FAQs
Everything clients ask most about shipping, customs, tracking, and paying us. Can’t find it? Ask a real person.
Send the origin, destination, dimensions, weight, and ready date through our quote form or by email. Standard lanes are quoted within one business hour; project cargo within one business day.
A commercial invoice, packing list, pickup and delivery addresses, the agreed Incoterm, and the cargo-ready date. For first-time customers we also need your company and VAT/EORI details.
No. LCL ocean, air consolidation, and European groupage all start from a single carton. Small shipments simply share space — and cost — with others.
Yes — we’re certified for DGR (air), IMDG (ocean), and ADR (road). Declare the UN number and class when you request the quote so we book compliant capacity from the start.
Yes. Our in-house, AEO-certified declarants file import, export, and transit entries. Nothing is subcontracted at the border, so there’s no one else to wait for.
At minimum: a commercial invoice, packing list, and transport document, plus your EORI number. Preferential origin certificates (EUR.1, ATR, statements on origin) reduce duty where trade agreements apply — we’ll tell you which ones are worth obtaining.
The Harmonised System code classifies your goods and sets the duty rate, VAT treatment, and any licence requirements. A wrong code means wrong duty — and possible penalties years later. We classify every new product before its first shipment.
Yes. With Dutch Article 23 deferment, import VAT is reported in your return instead of paid at the border — a significant cash-flow advantage for non-EU sellers importing through Rotterdam.
Enter your TruceLogistics reference (it looks like TRC-NL-240815) on the tracking page. You’ll see live milestones from booking to proof of delivery.
Air and road milestones update in near-real time from carrier feeds. Ocean positions update at least daily. We never hand-type statuses, so what you see is what the carrier reported.
On ocean legs, gaps of 2–3 days mid-voyage are normal. If a shipment misses a planned milestone, we flag it to you the same day — before you need to ask. Anything unclear, call your account contact.
Bank transfer (SEPA and international) for freight invoices; card payment for parcel and express bookings. Account clients receive 14- or 30-day payment terms after a standard credit check.
After delivery, as one consolidated invoice per shipment — freight, customs, and duties itemised on a single document. Business-plan clients can opt for monthly consolidated billing.
No. Fuel, security, and terminal fees are included in the number we send. The invoice only changes if the shipment changes — different weight, address, or added services.
EUR by default, USD on request. Quotes are valid for 30 days at a fixed rate, so currency movement in between is our problem, not yours.
Yes, worldwide. Tail-lift trucks, delivery appointments, and inside delivery are available — mention what the receiving site needs when you book.
The driver leaves notification and we contact you the same day to rebook. One re-delivery attempt is included; storage beyond 5 working days is charged at the quoted warehouse rate.
Note the damage on the POD before signing, photograph it, and notify us within 5 working days. If you took our all-risk insurance, we handle the claim end to end — typically settled within 30 days.
140 countries by air, ocean, and road — through our own hubs in Rotterdam, Hamburg, Singapore, and Houston, plus vetted partner agents on every continent.
Typical transits: air 1–6 days, ocean 18–35 days intercontinental, European road 1–4 days, express from 4 hours. See the mode comparison for detail per service.
Yes — all-risk cover from 0.35% of insured value, arranged per shipment or annually. Carrier liability alone is limited by weight, not value, and rarely covers the real loss.
Yes — flat-rack and open-top containers, breakbulk, and part or full charters. Project cargo is quoted within one business day after we review drawings and weights.
Call 512-402-3269 on weekdays 08:00–18:00 CET, or send the question — we reply within one business hour.