Frequently asked questions

Your tracking code starts with CL and is sent by your coordinator when your shipment is booked. Enter it on the tracking page. Share it only with people who need to follow the shipment.

Air freight is often a few days, ocean freight a number of weeks, and road freight depends on the distance. Those are typical carrier ranges. Your written quote states the transit estimate for your route. It is an estimate, and weather, customs and the carrier can change it.

For international shipments we help you prepare the commercial documents the carrier asks for, such as an invoice and a description of the goods. Clearance is carried out by the carrier or a broker named on your confirmation. Crownline does not act as a licensed customs broker.

Cover applies only when it is written on your confirmed quote. Ask for it before booking if you need it, and keep those terms. Otherwise, compensation for loss or damage follows the carrier’s liability limits. Report a problem through the claims process.

The tracking page shows the last confirmed scan: the place and the time it was recorded. Map, Satellite and Terrain are three views of that place. A moving vehicle position appears only when a live feed is connected for that shipment. No live feed is connected on this platform today.

Restrictions depend on the route and the carrier. Dangerous goods, lithium batteries, liquids, perishables, cash, weapons and items prohibited by the origin or destination country need advance approval or cannot be accepted. Describe the goods accurately in your quote request.

The calculator shows billable weight and, where a rate card is loaded, an itemised estimate. In demonstration mode those figures are samples. A coordinator sends the price in writing before anything is booked.

Carriers charge for space as well as weight. Dimensional weight converts a package’s size into a weight using a divisor, for example length × width × height in centimetres ÷ 5,000. You are charged for whichever is greater: the actual weight or the dimensional weight. This is called the billable weight.

Tracking updates appear when a carrier or our team confirms a milestone. Long legs such as sea crossings or customs processing can go several days without a new scan. If there is a known problem, the tracking page shows it as an issue with an explanation. If you are concerned, contact us.

Import duties and taxes are set by the destination country. They are usually paid by the recipient unless the sender has agreed otherwise. They are not included in shipping estimates.

The carrier for your shipment is named on the written confirmation. Crownline arranges that booking. Any special rate is part of the same confirmation.

Sometimes, depending on the carrier and how far the shipment has travelled. Contact us as soon as possible with your shipment reference. Address changes may incur a carrier fee.

Report it promptly using our claims guidance. Keep the packaging and take photos. Compensation depends on the carrier’s liability terms and any optional cover you purchased.