FAQ

Your enquiry is logged immediately on receipt and handled as a priority.
For standard enquiries within the EU, you typically receive a firm quotation on the same working day.
For enquiries outside the EU, we guarantee processing by 12:00 (CET) on the following day at the latest.
For special or oversized transports (e.g. above 23t, longer than 14m or wider than 2.50m), processing can take up to 2 working days.

As a rule, we do not give binding prices over the phone.
For LTL (part load) and FTL (full load) shipments, we can provide an indicative price or rough estimate on request. These are non-binding and serve only as initial orientation.
Air freight enquiries cannot be priced over the phone.

Air freight prices depend individually on:
- the volume and weight
- the place of departure and destination
- as well as daily market factors.

Since we offer over 300 air freight routes worldwide, we cannot quote flat rates. You will receive a tailored quotation promptly after we have reviewed your enquiry.

Imports require a T1 document (customs transit document with an MRN number).
This is created by the carrier when crossing the border.
If we carry out the transport, we issue the T1 document at the border ourselves.

We also need:
▸ the seller's commercial invoice
▸ a delivery note, if applicable

After all documents have been submitted to the relevant customs office, the customs authorities calculate the duties and import VAT.
These can either:
▸ be paid in advance by us on the customer's behalf, or
▸ be transferred by the customer directly to the customs office.

Exports require a valid EORI number, which should ideally be applied for at least three weeks before shipping:

Without an EORI number, regular export customs clearance cannot be carried out.
In urgent cases, we can act as the representative exporter.
In that case no separate EORI number is needed – however, a formal appointment by the customer is mandatory.

The customer provides us with the following documents:
- a commercial invoice
- a delivery note, if applicable

On the basis of these documents we prepare the export declaration at the responsible customs office.

After that there are two possible procedures:
a) The customs officer comes to the customer's warehouse and inspects the goods on site
b) The vehicle drives to the customs office, where the goods are inspected

After a successful inspection, the goods are released by the customs office.
The official export document (export declaration) is then issued.

Yes, that is possible.
Our customs clearance can also be commissioned independently of transport.
This means: even if another company carries out the transport, we can carry out the import or export customs clearance professionally for you.
In that case, please send us the required documents in good time – we will take care of the rest.

Yes. Export customs clearance is mandatory regardless of the value of the goods.
It is also necessary in order to reclaim the German VAT (Umsatzsteuer) from the tax office.
After a successful export, you receive the exit certificate (electronic proof of export) from us for submission to the tax office.

We select the appropriate means of transport individually, based on shipment type, urgency, and destination region. We use:

Road haulage:
Mainly within the EU, to Eastern Europe, the Caucasus, Central Asia, and Turkey – reliably in scheduled and direct service.

Air freight:
For fast and secure carriage worldwide – particularly often used for destinations in Central Asia, the Caucasus, South America, and North America.
Over 300 international air freight connections are available.

Export clearance is carried out electronically via the ATLAS system.

We require:

• commercial invoice
• packing list, if applicable
• EORI number of the sender

The declaration is made either at a customs office near you or directly at the airport, depending on your preference and process.

After clearance, your goods are transported directly or via an air freight hub to airports such as Frankfurt/Main, Munich, Leipzig, or Cologne.

We work with IATA-certified partners and, on request, also provide ULD loading or special packaging.

Yes. Once the shipment has arrived in the destination country, you receive a status report with proof of arrival.

On request, we also organise delivery to the recipient through our local agent.

As a rule, your goods are transhipped in our central warehouse (e.g. for shipments to Eastern Europe or Central Asia).

The transhipment is carried out carefully, documented, and photographed on request.

Direct runs without transhipment are possible for part loads only in exceptional cases (e.g. express).

After the border crossing, the shipment is delivered via our local partners or our own vehicles in the destination country.

Depending on the country, unloading takes place either directly at the recipient or via a regional intermediate warehouse.

Yes. Our part load system is flexible: we transport single pallets, machinery, crates, and bulky goods.

For special dimensions or weights, we prepare an individual quotation.

In principle, the goods should be packed by the sender and made ready for loading.

On request, however, we offer packing of the goods in our warehouse – e.g. on pallets, in crates, or with stretch film.

Loading is usually carried out by the sender.

Securing is carried out by our driver or also by the sender.

As standard we provide tension straps and, on request, edge protectors.

Pallets are fastened with lashing straps. Our vehicles are additionally equipped with separation devices (ratchet bars/tube bars) which prevent cargo from slipping.

For high-value shipments we use box trailers and pay particular attention to careful cargo securing.

We do not provide a forklift ourselves.

However: for shipments weighing up to 7.5t we can supply a vehicle with a tail-lift and pallet truck to enable loading from ground level.

Yes. For transports towards Central Asia or the Caucasus, and for part loads, transhipment usually takes place at our warehouse in Germany or Turkey.

This is carried out carefully and is documented photographically or by video on request.

For particularly urgent or exclusive transports (e.g. full loads, express) we also offer direct runs without transhipment.

Yes. On request, we can provide a crane for loading, e.g. for machinery or heavy industrial plant.

We organise loadings with crane capacity up to 20t – please let us know your requirement in good time.

Yes. Before loading, we send you the vehicle registration plates and driver details so that you can register them in your plant or warehouse system if necessary.

For oversized or heavy goods transports, responsibility for proper securing lies with the sender or customer.

On request, however, we can provide additional securing material such as:

• tension straps and chains
• tarpaulins for protection against the weather (rain, snow, etc.)

