Frequently Asked Questions

This collection of frequently asked questions (FAQ) provides brief answers to many common questions about Intercargo Import and Export services. It also provides links to more detailed information available from this web site. Please check here for answers before posting a question.

Do I need an Intercargo account to ship?

No, at Intercargo there is no need for an account. You simply pay by credit/debit card or at any Barclay’s branch for each booking you make. 

If you are a frequent shipper and would like to discuss opening an Intercargo account, please complete our credit enquiry form.

Does Intercargo accept bookings to PO Box Numbers?

For international destinations we will accept PO Box addresses providing the receiver is contactable by telephone. Please ensure that the receiver's telephone number is entered correctly on the Intercargo booking form.

Are transit times guaranteed?

We at Intercargo can cater for and offer different levels of services tailored to your logistical requirements. The rates listed online or provided by a sales representative will NOT be for guaranteed services. All transit times listed and given are subject to space and flight availability at time of booking. The terms are also in line and in conjunction with our BIFA Trading Terms & Conditions 2017. We are BIFA member 2701. . 

However, if you provide a request for a guaranteed service in writing and our sales team also confirm by return that you are being provided with a guaranteed service, otherwise known as expedited, your shipment will be on high alert monitoring and will be booked on the highest priority service.

Do you offer a dedicated collection service?

Yes we do for all your shipments that can not wait or you need a guaranteed collection, Intercargo offers a dedicated courier service to collect your shipment whether it be critical, or you may have something large which can be more competitive than a standard collection. With access to over 1000 vehicles ranging from motorbikes to full articulated lorries, we can accommodate your request anytime 24/7. Just give our Sameday team a call who are ready to assist.

When will my shipment arrive?

You can get up to date information on the status of your consigment and view delivery details using our online tracking services:
track it - enter your booking referance

What if I do not know the destination postcode?

For international shipments, a postcode is required for countries which have a postal code system. This is used for completing the airway bill for your shipment. For countries with numeric postcode systems or you do not know the destination postcode, please check with the receiver or leave blank.

What will happen if the weight we have provided is not accurate?

It is important to try and be as accurate as possible with the weights and dimensions provided on the quote. Based on these weights and dimensions the system calculates a chargeable weight as the online quotation calculates a price based on these weights and dimensions. Our terminals check the weight and dimensions of every shipment upon receipt. You will be contacted by the support team if the weight and/or dimensions are found to be more and less. You will then be invoiced for the additional amount if the chargeable weight has increased or credited if the chargeable weight has decreased.

What is the maximum weight and size limits for a package?

Our Online Criteria is based on the following;

The maximum weight per package is 6000.0kg for commercial consignements but size restrictions also apply:

  • For international shipments the maximum dimensions per package are 317cm x 240cm x 158cm. If your package is large but lightweight, you may be charged for its volumetric weight rather than its actual weight. Intercargo calculates volumetric weight automatically from the dimensions you enter on the booking form.
  • If Shipments are under paid i.e. the weight is greater then entered into our booking system your card will be billed for the outstanding balance.

If your package exceeds any of these limits, please contact Customer Service on 0844 5673069 that will be able to give you information on services and tariffs available for larger items.

What is volumetric weight?

Intercargo calculates volumetric weight automatically from the package dimensions you enter on the booking form.

If you wish to calculate volumetric weight before completing the booking details, please use the formula: Length x Width x Height (cm) / 6000 = Volumetric Weight (kg)

Change or Amendment Fee

If you require to change or amend any part of your booking prior to collection, the change is free.

Once shipment is collected, there is a charge of GBP25, EUR 30 or USD 35 per amendment.

Once the shipment has departed, a CCA carrier charge amendment fee is applicable which can very depending on the carrier. This can range from GBP 45 – GBP 110 in addition to your amendment charge as above.

Collection Timings

Our standard collections take place on working days, Monday to Friday between 9am and 5pm. The driver will turn up at anytime during this given period. You can request a 1-hour call prior to driver arriving however this can not be guaranteed. We offer timed, AM and PM collections at a surcharge if you require a more time definitive collection service.

