Quotes & Bookings:

020 8363 9999

Whether you have an account query, or need advice on sending your shipment, you'll find all the answers below.


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Query an Invoice

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Surcharge Information

Fuel Surcharge

Equator Worldwide charge a flexible fuel surcharge in line with the markets and carriers. The surcharge will change each month in relation to the monthly average spot prices for Kerosene / Jet fuel. Please contact Customer Services for information on the current fuel surcharges.

Remote Area Surcharge (RAS)

A Remote Area Surcharge is payable where a suburb/town or zipcode is difficult to serve. This applies for both collections and deliveries.

Please use the following links to check if applicable to your chosen carrier.

DHL Remote Areas (PDF)

TNT Remote Areas (PDF)

Fedex Remote Areas (PDF)

UPS Remote Areas (PDF)

HM Customs (link)

Commodity code classifications (link)


Despatch Packing & Paperwork

To ensure your shipment arrives in the same condition as when it was collected we advise all customers to take particular care when selecting packing materials. If you are unsure what packing materials to use or do not have packing facilities we can arrange separate collection and professional packing on request.

Our online systems generate labels (airwaybills) and commercial invoices as well as a driver’s collection manifest for our driver to sign on collection.

Where the carrier is collecting directly from you we’ll generate and email over the required carrier labels so your shipment can be fully prepared for despatch prior to the driver’s arrival.

Commercial or Pro-forma invoices are required when sending anything other than documents to a destination outside the EU. You can download a template here. Please affix 4 originally signed copies of these to the outside of your shipment for customs purposes.

EU Destinations:

Austria Estonia Italy Portugal
Belgium Finland Latvia Romania
Bulgaria France Lithuania Slovakia
Croatia Germany Luxembourg Slovenia
Cyprus Greece Malta Spain (ex. Canary Isles)
Czech Republic Hungary Netherlands Sweden
Denmark Ireland Poland UK
Tracking & Proof of Delivery

When booking you have the option of sending a ‘Pre-Alert’ to the receiver confirming you’ve sent their shipment and providing a live tracking link allowing them to track it’s progress and view POD information.

You can also track shipments online and email Proof of Delivery details straight off our web page for speed and convenience.

Our automated systems can also be set to alert you or your systems by email of tracking and delivery updates in a variety of data and text formats.

Invoicing & Payment

Payment can be made by bank transfer, cheque, cash, Paypal and most credit and debit cards. Account customers are e-invoiced weekly in a variety of formats and invoices can be sent to more than one email address on request. Our payment terms are 30 days from date of invoice.

Make a payment online

Volumetric Weight Calculations

In line with our partners all shipments are charged by the greater of the deadweight or the volumetric weight and our online booking systems incorporate deadweight/volumetric weight calculators.

These are calculated by multiplying the Length X Height X Depth and dividing by the service divisor which should be clarified with Customer Services at the time of quoting/booking.

Size & Weight Restrictions

To facilitate loading of vehicles and aircraft size and weight restrictions apply to all services and should be clarified with Customer Services when quoting or booking.

Oversize items can be accommodated in most cases but surcharges may apply without prior notification.

All shipments must be able to be turned and laid down; regrettably we cannot adhere to ‘This Way Up’ requirements.

Restricted Goods

Depending on destination, mode of transport and Customs Import restrictions, the following goods may not be acceptable for carriage. Please call for further details. Alcohol, Cosmetics, Dry Ice, Personal Effects, Pharmaceuticals.

We regret that the following items are not acceptable generally but can in some instances be accommodated on special services. Please call for further details. Antiques, Blank Travellers Cheques, Bonds, Bullion & Cash/Currency, Cut Flowers, Dangerous Goods, Firearms / Weapons, Foodstuffs, Glass, Human Remains, Ivory, Jewellery,Liquids, Livestock, Negotiable Stocks, Perishables, Plants, Pornography, Precious Stones, Seeds, Shipside Spares, Works of Art.

Equator Worldwide cannot be held responsible for the delivery, non-delivery or return of restricted or prohibited items whether declared or non-declared prior to collection.


For total peace of mind, we can arrange insurance for you on almost any item you wish to ship with us at highly competitive rates.

Insurance must be pre-arranged with Equator when booking (before goods are collected into our care) and customers should be aware that cover will not be in effect unless pre-arranged as per our Terms & Conditions. Please call or check here for details of cover available.

Customs Duties & Taxes

All customs duties and taxes by default will be charged to the consignee. We can provide a DDP (Delivered Duty Paid) service to certain countries with prior arrangement to have customs duties and taxes charged to the shipper. Please call for further details and applicable surcharges

Un-Delivered Shipments

Please note that if a shipment cannot be delivered within 5 days the consignment will usually be returned to the sender. All charges applicable for the return will be billed to the customer. Please ensure your shipment documentation contains receivers contact name and phone numbers to minimise any delivery delays.

Quotations, Invoicing & Payment

All quotes given exclude VAT and any surcharges unless otherwise stated. Consignments will be invoiced at the greater of the actual or volumetric weight and/or the greater of any check weight or declared weight. Equator will endeavour to notify the customer of any weight or volumetric discrepancies but cannot be held liable should the customer not be notified prior to invoicing.

Transit Times

Transit times quoted are in working days for documents only and are based on main business centres. All transit times are subject to flight and service availability.

Special deliveries before 0900, 1030, 1200 or Saturday, Same Day, and/or when insurance cover is required must be pre-advised to Equator prior to collection. Surcharges may apply to special deliveries.

Standard Trading Conditions

All consignments are carried exclusively under BIFA 2005A Standard Trading Conditions which you can download here.

Privacy Policy

Cancellation & Refund Policy

If you cancel a shipment prior to collection we will refund all pre-paid charges in full. If the shipment has been collected but not shipped we will levy a handling charge commensurate with the costs incurred. If the shipment has already been shipped/exported we are unable to refund any pre-payment.

Timescales for making refund claims vary as per the mode of transport and service requested, ie express shipments are exported daily whilst road shipments may be exported twice weekly. Please therefore contact us asap should you need to cancel or amend your shipment.

All shipments are shipped subject to BIFA ( British International Freight Association) Standard Trading Conditions 2005A - Copies available on request.


What our customers say:


“The dot that appears over the letter 'i' is called a tittle”

International Specialists
Exports, Imports, Crossborders , Remotes, UK Wide Collections

Automatic Updates
Real time email tracking and delivery updates

Easy Booking
Online, by phone or email for convenience and personal service

Special quotes
For heavy or multiple shipments emailed to you within minutes

No Restrictions
Express and Economy services for all sizes and weights

Convenient Pickup
Using our own vehicles or direct by carrier

Reactive Team
Fast and achievable response to any enquiry

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