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Once we accept your cargo, we send a text message with the order number to the phone number you gave us. It starts with JY and has 14 characters. If you can't find the message, contact us and we will look it up.

No. Enter the order number to see the route and the current status. Site photos, piece count, weight and recipient details are only shown to the order's owner after signing in.

Check it first: an order number starts with JY and has 14 characters. The last six never contain the digits 0 or 1 or the letters I, L or O, because they are easy to mix up. Copying it straight from the text message is the safest way. If it still doesn't work, contact us with the phone number you gave when shipping.

Normally you aren't. If several lookups in a short time come back as “order not found”, we ask you to complete a quick verification once before continuing, to confirm there is a person behind the request. This stops people from guessing other customers' order numbers. Once you pass it, tracking works as usual. If you are told there were too many attempts, wait a little and try again.

Warehouse and customs steps are updated as soon as our team completes them. Transit updates come from the shipping line, airline or courier and are synced on a schedule, so they can lag slightly behind.

Yes. We text you when your order is accepted, dispatched and delivered, and whenever something goes wrong. Other steps, such as receiving, inspection, packing, customs release, departure, arrival and out for delivery, don't trigger a text. You will find them in your in-app messages after signing in.

Tell us about your cargo through the quote form or by phone. Once the service and price are agreed, we create your order and give you the address of our warehouse. Send the cargo there by domestic courier and pass us the courier tracking number, so the warehouse can match the parcel to your order when it arrives.

Six: acceptance, warehouse, export customs, transit, import customs and delivery. Each completed step adds a record to your order. Some routes don't need export or import customs, so the progress bar has one stage fewer. That is normal.

Four things. We count the pieces and check the weight and outer packaging. We open the cargo, check it against what you declared and look for prohibited items. We repack it and record the number of cartons with each one's weight and size. Then we load it and send it off. Every step is photographed on site.

No. The warehouse receives and photographs it as usual, and once our team has created your order, the receiving record is linked to it. If the text with your order number doesn't arrive, contact us with the domestic courier tracking number.

Yes, that is parcel consolidation: your parcels arrive at our warehouse one after another and we combine them into a single shipment, which costs less than sending each one separately. When you order, tell us which parcels belong together and whether they need reinforcing.

Fill in the quote form on this site or give us a call. Tell us what you are shipping, from where, to where, and roughly how heavy and how large it is. We will reply with a plan and a price. The quotation we send you is what counts.

Air freight and international express are normally charged by chargeable weight: the actual weight or the volumetric weight, whichever is greater. Shared sea freight (LCL) is charged by volume in cubic metres or by weight, and a full container (FCL) is charged per container. How your shipment is charged is set out in your quotation.

Light but bulky cargo is charged for the space it takes up, converted into a weight. That figure is the volumetric weight: length × width × height in centimetres, divided by a divisor that varies by channel. There is a calculator on the “How we charge” page if you want to try it.

Common extras are a fuel surcharge, a remote-area surcharge and surcharges for oversize or overweight pieces. Import duty and tax at the destination are usually not part of the freight either. Whether they apply and how much they are differs for every shipment, so go by your quotation.

Online payment is not available on the website or the mobile site for now, and charges are not shown in your order. How much, how and when to pay is agreed between you and our team.

Export customs comes before departure: we prepare the documents and declare the cargo to customs at origin, and it can only leave once released. Import customs comes after arrival: clearance is handled at the destination, and delivery starts once the cargo is released. Both appear in your order.

At a minimum, an honest description of the goods, their quantity, value and purpose, plus the recipient's name, phone number and address. Some countries or goods need more, such as the recipient's ID or tax number, or an ingredient list. We will tell you in advance what is needed for your destination and cargo.

Inspections are routine and any shipment can be picked. If yours is, we record it in your order and notify you, and we will get in touch if more paperwork is needed. How long it takes and how it ends is up to customs, so we can't promise an outcome. What helps is an accurate declaration and complete documents.

Duty and tax are charged by customs at the destination under local rules and are usually not included in the freight. Who pays and how depends on the route. Your quotation states it.

If the declared description, quantity or value doesn't match the cargo, customs may hold it, send it back or issue a fine, and the sender bears the resulting loss and cost. If you are shipping anything with batteries, liquids, powders or brand names, tell us before you order.

We take photos at receiving, inspection, packing and dispatch: the outer carton, the contents once opened, before and after packing, weighing, and loading. After delivery there may also be a proof of delivery. Each photo is watermarked automatically with the order number, the time it was taken and the warehouse name.

Only you, after signing in, and the members of our team handling your shipment. Someone who knows your order number still can't see the photos through public tracking.

Open our mobile site on your phone and sign in with the phone number you gave us and a text message code. Your photos are inside each order under “My orders”. The first time you sign in, you will be asked to accept the user agreement and privacy policy. Ask us for the mobile site address if you don't have it.

Only the route and the current status. They can't see photos, piece count, weight or recipient details. So if family or the recipient want to follow the shipment, just send them the order number.

Shipping labels, handover sheets and customs documents are kept for internal use: a label carries the recipient's details, and one handover sheet may list other customers' cargo. Other site photos are generally visible once you sign in.

No separate sign-up is needed. The phone number you gave us is your account: it was created automatically when our team entered your order. Sign in with it to see all your orders.

No, and there is no default password. Enter your phone number, type in the code we text you, and you are signed in. That also activates your account. The first time, you will be asked to accept the user agreement and privacy policy.

Contact us and we will update the number on your account. Orders belong to the account, not to the number, so everything stays where it is. If the new number is already registered to another account it can't simply be swapped, and we will explain your options.

Contact us and explain. After checking, we will move the order to the account with the right number.

No. One phone number is one account, and accounts can't see each other's orders. To let someone follow a shipment, send them the order number. Public tracking shows the route and status.