Shipping

If a ship does not leave, who will pay the costs?

Every Twill booking is supercharged by industry leader Maersk, providing peace of mind and access to a trusted global network of services.

Our two way commitment product features competitive pricing with a loading guarantee and restricted flexibility in booking cancellation and amendment. This includes commitment from both merchant and carrier, as well as relevant fees.

If for any reason your shipment is not loaded either onboard the original first leg ocean going vessel listed in the Booking Confirmation, or onboard an alternative vessel no earlier or later than (3) days before or after the scheduled Estimated Time of Delivery (ETD) as confirmed in your Booking Confirmation, then Twill will pay the Merchant a compensation fee per container not loaded if:

  • The conditions for payment are met in full

  • The claim for the Compensation Fee is lodged by the Merchant within 90 calendar days of the conditions for payment being met in full

  • Twill shall only be liable for one Compensation Fee per container, per booking.

More information on Compensation Terms can be found in: https://terms.maersk.com/terms-spot-booking

In the event of delays, you will be notified and you can track your shipment live online in www.twill.net/my – giving you an updated estimate of the arrival time and date of your shipment.

It is our goal that your shipment arrives on time and our experts will give you immediate alternatives to suit your needs.

Cargo Information

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'...
Is there any restriction on equipment or commodity types I can book?
On Twill you can book dry cargo in 20-40-45 (HC) box containers. You cannot book...
How can authorize my supplier to open bookings on my behalf?
After logging in, click on your username on the top-right, and select ‘Company P...
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...
What happens if I cannot deliver my cargo on time?
If you fail to notify Twill of cancellation of part or all cargo or fail to deli...
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 does is it mean that my shipment or cargo is rolled?
1. You will receive a notifications from us informing you of the situation and p...
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 ...
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 ...
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