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We want to give you fast answers so you can keep enjoying ShipLowCost.com. Below is a list of the most common questions and issues we get from our users. Simply click on the item below to get your answer.

  • Q1. What is ShipLowCost?
    A1.

    ShipLowCost.com is another innovative solution that was inspired by the increasing trend in the concept of buying from online shops as against the typical brick and mortar stores.  The idea was to help both the private individual and the business client in their online shopping by providing a simple yet effective tool to manage in a similar way the logistical aspect of the online purchase/s.

    ShipLowCost.com is an online portal that not only provides you with a Low-cost freight price on demand any time and day of the week, but also it will guide you all the way through with the least of hassle.  
    So just sit back and relax. We have opened for you a whole new world of shopping experience in the comfort of your own home or office. Our transport solutions are available from the biggest European markets that are UK, France, Germany, Italy, Sicily, Spain, The Netherlands and Austria, as well as EXPORT SERVICE from Malta to any country in the WORLD! 

  • Q2. What are the benefits of using ShipLowCost?
    A2.

    The ShipLowCost service will allow you to;

    • Take advantage of the free delivery services provided for by the online shops to their respective country and then enjoy our low-cost transport prices to get your stuff delivered to your door in a very short span of time.
    • No more size and weight limitations * see Q8 on our customer service page
    • No more problems associated with buying from stores or EBay sellers that do not ship internationally.
    • No more paying exaggerated post and courier fees that do not make the purchase worthwhile anymore.
    • No worries about buying at night, this is a 24/7 online service, easy to use!
    • No need to take a day off from work, all Transport and Shipping solutions are now just a mouse click away.
    • Send consignments to any destination of your liking with our cost-effective service
    • Buy packaging materials directly on our website
    • Send consignments to any destination of your liking with our cost-effective service 
    • Buy Packaging Materials directly on  our website for your export order

     


  • Q3. How does it work?
    A3.

    Simply book your order on our website, after making your necessary arrangements with the seller / buyer.  Leave the rest to us   Please click here for more information

  • Q4. How much does it cost?
    A4.

    Enter the number of colli, dimensions and weight of your consignment in the calculator after selecting the from and to country and click on 'get quote'

  • Q5. Can I get an import quote if I do not have the dimensions and weight of the item?
    A5.

    We always suggest to ask the supplier for the packed dimensions and weight so an accurate booking can be placed. If this is not possible, one can make use of the 'measure my parcel' option. Using the measure my parcel, will let you proceed with a booking, goods are then measured upon arrival in Malta and you'll be notified of the additional cost to be paid.

  • Q6. Can I combine transport for items delivered separately?
    A6.

     

    We do not offer consolidation service, therefore a separate booking is to be placed on our website for each consignment delivered separately at the hub.

     

  • Q7. What is the maximum size or weight that I can ship using the ShipLowCost service?
    A7.

    There are no such restrictions in the size and weight for a particular shipment as long as this does not exceed the legal limitations of a road trailer. Nevertheless to make things simple we have done a threshold in our website to limit the size of a single object being over 3.5mtrs in length, 2.4mtrs in width, 2.7mtrs in height or having a gross weight of over 1500kgs.   Should you have any shipment which exceeds the mentioned dimensions kindly contact our customer care on support@shiplowcost.com

  • Q8. How do I get quote if I have multiple items from the same supplier and delivered together?
    A8.

    Start by entering the dimensions and weight of the 1st item, select hub and click on ‘ get quote’, then click on ‘ok, add to shipment’ and ‘continue shopping’. Proceed by clicking on ‘continue shopping’ to be able to enter the dimensions and weight of the consecutive item.


  • Q9. How do I book my Order?
    A9.

    Register / Login, proceed with the selection of countries from the drop down menu, click on 'Proceed', enter the dimensions, weight and quantity, click on calculate, add to shipment, enter the required details and proceed to payment.

  • Q10. From where can I view the hub address?
    A10.

