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What is volume weight?
Volume weight refers to the overall size of a parcel. You may often find that the price of your shipment is dictated by the volume weight rather than the actual weight. This is because our pricing is calculated based on whichever is the greater out of volume weight and actual weight. Please view our guide to help you understand volume weight: Apex Cargo Volume Weight Information
What items can I send / can't send via air?
View the list here: Sending Items via Air
What items can I send / can't send via sea?
You can send practically anything via sea freight! Just be aware that because of the time it takes to send something by sea, food has to have long expiry dates so it doesn’t get spoilt. We don’t recommend sending food on this service, so you send this at your own risk if you choose to do so.
Do I need to provide a packing list?
Only to send via DHL, other courier services or to the airport uncleared. On the odd occasion, we may ask it for our Duty Paid services such as India/Pakistan, but this will be communicated in advance or created for you on your behalf.
Why do you charge for packing?
Our packing service involves a lot of care and attention – we take pride in our packing standard, skills and knowledge. We consider each item and package individually and our staff know the best and most efficient ways to pack items of all sizes and weight. It’s important to consider the amount of labour that goes into packing each box.
Can I pack my own items?
Of course! See our packing page for tips on how to pack in the most efficient and safest way. Please note some services require wrapping to be done, so if you boxes aren’t wrapped we will have to do this for you and charge accordingly.
Do you sell packing material?
Yes – you can purchase bubble wrap, tape and boxes from us from our office or warehouse.
When will I receive an invoice from you?
Invoices for DHL & Courier services are usually sent within a few hours of us sending for you. For other cargo such as duty paid, airport and sea freight, invoices are sent within 3-4 working days. Please remember to check your spam and junk folders before asking us to re-send your invoice.
How does communicating on WhatsApp with Apex work?
We use WhatsApp Business to communicate with most of our customers as it’s a great way of creating client focused groups where we have 10+ team members on hand to help you. We respond during our working hours (using the GMT timezone), aiming to respond within an hour of your message being sent. Please note our team may take longer to respond during our busy periods, e.g. Christmas; for anything urgent, be sure to call us.
Can I work for you?
Yes! View our latest vacancies here.
How can I leave a review?
You can leave us a review via Trustpilot, Google or Facebook.
To leave a Trustpilot review and receive £5 off packing on your next shipment with us, please visit: https://uk.trustpilot.com/review/apexcargo.co.uk
To leave a review on Google, please visit: https://search.google.com/local/writereview?placeid=ChIJIZTJ7Dhhd0gRtyQjIMVx4E4,
To leave a review on Facebook, please visit: https://www.facebook.com/pg/apexcargoltd/reviews/?ref=page_internal.
Please note we may use your review for marketing purposes – you may tell us if you aren’t happy for your review to be used.
How do I raise a complaint?
If you are unhappy with our service for any reason and need to raise a complaint, you can email us on email@example.com, call us on 0116 254 0480, visit our office or warehouse or send us a message on our social media pages.
Duty paid services:
What’s the handling fee on your duty paid services?
This is the fee that helps cover our interaction with the agent and the basic handling of your goods. It can include the basic wrapping of your item too.
I'm only sending 2kg to Malawi. Why are you charging me for 5kg?
This is because the minimum to send via air is 5kg; even if you are sending less, you will always get charged for 5kg.
How long do DHL, TNT and UPS take to deliver?
This depends on each destination, but as an average our Courier service takes between 3-7 working days. Currently, delays are expected due to the ongoing COVID-19 pandemic.
Do I have to pay duties and custom charges?
Unless you are sending on our duty paid services, you may have to pay duties and custom charges, depending on which service you are using and where you are sending to. We are unable to tell you the exact amount as this is decided once the package has arrived in its final destination by each country’s customs.
Where can I track my package?
If you are sending on our Courier service, we will provide you with a link to track your package. If you are sending on any other service, e.g. via air or sea freight, we will be in touch with you either via WhatsApp or your preferred way of communication to update you on when you can expect your package. There isn’t direct tracking on those services as all of our customers’ cargo is consolidated together, so in line with GDPR protection laws we can’t give out sensitive information such as names and phone numbers.
What does remote area, restricted or elevated risk mean with DHL?
Remote area: An area where there isn’t a DHL office or where DHL don’t normally deliver to, hence an additional £25 surcharge.
Elevated risk: Surcharge applies when shipping to a destination country where DHL is operating at elevated risk due to continuous state of war, civil unrest, or continuous threats from terrorism, and is surcharged at a rate of £25.
Restricted destination: A surcharge is applied when shipping to a country with trade restrictions imposed by the UN security council.
Exporter Validation: Surcharge for countries that are subject to trade restrictions imposed by the European Union. Include: Afghanistan, Belarus, Lebanon, Myanmar, Zimbabwe.
Why do I need the receiver's ID for certain services and countries?
This is a requirement by that countries customs; for example, India has a ‘Know Your Customer’ policy. The name on the waybill must match that of the receiver’s ID.
Why do some countries cost more than others when it’s the same DHL service worldwide?
DHL charge according to the ‘zone’ the country falls in. To send to a country within the EU would be cheaper to send than to say China. They take into consideration the fuel surcharge, and price accordingly. We constantly liaise with our suppliers to ensure we get the best and most competitive rates for our customers.
Purchasing and Mailbox:
I've sent an item to you using the Mailbox service but I now want to return the item. Can you do this on my behalf?
Yes, that’s no problem; however there is an admin fee starting from £12 a return. Please contact us to find out more.
Can you shop in person from various stores for me?
Yes we can! Our extensive purchasing service includes in-store purchases from most places in Leicester and surrounding areas. There is a charge for this based, on distance and location. However, this is all confirmed before the purchase is done.