Frequently Asked Questions

As a freight forwarder, we are able to negotiate discounted rates with major carriers for air freight, sea freight and door-to-door parcel delivery.

We also deal with the logistics on your behalf, by arranging the necessary documentation and labels, filing insurance, and also arranging the storage of your goods for some services. Through our site, you can track your orders, print off labels and invoices, and even shop for packaging supplies.

There are three big reasons to book with Transglobal Express.

Number one: our rates are massively reduced from standard carrier prices and could save you up to 70%.

Number two: the booking process is smooth and simple, with a wealth of information on the website to guide you if needed.

And number three: our Customer Services team are always on hand to ensure that you are able to talk to a human should you have any queries.

We believe that exceptional customer experience puts us ahead of our competitors, as well as the fact that booking with us is far cheaper and easier than going to carriers directly.

We liaise with carriers at every step of the way and will do our very best to ensure that your delivery arrives safely and on time. We pride ourselves on our award-winning Customer Services team who are more than happy to take your call during office hours if you have any problems at all.

However, customers should be aware there are some things that we have no control over as freight forwarders. Carriers such as FedEx, UPS, TNT and DHL each have their own policies pertaining to deliveries and collection times that we are not able to influence.

Similarly, we cannot influence Customs. You should familiarise yourself with the customs regulations for your destination country before you attempt to book a delivery. If customs duties and taxes are required, the carrier will be in contact with the recipient directly (with some exceptions—please see specific service information).

For air and sea freight orders, our agents at the destination port may apply their own charges in addition to the amount quoted by Transglobal Express.

We will always do what we can to open lines of communication and to keep you informed. For damaged or missing items, you may submit claims for refunds or compensation through us, and we will liaise with the carriers.

For further information, please see our full terms and conditions.

As the sender of goods, it is your responsibility to check the following:

• To ensure that your goods are not prohibited.
• To ensure that you are familiar with the customs regulations of your destination country.
• To ensure that your goods are sufficiently packaged.
• To ensure that the contents of your goods are declared in full.
• To provide accurate weight and dimensions.

You will be responsible, and subject to charges, if problems arise due to failure to meet any of the above conditions. Please see our full terms and conditions for more information.

Some of our services operate from our depots in Wirral, London and the East Midlands. You can drop off your parcels or add an optional collection service from your door.

Collection is usually fulfilled by a different carrier and we'll relabel your consignment at our depot. You can book a single collection for multiple parcels for any of these services up to 30kg and pay just the one collection fee.

Find out more about services from our depot.

TG branded services are fulfilled by a variety of third-party carriers. Most of them ship from our depot and you can either drop off your parcel or arrange a collection from your door.

When you book a service from our depot, in some parts of London, the East Midlands and North West England we are able to collect your parcel ourselves.

You can get a free, no-obligation quote through our website. Simply enter your destination country, along with the weight and dimensions of your parcel. Be sure to include accurate postcodes in the quote for a preview of any relevant surcharges.

To obtain an accurate quote, we require both the weight and dimensions of each item of your consignment. You can still use our easy quote tool to get an estimate based on rough weight and dimensions, but please note that the price may not be accurate unless you provide the exact details.

For information on how to accurately weigh and measure your parcels, please see our weighing and measuring guide.

How do I quote for/send more than one parcel at a time?

To send more than one parcel at a time, all you need to do is select the number of items when entering your quote details, and enter the weight and dimensions for each. You will not be charged per item but on overall size and weight, and in fact the rate per kg is likely to improve the more items you add.

Which carrier or service you should use will depend on your needs. Our quote results will automatically display the cheapest options first, but you can view further information by hovering over the service name.

Carriers’ services may be worldwide, Europe only, or UK domestic. Carriers usually offer express services with speedy (sometimes next day) delivery and economical services that are cheaper and slower.

You can view our carrier service information pages for full details, including UPS, DHL, TNT, FedEx and DPD.

Your quote results page will expire after 20 minutes. Saved quotes will record the details of your consignment only, not the tariffs at the time of saving.

