Shipping

Cargo Information

System is not working and I need to submit my VGM or shipping instructions. What can I do?
Please contact our customer care team if you encounter any system issues! We wil...
What are the ‘tasks’ in my booking overview?
These are the actions required to make sure the cargo meets all requirements for...
What is the shipping instructions deadline?
This the deadline for you to upload shipping instructions to our Twill platform ...
How do I submit the Verified Gross Mass for my container?
Open your booking from the Dashboard and click on the......
What happens if the shipping instructions are not submitted in time?
If the shipping instructions are not uploaded on time, your shipment will be rol...
How do I submit my shipping instructions?
Open your booking from the Dashboard and click on the 'Start' button next to the...
What is the two-way commitment?
If we fail to load your cargo within 3 days before or after the scheduled depart...
Are all Incoterms available on Twill?
Twill is compliant with all Incoterms, but we are not able to provide insurance ...
Do you accept personal effects shipments?
We do accept personal effect shipments, but only if the shipment is booked by a ...
How can I specify date/time of pick-up and other relevant information?
Twill suggests a date of pick up according to the selected vessel. As soon as th...
How can I track my cargo? What about my buyer/supplier?
Both buyer and supplier can track a shipment by clicking on it in the 'Shipment'...
If I have several containers in my booking can I cancel one of them?
You can cancel any container in your booking. However, there may be a cancellati...
If I have several containers in my booking can I amend one of them?
Yes, you can amend any of the containers in your booking through our platform!...
What happens if my shipment or cargo is rolled?
1. You will receive a notifications from us informing you of the situation and p...
What happens if inland service delivery times are not met for the delivery time and date?
The pick up time in the Booking Confirmation is an indication only, which we wil...
If a ship does not leave, who will pay the costs?
Our two way commitment product features competitive pricing with a loading guara...
When do the loading and equipment guarantees come into effect?
Always! No matter if you book with a spot rate or with a fixed 1 month, we will ...

Booking Steps

How can I open a new booking on Twill?
Log in to your Twill account, and place a new booking by clicking on “Start Book...
Can I ask for additional free time?
We have ensured market-relevant free time to be part of our standard offering. S...
Can I ask for more DND (Demurrage and Detention)?
Demurrage and detention depends on the import and export locations. You can see ...
What is the ‘Select a partner to book for them’ option I see on the website?
If you have been authorised by your buyer to open bookings on their behalf, you ...
How can I open FOB or EXW shipments if I am not the freight payer?
If you sell Free On Board (FOB) or Ex-Works (EXW), you can either ask your buyer...
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