Question 1

Where do I find my tracking number?

Accepted Answer

It is emailed to you when your shipment is booked and always begins with AIX-2026-. If you can't find it, use the 'Lost your tracking number?' link on the tracking panel.

Question 2

How often is tracking updated?

Accepted Answer

Every time your shipment is physically scanned or a milestone is reached. Ocean legs can be quiet for several days between port calls — that is normal.

Question 3

My status hasn't changed in a week. Is something wrong?

Accepted Answer

Usually not. Long ocean legs produce no scans. If there is no update for more than seven days we show a banner on your tracking page, and you can contact us to check with the carrier.

Question 4

How long does vehicle export take?

Accepted Answer

Typical door-to-port-to-door times are 4–6 weeks Asia to the Gulf, 5–8 weeks Asia to West Africa, and 3–5 weeks North America to the Caribbean.

Question 5

What causes customs delays?

Accepted Answer

Missing or mismatched paperwork, duty valuation queries, and random inspections. We prepare documents in advance and respond to queries on your behalf.

Question 6

Is my cargo insured?

Accepted Answer

All shipments are moved with marine cargo insurance. Declared-value cover for high-value vehicles can be extended on request at booking.

Question 7

Can someone else track my shipment?

Accepted Answer

Only with your tracking number. Numbers are randomly generated and cannot be guessed or counted through, and lookups are rate-limited.

Question 8

Can I get email updates?

Accepted Answer

Yes. On the results page, enter your email under 'Get email updates for this shipment' and choose which milestones you want to hear about.

Question 9

What documents will I receive?

Accepted Answer

Bill of Lading, commercial invoice, and Certificate of Origin where applicable.

Question 10

Do you handle door-to-door delivery?

Accepted Answer

Yes, inland trucking at both ends can be added at booking, including delivery to a residential address.

Question 11

How do I report a problem?

Accepted Answer

Use 'Report an issue' on your tracking page or email compliance@aixgrants.org. Include your tracking number.

Frequently asked questions