When getting a quote, you can choose from three different shipment types: Parcel/Large Letter, Document or Pallet. Many of the services we offer will accept all of these, but some may accept parcels, documents or pallets only.

You should use the Parcel/Large Letter category for any non-palletised goods. Please note that shipments weighing more than 70kg will need to be palletised. Carriers may palletise goods exceeding this weight and charge based on the new weight and dimensions. DHL recommends palletising goods over 30kg but only enforces this rule over 70kg.

The Documents category is for correspondence of no commercial value - including letters, certificates, application forms and greeting cards. For any goods with potentially dutiable value—including gifts and personal effects—you should use the "Parcel/Large Letter" category instead.

Yes - just pick Parcel/Large Letter as your shipment type, unless you are sending correspondence of no commercial value. For personal or business correspondence of no commercial value, choose Documents as your shipment type instead.

For goods of any kind, including books, magazines and DVDs, we don't differentiate between parcels and large letters. We just need your weight and dimensions and we'll show you the relevant prices. You can use up to two decimal places to account for smaller units (e.g. 0.75kg for 750g).

Yes, you will need to enter weight and dimensions for documents. Please refer to our weighing and measuring page.

Some carriers will allow cardboard boxes only, while others will accept jiffy/flyer bags or other kinds of outer packaging.

Please note that shipments marked as 'Other' will still need to abide by general packaging requirements and any service-specific restrictions. For example, suitcases are not allowed on some services. If in doubt, please contact us.

Non-stackable shipments are those that cannot be stacked due to their shape or packaging. More information.

Surcharges may apply for non-stackable goods. If your shipment is non-stackable, please deselect the 'Items are stackable?' toggle at the top of your quote results. Any non-stackable surcharges will then be added to your quote. However, carriers may apply this surcharge regardless of your choice here, if they deem your shipment non-stackable.

We offer import services from worldwide territories to the UK with TG Express and UPS, and from Europe with TNT.

We now offer services from the USA to over 200 countries worldwide.

Any other deliveries between non-UK countries would have to be made via the UK and booked as two separate deliveries, with someone in the UK to pay for any customs charges.

We would be happy to transfer your labels if you would like to send via the Transglobal depot (customs charges notwithstanding), but you would need to notify us.

For courier deliveries to and from Germany, you can use our German website.

We use "freight" to refer in general to consignments sent abroad with weight and dimensions that are too large or heavy to be accepted by our parcel delivery couriers (generally anything over 70kg and with dimensions exceeding 150cm, though this varies from carrier to carrier).

Air freight is transported by cargo aircraft, while sea freight is transported by cargo ships.

Freight delivery is not door-to-door – it is delivered from port to port.

In general, air freight is used for time-sensitive shipments, but it is the more expensive option. By contrast, sea freight usually more economical than air freight (and sometimes even cheaper than door-to-door courier services) but it takes longer.

However, sea freight is generally not economical for small shipments because the destination charges will make it cost-ineffective.

Yes. Whether you’re shipping commercial cargo or personal effects, you don’t necessarily need to be shipping a full container to make use of sea freight as an economical option.

Select the LCL (less than a container load) option when entering your quote details.

LCL is less than a container load, for which you are required to specify the weight and dimensions of each piece in your consignment.

The terms “consolidated” and “back to back” refer to the way in which space is booked on an air freight carrier.

“Consolidated” refers to space pre-booked by an agent. Because it is booked in advance, the cost is generally reduced. As the destination handling agent is pre-assigned for consolidated services, if a customer wishes to use their own broker they must use the “back to back” service.

“Back to back” refers to bookings made directly with the airlines; i.e. it’s not “consolidated” with other shipments.

We are unable to quote destination charges as they can vary according to destination, commodity and agent. Agents will base their prices for destination handling on minimum cubic metres (CBMs), which vary according to the above. These are regulations over which we have no control.

However, if you contact us prior to booking, we can provide you with the details of the destination agent, so that you can look into charges before proceeding with the booking.

Once you have a quote for your parcel, you can proceed to book with your chosen service. On the quote results page, simply click Book and you will be taken step by step through the rest of the booking process.

