Claims
If a shipment is damaged, lost, or delayed, contact your account manager within 7 days. Include your tracking number, photos of any damage, and the commercial invoice. Claims are handled by our dedicated claims desk and audited end-to-end.
FAQs, claims, packaging, restricted items, documentation, shipping policies, and insurance — in one place.
If a shipment is damaged, lost, or delayed, contact your account manager within 7 days. Include your tracking number, photos of any damage, and the commercial invoice. Claims are handled by our dedicated claims desk and audited end-to-end.
Use sturdy double-wall corrugated cartons, internal cushioning, and waterproof labelling. High-value or fragile cargo should use ISTA-compliant packaging. Pallets must be banded, shrink-wrapped, and labelled on all four sides.
Prohibited or restricted commodities include currency, narcotics, firearms, hazardous chemicals outside DG approvals, perishables without temperature control, and items prohibited by IATA, IMO, or the destination country. Contact us for a full list before booking.
Air waybill, commercial invoice, packing list, certificates of origin, and any regulated permits. Our customs desks can prepare and validate documentation on your behalf.
Service levels, transit guarantees, surcharges, and dimensional weight rules are documented in your service agreement. Standard terms are governed by our Terms & Conditions.
All-risk cargo insurance is available on every shipment. Coverage applies door to door at the declared value, subject to standard institute clauses.