Welcome to LEAPRO
Customer Service.
Thank you for reaching out to us.
Your feedback is invaluable in helping us continuously enhance
the quality of our services.
Our business is rapidly growing due to the trust and preference from
various platforms and merchants in our comprehensive service excellence.
Despite our efforts to expand capacity,
there may be occasional delays or issues not handled perfectly.
We sincerely ask for your understanding in such instances.
We graciously welcome all feedback, including criticism, and are committed to
promptly incorporating your suggestions to offer even better service.
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Tracking & Delivery Status
Where can I track my package? +
Each parcel has a unique tracking number. Please request it from your seller or online shop. Once you have it, you can:
- Use the tracking link provided by your seller, or
- Enter your tracking number at track.leapro.com/en to see real-time delivery updates.
My tracking number doesn’t work +
Don’t worry! Sometimes it takes a few hours for a new parcel to appear in our system.
- New shipment: Please check again later.
- After 24 hours: If it’s still not working, check with the seller to confirm the tracking code again.
- Still an issue? Contact us via the web form so we can help.
My tracking hasn’t updated for a long time.+
Updates may pause if your parcel is in transit between hubs. This is normal and usually resolves within 1–2 days. If there’s no movement for more than 3 days, please reach out to us via the web form so we can investigate.
Delivery Attempts & Options
My delivery is delayed. What should I do? +
Delays may occur due to traffic, weather, or high volume. Please check your tracking page for the latest update. If there’s no update after 48 hours, contact us via the web form
Can I change my delivery address / the delivery date?+
Unfortunately, we are neither authorized nor able to change your delivery address or the delivery date for security and legal reasons. Please contact the seller for any address updates.
I wasn’t home during delivery. Will you try again?+
Yes. In most cases, our driver will attempt delivery again on the next business day. You can update your tracking information so you know the new attempt date.
Do you deliver on weekends? +
Yes, in many regions we deliver Monday through Saturday. Check your tracking page for the expected delivery day in your area.
Do you deliver in my area? +
Leapro currently delivers in major cities such as Essen, Duisburg, Gelsenkirchen, Mülheim an der Ruhr, Oberhausen, Frankfurt am Main, Offenbach am Main, Mainz, Wiesbaden, and Darmstadt, plus many surrounding areas.
Can I pick up my parcel at a nearby pick-up point?+
By default, parcels are delivered to your address. If the first attempt fails, your parcel may be redirected to a nearby PUDO point (usually within 2 km).
Returns & Exceptions
My package arrived damaged. What should I do? +
If your parcel is damaged:
- Step 1: Take clear photos of the damage (including packaging) for the first time.
- Step 2: Contact your seller or online shop directly to request a replacement or refund.
- Step 3: You may also notify Leapro via our web form so we can review the issue internally and help prevent future cases.
My tracking says “delivered,” but I didn’t get anything. +
- Check POD first: First, view the Proof of Delivery (POD) photo on our tracking page. This photo often shows exactly where the package was left. You can check your POD here: https://track.leapro.com/en/
- Check nearby: Look in surrounding areas, such as a side door, porch, or with a neighbor. Also, check with other household members or your building management.
- If still missing: Contact us via our web form. We’ll launch an investigation with the driver and delivery station immediately.
- If confirmed lost: Leapro provides compensation according to the parcel’s declared value and our Terms & Conditions. Claims can be submitted online.
Can I return my parcel through Leapro?+
No, Leapro only handles deliveries. For returns, please contact your seller or online shop. They will provide instructions and a return label if needed.
What happens if my package cannot be delivered?+
If delivery fails after several attempts, the parcel will be returned to the sender. Please contact your seller for further arrangements (e.g., resend or refund).
What if the delivery address is incorrect or incomplete? +
Leapro cannot change delivery addresses. If the address is invalid, the parcel is usually returned to the sender. Please reach out to your seller to update your details.
What if the delivery address is incorrect or incomplete? +
Leapro cannot change delivery addresses. If the address is invalid, the parcel is usually returned to the sender. Please reach out to your seller to update your details.
Customer Service
Who should I contact, Leapro or the seller?+
- For delivery issues (e.g., delays, missing packages, damaged parcels), contact Leapro.
- For product issues (e.g., refunds, exchanges, wrong items), contact the seller.
How do I give feedback or file a complaint?+
You can share your feedback or submit a complaint through our web form. Every message is reviewed, and we use your input to improve our service.
How can I leave feedback about the driver or service?+
We’d love to hear from you! Simply submit your comments through the our web form. We appreciate all input.
I want to work with Leapro. Who can I contact?+
For partnership or career opportunities, please reach out via our contact form. Our team will follow up with you.
Is Leapro responsible for refunds or replacements?+
No. Leapro is a delivery service only. Refunds, replacements, or product issues must be handled directly with your seller or online shop.
Contact Us
To ensure your inquiries are processed swiftly,
please contact our customer service team in the following order:
Chat
Chat with us via the widget on the right.
Available Mon–Fri 8:00–18:00 and Sat 8:00–15:00
Chat support resolves most issues faster than any other channel.
Calls
+49 6107 6353128
Available on weekdays from 10 AM to 5 PM
Requests via chat are handled up to 30% faster than by phone.
Your patience and support
are greatly appreciated as we work tirelessly
to improve our customer experience.
Thank you for choosing Leapro.
