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Frequently Asked Questions

Frequently Asked Questions

GENERAL ACCOUNT INFORMATION

Contact information for our agents can be found here. While we encourage all customers to establish a rapport with their local agents, we understand that sometimes timing is critical, so the eZHub is available for emergencies by phone M-F, 9am-5pm. If you do choose to contact the eZHub directly, we ask that you also email your local agent, keeping them in the loop to ensure excellent service.

Some agencies do charge a sign up fee. Check with your local agent upon sign up to verify the term, cost and renewal period. Check out your country information here.

Verify with your local agent upon sign up. Do keep an eye out - your local agent will frequently run renewal specials and provide notification when it is time for renewal. When the time comes for payment, the sign up fee appears as an additional line item on your invoice.

Yes. You can login to your eZone account and add a name. Please note, there will be only one email of record for all email notices, and deliveries (if available in your country) will be made to only one address on record. As with all packages, if you decide to allow someone else to use your account, it is essential that the name and account number be included on the shipper’s label to avoid delays or misroutes. Or save the hassle and ensure proper handling, just refer your friend/relative to establish their own account. Check with your local agent for current promotions and rewards for your referral.


GENERAL CARGO INFORMATION

How long your cargo will take to get from our eZHub to you will depend on several factors. Your local agent can provide you with more details for expected availability once it is “in country". While we have daily flights Monday through Friday, not all destinations are served daily. As you review our regularly scheduled flights here, keep in mind that packages received in the eZHub prior to 2pm are prepared for the next day’s flight.

All firearms, munitions, and pepper spray are strictly prohibited from air forwarding. There are items that are restricted, but can be forwarded with proper certification and additional fees. Check out our HAZMAT section here.

Yes. Unlike many competitors, eZone has HAZMAT specialists who will certify cargo authorizing air travel ensuring our customers access to more items. The fee for this certification depends on the type of hazardous material. Typical items such as perfume, nail polish and shave cream are certified as Consumer Commodities. CC-HAZ shipments are typically held until several packages are on hand to mitigate the cost. Check with your local agent to verify HAZMAT shipping schedules and to check on the fees for goods you are having shipped.

No. Perishable items are too fragile and require too high a level of risk.

Don’t worry, we’ve got it! Local agents can assist you in arranging for Ocean forwarding using our eWave service for items you know are bulkier and heavier. Occasionally, items may arrive to the eZHub that are larger than expected. To maximize your savings, any cargo that is received weighing over 100 lbs (in most countries) will generate an eZone exception email requesting confirmation to forward via Air to your destination. Keep in mind that there are some dimensional and weight restrictions for oversized cargo which can generate additional fees via Air. We will be certain to advise you of these to aid in your decision regarding handling.

Yes, we can help. When cargo arrives in our eZHub, our receivers identify whether it may benefit from special handling, and will mark it as an exception. As with all exceptions, a general email will be sent to the main account holder, with a more detailed inquiry being sent to the local agent requiring your direction for handling. We offer a crating service for TV’s over 40 inches starting at $105 usd, and will provide a quote for other breakable items such as auto glass and mirrors. We also offer complimentary bubble-wrap on these items, should you not desire your item to be crated.

eZone’s eZHub is an active warehouse with a daily turnover of cargo. We are not set up for storage. Please contact your local agent to evaluate and quote a fee for the requested service.

We offer a local pick-up service [serving Dade & Broward counties]. Once authorized in writing, the fee for this service will be charged to you in your local currency on your freight and clearance invoice. Contact your local agent with the details, including the address & telephone number of the supplier, any order or pick-up number that may be required, and the package size(s) and weight(s).

Yes, we will assist with arranging delivery elsewhere. Please contact your local agent to make arrangements. eZone charges a $30 in/out fee for cargo received in our facility and not forwarded using our service. We can arrange local delivery/transfer, but we recommend you first request your supplier or your intended recipient make the transfer. If eZone is to make the transfer, we will charge both the in/out fee and delivery fee. If forwarded via UPS, you will be responsible for shipping charges.

Many eZone agencies do offer this service, but residential delivery options vary from service destination to service destination. Please check with your local agent to verify service levels and any fees.

Main account holders will receive a notification to their email on record for each package received by our eZHub. You can log in to your eZone account and track the cargo through our entire system. When the cargo is cleared through customs and all fees are levied, you will receive an email with your invoice. Additionally, you can check the flight schedule here to determine when your cargo will likely fly, and check with your local agent regarding availability of cargo once it arrives in-country.


RATES, FEES, PAYMENTS

Payment is expected when you take possession of the cargo, whether during delivery or pick-up.

Payment can be made in local currency, credit/debit cards, and eZone Vouchers. Some destinations offer additional payment options such as paying by personal cheque, so speak with your local agent to discuss your payment options.

No. All fees (Freight, Duties, Taxes, Handling, Delivery, etc.) are payable when cargo arrives in-country. Freight is based on the rate here, and is included as a separate line item on your invoice for easy reference.

Each country has their own government imposed Duties, Taxes, etc. Please check out our estimate calculator here. Please note this is just an estimate, as each government agency reserves the right to impose fees as they deem appropriate during inspection.

eZone rates for freight and government fees can be estimated here.

Most eZone agents offer additional service for OCEAN forwarding of cargo. Whether the eWave rate is better than forwarding via standard eZone Air service will depend on the cargo. You can check with your local agent or click here for more info.

