Frequently Asked Questions
Clear guidance for confident international shipping.
Find answers to common questions about rates, booking, tracking, documents, and special-handling requests.
Rates and booking
How is a courier rate estimated?
Enter the origin, destination, shipment type, package count, weight, and dimensions. The calculator compares configured services and may use volumetric weight when it exceeds actual weight. The amount shown is an estimate until the details and carrier acceptance are confirmed.
Is a shipment request the same as a confirmed booking?
No. A request gives the team the details needed to review the route, contents, documents, and collection needs. The shipment is booked only after the selected service and required checks are confirmed.
What information should I prepare?
Provide complete sender and recipient names, addresses, contact details, package measurements, and an itemized description of the contents, quantities, values, and country of origin where applicable.
Tracking and delivery
When will I receive a tracking number?
A tracking number is assigned as part of the booking workflow. A request reference helps you follow up before booking, but it is not the same as a carrier or package tracking number.
Can each package have its own tracking number?
Yes, where package-level tracking is assigned. A multi-package shipment can connect each package label and tracking history to the same shipment.
Why might a tracking event take time to appear?
Public tracking shows milestones after they are recorded or received from a carrier and published. A gap does not by itself confirm a delivery problem; contact support if an expected update is overdue.
Documents and special handling
Which documents do I need for an international shipment?
Goods commonly need an invoice and packing information. The exact documents depend on the contents, destination, customs procedure, and carrier; permits or declarations may also be required.
Are duties and taxes included in the courier rate?
Not necessarily. The destination authority determines duties and taxes, and the payer depends on the agreed shipment terms. Review the quotation and booking terms before dispatch.
Can I send medicine, food, batteries, or temperature-sensitive goods?
These items may be restricted or require additional documents, packaging, and carrier approval. Disclose the exact contents before booking and wait for a route-specific review.
Can I change a booked shipment?
Contact the operations team before changing addresses, package contents, or documents. Depending on the stage of processing, the shipment may need to be voided and booked again so its labels and paperwork remain consistent.
Do I need an account to contact support?
No. Public support and contact options are available without signing in. Include a request reference or tracking number if you have one.
Answers are general guidance. Carrier terms, destination rules, and shipment-specific decisions take precedence.