Knowledge Base

Knowledge Base SafeNet Authentication Client software

Token Shipping, Delivery, and Customs FAQ

Updated on October 1, 2026

Overview

Use this article to locate shipment information, identify whether to contact the carrier or Sectigo Support, and verify requests for customs payments or documentation.

Applies to

Sectigo hardware token shipments.

Tracking

Where is my tracking number?

Look for the shipping notification with the subject Your Sectigo token has shipped — Order [your order number]; its body identifies the carrier and tracking number.

Search your mailbox for Sectigo token has shipped or your order number.

Your token password arrives separately in an encrypted email—not in the shipping notification.

How do I track the shipment?

Open the carrier’s official website independently and enter your tracking number.

Sectigo uses UPS, FedEx, DHL, or Canada Post, depending on the shipment.

Carrier homepages are listed below.

What if I cannot find the shipping notification?

Search your mailbox for the notification subject or order number, including Junk or Spam.

Confirm which email address is the administrator contact on your order; another colleague may be the intended recipient.

If the notification remains missing, contact Sectigo Support(opens in new window) with your order number.

Why has tracking not updated?

Check the carrier’s tracking page and contact the carrier with your tracking number if the status is unclear.

Do not assume that a notification means the parcel has already received its first carrier scan, or rely on a fixed waiting period for every shipment.

Delivery

How long will delivery take?

Delivery time depends on the destination, carrier, and customs processing; consult the estimated arrival in your notification and the carrier’s latest tracking information.

Treat an estimated arrival as an estimate, not a guaranteed delivery date.

Can I change the delivery address?

Contact the carrier with your tracking number to ask about available rerouting options.

Availability may be subject to shipment status, carrier rules, and shipper restrictions; do not assume that a change is possible.

If the carrier requires action from the shipper, contact Sectigo Support for assistance.

Changing the delivery destination and changing the administrator contact on the certificate order are separate matters.

Can I collect the parcel or reschedule delivery?

Contact the carrier or check its tracking page for available collection and rescheduling options.

Follow the instructions for your particular shipment rather than assuming that pickup, redirection, or another delivery attempt is automatic.

Delivery failed. What should I do?

Check the carrier’s tracking information and any delivery notice for the next action, such as collection or rescheduling.

Contact the carrier if the instructions are unclear.

Tracking says “delivered,” but I do not have the token

Check with reception, your mailroom, and neighbors where appropriate.

Ask the carrier to investigate the delivery.

If the token remains missing, contact Sectigo Support with your order number, tracking number, and carrier case number, if available.

Ask Support to confirm the next steps, replacement options, and any applicable charges; do not assume an automatic replacement.

The token arrived damaged

Do not use a physically damaged token; retain the packaging and contact Sectigo Support with photographs of the token and box.

Before sharing photographs, check that they do not expose credentials or unnecessary personal information.

Customs, Duties, and Taxes

Who pays customs charges?

Check the terms of your order and the destination’s requirements, and confirm any unclear charges through verified carrier or customs-authority channels.

Do not assume that every shipment has the same charges or payment responsibility.

My token is held at customs. What should I do?

Contact the carrier with your tracking number to identify any outstanding documentation, payment, or other clearance requirement.

Where necessary, confirm instructions directly with the relevant customs authority through an independently verified official channel.

Payment alone may not resolve a hold if other requirements remain outstanding.

Do I need a tax identification or importer number?

Some destinations require a recipient tax identification or importer number for commercial shipments.

Provide sensitive identification information only when required and through a verified, secure carrier or customs-authority process—not an unfamiliar email link.

Do not include identification documents or tax numbers in an ordinary support request.