We operate our own warehouse capacity at strategically important logistics locations across Europe and Asia: Germany: 14974 Ludwigsfelde (near Berlin) Lithuania: Vilnius Ukraine: Kyiv Belarus: Minsk Russia: Moscow Uzbekistan: Tashkent Kazakhstan: Astana

Our warehouse logistics covers a wide range of professional services optimised for international goods traffic: Storage of transit goods (bonded warehouse) – without direct import customs clearance Short- and long-term storage of goods Mechanised and manual loading and unloading of vehicles Sorting, picking, and packing of shipments Labelling, repacking, and palletising Labelling in line with the Russian standard „Chestny ZNAK“ Preparation of all required accompanying and customs documents Assistance in obtaining: phytosanitary and veterinary certificates export, import, and transit documents Customs clearance of excisable goods, including: opening and closing e-AD documents administration of tax stamps for alcohol and other excise products

CMR liability does not cover the full value of the goods, but only a statutory liability cap per kilogramme. Example: for damage to a 500kg shipment, the maximum compensation – irrespective of the actual value of the goods – is approx. €5,000. For high-value goods, this cover may therefore be insufficient.

Yes, that is possible. On request, we offer additional insurance up to the full value of the goods (so-called „all-risk insurance“). This covers your goods beyond the usual CMR scope against loss, damage, and force majeure – adjusted to the declared value. The cost depends on the transport route, the type of goods, and the value. We are happy to prepare a suitable quotation.

Please let us know at the time of the transport enquiry if additional insurance is required. We need the following details: value of the goods in euros type and description of the goods type of packaging After review you receive a corresponding insurance quotation for approval.

Yes. Sole traders, freelancers, and other small business owners are part of our customer base. The handling is conducted entirely in a B2B framework, regardless of company size.

We work with the following models: B2B (Business to Business): classic goods traffic between companies B2C (Business to Consumer): delivery of commercial shipments to private individuals – e.g. for online shops or exporters C2B (Consumer to Business): e.g. return of goods from private individuals to commercial recipients C2C (Consumer to Consumer) is not offered.

Only as part of a commercial shipment. We are not a parcel service provider but an international freight forwarder. We do handle smaller shipments (parcel size), but only as forwarding services, not via classic courier services such as DHL, UPS, or Hermes. We are not responsible for private parcels without a commercial invoice.

No. We do not offer removal services for private households. Our removal logistics is exclusively for company relocations as well as for diplomatic missions, international organisations, and institutions.

Yes, we welcome that. Many of our customers are online shops, retailers, or Amazon sellers. We offer international shipping solutions, customs clearance, intermediate storage, picking, parcel dispatch within a freight-forwarding framework, and much more.

You need: a commercial background (trade licence, VAT number, or similar) a commercial invoice or proforma invoice describing the goods a valid EORI number, if customs clearance is involved (import/export) We are happy to advise you on the processes – even if you are new to international shipping.

Yes – but only as part of a commercial shipment. If, for example, you are a company and want your goods delivered to a private individual or to yourself (e.g. home office, workshop, etc.), that is possible. The handling is nevertheless carried out as a commercial transport, including waybill and invoice in the company name.

We accept payments in the following currencies: EUR (Euro) USD (US dollar) GBP (Pound sterling) Invoicing is carried out in the requested currency – please indicate this when requesting a quotation. Exchange rates are based on the daily rate.

Our payment terms are agreed individually per customer and per transport model. Possible options are: payment before loading payment after loading payment before unloading payment after unloading payment with a payment term of up to 30 days after unloading (subject to credit standing)

Every new customer is subject to a credit check by us. On the basis of this check, individual payment terms are agreed. As a rule, advance payment or partial payment before the start of the transport applies to first orders.

Yes. For international transports, partial payment by transport stage is common. Example models: 50% after loading, 50% on arrival in the receiving country 25% after loading, 25% after the border crossing, 50% after storage in the destination country These models are defined individually in the quotation and order.

Yes. For regular customers with a positive payment history, we offer a payment term of up to 30 days after unloading. The exact period is fixed contractually or in the individual order.

Yes. Our invoices are issued in accordance with statutory requirements, including VAT (where applicable). For intra-Community supplies and exports to third countries, the invoice can be issued net / VAT-free in accordance with section 4 of the German VAT Act – subject to evidence and the recipient's status.

After receipt of payment, you receive from us: an automatic payment confirmation (by email) on request, a balanced account statement Payments received are posted on the same day. Please note that bank transfers may take 1–2 working days, depending on the bank.

Unfortunately not. We work exclusively with commercial customers (including sole traders). Private individuals without a registered trade cannot use our freight forwarding and customs services, not even for shipments to third countries.

No. We are an international freight forwarder, not a courier or parcel service provider. We do not offer the dispatch of private luggage, removal boxes, or personal parcels.

Not for private individuals. We do not carry out private removals. Exceptions apply only to company relocations or official moves on behalf of institutions, diplomatic representations, or international organisations.

Only if it is a commercial shipment with a commercial invoice. We do not handle classic parcel shipping for private purposes. Our transports – even in parcel format – are exclusively carried out as freight forwarding services, with freight documents and, if necessary, customs clearance.

No. Our warehousing services are available only to commercial customers. Private individuals cannot use our warehouse space for intermediate storage or self-collection.

Only if you are a commercial recipient. We are not responsible for the import of online purchases by private individuals. In such cases, please turn to postal, courier, or express services that also handle the customs clearance (e.g. DHL, FedEx, UPS).

Only for commercial purposes. We do not carry out vehicle transports for private individuals – e.g. in connection with car purchases, emigration, or repatriation. We carry out vehicle transports exclusively for commercial customers, for example as part of series deliveries, car trading, or project logistics.