Help centre
How can we help?
Search common questions about tracking, customs, high-value cargo and delivery — or reach our team directly.
13 articles
- Where do I find my air waybill number?
- It is printed on your booking confirmation and on every cargo receipt we issue. It usually starts with the airline prefix — for example, 176-13341589.
- How often does tracking update?
- Live shipments refresh every minute while in transit. Delivered or cancelled shipments stop updating once they reach a final status.
- The page says 'not found' — what now?
- Double-check the number for typos. Air waybill numbers are 11 digits with a hyphen after the first three. If it still doesn't resolve, contact your account manager and we'll trace it manually.
- Do you handle both export and import clearance?
- Yes. Our licensed agents file export declarations from Uganda and import declarations in the UAE, settling duty, VAT and levies before cargo is released.
- How long does customs clearance take?
- For accurately documented shipments, clearance is typically completed the same day as arrival. Complex classifications or valuation queries can extend this — we notify you as soon as an exception is raised.
- Who is responsible for duty and VAT?
- By default, duty and VAT are settled by the consignee unless the booking is arranged on a DDP basis. We confirm the Incoterms at booking so there's no ambiguity on arrival.
- How is high-value cargo secured?
- Cargo is sealed at origin, weighed and photographed at every handover, and moved under escort. Vault-to-vault delivery is arranged on request. Each handover is signed for by the receiving party.
- Is insurance included?
- Insurance is arranged to declared value on request. We recommend all high-value shipments are insured for the full commercial value, and we can quote cover alongside the freight cost.
- Can I accompany my shipment?
- On escorted movements, a representative of the shipper may accompany the cargo where the destination permits it. Speak to your account manager at least 48 hours before uplift.
- Do you deliver to the consignee's premises?
- Yes. Final-mile delivery to the consignee's warehouse, vault or designated address is included on request. Each drop ends with a signed delivery note and same-day confirmation to the shipper.
- Can I schedule a specific delivery window?
- Time-window and appointment-based drops can be arranged where the destination allows. Provide the preferred window at booking and we'll confirm feasibility with the destination team.
- How is freight priced?
- Air freight is priced on chargeable weight — the greater of actual weight or volumetric weight — combined with the applicable rate for the routing. Customs, insurance and final-mile are quoted separately.
- When do I receive an invoice?
- Invoices are issued on uplift for freight and within 24 hours of delivery for ancillary charges. Statements can be issued weekly or monthly for regular shippers.