Frequently Asked Questions

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Quick answers about shipping, tracking, customs, and delivery — organized by topic.

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Quick Navigation Tracking & Delivery Shipping & Rates Customs & Documentation Account & Billing Claims & Issues

Tracking & Delivery

Click "Track Shipment" in the navigation bar, or visit app.primefreight.pro/order directly and enter your tracking number. You'll see live status updates including pickup, transit checkpoints, customs clearance, and estimated delivery.

Tracking data refreshes automatically every 2 minutes for express shipments and at each major checkpoint (pickup, hub scan, customs, out-for-delivery) for standard freight.

Delays are usually caused by customs holds, weather, or address issues. Check your tracking page for a specific reason code, or contact support if the shipment hasn't moved in more than 48 hours.

Shipping & Rates

Rates depend on origin/destination, weight, dimensions (dimensional weight), service level (express vs. standard), and mode (air, ocean, road, or rail). See our Rates & Transit page for typical ranges and transit times.

Yes. Businesses shipping regularly can qualify for tiered volume pricing. Contact our sales team through the Contact page to set up a commercial account.

Customs & Documentation

Typically a commercial invoice, packing list, and (for restricted goods) any relevant permits or certificates. Our customs brokerage team handles classification and paperwork on your behalf.

This depends on the incoterms agreed with your sender/receiver (e.g., DDP vs. DDU). We can advise on the best option and estimate duties before you ship.

Account & Billing

Reach out via Contact Us with your account details, and our billing team will update your payment method or invoicing address.

See our full Privacy Policy for details on data collection, security measures, and your rights.

Claims & Issues

File a claim within 14 days of delivery via our Claims page. Keep the original packaging and take photos of the damage before disposing of anything.

Most claims are resolved within 5-10 business days. Complex cases involving international customs may take longer; we'll keep you updated throughout.

Can't find what you're looking for? Contact our support team — we typically respond within 2 business hours.