FAQ

Tracking updates typically occur when a parcel is scanned at major transit points. 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.

These are Incoterms defining responsibility for duties and taxes:

• DDU (Delivered Duty Unpaid): The recipient is responsible for paying any import duties, taxes, and customs fees upon arrival.
• DDP (Delivered Duty Paid): The sender pays all duties, taxes, and customs fees upfront at the time of booking.

Costs are calculated based on the greater of two measures: Actual Weight or Volumetric Weight (Dimensional Weight). Volumetric Weight is calculated using the formula: (Length × Width × Height) / Divisor. You can use our Quote Calculator for a precise estimate.

Customs holds are usually due to missing documentation or outstanding duties/taxes. Check your tracking details for a specific notification. If you require assistance, our dedicated Customs Brokerage Team can help expedite the release. Contact us for expert support.

All shipments include a basic level of carrier liability coverage. 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: tracking number, proof of commercial value (invoice), and photographic evidence (for damage claims).