Shipment management

Amendments and changes

Can I amend the bookings after the booking has been initiated?
Once your booking has been initiated you will need to wait for a booking confirm...
Can I change the size or type of container for my shipment?
Yes, you can. However, your booking is subject to: Repricing, Cancellation fee, ...
Can I add or delete equipment in my booking?
Yes, you can. If you need to add or delete containers, you can do so but it is s...
Are there details that cannot be amended?
Once you have placed the booking and received your booking confirmation, there a...
Why is a change of equipment size/type considered a cancellation?
When we receive a booking on Twill, we start planning the loading of our vessels...
Can I change the departure date of my shipment?
If you want to change the departure date of your shipment, you can do this on ou...
What are the parameters of the “Free Amendment”? What is included and what is not?
Free amendment means that requesting changes or amendments are free....
Can I merge several of my bookings into one?
Once you have placed two or more bookings and received your booking confirmation...
Can I change the destination (COD) of my cargo?
You can change the destination of your cargo. Please note, if the change of dest...
Can I change the origin (COO) of my shipment?
Yes, you can change the origin of your shipment, however, this is subject to rep...
Can I amend the vessel or container type after a booking is submitted?
f you wish to make these changes, please contact our customer care team. Note: I...
Can I change the destination (COD) of part of my cargo?
Unfortunately this is not supported yet in Twill. You will need to create a new ...
Can I change the origin (COO) of part of my cargo?
Unfortunately this is not supported yet in Twill. You will need to create a new ...
Can I amend the description of my cargo after booking?
You can amend the description of your cargo after booking. However, this can aff...
Can I amend the bookings after the booking has been confirmed?
Once you have received the booking confirmation we will open up for processing a...
Can I split my booking into two or more individual shipments?
Once you have placed the booking and received your booking confirmation, we are ...
Can I change the vessel my shipment is on?
If you need to change to a different vessel or voyage than the one of the origin...

Track and Trace

How many milestones is Twill tracking?
Based on the transportation length you wish to book we will display up to 9 mile...
Will I be able to see my deadlines?
Throughout the shipment journey there will be a sequence of tasks and deadlines ...
What will happen if deadlines are changed?
Should any deadlines or timelines change to your shipments you will be kept up-t...
What happens if my bookings are delayed?
Should the event occur that there is going to be a delay in your shipment's plan...
How often will the milestones be updated?
We strive to give you the most up-to-date status of your shipment at all times, ...

Quote

How can I get a quote for the VGM service?
Since the quote may differ from country to country, contact your local support f...
How long are rates valid?
Spot rates are valid the moment you see them! If you wish to have a fixed rate f...
I can’t find schedules or quotes for the origin and destination that I need, who should I contact?
If you don't find a quote or a schedule, please contact our support team. You ca...
How often do rates change?
Our instant competitive prices change according to the available space on the ve...
What are the tariffs for Demurrage and Detention (Also known as DnD or D&D)?
During the booking process, in Step 2, where you can select your desired route, ...
How can I get quotes for FMC regulated trades?
If you ship to or from FMC regulated trades, you can search our instant competit...
Are rates subject to any additional charges?
What you see on Twill is what you need to pay. Our customer care team will proac...
How can I request a fixed price?
That's all easy to do within our platform! Just follow the booking process and y...

Shipping instructions

Where and how can I find the HS code?
Your cargo needs to have the corresponding HS code for the commodities being tra...
What other details are mandatory when submitting shipping instructions?
The platform will advise you which details are mandatory and optional when submi...
What are shipping instructions?
Shipping Instructions or SI is a document that provides detailed specifications ...
What are container seal numbers and how do I use them?
A container seal is a tag with a number that is secured around the lock of a shi...
What is the gross weight requested when placing a booking?
In shipping, gross weight includes the weight of the actual product being transp...
What is the net weight requested when placing a booking?
The net weight is the weight of an item or product without adding the packaging ...
Do I need to provide a Harmonized System (HS) code when submitting shipping Instructions?
The platform will advise you if you need to to provide a Harmonized System (HS) ...
Can I, as a buyer, fill in the shipping instructions?
The shipping instructions can only be submitted by the supplier via the platform...
Can I submit shipping instructions in my own language?
The shipping instructions can only be accepted using English while doing interna...
Can I submit multiple Harmonized System (HS) codes in one container?
You can only submit one Harmonized System (HS) code per container. ...
What if I’m using multiple package types when shipping?
In case you use multiple package types, you should input ‘Package’ as the packag...
How do I submit my shipping instructions?
The shipping instructions can be submitted online and the platform will guide yo...
When and how to use the marks and numbers field on shipping instructions?
Marks and Numbers is an optional field used to identify different pieces of carg...
What is the shipping instructions deadline?
This deadline indicates when you should submit your shipping instructions. ...

