IMile tracking

What is iMile?

iMile is a logistics company specializing in last-mile delivery for the e-commerce sector, founded in 2017 in Dubai, United Arab Emirates. Positioned as an innovative technology player in the global supply chain, this company has quickly established itself as a reference partner for online commerce platforms, particularly through its express delivery solutions and efficient cash on delivery management. In just a few years, the carrier has developed significant international presence, now operating in more than 25 countries across the Middle East, Asia, Africa and Latin America.

The company was founded by a group of international professionals with remarkable careers in technology and logistics sectors. Rita Huang Zhen, current CEO of iMile, previously held leadership positions at Alibaba and Huawei, bringing valuable expertise in developing innovative digital solutions. Alongside her, co-founders Naveen Joseph, Gao Wenli and Nancy Chen contributed to shaping the company's vision, oriented towards operational excellence and technological innovation in service of e-commerce.

iMile's headquarters is established at Dubai Investment Park, United Arab Emirates, a strategic location at the crossroads of trade routes between Asia, Europe and Africa. This privileged location allows the company to effectively coordinate its international operations and meet the logistics needs of emerging markets where traditional delivery solutions presented significant limitations.

• Founding date: 2017, in Dubai, United Arab Emirates
• Founder and CEO: Rita Huang Zhen, former technical director of an Alibaba joint venture and country director at Huawei
• Headquarters: Dubai Investment Park, United Arab Emirates
• Global presence: More than 25 countries across multiple continents
• Workforce: Approximately 20,000 employees worldwide
• Business sector: E-commerce logistics and last-mile delivery

iMile's growth has been marked by significant funding rounds reflecting investor confidence in the company's business model. In 2021, iMile raised $40 million from renowned investors, including ByteDance, the Chinese technology group known as the parent company of TikTok. This capital injection accelerated the company's geographic expansion. In November 2024, the company completed a new funding round of $56 million, confirming its attractiveness to investors and its sustained growth trajectory.

iMile's market positioning is based on its ability to solve specific e-commerce challenges in emerging markets, particularly cash on delivery management which represents a significant share of transactions in these regions. The company also distinguishes itself through a customer-centric technological approach, with development of digital tools enabling real-time shipment tracking and optimized logistics operations management.

In which countries does iMile deliver?

iMile has developed extensive geographic coverage, primarily focused on emerging markets where e-commerce is experiencing rapid growth. The carrier operates in more than 25 countries distributed across the Middle East, Asia, Africa, Latin America and Oceania. This international presence allows online merchants to benefit from considerable logistics reach and connect different regions of the globe via a single partner.

In the Middle East, the region of the company's origin, iMile has particularly dense operations. The United Arab Emirates constitute the core of operations, with a mature logistics network and state-of-the-art infrastructure. Saudi Arabia also represents a major strategic market for the carrier, which inaugurated its first independent customs clearance office in Riyadh in 2024, with expansion projects to Jeddah and Dammam.

iMile's expansion has continued steadily in recent years. In 2022, the company extended its operations to Kuwait, Bahrain, Qatar, South Africa, Turkey and Brazil, demonstrating its ability to penetrate diverse markets with varying regulatory environments and consumer habits.

• Middle East: United Arab Emirates, Saudi Arabia, Kuwait, Bahrain, Qatar, Oman, Jordan and Lebanon
• Africa: South Africa, with coverage of the country's main urban areas
• Europe: Turkey, Hungary, Poland, Italy, Spain, Serbia and Slovakia
• Latin America: Brazil, Mexico, Colombia, Peru, Dominican Republic, El Salvador and Guatemala
• Asia-Pacific: China, Australia and New Zealand
• United Kingdom: Established presence for deliveries to and from the British market

iMile's expansion strategy prioritizes markets where cross-border e-commerce is experiencing strong growth and where cash on delivery solutions remain predominant. The company relies on a network of local hubs, international transit centers and trusted carrier partners to ensure effective coverage of each geographic area.

