Frequently Asked Questions
Absolutely! Our specialists are available to speak with you over the phone. We believe in providing personalized service, and our team is ready to answer your questions, provide information, and help you with your shipping needs. Please visit our “Contact Us” page for our telephone contact details. We look forward to speaking with you!
The cost of sending a small package can vary based on several factors including the destination, weight, and dimensions of the package, as well as the shipping method chosen. For the most accurate pricing, we recommend using the “Get a Quote” feature on our website. This will provide you with a detailed estimate tailored to your specific shipping needs. We strive to offer competitive rates while ensuring reliable and secure delivery.
The delivery time can vary depending on several factors including the destination, the shipping method chosen, and the nature of the goods being shipped. While we strive to ensure the fastest possible delivery, we also prioritize the safety and security of your goods. For a more accurate estimate, we recommend using the “Track Your Shipment” feature on our website, which provides real-time updates on your shipment’s progress. We appreciate your understanding and patience.
Estimating the total cost of shipment involves several factors. Here’s a general process:
-
Weight and Dimensions: Measure the weight and dimensions of your package. The cost of shipping often depends on these factors.
-
Destination: Determine the destination of the package. International shipments typically cost more than domestic ones.
-
Shipping Method: Choose your preferred shipping method. Express shipping is faster but more expensive than standard shipping.
-
Additional Services: Decide if you need additional services like insurance or package tracking. These will add to the total cost.
-
Get a Quote: Use the “Get a Quote” feature on our website. Enter the details from steps 1-4 to receive a detailed estimate of your shipping costs.
Remember, this is just an estimate. The actual cost may vary slightly. If you have any questions, don’t hesitate to contact our customer service team. We’re here to help!
If you do not have a tracking number, we advise you to contact your shipper. However, if you have other shipping reference numbers, they may work using shipment tracking systems of the specific business unit in charge of the shipment (for example: TrackNova Cargo Express or TrackNova Cargo Freight).
Our capacity is very strong in lanes that connect China major shipping and manufacturing hubs with each other, and with North America and Europe. We are a top 20 forwarder by volume with all major air and ocean carriers across China. TrackNova Cargo connects China with the world like no other global 3PL.
Yes, we do have a refund policy in place. If you are not satisfied with our services, we encourage you to contact our customer service team as soon as possible. We are committed to resolving any issues and providing a satisfactory solution, which may include a refund depending on the circumstances. Please refer to our “Refund Policy” section on our website for more detailed information. Your satisfaction is our top priority!
If you need to cancel a shipment, please follow these steps:
-
Contact Us: Reach out to our customer service team as soon as possible. You can find our contact details on the “Contact Us” page of our website.
-
Provide Shipment Details: Be ready to provide details about the shipment you wish to cancel, such as the tracking number and the reason for cancellation.
-
Cancellation Confirmation: Once we receive your cancellation request, we will process it promptly. You will receive a confirmation once the cancellation is successful.
Please note that cancellations may be subject to certain conditions and fees, depending on the stage of the shipment process. For more details, please refer to our “Cancellation Policy” section on our website. We’re here to assist you with any concerns you may have!
We offer a variety of payment methods to make the process as convenient as possible for our customers. These include:
- Credit/Debit Cards: We accept all major credit and debit cards.
- Bitcoin: You can directly transfer the payment to our bitcoin address.
- Online Payment Platforms: We accept payments through various online platforms for quick and secure transactions.
Please note that the available payment methods may vary depending on your location. For more details, please refer to the “Payment Methods” section on our website. If you have any questions or need further assistance, feel free to contact our customer service team. We’re here to help!
A tracking number or ID is a combination of numbers and possibly letters that uniquely identifies your shipment for national or international tracking.
Usually, the shipper or online shop is able to provide the tracking number or ID. If you have ordered a product in an online shop, the confirmation email or shipment tracking notification often contains the tracking number or ID. If not, please contact your shipper or online shop.
-
Tracking events usually appear 24-48 hours after receiving the Track and Trace ID. In general, once the shipment has reached our facility, a tracking event will appear.
-
Please make sure you entered the correct tracking number in the correct format: Check for minimum length of 5 characters, and if there are any special characters in your input. Tab, comma, space and semicolon are understood as separators between several tracking IDs.
If your tracking ID is not working, please contact your shipper or online shop.