Help Center
Frequently Asked Questions
Answers to the questions we hear most about tracking, pricing, customs, claims, and managing your account. Can't find what you need? Our support team is one click away.
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Tracking & Delivery
Enter your tracking number in the tracking widget on our homepage or the dedicated Tracking page. You'll see live status, current location, and an estimated delivery date.
New bookings can take up to 2 hours to appear after drop-off scanning. If it has been longer, contact our support team with your tracking number and we'll investigate immediately.
Yes, as long as the shipment has not yet reached "Out for Delivery" status. Log into your dashboard and use the "Request Address Change" option, or contact support.
Each status — from Booked through Out for Delivery — represents a specific stage in the shipment journey. Full definitions are available on our Tracking page timeline legend.
Pricing & Payments
Rates are based on origin/destination zones, shipment weight or volumetric weight (whichever is greater), service level, and any add-ons like insurance.
We accept major credit/debit cards, bank transfers, PayPal, and corporate net-terms accounts for qualifying business customers.
No. All applicable taxes, fuel surcharges, and customs handling fees are itemized on your quote and invoice before you confirm a booking.
Shipments cancelled before pickup are fully refunded. Cancellations after pickup are assessed case-by-case per our Terms of Service.
Customs & International Shipping
Yes, our in-house customs brokerage team handles documentation and clearance for all international shipments at no extra coordination effort on your part.
Typically a commercial invoice, packing list, and any product-specific certificates. Our booking flow will prompt you for what's required based on destination.
Yes — restricted and prohibited items vary by destination country. See our Packaging & Restrictions guide or contact support before booking.
Claims & Insurance
We recommend insurance for any shipment with a declared value above $250, or for fragile/high-value goods. Insurance is optional at booking.
Open a support ticket from your dashboard with your tracking number and supporting photos. Our claims team responds within 2 business days.
Most claims are resolved within 5-10 business days depending on documentation completeness.
Account & Business
You can book a one-off shipment as a guest, but creating a free account lets you save addresses, track shipment history, and manage invoices in one place.
Yes. Enterprise accounts include volume pricing, dedicated account managers, and API access. Contact our sales team to get started.
Still have questions?
Our support team is available around the clock for tracking issues, billing questions, and everything in between.