Question 1

Can you ship any item?

Accepted Answer

No. We first check whether a specific item can be shipped legally. Some categories require permits, and some cannot be shipped at all.

Question 2

How quickly do you respond to inquiries?

Accepted Answer

For standard cargo, we respond during business hours once the description has been reviewed. Inquiries about shipments held at customs are handled as a priority.

Question 3

Do you work with businesses?

Accepted Answer

Yes. We support commercial import and export: contracts, specifications, product classification and clearance.

Question 4

Which locations do you serve?

Accepted Answer

We work across Ukraine remotely — documents, payment and approvals are handled online, while the shipment can be collected in your city. We also work with international senders and receivers.

Question 5

What should I do if customs requested additional documents?

Accepted Answer

Send us the text of the request along with any documents you already have. We'll identify the exact reason cited and prepare a response that addresses it directly.

Question 6

I received a letter from customs — what does it mean?

Accepted Answer

This is usually a request to confirm the value, origin, or purpose of the shipment. Send us the text of the letter and we'll explain what it means and what needs to be done.

Question 7

Why was my shipment held at customs?

Accepted Answer

Common reasons include insufficient documentation, a mismatch between declared and actual value, missing permits for the item's category, or random inspection.

Question 8

How long does it take to resolve a customs issue?

Accepted Answer

It depends on the reason for the hold and how quickly the sender or recipient responds. Simple cases are resolved within a few days; complex ones take longer.

Question 9

Can you help bypass customs restrictions?

Accepted Answer

No. We help resolve customs clearance issues within the framework of applicable law.

Question 10

How is the customs value of a shipment calculated?

Accepted Answer

Based on the invoice, the item's purchase price, insurance and shipping cost. If there are discrepancies, customs may request further confirmation.

Question 11

What happens if I don't respond to a customs request?

Accepted Answer

The shipment remains in temporary storage, and once the set deadline passes it may be returned to the sender or disposed of.

Question 12

Is it possible to legally reduce customs duties?

Accepted Answer

Yes, if the category, HS code and customs value are correctly determined. We check whether any exemptions apply and whether the charges have been calculated correctly.

Question 13

My shipment is with DHL — can you help?

Accepted Answer

Yes. We work with DHL shipments: we check the status, prepare the documents customs requires, and follow through until release.

Question 14

My shipment is with FedEx — what should I do?

Accepted Answer

Send us the tracking number and the text of the FedEx notice. We'll check the reason for the hold and prepare the required documents.

Question 15

My shipment is held at Ukrposhta — can you help?

Accepted Answer

Yes, we support clearance of Ukrposhta shipments, including parcels under customs control.

Question 16

Do you work with Meest?

Accepted Answer

Yes. We help with documents and communication for Meest shipments held at customs.

Question 17

What if my shipment is with EMS?

Accepted Answer

We work with EMS as well: we check the status, prepare the document package, and follow through until pickup.

Question 18

My shipment is with Nova Global — where do I start?

Accepted Answer

Send us the shipment number and a scan of the notice. We'll identify the reason for the hold and the next step.

Question 19

Can I ship cargo if I don't have documents from the seller?

Accepted Answer

We'll tell you exactly which documents are needed and how to obtain them. Without supporting documents, clearance is not possible for most categories.

Question 20

Which documents are usually required for customs clearance?

Accepted Answer

An invoice, proof of payment, and a description of the goods; certain categories also require certificates of conformity or permits.

Question 21

Is a contract required for clearance as an individual?

Accepted Answer

Not always. For personal shipments, an invoice and proof of payment are usually sufficient; a contract is required for commercial batches.

Question 22

Do you prepare the documents, or do I need to?

Accepted Answer

We prepare and check the full set of documents, and let you know exactly what you need to provide and in what form.

Question 23

Can dangerous goods be shipped?

Accepted Answer

Only in compliance with specific packaging, labeling and documentation requirements. We check whether transport of a specific item is permitted.

Question 24

How is shipping pharmaceuticals and medical products handled?

Accepted Answer

Registration documents are required, and in some cases a permit from the relevant authority. We confirm the requirements for the specific product.

Question 25

Can a shipment be insured?

Accepted Answer

Yes. For valuables, antiques and expensive equipment, we recommend insurance as standard practice.

Question 26

How are antiques and works of art shipped?

Accepted Answer

An expert appraisal is required, and often a permit for the export/import of cultural property. We handle the entire clearance process.

Question 27

How is the shipping cost calculated?

Accepted Answer

It's individual: cargo category, actual and volumetric weight, route, packaging, insurance and clearance.

Question 28

Can I get a preliminary estimate before we start?

Accepted Answer

Yes. Send us a description of the cargo and situation, and we'll provide a preliminary estimate of cost and timing before clearance begins.

Question 29

When do I need to pay for the service?

Accepted Answer

In most cases, payment is due once the customs matter is resolved and the final scope of work is clear.

Frequently asked questions

General questions

Customs issues

Carriers

Documents and clearance

Special cargo

Pricing and payment

Tell us about your shipment — we will confirm whether we can handle it