Why is it important to add contact information when placing an order?

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.

For shipments to Australia

Each order shipping to Australia must include either a valid recipient email address or an Australian mobile phone number, starting August 4, 2026. Orders missing this information may face shipping delays.

Note

Before August 4, 2026, review your store's checkout settings to make sure you're collecting a valid email address or Australian mobile number for customers ordering from Australia.

How to add contact information

If you’re placing an order for yourself:

You can add your phone number at checkout when placing an order manually. However, you may not always see a separate field for the recipient’s email. If you believe an email should be added in addition to the phone number, please contact our Support Team to update the address.

If you’re selling online:

We strongly recommend collecting your customers’ 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.