ChilExpress tracking
How to track my ChilExpress package?
To track a ChilExpress package, make sure you have the tracking number provided by the sender or the retailer. This unique code gives you access to all the information related to your shipment.
Enter this number in the search field and confirm. The most recent tracking data will be displayed automatically.
A detailed timeline then traces your package's journey: current location, completed transit stages, and estimated delivery date. This information is updated at each new stage, allowing you to follow your shipment's progress in real time.
About ChilExpress
ChilExpress is a Chilean courier service based in Santiago that has operated since 2001. The company provides domestic and international shipping for documents and parcels up to 70 kg through its network and CXP subsidiary in Florida. ChilExpress offers multiple customer service channels and maintains formal claim procedures under SERNAC oversight.
How to contact ChilExpress?
If you are experiencing issues with the delivery process managed by ChilExpress, please do not hesitate to contact their customer support.
What should I do if my ChilExpress parcel is lost or damaged?
For lost, damaged, or incomplete shipments, ChilExpress directs customers to file a claim through its online help center portal. The process requires opening a case, attaching the relevant documentation, and tracking the resolution status through the same system. For damage specifically, ChilExpress sets a strict reporting window of 48 hours from the time of delivery. Claims submitted after this deadline may not be accepted for processing, which makes it advisable to inspect parcels at the moment of receipt rather than setting them aside unopened.
Required documentation for a claim includes the Orden de Transporte number, the 10 to 12 digit transport order identifier printed on the original shipping receipt, along with identification documents for both the sender and recipient with their respective contact details. Evidence of the content's declared value must be submitted in the form of purchase receipts, invoices, or order screenshots. In damage cases, photographic or video evidence of the affected item must accompany the original packaging, which should be preserved until the claim is fully resolved and not discarded in the interim.
Claims not resolved satisfactorily by ChilExpress can be escalated to SERNAC, Chile's national consumer protection agency, which has formal jurisdiction over courier service disputes. Chilean court decisions have produced rulings ordering ChilExpress to compensate customers for both actual and moral damages in cases of proven package loss. The company also publishes several downloadable reference documents covering procedures and policies, including a Service Guide, a Packaging Guide, Transport Norms, a Protected Shipping Policy, and a Money Refund Policy.
- Phone (primary): 600 2000 102, available Monday through Friday from 9:00 a.m. to 7:00 p.m. and Saturday from 9:00 a.m. to 1:00 p.m.
- Phone (alternate): 600 2000 0000
- WhatsApp (B2B and international): +56 9 67897760
- Social media support: @ChilexpressHelp on Twitter/X
- Damage claim deadline: Within 48 hours of delivery
- Consumer escalation authority: SERNAC, Servicio Nacional del Consumidor, Chile's national consumer protection agency
- Developer and integration support: Dedicated channel available Monday through Friday from 9:00 a.m. to 6:00 p.m.
Does ChilExpress handle international shipments and customs formalities?
ChilExpress manages international shipments in both directions through its dedicated international courier division, coordinated with its CXP subsidiary in Doral, Florida. The Courier Exportación service provides door-to-door delivery from Chile to worldwide destinations, accepting documents up to 1.5 kg and parcels up to 70 kg. Items over 70 kg are classified as cargo and handled under separate logistics procedures. Commercial invoices are required for all parcel shipments sent internationally, and recipients in the destination country bear responsibility for any import duties and taxes applicable under local customs regulations.
The Courier Importación service is available exclusively to registered business clients and accepts parcels up to 50 kg, covering customs clearance management for goods entering Chile. For individual consumers, the Chilebox service provides a practical alternative by offering free physical mailbox addresses in the United States in the Miami area, in Spain, and in China. Customers purchase goods from foreign e-commerce platforms, ship to their Chilebox address, and ChilExpress handles consolidation and import logistics including customs clearance for delivery to Chile.
Prohibited and restricted items vary significantly by destination country. For the United States, prohibited items include human or animal food, Cuban tobacco, and toner, while alcohol is restricted in several states and certain product categories require FDA inspection. Argentina carries extensive restrictions covering tobacco, alcohol, clothing, used electronics, auto parts, phones, cameras, jewelry, animals, plants, and frozen goods. Cuba is the most restricted destination on ChilExpress's network, with individual parcels capped at a maximum weight of 2 kg and a ceiling on declared value.
For Brazil, alcohol, weapons, tobacco, jewelry, animals, food, medicines, computers, and phones are prohibited, though clothing is accepted up to 70 kg. Mexico prohibits food without a special license, medicines, goods of Chinese origin, used electronics, and new footwear, with discrepancies between declared and actual contents potentially resulting in penalties of up to 300%. Canada prohibits Iraqi-origin products, tobacco, and intercoms, and wine requires a specific import license to clear customs at the border.
