Frequently asked questions
Answers before you ask.
Everything people most often want to know about booking, documents, tracking and delivery. Cannot find yours? Contact the agency and we will reply within one business day.
- Topics
- 4 categories
- Reply time
- One business day
- Still stuck?
- Contact the agency
Booking
Arranging a shipment
How do I arrange a shipment?
Contact the agency by phone, email or in person. Once arrangements are agreed, an administrator registers the shipment and a tracking link is emailed to your receiver.
What details does the agency need?
Sender and receiver contact details, a description of the contents, number of pieces, weight, dimensions, origin, destination and any handling instructions.
Can I change details after booking?
Contact us as early as possible. Changes are easier before dispatch than once cargo is moving.
Documents
Customs and paperwork
Who handles customs duties?
Requirements differ by country and shipment. The agency explains which documents are needed and who is responsible before dispatch.
Which documents will I need?
Usually a commercial invoice and packing list for goods, plus ID for personal shipments. See the documents and customs guide for detail.
Can all items be shipped?
No. Some items are prohibited and others are restricted. Check the restricted items guide or ask our agency.
Tracking
Following your shipment
How are tracking updates confirmed?
Checkpoints are confirmed by an administrator when a shipment arrives at or leaves a transit point. Dashed lines show the planned route, not live GPS.
Where do I find my tracking number?
It is issued once your shipment is registered and sent to the receiver by email. You can also ask the agency.
What if a shipment is delayed?
The status is updated with a plain-language reason, the estimated delivery is revised when known, and the receiver is notified by email.
Delivery
Timing and handover
How long does delivery take?
It depends on the mode and route. Express and air are fastest, road is steady, and sea freight is the most economical for heavy cargo.
What if the receiver is not available?
The carrier will attempt redelivery or arrange collection. Contact the agency if you need to change the handover.
Questions
Good to know.
Do I need an account to track?
No. Enter the tracking number on the tracking page to see confirmed checkpoints.
How do I contact the agency?
Use the contact page for email, phone and office details, or send us a message through the form.
