Asking about a shipment
Have the tracking number ready. It is the fastest way for us to pull up the full record and tell you exactly where the parcel is and what happens next.
Track a shipmentContact
Talk to the people who move it
Live chat is the quickest route to an operator during business hours. There is no phone menu and no ticket queue to sit in.
Booking something new
Tell us what is moving, the weight, where it is going and by when. If it is a parcel, the quote tool will already have given you a price to work from.
Get a price firstMaking a claim
We need the tracking number, photographs of the packaging and the damage, and the original invoice for the contents. Claims are easier to settle when the photographs are taken before the packaging is thrown away.
Read what is coveredLive chat
The chat widget sits in the corner of every page on this site. During business hours it reaches an operator who can see the same shipment record you can. Outside those hours you can still leave a message and it is answered the next working morning.
Have your tracking number to hand. It saves both of us five minutes.
Before you get in touch
- Check the tracking page first. Most questions are answered by the timeline.
- For a price, the quote tool is faster than asking us.
- If a shipment is on hold, the reason is already on the timeline.
- Never send passwords or card details by chat or email. We will not ask for them.
Before you ask
Questions we get every week
Worth a scan. It may save you the conversation entirely.
Enter the tracking number on the tracking page. It looks like SGP-2026-A1B2C3D4 and appears on your booking confirmation and on the shipping label. You do not need an account to track a parcel, but signing in shows you the full record including sender and recipient details.
The estimate is calculated from the route, the service you chose and where the shipment currently is, and it updates every time the parcel is scanned. It gets more accurate as the shipment moves. If our operations team knows about something the calculation cannot see, such as a customs hold or a cancelled flight, they will override the estimate and the reason is recorded against the shipment.
The status changes to On hold and the reason appears on your tracking timeline. Nothing is hidden or quietly rewritten. Every scan stays on the record, so you can see exactly where the delay started. If it needs action from you, such as a customs document, we contact you rather than waiting.
Sometimes. Before the parcel is out for delivery we can usually reroute it within the same country, and there may be a charge. Once it is with the courier for the final leg we cannot change it. Contact us through live chat with the tracking number and we will tell you straight away whether it is possible.
Cash, firearms, live animals, perishable food without prior arrangement, counterfeit goods, and anything prohibited by the origin or destination country. Batteries, aerosols and flammable liquids need approval before collection because they are classed as dangerous goods. If you are unsure, ask before you book rather than after.
Yes, on every international service. We prepare the export and import paperwork and lodge it with the authorities. You are responsible for describing the contents accurately and for paying any duty or tax the destination country charges. An inaccurate description is the most common cause of a shipment being held.
Express, Priority and Standard include cover up to 500 USD. Above that you can add cover at booking, charged at 1.2 percent of the amount above the free threshold. Economy has no cover as standard. Claims need the tracking number, photographs of the packaging and the damage, and the original invoice for the contents.
Open one from the sign up page. It takes about a minute. An account lets you see every shipment assigned to you, the full tracking history for each, and your identity documents in one place. Shipments are booked by our operations team, so contact us once your account is open and we will link them to it.