For international shipments, iMile combines its own infrastructure with strategic partnerships enabling it to reach destinations beyond its direct network. This hybrid approach ensures shippers with maximum flexibility while maintaining consistent service levels, whether the package is transported entirely by iMile or in collaboration with local partners.

CEO Rita Huang announced significant ambitions for the coming years, with the goal of covering 100 countries within five years. This expansion is based on the progressive deployment of technological and managerial architecture developed by the company, enabling achievement of true network effects on a global scale.

What are iMile's delivery services and timeframes?

iMile offers a complete range of logistics services designed to meet the varying needs of e-commerce businesses and individuals. The carrier distinguishes itself through flexibility, offering options ranging from same-day express delivery to economical solutions for less urgent shipments. This service diversity allows shippers to choose the speed and cost level suited to each situation.

Express delivery is one of iMile's flagship services. For urgent shipments, the carrier guarantees same-day or next-day distribution depending on the destination and collection schedules. This option is particularly popular for last-minute orders or high-value products requiring rapid delivery. Standard timeframes for domestic deliveries generally range from 3 to 5 business days, while express services enable receipt within 1 to 2 days.

For international shipments, timeframes vary considerably depending on destinations and transport modes used. Cross-border shipments can take from a few days for nearby destinations to several weeks for intercontinental routes involving complex customs procedures. iMile offers different service levels allowing optimization of the speed to cost ratio according to shipper priorities.

• Same-day express delivery: Available in main urban areas of covered countries, with collection before noon for same-day delivery
• Next-day delivery: Service guaranteeing package receipt the next business day following shipment
• Standard domestic delivery: Average timeframe of 3 to 5 business days for domestic shipments
• International express delivery: Between 5 and 7 business days for main commercial corridors
• International economical delivery: Longer timeframes but optimized rates for non-urgent shipments
• Scheduled delivery: Ability to set in advance a delivery date convenient to the recipient

The Cool Box service represents a particularly innovative specialized offering in the United Arab Emirates. This logistics solution guarantees next-day delivery while maintaining stable temperature between 18°C and 26°C throughout the supply chain. Through temperature-controlled hubs, professional packaging and a closed-loop logistics system, this service effectively prevents degradation of products sensitive to thermal variations.

Actual timeframes can be influenced by several factors. Distance to be traveled, local or international destination, transport mode chosen and any customs procedures impact delivery time. Some particularly well-optimized shipments arrive very quickly, sometimes within a few hours, while others may require several weeks in cases involving complex routes or special administrative procedures.

What are iMile's rates and maximum dimensions accepted?

iMile adopts competitive pricing policy, designed to adapt to both the needs of large e-commerce businesses and small shippers and individuals. The cost of a shipment depends on several parameters that allow obtaining a personalized price corresponding to the specific characteristics of each shipment.

The main factors influencing iMile shipping rates include package dimensions and weight, final destination, selected service type and any additional options eventually chosen. Domestic shipments generally benefit from more favorable rates than international shipments, which incorporate long-distance transport costs and fees related to customs procedures.

To obtain an accurate quote, iMile provides several tools allowing shippers to calculate their shipment cost before proceeding with shipment. The iMile Delivery mobile application notably offers the ability to obtain real-time quotes by providing package characteristics, destination address and desired service level. Customers can also contact iMile's sales department directly to negotiate preferential rates in the context of large shipment volumes.

• Package weight: Rates are generally calculated according to actual or volumetric weight, with the higher of the two being used
• Dimensions: Bulky packages may be subject to tariff surcharges related to size
• Destination: Rates vary according to geographic zones, with local shipments being less expensive than international deliveries
• Service level: Same-day express delivery is more expensive than standard or economical options
• Additional options: Cash on delivery, additional insurance or special handling services may incur additional fees

Merchants shipping large volumes benefit from rates negotiated directly with iMile. The company offers warehousing and fulfillment solutions allowing optimization of overall logistics costs by centralizing storage and order preparation. These packaged services generally include pre-negotiated shipping rates more favorable than individual rates.

