This collection of frequently asked questions (FAQ) provides brief answers to many common questions about Intercargo Import and Export services. It also provides links to more detailed information available from this web site. Please check here for answers before posting a question.
No, at Intercargo there is no need for an account. You simply pay by credit/debit card for each booking you make. If you are a frequent shipper and would like to discuss opening an Intercargo account, please complete our Credit Application
You can make a Intercargo booking at any time, but the earliest date for Pick Up is the next working day*.
If you require a more urgent Pick Up, please contact your local Contact Center
For international destinations we will accept PO Box addresses providing the receiver is contactable by telephone. Please ensure that the receiver's telephone number is entered correctly on the Intercargo booking form.
No, transit times are provided as a guide only. Transit times are in working days and based on deliveries to major Airports/Seaports. They are subject to change depending on the location of Pick Up and delivery, as well as shipment contents, weight and value. There may also be circumstances beyond our control. For more information please refer to Intercargo’s Terms and Conditions of Carriage.
Our Online Criteria is based on the following;
The maximum weight per package is 60lb for personal effects but size restrictions also apply:
The maximum weight per package is 11023lb for commercial consignments but size restrictions also apply:
If your package exceeds any of these limits, please contact your local Contact Center
Note: Volumetric weight applies to international shipments only.
If you are sending a large but lightweight parcel you may be charged on volumetric weight rather than actual weight:
Intercargo calculates volumetric weight automatically from the parcel dimensions you enter on the booking form.
If you wish to calculate volumetric weight before completing the booking details, please use the formula: Length x Width x Height (in) / 366 = Volumetric Weight (lb)
Calculate the weight of your parcel using ordinary kitchen or bathroom scales.
Measure your parcel using either a tape measure or a ruler.
If you need help converting from imperial to metric, please use our Conversion Calculator
You can, however you will be charged the difference between the actual chargeable weight and also an admin fee of $50.00. We recommend you Use a bathroom scales to weigh your packages and a tape or ruler to measure the dimensions, if you don have access to a commercial scale. Please note that we automatically reweigh and measure parcels on arrival at our service centers.
To amend any part of your booking or to cancel the Pick Up, contact your local Contact Center
Yes. When you complete your Pick Up details, tell us where you will leave your parcel (e.g. Reception) in the 'Special Instructions' box. Please note that someone must be physically present when the courier arrives to pick up the parcel.
Occasionally we may have difficulties assigning a courier for your Pick Up on the scheduled date - this may be due to adverse traffic conditions for example. As such, Intercargo does not guarantee its pick up services.
The online tariff includes online savings. Savings vary by destination, weight and airline versus Airport standard published tariff.
If you have any comments or queries about the service, please send an email to feedback@intercargo.com
If you do not have the facility to print a parcel label, please do not use our online booking tool. Instead contact your local Contact Center
The label should be affixed to your packing following the instructions provided on the label itself. Make sure that the barcodes are not taped over as this will affect Intercargo’s ability to scan it correctly. If you are sending multiple parcels, please ensure that you print the label provided for each parcel.
If for some reason the courier does not accept, the shipment, please contact Intercargo immediately and we will re arrange re - Pick Up.
You can get up to date information on the status of your shipment and view delivery details using our online tracking tools:
International tracking - enter your booking reference
If you have problems tracking your package (s), or need advice on status, contact your local Contact Center
If for any reason there was a problem with the payment issue you will need to quote your transaction number, however if you need to track your parcel or speak to the Intercargo team you will need to quote your booking reference number.
If the page crashed before you were able to make payment, your booking request will not have been sent to our systems. Unfortunately you will need to enter your booking again. If the page crashed during the payment / confirmation process, please contact your local Contact Center
A booking is successful when you have received an email confirmation of payment from Intercargo/Secure server or a booking confirmation email from Intercargo.
Please note that it may take a few hours for a confirmation email to be sent back to you.
If you do not receive a confirmation email from Intercargo, please contact your local Contact Center
If you experience any problems, please send email to dnsadmin@intercargo.com for assistance.
Yes. You, or your representative, must be physically present when the courier arrives to collect the parcel to sign for proof of Pick Up. For security reasons Intercargo is unable to collect parcels left in 'safe places'.
Please contact customer service for advice. If we are unable to arrange another Pick Up for you, we will issue a refund.
Occasionally we may have difficulties assigning a courier for your Pick Up on the specified day - this may be due to adverse traffic conditions or a high volume of Pick Ups. In these instances, please contact Customer Services who will rebook the Pick Up for you.
The Airline/Agent will contact your Consignee on the number provided at the time of making the booking. If you do not receive or call please visit the overseas agent’s area of Intercargo website and contact the Airline/Agent. Please unsure you quote your INT number.
Intercargo is committed to delivering your shipments with speed and care. However shipments should be packed to withstand the normal rigours of sea and aircraft handling and transportation.
The customer remains responsible for ensuring packaging is adequate for transportation.
If your parcel has been damaged, the sender must send an email to ops@intercargo.com. The maximum liability is $50.00 unless you have taken out Insurance. Photographic evidence must be provided.
The Customs authorities in the destination country determine whether any duties and taxes are applicable when the parcel arrives. This is based on the information provided on the parcel label (Air Waybill) and Customs paperwork, in particular the contents, declared value and weight. Intercargo is unable to get involved in charges accured at destination.
All handling, local charges, customs clearance charges and delivery within city limits (Approx 60km from International Airport are included. However the receiver is responsible for paying any duties and taxes that may apply (if any).
For your convenience Intercargo will generate and prepare all your paper work including Pro forma invoice from your booking details. Please ensure you have completed the Packaging List/Declaration which you can download from our website. If you are sending a commercial shipment with a commercial value, you will need to prepare a commercial invoice rather than a Pro forma invoice.
Austria Belgium Bulgaria Cyprus Czech Republic Denmark Estonia Finland France Germany Greece Hungary Ireland Italy Malta Latvia Lithuania Luxembourg Netherlands Poland Portugal Romania Slovakia Slovenia Spain Sweden United Kingdom
Customs paperwork is not required for parcels to EU destinations. Please note that Channel Islands are treated as non-EU destinations for shipping purposes which means that Customs paperwork is required.
Intercargo uses HTTPS, an Internet standard communication protocol, which uses Secure Socket Layer (SSL), an industry-standard encryption technology, to protect your information as it is transmitted over the Internet.