What to Do When Your Parcel Doesn't Arrive: A Sender's Checklist

Lost or delayed parcels are frustrating — but most cases have a simple explanation. This practical checklist walks you through the steps to take if your parcel hasn't arrived on the expected date, including how to use your tracking code to get answers fast.

Step 1: Check the tracking status

Go to parcelgh.com/track and enter your tracking code. The status will tell you exactly where your parcel is in the system. Common statuses:

• Confirmed — Booking made, parcel not yet received at terminal
• In Transit — Loaded on the vehicle, en route to destination
• Arrived — At the destination terminal, waiting for collection
• Delivered — Collected by the receiver

If the status shows "Arrived", the parcel is at the terminal — your receiver just hasn't collected it yet.

Step 2: Contact the receiver first

Most "missing" parcels are sitting at the destination terminal waiting to be collected. Call or message your receiver and share the tracking code with them. They may not have received the SMS notification if their phone was off or they changed numbers.

Step 3: Check the departure date

Parcel delivery via bus can take 4–12 hours depending on the route. If you booked for a morning departure and it's only mid-afternoon, your parcel may simply still be in transit. Check the scheduled date and time on your booking confirmation.

Step 4: Contact ParcelGH support

If the tracking status hasn't updated in more than 24 hours and the receiver still hasn't received the parcel, contact ParcelGH:

• WhatsApp: +233 530 630 022
• Email: support@parcelgh.com

Have your tracking code ready. Our team can contact the carrier directly and get a status update within a few hours.

Step 5: File a claim if the parcel is lost

If the parcel is confirmed lost, ParcelGH will initiate a claim process with the carrier. If you purchased insurance at the time of booking, you may be eligible for compensation up to the declared value, capped at GHC 500.

Always keep your booking confirmation and tracking code until the parcel is confirmed delivered.