Frequently asked questions
Shipping policies, customs information, tracking and payment terms. Can’t find an answer? Ask our team.
Shipping
How do I book a shipment?
Request a quote online or by phone. Once you accept the quote, our team confirms pickup details and sends you a tracking number. If you already know what you need, use Book a Shipment on our website and your tracking number arrives by email straight away.
What can’t I ship?
Prohibited items include illegal goods, weapons, live animals and certain hazardous materials. Dangerous goods can be shipped only with proper classification, packaging and documentation. Contact us before booking if you are unsure.
How is shipping cost calculated?
Price depends on the mode, the chargeable weight (the greater of actual and volumetric weight), distance, service level and any extra services such as insurance or customs clearance. Use the quote calculator for an instant estimate.
How should I pack my cargo?
Use strong, clean packaging suitable for the mode and journey. Palletise heavy items, label every package with consignee details and mark fragile or orientation sensitive goods. We can provide packing and crating services.
Do you ship to my country?
We serve more than 120 countries through our own offices and trusted partners. Check the Network page or ask our team about a specific destination.
Tracking
How do I track my shipment?
Enter your tracking number or bill of lading on the Track & Trace page. You will see the current status, the full delivery history and the route on a live map. You can also opt in for email or SMS updates.
Why hasn’t my tracking status changed?
Sea and air shipments can spend days between scan points. The map shows the estimated position between updates. If there has been no update for longer than expected, contact our support team with your tracking number.
Customs
Who is responsible for customs duties and taxes?
It depends on the agreed Incoterm. Under DAP the buyer pays import duties and taxes; under DDP the seller does. We can clear goods on either party’s behalf and advise on the best option for your trade.
Which documents do I need for international shipments?
Typically a commercial invoice, packing list and bill of lading or air waybill. Some goods also need certificates of origin, licences, or safety data sheets. Our brokers will confirm the exact list for your lane.
Can you help with duty savings?
Yes. We review tariff classification, origin and available schemes such as preferential trade agreements, duty deferment and drawback to reduce your landed cost legally.
Payments
What payment methods do you accept?
Bank transfer, major credit and debit cards, and approved credit terms for repeat business clients. Payment instructions are shown on each invoice.
Do you offer credit terms?
Qualifying business customers can apply for 30 day credit terms after a short credit review. Contact our sales team to get started.
Claims & Liability
What happens if my shipment is damaged or delayed?
Report the issue within the notice period in our Shipping Policy and send photos and documents to our claims team. We investigate promptly and keep you updated. Optional cargo insurance covers loss and damage beyond standard carrier liability.
Is my cargo insured?
Carrier liability is limited by international conventions. We strongly recommend all risk cargo insurance for the declared value, which you can add when you request a quote.