Booking

Cargo details

Há alguma restrição quanto aos tipos de equipamento ou mercadoria que posso reservar?
If the commodity is not available it means that we do not support shipping that ...
Can I ship cargo that needs to be kept at a specific temperature?
We can currently not accept any types of cargo that is in requirements of temper...
Vocês aceitam embarques de bens pessoais?
We allow VAT registered moving companies to place bookings where commodity is pe...
Can I still book if I am not sure about the cargo details?
During the booking process we will ask you to select the type of commodity you w...
Do you allow the shipment of dangerous cargo?
We do not accept any shipment containing cargo hazardous cargo, also know as dan...
Which commodity types can I ship?
We allow a large variety of commodity types to be loaded in our dry containers a...
Do I need to input the accurate cargo weight and volume at the booking stage?
During the booking process we will ask you to inform us about estimated cargo we...
Can I insert my own internal reference Purchase Order number in my bookings?
During the booking process you will be able to insert your own internal referenc...

Supplier and buyer details

Will my partner's details be saved?
If you created a new partner during the booking journey, we will automatically s...
Why do you need my partner's details?
After the booking has been placed, there is a series of actions that both a supp...
What if I do not want to show contact details?
We require contact details and information for both supplier and buyer, so we ma...
Can I edit my partner's details after the booking?
We will use the details that you have inserted during the booking journey....
Can I edit contact details after the booking?
We will use the details that you have inserted during the booking journey....

Additional charges

Can other charges occur that are not displayed when booking?
The price we display on the platform during your booking journey is the price yo...
Will I be able to see additional charges that have been included in my total booking cost?
You will be able to see what you can expect to be invoiced and what your partner...
Can I see a full breakdown of all the transportation costs I need to pay?
During the booking journey, we will display the total cost of transportation you...

Pre-booking

If I cancel the 'Reserve your shipment' / 'Pre-booking' will I be invoiced with a cancellation fee?
We offer free cancellation until we send out the booking confirmation....
When can I expect to be notified around price availability?
We respect your time and do not send unnecessary emails. We will send you the pr...
What happens if my expected pick-up date is surpassed without a price being available?
We aim to offer prices in every case, but sometimes due to practical reasons it ...
What does it mean to 'Reserve your shipment' or 'Pre-book'?
We aim to offer you prices for every search you make, but sometimes it is not po...
Does a 'Reserve your shipment' / 'Pre-booking' guarantee space?
Reserve your shipment / pre-booking notifies you when we have the prices for the...
Can I cancel the 'Reserve your shipment' / 'Pre-booking' if I do not agree with the offered price?
Yes, you can reject the prices offered on the pre-booking and the pre-booking wi...

Search schedules

What does 'Port' and 'City' mean?
When you see the label 'PORT' that means the start or end point of your cargo wi...
Que tipo de contêiner ou equipamento posso usar para embarcar minha carga?
There are many different types of containers and equipment available for shippin...
Não encontro o porto ou o local que preciso; o que posso fazer?
In the event that you would not be able to find a particular city or port, this ...
Quais combinações de portas ou portos estão disponíveis?
We offer end-to-end transportation solutions covering your shipment needs – incl...
Can I be certain there are containers available for my cargo?
We are not able to guarantee equipment on our vessels for 100% of our bookings....
Can I be certain there is space available for my cargo?
We are not able to guarantee space on our vessels for 100% of our bookings - as ...
What is the maximum possible weight and size of cargo I can ship?
Each container type has a maximum weight limit you are allowed to load into the ...
What does country of origin in shipping mean?
The country of origin refers to the country of manufacture, production, or growt...
Can I place a booking from one country to another while my company is located in a different country?
Yes, you are able to place a booking where you and your company are located in a...
What container types can I book with Twill?
We currently offer dry cargo in 20 foot - 40 foot - 40 foot (High Cube) and 45 f...
Can I book inland transportation as a standalone service?
We currently do not offer the ability to book inland transportation only without...
What does loading priority mean?
Our loading priority is an equipment and space prioritisation for your freight -...
When searching 'From' and 'To' what is the difference between 'City' and 'Port'?
When you start your search you can choose the length of the transportation you w...
Can I decide the mode of inland transportation for my cargo?
You currently cannot select which type of transportation mode you would like to ...
What does 'Import' and 'Export' mean?
When selecting 'Import', this indicates that you are located at the destination ...
What if I'm not sure which 'Port' or 'City' to choose?
We will help you out by displaying the ports that are nearby within a radius of ...
How do I place a booking on behalf of another company?
If your are authorised to place bookings on behalf of your buyers, you will be a...
Does the loading priority apply for transshipments as well?
Yes, the loading priority applies for all vessel loadings....
Can I ship only individual pallets?
We always recommend to load your cargo on pallets before you load the cargo safe...

