Directlog tracking

What is Directlog?

Directlog, whose legal corporate name is Direct Express Logística Integrada S.A., is a Brazilian logistics and last-mile parcel delivery company headquartered in Barueri, São Paulo. The company was founded in 2003 with a specific focus on the emerging e-commerce and catalog delivery segment in Brazil, positioning itself from the start as a specialist in high-volume consumer parcel delivery rather than general freight transport. At its operational peak, Directlog was widely described as the largest private last-mile courier company in Brazil, distinguishing itself from the state-owned Correios postal service by concentrating exclusively on fractional parcel delivery for business-to-consumer commerce.

The company went through several significant ownership changes over its history. In 2011, Tegma Gestão e Logística, a publicly traded Brazilian logistics group, acquired control of Direct Express, providing greater capital resources and helping expand the company's distribution footprint across Brazilian territory. A more transformative shift came in mid-2014 when B2W Digital, the e-commerce division of Grupo Lojas Americanas, acquired 100% of Direct Express from Tegma for approximately $57 million. Brazil's competition authority CADE approved the transaction in July 2014, with the decision published in the official federal register.

This acquisition represented a vertical integration move by B2W, bringing delivery operations in-house to serve its portfolio of brands including Americanas, Submarino, Shoptime, and Sou Barato. Following the merger of B2W Digital and Lojas Americanas into a unified entity around 2021, the operation was rebranded progressively as Americanas Entrega and Americanas Entrega Direct. Many consumers and logistics professionals continue to refer to the company by its original Directlog name, frequently describing it as "antiga Direct Log" when referencing the Americanas Entrega brand.

• Founded: 2003, as an independent logistics operation focused on e-commerce and catalog delivery in Brazil
• Legal name: Direct Express Logística Integrada S.A.
• Also known as: Direct Log, Direct Logística, B2W Entrega Direct, Americanas Entrega Direct
• Headquarters: Barueri, São Paulo, Brazil
• Previous owner (2011-2014): Tegma Gestão e Logística, a publicly traded Brazilian logistics group
• Parent company (from 2014): B2W Digital, later Americanas S.A., part of Grupo Lojas Americanas
• Acquisition value (2014): Approximately $57 million paid by B2W Digital to Tegma
• Infrastructure: More than 150 distribution bases, over 90 branch offices, and a fleet of more than 2,500 vehicles across Brazil

Directlog's commercial positioning is built around serving large-format retailers and e-commerce operators as a full logistics partner rather than a simple transport carrier. Its client base has historically included major catalog sales businesses, TV shopping operators, and large digital retail platforms. The company provides services along the entire logistics chain, from warehousing and inventory management through order fulfillment and final-mile delivery, which made it attractive to businesses seeking to consolidate their logistics operations with a single provider. Consumer feedback on Brazil's Reclame Aqui complaints platform reflects a mixed reputation, with frequent complaints about delivery delays and tracking update failures sitting alongside the company's continued commercial relationships with major enterprise clients.

Which countries does Directlog deliver to?

Directlog's operations are focused entirely on domestic delivery within Brazil. The company covers all five major geographic regions of the country, including the Southeast, South, Northeast, North, and Central-West. Brazil's territory spans more than 8.5 million square kilometers, and last-mile logistics across this area is made particularly challenging by the country's geographic diversity, from the dense urban centers of São Paulo and Rio de Janeiro to the river communities of the Amazon basin and the arid backlands of the Northeast interior. Directlog's distribution network was built specifically to address these conditions across the national territory.

The company's physical infrastructure includes more than 150 distribution bases and over 90 branch offices positioned throughout the most commercially active regions of Brazil. Its primary sorting and consolidation facility is located in São Paulo and measured 21,000 square meters at the time of the B2W acquisition, serving as the central hub for national shipment flows. Known secondary operational locations include branch offices in Contagem in the state of Minas Gerais and Curitiba in the state of Paraná, and a registered entity in Salvador in the state of Bahia, pointing to operational presence in the Southeast, South, and Northeast regions. Transportation is handled via road, air freight, and where applicable maritime transport, allowing the company to reach island territories and river-access communities that road vehicles cannot serve directly.

• Southeast: São Paulo, Rio de Janeiro, Minas Gerais, Espírito Santo, including major metropolitan areas and smaller municipalities
• South: Paraná, Santa Catarina, Rio Grande do Sul
• Northeast: Bahia, Pernambuco, Ceará, Maranhão, and other northeastern states
• Central-West: Mato Grosso, Mato Grosso do Sul, Goiás, Distrito Federal
• North: Amazonas, Pará, and other Amazon region states, served through air and maritime transport where road access is limited

Directlog does not offer international shipping services. The company's market positioning, client base, and logistics infrastructure are oriented entirely toward domestic Brazilian commerce. Brazilian e-commerce operations with cross-border shipping needs typically rely on Correios, the national postal service, or specialized international freight providers for those requirements. Directlog's geographic scope begins and ends within Brazilian national territory.

