Quick answers to the most common questions. Didn’t find yours? Contact our support team.
General Shipping
How do I get a shipping quote?
Use our Quote Calculator on the homepage or visit our Get a Quote page. Enter weight, dimensions, origin, and destination for an instant estimate.
What items are prohibited?
We do not ship hazardous materials (lithium batteries over certain limits), flammable liquids, weapons, or perishable goods without prior approval. See our full Prohibited Items List.
Do you offer free packaging?
We offer free poly mailers for small business accounts. Boxes and envelopes are available for purchase at cost. International express shipments include a free plastic pouch for documents.
Tracking & Delivery
Where is my tracking number?
Your tracking number is sent via email, WhatsApp and/or SMS as soon as the label is created. Check your spam folder. If you still can’t find it, contact support with your order reference.
Can I change the delivery address after shipping?
Yes, but only before the package is out for delivery. A small rerouting fee ($5–$15) applies. Contact us immediately.
What if no one is home to receive the package?
Our driver will leave a notice. You can reschedule online, authorize a “leave without signature,” or pick up from our local depot (where available).
International & Customs
Will I pay customs duties and taxes?
It depends on the destination country’s laws. We offer two options: DDP (Delivered Duty Paid – we collect at checkout) or DDU (recipient pays upon arrival). We always show estimates before you ship.
How long does customs clearance take?
Most shipments clear within 24–48 hours. Delays happen if paperwork is missing or incorrect. Our customs brokerage service guarantees proper documentation in a timely manner.
Do you ship to PO boxes?
For international, no – customs requires a physical address. For domestic, yes, but only via standard postal handoff (no signature or tracking guarantee).
Claims & Insurance
What is covered by the free $100 insurance?
Loss or damage caused by GHL Xpress. Excludes natural disasters, improper packaging, or prohibited items. Full terms in our Shipping Policy.
How do I file a claim?
Submit a claim within 14 days of delivery (or expected delivery date for lost packages). Email cargo@ghlxpress.com. Attach photos of damage and original receipt.
How long does a claim take?
5–10 business days for review. Approved claims are paid within 30 days.
Business & E-commerce
Do you integrate with Shopify or WooCommerce?
Yes. Our plugin syncs orders, prints labels, and sends tracking back to your store. Available for Shopify, WooCommerce, Magento, and custom APIs.
What are your volume discounts?
Starting at 50 shipments/month, you get 10% off base rates. At 500+/month, contact sales for custom pricing.
Can you store my inventory and ship on demand?
Absolutely. Our Fulfillment Service includes storage, pick & pack, and same-day dispatch. Inquire for rates.
Still have questions? Email us or send us a quick message on WhatsApp.
