Questions, answered
Quotes, bookings, customs, tracking, claims and billing. If your question is not here, the desk that handles your account is a call away.
Quotes and booking
How quickly will I get a quote?
Most quotes come back within two hours on working days. Complex moves, such as project cargo or multi-country programmes, can take a day while we confirm space and equipment.
How long is a quote valid?
Fourteen days from the date we send it, unless the quote says otherwise. Fuel and peak-season surcharges set by carriers can change within that window, and we will tell you before booking if they do.
Is there a minimum shipment size?
No. We move single pallets and single parcels as well as full containers and charters. For very small shipments, LCL or a pooled road service is usually the cheapest option.
How do I book once I accept a quote?
Reply to the quote or accept it in the customer portal. Your account team confirms the booking, sends the documents checklist and arranges collection with your supplier.
Customs and documents
Do you handle customs clearance?
Yes. Our licensed brokers clear imports and exports in the United States, the European Union and the United Kingdom, and we work with vetted partners elsewhere.
Which documents do I need to import?
Usually a commercial invoice, a packing list and the transport document (bill of lading or air waybill). Some goods also need certificates of origin, permits or safety data. We send a checklist with every booking.
Can you estimate duties and taxes?
Yes. Quotes include an estimate of duties and import taxes based on the tariff classification of your goods. The final amount is set by the customs authority at clearance.
Tracking
How do I track a shipment?
Enter your Haulmark reference, container number or air waybill on the tracking page. Customers also see every shipment, with documents, in the portal.
How often is tracking updated?
Ocean and air milestones update as carriers report them, usually within the hour. Road freight on our network reports position every five minutes.
Will you tell me about delays?
Yes, before you have to ask. Your team sends an alert with the cause, the new estimate and the recovery plan as soon as a milestone is at risk.
Claims and insurance
What if my cargo is damaged or lost?
Note any damage on the delivery receipt, take photos and contact claims@example.com within seven days. We open the claim with the carrier and keep you updated until it is settled.
Is my cargo insured?
Carriers' liability is limited by international conventions and is often far below the value of the goods. We recommend all-risks cargo insurance, which we can arrange with any booking.
Billing
How will I be invoiced?
One invoice per shipment, covering every leg, with duties and taxes shown separately. Regular shippers can move to a monthly statement.
What payment terms do you offer?
Prepayment for new accounts, then 30-day terms after a credit check. Duties and taxes are payable before release unless you hold a deferment account.