To make a booking, you will need the full street address for both collection and delivery, or the shipper and consignee addresses even if you are not sending door-to-door. This includes contact phone numbers, which must be local to the addresses provided. You will also need the addresses for registered exporter and importer if different from those provided for collection and delivery.

You will need to provide a detailed list of the contents of your parcel, along with the values and country of origin of each item. Businesses will need to provide VAT, EORI and IOSS numbers if relevant.

You do not need to register to get a quote. However, you will need to register to make a booking.

You can save your quote details by clicking Save quote at the top right of the quote results table. This will allow you to email the quote to yourself.

You can also save your details for quicker quotes using the Saved Consignments tool.

When making your booking, you can save your progress once you reach the Contents Declaration stage. This allows you to come back to it later if you don't have all the details to hand. Please refer to our how-to guide.

Orders are also "saved" to your basket once you have completed your Contents Declaration, prior to choosing collection and insurance options. From here you can edit your orders or check out at any time.

You can use your Product Library to save item descriptions (including commodity codes, weight, value and country of origin) for future use.

After booking, details for orders you have booked will be saved to your account.

Yes, you can re-use the details from a previous order using our Edit & Ship tool. This also allows you to amend any of the details, including the service type, country, sender and delivery addresses, and contents declaration.

When completing your Contents Declaration, you can also save item details (including commodity codes) to your Product Library for future use.

To book a large number of consignments in one go, you can use our bulk uploader tool. You will need to upload a spreadsheet that follows the template provided. For a step-by-step guide, see our help page.

An Economic Operator Registration and Identification (EORI) number is a number assigned to you by the HMRC (or other local state department) to identify you as an importer or exporter to and from the UK or the EU. It’s used by the HMRC to track all of your shipments.

Businesses need to register for a UK-specific EORI number starting with the letters GB. You can register online. You will need a separate EU EORI number for any import or export declarations made within EU countries. For the EU number, you can make your application to whichever member state you deal with first.

An EORI number should only be required for commercial shipments, but you can also apply for an EORI number as an individual or sole trader. One EORI number is valid for all shipments.

A Commodity Code, also known as a Harmonising (HS) Code or a Tariff Code, is an eight or ten-digit number that classifies your goods to ensure that you pay the right taxes and duties on them.

Commodity codes are required for all international shipments to and from the UK. This includes EU countries.

While the codes themselves are generally only required for commercial shipments, we advise that you should always include descriptions of your goods in the fields provided during booking, to ensure a smooth delivery.

Failure to provide a commodity code may result in delay if the carrier requires this information.

When you make a booking, you can use our Commodity Code Finder tool to help you find the right codes easily. You can also use the GOV.uk website.

All carriers handle parcels with the same standardised level of care. As such, any additional consignment information that is not requested during the booking process is likely to be ignored by the carriers. This includes FRAGILE or orientation ("this way up") labels. Parcels may be stacked and are processed through automated sortation centres using conveyors and chutes, and you will need to package your items securely.

If your parcel has not yet been collected, you can edit the address and contact details of the sender or the receiver via My Account -> Orders. Please see our step-by-step guide for further instructions.

If your parcel has already been collected or you have made some other error in your booking, call us as soon as possible. There may be a surcharge from the carrier if the collection or delivery addresses need changing after collection or drop-off.

Yes. You can add new users to your account by clicking on Account Users under My Account, and entering the details of a new person.

You can choose to give them either Read Only or Full Access. Full Access will give them administrative rights, allowing them to edit account settings (such as billing address, payment details and credit) and add new users.

Read Only access will allow them to view invoices and orders and make bookings, but not edit account details.

To edit a saved collection or delivery address, click on Manage Address Book in My Account. You can make changes to or delete an existing address. New addresses will need to be added (and optionally saved) during the booking process.

You can pay for bookings or shop orders by card, PayPal or pre-paid credit. You can also set up a PayPal Billing Agreement.

You will have the option to select payment method at the end of the booking process.

Payment card details can be stored by Adyen, which is the secure card payment platform we use. You will have the option to save card details during the booking process.

You can manage your saved payment options via your privacy and data settings. You can remove saved cards here, but new cards can only be added during the booking process.

