Frequently asked questions.
Another question? Message us on WhatsApp, we reply quickly.
Orders and payment
Before you order.
Why aren't prices displayed?
Each container depends on its contents, the condition of the items, the destination and the cost of freight at departure. So we send you an exact price or a written quote that states what is included and what is not.
How do I pay?
Payments are made from your client area: once signed in, open the file and choose one of the four options: online card payment on Clover's secure page (we never see your card number), Interac e-Transfer, bank wire transfer, or payment terminal in person in Montréal by appointment. Amounts are in Canadian dollars. Your order is processed once payment is confirmed, and every confirmed payment comes with a receipt, which you can find in your client area. The deposit stated in the quote starts the purchasing; the balance is payable before shipping. We do not accept cash. Never pay a person or an account that is not listed in your quote.
Do you transfer money?
Yes. To send money to your loved ones, choose Money transfer. Payments for your parcels and containers are made only through the methods shown in your client area.
How long is a quote valid?
The validity period is stated on each quote, because the price of goods and freight changes. After that, we update it.
Can I cancel an order?
Contact us by phone, WhatsApp or email (details on the Contact page). The cancellation terms and the conditions for refunding the deposit are set out in the terms and conditions and in your contract: amounts already committed to purchases or bookings may be retained.
Client area and tracking
Your files online.
How do I track my shipment?
When your file is confirmed, you receive a tracking number in the format RTC-XXXX-XXXX; each parcel also has its own. Enter this number on the Track a shipment page to see the steps, from Canada to handover. For your privacy, this page shows no name or amount: details, payments and receipts are in your client area.
How do I create my account and see my files?
On the Client area page, choose Create an account: first name, last name, telephone number, email address (optional), country, individual or business, and a password. Use the telephone number you gave in your requests: it is what links your files to your account. You can also add an existing file with its reference. Once signed in, you see your files, their detailed tracking, your payments and your receipts, and you can edit your profile. Signing up is free.
Is my data protected?
Your password is never stored in plain text, the account locks after 5 failed sign in attempts, and the website uses only one session cookie needed to keep you signed in, with no advertising or audience measurement. We never see your card number. From your client area, you can download your data or delete your account; accounting records remain retained for the period required by law. Details are in the privacy policy.
Shipping
Transport and arrival.
How long until I receive my order?
Allow 1 to 3 weeks for purchasing and loading, then about 4 to 6 weeks of transit to Conakry and Dakar, and 6 to 9 weeks to Bamako. These timelines are estimates: the shipping line, ports and customs may extend them.
Does the price include customs clearance?
The quote always states what is included: purchasing, loading and freight to the port or warehouse. Duties, taxes and fees at destination are paid by the recipient unless otherwise stated; we estimate them with our partner exporters.
Why is there no GST or QST on my invoice?
Because the goods are shipped outside Canada. Export sales are zero-rated: GST and QST apply at 0%. Your invoice says so. If goods were to stay in Canada, the taxes would be added.
How do I know my container has really left?
Every step appears on the Track a shipment page with your tracking number, and in your client area. On request, we can send you photos or a video of the loading.
Are the goods insured?
Cargo insurance can be added to the quote. Without insurance, our liability is limited as set out in the terms and conditions.
Parcels and vehicles
What you can send.
Can I send a single box or a barrel?
Yes. Your boxes, barrels and appliances travel in our containers. They are inspected, inventoried and photographed on receipt, each receives a tracking number, and they are handed over at destination on presentation of your reference and ID.
What are the shipping modes and times for a parcel?
Sea, in our containers: 4 to 8 weeks. Air: 5 to 10 days. Express: 3 to 5 days. These times are estimates: the carrier and customs may extend them.
How much does it cost to ship a parcel?
The rate depends on weight, shipping mode and destination. Send a shipping request: we give you an estimate, then the final rate is confirmed when the parcel is weighed at our office. No payment is required before then.
Where do I drop off my parcel?
At our Montréal office, 7051 Galeries-d'Anjou Boulevard, by appointment: message us on WhatsApp before coming. Home pickup is also available. On arrival, our offices in Conakry, Dakar, Bamako, Abidjan and Ouagadougou hand over the parcels; the exact address is confirmed by WhatsApp.
How do I know my parcel was delivered?
Each parcel has its own tracking number. On delivery, a photo is taken; it appears with your receipt in your client area.
Which items are refused?
Hazardous materials (gas, fuel, aerosols, paint, chemicals), batteries sold separately, weapons and ammunition, medication, perishable food, cash and valuables, counterfeits, items of unclear origin, appliances that do not work, and vehicles without proof of purchase or official documents.
Do you accept cars?
Yes, under conditions: proof of purchase, official documents (vehicle registration certificate or ownership title, ID), a vehicle free of any debt and a verified vehicle identification number (VIN). The vehicle is declared to the Canada Border Services Agency with its VIN at least 48 hours before loading, so it must be entrusted to us early enough, with all of its documents.
I don't have the budget for a full container.
Shared containers are made for you: you buy part of a container, by the lot or by volume, and share the costs with other customers.
