Booking

Cargo details

Can I ship cargo that needs to be kept at a specific temperature?: We can currently not accept any types of cargo that is in requirements of temper...
Which commodity types can I ship?: We allow a large variety of commodity types to be loaded in our dry containers a...
Can I still book if I am not sure about the cargo details?: During the booking process we will ask you to select the type of commodity you w...
Do I need to input the accurate cargo weight and volume at the booking stage?: During the booking process we will ask you to inform us about estimated cargo we...
Can I insert my own internal reference Purchase Order number in my bookings?: During the booking process you will be able to insert your own internal referenc...
Do you allow the shipment of personal effects?: We allow VAT registered moving companies to place bookings where commodity is pe...
Do you allow the shipment of dangerous cargo?: We do not accept any shipment containing cargo hazardous cargo, also know as dan...
Are there any restricted commodity types that I am not allowed to ship?: If the commodity is not available it means that we do not support shipping that ...

Additional charges

Can I see a full breakdown of all the transportation costs I need to pay?: During the booking journey, we will display the total cost of transportation you...
Can other charges occur that are not displayed when booking?: The price we display on the platform during your booking journey is the price yo...
Will I be able to see additional charges that have been included in my total booking cost?: You will be able to see what you can expect to be invoiced and what your partner...

Supplier and buyer details

Will my partner's details be saved?: If you created a new partner during the booking journey, we will automatically s...
Why do you need my partner's details?: After the booking has been placed, there is a series of actions that both a supp...
Can I edit my partner's details after the booking?: We will use the details that you have inserted during the booking journey....
Can I edit contact details after the booking?: We will use the details that you have inserted during the booking journey....
What if I do not want to show contact details?: We require contact details and information for both supplier and buyer, so we ma...

Pre-booking

What happens if my expected pick-up date is surpassed without a price being available?: We aim to offer prices in every case, but sometimes due to practical reasons it ...
Can I cancel the 'Reserve your shipment' / 'Pre-booking' if I do not agree with the offered price?: Yes, you can reject the prices offered on the pre-booking and the pre-booking wi...
If I cancel the 'Reserve your shipment' / 'Pre-booking' will I be invoiced with a cancellation fee?: We offer free cancellation until we send out the booking confirmation....
When can I expect to be notified around price availability?: We respect your time and do not send unnecessary emails. We will send you the pr...
Does a 'Reserve your shipment' / 'Pre-booking' guarantee space?: Reserve your shipment / pre-booking notifies you when we have the prices for the...
What does it mean to 'Reserve your shipment' or 'Pre-book'?: We aim to offer you prices for every search you make, but sometimes it is not po...

Search schedules

What transport combinations are available?: We offer end-to-end transportation solutions covering your shipment needs – incl...
When searching 'From' and 'To' what is the difference between 'City' and 'Port'?: When you start your search you can choose the length of the transportation you w...
What does 'Import' and 'Export' mean?: When selecting 'Import', this indicates that you are located at the destination ...
What if I can't find the 'City' or 'Port' I'm looking for?: In the event that you would not be able to find a particular city or port, this ...
What does loading priority mean?: Our loading priority is an equipment and space prioritisation for your freight -...
Can I be certain there are containers available for my cargo?: We are not able to guarantee equipment on our vessels for 100% of our bookings....
Does the loading priority apply for transshipments as well?: Yes, the loading priority applies for all vessel loadings....
Can I ship only individual pallets?: We always recommend to load your cargo on pallets before you load the cargo safe...
Can I decide the mode of inland transportation for my cargo?: You currently cannot select which type of transportation mode you would like to ...
Can I book inland transportation as a standalone service?: We currently do not offer the ability to book inland transportation only without...
What is the maximum possible weight and size of cargo I can ship?: Each container type has a maximum weight limit you are allowed to load into the ...
How do I place a booking on behalf of another company?: If your are authorised to place bookings on behalf of your buyers, you will be a...
What if I'm not sure which 'Port' or 'City' to choose?: We will help you out by displaying the ports that are nearby within a radius of ...
Can I place a booking from one country to another while my company is located in a different country?: Yes, you are able to place a booking where you and your company are located in a...
What does 'Port' and 'City' mean?: When you see the label 'PORT' that means the start or end point of your cargo wi...
What container types can I book with Twill?: We currently offer dry cargo in 20 foot - 40 foot - 40 foot (High Cube) and 45 f...
What does country of origin in shipping mean?: The country of origin refers to the country of manufacture, production, or growt...
Can I be certain there is space available for my cargo?: We are not able to guarantee space on our vessels for 100% of our bookings - as ...
What type of container or equipment can I use to ship my cargo?: There are many different types of containers and equipment available for shippin...

Compare prices

Can I negotiate the prices I see online?: All our prices are instantly available on the platform and will immediately appe...
Will I always see a price for every search I make?: In the case that we are not able to offer you a price for the search combination...
Can I use all Incoterms?: Twill is compliant with all Incoterms and the Incoterms of your booking will be ...
Does my price include free time in the form of demurrage?: In our price comparison page you will be able to see which standard free time de...
What is a daily rate?: Our daily rates are dynamic prices which are subject to daily changes. Using our...

Company details

What will happen after I fill in my company details?: Once we have received the requested company details, we initiate a vetting and c...
Can I get a booking confirmation without completing my company profile?: Until we have the required details requested in the completion of your company p...
Why do I need to insert my company details?: If you have not completed your company profile before you start booking, we will...
Can I book if I do not have a company?: We only allow VAT registered companies to place bookings. ...

Two-way commitment

What happens if I cannot deliver my cargo to the port of departure on time?: If you fail to notify Twill of cancellation of part or all cargo, or fail to del...
What happens if Twill delays my shipment?: If we fail to load your cargo on the booked vessel OR if there is a delay of mor...
What happens if I cancel my shipment?: If the container(s) or the shipment is cancelled up to 7 days before vessel depa...
What happens if I delay my shipment?: If you fail to meet the port deadline or cancel the container(s) within 7 days o...
How does the two-way commitment agreement work?: Our two way commitment product features competitive pricing with a loading guara...
What happens if Twill cancel my shipment?: If we fail to load your cargo on the booked vessel OR if there is a delay of mor...
What is the two-way commitment?: If we fail to load your cargo within 3 days before or after the scheduled depart...

Booking Confirmation

Will my suppliers or buyers be informed about the booking I have placed?: During the booking process, you are asked to provide your suppliers' or buyers' ...
How do I know if my booking is confirmed?: Once your booking has been confirmed, a booking confirmation will be available t...
How can I amend the details on my booking confirmation?: If you need to amend Booking Confirmation, please contact us through twillsuppor...
What could be the reasons for my booking confirmation not being released?: Once your booking has been placed, the booking confirmation should be released s...
Can I cancel a booking?: You can cancel your booking via our platform....
Can my buyers and suppliers also track the cargo?: Both buyers and suppliers can track a shipment by clicking on it in the platform...
How long does it take to confirm a booking?: We are committed to confirming or updating all booked shipments as soon as possi...
What do I need to pay attention to after I have placed my booking?: Depending on your role in the booking journey, you will have different tasks to ...
What if details are missing on my booking confirmation?: If you believe certain information is missing on your booking confirmation, we e...
How quickly will I know if my booking is accepted?: We are committed to confirming or updating shipments as soon as possible. You wi...
Can my buyers and suppliers also track my cargo?: Both buyer and supplier can track a shipment by clicking on it in the 'Shipment'...