FAQs

PREFER has always been committed to customer service, anticipating needs and providing the highest level of service and reliability at all times.

1) When Will my Shipment arrive ?
Ans- The Tracking can provide up-to-date information on your shipment location.

2) What payment method ca I use with PREFER?
Ans- A PREFER account is highly recommended if you ship frequently. This offers you negotiated price savings and the opportunity to pay by monthly invoice. Less frequent shippers can pay by cash or credit card.

3) How do I make a loss/damage claim for a PREFER shipment that failed to arrive, or was damaged ?
Ans- If your shipment failed to arrive, it is important that you contact customer service with an accurate description of the goods and their packaging as soon as possible. Our “found shipment centers” hold on to items that were not properly addressed or that became detached from their packaging. It is possible that they will be able to reunite you with your shipment. If this fails, please contact customer service to file a report. Please note that damage to goods in transit is frequently the result of inadequate packaging.

4) What is the maximum size of package that I can send?
Ans-Due to the size of the door openings on our vans and planes, we ask that a shipment does not exceed 120 cm in dimension. We will be pleased to advise and arrange carriage of any larger items for you. In addition, for the safety of our couriers, we require notification of shipments over 50kg in weight.

5) I have tracked a shipment and been told to contact PREFER. Why is this ?
Ans-This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting customer service.

6) How do I calculate dimensional weight?
Ans-For all Express shipments to any other country, dimensional weight is calculated by the following formula: Length x Width x Height (all jn cm )/ 5000, communicated from time to time by PREFER. PREFER reserves the right to assess transportation charges based on dimensional weight for all shipments.

7) What is the difference between "document" and "non-document" or “product” shipments for international shipping?
Ans-A "document" shipment includes paper of little or no commercial value such as business correspondence, and generally doesn't require a Commercial Invoice. A "non-document" or “product” shipment defines all other shipments and printed materials of value. Examples include clothing, automobile parts, sports equipment, books, etc. All non-document international shipments require a Commercial Invoice.