Frequently Asked Questions

Enter your tracking number on our Track a Shipment page or on the homepage. Your tracking number is printed on your shipping label and included in the booking confirmation email. Updates are provided at every scan point, typically within 30 minutes of an event occurring.

Tracking events are generated when a shipment is physically scanned. On long-haul international routes, there may be gaps between events during transit legs. If your shipment has not updated for more than 48 hours, please contact our customer support team with your tracking number.

"In Transit" means your shipment has been accepted by Zoomexpress and is actively moving through our network toward its destination. It may be on a vehicle, at a sorting facility, or aboard a flight. More specific location information is provided where scanning infrastructure allows.

Address redirection is possible in select markets and service types, subject to additional charges and the shipment not yet having reached the destination country. Please contact our customer support team as early as possible, as redirection becomes progressively harder once the shipment clears customs.

At minimum, all international shipments require a completed commercial invoice and a packing list. Additional documents — such as certificates of origin, export licenses, or phytosanitary certificates — may be required depending on the commodity, its country of origin, and the destination country's import regulations.

This depends on the Incoterm agreed between sender and recipient. Under DDP (Delivered Duty Paid) terms, the shipper is responsible. Under DAP (Delivered at Place) or EXW terms, the recipient pays. If duties and taxes are billed to the recipient and go unpaid, the shipment may be returned or held at your expense.

HS codes are an internationally standardised system for classifying traded goods. It is the responsibility of the shipper to accurately declare the correct HS code on the commercial invoice. Incorrect codes are a leading cause of customs delays and can result in fines. Our customs advisory team can assist with complex classifications.

Yes. Zoomexpress provides full customs brokerage services as part of our International Express and Air Freight offerings. Our licensed customs brokers manage import and export declarations, duty calculations, and liaising with customs authorities on your behalf.

Rates are calculated based on dimensional weight (also called volumetric weight) or actual weight — whichever is greater. Dimensional weight is calculated as: (Length × Width × Height in cm) ÷ 5000. Additional surcharges may apply for fuel, remote areas, declared value, and certain cargo types.

A fuel surcharge (FSC) is a variable fee applied to offset fluctuating aviation and road fuel costs. It is expressed as a percentage of the base rate and is reviewed monthly. Current fuel surcharge rates are published on our website and are included in all online rate quotations.

Yes. Business account holders who ship regularly can access negotiated rates based on volume commitments. Please contact our enterprise sales team to discuss a tailored rate agreement.

Invoices are issued by email to the billing contact on your account upon shipment booking or on a weekly/monthly billing cycle for account holders. All invoices are also accessible through your online account portal.

Zoomexpress globally prohibits: weapons and ammunition, narcotics, counterfeit goods, live animals, human remains, currency, and items prohibited under applicable law. This list is not exhaustive — destination-specific restrictions may apply.

Lithium batteries are classified as dangerous goods under IATA regulations. Devices containing lithium batteries may be shipped under specific conditions (e.g., Section II PI 966 for lithium-ion cells). Standalone batteries have stricter requirements. Please declare batteries accurately on the air waybill.