Track & Manage
All Track & Manage FAQs
What if the dimensions only change by a few centimeters?
Even a small difference in dimensions can significantly impact shipping costs and space allocation. For ocean freight shipments, we require updated measurements, or a misdeclaration fee may apply.
For parcel shipments, we register the actual weight and dimensions using automated scanning systems. Charges will be based on the real weight and dimensions recorded at the time of processing.
How do I file a claim?
To file a claim, you must submit a written notification to the Customer Service team in the respective country. They will provide you with a Claims Guide, which outlines the required steps and necessary documents for processing your claim.
For parcel shipments, you can submit your claim directly through our tracking page, making the process faster and more convenient.
What is a claim statement?
A claim statement is a document that summarizes the shipment details and the loss incurred, including a detailed breakdown of the claimed value.
Can I file a report after my cargo has been delivered?
Yes, you can file a report after delivery; however, the timeframe for submitting a claim depends on the type of issue. Different claims, such as loss, damage, or delays, have specific deadlines for submission.
To ensure your claim is processed correctly, please check the applicable time limits or contact our team for assistance.
What should I do if my cargo arrives damaged or is lost?
If your cargo arrives damaged or missing, please report it immediately to your local sales representative or customer support team. Delayed notifications may affect your eligibility for compensation or claims processing. For assistance, contact us as soon as possible.
Where do I send the claim and supporting documents?
You can submit your claim directly through our claims portal for a faster and more efficient process. Alternatively, you may send your claim and supporting documents to your sales representative, who will guide you through the next steps. For further assistance, feel free to contact our team.
How soon will my claim be resolved?
We aim to process and resolve your claim as quickly as possible. Once all required documentation has been submitted, our team will review and handle your claim promptly.
Processing times may vary depending on the complexity of the case, but we will keep you informed throughout the process.
Can I track my shipments?
Yes, you can track your shipments through our tracking page, where you will find the latest updates on your delivery status.
What is the maximum value I can claim?
The maximum claimable amount depends on the specific circumstances of each case. Claims are assessed individually based on the terms of carriage and applicable regulations.
Can I ship individual pallets?
Yes, we offer Less-than-Truckload (LTL) services for shipments that do not require a full truck. This allows you to ship individual pallets efficiently while sharing transportation space with other shipments. For more details on our LTL service, please contact our team.
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