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Common questions answered
Supply is here to keep your freight moving safely, offering support and real answers for all your shipping needs.
What should we do if the cargo arrives damaged?
You must check the conditions of your goods before you sign for them. Occasionally goods may arrive with damage to the goods. If this happens you must not sign for the goods. You must insist on having a survey done by the airline or responsible agent. It is the airline/agents duty to trace your shipment. You must also quote the airway bill number at all times. If a claim is necessary, it is important you keep a copy of all correspondence. If you must lodge a claim against the airline, this should be done without delay, and it should be done at the destination.
What documents do you need to send my shipment?
To clear the shipment through customs, we will require a copy of your passport (photo page) and a packing list describing the contents of each package as well as a value asigned to each item. If you expect to start packing soon, we suggest that you take notes of the contents in detail.
Does weight matter for sea freight service?
The weight limit per cubic meter is 1000 kgs (2200 lbs)! Therefore, usually, the weight will not be a consideration. However, if you require the goods to be picked up and transported overland, trucking charges ARE based on weight.
Is there a weight limit per box?
The box needs to be light enough for one person to lift. If it is too heavy, then you will need two men at an additional cost if there is pickup involved at either end of the shipment.
Will i have to pay any duties or taxes at the destination?
In most countries, there is no duty or tax if the goods have been owned for more than 12 months for returning residents. This does vary by country, however. Our agent will advise and give you details once you do your booking.
Who measures the boxes to calculate my final shipping charges?
- The freight is weighed and measured at the freight depot when it is delivered. Confirmation of these measurements will be provided to you as a standard feature of our service.
Excess Baggage & Services
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What contents you should avoid for your packages?
Since batteries and cells are considered hazardous material in air cargo, it is best to remove them from your electronic equipment, otherwise additional charges may apply.
Medicines, even with a prescription, should be avoided to simplify the passage through customs. They must travel in your hand or hold baggage.
Alcohol and food are subject to strict regulations which can lead to significant additional costs.
If you choose to send items not normally found within luggage and which therefore require additional packaging, these items are sent at your own risk. Heightened security measures are currently in place for unaccompanied luggage, if a security scan reveals a bag contains any of these items it will be removed from travel and may be held by the FAA or other authorities.
Please ensure any liquids are packed appropriately, any package or suitcase found to be leaking will be removed from travel. For a detailed list of prohibited items and items excluded from cover visit your destination’s information check our Guidelines page.
How to pack? Tips and best practices
Packing your goods correctly is an important factor in ensuring that they arrive safely at the destination
All items must be individually labelled
Leave clear identification on your packages with :
- Name (sender / recipient)
- Address at destination
- Contact details (phone number)
We recommend you complete a packing list. We will be happy to attach this to the documentation accompanying your freight. We also recommend padlocking any suitcases etc and securely taping cartons.
Padlocks
If you want to use padlocks, we recommend code locks (the TSA standard is only official in the United States). If you have keyed padlocks, please send the duplicates in an envelope taped to one of your packages. The keys will be automatically returned to their destination in the documentary envelope intended for customs, unless you are advised against.
Choose your packaging carefully
Choose your packaging carefully according to the content, it must be strong and compact enough to withstand various manipulations. When packing in boxes, choose a strong double walled cardboard box. Boxes should be sealed by looping tape around the box with seams also reinforced with tape, ensuring you cover all creases and do not leave any regions open. Pick the correct box, ensuring your bag or box is designed to hold the weight packed.
Secure and Pack ensuring that items are not free to move using padding/cushioning with bubblewrap or newspaper. When preparing your luggage or box please bear in mind all items will travel on automated belts and slide down sorting chutes. If you have fragile packages (TV, musical instruments, computer, dishes, etc.), we will then advise you to palletize them, but please note that this has an effect on the total volume. We suggest particularly fragile items are professionally packed to minimise the risk of damage. Please ask our local office for referrals of quality packing companies.
If you are sending a holdall, we recommend wrapping the bag to stop straps becoming caught.
Extendable suitcase handles should be secured in place to ensure they do not deploy when in transit.
Crates may be used for heavier items or if space is required.
Do not forget to label each box with your name, contact details and destination address.
What's the difference between excess baggage and unaccompanied baggage?
Excess baggage
When you hand over any piece of luggage while you are checking in and the size or weight exceeds the free baggage allowance limitations, this is considered excess baggage. Excess baggage charges are expensive and often based on 1% of the first class airfare to your destination.
Unaccompanied baggage
Unaccompanied baggage is a cost-effective and convenient alternative for the occasions when you have excess baggage. You can send all your excess luggage and personal belongings as unaccompanied baggage, which in principle means your luggage is shipped ‘unaccompanied’ by you on your chosen flight or a designated flight on another airline. Excess baggage charges imposed by the airlines can be expensive. By using the World Baggage Network local representative you can save money.
Can you put my unaccompanied baggage on my flight?
Unfortunately no. For security purposes and because of the nature of the service we are unable to put your goods on your flight.
Will i have to pay any duties or taxes at the destination?
In most countries, there is no duty or tax if the goods have been owned for more than 12 months for returning residents. This does vary by country, however. Our agent will advise and give you details once you do your booking.
Who measures the boxes to calculate my final shipping charges?
- The freight is weighed and measured at the freight depot when it is delivered. Confirmation of these measurements will be provided to you as a standard feature of our service.