    Once you register on our website you will be able to view the full hub address, which also include your unique ShipLowCost Identification Number.  Kindly ensure to include this when forwarding our hub address to your supplier.


     

  • Q11. How should my parcel be addressed?
    A11.

    It is very important that your parcel is addressed to your unique ShipLowCost Identification Number as listed on your profile.
    See Example below:

    SLC001

    ShipLowCost C/O

    Twin Wheel Logistics Ltd.

    Unit 11D, Cliffside Ind. Est. Askew Farm Lane

    Grays, Essex, RM17 5XR,

    UK


  • Q12. Why is my item being refused and returned back to my supplier?
    A12.

    The reasons why consignments would be refused at our Hubs are as follows;

    Not Marked – if your boxes are not marked to identify the number of packages that are being delivered. for example if you have 2 items being delivered they would need to be marked 1 out of 2 and 2 out of 2.

    Incomplete number of packages - if the boxes are marked 1 out of 3 for example and only 1 or 2 are being delivered.

    No Name or SLC number is written on the consignments. 

    Lastly is if any signs of damage which effects the contents are noticed upon delivery.

    Kindly revert back to your supplier/courier service to clarify the reason of refusal. 

     


  • Q13. How will you recognise my parcel when you receive it at the hub?
    A13.

     

    We will recognise your parcel by your unique ShipLowCost Identification Number, this will enable us to assign to your booking and forward transport to Malta.

     

  • Q14. I need to purchase an item from outside Europe? Do you have any hubs?
    A14.

    We do not have any hubs outside Europe, however if your supplier agrees to deliver to one of our hubs and effect relative paperwork, it would be possible for us to then deliver your goods from our hub to your address in Malta.

    Please be aware that Customs duties apply when goods originate from countries outside the European Union,  which we kindly ask you to check beforehand with your supplier.  Custom charges can be paid directly from your end, otherwise they can be paid by our counterparts and then we'll forward the charges to you + an admin fee of €22.00 (inc. VAT).

  • Q15. Can I track my item?
    A15.

     

    You may track your item directly on your Profile dashboard, clicking on the tracking number on the order confirmation or by entering the tracking number on the track your shipment tab on our homepage

     

  • Q16. When should the packages be delivered to your hub for loading on same week’s trailer?
    A16.

    To ensure loading on same week’s trailer your packages are to be delivered by:
    •Thursday 10am to the hubs in:
     Austria, Germany, France, The Netherlands, Spain and UK
    •Friday 10am to the hub in:
    Italy

  • Q17. What are the departure times from Sicily?
    A17.

     

    Our trailer loads and departs from Sicily every Monday, Wednesday and Saturday for arrival in Malta the following day.

     


     

  • Q18. When will I receive my order in Malta?
    A18.

    Trailers from Austria, Germany, France, The Netherlands, Spain and UK, depart on Thursday for arrival in Malta the following Tuesday.
    •Trailers from Italy depart on Friday for arrival in Malta on Tuesday.


    At booking stage on our website you can either opt for delivery which is carried out within 2 working days from arrival in Malta, otherwise you may opt for pick up in which case goods would be available for collection from our office in Luqa the next working day from arrival in Malta.

  • Q19. Will you deliver my parcel?
    A19.

     

    At booking stage you can opt for delivery, if so we will deliver your package within 2 working days from arrival date in Malta therefore for goods arriving in Malta on Tuesday, delivery will be carried out between Wednesday and Thursday.

     

  • Q20. Do you call before effecting delivery?
    A20.

    We aim to deliver in a timely manner, we do not normally call before effecting delivery however tracking status will be updated to In Delivery on the day delivery is scheduled.

  • Q21. What happens if I miss a delivery?
    A21.

    If we come and miss you, our delivery team will leave you a note and 2nd attempt will be carried out within 2 working days. On failure of the 2nd delivery attempt, order will be brought to our Malta Hub and a notification will be sent by email as soon as the order is available for pick up.