- Courier Exportación: Door-to-door from Chile to worldwide destinations. Documents up to 1.5 kg, parcels up to 70 kg, minimum 6 business days to capital cities
- Courier Importación: Available to registered business clients only. Parcels up to 50 kg, includes customs clearance management for imports into Chile
- Chilebox: Personal mailbox addresses in the United States (Miami area), Spain, and China for purchasing from foreign retailers
- Required documentation: Commercial invoices with content descriptions and declared values for all parcel exports
- Customs liability: ChilExpress is not liable for delays or duties imposed by customs authorities at the destination country level
- Cargo classification: Items over 70 kg are classified as cargo rather than courier shipments and are subject to different handling procedures
Understanding tracking statuses
ChilExpress uses a proprietary tracking identifier called the Orden de Transporte, or OT number. This purely numeric string of 10 to 12 digits is printed at the top of the receipt issued at the time of shipment and serves as the universal reference for all tracking queries, claims, and customer service interactions. Some OT numbers follow formats beginning with 60, 70, 71, or 72. The OT is the only identifier accepted by the official tracking system and the developer API for programmatic tracking queries.
Tracking is available through the official ChilExpress website, the mobile application for iOS and Android, or by phone at 600 2000 102. The mobile application provides real-time push notifications each time a shipment's status changes, and when tracking a ChilExpress shipment online, several distinct statuses may appear as the package moves through the network, each corresponding to a specific stage of the delivery process.
| Status | Description |
|---|---|
| En Ruta | The package is currently being transported by the courier toward the final destination. This status indicates active movement and typically appears during the outbound delivery run on a given business day. |
| En Distribución | The package has departed the last sorting or operational center and is expected to arrive at the destination zone imminently. This status often precedes the final delivery attempt at the recipient's address by a short interval. |
| En Tránsito | The package is moving through the ChilExpress network between operational centers and has not yet reached the destination zone. This status may appear multiple times as the shipment passes through intermediate sorting or distribution hubs during transit across Chilean territory. |
| En Reparto | The package has been loaded onto a delivery vehicle and is scheduled to arrive at the destination address on the current business day. Recipients can expect a delivery attempt on the day this status appears in the tracking system. |
| Para Retirar | The package is available for customer pickup at a ChilExpress branch or designated service point. This status is applied when home delivery was not completed after the delivery attempt, or when the recipient selected branch pickup as the preferred collection modality. |
| Entregado | The package has been successfully delivered to the recipient at the destination address. This status marks the conclusion of the delivery process and confirms that the shipment has left ChilExpress's custody. |
| Devuelto | The package is being returned to the sender. This status is triggered by repeated failed delivery attempts, recipient refusal at the point of delivery, or an incorrect or undeliverable address. The sender should contact ChilExpress to arrange redelivery or collection of the returned item. |
| Cancelado | The shipment has been cancelled and will not proceed to delivery. The package will not be dispatched further into the network, and the customer should contact ChilExpress directly to clarify the reason and arrange next steps. |
Where can I find my ChilExpress tracking number?
The ChilExpress tracking number is automatically sent when your package is shipped. As the recipient, you receive it by email, SMS, or directly on the order confirmation page of the retailer's website.
If you cannot find it in your notifications, log in to your customer account on the website where you placed your order. The tracking number can be found in your order history or in the section dedicated to ongoing deliveries.
Once you have this number, enter it in the search field to check your delivery progress and estimated arrival date.
Why isn't my ChilExpress package moving in the package tracking history?
When your ChilExpress package tracking hasn't updated for several days, several factors may explain this delay: customs formalities for international shipments, logistical incidents, or simply a delay in updating the information.
Before taking any action, verify that the delivery address provided during the order is correct. An error or incomplete information can slow down the shipping process. If the delay persists beyond the announced timeframe, contact ChilExpress customer service or the sender with your tracking number on hand. They will be able to precisely locate your package and, if necessary, open an investigation to determine the cause of the delay.
When I track my ChilExpress package, why does it show as "returned"?
A "returned" status means that the package has been sent back to the sender. Several situations can explain this return:
The delivery driver was unable to identify the recipient due to an incorrect, illegible, or incomplete address missing essential information (apartment number, access code, etc.).
After several unsuccessful attempts and in the absence of collection within the allotted time, the package is automatically returned to its origin point.
The recipient did not collect the package from the post office or pickup point within the holding period, usually 15 days.
For international shipments, missing or incomplete documents or an incorrect value declaration can result in customs clearance refusal and the return of the package.
If your package shows this status, contact the sender or ChilExpress customer service to find out the exact reason for the return and agree on a solution: a new shipment or refund according to the seller's terms.
Why does the ChilExpress parcel tracking timeline indicate that my order cannot be found?
If no information appears when tracking your ChilExpress package, several causes are possible:
Make sure that the number entered matches exactly the one provided by the sender. A single character error prevents the package from being identified.
Tracking information is only available once the package has been picked up by ChilExpress. A delay of 24 to 48 hours may occur between the notification being sent and the first status update.
Temporary malfunctions can sometimes affect the online tracking system. In this case, try again later or contact ChilExpress customer service for assistance.