Shipment management

Amendments and changes

Are there details that cannot be amended?: Once you have placed the booking and received your booking confirmation, there a...
What are the parameters of the “Free Amendment”? What is included and what is not?: Free amendment means that requesting changes or amendments are free....
Can I split my booking into two or more individual shipments?: Once you have placed the booking and received your booking confirmation, we are ...
Can I change the departure date of my shipment?: If you want to change the departure date of your shipment, you can do this on ou...
Why is a change of equipment size/type considered a cancellation?: When we receive a booking on Twill, we start planning the loading of our vessels...
Can I amend the bookings after the booking has been initiated?: Once your booking has been initiated you will need to wait for a booking confirm...
Can I amend the bookings after the booking has been confirmed?: Once you have received the booking confirmation we will open up for processing a...
Can I merge several of my bookings into one?: Once you have placed two or more bookings and received your booking confirmation...
Can I add or delete equipment in my booking?: Yes, you can. If you need to add or delete containers, you can do so but it is s...
Can I change the size or type of container for my shipment?: Yes, you can. However, your booking is subject to: Repricing, Cancellation fee, ...
Can I change the destination (COD) of part of my cargo?: Unfortunately this is not supported yet in Twill. You will need to create a new ...
Can I change the origin (COO) of part of my cargo?: Unfortunately this is not supported yet in Twill. You will need to create a new ...
Can I amend the vessel or container type after a booking is submitted?: f you wish to make these changes, please contact our customer care team. Note: I...
Can I change the origin (COO) of my shipment?: Yes, you can change the origin of your shipment, however, this is subject to rep...
Can I amend the description of my cargo after booking?: You can amend the description of your cargo after booking. However, this can aff...
Can I change the destination (COD) of my cargo?: You can change the destination of your cargo. Please note, if the change of dest...
Can I change the vessel my shipment is on?: If you need to change to a different vessel or voyage than the one of the origin...

Quote

How long are rates valid?: Instant rates are valid the moment you see them! They follow the market, reflect...
How can I get a quote for the VGM service?: Since the quote may differ from country to country, contact your local support f...
What are the tariffs for Demurrage and Detention (Also known as DnD or D&D)?: During the booking process, in Step 2, where you can select your desired route, ...
How often do rates change?: Our instant competitive prices change according to the available space on the ve...
How can I get quotes for FMC regulated trades?: If you ship to or from FMC regulated trades, you can search our instant competit...
I can’t find schedules or quotes for the origin and destination that I need, who should I contact?: If you don't find a quote or a schedule, please contact our support team. You ca...
Are rates subject to any additional charges?: What you see on Twill is what you need to pay. Our customer care team will proac...

Fees

What is a no-show fee?: If Twill is not notified of the cancellation of containerised goods, including i...
Is there a fee for cancelling a booking?: If you wish to cancel your shipment - whether it's for part or all of the contai...
Are there any exceptions to fees like no-show or cancellation fees?: Force Majeure, Late gate-in and/or late release of the goods arising from custom...

VGM

How many methods exist to weigh my cargo?: The shipper needs to verify the gross mass of the containers by one of two permi...
Can I as a buyer fill in the Verified Gross Mass (VGM)?: The VGM details can only be submitted by the supplier....
Why is VGM important?: The weight - or VGM - of your cargo is important to ensure that it is properly h...
What is the Verified Gross Mass (VGM) deadline?: This deadline indicates when you should submit your VGM details at the latest....
How do I submit the Verified Gross Mass (VGM) for my container?: Once the booking is confirmed you will be required to submit your VGM details vi...
What is Verified Gross Mass (VGM)?: VGM stands for 'Verified Gross Mass'. A shipper is obliged to verify the gross m...

Import Security Filing (ISF)

What will be the consequences if Import Security Filing is not completed timely?: The penalties incurred for failing to submit an ISF within the required timefram...
When do I need to take care of Import Security Filing?: ISF is required to be filed no later than 24 hours before the cargo is loaded on...
What is Import Security Filing (ISF)?: The Importer Security Filing (ISF), which is also commonly known as 10+2 is requ...
Who is responsible for submitting Import Security Filing (ISF)?: The Importer is required to make sure the Importer Security Filing is submitted....
How do I know if my Import Security Filing has been completed timely?: If you chose Twill to arrange your Customs Clearance and ISF you will be able to...