  • Q22. Is there an additional cost for local delivery?
    A22.

     

    If your package exceeds 300kgs or 1cbm (whichever the greatest) a local delivery charge applies, of which you will be notified before processing payment. Otherwise local delivery up to kerbside is free of charge.

  • Q23. Can I collect my order instead of having it delivered?
    A23.

    At booking stage, you may opt for pick up from our office in Luqa, goods are normally available for pick up on Wednesday morning.  You will be notified by email as soon as your order can be picked up.

  • Q24. Is insurance included? Can I Insure my goods?
    A24.

     

    Shiplowcost will only cover up to €50 in case the shipment is lost or damaged in transit. Not opting for insurance means  you will take the full risk. You can insure your goods by entering the shipment value + shipping costs at booking stage and select 'Yes, I want to take insurance cover'.

  • Q25. Can I change my delivery address?
    A25.

    You can change your delivery address before your order arrives in Malta. To do so, please add your new address in your shiplowcost profile and send us an email on support@shiplowcost.com informing us about the change.

  • Q26. My supplier is requesting an export certificate, where do I get this?
    A26.

    An export certificate can be purchased on our website as proof that goods will be exported from the UK hub to Malta.  To purchase the export certificate please log in on your ShipLowCost profile, go to My Account > My Orders - select order and then click on Export Certificate and enter the requested information.  
    The cost for the Export Certificate is €9.50, once payment is settled the certificate will be available for download.

  • Q27. Can I cancel my booking if my items still haven’t been delivered to your hub?
    A27.

    Full refund will only apply when cancelling orders before these are delivered to our international hubs.  Orders may not be cancelled once the shipment has left the hub and is in transit.  

  • Q28. What if I need to return back the goods to origin?
    A28.

    You may proceed by booking an export order directly on our homepage

  • Q29. Can you collect my goods from the supplier’s address?
    A29.

     

    Collection service is not offered by ShipLowCost, for Door to Door service, please contact our Mother Company, Express Trailers on +356 21 242 311 / sales@expressgroup.com for a quote and more information.

  • Q30. Do you transport Vehicles ?
    A30.

     

    For vehicle transport, please contact Express Trailers on +356 21 242 311 / sales@expressgroup.com

  • Q31. Is Vat included in the prices supplied on your website?
    A31.

     

    When getting a quote on our online calculator, both rates will be shown (ie. excluding and including VAT).  Final payment is inclusive of VAT.

  • Q32. Are there any restricted items?
    A32.

     

    Yes. There are particular items which are either restricted by law to be carried in a regular international transport service or not covered by the company’s liability insurance and following is a list of typical products that cannot be shipped via this service which include though not limited to; articles of unusual value such as (coins, currency, postage stamps, negotiable instruments), firearms, live ammunition, precious metals, precious stones, ivory, industrial diamonds, letter of credit shipments, live animals, pornographic material, drugs prohibited by law and dangerous goods.

     

  • Q33. Is there any restriction on the value of goods?
    A33.

    If your product is worth more than €10000 we would like to be informed. Please contact our customer care department on support@shiplowcost.com to arrange your delivery.

  • Q34. When can my supplier deliver?
    A34.

     

    Our hubs are open from Monday to Friday between 9am-5pm, please inform your supplier to deliver between these opening hours. 

  • Q35. Can I export my consignment anywhere?
    A35.

    Indeed, you can export wherever you want around the world, as we offer an exhaustive export service which allows you to send your items at your preferred final destination.

  • Q36. Which kind of products can I send from your Malta hub? Are there any items restricted for exports service?
    A36.

    Yes, same as the import service some items are restricted. These items are either restricted by law for the carriage in a standard international transport service or not covered by the company’s liability insurance and following is a list of typical products that cannot be shipped via this service, which include though not limited to;  unpacked parcels, sheet metal, demijohns, boats, farm machinery, motor vehicles, uncrated motorcycles, goods difficult to stack or handle, crates or machinery which cannot be palletised and any prohibited article as defined by any Maltese or International public authorities depending on the final destination of the goods, including, but not limited to, articles of unusual value such as (coins, currency, postage stamps, negotiable instruments, paintings, antique furniture, non-reproducible items and documents), firearms, live ammunition,  precious metals, precious stones, ivory, industrial diamonds, letter of credit shipments, live animals, pornographic material, medical waste or materials for medical and/or biological research, drugs prohibited by law and dangerous goods. Under applicable law, certain goods may only be transported under prescribed conditions. Perishable commodities or commodities requiring protection from heat or cold will be accepted for transportation solely at the shipper’s risk for any damage arising from the transportation. Any personal effects, including travel bags and luggage must be packed inside carton boxes for shipping.

  • Q37. How should my parcel be addressed?
    A37.

    You must enter the precise address of the destination and the receiver’s name and contact information at booking stage on our website.  Once booking is complete on our website a label/s will be available for printing and this should be affixed to your consignment.  At booking stage you could as well opt for us to print the label and affix to your goods once these reach our Malta hub.

  • Q38. What is the difference between palletized and non-palletized shipment?
    A38.

    You have to determine if you need to palletize your shipment or otherwise leave as loose cartons (non-palletized). If you have several items which are destined to the same delivery address, palletizing the goods would allow you to consolidate the shipment and ease the freight movements, thus making sure that all goods travel together safer with a lesser chance for any of the packages to get lost or misplaced in transit. You can opt for a non-palletized freight if you have one or few loose items.  Please refer to question #39 for more information on how to pack your consignment.

  • Q39. What is your advice to pack my non-palletized shipment ?
    A39.

    For a non-palletized shipment you should choose a box or a crate to pack your consignment safely.  One can find a vast selection of packaging material at our online Mini Shop to enhance protection against any possible damages during transit. If you choose to reuse an old box make sure to remove all the previous labels in order to avoid a misunderstanding during the transportation. Before you place the items into the box we suggest you to wrap it in protective material such as bubble wrap and fill the box with newspapers or packing blankets. The appropriate material depends on the shipment contents. If the shipment contains fragile items, we suggest you to double box your items by placing inside a larger box and separate them by loose fill. Once the item has been placed safely inside the box, you have to close up the box and seal along any edges with a high-quality tape. You could also add some reinforcement to the edges to protect them from folding. There are many videos and tips online that could answer many of the questions and concerns about packaging your stuff safely for shipping. Finally, once goods are ready and packed to go, just affix the export label and either await for our team to collect from your place or else you may bring to our Malta hub at your convenience during our opening hours.


  • Q40. What is your advice to pack my palletized shipment ?
    A40.

    For a palletized shipment, all boxes can be placed on a pallet as long as they have the same receiving address. First of all, you have to select a pallet large enough to carry all your goods. It is important that cartons are placed properly on pallet preferably without much space in between and none of the cartons are protruding from the pallet as this could cause damages to the contents during loading / unloading operations. You can get everything you need to pack your shipment directly at our online Mini Shop, from the box to the bubble wrap, but also the pallet as well as the shrink-wrap. If you choose to reuse old carton boxes, make sure to remove all the previous labels in order to avoid any misunderstanding during the transportation. Make sure that your pallet is in good condition to ensure safe handling during loading and unloading operations and to minimize the risk of damages during the transport. Our advise is to keep the top layer flat in order to prevent the damage of singled out cartons when goods are top loaded with other cargo in transit.  If you have several layers, we advise you to place a cardboard sheet in between to distribute the weight evenly. Finally, you can wrap the pallet by using shrink wrap to stabilize the boxes and protect them while in transit. You can also reinforce the pallet by adding corner boards and metal or plastic straps which would provide an additional protection to your shipment. Finally, once goods are ready and packed to go, just affix the export label on the pallet where visible and either await for our team to collect from your place or else you may bring to our Malta hub at your convenience during our opening hours.