Regarding maximum dimensions and weight accepted, iMile applies limits that may vary depending on destinations and services. Standard packages are accepted within the usual limits of the express messaging sector. For shipments of exceptional dimensions or weight, it is recommended to contact iMile's customer service directly to verify shipment feasibility and obtain an adapted quote.

iMile's pricing policy is transparent, with clear communication of costs from the quote phase. Customs duties and taxes applicable to international shipments are generally borne by the recipient, unless otherwise agreed between parties. The company nevertheless offers prepayment options for duties and taxes to simplify the final recipient's experience.

What are iMile's delivery options?

iMile offers a palette of delivery options designed to adapt to recipient preferences and shipper operational constraints. This flexibility constitutes one of the carrier's major strengths, allowing personalization of the delivery experience according to specific needs of each shipment.

Home delivery represents the main distribution method offered by iMile. The company's couriers ensure packages are delivered directly to the address indicated by the shipper, with multiple delivery attempts in case of recipient absence. This option is particularly suitable for recipients wishing to receive their packages at home or workplace without having to travel.

Cash on delivery, also known by the acronym COD, constitutes a strong iMile specialty. This option allows customers to pay for their order in cash when receiving the package. Highly valued in Middle Eastern and other markets where online payments are less common, this solution incorporates advanced security mechanisms including OTP verification and proof of delivery to guarantee fraud-proof transactions. iMile then ensures rapid remittance of collected funds to sellers, generally within a week.

• Home delivery: Package delivery to recipient's address with multiple attempts in case of absence
• Cash on delivery (COD): Ability to pay in cash upon receipt, with OTP security and proof of delivery
• Scheduled delivery: Option allowing the recipient to choose a preferred delivery date and time slot
• Same-day express delivery: For urgent orders requiring receipt on the same day
• Pickup points: Package deposit at an approved location where the recipient can collect it
• Delivery reprogramming: Ability to modify the date or delivery address during transit

Managing delivery preferences can be done via the iMile Delivery mobile application or the online tracking portal. Recipients receive notifications with each package status update, allowing them to anticipate delivery arrival and be present at the right time. In case of unavailability, it is generally possible to reschedule delivery for a later date or modify the destination address.

The Cool Box service, available in the United Arab Emirates, offers a specialized delivery option for products requiring temperature maintenance. This solution guarantees an integrated cold chain from collection to delivery to the recipient, with temperature maintained between 18°C and 26°C. This option is particularly suitable for food, cosmetics or pharmacy sectors requiring controlled transport conditions.

For businesses shipping large volumes, iMile offers integration solutions allowing automation of delivery preference management. E-commerce platforms can thus synchronize their systems with those of iMile to offer their customers directly the choice between different delivery options at the time of order.

What if my iMile package is lost or damaged?

In case of problems with an iMile package, whether loss, damage or non-compliant delivery, several remedies are available to obtain compensation. The claims procedure aims to resolve disputes efficiently while protecting the rights of shippers and recipients.

The first step in case of package not received while tracking indicates delivery was completed is to carefully check tracking information and ensure the package was not delivered to a neighbor or placed in a secure location near the address. It is also recommended to wait a few hours, as delivery status may sometimes be updated before actual package delivery.

If the package is confirmed as missing or if you notice damage upon receipt, you should act quickly. Timeframes for reporting a problem are generally short: 48 hours for a damaged package and several days to several weeks for a loss depending on applicable terms and conditions. The earlier the claim is initiated, the higher the chances of quick resolution.

• Step 1: Check tracking status on iMile website or mobile app to confirm the problem
• Step 2: Gather necessary elements: tracking number, purchase invoice, photos of damaged package if applicable
• Step 3: Contact iMile customer service by email at [email protected] or by phone at +971 58 956 0844
• Step 4: Submit the claim with all requested supporting documents
• Step 5: Follow claim progress and provide supplementary information if necessary

For purchases made from an online merchant, it is often preferable to contact the seller first. Indeed, within the framework of a commercial transaction, the seller remains the customer's main contact and cannot simply refer to the carrier. It is then up to the seller to pursue iMile or its insurance to obtain compensation for the damage.

Documents generally required for a claim include the package tracking number, proof of purchase or invoice indicating the merchandise value, photographs of the package and its contents in case of damage, and a detailed description of the problem encountered. The more complete and precise the documentation provided, the faster the claim will be processed.

iMile can offer different forms of resolution depending on the problem nature: reimbursement of the declared value of content, flat-rate compensation according to transport terms and conditions, or return of merchandise at the carrier's expense. Compensation amounts and conditions vary depending on the service type subscribed to and any insurance options eventually chosen at the time of shipment.

iMile customer service is accessible through several channels: email, phone, online chat and social media. Telephone wait times are generally short, averaging 3 minutes according to user feedback. The service operates during extended hours to assist customers from different time zones covered by the company.

Does iMile handle international shipments and customs procedures?

iMile offers comprehensive solutions for international shipments, including customs management. As a third-party logistics provider specializing in cross-border e-commerce, the company supports merchants and shippers at each stage of the process for sending abroad, from initial collection to final delivery to the recipient.

iMile's cross-border solutions cover the entire international logistics journey. The company combines a network of local hubs, international transit centers and trusted carrier partners to ensure efficient package routing across borders. This integrated approach allows sellers to ship their merchandise quickly and cost-effectively to customers located anywhere in the world.

Customs clearance management constitutes an essential component of iMile's international services. The company has obtained B2C customs clearance licenses in several countries, enabling it to operate its own customs services. Notably in Saudi Arabia, iMile inaugurated its independent customs clearance office in Riyadh in 2024, with expansion projects to Jeddah and Dammam. This in-house customs clearance capacity allows acceleration of shipment processing and reduction of delays related to administrative procedures.

• Multimodal transport: Combination of air, sea and road freight depending on destinations and desired timeframes
• Integrated customs clearance: Expert customs brokerage services to facilitate border crossing
• Export documentation: Assistance in preparing customs declarations, commercial invoices and other required documents
• Overseas warehousing: Storage infrastructure in several countries to bring merchandise closer to destination markets
• Order consolidation: Grouping of shipments to optimize international transport costs
• Cross-border tracking: Complete visibility on package journey through different international stages

Customs duties and import taxes are generally borne by the recipient, in accordance with regulations of destination countries. When a package arrives at customs, it may be subject to inspections and payment of duties before being cleared for final delivery. iMile informs recipients of any procedures to be completed and can facilitate payment of duties and taxes in certain cases.

For merchants regularly shipping internationally, iMile offers overseas warehousing solutions allowing storage of merchandise as close as possible to destination markets. This stock pre-positioning strategy significantly reduces delivery times to final customers and simplifies customs procedures by consolidating imports in volume.

Required shipping documents for an international shipment vary depending on destinations and merchandise nature. Generally, a commercial invoice detailing the value and description of items, a packing list and possibly specific certificates depending on product type are necessary. iMile assists shippers in preparing this documentation to ensure complete compliance with each country's regulatory requirements.

Certain export or import restrictions may apply depending on countries and product categories. Prohibited items, dangerous goods or products subject to specific controls may be refused or require special authorizations. It is recommended to check applicable restrictions before shipping to an international destination.

How to contact iMile?

iMile provides its customers with several contact channels to answer their questions, process their claims or support them in their shipping procedures. The company's customer service aims to be accessible and responsive, with presence on different communication platforms adapted to individual preferences.

