Frequently Asked Questions
Process, compliance, and service boundary questions — answered in plain language so you can verify capability before your first conversation with our team.
How do I track my shipment?
Every shipment receives a unique tracking reference at the point of booking. You access live status updates — including location, transit stage, and estimated arrival — through your client portal at any time.
What happens if a shipment is delayed?
You are notified before your customer is. When a delay is flagged — carrier-side or at a border — our operations team contacts you directly with a revised timeline and the documented cause.
Which freight modes do you operate?
We arrange sea freight (FCL and LCL), air freight, and road haulage. Mode selection depends on cargo volume, transit time requirements, and destination — we recommend the routing during quoting.
Do you handle customs clearance?
Yes. We coordinate customs clearance at origin and destination, including HS code classification, duty calculation, and submission of all required import and export declarations on your behalf.
What documentation do I need to provide?
Standard requirements include a commercial invoice, packing list, and bill of lading or air waybill. Regulated or restricted goods may require certificates of origin, permits, or MSDS sheets — we specify these at booking.
How are duties and taxes handled?
Applicable duties and taxes are calculated and itemised in your shipment documentation prior to clearance. You review and approve the amounts before we proceed — no hidden charges at the border.
What are your warehousing terms?
Storage is available on short-term and long-term agreements. Rates are based on pallet positions or cubic metres occupied, billed monthly. Minimum storage periods and handling fees are stated in your service agreement.
Can you handle hazardous or oversized cargo?
Oversized and project cargo is handled on a case-by-case basis with dedicated routing. Hazardous goods require IATA or IMDG classification confirmation before booking — contact us with your cargo details first.
How is cargo condition documented on receipt?
Every inbound shipment is inspected against the packing list at intake. Condition is recorded with a timestamped goods receipt note. Any discrepancy or damage is photographed and reported to you before cargo enters storage.
Still have a question we haven't covered?
Send it directly to our operations team. We respond with documented answers, not sales language.