How is the shipping cost calculated?
Shipping costs depend upon the shipping methods and options you choose. Expedited handling and overnight delivery cost more than shipping for items that are not urgent. Please also note that the shipping rates for many items are weight-based. All weights will be rounded up to the next full pound.
Which forms of payment do you accept?
We DO NOT accept credit cards directly but you can use them to buy bitcoins and make payment. We also accept payment from Money Gram, Western Union and many others not listed here, though this can extend your processing time by 3-5 days. Contact us to find out which best suits you.
Can I track the shipment?
All items shipped will have tracking information. Once you receive your shipping confirmation email, a tracking URL will be provided, if available.
How do I speak with Customer Service Agent?
To speak with a customer service agent, simply call us. Our customer service agents are available Monday through Friday, 08.00 AM to 6.00 PM and Saturday – 10.00 AM to 6.00 PM . Calls placed on Sundays or after business hours will be returned on the next business day. You can also use our live chat system.
What guarantee do you offer that I will receive my shipment?
As long as you have provided the correct delivery address, if your shipment does not arrive at all we will offer to re-ship or apply a credit for the full amount to your payment, whichever you choose.
Why are your prices so much lower than other overseas shipping companies?
With BORDERWAY LOGISTICS COMPANY, everything is done “in-house,” when shipping your vehicle or personal items, therefore we are able to pass the price savings onto our customers.
Can you arrange for a container to arrive at a specific date?
All dates (departure/arrival) are estimates and based on information provided to us by the carriers. They may change at any point before or during transit so, therefore, they’re not guaranteed. However, we furnish our customers with any updates as we receive them.
Which airlines do you work with?
We work with all airlines. We are constantly updated by the airlines about the regulations, conditions, and costs of flight.
Can I have my item shipped to another address?
Yes, in most cases you can elect to ship your item to a different address. To ensure that your item gets approved, your billing address must match the same address on your credit card. Please note, we cannot accommodate split shipments.
How can I get Saturday delivery?
Saturday delivery is only available as a special request option (USA only). FedEx will only deliver on Saturday if the package is sent via Next-Day Air Early AM Delivery (although the package is not delivered in the early AM, ironically). There is an additional charge for Saturday delivery, based on weight and distance traveled. The US Postal service will deliver Next-Day-Air packages on Saturday. Priority Mail packages are also delivered on Saturday as well.
Can you ship my pet?
We can export most domestic pets, including dogs cats, rabbits, birds, reptiles, hamsters, and even horses. However, there are some restrictions on certain breeds, species and destinations.
Do you have any restrictions on what you can ship?
We cannot ship flammable or hazardous substances on airplanes, which means that these goods can only be delivered by ground shipping only. We do not ship batteries via the mail, and we also do not ship windshields, as they are way to easy to break in shipment.
What types of customs fees can I expect to pay?
Unfortunately, we do not have detailed information on customs fees and tariffs. If you have any questions about applicable duties and tariffs, please contact your local state department office prior to ordering. If you refuse a package at the customs office, and it is returned to us, we will not refund the cost of shipping the package to you.
How are pets handled at transfer airports?
Many airports in the U.S. and around the world offer animal care lounges, animal hotels, and animal transit facilities. Pets that require a transfer during their global journey are cared for between flights by dedicated airline animal care professionals who understand the needs of traveling and relocating family pets. BORDERWAY LOGISTICS COMPANY specifically schedules stops for your pet’s comfort along with adequate food and water breaks.
What happens if my package becomes damaged?
If you package was damaged in shipment, you must immediately notify the carrier via phone. They will initiate a claims process on the damaged package. After calling the carrier, please call Customer Support, and notify them of the damage. We will make arrangements with you to replace the parts that were damaged.
What is a ‘Pet Passport’?
A Pet Passport officially records identification and vaccination information for your pet so they can travel more easily.
What happens if my package is lost?
This depends mostly upon how it was shipped out. In general, we have very few problems with lost packages with any of our carriers. With the recent events from September 11th, a large number of international packages have been slow to arrive. If you believe your package is lost, please send us an email, or call our toll-free number at xxx, and we will do our best to track it down.
Where will my pet be located in the aircraft?
Pets travel in a segregated area of the hold of the aircraft, known as the ‘pet cabin’. The pet cabin is heated, pressurized and dark to help keep your pet calm. Wherever possible, your pet will also be exercised prior to flight to help ensure they are tired when they board and are more likely to sleep during the flight.
Your pet will also travel in a specially-sized travel carrier to ensure maximum comfort and safety throughout their journey.
If required, how will my pet deal with quarantine?
Veterinarians agree that pets handle the various quarantine periods with surprisingly good outcomes – probably because they do not have a sense of time. Dedicated animal care professionals at the various quarantine stations around the world with whom BORDERWAY LOGISTICS COMPANY works take their jobs seriously and care for your pet in a proper, conscientious, responsible and professional manner.