  • Q41. What do I have to do to prepare my goods for you to collect my shipment?
    A41.

    If you choose to have your order collected by our team from your address, make sure to check that each box is securely packed and sealed.  If you opted to print the label yourself ensure to affix it, if you opted for label printing at our Malta hub, rest assured that this will be affixed as soon as your order reaches our Malta hub.

  • Q42. Can you collect my export consignment from home ?
    A42.

    Of course, simply opt for collection at booking stage and select your preferred time frame ie: Morning / Afternoon / Anytime, our team will contact you prior arriving at your address.  Consignments are collected from the kerbside.

  • Q43. What are the transit times for an export consignment?
    A43.

    Estimated Transit Time shown at booking stage commences once trailer is loaded on the vessel.  Transit times depend on the destination, and on the service opted for. At booking stage approximate transit time is visible for each service offered. Any given transit time shown on the website is just an indication based on the average transit time of a number of trips and in no way can this be taken as a guarantee or a definitive time of arrival. Transit time will depend on a number of factors which cannot always be forecasted including but not limited to weather, public holidays in transit countries, sudden change of schedules by vessel, airline operators and third party service providers. ShipLowCost will do its utmost to keep up with given transit times but cannot be held liable for delays or any other repercussions resulting from a delayed shipment.

  • Q44. If I opt to drop off my shipment, where should I bring it?
    A44.

    You must drop your consignment at our Malta hub: ShipLowCost, Express Warehouse, Triq L-Ingiered, Luqa LQA 3304 – Open from Monday to Friday between 08:30 to 13:00 and 14:00 till 16:30.

  • Q45. When will my shipment depart from Malta and what is the cut off time ?
    A45.

    For Standard and Economy Service cut off time is Monday and Friday at 10am for loading on the same day departing trailer.  For expedited service we have daily departures for consignments received at our Malta hub by 1pm.

  • Q46. Will I be notified when my order has been delivered to its destination?
    A46.

    You can track the status of your order directly on your Dashboard by logging in on your ShipLowCost profile.  A notification will be sent to you by email once the consignment reaches its final destination.

  • Q47. Can I insure my export shipment? What if I don’t insure my shipment ?
    A47.

    Yes, you can opt for insurance at booking stage at a small additional cost.  Once you add insurance cost will be visible on screen. In the event that insurance is not added to the order, one would be taking the full risk should any damages / loss occur during transit. Our liability is governed by the conditions as stipulated in the Convention on the Contract for the International Carriage of Goods by Road (CMR)

  • Q48. Do you offer packaging materials ?
    A48.

    Yes we offer a vast selection of packaging materials on our Mini Shop. You may access our online packaging shop by clicking the Mini Shop tab found on the upper right corner of the homepage.

  • Q49. Can I get a free quote to evaluate the cost of my export consignment?
    A49.

    Of course, you can get an instant quote directly on our website free of charge with no obligation.

  • Q50. Can I ship ADR goods through ShipLowCost service?
    A50.

    Regrettably, ADR goods cannot be transported through ShipLowCost service.  We kindly suggest you to contact our Mother Company - Express Trailers on +356 21 242 311 / sales@expressgroup.com for a quote.

  • Q51. What happens if my package is delivered without a name?
    A51.

    Normally packages without a name are refused however if the consignment is accepted it will be held in storage until a signed Proof Of Delivery is presented by the receiver for goods to be identified.  Storage charges apply and are set as follows:  €2.80 per package per week / €6.95 per pallet per week

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ShipLowCost.com

Express Trailers Ltd
Express Warehouse, Triq L-Ingiered
Luqa LQA 3304,
MALTA


Tel: (+356) 2558 9999
Email: support@shiplowcost.com

 

 Update of address

To serve you better, we are currently in the process of upgrading all customers' address format. In order to be able to proceed with the order's finalisation, we kindly invite you to go to your dashboard and update the following:

  • Billing Address
  • Delivery Address

Go to Dashboard