You may check the status of your shipment through our tracking page at https://locator.blackarrow.express Simply key-in your tracking number or OID and click “enter”.
You may follow-up on your shipment after 3 days within Metro Manila, 5 days within Luzon and beyond 7 days in Visayas and Mindanao. For urgent matters, do not hesitate to contact cs@blackarrow.express
There are a number of ways to reach us.

Black Arrow’s Customer Service works with a ZenDesk ticketing system which ensures that all emails directed to cs@blackarrow.express is answered within 24 hours or less.

You may also visit our website at www.blackarrow.express.com where you can click on our “Support Icon” at the bottom right of our page.

Customer Service is open from 9:00 AM to 6:00 PM Mondays to Saturdays.

Hubs are not stores nor branches. Hubs are operating stations that are focused on receiving and sending shipments to and from your doorstep. Requests for pick-ups must be coursed through: cs@blackarrow.express or through any of our retail outlets. Here is a link to our directory. http://www.blackarrow.express/directory/
For safety and process management, you may coordinate your requests by emailing cs@blackarrow.express regarding our riders. Our riders will usually call-out whenever they are in route to destination. You will also receive an SMS (No-Reply) notification upon dispatch.
  • METRO MANILA is within 3 days.
  • LUZON is within 5 days .
  • VISAYAS & MINDANAO is within 5 days.
Deliveries out “ON-HOLD” are usually waiting for further instructions from any of these parties: The Sender, The Consignee, or The Dispatcher.
Two. (Invalid reasons: consignee not available, customer cancelled delivery)
Yes. You need to direct this request by email at cs@blackarrow.express using the heading “Pick-up Request”. Please indicate the area of pick-up so our customer service can coordinate with our area managers.You may then pick-up your item at the hub or any of our retail outlets.
We operate from Mondays through Saturdays 9:00 AM to 6:00 PM except on Holidays and special events. Announcements will be made on our Facebook page: https://www.facebook.com/blackarrowexpress/
We do not place specific times and dates on “regular shipments” as these are processed in bulk for efficiency. We do provide a “Time Definite” service as described for some of our clients. These are booked at a different cost as it is a premium service provided by Black Arrow Express.
Errant Personnel are not tolerated by Black Arrow Express. Please provide details of these offenses and incidents to cs@blackarrow.express. Lost and Damaged shipments will go through a “claims procedure” as called by our Terms and Conditions. You may also file for a claim through a detailed account of the incident at cs@blackarrow.express.
There are four main segments in your shipment’s journey. Namely: Pick-up (1st Mile), Transfer and Transit, Sorting and Last-Mile Delivery. Anything and Something can always go wrong.

A majority of delays are beyond the control of BAE. The most common reasons for delays affect First Mile, Last Mile, and Transits. These are activity segments that are exposed to the elements such as weather, traffic, and other extraordinary events beyond our control. For example, heavy rains cause flooding that cause traffic delays making areas in the Philippines suddenly impassable. In cases of extreme weather conditions, BAE needs to prioritize the safety of our personnel and may suspend operations to protect them along with the shipments they carry.

BAE works along a network of hubs and spokes. These hubs where your shipments are transferred, rely on a network or trucks, planes and sometimes ships to connect them. In circumstances where your shipment is offloaded or “bumped-off” in favor of passengers, shipment delays will occur. Similarly, if land transportation is hampered for reasons beyond our control, there will be unavoidable delays.

In circumstances of “Human Error” please do not hesitate to bring these matter to our attention at
cs@blackarrow.express so that we can work correct them.

It is within the best interest of everyone that shipments are successfully delivered as this is the usual basis for the payment of our services. CNAs tend to happen primarily on COD transactions and rarely on pre-paid transactions. For this reason, BAE transmits an automated SMS to notify consignees that a dispatch has been scheduled and to prepare the “exact amount” for collection. Nonetheless, if there are any irregularities and suspicions please do not hesitate to contact us at
cs@blackarrow.express
We apologize that we cannot attend to your phone inquiries immediately. Please bare with us as we continue to upgrade our systems. In the meantime please not hesitate to reach out to us by email at
cs@blackarrow.express or through Facebook’s Private Message.
We apologize that we cannot attend to your phone inquiries immediately. Please bare with us as we continue to upgrade our systems. In the meantime please not hesitate to reach out to us by email at
cs@blackarrow.express or through Facebook’s Private Message. We maintain a standard where all emails received within office hours need to be responded within 4 hours, while those sent during the evenings and Sundays will be answered within 24 hours. Please let us know by a “follow-up” heading if your concerns have not been attended to within those parameters.
BAE utilizes an automated SMS notification upon dispatch for both pick-ups and deliveries. If you have not been receiving any SMS notifications from us, please do not hesitate to inform us through
cs@blackarrow.express so that we could notify our IT to correct this fault.
Please inform us through cs@blackarrow.express with the details of this irregularity so that we can investigate this with our compliance team.