Why you (the recipient) must contact the local carrier — and why we can’t do it for you
When your order leaves our warehouse, it's handed over to be shipped and handled by a local carrier (for example: USPS,
FedEx, SpeedX, CTT, Evri, Royal Mail, Correos, etc.). If there’s a delivery problem (delays, “delivered” but not
received, address issues, customs holds, pickup required), the fastest and most effective solution is for you—the
recipient—to contact that local carrier directly.
The simple reason: privacy + identity checks
Shipping and tracking records often contain personal data, such as:
- Your name, address, phone number, email
- Delivery attempts, signature details, pickup location
- Internal scans/notes from drivers and depots
- Security-related information (why a delivery was paused, etc.)
Under data protection and privacy rules, carriers cannot share detailed tracking or delivery information with someone
who is not the recipient. That includes the seller (Tobio's.) This is required by privacy and data protection laws in
many countries, including the EU (GDPR), UK, United States, Canada, and Australia, which prevent carriers from sharing
detailed delivery information with anyone other than the recipient.
What this means in practice
Even when we want to help, the local carrier will often tell us one of these:
- “We can only discuss details with the recipient.”
- “The recipient must confirm identity.”
- “The recipient must request the change (address, pickup, redelivery).”
- “We can’t disclose internal scans/notes to a third party.”
So if we contact them, we usually get less information than you would, and it can slow things down.
What you can do that we can’t
You can usually do things the sender is not allowed to do, such as:
- Verify your identity and receive full tracking details
- Request redelivery, schedule delivery windows, or reroute to a pickup point
- Confirm or correct address details
- Receive explanations for internal tracking events (attempts, holds, exceptions)
- Start certain carrier-level investigations faster because you are the recipient
When should you contact the local carrier?
Please contact the local carrier if you see:
- “Delivered” but you don’t have the parcel
- “Delivery attempt made” (but no one came / no note left)
- “Held at facility / pickup required”
- “Insufficient address” or “Address issue”
- No movement for several business days
How do I find out the Local Carrier and Local Tracking Number?
You will find the local carrier Name and Tracking Number in our tracking page: https://tobioskits.com/apps/parcelpanel
What to say
When you contact them, make sure to say:
Hi! I’m the recipient for tracking number [LOCAL TRACKING NUMBER].
Could you please share the latest delivery details and any internal notes, and tell me what I should do next to receive
my parcel?
My delivery address is [YOUR ADDRESS] and my name is [YOUR NAME].
Tip: Sometimes, shipping companies will request identity verification from you, such as ID, proof of address, phone
number match, etc.
What we can still do to help
We’re always here for what we can control, for example:
- Confirming what items were shipped and when
- Sharing tracking links
- Advising what to ask the carrier if you don't know exactly
- Helping with next steps after the carrier confirms the status (for example, if the parcel is confirmed lost or
returned)
Official sources (privacy & data protection)
In the EU this is governed by GDPR, which limits who can access personal delivery data.
In the UK, similar rules apply under the UK GDPR and Data Protection Act 2018.
In the United States, carriers follow federal and state privacy laws (such as the Privacy Act and carrier-specific
privacy policies) that restrict sharing delivery details to the recipient.
In Canada, this is covered by PIPEDA, which protects personal information and limits disclosure to the individual it
relates to.
In Australia, carriers must comply with the Privacy Act 1988 and the Australian Privacy Principles, which again restrict
access to the recipient.