the customer recovers the exact amount they paid.

To contact Borderfree directly if needed, several channels are available. Customer service can be reached by phone at 1-212-299-3555 or toll-free at 1-866-921-1861 from Canada. Local numbers are also available for other countries: Australia (1-800-823-618), Hong Kong (1-800-90-3149), Singapore (1-800-101-2208), United Kingdom (0-800-068-9314), and United Arab Emirates (8000-4440-533). Support is also accessible by email at [email protected], available 24 hours a day, 7 days a week.

Does Borderfree manage international shipments and customs procedures?

The management of customs procedures is one of the fundamental services offered by Borderfree, and it is precisely this expertise that distinguishes the platform from traditional shipping solutions. Borderfree handles all customs procedures related to export from the country of origin and import to the destination country, significantly simplifying the international purchasing process for consumers.

With each purchase made via Borderfree, applicable customs duties and taxes are calculated in real time using sophisticated algorithms that take into account the nature of items, their value, their country of origin, and the customs regulations of the destination country. These fees are integrated into the total price displayed at payment, allowing the customer to know exactly how much they will need to spend for their order. This "landed cost" system eliminates unpleasant surprises at delivery and offers complete transparency on the true cost of the purchase.

When crossing borders, Borderfree arranges customs declaration of the package and coordinates payment of duties with the competent authorities. The company uses partner customs brokers who handle customs clearance for each shipment. This professional handling of procedures speeds up customs clearance and minimizes risks of delays or merchandise blockage. The service also ensures compliance with international trade regulations, avoiding problems related to non-compliance with documentary requirements.

• Automatic duty calculation: Taxes and customs duties are calculated instantly according to the destination country's regulations
• Tax prepayment: Option to settle all customs fees at checkout to avoid any additional fees at delivery
• Customs brokerage: Borderfree appoints professional brokers to handle customs clearance procedures
• Customs declarations: Automatic preparation of all documents required for customs clearance
• Regulatory compliance: Adherence to legal requirements of each destination country

The shipping documents necessary for international trade are automatically generated by the Borderfree platform. Commercial invoices, customs declarations, and any other required documents are prepared and attached to each shipment. This automation reduces error risk and ensures that information communicated to customs authorities is accurate and complete. For shipments to certain countries requiring specific documents (certificates of origin, export licenses, etc.), Borderfree informs the retailer and buyer of applicable requirements.

It should be noted that two methods of managing duties and taxes are generally offered to buyers. The first option, recommended by Borderfree, is to prepay all duties and taxes at checkout. In this case, the amount displayed at payment is final and the customer will have no additional fees to pay upon delivery. The second option, called "Duties and Taxes to be paid on arrival," allows deferment of duty payment until delivery. In this scenario, the recipient must pay customs fees to the carrier or postal services before being able to retrieve their package. The amounts due in this case are determined by local customs authorities and cannot be modified by either Borderfree or the retailer.

Customs clearance times may vary depending on the countries and the nature of shipped goods. In most cases, packages clear customs without particular difficulty thanks to documentation prepared by Borderfree. However, some shipments may be subject to random inspections or thorough checks by customs services, which can cause additional delays. These verifications are independent of Borderfree and are part of normal border control procedures. Customers are informed of their package's status via the tracking system, particularly when it is undergoing customs clearance.

How do I return an item purchased via Borderfree?

The return process for items purchased via Borderfree has been designed to offer international customers a simple and clear experience. Although purchases are made on partner retailer websites, Borderfree is technically the intermediary responsible for managing deliveries and returns. The company has established standardized procedures while adapting to the specific policies of each partner retailer.

To initiate a return, the first step is to contact the retailer from which the purchase was made. Each Borderfree partner retailer defines its own return and exchange policy, and these conditions are applied by Borderfree when processing requests. The customer service contact details for the retailer are generally available on the order invoice, on the merchant's website, or via Borderfree's help page. It is important to contact the retailer rather than Borderfree directly, as Borderfree's teams provide internal support to retailers while customer requests are handled by store teams.

