What your customer sees
The parcel, the tracking, and the paperwork. Straight answers.
The short answer
Your customer receives a parcel with your branding or no branding, tracked on a page that does not show the China leg, with no Peregrine paperwork inside.
The long answer is worth reading, because there are parts we control completely and parts we do not.
Inside the box
Nothing of ours goes in it. No Peregrine invoice, no packing slip with our name, no compliment slip, no promotional insert. This is the default on every order, not something you switch on.
The packaging is neutral unless you have had your own made. Plain, unbranded, nothing identifying who fulfilled it.
If you have custom packaging, your order ships in yours. Boxes, mailers, inserts and cards, made once at a 500-piece minimum and then used on every order. See Custom packaging.
The tracking your customer sees
Every order gets a tracking code beginning PST. Give it to your customer exactly as it appears.
The tracking page they land on shows the last-mile journey only: the movements in their own country, with their local carrier. It does not display the China leg.
Important for how you link it. There are two views, and only one is for your customer. Always use the last-mile link. Support can confirm the correct format if you are building it into an email flow or a tracking app.
Tracking also pushes back into Shopify, so the shipping notification your customer receives comes from your store, with your logo and your wording. They are not sent anywhere branded by us.
On the outside of the parcel
This is the part where being straight with you is more useful than reassuring you.
A parcel crossing a border carries a customs declaration. That is a legal document, not a branding choice, and it states an origin. If your customer inspects the label closely, the shipment's origin is visible there.
What that means in practice: the tracking, the notifications, the packaging and the contents are all clean and under our control. The customs paperwork on the outside is not something any fulfilment operator can remove.
Most customers never look. The ones who do are usually looking because something else already made them suspicious, which is why delivery time and product quality matter more to this question than the label does.
What to say when a customer asks
Some will ask where it is made. You do not need a script, but you do need to not panic, and you should not lie.
A straight answer works better than a defensive one. Your product is manufactured in China, like most consumer goods, and you have chosen a fulfilment partner who ships direct so you can keep your prices where they are. Said plainly, that is a completely normal sentence that no customer objects to.
What loses trust is a merchant who is evasive, or who writes "ships from our local warehouse" on a page when it does not.
Delivery time, and setting the promise
Delivery runs 3 to 10 days on our main lanes. Some destinations run longer, so check the country you sell into rather than assuming.
Write the promise you can keep. A merchant who says 10 days and delivers in 7 gets a happy customer. A merchant who says 5 and delivers in 9 gets a refund request, and pays for it themselves. The temptation to shorten the number on your product page is the most expensive small decision in this business.
Two things to be clear about with yourself:
- The window is the transit, and dispatch happens before it. Dispatch runs sub-24h, and items sourced per order are bought first, which adds time before the parcel exists.
- Check What each order status means so you can tell a waiting customer where their order actually is.
Frequently asked
Will there be a price or an invoice in the box? No. Nothing of ours goes inside.
Will the tracking say China? Not on the view your customer uses. Use the last-mile link.
Does my customer get an email from Peregrine? No. Tracking goes into Shopify and your store sends the notification.
Can I put my logo on the tracking page? Not today. The tracking page is unbranded rather than Peregrine-branded, and your Shopify notifications carry your branding.
Can I use a tracking app like Wonderment? Ask support before you set it up, so the last-mile link is wired in correctly.
What about returns? Do not put a return address on your packaging without talking to us first. See the returns article.
Still need help?
Real humans on every reply. Average response under 2 hours during business hours.