You can find the Frequently Asked Question in the sections below:


General

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To which destinations can I ship with MyShipper?

Almost anywhere! We have the ability to ship your consignments internationally. Use our quote and booking tool to check whether the country is available. If displayed, it is a possible shipping destination! Domestic shipments will be available shortly.

Category: Algemeen
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What happens after I've placed a reservation at MyShipper?

Once you have registered your shipment through our website and has been received in our system the consignment will be posted automatically to the selected carrier. We have invested a lot in this system, so you can be sure when you book your shipment, your order cis processed correctly on time.

Category: Algemeen
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Which carriers does MyShipper offer?

We offer the services of leading logistics service providers. Depending on the specifications, features and destination of your shipment, we can quote the cheapest and best offer. For each application, a complete range of services will be presented. As a standard the best service will be stated first followed by all other options that are possible. This is especially important if you want short lead times. (eg the next day for 09.00, 10.00 or 12.00 noon).

Category: Algemeen
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What are your office hours?

From Monday to Friday, 08.30 - 17.30. On Saturday & Sunday we are closed. During these hours we ensure that we can quickly contact you at your request.

Category: Algemeen
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What is your phone number?

Rapid response is what you and MyShipper wish. This provides for an efficient service. Email contributes to a rapid settlement of your questions. To attain this, MyShipper has invested in a user friendly system. This will maintain the rapid and accurate handling.

Telephone support ensures that the response time greatly increases. Therefore we advise our clients to create a 'Please call me' note on our system and we will contact you as soon as possible.

You can contact us through 010-2263466.

Category: Algemeen
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Are you a registered company?

Yes. We are a private company and are registered with the Chamber of Commerce in Rotterdam under number 24443771.

Category: Algemeen
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Have you a list of products that can not be sent with MyShipper?

Yes, you can find these goods in our Prohibited Goods section.

Category: Algemeen
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Do you also take care of air freight and ocean freight?

Currently air and sea freight are not available in our booking application. However, you can use 4th Port B.V. to receive a quote from one of our specially selected partners. Like the MyShipper service they are highly s and ervice orientated and can offer a competitive proposal.

Category: Algemeen

Shipping

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Are there restrictions on the goods I can send via your services?

There are some limitations, consult our list of Prohibited Goods. If you have doubts about the product you wish to send please contact us at: support@myshipper.nl

Category: Verzenden
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Is there a limit to the number of consignments I send?

No. We have no limit on the amount of shipments you send. It can be anything from 1 shipment per month to hundreds a day.

Category: Verzenden
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Carriers determine rates by means of size and weight, how MyShipper obtain this information?

MyShipper presents the various services, the most advantageous as standard, and this depends on the size of the consignment, the weight and destination. If the necessary information is added to the description of the product, it will be downloaded. If this information is not present, then you have to add it to obtain a quote - this is a simple and rapid process with 4 blocks to fill in (the weight in kilograms / height, width and height in centimeters).

Category: Verzenden
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Are there restrictions on the weight and size that I can send?

Courier companies have strict limitations on size and weight. MyShipper offers the service only when the shipment to the carrier meets the relevant criteria. It is important to carefully provide the size of the consignment, since all items are scanned. If the size or weight is exceeded, a penalty will be charged and in some cases will be refused and returned. 

Category: Verzenden
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What is Customs Clearance?

Any shipment that is sent outside the European Union go through Customs in the country of destination. Here the incoming goods are inspected by the appropriate authority to make sure that the consignment does not contain civil illegal content and will also assess that the fees and taxes are levied according to the value and contents of the shipment.

>> Customs Instructions

Category: Verzenden
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What is a Commercial Invoice?

A Commercial Invoice is a document bearing the number, description and value of the goods present in the consignment. Each shipment must contain a minimum of 4 copies of a Commercial Invoice. If you book your shipment online, you need to fill in the contents, description and value of the goods. Once you are finished, you can print out the Commercial Invoice put it in an envelope and stick it on the item.

Category: Verzenden
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When would I want to use a quote?

This feature can be used to easily obtain a price quote of the services we provide. Very handy if you want to know the rate before you place an order or if you need information for your quote.

Category: Verzenden
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What happens when I ship more packages than I have declared online?

You must inform us immediately. If not we will pass on a surcharge of 25 Euro per package and the regular shipping cost.

Category: Verzenden
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How do I calculate the volume weight of my shipment?

