FAQ / Help Center

How can I track my shipment with Trustway Logistics?

To track your shipment, visit the "Track Shipment" page on our website and enter your unique tracking number. You’ll receive real-time updates on your package’s location, status, and estimated delivery date. If you’re a premium user, you can also access advanced features like live location maps and geofencing notifications.

How long will my delivery take?

Delivery times depend on factors like the shipment type (e.g., domestic or international), destination, and selected service (e.g., express or standard). Once you enter your tracking number on our "Track Shipment" page, you’ll see an estimated delivery date. For international shipments, customs clearance may add extra time. Contact our support team at info@trustwaylogisticsglobal.com for a more precise estimate.

What is the Safe Keeping service, and how does it work?

Our Safe Keeping service allows you to securely store valuable items in our state-of-the-art facilities, such as in Amsterdam, Netherlands. This service is ideal for items like precious metals, collectibles, or sensitive documents. You can monitor access logs through your account, and premium users can view virtual unboxing previews. Storage fees apply based on duration and item size—contact us for a quote.

What happens if my shipment goes through customs?

For international shipments, customs officers may inspect your package to ensure compliance with local regulations. This process can involve checking for prohibited items, verifying documentation, or calculating duties and taxes. You may be required to pay customs fees, which vary by country. We’ll notify you via email if there are delays or additional requirements, and our support team can assist with documentation.

What are the benefits of a Trustway Logistics premium subscription?

A premium subscription unlocks advanced features to enhance your logistics experience, including:

Live location tracking with interactive maps.
Geofencing notifications when your package is near its destination.
Access to driver profiles and secure delivery options (e.g., PIN-based release).
Virtual unboxing previews for Safe Keeping items.
Priority support and live chat assistance.

Visit our subscription page for pricing and to sign up.

How can I contact Trustway Logistics support if I have an issue?

We’re here to help! You can reach our support team through the following channels:

Email: info@trustwaylogisticsglobal.com
Phone: +(317) 1406-5000 (available Monday–Friday, 9 AM–5 PM CET)
Contact Form: Fill out the form on our "Contact Us" page.

Premium users also have access to live chat and priority support for faster assistance.

How are shipping costs calculated?

Shipping costs are determined based on several factors, including the weight and dimensions of your package, the shipping distance, the selected service (e.g., express or standard), and any additional services (e.g., Safe Keeping, insurance). For international shipments, customs duties and taxes may also apply. To get an accurate quote, use our "Get a Quote" tool on the website or contact our support team.

What items are prohibited from being shipped?

For safety and legal reasons, certain items cannot be shipped with Trustway Logistics. Prohibited items include:

Hazardous materials (e.g., explosives, flammable liquids).
Illegal substances (e.g., narcotics, counterfeit goods).
Perishable goods without proper packaging.
Firearms, weapons, or ammunition.
Large sums of cash or negotiable securities.

A full list of restricted items is available in our Terms & Conditions. If you’re unsure, contact our support team before shipping.

What should I do if my shipment is lost or damaged?

If your shipment is lost or damaged, please follow these steps:

Track your shipment to confirm its status.
Contact our support team immediately at info@trustwaylogisticsglobal.com or +(317) 1406-5000.
Provide your tracking number and details of the issue (e.g., photos of damage).
We’ll investigate and, if eligible, process a claim for compensation.

We recommend adding insurance to your shipment for added protection, especially for valuable items.

How can I view or pay my invoices?

You can view and pay your invoices by logging into your Trustway Logistics account and navigating to the "Billing" section. Invoices are generated for shipping fees, storage charges (e.g., Safe Keeping), and any additional services. Payment can be made via credit card, bank transfer, or other methods available in your region. If you have issues accessing your invoice, email us at info@trustwaylogisticsglobal.com.

What is the White Glove Service, and how do I request it?

Our White Glove Service offers specialized handling for delicate or high-value items, such as antiques, artwork, or electronics. Our trained staff use protective gloves and equipment to ensure careful transport and delivery. This service includes unpacking and placement at your desired location. To request White Glove Service, select it when booking your shipment or contact our support team for availability and pricing.

Can Trustway Logistics handle international shipping?

Yes, we specialize in international shipping to destinations worldwide. We manage all aspects of global logistics, including customs clearance, documentation, and compliance with international regulations. You can track your shipment in real-time, and our support team can assist with any customs-related inquiries. Use our "Get a Quote" tool to estimate costs for your international shipment.

Can I insure my package with Trustway Logistics?

Yes, we offer optional insurance for your shipments to protect against loss or damage. Insurance can be added during the booking process, with coverage amounts based on the declared value of your items. For high-value items (e.g., stored via Safe Keeping), we strongly recommend insurance. Contact our support team to learn more about coverage options and costs.

What is your policy on returns if a shipment is undeliverable?

If a shipment is undeliverable (e.g., due to an incorrect address or recipient refusal), we’ll attempt to contact you for instructions. Options include redirecting the package to a new address or returning it to the sender. Additional fees may apply for redelivery or return shipping. If the package remains unclaimed after 30 days, it may be disposed of or stored at your expense. See our Terms & Conditions for full details.

How does Trustway Logistics support sustainability?

We are committed to reducing our environmental impact through sustainable practices. Premium users can track the carbon footprint of their shipments, and we’re working on initiatives like eco-friendly packaging and optimized shipping routes to minimize emissions. Stay tuned for updates on our sustainability efforts on our website.

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