Frequently Asked Questions

Here are answers to some of the most common questions we get! If you still can't find your answer, feel free to contact us.

General questions:

Can I ship personal goods? 

Unfortunately, we do not ship personal goods.

The customs clearance channel and process are different for personal goods. And because we chose to focus on b2b, we can only accept goods from other businesses, not individuals.

We recommend you to contact postal services, which is usually the cheapest solution. Alternatively, for large items, you can contact relocating companies.

Does Bookairfreight have guaranteed transit time?

We provide slow delivery compensation.

If you worked with a normal forwarder, they would tell you that they take no responsibility for delivery occurring outside the estimated dates. The truth is that transit times are not guaranteed, and estimated delivery dates are good faith calculations on when your shipment is likely to arrive.

But we try to rise above the norm and offer generous slow delivery compensation in the rare case we fail to deliver within the estimated dates.

How much does Bookairfreight charge?

We only charge a commission that is already included in all of our quotations. Our commission tier structure is based on shipment chargeable weight, which goes as follows:

<299 kg – 12%
300-499 kg – 10%
500-999 kg – 6.5%
>1000 kg – 2.5%

Booking your shipment:

Is insurance included? 

Bookairfreight provides free cargo insurance of up to US$10,000 (subject to shipping channels).

It depends on the shipping channel you chose. For most shipping channels, we insure goods with values up to US$10,000. For other shipping channels, we may not be able to provide insurance at all.

For shipments worth more than US$10,000, you will need to contribute in purchasing insurance.

No quotes showed up when I searched. Can I still book a shipment? 

Yes, of course!

We have a network of freight forwarders across more than 50 countries. You didn't see any quotes because we haven't yet uploaded the shipping rates of the countries you searched for.

Please contact us directly on bookings@bookairfreight.com for a custom quote.

Managing your shipment:

How do I track my shipment?

We will provide a tracking number and tracking link for each of your shipments.

Once you’re on the platform, click on the Shipments tab in the navigation bar, select the shipment you want to view, and then click on the Tracking tab to see the current shipment status.

What if I am missing documents?

Without documents, we can't complete the customs clearance process, which means your goods won't be able to ship out.

You need to make sure all the required documentation is sent to your service provider in a timely manner. If documentation is missing, the shipment can be cancelled and you may even have to pay incurred fees.

But don't worry, if you ship with us we will assist you in preparing all the necessary documentation.

I submitted wrong information and my shipment already went out! What can I do?

Please contact us ASAP to resolve the situation.

If the new delivery address is within the same country as the original delivery address you submitted, we can still solve it. However, if the correct delivery address is in a different country, it will be quite difficult to change.

That's why it is important to make sure that the information you provide is correct.

Can I cancel my shipment?

Yes, you can.

You can cancel your shipment, and in most cases, we won't charge you a canncellation cost. But if the freight forwarder has already incurred costs (such as picking up your goods), you will be charged for any such commercially reasonable costs, and then you will be refunded the remainder.

Payments:

How do I pay?

We make this easy! You won't be charged right at the moment of booking your shipment.

Bookairfreight will collect payment on behalf of the freight forwarder, so you will receive your invoice and make payment to the freight forwarder through Bookairfreight. We accept ACH transfers/bank transfers, and all currencies.

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