FREQUENTLY ASKED QUESTIONS

Tracking updates typically occur when a parcel is scanned at major transit points (e.g., origin depot, customs entry, final destination hub). If the status has stalled for more than 24 hours for Express shipments or 3 business days for Freight, it may be:

• Currently undergoing Customs Clearance.
• On a long-haul flight or sea route where intermediate scans are limited.

If the delay exceeds these periods, please contact our support team with your tracking number.

Our couriers typically attempt delivery twice. After the first failed attempt, they will leave a notification card (or send an email/SMS) with instructions on how to reschedule a delivery or where to pick up the package at a local depot. If both attempts fail, the package may be held for a short period before being returned to the sender. Please follow the instructions on your notification immediately.

These are Incoterms defining responsibility for duties and taxes:

• DDU (Delivered Duty Unpaid): The recipient (consignee) is responsible for paying any import duties, taxes, and customs fees upon arrival in the destination country. This is the default for many consumer shipments.
• DDP (Delivered Duty Paid): The sender (shipper) pays all duties, taxes, and customs fees upfront at the time of booking. This ensures faster clearance and prevents unexpected charges for the recipient, often used for e-commerce.

Costs are calculated based on the greater of two measures: Actual Weight (the physical weight of the package) or Volumetric Weight (or Dimensional Weight).

Volumetric Weight is calculated using the formula: $(Length \times Width \times Height) / \text{Divisor}$. We use the highest cost to determine the final rate. You can use our Quote Calculator for a precise estimate.

Customs holds are usually due to missing or incomplete documentation, or outstanding duties/taxes (DDU shipments).

Action Required: Check your tracking details for a specific notification. If you are the recipient, you may need to contact the local customs office or pay the outstanding fees. If you require assistance, our dedicated Customs Brokerage Team can help expedite the release. Contact us via Contact Page for expert support.

All shipments include a basic level of carrier liability coverage, which varies based on the service and the convention that governs the transport (e.g., Warsaw or Montreal Convention for air freight).

Recommendation: For high-value goods, we highly recommend purchasing All-Risk Shipment Insurance during the booking process. This provides comprehensive coverage up to the full declared commercial value against loss or damage.

Claims must be filed by the shipper within 7 calendar days of delivery (for visible damage) or 30 days of the expected delivery date (for loss).

Required Documents: You will need the tracking number, proof of commercial value (invoice), and photographic evidence (for damage claims). Please contact our claims department at [claims@yourcompany.com] to initiate the process.