Frequently Asked Questions

The maximum limits depend on the service:

• Express Delivery: Up to 70 kg (154 lbs) with maximum dimensions of 120 cm × 80 cm × 80 cm
• Standard Ground: Up to 30 kg (66 lbs) with maximum dimensions of 100 cm × 70 cm × 70 cm
• Freight Services: No weight limit for full container shipments

For packages exceeding these limits, please contact our freight department for special handling arrangements.

Proper packaging ensures your items arrive safely:

• Use a new, sturdy corrugated cardboard box
• Use adequate cushioning material (bubble wrap, foam peanuts, or packing paper)
• Fill all empty spaces to prevent movement during transit
• Seal all openings with strong packing tape
• Label clearly with both the shipping and return addresses
• For fragile items, mark the box "FRAGILE" on all sides

We offer professional packing services at all our locations for an additional fee.

You can track your shipment in several ways:

• Online Tracking: Enter your tracking number on our website's tracking page
• Mobile App: Download our app for push notifications and real-time updates
• Email/SMS: Opt-in for automatic updates at key delivery milestones
• Customer Service: Call our 24/7 hotline with your tracking number

Tracking numbers are provided when you create a shipment and are included in your confirmation email.

"Out for Delivery" means your package has been loaded onto a delivery vehicle and is on its way to the delivery address. This typically happens in the morning, and delivery usually occurs the same day.

Important notes:

• Delivery drivers typically follow optimized routes, so exact delivery times can vary
• Someone should be available to receive the package or authorize an alternative delivery option
• For residential deliveries, packages may be left in a safe location if no one is home (depending on your preferences)

If no one is available to receive the package, our driver will:

• Leave a door tag with instructions for rescheduling delivery
• Attempt delivery again on the next business day (up to 2 additional attempts)
• Leave the package in a safe location if you've authorized this option
• For signature-required shipments, the package will be returned to the nearest facility for pickup

You can also pre-authorize delivery instructions through your online account or mobile app.

Required documents vary by destination and shipment type:

• Commercial Invoice: Required for all commercial shipments
• Packing List: Detailed list of contents
• Certificate of Origin: May be required for certain countries
• Export License: Required for restricted items
• Insurance Certificate: For insured shipments
• Customs Forms: Completed customs declarations

Our customs experts can help prepare all necessary documentation for an additional fee.

Customs duties and taxes are typically paid by the recipient (importer) in the destination country. However, you can choose different payment options:

• DDU (Delivered Duty Unpaid): Recipient pays all duties and taxes upon delivery (default option)
• DDP (Delivered Duty Paid): Shipper prepays all duties and taxes
• Third Party Billing: Charges billed to a third party

We can estimate duties and taxes for most destinations during the quoting process.

Yes, many countries prohibit or restrict certain items. Common prohibited items include:

• Alcohol and tobacco products (restricted)
• Perishable food items
• Hazardous materials (without proper certification)
• Weapons and ammunition
• Illegal substances
• Counterfeit goods
• Certain plants and animal products

Check our prohibited items list or contact customer service for specific country restrictions.

We accept various payment methods for your convenience:

• Credit cards (Visa, MasterCard, American Express, Discover)
• Debit cards
• PayPal
• Bank transfers
• Corporate accounts with net payment terms
• Cash at our retail locations

Payment is typically required at the time of shipment creation unless you have a corporate account with established credit.

Creating an account is quick and easy:

1. Click "Sign In" in the top right corner of any page
2. Select "Create Account"
3. Enter your personal and business information
4. Verify your email address
5. Set up your payment method
6. Start shipping with your account benefits

Account benefits include saved addresses, shipping history, batch shipping, and discounted rates for frequent shippers.

Yes, invoices are automatically generated for all shipments:

• Online Access: Download invoices from your account dashboard
• Email Delivery: Invoices are sent to your registered email after shipment
• Monthly Statements: Corporate accounts receive consolidated monthly statements
• Custom Formats: We can provide invoices in specific formats for accounting systems

If you need a duplicate invoice or have billing questions, contact our billing department at billing@globalexpress.com.