Do you provide tail lift for collections?

We do not provide tail lift as standard. There is a tick box on the online process which allows you to select tail lift. If speaking to our sales team, please highlight your requirement so that you can be quoted accordingly.

Does Intercargo guarantee its collection services?

Occasionally we may have difficulties assigning a courier for your collection on the scheduled date - this may be due to adverse traffic conditions for example. As such, Intercargo does not guarantee its pick up services.

Collection Waiting Time?

Intercargo allows 30 minutes free waiting time, thereafter chargeable per increments of an hour based on the type of vehicle allocated for your collection.

What does the collection cost cover?

The collection cost covers any package measuring up to 200 (L) x 100 (W) x 170 (H). The vehicle sent may be a regular van and will be enough to accommodate as per your booking. If we arrive and there is more cargo than booked, we may not be able to collect the additional. Therefore it is important to let us know of any changes prior to collection.

If your collection exceeds the above dimensions, please request a quote from our sales team as you may need larger, curtainsided vehicles to accommodate your request. If you do not declare the correct weight and dimensions and the shipment can not fit on the vehicle sent, you will be charged a false call, wasted journey which is 100% of the collection fee + any additional waiting time.

I don't have a printer. Can I still book online?

If you do not have the facility to print a label, please do not use our online booking tool. Instead call Customer Service on 0844 5673069 to arrange your collection.

How do I affix the label to my package?

You can use tape please make sure that the barcodes are not taped over as this will affect Intercargo’s ability to scan it correctly. 
If you are sending multiple packages, please ensure that you print the label provided for each package.

What happens if the driver does not accept the shipment?

If for some reason the driver does not accept, the shipment, please contact Intercargo immediately and we will re arrange re - collection.

How do I track my shipment?

We at Intercargo pride ourselves on having the state-of-the-art tracking facilities which are provided free of charge to all clients booking with Intercargo. From the time you request a quote, to the time it is booked, shipment is collected, planned, arrived at the airport/seaport and the flown/sailed, you will receive real time up to date notifications throughout, also containing links to the direct carriers for your absolute peace of mind. It is important that you provide us with correct contacts at the time of booking.

If you have problems tracking your package (s), or need advice on status, please contact Customer Service on 0844 5673069.

I experienced problems with the website before making a payment. What now?

If the page crashed before you were able to make payment, your booking request will not have been sent to our systems. Unfortunately you will need to enter your booking again.

If the page crashed during the payment / confirmation process, please contact Customer Service on 0844 5673069 for assistance.

How do I know if my booking has been successful?

A booking is successful when you have received an email confirmation of payment from Intercargo/Secure server or a booking confirmation email from Intercargo.

Are Intercargo bookings processed 24 hours a day, 7 days a week?

You can make a Intercargo booking at any time, but the earliest date for collection is the next working day*.

If you require a more urgent collection, please call Customer Service on 0844 5673069 to check service availability and tariffs. Please note that Intercargo does not collect or deliver on weekends or public holidays except by special arrangement. 

* Bookings must be completed before midnight for next day collection and service restrictions apply.

Please note that it may take a few hours for a confirmation email to be sent back to you.

I have not received a booking confirmation email. What do I do?

If you do not receive a confirmation email from Intercargo, please contact customer services on 0844 5673069. Please note that it may take up to two hours for a confirmation email to be sent to you.

How do I report a technical problem with the site?

If you experience any problems, please send email to for assistance.

What do I do if the driver refuses collection of my shipment?

Please contact customer service for advice. If we are unable to arrange another collection for you, we will issue a refund.

What do I do if the driver does not arrive to collect my shipment?

Occasionally we may have difficulties assigning a driver for your collection on the specified day - this may be due to adverse traffic conditions or a high volume of collections. In these instances, please contact Customer Services who will rebook the collection for you.

How will I know when my package has arrived at its destination?

The Carrier/Agent will contact your Consignee on the number provided at the time of making the booking. If you do not receive or call please visit the overseas agent’s area of Intercargo website and contact the Airline/Agent. Please make sure you quote your Booking Reference.

What packaging should I use for my shipment?

Intercargo is committed to delivering your shipments with speed and care. However shipments should be packed to withstand the normal rigours of sea and aircraft handling and transportation.

The customer remains responsible for ensuring packaging is adequate for transportation.

My shipment was delivered damaged. How do I make a claim?

If your shipment has been damaged, the sender must send an email to The maximum liability is £50.00 unless you have taken out shipment protection. Photographic evidence must be provided.

Why doesn't Intercargo include Customs duties, Handling Charges, Clearance and taxes in its shipping tariff?

The Customs authorities in the destination country determine whether any duties and taxes are applicable when the shipment arrives. This is based on the information provided on the label (Waybill) and Customs paperwork, in particular the contents, declared value and weight. Intercargo is unable to get involved in charges accured at destination.

Who is liable for paying Customs duties and taxes?

All handling, local charges, customs clearance charges and delivery with in city limits (Approx 60km from International Airport are included. However the receiver is responsible for paying any duties and taxes that may apply (if any).

Do I need to create Customs paperwork for my shipment?

For your convenience Intercargo will generate and prepare all your paper work including Commercial invoice from your booking details. 

Which countries are in the European Union (EU)?

Czech Republic 
United Kingdom

Customs paperwork is not required for shipments to EU destinations. 

Please note that Channel Islands are treated as non-EU destinations for shipping purposes which means that Customs paperwork is required.

What items is Intercargo unable to carry?

Intercargo Prohibited and Restricted Commodities List

  • All commodities listed as "Prohibited" below will NOT be accepted for carriage by Intercargo. This category includes items which are prohibited for carriage by any law, regulation or statute of any federal, state or local government of any country from, to or through which the shipment may be carried.
  • All commodities listed as "Restricted – Subject To Approval" below may be accepted subject to prior approval being obtained from an authorised Intercargo representative.


  • Animals (including birds, fish, insects, larvae, pupae etc)
  • Antiques, Art works and collectibles
  • Banderols/tax stickers
  • Bullion (or any precious metal)
  • 'Cash-like' negotiable instruments in bearer form (this would include but not be limited to cash, bank notes, currency, vouchers, securities, pre-paid phone cards, activated sim cards and unused stamps)
  • Complete firearms, firearm parts, ammunition, explosives, weapons or items that could be used as weapons (these include but are not limited to decorative swords, kitchen knives etc)
  • Human remains or ashes
  • Illegal goods (these are goods which are considered illegal in the origin, the transit points and/or the destination countries and would include but not be limited to pirated goods, counterfeit goods and narcotics)
  • Irreplaceable/unique items
  • Ivory and other banned products
  • Jewellery and objects constructed of precious metals and/or stones
  • Loose precious stones (including Industrial Diamonds)
  • Medical samples (includes bodily fluids and tissue samples)
  • Negotiable instruments in bearer form (this includes but is not limited to blank cheques, blank activated credit cards / debit cards / charge cards or cash dispenser cards and event tickets
  • Perishable items that require a temperature controlled environment
  • Pornography
  • Tobacco


  • Animal products
  • Costume jewellery
  • Designer clothing, apparel, accessories
  • Drugs (legal) and pharmaceutical products over £100
  • Electronic components
  • Flowers, Plant products
  • Furs and garments trimmed with fur
  • Mobile telephones and accessories
  • Personal Data
  • Watches over £100 individual value
  • Dangerous goods (these include but are not limited to dry ice, biological substances, UN classified dangerous goods and any goods specified as such under IATA, ADR and IMDG regulations)


How do I know my credit card information will be secure once sent over the Internet?

Intercargo uses HTTPS, an Internet standard communication protocol, which uses Secure Socket Layer (SSL), an industry-standard encryption technology, to protect your information as it is transmitted over the Internet.