Count on us
When it comes to delivery and storage logistics, Total Express is a specialist in complete solutions for your business. We have a range of services that can be customized according to your needs.
Virtual assistant
Hello, I'm Eva.
Eva has a new look and is ready to answer your questions quickly and easily. She can help you, customer, with tracking your order... And for you, store owner, who doesn't ship your orders with Total yet, she can guide you.
Whether you're a new customer or someone who uses our services, Eva is here to make your journey even more incredible. Always available to offer personalized support. Whether through quick responses or detailed guidance.
Hello, I'm Eva.
Virtual assistant
Eva has a new look and is ready to answer your questions quickly and easily. She can help you, customer, with tracking your order... And for you, store owner, who doesn't ship your orders with Total yet, she can guide you.
Whether you're a new customer or someone who uses our services, Eva is here to make your journey even more incredible. Always available to offer personalized support. Whether through quick responses or detailed guidance.
FAQ
Total Express's Customer Service (SAC) is exclusively for our corporate clients (those who contract our services). Customer support for end consumers (final recipients) must be handled directly by the customer service team of the online store where the purchase was made.
If you want to track the status of your order, click here. For other matters such as address changes, data corrections, or additional information, please contact the store where you made your purchase. Total Express does not provide direct service to consumers but can guide you to the correct contact for assistance.
The status "Tax Issues" is directly related to discrepancies in ICMS (a Brazilian value-added tax) collection. There is an agreement established between the states of Acre, Alagoas, Amapá, Bahia, Ceará, Espírito Santo, Goiás, Maranhão, Mato Grosso, Pará, Paraíba, Pernambuco, Piauí, Rio Grande do Norte, Roraima, Sergipe, and the Federal District, under ICMS Protocol 021/2011, which requires ICMS to be collected in the destination state for shipments between these signatory states. In this case, Total Express recommends that you contact the store where you made your purchase directly to get more information regarding the delivery of your order.
In this case, Total Express advises you to contact the store where you made the purchase immediately to make the necessary changes. The sooner you provide the correction, the faster your order will be delivered or picked up.
Yes, you can track your order through Total Tracking on our website and follow its progress via email and SMS updates.
If you see the status "Urban area with difficult access" when tracking your package, it may be due to conditions such as hard-to-reach locations, local events, vehicle traffic difficulties, restricted zones, heavy rain, flooding, or other factors. However, regardless of these challenges, Total Express will take all necessary measures to ensure your package arrives at its destination as quickly as possible and in perfect condition.
To track your package on the Total Express website is very simple. Just have the following information on hand:
First Name / Company Name: (enter your full name or your company’s name);
CPF / CNPJ: (enter your CPF or your company’s CNPJ);
ZIP Code: (enter the complete ZIP code of the address provided at the time of purchase; this field accepts numbers with or without a hyphen)
Make sure to enter the information correctly and don’t forget to check the “reCAPTCHA.”
Our Delivery and Pickup Policy guides and prepares our Employees and Service Providers to make deliveries at the address listed on the Invoice. Additionally, upon delivery/pickup, the recipient must complete all required fields in the Delivery Protocol. If you have not yet received your package, we advise you to contact the store where you made your purchase immediately, verify the delivery address, and follow the instructions provided by the store.
This is an unusual situation. Therefore, we recommend that you contact the store where you made the purchase immediately to check the current status.
This status indicates that your package is being transferred from the "origin" location to the "destination" location. But don’t worry: your package will arrive at the delivery address as soon as possible.
No, Total Express does not charge Consumers of our Clients for delivery attempts. Any fees related to the product or shipping must be negotiated directly with the store where you made your purchase.
The delivery or pickup time for your order depends directly on your region/location. For more details, we recommend contacting the store where you made your purchase to inquire about the delivery timeframe. Take this opportunity to confirm your information (e.g., delivery address).
To become a delivery partner with Total Express, the first step is to download the ICS Delivery app from the Play Store and complete your registration by following the app’s instructions. Have your driver’s license, vehicle documents, and proof of address ready, you’ll need them!
Once your registration is complete, just wait for Total Express to contact you and start earning more as a partner with Brazil’s largest e-commerce carrier.
Total Club is a rewards program designed to offer exclusive discounts to Total Express delivery partners. Through the club, we provide a wide range of promotions and discounts on products and services across the country. New partnerships are added regularly, giving you even more special discount options. The club is divided into three tiers: Gold, Silver, and Bronze, and each partner is assigned a tier based on the quality of their deliveries.
To make our club even more special, we created three levels of access with exclusive partner benefits. To participate, you just need to be an active driver with strong delivery performance.
To move up a tier, you should consistently improve your on-time delivery rate, maintain frequent deliveries, and minimize delivery disputes. Every month, you'll be notified of your current tier status.
No, you're not required to purchase any products or services from the partner companies we feature in our Rewards Club. You have complete freedom to review each offer and decide whether it’s a good fit for you, based on your budget, needs, and the benefits provided.
The decision to purchase any of the services offered through our Club is entirely up to the delivery partner. When you choose to contract a service, your agreement will be made directly with the partner company, not with Total Express.
Any questions or issues related to the service or product must be resolved directly with the provider. If you have any questions about how Total Club works, please reach out via the chat on the Delivery Partner Portal.
If the invoice is not on the outside or inside of the package, Total Express recommends that you contact the store where you made your purchase immediately to request a second copy. Only the store is authorized and able to provide this.
If your package arrived damaged, Total Express recommends that you contact the store where you made the purchase immediately for further information and guidance.
To become a delivery partner with Total Express, the first thing you need to do is download the ICS Delivery app from the Play Store and complete your registration by following the instructions in the app. Make sure to have your driver’s license, vehicle registration, and proof of address on hand. You’ll need them!
Once your registration is complete, just wait for Total Express to get in touch. Then you’ll be ready to start delivering and boosting your earnings with Brazil’s leading e-commerce carrier!
Still need help?
Talk to Eva, our virtual assistant.
Still need help?
Talk to Eva, our virtual assistant.
