In transit

• What information do I need for my Customs paperwork?

• Can I get a copy of the customs paperwork?

• What is a SAD form?

• What is an ATR Certificate?

• What is a commercial invoice or customs invoice?

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• I entered the wrong delivery address; how can I change it?

• Can I upgrade the service level once my package is collected?

• Can I make changes to details on my order after it has been collected?

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• My goods are stuck in customs, does the receiver need to contact the carrier?

• Why has my shipment not cleared customs yet?

• Why is my shipment held in customs and what do I need to do to resolve the delay?

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• Is my shipment booked in?

• The tracking says my parcel is miss-routed, what should I do?

• What date and time will my package be delivered?

• Will my returned item travel under the same tracking number?

• Why is there no tracking information on your website?

• Why have my shipment tracking scans not updated?

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• What is a Tax ID Number?

• My shipment was sent deliver duty paid (DDP), why was the consignee charged duty and tax?

• Do charities have to pay duty and tax?

• What is a waybill number?

• How are duties and taxes calculated at customs?

• What is an exception?

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