Compromisso bilateral

What happens if Twill delays my shipment?
If we fail to load your cargo on the booked vessel OR if there is a delay of mor...
O que é o compromisso bilateral?
Se não embarcarmos sua carga no prazo de três dias antes ou depois da data de pa...
How does the two-way commitment agreement work?
Our two way commitment product features competitive pricing with a loading guara...
What happens if Twill cancel my shipment?
If we fail to load your cargo on the booked vessel OR if there is a delay of mor...
What happens if I delay my shipment?
If you fail to meet the port deadline or cancel the container(s) within 7 days o...
What happens if I cancel my shipment?
If the container(s) or the shipment is cancelled up to 7 days before vessel depa...
What happens if I cannot deliver my cargo to the port of departure on time?
If you fail to notify Twill of cancellation of part or all cargo, or fail to del...

Company details

Can I get a booking confirmation without completing my company profile?
Until we have the required details requested in the completion of your company p...
Can I book if I do not have a company?
We only allow VAT registered companies to place bookings. ...
What will happen after I fill in my company details?
Once we have received the requested company details, we initiate a vetting and c...
Why do I need to insert my company details?
If you have not completed your company profile before you start booking, we will...

Booking Confirmation

Will my suppliers or buyers be informed about the booking I have placed?
During the booking process, you are asked to provide your suppliers' or buyers' ...
How do I know if my booking is confirmed?
Once your booking has been confirmed, a booking confirmation will be available t...
What if details are missing on my booking confirmation?
If you believe certain information is missing on your booking confirmation, we e...
What could be the reasons for my booking confirmation not being released?
Once your booking has been placed, the booking confirmation should be released s...
Como corrigir detalhes na confirmação de reserva?
If you need to amend Booking Confirmation, please contact us through twillsuppor...
How quickly will I know if my booking is accepted?
Temos o compromisso de confirmar ou atualizar os envios com a maior brevidade po...
Can I cancel a booking?
You can cancel your booking via our platform. Depending on the stage of your shi...
How long does it take to confirm a booking?
Temos o compromisso de confirmar ou atualizar todos os envios agendados com a ma...
Can my buyers and suppliers also track my cargo?
Tanto compradores quanto fornecedores podem acompanhar uma remessa clicando nela...
Can my buyers and suppliers also track the cargo?
Both buyers and suppliers can track a shipment by clicking on it in the platform...
What do I need to pay attention to after I have placed my booking?
Depending on your role in the booking journey, you will have different tasks to ...

Compare prices

What is a monthly fixed rate?
By signing a monthly fixed rate for a specific trade lane you can book and pay a...
Will I always see a price for every search I make?
In the case that we are not able to offer you a price for the search combination...
What is a daily rate?
Our daily rates are dynamic prices which are subject to daily changes. Using our...
Can I use all Incoterms?
A Twill cumpre com todos os Incoterms, mas ainda não oferecemos seguro....
Does my price include free time in the form of demurrage?
In our price comparison page you will be able to see which standard free time de...
Can I negotiate the prices I see online?
All our prices are instantly available on the platform and will immediately appe...
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