The volume weight is calculated automatically when you fill in the details of your shipment in MyShipper.

Category: Verzenden
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How can I make sure the shipping process with MyShipper goes as smooth as possible?

A completed shipping label ie consignment note is essential. Preferably filled in using capital letters, with emphasis on the postcode. This prevents errors in delivery, hence delays. All calculations are made based on country, location and / or zip code information.

Category: Verzenden
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I have not receive a confirmation email with my tracking number directly, what's wrong ?

The main reason that some of our customers do not receive the confirmation could be related to incorrect filling of the email address on the order form (due to type error). Please contact us through the contact page to inform us that you have not received confirmation, and we will send you the tracking numbers.

The second reason: Check your spam, bulk or junk folders. If you find the email here, then your ISP or your spam filter is blocking our email messages.

>> More information about spam blocking

Category: Verzenden

Payment

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How do I pay for the logistics services I book?

Payments are made to account, you can save time and you receive an invoice with all shipments arranged in the previous week.

Category: Betalen
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Do I pay extra for using MyShipper?

No. There is no surcharge for using MyShipper. The only expenses related to book your shipments through MyShipper is the cost of the selected logistics service and we work hard to keep these costs low. In most cases there would certainly be cost savings by using MyShipper. We do not charge any fees for subscriptions and start-up costs. You are not required to use our tool if you have registered with us and there is no obligation for you to send anything. We understand that entrepreneurs need time and cost saving tools so they can concentrate on their core business. MyShipper will do all this and without extra cost.

Category: Betalen
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Do you offer discounts for frequent shippers?

Yes. We give discounts for customers that ship 1+ shipment(s) a week off the already competitive prices! If you regularly send shipments, please contact sales@myshipper.nl so we can discuss your specific needs.

Category: Betalen

Pickup and delivery

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Is a signature required upon delivery?

Yes. All carriers require a signature upon delivery.

Category: Afhalen & Bezorgen
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Can I check for pickups and deliveries?

Yes. This is one of our innovative features. You can track all your deliveries and filter based on 'retrieved', 'delivered', 'collected' and 'not collected' and 'returned'. This solution provides you with control and information about your deliveries. The data presented contains historical information and gives you access to the detailed tracking information of the order numbers. This makes it a fast and user friendly function.

Category: Afhalen & Bezorgen
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Will a consignment be deliverd even if the receiving party is not available at time of delivery?

Deliveries only take place the shipment can be signed off. Therefore it is not possible to deliver to Post Office Boxes. Depening on which carrier is choosen there are different possibilities. If nobody is available to receive the shipment, the driver will leave a note and takes the consignment back to the local depot. In most cases the driver will re-attempt a delivery the next day. If the driver is unable to deliver the shipment for the last time, the shipment will be returned to sender.

Category: Afhalen & Bezorgen
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What documentation do I get back from the pickup driver?

Please ensure that you have a copy of the manifest when you hand over your item  to the driver at the pickup address. The information on this document is the only way to obtain a POD (Proof Of Delivery) and is necessary to submit a claim.

Category: Afhalen & Bezorgen
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At what time does the driver arrive to pick up my shipment(s)?

During the booking process we provide you with a choice of available collection times. In exceptional circumstances it may be possible that we contact you to indicate that the chosen carrier can not pick up your shipment at the desired collection time period.

Category: Afhalen & Bezorgen

Packaging

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How do I know if my goods are correctly packaged for use in MyShipper services?

Use new packaging for your shipments because used cardboard gets weaker as it is used more frequenlty. We recommend three-layered cardboard for packaging. In addition we also recommend to ensure the shipped goods are packed in such a way that they are shock resistant.

»Learn more about Packaging Guidelines

Category: Verpakken
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Do I need to retain the damaged product for which I will submit a claim?

Yes. The product may be necessary for inspection by the insurance company. Therefore, make sure that the product is preserved with original packaging. This so that an objective observation can occur.

Category: Verpakken
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Should my shipment be packaged?

Yes, all goods must be properly packaged. See our Packaging Guidelines.

Category: Verpakken
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How do I pack my shipment?

All items should be packed carefully and professionally packed before the driver arrives to pick up your shipment. If this is not the case, then the driver has every right to refuse your shipment. You should use materials such as bubble wrap and Styrofoam / flakes to ensure that your goods withstand shocks during transport. If your product is damaged, an inspection is done by the insurance company. They will investigate how the goods were packaged before a claim is accepted.

