Question 1

How do I track my shipment?

Accepted Answer

Enter your air waybill (AWB) number on the Track page. Every scan is timestamped and geo-located, from pickup through customs to final delivery.

Question 2

How long does international delivery take?

Accepted Answer

Priority Next Flight moves in 1–2 business days, Worldwide Express in 2–4, Global Economy in 5–8 and Air Freight in 6–12. Customs inspection can extend these estimates.

Question 3

How is the shipping price calculated?

Accepted Answer

On the greater of actual weight and volumetric weight (length x width x height in cm, divided by 5000), the destination zone, the service level and any insurance you add. Use the Rate Calculator for an instant quote.

Question 4

Who pays import duties and taxes?

Accepted Answer

On a standard service the consignee pays duties, taxes and clearance fees at destination. Ask the helpdesk about a delivery-duty-paid arrangement if you want to cover them yourself.

Question 5

What can I not ship?

Accepted Answer

Explosives, flammables, corrosives, currency, narcotics, counterfeits and live animals are never accepted. Lithium batteries, perfumes, dry ice and pharmaceuticals need prior approval.

Question 6

Is my shipment insured?

Accepted Answer

Basic liability follows the Montreal Convention limits. Add cargo insurance at booking to cover the full declared value of the goods.

Question 7

My tracking has not updated for a day — is something wrong?

Accepted Answer

Long-haul air legs and customs holds can run for 24–48 hours without a new scan. If there is no movement after 48 hours, contact the 24/7 helpdesk with your AWB.

Question 8

Can I get SMS or email updates?

Accepted Answer

Yes. Open your tracking result and use the live updates card to add a mobile number or email address for that shipment.

Frequently asked questions

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