How do I track my shipment?
Enter your tracking number on the Track page or in the tracking box on the home page. You will see the current status, the route, and the history of updates. You can enter several numbers at once, separated by commas.
Why does my tracking number show "not found"?
Check the number for typing mistakes first, as the check digit at the end catches most errors. A booking can also take a short time to appear after it is created. If the number still does not work, contact us with the number and we will look it up.
How long will my shipment take?
Transit time depends on the mode (air, sea, road or rail), the route, carrier schedules, customs processing and conditions such as weather or port congestion. We give an estimate when you book and update it if something changes, but we cannot guarantee a delivery date.
How do I get a quote?
Use the Get a Quote form and tell us where the cargo is going, what it is, its weight and size, and when it needs to move. A member of the team will reply with options and prices. The more detail you share, the more accurate the quote.
What documents do I need for customs?
Most shipments need a commercial invoice and a packing list, plus a bill of lading or air waybill. Depending on the goods and destination you may also need a certificate of origin, import or export licence, or product certificates. We can tell you what applies to your cargo.
Who pays customs duties and taxes?
It depends on the terms of sale (incoterms) agreed between buyer and seller. Duties and taxes are charged by the authorities of the destination country and are separate from freight charges. We can explain the options before you ship.
How should I pack my goods?
Use strong, clean packaging suited to the weight and the mode of transport. Pad fragile items, keep pallets level and stable, and label every package with the consignee address and your reference. Ocean and road shipments are handled more roughly than people expect, so pack for movement.
Is my cargo insured?
Carrier liability is limited by international conventions and by the carrier's terms, and is often far lower than the value of the goods. We recommend cargo insurance for anything of value, and we can help you arrange cover. Cover is subject to the policy terms.
What can I not ship?
Illegal goods, weapons and ammunition, explosives, and many hazardous materials cannot be shipped through normal services, and other items are restricted by carrier or country. Read our Prohibited Items page, and ask us before booking if you are unsure.
What happens if my shipment is delayed or damaged?
Contact us as soon as you notice the problem and keep the packaging and photos. We will find out what happened and help with any claim under the applicable terms and insurance. Do not accept damaged goods without noting the damage on the delivery receipt.
Did not find your answer? Contact us.