Shipping instructions

Where and how can I find the HS code?: Your cargo needs to have the corresponding HS code for the commodities being tra...
Do I need to provide a Harmonized System (HS) code when submitting shipping Instructions?: The platform will advise you if you need to to provide a Harmonized System (HS) ...
Can I submit multiple Harmonized System (HS) codes in one container?: You can only submit one Harmonized System (HS) code per container. ...
What is the gross weight requested when placing a booking?: In shipping, gross weight includes the weight of the actual product being transp...
What if I’m using multiple package types when shipping?: In case you use multiple package types, you should input ‘Package’ as the packag...
How do I submit my shipping instructions?: The shipping instructions can be submitted online and the platform will guide yo...
What are shipping instructions?: Shipping Instructions or SI is a document that provides detailed specifications ...
Can I, as a buyer, fill in the shipping instructions?: The shipping instructions can only be submitted by the supplier via the platform...
What is the net weight requested when placing a booking?: The net weight is the weight of an item or product without adding the packaging ...
What is the shipping instructions deadline?: This deadline indicates when you should submit your shipping instructions. ...
When and how to use the marks and numbers field on shipping instructions?: Marks and Numbers is an optional field used to identify different pieces of carg...
What other details are mandatory when submitting shipping instructions?: The platform will advise you which details are mandatory and optional when submi...
Can I submit shipping instructions in my own language?: The shipping instructions can only be accepted using English while doing interna...
What are container seal numbers and how do I use them?: A container seal is a tag with a number that is secured around the lock of a shi...

Container pick up and delivery

Can I specify date/time of pick-up and delivery?: Via the platform you will be able to submit your request time and date for arran...
Will I be able to specify my delivery instructions?: We will prompt you or your partner to insert the details required to arrange lan...
Will I be able to request a preferred language of the driver?: You will not be able to chose the nationality or language of the driver that wil...
Will I be able to submit additional instructions?: If there's any change in your delivery instructions, you can amend it on the pla...
Will I be able to request delivery via chassis or side loader?: The prices we display around inland transportation are always based on a pick-up...

Track and Trace

How often will the milestones be updated?: We strive to give you the most up-to-date status of your shipment at all times, ...
Will I be able to see my deadlines?: Throughout the shipment journey there will be a sequence of tasks and deadlines ...
How many milestones is Twill tracking?: Based on the transportation length you wish to book we will display up to 9 mile...
What will happen if deadlines are changed?: Should any deadlines or timelines change to your shipments you will be kept up-t...
What happens if my bookings are delayed?: Should the event occur that there is going to be a delay in your shipment's plan...

Bill of Lading

What is a Switch Bill of Lading?: A Switch Bill of Lading is a second set of Bill of Lading issued by the carrier ...
How do I amend the Bill of Lading?: If you want to change any details on the Bill of Lading, you can submit your cha...
How can I apply for the Bill of Lading to be Telex released?: If you do not wish to have the Original Bill of Lading printed and sent to your ...
How do I return the Original Bill of Lading (OBL)?: When asked to return the Original Bill of Lading (OBL) for a shipment, you can r...
What happens if I lose my Bill of Lading?: Without the Original Bill of Lading, the release of your cargo will be put on ho...
Does Twill offer a Switch Bill of Lading?: Currently, we do not offer any Switch Bill of Lading options for shipments booke...
Who will be receiving the Bill of Lading once created?: The copy of the Bill of Lading will be sent to the supplier to verify the detail...
How can I accept the draft version of the Bill of Lading and get the Original Bill of Lading?: Once you have verified the details of the Bill of Lading you can approve the cop...
What is Bill of Lading or Sea Waybill?: The Bill of Lading is the primary document used in sea transport. It functions a...
How long does it take from submitting shipping instructions till I have my Bill of Lading?: The copy of the Bill of Lading will be available online within two business days...
How can I have my Bill of Lading issued?: If you need to issue a Bill of Lading, please contact us via email or via our on...
When is a Bill of Lading required?: The Bill of Lading is a required document to move a freight shipment. The Bill o...
Can I print out the Bill of Ladings at my own office?: In certain countries is it possible to apply for a "Print at office" web agreeme...