What are the Directlog services and delivery times?

Directlog's service architecture is organized around last-mile parcel delivery as its core offering, with additional warehousing and fulfillment capabilities that allow clients to outsource broader portions of their logistics chain to a single operator. The company's two primary transport service tiers are Express and Standard, differentiated by delivery speed and pricing. Both are designed specifically for the business-to-consumer e-commerce flow rather than commercial freight or palletized cargo.

• Express delivery: Targets delivery within 24 to 72 hours for eligible destinations, primarily major metropolitan areas in the Southeast region. This tier is suited for time-sensitive or high-value orders and carries a premium rate structure.
• Standard delivery: The main volume service, with delivery targets of 5 to 7 business days for most Brazilian destinations. For highly accessible urban areas within the São Paulo and Rio de Janeiro metro regions, delivery within 2 to 5 business days is achievable.
• Remote area delivery: For destinations in the Amazon region, the interior Northeast, and other areas far from major distribution hubs, delivery can extend to up to 20 business days, reflecting the logistical complexity of Brazil's least accessible territories.
• Warehousing and fulfillment: Directlog manages inventory storage at its facilities, handling picking, packing, and order dispatch on behalf of retail clients, functioning as a full back-end logistics provider.
• Reverse logistics: The company handles product returns, accepting packages from consumers and routing them back to the appropriate shipper warehouse or processing facility.
• Crossdocking: Transfer and consolidation of shipments without long-term storage, used to accelerate transit times between origin and final delivery points.
• Customer service operations: Directlog has provided call center and consumer support services on behalf of retail clients, handling delivery-related inquiries and complaints.

Delivery time performance in practice has drawn criticism from Brazilian consumers, particularly for the Standard service tier. The Reclame Aqui platform records a substantial volume of complaints citing deliveries that exceeded the published windows, which has been a consistent friction point in the company's consumer-facing reputation. The company's enterprise clients, primarily large e-commerce operators with dedicated volume contracts, generally report more consistent operational outcomes, reflecting the difference between negotiated commercial service levels and the general consumer experience.

Reverse logistics represents an increasingly important component of Directlog's offering in the Brazilian market where consumer protection legislation gives buyers the right to return products purchased online within a defined period. The company's ability to manage both outbound delivery and inbound returns within a single operational framework has made it a practical choice for retailers seeking to consolidate their logistics footprint with one provider covering both directions of the supply chain.

What are the Directlog rates and maximum dimensions accepted?

Directlog's pricing model follows the conventions standard in the Brazilian logistics industry, where rates are calculated based on a combination of shipment weight, origin-to-destination distance, and declared value. For weight, the company applies the greater of actual physical weight and volumetric weight, the latter calculated by multiplying the package's length, width, and height and dividing by a standard cubic factor. This approach ensures that bulky, lightweight packages are charged at a rate that reflects the space they occupy in a vehicle or sorting facility rather than their lighter actual mass.

Specific published weight ceilings and dimension limits for individual parcels are not documented in Directlog's publicly available materials. The company's primary market of consumer e-commerce packages typically involves small to medium-sized boxes and envelopes rather than heavy freight or palletized loads, and the sorting and handling infrastructure is designed for that range. Directlog is not positioned as a provider for oversized cargo or industrial freight shipments.

• Rate calculation basis: Greater of actual weight and volumetric weight, combined with origin-destination freight zones and declared value for insurance purposes
• Freight zones: Brazil is divided into regional zones, with rates increasing proportionally to the distance between the shipment's origin and destination state or municipality
• Contract model: Rates are negotiated directly with shipper clients based on volume commitments, rather than published as a fixed consumer tariff schedule
• Insurance component: Declared value is factored into rate calculations as the basis for loss or damage coverage, consistent with standard Brazilian carrier practice
• Package type: Infrastructure designed for standard e-commerce parcels rather than heavy freight, bulk cargo, or palletized shipments

Because Directlog's client base consists primarily of large-volume e-commerce operators and retailers rather than individual consumers, pricing is not listed publicly on a per-shipment basis. Businesses interested in using Directlog's services negotiate rates directly with the company based on projected shipment volumes, destination mix, and service tier selection. Individual consumers do not typically access Directlog's services directly but encounter the carrier as the delivery partner chosen by the retailer from whom they purchased goods.

What are the Directlog delivery options?

Directlog's primary delivery method is direct home delivery to the recipient's registered address, which aligns with its focus on business-to-consumer e-commerce parcels. The company operates a fleet of more than 2,500 vehicles across Brazil, including trucks for longer-distance transport and regional distribution, vans for urban delivery operations, and motorcycles for navigating dense city environments where larger vehicles have limited access. This mixed fleet allows the company to adapt its delivery approach to the varying physical conditions of Brazil's different urban and rural environments.

When a first delivery attempt does not result in a successful handover because the recipient is not present at the address, Directlog follows the standard Brazilian carrier practice of leaving a delivery notification and scheduling a follow-up attempt. The tracking system reflects this situation through the "Reentregar" status, indicating that redelivery has been scheduled. Proof of delivery is captured and made available through the tracking platform, confirming the date and time of successful handover to the recipient.

• Home delivery: Primary delivery modality, with direct handover to the recipient at the address provided by the retailer at the time of purchase
• Redelivery on failed attempt: When the first attempt is unsuccessful, a notification is left at the address and a follow-up delivery attempt is scheduled
• Vehicle fleet: More than 2,500 vehicles including trucks, vans, and motorcycles covering the full range of Brazilian urban and regional delivery environments
• Proof of delivery: Captured and recorded in the tracking system upon successful handover to the recipient

What should I do if my Directlog parcel is lost or damaged?

If a shipment handled by Directlog arrives damaged or does not arrive within the expected delivery window, the first step is to check the tracking status for the most recent update. The tracking system may show a status indicating that a delivery attempt was made, that the parcel is pending resolution, or that it has been returned to the sender. Understanding the current status helps determine the appropriate next action before contacting the carrier directly.

Customer support for Directlog is accessible by phone and through a web contact form on the official website. The company's primary customer service line operates during business hours Monday through Saturday. Brazil's Reclame Aqui platform also functions as a practical channel for consumers who have not received satisfactory responses through direct contact, as carriers registered on the platform are expected to respond publicly to complaints filed there. Following the transition to Americanas Entrega, customer service operations migrated progressively to the parent company's unified support infrastructure, and consumers tracking shipments placed through Americanas, Submarino, or related platforms may find it more effective to initiate contact through the retailer's own customer service channels.

• Step 1 - Check tracking: Review the current tracking status before contacting the carrier, as it may indicate a failed delivery attempt, a pending issue, or a return to sender
• Step 2 - Contact by phone: The primary customer service number is (11) 4003-2034, available Monday through Saturday during business hours
• Step 3 - Web contact form: A written contact form is available through the official Directlog website for non-urgent inquiries or to leave a documented record of a complaint
• Step 4 - Reclame Aqui: Brazil's main consumer complaint platform, where Directlog is registered under the profile "Direct Logística - DirectLog," can be used if direct contact does not produce a resolution
• Step 5 - Retailer contact: For orders placed through Americanas, Submarino, Shoptime, or related platforms, contacting the retailer's own customer service may produce faster results, as the retailer holds the commercial relationship with the carrier

Specific compensation structures and claims timelines for lost or damaged parcels are not published in Directlog's public-facing documentation. As is typical for Brazilian carriers, coverage for lost or damaged goods is tied to the declared value recorded at the time the shipment was created. Consumers filing a claim for a missing or damaged package should retain all available documentation, including the order confirmation, full tracking history, and photographs of any visible damage.

Does Directlog handle international shipments and customs formalities?

Directlog does not offer international shipping services. The company's entire operational model is focused on domestic Brazilian logistics, and no documentation in available public sources describes any international shipping program, customs brokerage offering, or cross-border delivery service operating under the Directlog brand. The carrier's infrastructure, client base, and service design are all oriented toward last-mile delivery within Brazil, and this scope has not extended to include cross-border logistics operations.

Brazilian retailers or consumers who need to receive or dispatch international shipments must use other carriers for that purpose. Correios, the Brazilian national postal service, handles inbound international parcels and offers registered international mail services for exports. For higher-value or time-sensitive cross-border shipments, specialized international freight forwarders and global express carriers operate in the Brazilian market. Directlog does not participate in international routing chains and is not a partner carrier for inbound shipments arriving from abroad.

Understanding tracking statuses

When tracking a Directlog shipment, the status updates displayed reflect the parcel's position and condition at each stage of its journey through the carrier's network. Statuses are published in Portuguese and may appear in both Directlog's native tracking portal and on third-party tracking aggregators that integrate with the carrier's system. The table below describes the main status messages and their practical meaning for the recipient.