Once the return request is approved, the customer receives a return authorization email containing detailed instructions for returning the items. This email specifies the procedure to follow, including available options for arranging home pickup or depositing the package at a collection point. The instructions also indicate the return address and any documents to be included with the package.

• Initial contact: Contact the retailer's customer service to request return authorization
• Authorization email: Receipt of detailed instructions for returning items
• Shipping options: Choice between home pickup or deposit at a collection point
• Return deadline: Generally 90 days from purchase to make a return
• Refund: Processing within 5 to 10 business days after items are received at the returns center

Returns are processed at Borderfree centers or directly in retailer warehouses, depending on the arrangement put in place. Borderfree has several receiving points in the United States (Lockbourne, Romulus, Franklin Park, Fort Worth) and Canada (Etobicoke) that serve as hubs for managing international returns. Once items are received and verified, the refund process is initiated automatically.

The refund includes the price of returned items as well as taxes and customs duties originally paid, in accordance with the principle of refunding the original "landed cost." Initial shipping fees are generally not refunded for returns based on customer preferences (change of mind, incorrect size chosen by customer, etc.). The amount is credited in the same currency and at the same exchange rate as the original transaction, ensuring that the customer receives back exactly what they paid in local currency.

For customers residing in the European Union, specific rights apply under EU distance commerce regulations. European consumers benefit from a 7-day withdrawal right from order completion. If an EU customer cancels their order during this period, Borderfree will refund the full cost of the products as well as all additional fees (notably shipping fees) paid to receive the item. This right is in addition to retailers' standard return policies and provides additional protection to European consumers.

It is important to note that international returns cannot generally be made directly in the physical stores of partner retailers. Items must be returned according to the procedure described by Borderfree, using the shipping methods indicated in the return authorization email. This centralization ensures efficient processing of returns and rapid refund of customers.

How does Borderfree package tracking work?

Borderfree's package tracking system allows customers to follow the shipment of their international orders at each stage of the process. As soon as a package leaves the retailer's warehouse, a unique tracking number is assigned and communicated to the customer by email. This number becomes the reference point for locating the package throughout its journey, from the shipping center to its final destination.

Borderfree tracking numbers generally follow a standardized format that is recognizable. Most numbers start with the letters "E4X" followed by a series of 12 digits, for example "E4X001072830429." This E4X prefix refers to the original name of the company (E4X) before its acquisition and rebranding as Borderfree. However, depending on the carrier used for transport to certain destinations, the tracking number format may vary. In all cases, each package has a unique identifier allowing it to be located.

To track a Borderfree package, several methods are available. Customers without a Borderfree account can use the tracking link included in the shipment confirmation email. This link redirects to a dedicated page displaying the current status of the package and the history of its journey. Another option is to visit the Borderfree tracking page and enter the order number and email address used at purchase to access tracking information.

• Number format: Generally E4X followed by 12 digits (e.g. E4X001072830429)
• Email tracking: Tracking link included in shipment confirmation email
• Borderfree tracking page: Access information with order number and email address
• Customer account: Borderfree members can track all their orders from their account
• Third-party sites: Compatibility with many universal tracking platforms such as 17TRACK, Parcels App, or Ship24

Customers with a Borderfree account benefit from easy access to their tracking information. By logging into their personal account, they can view the complete history of their orders and access tracking details for each shipment. This feature is particularly convenient for regular buyers who want to centralize tracking of their various international orders.

When an order is shipped in multiple packages (partial shipments), each parcel receives its own distinct tracking number. Borderfree identifies the contents of each package and performs partial invoicing corresponding to the items shipped, associated duties and taxes, and shipping fees for that specific package. The customer receives a separate tracking number for each shipment, allowing them to independently track each part of their order.

It is normal for tracking not to be updated for several days during certain phases of international transport. Packages in transit between two control points may pass through areas without scanning during their shipment, which does not necessarily indicate a problem. International shipments regularly experience these periods without updates, particularly during air or sea transport between countries. Customers should therefore not be overly concerned if their package status remains unchanged for a few days.

Understanding tracking statuses

When you track a Borderfree package online, different statuses may appear. Here are the main statuses and their meanings: