Including a phone number and email address with your order helps ensure a smoother and more successful delivery experience. This information allows shipping carriers to contact the recipient directly in the event of delivery issues or customs requirements.
Why contact information matters
Adding contact details like an email and phone number helps to:
- Support on-time delivery
- Enable real-time delivery updates
- Avoid packages being held at customs or returned
When couriers have a way to contact the recipient, it increases the chances that the package will be delivered on the first attempt, especially for shipments that require a signature or additional customs action.
In certain countries like Brazil and the Canary Islands, customs may require the recipient’s email to notify them about taxes or documents needed to release the shipment. Without this, the package may be delayed, returned, or even canceled if not resolved.
For shipments to Brazil
For packages going to Brazil, it’s especially important that recipients actively monitor the Correios Brazil portal (using their CPF number) for updates. The Brazilian postal service typically does not send automatic notifications, so it’s the customer’s responsibility to check if any customs fees or documents are required. Delays can happen if these steps are missed, even when the correct contact details are provided.
How to add contact information
If you’re placing an order for yourself:
You can add your email and phone number at checkout when placing an order manually. However, depending on how the order is submitted, you may not always see a separate field for the recipient’s email.
If you’re selling online:
We strongly recommend collecting your customer’s contact details on your storefront and passing them along in the order. This is especially helpful during busy seasons, like holidays and major sales, when shipping carriers are under extra pressure.
Note: If the recipient’s contact information isn’t provided, and it’s required by customs, your order may be placed on hold until we can collect those details manually.
Still need help? Our Support Team is here for you—reach out anytime through our contact form or start a chat with us.