Due to the sheer volume of cargo eZone receives, we are unable to offer consolidation of cargo on standard eZone services. HOWEVER, consolidation is available when customers use our eZShopper service. Click here for more information about eZShopper.

When you log into your account - click eZ elite service - create a new eZ elite shipment following the prompts. By providing us with all of the pertinent information before your cargo arrives, you ensure swift and accurate processing based on the information you provide. Packages successfully processed through the eZ elite service are charged at a special discounted rate - You can check with your local agent or click here for more info.


SHIPPING INFORMATION

Timing is of the essence. Contact your local agent right away and inform them of the situation. If the package has not yet arrived in the eZHub, your account will be suspended to capture it. If the package has arrived in the eZHub, we will do our best to pull it and proceed with your instructions. Please note, unless provided with a pre-paid label/call-tag, you will be responsible for the return shipping costs. Please keep in mind that daily, at 2pm eZHub time, we start preparing cargo for flights. Once the cargo is manifested for a flight, removal of your package may be impossible.

Timing and Authority for Return are key. Make sure your supplier has provided you any necessary return authorization (RA) code, and contact your local agent right away to inform them of the situation. If the package has not yet arrived in the eZHub, your account will be suspended to capture it. If the package has arrived in the eZHub, we will do our best to pull it and proceed with your instructions. Please note, unless provided with a pre-paid label/call-tag, you will be responsible for the return shipping costs. Please keep in mind that daily, at 2pm eZHub time, we start preparing cargo for flights. Once the cargo is manifested for a flight, removal of your package may be impossible.

Contact your local agent for assistance. Most local agencies can arrange for the return of your package to our eZHub, however, these costs can be quite prohibitive and such costs involved would be your responsibility. Make sure your supplier has provided you any necessary return authorization (RA) code and/or labels for us to use when fulfilling your request to return the item. Please note, unless provided with a pre-paid label/call-tag, you will be responsible for the return shipping costs.

Account Name - Account Number
4411 NW 74th Avenue
Miami, FL 33195

if shipping system will not accept the correct zipcode assigned by the USPS as stated above, use the previous physical zipcode of 33166.

Exception emails are a flag that something requires your attention. When you receive this email notification, we recommend you contact your local agent to expedite any action that may be required on your part. Exceptions may be due to the receipt of damaged or incomplete cargo, and cargo requiring extra handling or special certification.

Absolutely. There are several areas within the journey of your online order where we can assist. The first step is to track your package using your supplier-provided tracking number using our website here. If the package has been received at an eZHub, you will see the eZone unique airway bill number (AWB), and the status within our custody. If the package does not show up as received in our system, it is most likely that the cargo is still in the custody of the supplier’s courier. This is the case, we recommend you check with that courier or your supplier for further information regarding the package.

Don’t worry! eZone has you covered with our eZCare insurance! We offer this insurance at the rate of $1.50 per $100 (or part thereof) of 150% of the invoice value of your package! While we hope that your package arrives intact, we ask that you always open and check your cargo upon delivery/pick-up just to make sure. It is best to immediately bring issues of damage or loss to the attention of your local agent and supplier. Your local agent will take possession of the package and will take clear pictures of the item and packaging, providing a description of the damage/loss for the claims process. Additionally, insurance must not have been declined, and must be paid on the shipment prior to claims initiation.

eZ elite is a free service for account holders that has many benefits including Faster Customs Clearance, Proper Classification and more! By providing us information before your cargo arrives, you save money and ensure your cargo gets to you as swiftly as possible!

eZCare Insurance is restricted to new commercial merchandise. We do not offer coverage for used merchandise. Excluded from coverage are: weapons, firearms, explosives, aerosol cans, perishables, seeds, plants, catalogs, magazines, personal mail, bank statements, cash, negotiable securities, drugs, controlled substances, animal skins and tobacco. See our Terms & Conditions for additional information.


WHAT IF

When a television arrives in the eZHub with a 40 inch screen or larger, the cargo is put on “Crate Hold” and an exception is automatically sent to the main email of record. Additionally, a detailed email is sent to the local agent with a quote for the crate, (usually $105 for one, $150 for two crated together), so the agent can provide information to you and instructions to the eZHub on whether or not you would like your TV Crated. If no crate is ordered, bubble wrap is applied at no extra charge because we care!

Your first option is to contact the supplier for a return. If a return is not an option, we can forward the cargo to another domestic address for a fee, or we can dispose of the item for you.

No. As a forwarder, regulated by the TSA, we are not set up for this service.

We hope that you don’t experience this situation, and are confident that you have provided your supplier the correct addressing information. Both your local agent and the customer service staff of our eZHub will work diligently to locate your cargo. We will identify the chain of custody and do our best to retrieve your cargo. If, on the off chance that the cargo is truly lost, remember that we offer eZCare insurance to cover 150% of the value of your cargo.

If cargo being received in our eZHub is found damaged during screening, the cargo will be placed on hold, an exception email will automatically be sent to the main email of record, pictures of the damage will be taken, and a detailed email will be sent with this information to the local agent so they can get your instructions for handling.

If the damage is not present until you receive your cargo in-country, don’t worry – you have eZCare insurance. Contact your local agent immediately to work with you in establishing a claim.