For secure card payments, we use Adyen. Adyen is audited by Trustwave, an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the Payment Card Industry Security Standards Council. Adyen is Level 1 compliant with Payment Card Industry Data Security Standards (PCI DSS), which is the highest level.

If you do not wish to verify your card every time you book, or use a saved card, you may purchase pre-paid credit. You will have the option to select this payment method at the end of the booking process.

You can top up your pre-paid credit amount via My Account. Click Account Settings and then, next to Available Credit, click the Add Credit button.

We offer 30-day term credit accounts. If you would like to open a credit account, please submit an application.

If you have an invoice you have not yet fully paid, either because you are using a credit account or because surcharges have been applied to one of your orders, you can pay the outstanding amount via the Invoices section of your account.

Please see our guide for more details.

You will need to pay 20% VAT on all UK domestic shipments. Quotes will list the subtotal of your booking ‘+ VAT’ if it applies. The actual amount will be listed in your Order Overview before your booking is confirmed.

You will earn loyalty points with every parcel delivery or shop order. You will earn 1 point per £1 spent. Each point is worth 1p.

Loyalty points are not currently earned on air or sea freight orders.

Loyalty points can be redeemed, and their value deducted from the total cost of your order, at the end of the booking process.

You can find your current loyalty points balance under Account Settings in My Account.

Sometimes we offer special discounts for our customers, which we make available in the form of Promotional Codes.

You can enter Promotional Codes at the Order Overview stage of booking. The discount will apply to your total shipping costs, excluding any surcharges or insurance fees. VAT, if applicable, is applied to the total after discount.

For more information, including terms and conditions, please see Promotional Codes.

A Customs Invoice is a document required for all international shipments, used by customs authorities for the assessment of goods and to calculate applicable duties and taxes. It includes details such as invoice number, importer and exporter information, VAT and EORI numbers, Commodity Codes, and the description and origin of your goods.

A Packing List is a document that provides information for the exporter, importer and freight forwarder relating to the items packed in your parcel or pallet, including the weight and dimensions of each item. It’s required by carriers for international shipments.

We will generate both of these for you as part of a combined Contents Declaration. You can also opt to use your own Customs Invoice.

Please refer to our Customs Information.

Yes, all dutiable shipments between the UK and the EU require a Customs Invoice / Packing List.

Please refer to our Customs Information.

For some services, we state that you will need four copies of your Customs Invoice in accordance with the official word from our carriers, though you may be told by the driver or depot that not all of them are required.

The number of copies required may vary between services. Please follow the labelling instructions for your specific service.

You will need to check the customs regulations for your destination country to see if you are likely to have to pay customs charges, which may depend on the nature or size of your consignment. Whilst we are able to acquire updates from Customs via our carriers, we are not able to influence their policies or decisions.

Delivered Duties Unpaid (DDU)

Most services are Delivered Duties Unpaid (DDU) as standard. This means that the recipient may be required to pay customs duties, taxes or fees for international shipments. For DDU shipments, we are generally not involved in this process (with some exceptions—please see specific service info), and as such customs fees will not be included in your quote. The carrier will be in touch with the recipient directly and the relevant Customs office will retain your items until the fees are paid.

Sometimes the carrier will pay duties and taxes on behalf of the receiver and recover the costs on delivery (sometimes referred to as "cash on delivery"). When this happens, the invoice to the receiver will be from the carrier, not Customs.

Delivered Taxes Paid (DTP)

Some services are available Delivered Taxes Paid. This means the shipper pays customs duties and taxes on behalf of the recipient, plus a duty reversal admin fee per shipment. For most services for which DTP is available, you will be able to select it as an option towards the end of your booking, and we will provide a quote for expected customs charges where possible. Landmark Global (Delivered Taxes Paid) is available as a separate service, for shipments to Australia, Belgium, Canada and Ireland.

Import VAT

Different VAT rates apply for imports to EU countries (see EU VAT rates). These are not included in your quote. If you are IOSS-registered, be sure to provide your IOSS number when making your booking.

