Phone Support: 1-800-645-0855
Email Support: support@ExpressArrival.com
Customer service hours are between 9am to 7pm EST, Monday to Friday.
Glossary and Frequently Asked Questions
Audited Shipping Fees
Q: How long does it take to know the true and final shipping fees?A: Final audited shipping fees are made available to us by our Global Couriers every 7 days, or earlier. Our systems will automatically update any discrepancies in estimated shipping fees prior to you being invoiced. You are only invoiced for audited and verified shipping fees.
Balance Due
Q: What does “Balance Due” mean?A: Current Balance is the total sum that is outstanding from your invoices. This amount is built into your Current Total Balance, when your invoices are paid both balances will adjust.
Cancel a Shipment
Q: How do I cancel a shipment?A: To cancel a shipment, simply press the “Cancel Shipment” button inside the waybill. You are only able to cancel a shipment with a “New” status. If we've already processed your shipment, it means that your shipment is in transit and cannot be cancelled.
Commercial Invoice
Q: What is a Commercial Invoice and what is it used for?A: The Commercial Invoice is the foundation of all other documents required for international shipping. It is the primary document used by most foreign customs agencies for import control, valuation, and duty determination. Information provided on other international shipping documents, including the air waybill or shipping label, must correspond with the Commercial Invoice.
The Commercial Invoice is a document between a seller (exporter) and a buyer (importer) with complete listing and description of goods. The Commercial Invoice is required for all product/commodity (non-document) shipments for international trade.
The ExpressArrival.com website will automatically ask you if you want to make a commercial invoice for all shipments that require this document. You can ask us to disable this prompt if you have your own commercial invoice and customs declarations documentation. If you use your own customs declaration documentation, please be sure to include a minimum of 3 duplicates copies of the commercial invoice, to ensure a smooth delivery of your shipment.
Credit Card Information Update
Q: Why am I being asked to update my credit card information?A: It is not uncommon for us to ask you to periodically update your credit card information. We DO NOT store your credit card in our system, your information is safely stored with the credit card processor. For security reasons, the processing company will occasionally request users to renew their credit card details in order to ensure that all information is accurate and up to date.
Current Total Balance
Q: What does “Current Total Balance” mean?A: Current total balance is the running balance for everything that you've shipped and not yet been billed for. This sum will include the amounts you owe for outstanding invoices, plus the ship fees that you owe for newly shipped items that you've not yet been invoiced for.
Customer Support for Members
Q: How do I get shipping support, technical support, or billing support?A: Customer support is available around the clock by email at: support@ExpressArrival.com
Phone support is available from 9am to 7pm EST, Monday to Friday at: 1-800-645-0855
Your satisfaction is important to us, we're here to help!
Edit a Shipment
Q: How do I edit a shipment?A: To edit a shipment, simply cancel the shipment that you had incorrectly created, and make a new shipment. If the shipment is already in transit and requires an edit in the recipient's address, please email us to amend the shipment for you.
Estimated Shipping Fees
Q: Is it true that the prices I am quoted are only estimated shipping fees?A: Yes, the prices for shipping fees are estimates, and they will remain unchanged until a waybill reaches an age of 7 days old. You are invoiced on a weekly basis; prior to creating your invoice all shipping fees are verified for adjustments that may have been applied to your shipments. Shipping fees may vary for many reasons, most variations are due to improperly declared weights and dimensions and the time of waybill creation.
Packing Materials
Q: How do I order free packaging materials and supplies?A: Packaging materials are free. To order new packaging supplies, create a “Request a Pickup” from us on our website, and in the notes box let us know what packaging materials you require. We deliver all packaging materials within 24 hours from the time we receive your request.
Sales Tax on Shipping Fees
Q: Do the shipping fees include sales tax?A: Yes, shipping fees are totaled with sales tax included; every invoice contains a breakdown of which sales taxes you paid with their totals.
You are charged sales tax according to the province that you are shipping into. All international shipments are zero-rated, shipping fees for international outbound freight movements do not contain sales tax.
Schedule a Pickup
Q: How can I schedule a pickup?A: To schedule a pickup, click the button to “Request a Pickup” on the Pickups page of our website. Please be sure to supply extra notes for the driver if there is a specific entrance or buzzer code to be used for the pickup.
Can't find the answer to your question?
Email us: support@ExpressArrival.com
Call us: 1-800-645-0855