FAQ – Frequently Asked Questions

You have questions or are uncertain of something? Perhaps you’ll find your answer here…

Otherwise we’re happy to help. Our customer service is available Monday to Friday, 8am to 5pm. We can answer almost any question. Almost. Unfortunately we don’t know where that other sock is.

Who is responsible for the packaging?

The consignor needs to ensure that the shipment is packaged in such a way, that it is protected throughout the transport (i.e. to avoid damage) or the driver doesn’t refuse collection due to insufficient packaging. We wouldn’t want that! Goods that weigh more than 30kg need to be strapped to a pallet so the driver can easily lift it.

Need help with the packaging? Check this out.

Are the collection & delivery times restricted?

Collection and delivery are usually carried out between 8am and 5pm, Monday to Friday. But we’ll call the consignor and consignee beforehand to organise a suitable time.

Otherwise you can give us a collection permission or drop-off authorisation, so you can leave your package in a specific location and we’ll pick it up from there, and/or we’ll drop off the package in a safe location.

Will the driver call me prior to collection/delivery?

Either our forwarding partner will contact the consignor/consignee in advance to arrange a time or the driver will call 1-2 hours before his arrival. When you book, please specify what you’d prefer.

Will you fetch the package from inside my home?

No, we are not a moving company. We collect from and deliver to the curbside. In addition, our drivers are not permitted to lift more than 30kg, which is why shipments that exceed this weight need to be palletised.

What will the shipment cost?

Our nifty shipping configurator will tell you that. Just enter the size and weight of your package, from where to where it needs to go, and we’ll give you a price for your transport, which you can then immediately book.

How do I track my shipment?

If you log in to your customer account, you can track the status of your shipment. You’ll also receive an e-mail every time we update the status of your booking.

How do I pay?

You can find our payment options here. We recommend using PayPal, the quickest and easiest option.

Very important – as a new customer you can only make an advance payment after your third order.

When making a payment, please use the order number and your surname as reference.

Can I insure my shipment?

Of course you can! We’d even recommend it. Our transport insurance is priced at 2% of the value of the goods (with a minimum payment of 6€ incl. VAT). So it’s definitely worth it!

You can find our insurance policy here.

What to do if goods arrived damaged?

If this is the case, please follow these steps.

The damage needs to be reported within 5 working days.

Who does the customs clearance?

We can do the export customs clearance for you, as well as the import customs clearance for our business customers. For private customers, the consignee needs to complete the import customs clearance on site.

You’ll find more information on this topic here.

How do I cancel my order?

We’re sorry to see you go. But hey, if that’s how it’s gotta be… We need written confirmation of your cancellation, so please send us an e-mail with your order number and the reason for having to cancel your transport.

Couldn’t find what you were looking for? E-mail us or fill out this form: