Shipping packages
Questions about registering packages, tracking numbers, and shipment status.
TRAELOX support
How can we help?
Get practical help with packages, pickup, payments, account access, and delivery updates.
Help topics
Start with the area that matches your question.
Wallet and payments
Help with balances, top-ups, fees, and payment status.
Pickup and barcode
What to bring, how pickup works, and when to use your barcode.
Account access
Support for email, phone, identity details, and profile updates.
Get in touch
Share your tracking number, pickup point, account email, and a short description so the team can help faster.
What to include
Share your tracking number, pickup point, account email, and a short description so the team can help faster.
Contact support
Send us a message
Have a question or feedback? We are here to help.
Common questions
Quick answers for the most common support moments.
How do I get my TRAELOX address?
Sign in and open your account address page. Use the warehouse address shown there when shopping online.
When should I add my tracking number?
Add your package as soon as the store gives you a tracking number so TRAELOX can identify it faster.
How do I know when my package is ready?
You will see a notification and the package status will update when it is ready for pickup.
What happens if I have a balance to pay?
Top up your wallet before pickup so the handoff can stay smooth.
How do I show my pickup barcode?
Open the ready-for-pickup package or barcode modal in your account and show the active barcode at pickup.
Pickup locations
Find service centers and package pickup points near you.
Caracas
Caracas N1
pickup point address 1
10:00-22:00 Mon-SunTest
Test
Test
10:00-22:00