FirstMile tracking

What is FirstMile?

FirstMile is a U.S.-based eCommerce parcel carrier and multi-carrier shipping aggregator headquartered in Salt Lake City, Utah. Founded in 2014 by Devin Johnson, a graduate of Utah State University with a background in asset management and business development, the company was built around the premise that eCommerce shippers were paying too much by committing to a single legacy carrier. Rather than owning a full last-mile delivery fleet FirstMile operates its own parcel sorting facilities and linehaul network, injecting packages into a curated network of partner carriers including USPS, UPS, DHL, FedEx, OnTrac, and various regional and local carriers. This model allows the company to offer competitive rates without the capital requirements of maintaining a complete delivery fleet.

The company's ownership has changed more than once since its founding. In March 2019, FirstMile was acquired by Rakuten Super Logistics, the fulfillment and logistics arm of Japanese e-commerce group Rakuten, at a point when the company was projecting it would process more than 30 million packages annually. Three years later, on August 1, 2022, founder Devin Johnson repurchased FirstMile and its sister company ShipNetwork from Rakuten Super Logistics, describing the move as a reinvestment in supporting eCommerce businesses of all sizes, with a focus on denser regional carrier relationships and lower per-unit costs. In August 2025, FirstMile merged with Sendle and ACI Logistix to form Fast Group, a California-headquartered holding company, though that entity wound down in early 2026 following financial difficulties connected to ACI Logistix's post-merger financial statements.

• Founded: 2014, Salt Lake City, Utah, by Devin Johnson
• Headquarters: Salt Lake City, Utah, United States
• Former parent company: Rakuten Super Logistics (March 2019 to August 2022)
• Sister company: ShipNetwork, a warehousing and fulfillment operation
• Carrier partners: USPS, UPS, DHL, FedEx, OnTrac, and regional and local carriers
• Client base: More than 1,500 clients, with reported purchasing power of 50 million packages annually
• Sorting capacity: Up to 10,000 packages per hour per facility
• Customer rating: 4.7 stars from more than 520 Google reviews
• Recognition: EY Entrepreneur Of The Year 2018 Utah Region finalist, listed among Utah's fastest-growing companies

FirstMile's core technology is the Xparcel routing platform, a patented system that dynamically assigns each package to the optimal carrier and service tier based on real-time data covering destination zone, weight, dimensions, and carrier performance. The company targets businesses shipping between 50 and 50,000 packages per day and also supports Amazon FBA inbound operations. Billing from all partner carriers is consolidated into a single monthly invoice per account, and all loss and damage claims are filed directly with FirstMile rather than with individual partner carriers.

Platform integrations available to FirstMile clients include ShipStation, ShipHero, EasyPost, SmartShyp, OrderCup, ShipSource, ShipWise, ShipStore, Fulfil, and SKUPREME. These connections allow high-volume merchants and third-party logistics providers to route shipments through FirstMile without modifying their existing order management workflows. The company's focus on mid-market and enterprise shippers is reflected in its unified invoicing and centralized claims handling, both of which reduce the administrative overhead that typically comes with using multiple carrier accounts simultaneously.

Which countries does FirstMile deliver to?

Within the United States, FirstMile covers all 50 states, including rural and harder-to-reach areas that many regional carriers do not serve consistently. The company operates in-house parcel sorting facilities feeding a national linehaul network, with each facility capable of processing up to 10,000 packages per hour. A core feature of this domestic infrastructure is zone skipping, a technique in which packages sorted by destination region are inducted directly into the appropriate partner carrier's network at the closest available injection point, bypassing intermediate sorting hubs that would otherwise add both cost and transit time to the shipment.

Internationally, FirstMile's Xparcel International product covers more than 220 countries and territories. The service is built for eCommerce merchants shipping cross-border, with FirstMile managing export documentation on behalf of the shipper to assist with customs clearance at origin. Canada is treated as a dedicated service market with a Canada DDP product that covers all import duties and taxes as a fully landed solution. International transit is available via both air and ocean freight modes, with air offering faster delivery at higher cost and ocean providing lower per-unit rates over longer transit windows.

• United States: All 50 states, including rural and harder-to-reach areas underserved by many regional carriers
• Canada: Dedicated Canada DDP service with prepaid duties and taxes for a fully landed delivery
• International coverage: More than 220 countries and territories via the Xparcel International product
• Domestic last-mile carriers: USPS, UPS, FedEx, OnTrac, and regional partner carriers, assigned per shipment by the Xparcel routing algorithm

Because FirstMile uses partner carriers for last-mile delivery, the actual delivery network in any given destination is that of the assigned partner carrier. Domestically, USPS, UPS, FedEx, or an OnTrac regional carrier performs the final delivery leg depending on the shipment's destination and the routing decision made at the time of induction. Internationally, Xparcel International routes packages through FirstMile's linehaul infrastructure to the destination country's local carrier network, with tracking milestones updated at each stage of the cross-border transit sequence through the unified tracking portal.

What are the FirstMile services and delivery times?

FirstMile's domestic shipping is organized under the Xparcel platform, a patented ship method that routes each parcel through whichever qualifying carrier and service tier can meet the delivery window at the lowest all-in cost. Three domestic tiers are available, ranging from express to economy performance. All tiers operate six days a week, Monday through Saturday, with transit time calculations excluding Sundays and federal holidays. The zone-skipping linehaul network that underpins all tiers injects packages closer to their destination, which can improve effective transit times compared to what the service tier label alone might suggest.

• Xparcel Priority: 1 to 3 business day delivery, for shipments where speed is the primary requirement
• Xparcel Expedited: 2 to 5 business day delivery, balancing transit speed and shipping cost for moderately time-sensitive shipments
• Xparcel Ground: 3 to 8 business day delivery, designed for cost-conscious shippers where delivery speed is a secondary factor
• Xparcel Expedited Plus: An additional expedited tier referenced in third-party carrier documentation, available for specific account configurations
• Xparcel Returns: A dedicated returns management product offering both prepaid label and QR code return options
• Xparcel International: Cross-border shipping to more than 220 countries and territories, with five distinct service tiers across two duty responsibility models

The Xparcel Priority tier is designed for situations where delivery within 1 to 3 business days is required. The routing engine selects whichever qualified carrier and lane can meet the speed requirement at the lowest available rate for that specific package and destination zone. Xparcel Expedited covers a 2 to 5 business day window and suits merchants who need faster-than-ground performance without paying priority rates. Xparcel Ground, with a 3 to 8 business day window, targets shippers for whom cost per unit is the main variable, though it still benefits from zone-skipping injection, which gives it a transit time advantage over standard ground rates at equivalent cost.

For international shipments, delivery times are not published as fixed ranges and vary based on the destination country, the service tier selected, and the time required for customs processing at both origin and destination. The full international transit sequence spans five stages, beginning with warehouse export haulage at origin, moving through export customs clearance and cross-border transportation, and concluding with import customs clearance and final warehouse haulage at the destination country. FirstMile provides milestone tracking visibility across each of these stages through its unified tracking portal. Day-definite delivery is listed as available for specific service selections under volume account terms.

What are the FirstMile rates and maximum dimensions accepted?

FirstMile does not publish fixed retail rate tables. Pricing is custom and account-based, tied to each shipper's actual shipping volume. The pricing page on FirstMile's website includes a rate calculator that accepts inputs for service level, including Ground, Expedited, or Express Plus, shipping zone from Zones 1 through 8, package weight, and package dimensions, though the site explicitly notes that displayed rates apply to high-volume shippers and that actual rates will vary with individual volumes. This volume-dependent structure means larger shippers typically access lower per-unit rates than businesses with smaller daily shipment quantities.

All billing is calculated using the greater of actual weight or dimensional weight, following standard parcel industry practice. Shipping zones are derived from origin and destination ZIP codes using the standard U.S. zone map, from Zone 1, the shortest distance and lowest cost, to Zone 8, the longest distance and highest cost. A dimensional weight calculator is available on the pricing page for cost estimation before shipment. FirstMile's stated policy covers no hidden fees or surprise surcharges, and all charges from the various partner carriers are consolidated into a single monthly invoice per account.

• Pricing model: Custom, account-based pricing tied to individual shipping volume
• Billing method: Greater of actual weight or dimensional weight is applied to each shipment
• Zone calculation: Based on origin and destination ZIP codes, Zones 1 through 8
• Additional insurance: $0.99 per $100 of declared value per package, available beyond the standard included coverage
• Invoicing: Single monthly consolidated invoice covering all partner carrier charges across the account
• Maximum dimensions: Not publicly specified; the service is oriented toward standard eCommerce parcel sizes rather than freight or pallet-scale shipments

Additional declared value insurance is available at $0.99 per $100 of declared value per package, supplementing the standard coverage automatically applied to all shipments at no extra charge. Maximum weight and dimension thresholds for individual parcels are not published on FirstMile's website. The company's stated focus on eCommerce parcel volumes suggests the service is not oriented toward oversized freight or pallet-scale shipments, which typically fall outside the scope of standard parcel carrier arrangements.

What are the FirstMile delivery options?

FirstMile operates primarily as a business-to-consumer parcel service, with residential home delivery as the default model. Because the Xparcel routing engine assigns each shipment to a partner carrier for last-mile delivery, the specific options available to a recipient depend on which carrier handles the final leg. For shipments routed through USPS, recipients benefit from the postal service's residential delivery network, including P.O. Box delivery and standard leave-at-door practices. For shipments assigned to UPS or FedEx, those carriers' standard delivery policies apply, including signature confirmation for packages that require recipient acknowledgment.

When UPS handles last-mile delivery, recipients can redirect packages to UPS Access Point locations, which are staffed pickup counters at retail partner locations. When FedEx is the assigned carrier, recipients may use FedEx Hold locations as an alternative to home delivery. These options are determined by whichever carrier the routing engine selected for that specific shipment and are not uniformly available across all FirstMile orders, since carrier assignment varies by destination, package weight, and service tier.

• Home delivery: Default option for all domestic service tiers, Monday through Saturday
• P.O. Box delivery: Available for shipments where USPS is assigned as the last-mile carrier
• Access Point and Hold locations: Available for shipments where UPS or FedEx is assigned as the last-mile carrier
• Signature confirmation: Available for shipments assigned to UPS or FedEx, for packages requiring recipient acknowledgment
• Prepaid label returns: A return label emailed to the customer for printing and drop-off at a carrier location
• QR code returns: A label-free return option where the customer presents a digital QR code at a USPS drop-off location without printing anything

For return shipments, FirstMile offers two options through the Xparcel Returns product. The standard method sends a prepaid return label to the customer by email, which the customer prints and affixes to the package before dropping it off at a carrier location. The QR code method removes the printing requirement entirely, allowing the customer to present a digital code at a USPS drop-off point where a label is generated on the spot. This label-free approach is designed to lower the rate at which customers abandon the return process due to the inconvenience of printing labels at home.

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

FirstMile maintains a centralized claims process that covers all shipments regardless of which partner carrier handled the final delivery. Shippers file all claims directly with FirstMile rather than navigating the separate procedures of USPS, UPS, FedEx, or other individual carriers. Three claim types are handled through this process, covering Replacement Claims for packages that were never delivered, Damaged Package Claims for packages that arrived with transit damage, and Newgistic Return Claims for packages being returned by the consignee to the original shipper.

Standard coverage is automatically applied to every shipment at no additional cost. Packages under 0.5 kg are covered for up to $50, while packages over 0.5 kg are covered for up to $100, with a maximum of $750 per Bill of Lading. For domestic claims, the filing window opens after 7 days with no physical scan and the deadline falls at 75 days from the ship date. For international claims, the window opens after 45 days from the first physical scan, with the same 75-day deadline from ship date.

• Coverage for packages under 0.5 kg: Up to $50 per package, automatically included with every shipment
• Coverage for packages over 0.5 kg: Up to $100 per package, automatically included with every shipment
• Maximum per Bill of Lading: $750
• Domestic filing window: Opens after 7 days with no physical scan, closes at 75 days from ship date
• International filing window: Opens after 45 days from first scan, closes at 75 days from ship date
• Claim acknowledgment: 2 to 3 business days after submission
• Domestic claim decision: Final decision within 30 days of submission
• International claim decision: Final decision within 65 days of submission
• Reimbursement method: Credit Memo applied against future invoices

To file a claim, shippers must submit supporting documents as PDFs with the tracking number embedded in each filename. A consignee confirmation email is required, along with item cost documentation such as a vendor invoice, and photos of any damaged items and their packaging for damage claims. Packages showing a Delivered, Attempted Delivery, or Stop the Clock tracking status are not eligible for replacement claims. At least one physical scan must be registered in the tracking system before a shipment qualifies for filing, meaning a Label Generated status alone does not meet the threshold.

Does FirstMile handle international shipments and customs formalities?

FirstMile's international offering, Xparcel International, covers more than 220 countries and territories and is designed for eCommerce merchants shipping cross-border. The company handles export documentation submission on behalf of the shipper to assist with customs clearance at origin, reducing the administrative burden on merchants without in-house customs expertise. All Xparcel International shipments move through five stages in sequence, starting from warehouse export haulage at origin and continuing through export customs clearance, cross-border transportation, import customs clearance, and warehouse import haulage at the destination. Milestone tracking is available through the unified portal at each stage of this process.

The Xparcel International product is structured around five service tiers spanning two duty responsibility models. Under DDU, or Delivered Duty Unpaid, arrangements, the recipient is responsible for paying import duties and taxes at the time of delivery. Three tiers follow the DDU model. Economy DDU is the most cost-effective option for lightweight parcels where speed is not a priority. Standard DDU provides end-to-end tracking with moderate transit times, balancing cost and delivery performance. Premium DDU offers shorter transit windows and enhanced tracking visibility compared to Standard DDU, while keeping duty responsibility with the recipient rather than the shipper.

• Economy DDU: Most budget-friendly option, suited for lightweight parcels where transit speed is not the primary concern
• Standard DDU: End-to-end tracking with moderate transit times, balancing cost and delivery performance
• Premium DDU: Shorter transit windows and enhanced tracking compared to Standard DDU, with import duty responsibility retained by the recipient
• Standard Plus DDP: Duties and taxes prepaid by the shipper, covering most international markets and producing a predictable landed cost for the recipient
• Canada DDP: A dedicated fully landed solution for Canadian shipments, with all applicable duties and taxes included at time of shipment
• Air freight: Faster transit at higher cost per shipment, with a larger environmental footprint than ocean
• Ocean freight: Lower per-unit cost and reduced environmental impact per package, with longer transit times than air

For DDP shipments, the Standard Plus DDP tier covers most international markets with all import duties and taxes prepaid by the shipper, meaning the recipient faces no unexpected charges at delivery. The Canada DDP product applies the same model specifically to Canadian shipments, covering all applicable duties and taxes as a fully landed price. Both air and ocean freight modes are available depending on the shipper's priorities for cost and transit time. Country-specific prohibited items, commodity restrictions, and customs documentation requirements are governed by the regulations of each destination country and the policies of the partner carriers used for international linehaul, and are not published in a centralized list on FirstMile's website.

Understanding tracking statuses

When you track a FirstMile shipment, different statuses appear as the package moves through the linehaul network and into the assigned partner carrier's delivery network. Because FirstMile routes packages through multiple carrier partners, its tracking system aggregates data from both postal and non-postal networks into a single view at the FirstMile tracking portal. Tracking information is typically available within 24 hours after pickup by FirstMile drivers. Third-party aggregators including others support FirstMile tracking natively, allowing shipments to be followed through external tools as well.

The tracking number assigned to a shipment may resemble the format of the partner carrier handling last-mile delivery. A shipment routed through USPS, for example, may carry a 22-digit numeric tracking number in the standard USPS format. The statuses below describe what may appear for both domestic and international shipments as they progress from label creation through final delivery, along with what each status means in practice.