Category: Verpakken

Track & Trace

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Can I track all shipments?

Yes. When you log onto your account and go to MyShipper Tracking you see a live real-time update of your shipments that are booked by MyShipper. This ensures that you have full control and makes sure that you can identify problems that arise without having to wait for a disappointed customer to call. We also offer a user friendly Track & Trace function so you can monitor a specific shipment. You may want to provide your customer with the reference number of the shipment and a link to MyShipper so they can trace the shipment themselves.

Category: Track & Trace
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Do I need something to get the most recent tracking information available?

No. When you log into your account, you will see live and up-to-date information of your shipments. This information comes directly from the systems of the carriers. If you are logged in for a long time, we advise you to refresh your browser.

Category: Track & Trace
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Is Track & Trace different than Tracking?

No. Both give the same information - however, with tracking you can see the current status of your active orders on one screen - this is a great tool for busy entrepreneurs that ensures that you are in control. In the event of problems you will automatically be made aware before a dissatisfied customer contacts you to indicate that an expected delivery never arrived. Track & Trace (the small entry field at the top of the screen) allows you to see details of a specific shipment. As an additional service to your customers, you can provide your customers with a link to the homepage of MyShipper. There they can track their own supplies through a powerful yet simple tool.

Category: Track & Trace
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How can I track the status of my shipment during transit?

You will automatically receive an order number before the driver picks up your shipment(s) . This number can be used on our site at the Track & Trace section.

Category: Track & Trace

Technical

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What is a CSV?

CSV (Comma Separated Value) files look the same as a Microsoft Excel spreadsheet. Some companies keep their assignments in a spreadsheet and then arrange their pickups at the end of the day. Others have a facility within their online shop for CSV files to export their product and shipping information.

Category: Technisch
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Do you have a template for the CSV data fields?

No. This is a good demonstration of the flexibility of MyShipper - You tell our software where the information resides within your CSV file - such aFor instance: the first column in your sheet is the email address of your customer then place 1 in the relevant box of the loader in your shipping account manager. You must repeat this procedure for all required fields - After finishing the layout is saved. Assuming that your CSV structure remains unchanged you are now in the possibility to import a CSV file at the click of a button. 

Category: Technisch

Insurance and Claims

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Do you offer insurance and what happens if I missed the pickup driver?

This is answered in our detailed terms and conditions which can be found here. You can also find a brief guide to key points. An additional insurance is offered on shipments up to a value value of € 100,000. - when you have placed an order. The costs are one per mille of the total value with a minimum of € 10.- and € 7.50 administration fee. We would like to advise you to read the terms and conditions to ensure that the specifications comply with your wishes. The packaging guidelines can also be found here.

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How and where do I submit a claim for loss or damages?

All claims must be sent by mail to MyShipper. Any claim sent directly to a carrier can not be processed. You can claim by using the MyShipper Claim Form.

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What will be compensated on the 4th Port services provided?

Any service provided by 4th Port is exclusively covered by compensation of possible loss and damage. Please check which level of cover is part of your desired service level.

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Which information should be submitted when submitting your claim at 4thPort?

Each submitted claim for loss must contain a written confirmation of the receiving party that they did not receive the shipment. If this is not attached to the claim it will be rejected. You need to send a copy of the manifest that has been signed by the driver.

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Within what time period should a claim for loss of damage be filed?

All claims must be filed to MyShipper within 7 days from the date of shipment. Claims for High Value goods must be made within 3 days after shipping date. Claims for loss must be accompanied by a written declaration of the receiving party that they have not received the goods. If this is not added, then the claim will be denied.

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Will I be covered when I ship a monitor or television set?

You are covered against loss but we can not cover against property damage. The same applies to all goods of glass.

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What happens if the receiver did not have any time to check the contents on damage?

If the outer packaging is in good condition, there will be no reason for the reciever to sign off the shipment as damaged. A package that is damaged without damage to the outside, is damaged due to poor internal packaging. Claims of this nature are not accepted. If the package is damaged a note mentioning "damaged / damaging" should be made on the consignment note. Please note that items marked as "not checked" are not accepted in the light of a damage claim.

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What accountability applies when one signs of for receipt of a shipment?

If a shipment is received in good condition it is not possible to submit a claim. In the case that a damaged shipment is delivered,  it is vital that you mention this on the manifest when you receive the goods.