Tracking & Visibility

For ocean freight, standard milestones include: cargo pickup at origin, export customs clearance, vessel departure (ETD), vessel arrival at transshipment port (if any), vessel arrival at destination port (ETA), import customs clearance, and final delivery. For air freight: pickup, export clearance, departure, arrival, import clearance, and delivery. You receive notifications at each milestone. Critical updates (delays, holds, examinations) are communicated immediately.

We notify you immediately when we become aware of any delay — before you need to ask. Our account manager provides the reason for the delay (vessel schedule change, port congestion, weather, customs hold), an updated estimated timeline, and available alternatives if the delay is significant. For time-critical shipments, we can explore expedited options such as upgrading to air freight or using an alternative routing. We document all delays and include them in your monthly KPI report.

Real-time GPS tracking is available for all FTL (Full Truck Load) ground transport moves. For ocean freight, we use AIS (Automatic Identification System) vessel tracking which provides vessel position updates every few hours. Air cargo is tracked at each scan point (departure, arrival, customs, delivery). Container-level GPS tracking devices can be installed on high-value or sensitive shipments for an additional fee. Contact your account manager to discuss tracking options for your specific cargo.

Your dedicated account manager is your single point of contact for all shipment-related issues. You can reach them directly by phone, email, or WhatsApp. For urgent situations outside business hours, we have an on-call team available 24/7. You can also contact us at [email protected] or via our WhatsApp number. We commit to responding to all urgent issues within 2 hours and routine inquiries within 4 business hours.

ETD (Estimated Time of Departure) is the expected date the vessel or aircraft will depart from the origin port or airport. ETA (Estimated Time of Arrival) is the expected date of arrival at the destination port or airport. Both dates are subject to change due to vessel delays, schedule changes, or weather. We always provide the most current ETD/ETA based on carrier updates. Note that ETA at port does not mean the cargo is ready for pickup — customs clearance and port processing add 1–3 days after vessel arrival.

Free time is the period after vessel arrival during which you can store your container at the port terminal without extra charges. Typically, US ports grant 4–7 calendar days of free time for ocean containers. After free time expires, demurrage (container rental fee, charged by the carrier) and detention (charged for keeping the container off-port after pickup) begin accruing. These fees can be $75–$250+ per container per day. We notify you in advance of free time expiration and help coordinate timely pickup to avoid these charges.

Yes. For all ground transport deliveries within the US, we provide a signed Proof of Delivery (POD) document confirming the date, time, and recipient of the cargo. For FTL shipments, the driver collects a signature at the delivery point. For LTL deliveries, the receiving warehouse or facility signs off on the delivery receipt. PODs are typically available within 24 hours of delivery and are shared with you by your account manager. Digital PODs can also be uploaded to your TMS or sent via email for your records.