Shipping Policy
How we handle shipments: where we deliver, how long it takes, tracking, packaging, customs and what to do if something goes wrong.
1. Where we ship
We ship to destinations worldwide, including remote locations. For the final stage of some deliveries we work with local delivery partners.
2. Delivery times
Delivery times depend on the service you choose and the destination:
| Service | Domestic | International |
|---|---|---|
| Air Express | 1–2 working days | 1–5 working days |
| Air Standard | 2–4 working days | 5–10 working days |
| Sea Freight (FCL) | N/A | 15–30 working days |
| Sea Freight (LCL) | N/A | 20–45 working days |
| Road Freight | 1–3 working days | 2–10 working days |
These are estimates. International times do not include customs clearance. Air is the fastest option for urgent shipments, and sea freight is the most economical for large or heavy cargo.
3. Tracking
Every shipment gets its own tracking number. You can follow its progress on our tracking page, with the tracking form at the bottom of any page on this website, or by contacting our support team with your tracking number.
4. Packaging
Shipments must be packaged properly to arrive safely. We recommend that you:
- Use a sturdy new corrugated box that suits the size and weight of the contents
- Wrap fragile items individually in bubble wrap or foam
- Fill any empty space with packing material so nothing can move
- Seal every seam with strong packing tape at least 48 mm (2 in) wide
- Put the sender and recipient addresses clearly on the outside
- Place a copy of the address label inside the package
If you would rather not pack fragile or high-value items yourself, our packaging service can do it for you.
5. Customs and documents
For international shipments, you must provide accurate customs documents, including a commercial invoice with a clear description and declared value, a packing list with contents and weights, and any permits, certificates or licenses needed for restricted goods. The shipper is responsible for delays or penalties caused by inaccurate or incomplete customs declarations.
6. Lost or damaged shipments
If a shipment is lost or damaged, report it to us within 30 days of the expected delivery date. Keep the original packaging, take photos of any damage, and send us your tracking number with proof of value, such as an invoice or receipt. Our claims team will investigate and reply within 10 working days.
7. Contact us
For shipping questions, quotes or support, contact us at any time:
Prime Cargo Mail
Email: info@primecargomail.com
Phone: +1 (973) 409-6640