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Help and frequently asked questions

Straight answers on tracking, pricing, customs, claims and business accounts. If your question is not here, our team is one message away.

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Tracking and delivery

It is on your booking confirmation email, the shipping label and the receipt. Business accounts can also see all shipments in their monthly statement. Enter it on the tracking page.

Not necessarily. During long transport legs, especially by air or ocean, there may be no scans for several days. If the status is unchanged for more than five business days on a domestic shipment, or past the delivery estimate on any shipment, contact us and we will investigate.

An event has interrupted the normal flow: an incorrect address, a closed business, weather or a customs query. The tracking detail shows the reason. In most cases we resolve it without any action from you; if we need something, we will email or call.

Yes, until the shipment is out for delivery. Contact us with the tracking number and the new address. A re-routing fee may apply for a different city or country.

Saturday delivery is available for Express shipments within the United States for a surcharge. We do not deliver on Sundays or public holidays.

Pricing and payment

By zone, chargeable weight and service level. Chargeable weight is the greater of actual and dimensional weight. A fuel and network surcharge applies as a percentage, and residential or oversize handling as flat fees. See zones, rates and fees.

It is an indicative estimate for planning. The final price is confirmed at booking from the measured weight and dimensions. Duties and taxes on international shipments are charged by the destination country and billed separately.

By card at booking. Business accounts can apply for monthly invoicing with net terms after a short credit check.

Yes. Send us your typical lanes and monthly volumes through the request form and we will propose a rate card.

International shipping and customs

A commercial invoice for any goods (documents with no commercial value are exempt), and for some products a certificate of origin, licence or safety data sheet. Our guide covers each document.

You choose at booking. With Delivered Duty Paid (DDP) the sender pays and the recipient receives the shipment with nothing to pay; with Delivered Duty Unpaid (DDU) the recipient is contacted for payment before delivery. Read more in the tariffs guide.

Rules vary by country. Common restrictions cover lithium batteries, aerosols, perishables, alcohol, tobacco, currency, weapons and counterfeit goods. Tell us the contents at booking and we will confirm what is possible.

Usually a missing or unclear document, an incorrect value or HS code, or duties awaiting payment. We contact the sender or recipient as soon as we know what is needed.

Claims, refunds and accounts

Keep the packaging, photograph the damage and file a claim within 30 days of delivery through the refunds and claims page. We acknowledge within two business days and resolve most claims within 30 days.

A shipment is treated as lost when it has not been delivered 10 business days after the estimated date (20 for international). You can file the claim then; we will have already opened a trace before that point.

Yes, free of charge before pickup. After pickup, cancellation is a return shipment at the applicable rate.

Send your company details and expected volumes through the contact form. We set up invoicing, a rate card and a named account manager, typically within a week.

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