Galaxus order tracking: carriers, delivery and problems

Where does Galaxus deliver?

Digitec Galaxus has one shop per country, and each shop supplies only its own country:

In Galaxus's words, "other countries cannot be supplied at this time". So Galaxus doesn't deliver to the UK, the US, Ireland, Canada or Australia. On galaxus.ch, the offer is only for customers who live or do business in Switzerland or Liechtenstein. Every site also has its pages in English.

The rest of this guide covers galaxus.ch and digitec.ch, which share the same rules. The EU sites come after.

Which carrier delivers my Galaxus order?

Galaxus's Swiss logistics centre is in Wohlen. Who brings your order depends on what you bought:

Merchants. Galaxus and Digitec also sell items from merchants, third parties who sell in their own name. The shop and the invoice show who you're buying from. A merchant's item is always shipped, never collected. Some merchants are based outside Switzerland, and some items are cleared through customs in your name. Under Galaxus's terms, the final price already includes VAT and any other taxes and fees. More: customs.

1. Galaxus warehouse or merchantStock usually leaves the day you order
2. Swiss Post, Planzer or DHLThe order overview shows the current date
3. Pickup location or DHL PackstationReserved for 14 days in Switzerland
4. YouCheck it at once and report problems fast

Where is my Galaxus tracking?

Look in these places:

• Your order overview. In your customer account, each order shows its current delivery date.
• The order confirmation. It gives a provisional delivery date, or Galaxus contacts you to agree one. For heavy items, the haulage company calls you to book a time; if it can't reach you, you get an e-mail.
• Galaxus Assistant (Digitec Assistant on digitec.ch). It answers "Where's my delivery?" and shows the ways to contact Galaxus.
• The carrier. The day before delivery, Swiss Post sends you a text, an e-mail or a Post app notification. In your Swiss Post customer area, enter the consignment number to see where the parcel is.

Here's what the carriers' numbers look like (the digits are made up):

The Galaxus order number isn't a tracking number. For other shops: find your tracking number. Not sure what you have? Type it here:

Why is my Galaxus order late, or why isn't tracking moving?

When an item is in stock in the warehouse, Galaxus aims to ship it the same day, Monday to Friday, if you order by 9 p.m. It usually arrives the next working day. If yours doesn't, it's often one of these:

• An earlier cut-off. The deadline can come earlier, especially at the start of the week, when orders pile up.
• Not in stock. The times above only apply to the warehouse's own stock. Each product shows its availability in real time.
• A provisional date. Production and delivery shortages can delay Galaxus and its merchants, so dates can change.
• Collection. You get an e-mail only once your whole order is ready to collect.
• Heavy items. They come once you've agreed a time with the haulage company. If your address is hard to reach, it takes the pallet to the nearest point, such as a mountain railway's lower station, and a specialist company takes over.

When waiting is still normal: tracking not updating.

Galaxus delivery options and costs

Shipping. Free from CHF 50.– to addresses in Switzerland and Liechtenstein; below that, CHF 4.90.

Saturday. What you order on a Friday comes on Saturday for free, if it's in stock in the central warehouse. It's on by default for private accounts; switch it on or off in your account or at checkout. It doesn't cover general cargo. Flash and same-day delivery ended on 29 September 2025.

Heavy items. Pallets and items over 30 kg come to the kerb for free. For CHF 59.–, the haulage company carries them to the place of use, such as your cellar, but only for items from Galaxus's own warehouse.

At your door. If you're out, the carrier may leave the parcel at your door. With Swiss Post, choose delivery days and a drop-off place in the Post app or your Swiss Post account. With Planzer, turn off doorstep drop-offs in its delivery settings.

Collection. Pick up your order at locations across Switzerland, Digitec stores included. It's reserved for 14 days, and you need ID if it's already paid. Someone else can collect it if you add them to your customer account, or with your signed permission, a copy of your ID and the order number. If you miss the deadline, the items go back to the warehouse and Galaxus credits what you paid to your customer account. Items over 35 kg can't be collected. More: parcel lockers and pickup points.

Galaxus parcel not arrived or marked delivered: what to do

In this order:

1. 1Check the trackingCheck the date in your order overview and the carrier's latest status. Planzer leaves parcels without a signature: once left, a parcel counts as delivered, and a photo with GPS data is the proof.
2. 2Look around and askCheck your letter box and drop-off place, and ask your neighbours. Planzer tries once: ask for a second attempt with the delivery card within seven calendar days, or the parcel goes back after at least seven working days.
3. 3Contact GalaxusAsk Galaxus Assistant "Where's my delivery?". If tracking says delivered but you have nothing, go to "Returns or problems" and choose "Your order didn't arrive?". If an item is missing or wrong, choose "The delivery was wrong?". Report damage, wrong or incomplete deliveries within 5 calendar days, merchants' too.
4. 4Start an enquiryWith Swiss Post, the recipient can start one too, online or at a branch, up to a year after posting: when "Consignment delivered" is missing, the delivery time has passed by more than two days and you confirm you didn't get it. With DHL, you can request one once the status hasn't changed for more than 5 working days, but DHL asks the recipient of an online order to contact the sender first: that's Galaxus. In Austria, France and Belgium, only the sender can file with the post, so contact Galaxus.
5. 5Refund or new itemUnder Swiss law, unless agreed otherwise, the risk passes to you once the goods are handed over for shipping (Art. 185 of the Code of Obligations). Galaxus's terms add that if delivery is late, you can cancel from the 30th day after the scheduled date, except for special orders, and Galaxus refunds what you paid.

Check the parcel at once. Under Galaxus's terms, you inspect your order straight away. If a haulage company or service partner delivers, note any damage on the delivery note. Don't use a damaged item, and keep it as it came, in its original packaging. Swiss Post takes damage reports up to eight days after delivery, but Galaxus wants them within 5 calendar days, so tell Galaxus first.

More: parcel marked delivered but not received, lost parcel and damaged parcel.

What about Galaxus in Germany and the rest of the EU?

The EU sites ship their own stock with DHL, which hands the parcel to a local carrier in most countries:

These times apply to stock ordered by 1 p.m., Monday to Friday. Items from suppliers and merchants may come with another carrier. Follow the delivery status in your customer account. In Germany, you can have parcels from the Galaxus warehouse sent to a DHL Packstation, except large appliances; heavy items over 31.5 kg come to the place of use with a haulage company, or usually only to the kerb from merchants.

If a parcel arrives damaged, register the case online or in Galaxus Assistant under "Report a defective product", with the order number, a short description and photos of the damage and the packaging.

Returning a Galaxus order

Switzerland. Whether and until when you can return an item shows in its «Product details», in your order and when you register the return. The period runs from the shipping or collection date. Register it in your account under «Returns and faulty products». Dropping it off at a store is free, but only for items you could have collected; sending it by post or a pickup at home costs CHF 7.–. It's also free for clothes and shoes, and if you got a different, unordered or incomplete item. Opened or used items lose at least 10%, or at least CHF 5.–. Merchants' items go back by post or a logistics company only. If an item was cleared through customs in your name, Galaxus handles the export declaration and the refund of Swiss import duties.

Germany, Austria, France, Belgium and the Netherlands. You have 30 days from receipt, for Galaxus's items and third-party sellers' alike. Go to «Orders», click «Register return» and stick the free label on the parcel.

Where the return's tracking number is and when the money comes: returns tracking.

Can I track a Galaxus parcel in Peek?

Yes, with the carrier's tracking number: paste it into Peek. Peek recognises Swiss Post numbers by their shape alone: 18 digits starting 98 or 99, or 2 letters, 9 digits and CH, like RR123456785CH (made up). It does the same for Planzer numbers of 13 digits starting 99990 or 20 digits starting 91346097, and for DHL numbers made of JJD and 18 digits. When several carriers share a number shape, Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier.

For a merchant's, supplier's or haulage company's parcel, paste its number all the same: Peek follows more than 3,500 carriers. A merchant's item has its own number only if the merchant ships it with tracking. In the EU, when DHL hands your parcel to the local post and names it as the carrier taking over, Peek keeps the history from the start and follows the new carrier.

Peek shows what the carrier publishes. Cases, refunds and returns stay in your Galaxus account.