Import Security Filing (ISF)

What is Import Security Filing (ISF)?
The Importer Security Filing (ISF), which is also commonly known as 10+2 is requ...
What will be the consequences if Import Security Filing is not completed timely?
The penalties incurred for failing to submit an ISF within the required timefram...
How do I know if my Import Security Filing has been completed timely?
If you chose Twill to arrange your Customs Clearance and ISF you will be able to...
When do I need to take care of Import Security Filing?
ISF is required to be filed no later than 24 hours before the cargo is loaded on...
Who is responsible for submitting Import Security Filing (ISF)?
The Importer is required to make sure the Importer Security Filing is submitted....

Container pick up and delivery

Will I be able to submit additional instructions?
If there's any change in your delivery instructions, you can amend it on the pla...
Can I specify date/time of pick-up and delivery?
Via the platform you will be able to submit your request time and date for arran...
Will I be able to request delivery via chassis or side loader?
The prices we display around inland transportation are always based on a pick-up...
Will I be able to specify my delivery instructions?
We will prompt you or your partner to insert the details required to arrange lan...
Will I be able to request a preferred language of the driver?
You will not be able to chose the nationality or language of the driver that wil...

VGM

What is the Verified Gross Mass (VGM) deadline?
This deadline indicates when you should submit your VGM details at the latest....
How many methods exist to weigh my cargo?
The shipper needs to verify the gross mass of the containers by one of two permi...
How do I submit the Verified Gross Mass (VGM) for my container?
Once the booking is confirmed you will be required to submit your VGM details vi...
Can I as a buyer fill in the Verified Gross Mass (VGM)?
The VGM details can only be submitted by the supplier....
Why is VGM important?
The weight - or VGM - of your cargo is important to ensure that it is properly h...
What is Verified Gross Mass (VGM)?
VGM stands for 'Verified Gross Mass'. A shipper is obliged to verify the gross m...

Fees

Are there any exceptions to fees like no-show or cancellation fees?
Force Majeure, Late gate-in and/or late release of the goods arising from custom...
What is a no-show fee?
If Twill is not notified of the cancellation of containerised goods, including i...
Is there a fee for cancelling a booking?
If you wish to cancel your shipment - whether it's for part or all of the contai...

Bill of Lading

How can I have my Bill of Lading issued?
If you need to issue a Bill of Lading, please contact us via email or via our on...
What is a Switch Bill of Lading?
A Switch Bill of Lading is a second set of Bill of Lading issued by the carrier ...
What happens if I lose my Bill of Lading?
Without the Original Bill of Lading, the release of your cargo will be put on ho...
Who will be receiving the Bill of Lading once created?
The copy of the Bill of Lading will be sent to the supplier to verify the detail...
How do I return the Original Bill of Lading (OBL)?
When asked to return the Original Bill of Lading (OBL) for a shipment, you can r...
When is a Bill of Lading required?
The Bill of Lading is a required document to move a freight shipment. The Bill o...
How long does it take from submitting shipping instructions till I have my Bill of Lading?
The copy of the Bill of Lading will be available online within two business days...
How do I amend the Bill of Lading?
If you want to change any details on the Bill of Lading, you can submit your cha...
What is Bill of Lading or Sea Waybill?
The Bill of Lading is the primary document used in sea transport. It functions a...
How can I accept the draft version of the Bill of Lading and get the Original Bill of Lading?
Once you have verified the details of the Bill of Lading you can approve the cop...
How can I apply for the Bill of Lading to be Telex released?
If you do not wish to have the Original Bill of Lading printed and sent to your ...
Can I print out the Bill of Ladings at my own office?
In certain countries is it possible to apply for a "Print at office" web agreeme...
Does Twill offer a Switch Bill of Lading?
Currently, we do not offer any Switch Bill of Lading options for shipments booke...
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