Support Center

Enter your tracking number (format: SKY-XXXXX) in our homepage widget. You'll see live status updates including location, estimated delivery time, and handler notes.

Not necessarily. Gaps occur during customs processing or long-haul ocean legs. If there's no update after 72 hours, please open a ticket below.

Yes. We provide "ColdChain" logistics for pharmaceuticals and perishables. Please select the Perishable option when requesting a freight quote.

We accept Class 3, 8, and 9 hazardous materials with proper UN-certified packaging and MSDS documentation. We do not ship Class 1 (Explosives) or Class 7 (Radioactive).

LTL (Less Than Truckload) is for shipments that don't require a full trailer. FTL (Full Truckload) is dedicated to your cargo only, offering faster transit times.

The Harmonized System (HS) code is a global standard for classifying traded products. You must include this on your commercial invoice to ensure correct duty calculation.

This is determined by your Incoterms. Under DDP, the shipper pays. Under DAP, the recipient pays duties and taxes upon arrival.

We use the industry standard formula: (Length x Width x Height) / 5000 (for CM/KG). You are billed on the greater of actual weight vs. dimensional weight.

Yes. Business accounts with a consistent shipping volume of over 10 shipments per month can apply for credit terms through the dashboard settings.

Damage claims must be filed within 7 days of delivery. Loss claims must be filed within 30 days of the expected delivery date.

All shipments include standard liability limited to $100. We recommend purchasing "Full Value Protection" for high-value cargo at the time of booking.

Yes! You can install the Skynera app from the Shopify App Store to automate label generation, live rates at checkout, and tracking sync.

Our REST API documentation, including SDKs for Node.js and PHP, is available at developers.skynera.com.