Answers Before the Questions Stall Your Approval

What documents are required for international shipments?

Standard export documentation

Every international consignment requires a commercial invoice, packing list, bill of lading or airway bill, and a certificate of origin. Hazardous goods require MSDS sheets and class declarations filed before booking confirmation.

Customs clearance and HS codes

Accurate HS tariff codes must be declared by the shipper before departure. HULO's clearance team reviews classifications and flags discrepancies before submission — preventing holds that cost days, not hours.

Import permits and restricted goods

Regulated categories — food, electronics, pharmaceuticals, and controlled materials — require import permits issued by the destination country's authority. HULO provides a pre-shipment compliance check and advises on lead times for permit processing.

How do I track my shipment and escalate an issue?

Real-time tracking access

Every active shipment has a unique reference number and a live status feed updated at each port of call, customs gate, and warehouse scan. Access is available 24/7 via your client portal — no login request needed after onboarding.

Notification intervals and milestones

Automated alerts are sent at departure, port of transhipment, customs clearance, and estimated arrival minus 48 hours. Email and SMS are both supported. Notification settings are configurable per shipment at booking.

Escalation path for delays

If a shipment misses a scheduled milestone, your assigned operations contact is automatically notified and issues a revised ETA within four business hours. Direct escalation to a senior freight coordinator is available by email or by calling the operations line during GMT business hours.

Liability scope and claim timelines

How to report damaged or missing cargo

Damage or shortage must be noted on the delivery receipt at the time of handoff and reported in writing to HULO within 72 hours of delivery. Photographic evidence and the original packing list are required to open a claim file.

Claim processing timeline

Claims are acknowledged within one business day. Initial liability assessment is completed within 10 business days of receiving all required documentation. Settlement offers are issued in writing with a full breakdown of the calculation basis.

Cargo insurance and liability limits

Standard carrier liability applies unless all-risk cargo insurance is arranged at booking. HULO can source all-risk cover on request. Declared value must be stated accurately — undervaluation voids excess claim rights.

Your question not covered here?

Send your freight query directly to our operations team. We respond during GMT business hours — no automated replies, no holding queues.