Phone contact remains the most direct way to obtain immediate assistance. iMile's main customer service number is +971 58 956 0844, accessible from internationally. For customers located in Saudi Arabia, a local number is also available: +966 920 014 681. Wait times are generally short, averaging 3 minutes before being connected to an advisor. Opening hours cover much of the day to accommodate different time zones of served countries.

Email contact allows submission of detailed requests accompanied by attachments. The main customer service address is [email protected]. An alternative address, [email protected], can also be used. For complex requests requiring submission of supporting documents, the email channel proves particularly suitable.

• International phone: +971 58 956 0844
• Saudi Arabia phone: +966 920 014 681
• Main email: [email protected]
• Alternative email: [email protected]
• Online chat: Available on the official imile.com website during business hours
• Help center: help.imile.com for frequently asked questions and usage guides
• Social media: Active presence on Instagram, LinkedIn and other platforms

Online chat available on iMile's website offers a convenient alternative for quick questions not requiring in-depth discussion. This channel allows obtaining answers in real-time during customer service business hours. For requests outside these hours, a messaging system allows leaving your question and being contacted later.

The online help center accessible at help.imile.com brings together answers to frequently asked questions, usage guides for services and tutorials for accomplishing common procedures. This self-service resource allows quick information retrieval without having to contact customer service directly.

When contacting customer service, it is recommended to prepare information allowing rapid file identification: package tracking number, phone number associated with the order, delivery address or postal code. These elements allow the advisor to immediately access shipment details and handle the request efficiently.

iMile also maintains active presence on social media, notably Instagram and LinkedIn, where the company communicates about its news and can respond to user inquiries. These channels constitute a complementary option for contacting the company, particularly for general information requests.

What are iMile's warehousing and fulfillment services?

Beyond last-mile delivery, iMile offers a complete range of warehousing and fulfillment services intended for e-commerce businesses wishing to outsource their logistics. These solutions allow merchants to entrust complete management of their inventory and shipments to a specialized partner, enabling them to focus on their core business.

iMile's warehousing infrastructure is distributed across several countries worldwide, allowing merchants to store their products as close as possible to their destination markets. This decentralized distribution strategy reduces delivery times to final customers and optimizes transport costs by avoiding long-distance shipments for each individual order.

The fulfillment service encompasses all logistics operations occurring between receipt of merchandise in the warehouse and their shipment to the final customer. This includes merchandise receipt and inspection, organized storage, order preparation, packing, labeling and handover to the carrier for delivery. iMile manages each step with optimized processes and computer systems allowing real-time tracking of inventory and orders.

• Warehousing: Storage of merchandise in secure facilities suitable for different product types
• Inventory management: Real-time tracking of inventory levels, replenishment alerts and regular inventories
• Order preparation: Picking, packing and customization of packages according to merchant specifications
• Labeling and coding: Application of shipping labels and barcodes for tracking
• Order consolidation: Grouping of items from the same order from different locations
• Returns management: Receipt, inspection and restocking of returned items

The returns management service, also called reverse logistics, constitutes an important component of iMile's fulfillment offering. When a customer wishes to return a product, iMile can organize package collection and routing to the warehouse. A dedicated returns warehouse service allows item inspection, possible reconditioning and restocking for resale. This simplified returns management improves customer experience while optimizing value recovery of returned products.

Integration with e-commerce platforms allows automation of flows between the merchant's sales site and iMile's systems. When an order is placed on the online store, it is automatically transmitted to the iMile warehouse for preparation and shipment. The merchant maintains complete visibility over inventory and shipments via an online dashboard, without having to manually manage logistics operations.

These fulfillment services are generally accompanied by pre-negotiated shipping rates, allowing merchants to benefit from advantageous pricing conditions compared to individual shipments. Optimization of volumes and sharing of infrastructure generate economies of scale passed on to customer costs.

Understanding tracking statuses

When tracking an iMile package online, different statuses may appear to indicate the progress of your shipment. Here are the main statuses and their meaning: