Metapack tracking

What is Metapack?

Metapack is a London-based technology company and one of the leading providers of eCommerce delivery management software in the world. Founded in November 1999, Metapack does not operate as a carrier in its own right. The company sits as a software layer between online retailers and the carriers that physically transport parcels, connecting businesses to a network of over 400 carriers and more than 4,900 distinct delivery services spanning every country in the world. Retailers use the platform to manage carrier selection, label generation, shipment tracking, and returns processing through a single integration rather than maintaining separate technical connections to each carrier.

The company was co-founded by Patrick Wall, who served as Founder and CEO, and Marcin Wójcicki, who managed Metapack's Poland operations and led software development. Metapack's vision of a centralized multi-carrier management platform proved well-suited to the growth of online retail through the 2000s and 2010s, and by the mid-2010s the company had become the acknowledged leader in enterprise delivery management software in the UK market. The defining moment in its corporate history came on July 25, 2018, when US-based Stamps.com acquired Metapack for approximately $230 million, marking Stamps.com's largest expansion into international markets at the time. In 2021, Stamps.com rebranded as Auctane, and Metapack became part of this wider group of shipping and fulfillment software companies.

• Founded: November 1999, in London, United Kingdom
• Co-founders: Patrick Wall (Founder and CEO) and Marcin Wójcicki (Founder, responsible for software development and Metapack Poland operations)
• Headquarters: London, United Kingdom
• Parent company: Auctane, formerly known as Stamps.com, which rebranded in 2021 following its evolution into a global shipping software group
• Acquisition: Acquired by Stamps.com on July 25, 2018 for approximately $230 million
• Carrier network: Over 400 carrier partners and more than 4,900 delivery services accessible through a single API integration
• Annual volume: More than 1 billion parcels dispatched annually by retailers using the platform
• Tracking events: 13.5 billion tracking events processed through the platform each year
• PUDO network: Access to over 350,000 Pick-up Drop-off points and 1.3 million pickup locations globally

Metapack's platform is used by some of the most recognized retail brands in the UK and internationally, including ASOS, Boohoo Group, John Lewis and Partners, B&Q, Mountain Warehouse, Halfords, Holland and Barrett, and Nespresso, among many others. The company publishes an annual Ecommerce Delivery Benchmark Report drawing on consumer and retailer research. In February 2026, Metapack launched a new generation of AI-powered delivery intelligence tools at The Delivery Conference, held on February 2 and 3 at the Royal Lancaster Hotel in London.

Which countries does Metapack deliver to?

Metapack's platform provides carrier coverage across more than 200 countries and territories worldwide. This reach is built on the company's network of over 400 carrier partners and 4,900 delivery services, all accessible through a single API integration, which means retailers do not need to manage separate technical connections to each carrier operating in a given region. The platform includes a Carrier Mapping tool built specifically to help retailers identify appropriate carrier services for any origin-to-destination combination, including markets where coverage would otherwise require specialist local knowledge to navigate.

In the United Kingdom, Metapack has its most extensive carrier integrations, covering all major domestic carriers including Royal Mail, Evri, formerly Hermes, DPD, Parcelforce, Yodel, InPost, and Amazon Shipping. Across Western Europe, the platform connects to GLS Netherlands, GLS Denmark, PostNord across Scandinavia, Colissimo in France, Poste Italiane in Italy, DHL, FedEx, and Asendia, giving retailers strong coverage in France, Germany, the Netherlands, Denmark, Italy, and the broader Scandinavian market. Beyond Europe, the network extends to North America, Asia-Pacific, and other global regions through Landmark Global and further regional carrier partnerships.

• United Kingdom: Royal Mail, Evri, DPD, Parcelforce, Yodel, InPost, Amazon Shipping, and other domestic carriers
• Western Europe: DHL, FedEx, Asendia, GLS Netherlands, GLS Denmark, Colissimo (France), Poste Italiane (Italy), PostNord (Scandinavia), and others
• North America: Coverage available through Landmark Global and regional carrier integrations across the United States and Canada
• Asia-Pacific: Regional carrier connections through the wider network of over 400 carrier partners
• Worldwide: More than 200 countries and territories accessible through the full carrier network

The practical effect of this coverage is that a retailer using Metapack does not need to build or maintain direct integrations with each carrier operating in each market. Mountain Warehouse, for example, extended its Metapack partnership in 2024 specifically to manage shipping operations across both the UK and Canada through the same platform, illustrating how retailers use Metapack's carrier network to enter new markets without requiring additional technical investment on their side.

What are the Metapack services and delivery times?

Metapack's platform is divided into several distinct product modules, each addressing a specific part of the delivery lifecycle. Delivery Manager is the core multi-carrier shipping product. It unifies carrier connections into a single management interface, automates fulfillment workflows, and generates shipping labels at scale. When a warehouse operator completes an order, Delivery Manager's allocation engine selects the appropriate carrier and service based on pre-configured rules covering service level, weight, dimensions, destination, and cost, then generates the label and any required customs documentation without manual input.

Delivery Options is the checkout-facing product within the platform. It presents real-time, validated delivery choices to shoppers at the point of purchase, displayed across product pages, basket pages, and checkout. The delivery estimates shown are built from live data on carrier capacity, warehouse cut-off times, product characteristics, and the customer's location, so the dates displayed reflect commitments the retailer can actually fulfill rather than generic estimates based on standard carrier transit times alone.

• Delivery Manager: Multi-carrier shipping software for carrier allocation, label generation, and fulfillment automation at warehouse level
• Delivery Options: Checkout product for presenting real-time delivery choices including home delivery, nominated-day, same-day, and PUDO collection options
• Delivery Tracking API: Single-endpoint tracking consolidation across more than 300 carriers, normalizing carrier-specific events into 70 standardized statuses
• Returns Management: Self-service returns allowing consumers to initiate returns via label or QR code without contacting the retailer's customer service team
• Intelligence Hub: Analytics and reporting covering carrier delivery performance, warehouse operations, and the end-customer delivery experience, available in Entry and Advanced tiers
• AI-powered tools (launched 2026): Ask Metapack for natural language data queries, Predict with AI for early identification of at-risk shipments, Build with AI for custom report creation on demand and Intelligent Checkout for validated delivery options with suggested fulfillment locations

Delivery times through the platform range from same-day and next-day options, where carrier availability supports it, through to standard 2-to-5-day domestic delivery and nominated-day services where consumers select a specific date. For international shipments, express services to European destinations typically operate within 1 to 3 business days, while economy international options carry longer windows depending on the destination country and carrier selected. The Delivery Options API returns transit time estimates per service as part of its response, allowing retailers to display accurate delivery date commitments to shoppers rather than approximate ranges.

What are the Metapack rates and maximum dimensions accepted?

Metapack operates as a business-to-business software platform rather than a carrier, so the company does not publish per-shipment rate cards. Retailers pay for access to the platform and its API capabilities through a software licensing arrangement. The actual cost of each shipment is determined by the rate agreement the retailer holds directly with each carrier, or by carrier rate cards configured within Delivery Manager. Metapack's allocation engine then applies the retailer's rules to select the most cost-effective carrier for each parcel, drawing on those negotiated rates rather than any charges set by Metapack itself.

Because the platform connects to over 4,900 delivery services across more than 400 carriers, weight limits, dimension limits, and package format requirements vary significantly depending on which carrier service is selected for a given shipment. There is no single platform-wide weight or dimension cap that applies across the entire network. Retailers configure product and warehouse data within Delivery Manager, including weight and dimensional information, which the allocation engine uses to match each shipment to a carrier service that can physically accept it. The platform supports standard eCommerce package formats including parcels, packets, and envelopes.

• Pricing model: Business-to-business software licensing; retailers pay for platform access, not per-parcel postage charges
• Carrier rates: Negotiated directly between the retailer and each carrier, then configured within Delivery Manager for use by the allocation engine
• Weight limits: Vary by carrier service; no single platform-wide maximum applies across all 4,900 delivery services
• Dimension limits: Defined at the carrier service level and configured within the platform based on product and warehouse data entered by the retailer
• Supported formats: Parcels, packets, envelopes, and other standard eCommerce package formats, subject to compatibility with the selected carrier service

What are the Metapack delivery options?

Metapack's platform enables retailers to present consumers with a range of delivery and collection choices at checkout, drawn from the carrier services available for the recipient's location. For home delivery, options can include standard delivery, express delivery, next-day delivery, same-day delivery where carrier availability supports it, and nominated-day or nominated-time slots. The Delivery Options product assembles these choices in real time based on carrier capacity data, the retailer's warehouse cut-off times, and the consumer's postcode, so only options the retailer can genuinely fulfill are displayed.

For out-of-home reception, Metapack provides access to over 350,000 Pick-up Drop-off points and a broader network of more than 1.3 million pickup locations globally. PUDO points accessible through the platform include carrier-operated parcel lockers, third-party convenience store networks, post offices, and retailer click and collect locations. The Delivery Options API returns location data for each PUDO point, including address, opening times, latitude and longitude coordinates, and accessibility information, allowing retailers to display nearby collection options to shoppers in either map or list format during checkout.

• Standard home delivery: Available across domestic and international carrier services at varying transit times depending on the carrier and destination
• Express and next-day delivery: Available through carriers that support these service levels for the recipient's location
• Same-day delivery: Supported where carrier availability and warehouse cut-off times allow for the relevant geography
• Nominated-day delivery: Consumer selects a specific delivery date, confirmed against real-time carrier capacity data at the point of checkout
• Click and collect: Retailer-operated store locations integrated into the Delivery Options display alongside carrier collection points
• PUDO collection points: Over 350,000 dedicated Pick-up Drop-off points globally, returned via the Delivery Options API with address, opening hours, and location data
• Parcel lockers: Accessible as a PUDO option type within the platform's carrier and location data, displayed on map or list views for shoppers

Metapack cites a 99% first-time delivery success rate when PUDO collection options are made available at checkout, as collection points remove the risk of missed deliveries when consumers are not at home to receive a parcel. The platform supports both outbound parcel collection and returns drop-off at PUDO locations, with no additional development required for retailers once the PUDO integration has been configured within the platform.

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

Metapack functions as a technology platform provider rather than a carrier, so consumer claims for lost or damaged parcels are directed to the carrier that actually transported the shipment. The specific claims procedure depends on the carrier used and the terms of the retailer's contract with that carrier. The retailer is typically the contractual party responsible for initiating a claim on behalf of the customer, and claims must usually be submitted within a defined window after the expected delivery date, which varies by carrier.

Metapack's platform supports the claims process by giving retailers the data they need to identify delivery exceptions and build the case for carrier dispute resolution. The Intelligence Hub allows retailers to track exceptions including lost, damaged, and delayed shipments across their entire carrier portfolio, and to generate carrier performance reports at both the individual shipment and aggregate level. For questions about the platform itself, Metapack provides a dedicated help center, a developer portal for technical queries, and account management for enterprise clients. The platform also supports integration with third-party post-purchase providers such as parcelLab, which retailers deploy for branded tracking pages and automated consumer exception communications.

• Claims responsibility: Claims for lost or damaged parcels are directed to the carrier that transported the shipment, not to Metapack
• First step: Contact the retailer who sold the goods, as the retailer holds the contractual relationship with the carrier and is responsible for initiating formal claims
• Retailer tools: The Intelligence Hub identifies delivery exceptions and generates carrier performance data to support dispute resolution with individual carriers
• Platform support: Metapack provides a help center, a developer portal, and dedicated account management for enterprise retailers using the platform
• Third-party integrations: The platform connects to post-purchase providers such as parcelLab for branded tracking pages and automated consumer-facing exception communications

Does Metapack handle international shipments and customs formalities?

Metapack's platform supports cross-border shipping to more than 200 countries, with carrier connections covering global integrators such as DHL and FedEx, postal operators including Royal Mail International, Asendia, and PostNord, and various regional specialists. For international shipments, the platform handles customs documentation generation directly alongside label production. The Shipping API allows retailers to add and update product-level data at the parcel level to make sure accurate customs documents are produced for each shipment, including declared values, contents descriptions, and country of origin information.

The platform supports printing of CN22 and CN23 customs declaration forms, which are the standard international postal customs forms used for lower-value and higher-value goods respectively. For shipments requiring formal customs clearance, particularly those destined for non-EU countries, the platform generates commercial invoices containing all required information, including consignment contents, declared values, country of origin, and the applicable Incoterms specifying who bears responsibility for import duties and taxes at the destination.

• Geographic reach: Carrier connections to more than 200 countries and territories through over 400 carrier partners
• CN22 forms: Standard customs declaration forms for lower-value international postal shipments, generated alongside carrier labels through the platform
• CN23 forms: Customs declaration forms for higher-value international postal shipments, generated alongside carrier labels through the platform
• Commercial invoices: Generated for shipments requiring formal customs clearance, containing declared values, contents, country of origin, and Incoterms
• DDU (Delivered Duty Unpaid): The recipient is responsible for paying import duties and taxes in the destination country upon arrival of the parcel
• DDP (Delivered Duty Paid): The sender assumes responsibility for all import duties and taxes, configurable on a per-carrier or per-destination basis within Delivery Manager

The choice between DDU and DDP terms has a direct effect on the consumer experience at the point of delivery. Under DDU terms, a parcel may be held by customs in the destination country until the recipient pays applicable import charges, which can cause delays and generate returns if the recipient declines to pay. Under DDP terms, all import costs are settled upfront by the seller's representative, and the parcel arrives at the door without any additional charges to the recipient. Metapack's platform allows retailers to configure the applicable Incoterms on a per-carrier or per-destination basis, giving businesses direct control over how cross-border cost responsibility is allocated.

Understanding tracking statuses

When tracking a parcel dispatched through the Metapack platform, different statuses appear as the shipment moves through the carrier's network. Metapack operates a proprietary tracking infrastructure called the Delivery Tracker, which consolidates events from more than 300 carrier networks through a single API and translates carrier-specific tracking messages into a set of 70 normalized statuses that are consistent regardless of which carrier is handling the parcel. This normalization allows retailers to build a single tracking interface and notification system that functions across their entire carrier portfolio without custom logic for each carrier.

Parcels processed through Metapack are identified by a DM Consignment Code beginning with the prefix "DMC" followed by an alphanumeric string. Examples of this format include DMC0DCB4AYJK, DMC0DCB3CE4C, and DMC0DCB1UMFV. This Metapack-level identifier is linked to the underlying carrier's own tracking reference, so a shipment can be followed both through the Delivery Tracker and through the individual carrier's own tracking tools. The Delivery Tracker processes 13.5 billion tracking events per year and returns events for outbound deliveries, return shipments, home deliveries, and PUDO collection deliveries. The main statuses and their meanings are listed below.