If you are importing to the UK using a DHL or TG Express service, Postponed VAT Accounting (PVA) automatically applies. This means it's accounted for as part of your tax return rather than paid on entry. More information.

We are not normally involved with the handling of customs duties and taxes, except for our UPS import services, in which case we would raise an invoice on the customer’s account.

If you are not an existing Transglobal Express customer, or if you are not expecting to receive a delivery and do not know the sender, any emails purporting to be from Transglobal Express are most likely fraudulent. Please read our information on fraud and online scams.

The documentation required varies from service to service. For door-to-door courier services, we will automatically generate your documentation for you when you make your booking. After you have made your booking, we will email you instructions regarding the documents required. More information.

For air and sea freight services, we will manually generate your documentation and email it to you.

If you don’t have a printer, we can send your documentation to you via post if you are based in the UK. Call us and we can arrange this for you. If you are opting to use this service, please allow time for your documents to arrive when picking your collection date.

Your documents should be generated and emailed to you within an hour of booking. If you have not received your documents, or if they are not accessible via your account, please contact us.

If bookings are placed outside of working hours and labels are not available, they will be sent on the following business day.

Please use the labels provided by Transglobal Express. If you do not have a printer, we can arrange to have the documents mailed to you.

While the drivers may carry manual shipping labels, we must insist that our pre-printed labels are used in order to avoid billing complications. We cannot be held responsible for labels that are not generated through our account with the carrier.

You can insure your goods against loss or damage, up to a maximum value declared in your policy. For most services, shipments are covered free of charge up to a value of £50 (or 2SDR per kilo), unless they are classed as a No Compensation item. You can purchase additional cover to insure goods up to a maximum value of £2,500.

For our Transglobal Next Day service, we provide free cover for up to £100.

For Evri, Landmark Global and USPS, free cover is up to 25kg (or 2SDR per kilo).  You can purchase additional cover up to a value of £250.

It is not advisable to underinsure, as you will not be adequately covered for the whole value of your goods.

Any payments as a result of insurance claims will be made in Pound Sterling (GBP).

Please note that certain items cannot be insured—see our insurance details for more information.

If you are a UK-registered business sending commercial goods valued over £2,500, we offer high value cover with Chaucer. Otherwise, you should consider taking out independent freight insurance to cover your goods whilst in transit.

You will be given the option to add insurance during the booking process and pay for it as part of your booking.

We will calculate your insurance premium for you during the booking process, based on the given value of your consignment. Alternatively, you can use our insurance calculator or view our insurance information.

We would never ask for insurance payments via email, from the sender or the receiver. Insurance is always arranged during the booking process.

If you are not an existing Transglobal Express customer, or if you are not expecting to receive a delivery and do not know the sender, any emails purporting to be from Transglobal Express are most likely fraudulent. Please read our information on fraud and online scams.

For door-to-door courier deliveries, surcharges vary depending on the carrier. You can view our list of surcharges from all carriers.

Typically surcharges are applied for remote area destinations (places that are difficult for drivers to get to, or must be subcontracted to third parties), overweight or oversized parcels, address changes, and duty reversal (requesting that the sender be charged for customs duties rather than the receiver).

The carrier may also apply surcharges, in addition to any duties and tax you may have to pay, if the shipment requires customs clearance that is not considered "routine". These charges cannot always be predetermined prior to sending as they will vary, but to give an example: UPS will charge for brokerage services such as warehouse storage (if they have to keep your consignment for more than three working days), duty and tax forwarding, and customs inspection.

Some surcharges are the result of extra handling and administration required due to improper packaging or incorrect information, so please check the requirements. Please also be aware that there are fines for dangerous or prohibited items.

For air and sea freight orders, our agents at the destination port may apply their own charges in addition to the amount quoted by Transglobal Express.

If you contact us prior to booking, we can provide you with the details of the destination agent before you proceed.

For parcel deliveries, surcharges will be included in your quote where pertaining to the weight and dimensions of your consignment. Remote area surcharges are also included, but you will need to provide accurate postcodes as part of the quote to view them at the outset.

For non-stackable shipments, you can use the 'Items are stackable?' toggle at the top of the quote results page to add any relevant surcharges.

