FREQUENTLY ASKED QUESTIONS
FAQ's
Our service is designed for sending clothing, shoes, books and other items which do not require additional packaging when placed in a suitcase or sturdy double walled cardboard box. If you choose to send non-standard excess baggage items you must ensure the items are packaged thoroughly and appropriately for transportation through an automated network. Your suitcase or box may be stacked with other items and will move on automated belts and slide down sorting chutes. For this reason, we are also unable to accept single walled cardboard boxes, plastic boxes, plastic bags, laundry bags, bin liners or similar items.
All items are handled with care, however as your shipment will move through the automated network we do not recommend sending items made of materials such as glass or porcelain, regardless of the level of packaging.
NO FRAGILE ITEMS INCLUDING CERAMICS, GLASSWARE AND ELECTRONICS – IF SENT WE ARE NOT RESPONSIABLE FOR ANY DAMAGES OR LOSS INCURRED
Items which are prohibited on all Ship Now services include, but are not limited to; aerosols (or any pressurized container), perfume, nail varnish (or any other flammable liquids), toner/ printer cartridges, tobacco, alcohol, money (including small change), medications and perishable food stuffs.
Please see the full list of prohibited items within our terms and conditions.
When sending across customs borders each country may have its own additional list of prohibited items for customs and security reasons, it is the sender’s responsibility to ensure they comply with international customs. Further information can be found on our destination pages.
AEROSOLS ARE STRICTLY PROHIBITED
FLAMMABLE LIQUIDS ARE STRICTLY PROHIBITED
TOILETRIES AND OTHER LIQUIDS, PASTES AND GELS ARE STRICTLY PROHIBITED
ANIMAL AND PLANT BASED PRODUCTS INCLUDING FOOD
IMPORTANT: BATTERY POLICY
This policy forms part of our terms of service.
LOOSE BATTERIES & POWER BANKS
We cannot accept shipments containing loose batteries or packets of batteries. Batteries can only be sent when included within a working device in line with the below guidance.
POWER BANKS ARE ALSO STRICTLY PROHIBITED ON ALL SERVICES.
LITHIUM BATTERIES
Lithium batteries are a type of rechargeable battery found within mobile phones, tablets, laptops, cameras, portable speakers, wireless games console controllers, wireless keyboards and many other devices.
Lithium batteries pose a serious fire risk and security regulations are in place worldwide regarding the shipping of devices containing lithium batteries.
You are only permitted to ship ONE device containing a lithium battery.
The one device containing a lithium battery must be in working order. The device must be switched off and must be packed in such a way that it will not turn on accidentally during transit. The device must also be packed away from any other items which could cause it to short circuit.
If you are sending a larger device you must ensure the battery power is less than 100Wh (Watt Hours) and the weight of the electrical device with the battery installed must not exceed 5kgs.
NEVER ship an item containing a lithium battery if the electrical device or battery itself is known, or suspected, to be damaged or defective. Any products containing Lithium batteries which have been recalled from a retailer or manufacturer for any reason must also not be sent.
Strict security protocols exist surrounding the shipping of batteries within unaccompanied luggage and any person or company identified as the shipper on the supplied shipping documents is legally responsible for complying with the above information. Failure to do so will result in the bag being removed from transit and either returned to you or in some cases seized by the local government regulatory authority.
Visit our destination pages to check the cost of shipping to your destination country in seconds.
Our prices are based on both the size (volume) weight and actual weight of your items, please read the information below to give you a full understanding how you will be charged.
UNDERSTANDING VOLUMETRIC WEIGHT
What is volumetric weight and how it is calculated?
The courier industry, and different carriers, use varying methods for assessing the volumetric weight of a parcel. The majority of couriers base their delivery rates on either the size (volume) weight or actual weight of a parcel and senders are charge according to whichever is the greater. The bigger an item is, the more room it takes up on a vehicle or aircraft, and the more it costs to send. If an item is large but light, the price will be based on the size rather than the actual weight.
HOW TO CALCULATE VOLUMETRIC WEIGHT
Volume weight (sometimes referred to as dimensional or size weight) is calculated using a volumetric weight formula. To establish the volumetric weight of your bag/box, you just need to measure the length, height and width of your bag/box and do the following with a calculator.
- Multiply the parcel’s three dimensions (length x height x width) in centimetres
- The above total centimetres DIVIDE the result by 5000
- The resulting figure represents the volumetric weight of your parcel
DON’T WORRY, ITS AUTOMATICALLY CALCULTAED
We have made this quite simple with our online booking system, when you enter your shipment details, our system will automatically compare the volumetric weight to the actual physical weight of a parcel and charge whichever is the greater of the two (also known as billable weight or chargeable weight)
You can track your shipment online by LOGIN to your Ship Now account or TRACK YOU SHIPMENT on our website. We will also send emails with regular updates from collection to delivery.
We accept CASH on day of collection paid directly to out driver.
We accept Bank Transfer into our Company Bank Account (Please use your shipment number for payment reference).
Our team is working on adding the feature to pay by card online or in person with drivers, we are hoping to launch this payment method very soon.
SHIPMENTS MUST BE FULLY PAID / CLEARED FUNDS BEFORE WE CAN SEND YOUR SHIPMENT
Ship Now provides live tracking on our website every step of the way. We will also send emails with regular updates from collection to delivery.
COMPLIMENTARY COVER
Ship Now Complimentary Cover was created to address customer concerns regarding what would happen in the event a suitcase was lost in transit and that remains the product’s core purpose. Should an item (sent in line with our terms) be deemed unrecoverable after a search process, Ship Now will work with the customer to swiftly move through the claim process. Ship Now Cover is not an insurance product based on individual circumstances and as such it is important you are aware of its limitations. Ship Now Cover does not replace travel, home or item specific insurance (for example sports equipment or musical instrument) and we ask all customers to ensure you have appropriate insurance in place against loss, damage and delay to suit your own particular circumstances.
Our full cover terms are available from within our Terms of Service and we ask a few minutes is taken to review the terms. Within the terms you will find limitations such as:
– Our service is designed for an average suitcase or box of mixed personal effects. The maximum we cover is based upon the weight. Ship Now will contribute to any claim payment will be limited to AED20 per KG. For example your have 5 boxes of 30KG each, we will cover AED600 for each box.
– Ship Now cover does not cover damage to any item which we advise is prohibited or sent at your own risk, including but not limited to; glass, ceramics, electrical items (e.g. TVs, PCs, laptops, printers).
– All Ship Now transit times are provided in an X-Y format (e.g. 5-7 days), our estimated delivery dates are estimated, Ship Now Cover does not cover transit delays. If your bag/box is time sensitive, we recommend allowing additional time for it to arrive ahead of when it is required.
Ship Now can usually collect a shipment as soon as the next working day; this will depend on your collection location and the size of your shipment.
Same day collections may also be possible but will depend on booking time and pick up location.
If you require your shipment to be collected quicker than normal, please call us and discuss your options with our customer care team.
During the booking process you can select dates and time slots as per your requirements. Our drivers are given your collection time slot and do their upmost to collect during this time, if any delays occur our driver will contact you in advance.
Most countries offer a generous allowance for used personal effects and therefore no duty or tax will be due in most cases.
In some instances, certain destinations may not offer duty or tax free clearance in all circumstances, or additional fees for customs processing may be required.
View our destination booking pages for further information regarding the selected country.
Just as an airline cannot check your visa, we cannot check you have fully complied with the destination customs regulations. We therefore recommend every customer sending on a route with customs clearance, takes 5 minutes to check the regulations for their destination directly with the destination country’s official travel advice line or customs office.