FAQ - Private Customers

TRAX Private is an innovative service that puts an end to the tedious chasing of packages: 

With TRAX Private as your delivery address, you can have your private packages delivered officially and at no extra cost to so-called TRAX Points. 

The delivery of your private packages usually occurs together with the business packages of the TRAX Private operator. Therefore, delivery is guaranteed, regardless of the parcel service. 

Additionally, the bundled delivery of packages and the guaranteed delivery on the first attempt reduce CO2 emissions, relieve city traffic, and protect the environment.

Unfortunately, you cannot use TRAX Private without a TRAX Point at your company or a TRAX Private parcel locker at a location on your campus.

Not using TRAX Private yet?
Then feel free to contact us – we will advise you individually and assist you with the setup: {Open contact form}.

Registration is a prerequisite for using the TRAX Private service. 

By registering, you create your user account and, if applicable, select your pickup location (TRAX Point), in case multiple locations are available at your company. 

With registration, you will receive your personal TRAX Private User ID (the TRAX ID). You provide this with your delivery address for every order. 

Your private packages are sent to your TRAX Point , scanned there, and automatically assigned to you based on the TRAX ID. Providing your name is not necessary.

As soon as a TRAX Point is set up at your company (or on your campus), you can register as a TRAX Private user. You can register at TRAX Private Registration.

• Please enter your first and last name in the name field.
• For "Email Address," either enter your company email address or, if you do not have one or your employer does not permit its use for TRAX Private, please enter your private email address.
• Please enter the valid registration code for your company.

You can find the valid registration code for your TRAX Point either in the email you received from your TRAXsuite operator, in the available communication materials, directly at your TRAX Point, or you can request it via Support : TRAX/TRAX Private Helpcenter. 

Please specify in which company or at which location your TRAX Point is located.

After you have logged into TRAXsuite , click on your initials in the upper right corner. A menu will open with a link to your profile. 

There you can access your personal settings. By clicking the pencil icon, you can make changes to your personal settings. You can delete your account via the trash can icon. 

The TRAX ID (TRAXsuite User Identification) is a personal seven- or eight-digit identification code that you receive after registering on the TRAXsuite website. It is used during online shopping along with the delivery address of your TRAX Point and ensures that your packages can be assigned to you. 

You can find your TRAX ID in your personal account under "Profile". The TRAX ID cannot be changed by you.

You can find your delivery address in your account under "Profile" (truck icon). The delivery address cannot be changed.

A TRAX Point is a central location – either at your employer's or, for example, at an accessible spot on your campus - where your private packages can be delivered, stored, and picked up. 

The TRAX Point can also be equipped with a parcel locker. 

The location of the TRAX Point and the pickup times are determined individually by the respective operator.

• Delete the current location in the "Location" field.
• Enter the first few letters of the new location. A selection of possible locations (TRAX Points) will appear.
• Save your changes.
• You can get a list of possible TRAX Points from your TRAX-PRIVATE operator.

In this case, please check your spam folder first. 

If you used your company email address, it is possible that your company's firewall has blocked the email. Please contact your IT department for clarification. 

If neither step leads to the desired result, please contact Support : TRAX/TRAX Private Helpcenter.

To ensure that all emails from TRAXsuite arrive, please add the email address notification@traxsuite.com to your address book.

You can add other email addresses in your personal account or leave a message for the staff at the TRAX Point.

• In the "Email(s)" field, add other addresses of people who are authorized to pick up your shipments in your absence.
• Or leave a note for the staff at the TRAX Point in the "The Info" field.

No, there is currently no dedicated app for TRAX Private users. We are working on a version for TRAX Private. Please use your personal web account. You will receive all notifications via email.

In the online shop, create an additional TRAX Private delivery address next to your private (billing) address as follows:

• First Name: TRAX-ID: XXXXXXX 
• Last Name: Company Name or TRAX Point Name
• Street: TRAX Point Address
• ZIP/City: TRAX Point ZIP and City

You can place orders at any online shop that allows you to enter an alternative delivery address in addition to the billing address.

In principle, all goods can be ordered as long as the following conditions are met: 

• The packages weigh less than 15 kg and measure a maximum of 120 x 60 x 60 cm, or a maximum of 70 x 35 x 45 cm for delivery to a TRAXsuite parcel locker.

Please also check for any differing conditions from your TRAX Private operator.

• Cash on delivery (COD) shipments.
• Shipments that violate legal prohibitions or are subject to hazardous goods regulations.
• Shipments with inadequate packaging (especially liquid contents).
• Shipments of extraordinary value (e.g., art, precious metals, money).
• Shipments requiring special handling (e.g., perishable goods).
• Shipments containing live animals or mortal remains.
• Dangerous shipments.
• Shipments requiring personal acceptance.
• Uncustomed shipments.

You can pick up your packages at your TRAX Point during the opening hours set by the TRAX Point operator. You can find the address of your TRAX Point in your personal account by clicking on your profile in the top right corner.

Please pick up your packages promptly during the opening hours of your TRAX Point. You can find these in your delivery notification. The opening hours are set individually by the TRAX Private operator; TRAXsuite has no influence on this. 

At a parcel locker, you can usually pick up your packages around the clock.

If there is no Wi-Fi at your TRAX Point or the signal is too weak, simply take a screenshot of the code before you go and show it at the point of pickup.

If possible, packages should be collected on the same day the delivery notification is received. The packages are stored at your TRAX Point for a maximum period (usually ten working days). If you know you will be unable to collect your packages for an extended period, e.g., due to vacation, you should not have them delivered via TRAX Private or should authorize a trusted person to collect them. 

You can also leave a note for the staff at the TRAX Point in your personal profile.

You can find the overview of your ready-for-pickup and collected shipments in your personal account, in the left navigation bar under "Package Overview" or on the start page (Dashboard). 

By clicking on a package, you can also view the status and package information in detail.

This can have several reasons:

• The package was obviously severely damaged.
• The address was incorrect or not completely printed on the shipping label.
• The ordered goods do not comply with the terms of use.
• For more detailed information, please read the terms of use.

At the TRAX Private parcel locker, you can pick up your package either by entering your PIN on the central control panel or by scanning the QR code at the scanning unit. 

The information required for pickup can be found in the TRAX Private delivery notification, which you will automatically receive after your package has been placed in the parcel locker.

In that case, your package will be stored at a so-called alternative TRAX Point (overflow) on-site. 

You will be informed of this in the delivery confirmation, as well as where this TRAX Point is located and when you can pick up your package there. 

If the package does not comply with the terms of use, acceptance may also be refused.

Packages for a locker compartment must weigh less than 15 kg and be no larger than 70 x 35 x 45 cm, otherwise the packages will be stored in the alternative TRAX Point, or acceptance may be refused if the overall dimensions are exceeded.