Further surcharges may apply as you provide additional information, such as whether your delivery is residential or whether you require a same day collection.

You will need to check the full surcharges list in the service information for your chosen carrier before shipping.

We have a list of dangerous and prohibited items which is shared by most of our carriers as standard policy.

Each destination country will have its own set of regulations and requirements that you will need to be aware of before attempting to send your goods there.

Please see our guide to country information and restrictions—but please note that this is not a comprehensive resource and you should seek advice from the relevant government authorities for the most up to date advice.

Perfume is considered a dangerous and hazardous item because it is flammable due to its alcohol content. In the high pressure of an aeroplane’s cargo hold (as opposed to the aircraft cabin where the passengers sit), this is very unsafe.

The decision not to allow the international shipment of perfume is one made by Civil Aviation Authorities and enforced by all carriers.

The ISPM 15 regulation refers to the requirement that all non-manufactured wood be heat-treated, in order to protect certain local ecosystems from foreign insects and disease. To find out which countries this applies to, please see our ISPM 15 information.

There are restrictions on sending devices that use lithium ion batteries. However, you can usually send mobile phones if the battery is transported inside the device.

Restrictions may vary depending on carrier and destination country. We advise that you contact us before proceeding with your booking.

Do not use air courier services to return faulty devices or those recalled by the manufacturer.

For help with packing your goods, please read our guide to protective packaging.

Please see our guide to weighing and measuring your parcel.

"Volumetric weight" refers to the amount of space that a package occupies. It’s usually relevant when an item is of a large size but weighs relatively little. Your shipment will be charged based on either actual weight or volumetric weight depending on which is largest.

How volumetric weight is calculated depends on the carrier and service—you can view the specific information for each.

All carriers handle parcels with the same standardised level of care. Parcels may be stacked and are processed through automated sortation centres using conveyors and chutes. As such, FRAGILE or orientation ("this way up") labels may be ignored. You will need to package your items securely - as a general rule, your parcel should be able to withstand a drop from waist height onto a solid floor.

Yes, you will need to provide weight and dimensions for documents.

However, the minimum chargeable weight for any document service is 0.5kg—so as long as your document doesn’t exceed 0.5kg in weight, entering 0.5kg is fine for items weighing less than that amount.

To use the UPS Envelope services, the document must fit into a UPS branded envelope, which measures approximately 33.5x22.5cm and can hold up to 150 pieces of 90g/m² A4 paper. Please see our service information for more details.

If the depth ("height") of your document is negligible, an estimate is acceptable. The lowest you can enter is 0.01cm, which is the thickness of two A4 pieces of paper.

Most of our parcel delivery services are door-to-door.

Our air freight and sea freight services are not door-to-door, but we offer an optional collection service for air freight orders.

You can choose a 'ready from' time on a specific collection day. Goods may be collected at any time from then until 6pm.

Please note however that collection windows cannot be guaranteed. If the courier fails to collect initially, we will rebook the collection for you. This is not always automatic and we will need to be notified.

To find out same day collection cut-off times for your postcode, you can use our Collection Cut-Off Calculator. Simply enter your postcode and we'll list the cut-off times in your area for all carriers.

We'll also notify you of the collection cut-off time for your chosen service during the booking process.

Some parcel delivery services offer the option to use drop-off centres instead of collection (for example, UPS Access Points), as do air freight and LCL sea freight services. These options will be shown during the booking process.

Drivers will not ring ahead of collection and delivery. They are not typically issued with work phones to make external calls. Unfortunately having to make calls would slow down the whole delivery process.

Carriers may provide an estimated delivery window by text or email if the recipient's contact details have been provided, with real-time updates for the driver's last few stops.

We are not always made aware of failed collections, so if your parcel was not picked up in the given collection window, please get in touch with us. We will rebook the collection at your earliest convenience.

Arrival times are estimated and cannot be guaranteed. However, if your parcel or freight delivery has not been made within the estimated timeframe, please contact us and we will investigate the status of the delivery for you.

