Operational Questions. Direct Answers.
Tracking access, documentation requirements, transit SLAs, and escalation paths — answered the way you actually need them, not the way a brochure would.
Live status, documented at every node
How do I access live tracking for my shipment?
Every consignment is assigned a unique tracking reference at booking confirmation. You access real-time status via the client portal — no installation required, updated at each custody handoff.
What documents are required for international freight?
Standard requirements include a commercial invoice, packing list, and bill of lading or airway bill. Hazardous or regulated cargo requires additional certificates — your assigned coordinator confirms the full set at booking.
What are your standard transit SLAs by route type?
Ocean FCL: 18–35 days depending on origin-destination corridor. Air freight: 2–5 days. Road freight within Europe: 1–4 days. Quoted SLAs are confirmed in writing at booking and logged against your shipment record.
Do you handle customs clearance on both ends?
Yes. We coordinate customs filing at origin and destination through our licensed broker network. All duty calculations and HS code classifications are completed before the shipment departs — not at the border.
How are delays and exceptions escalated?
Any deviation from the confirmed SLA triggers an automatic alert to your assigned coordinator within two hours. You receive a written exception report with the cause, revised ETA, and any cost implications before action is taken.
What is the dispute resolution process for damaged cargo?
File a damage report through the portal within 7 days of delivery. A case reference is issued within 24 hours and the claim is reviewed against custody logs and photographic records. Resolution targets are 14 working days.
Your question isn't here?
Reach the operations desk directly. A named coordinator responds within one business day with a specific answer — not a templated reply.