The 2nd evolution of the PlatPharma ecosystem.
Self Tracking is Finally Here
This project has been months in the making, so thank you for your patience.
A lot of our customers will remember the days of daily email tracking updates, then frequent tracking updates, and later updates on request. Now, we’ve built a fully independent tracking hub- free from third-party applications and potential data leakages. It is both secure and versatile.
You’ll now have greater visibility across your orders without needing to rely on us for tracking updates unless support is required.
How to Track Orders
To track your order, simply head to the “Track Order” menu at the top of our site.
Enter the tracking number supplied to you and you’ll be able to see exactly what stage of the delivery process your order is in.
How it Works
This system has anti-spam features built into it. Results are refreshed twice per day. If you try to check your tracking too frequently, new results will not be shown until the refresh cycle resets. In this case, you will be shown the most recently stored updates.
Information is pulled directly from the systems used by the specialised courier companies we work with.
To keep things simplified, you will see 7 stages of shipping:
1. Order Processing
2. In Transit (export) – Transit within Hong Kong
3. Customs Processing (export) – Hong Kong customs processing
4. Customs processing (import) – Customs processing in the destination country
5. In transit (local) – Transit through local destination-side couriers
6. Out for delivery– Due to be delivered soon (usually within 1–2 days)
7. Delivered
If a package does not update over a certain period of time, you may see an 8th stage:8. Exception contact support
8. Exception- Contact Support
In this case, simply email us through your order thread and we’ll look into it for you.
Current Limitations of Use
While this system will recognise around 95% of tracking numbers, there are still some formats that are problematic, and new formats will continue to be added over time.
The following tracking numbers currently cannot be tracked through Plat-Track:
- WY****** tracking numbers
If your parcel contains this type of tracking number, you’ll still need to request updates manually for now. - Australia Post
Not all Australia Post tracking numbers are affected, but some are difficult to integrate without allowing sensitive information to be shared between Australia Post and PlatPharma.
The good news is that Australia Post already provides detailed tracking directly through their own system once parcels arrive in Australia.
In some cases, it may take up to 48 hours for tracking numbers to register on the platform, even after you’ve already received a dispatch notification from us.
Other Tracking Numbers
All other tracking numbers should register and track as intended. If we begin working with new courier companies in the future, those tracking formats will need to be integrated into the system before they become compatible with Plat-Track.
Potential Issues
As with any new technology, there may be occasional bugs or unexpected issues within the system.
Plat-Track has been tested extensively, but if you believe the platform is showing incorrect information, please contact our team.
Any feedback over the next month or so will be valuable in helping us improve the experience further.