Estimated transit times are given as the number of working/business days it will take for your shipment to be delivered. This excludes weekends unless the service includes weekend delivery.

Working days are usually Monday-Friday. However, some countries have a different working week:

Sunday to Thursday: Egypt, Iraq, Israel, Jordan, Libya, Oman, Qatar, Saudi Arabia, Sudan and Syria.

Saturday to Wednesday: Afghanistan and Yemen.

Saturday to Thursday (only Friday off): Djibouti, Iran and Somalia.

Sunday to Friday (only Saturday off): Nepal.

Monday to Saturday (only Sunday off): Equatorial Guinea, India, Mexico and Uganda.

Couriers will do their best to fulfil deliveries on time. However, transit times cannot be guaranteed.

You can track your parcel to get a general idea of the progress of your delivery. We are not able to chase drivers throughout the day, but if the driver has not arrived and it is getting close to the “close time”, please feel free to call and we’ll follow it up with the carrier.

Carriers are generally unable to deliver to PO boxes – a full street address and local telephone number are required. There are some exceptions to this rule for African and Middle Eastern countries. You can contact us to confirm.

Unfortunately we are not able to deliver to British Forces Post Office (BFPO) addresses, or Army/Fleet Post Office (APO/FPO) addresses overseas.

You can track your parcel using our parcel tracker tool.

Once your booking has been made, you can view tracking numbers for all of your orders by selecting Orders from the Account menu. Just click on the tracking number to view tracking details.

Your tracking data will only become available once your parcel has been collected, and in some cases not until it has been processed at the depot.

If your tracking details are still not updating by the end of the following day (after collection), please contact us and we will look into this for you.

As tracking numbers are of a fixed length, there are a finite number of possible combinations for them, which means that sometimes they get recycled (particularly with TNT, whose tracking numbers are only nine digits long). Occasionally this means that you may initially see the tracking details for another shipment that was previously assigned the same number.

Don’t worry! Once the tracking details for the current shipment have been updated, they will usually override the old tracking details.

If you have a question about delivery, please contact us and we will liaise with the carrier if necessary. We have contacts and account agents within these companies, allowing us to expedite any queries. If approached directly, carriers will often tell you that you need to contact us instead.

We are committed to keeping our promises and achieving our service aims, but we are also realistic and recognise that things don’t always go according to plan.

If you are not happy with the service or advice you have received, we would invite you to contact our Customer Services team who will endeavour to resolve your complaint in a timely manner.

In the unfortunate event that you are not satisfied with the outcome, you can contact our Customer Care team at [email protected] who will investigate further.

Claims for loss or damage must be made within a designated time period and meet certain requirements for documentation and evidence. Please refer to our claims and liability page for this information.

Lost parcel claims can only be considered if the issue is reported to our customer service team for investigation within 30 days of collection (including day of collection).

All damage claims, or claims for partial loss, must be reported within 14 days of the delivery date (including day of delivery). We strongly advise that you contact us as soon as possible, and preferably within 7 days.

If you wish to cancel an order, please contact us immediately. A full refund will be issued for orders that are cancelled prior to collection.

PayPal refunds will be received on the same day that they are processed. However, refunds for card payments can take up to 2-3 days to clear, depending on your bank.

If you have received an email or SMS purportedly from Transglobal Express and you are not expecting a parcel, do not know the sender, or are simply unsure if the message is from us, please read our information on fraud and online scams or contact us.

You can read more on some of the recent fraudulent attempts that have taken place in our fraud report.

You can purchase heavy-duty cardboard boxes, bespoke cases and crates, bubblewrap and tape and accessories from our shop.

Our standard delivery charge is £7.95, for guaranteed next day delivery (UK Mainland) if you place your order before 3pm.

Bespoke crates will need to be manufactured and after dispatch may take an additional 1-2 days to arrive.

Transglobal Express is always on the lookout for a forward-thinking new partner—whether trade user, supplier or affiliate. If you think we could benefit from working together, you can reach us at [email protected].

To find out how we use your data, please see our privacy policy and our GDPR summary.

You can change your privacy and communication settings via your account. These include emailing options, saved payment options, and order history management for order details older than 12 months.