Depending on the destination of the goods, delivery can be made on the same day (express service, tailor-made service or “special”), the next day or up to 4 working days later.
The time it takes between the collection of the goods at their facilities and delivery to the place of destination is called transit time.
Due to the many years of experience that alfaloc has, the transit times for each destination are possible to predict. This transit time forecast is called estimated transit time.
The estimated transit time, as it is a forecast, does not represent a guarantee of delivery during that time. Sometimes, unforeseen events occur that may or may not affect the transit time.
If you have already made your shipment, you can find out the status at any time in Track Shipment.
The scheduling of the delivery time of the shipment is applied when it is a personalized shipment, that is, a tailor-made shipment, on a partial or total exclusivity basis.
For shipments considered standard, delivery is made during the business day, and it is not possible to schedule a time for delivery.
However, on the day you expect your order to arrive, call Customer Service (917 777 100 or here in the chat) to ask for an attempt to predict the time of delivery. That is, on the same day, it is sometimes possible to know if the delivery will be made in the morning, close to lunchtime or in the afternoon. If we are able to have this information, we will be happy to make it available to you.
The retention of goods at customs consists of the goods remaining at customs until further information about the process, leaving the normal continuation of the shipment in abeyance.
Customs detention happens when the goods have been selected for control, when a document is missing from the shipper, when the importer (consignee) has to prove that he has a license to purchase the imported goods, when the payment of customs duties is required, or other situations.
Customs is always a sovereign entity, whatever your country. This means that carriers cannot have any power to influence customs decisions or actions.
Thus, the alfaloc team always does what is in its power, with a mediator posture by requesting documents or clarifying information with the shipper or recipient and being in contact with customs, in order to make the customs clearance process as fast as possible.
Holding at customs can influence shipment transit times. Alfaloc cannot be held responsible for delays in the completion of shipments due to customs decisions, as customs is sovereign.
Do not reuse packaging in your express shipments.
And we have 2 good reasons for this:
1. A box that has already been used loses 50 to 70% of its strength characteristics. Knowing that in express transport your packages go through automated distribution processes, it is important that the boxes have the best possible conditions to protect your cargo.
2. Reused cardboard boxes may have symbols of hazardous or flammable materials inscribed on them or labels that do not match the current content. This can be a problem for readings or for customs who immediately stop any packaging that shows any non-conformity.
Alfaloc has its own packaging, with special and positive messages for its recipient. Alfaloc packages are free for international shipments.
Learn more about proper packing of your merchandise in How to pack.
You can cancel your shipment until the time of collection or until the time of shipment. When the shipment starts, it depends on the services selected. In both cases, there may be costs involved
If you have requested your shipment on myalfaloc, to cancel the shipment, do the following:
1. Go to Waybill in the left-hand menu. You will be presented with a list of the various waybills you have already made.
2. Identify the waybill you want to cancel and click on the “Cancel” button, which is at the end of the line.
After this procedure, the waybill is cancelled and the collection of the cargo will not be made.
If there is less than 1 hour left before the collection that was already scheduled, please call Customer Service (917 777 100 or here in the chat) to confirm that the collection has been cancelled, preventing the courier from going to your premises in vain.
In most alfaloc services, no. If it is a shipment of several packages that have the same collection location between them and the same delivery location between them, you can use only one waybill for the various packages.
When filling out the waybill, in the “Goods” field, you are asked for the following data: type of box, quantity, weight, length (cm), width (cm), height (cm) and description of the contents.
If all your packages have the same characteristics (type of box, weight, dimensions and contents), then you will only need to fill in 1 line of the waybill, putting in “quantity” the total number of boxes.
If you have different volumes, you will have to add a new line (in myalfaloc, press ” + “) for each volume (or group of volumes) that have different characteristics.
The waybill must have the most detailed and correct information possible.
With the exception of the LowCost alfaloc service In this case, one package is equivalent to one waybill.
If the shipment was made via myalfaloc, access myalfaloc with email and password, and choose “Waybill” from the menu on the left.
You will see a list of waybills indicating the recipient, service, date and status of each one. Identify the waybill that matches what you’re looking for. The number of the waybill contains several digits and 1 letter in the middle, i.e., it has the form 0000W00000 or 00000W00000.
All you need to do is copy the number and paste it under “Enter shipment number” on the Track Shipment page.
If the shipment was made with a manual waybill (image below), the waybill number consists of 6 digits and is located below the barcode.
Watch here a demonstration video on how to make a waybill.
The Waybill is the shipment document, which provides all the details of the shipment and materializes the contract between Customer and carrier. This document is required for all submissions.
The waybill contains information about the shipper (who sends), the recipient (who receives), the cargo (description, measurements, quantities) and some more information. The number of the waybill consists of numerals and/or letters.
It is very important that the information is carefully filled in.
And there are 2 fields that deserve some extra attention:
A waybill completed in accordance with these recommendations will help us transport more quickly and safely.
Overlapping cargo – cargo that has a sturdy packaging structure and a flat surface, and can be overlapped by another cargo. Goods with a cardboard box are regularly an overflowable load. Very sensitive goods such as glass with little packaging or a large area constitute a non-overlapping load.
COD (Cash-On-Delivery) – the equivalent of cash on delivery, i.e., a service in which, upon delivery, the recipient/receiver of the goods has to pay an amount for this goods. This amount does not represent shipping costs and is returned to the shipper within a few business days. Commonly, the amount requested in the collection represents the value of the goods. Learn more in Complementary Services.
Proof of delivery – a document signed by the person who received the shipment at the destination, proving that the goods have been delivered. This document can be the transport note. It is the same as Proof of Delivery (POD).
Communication to the Tax Authority – Learn more in Communication to the AT – what is it, in what situations does it apply and how to do it?
Quotation – equivalent to a quote, it designates an estimate of the cost of shipping, which can be calculated with the data provided by the customer.
The value of the quotation depends on elements such as weight and measurements of the goods, place/country of collection, place/country of destination, complementary services requested and fuel surcharge.
The value of the quotation will be the amount invoiced to the Customer if the actual characteristics of the shipment and the goods are the same as those communicated at the time of the request for quotation.
Formal customs clearance – Learn more in Shipping Documents
Consignee – the person or entity to whom the shipped goods are delivered. The information about the recipient (name, address, contacts, etc.) is provided by the Customer when making the Waybill.
Cash on delivery – service in which, upon delivery, the recipient/receiver of the goods has to pay an amount for this goods. This amount does not represent shipping costs and is returned to the shipper within a few business days. Commonly, the amount requested in the collection represents the value of the goods. Cash on delivery is also called Cash-On-Delivery.
Shipper – person who represents the place from where the goods leave for the shipment to be initiated, that is, a person who represents the place of origin of the shipment.
Delivery guarantee – the delivery guarantee exists for tailor-made services, in which the entire service is tailor-made to the Customer.
Transport Guide – document that indicates what the goods are, where they come from and where they are going. This document is issued in the invoicing program of the sending company. This must accompany the goods: mandatory by law. It can be a Waybill, Invoice, or other document with the same effect [lista fechada]. This document is not the waybill. The waybill is a document relating to the carrier.
Commercial invoice – a document issued by the shipper ( alfaloc customer), which represents an invoice for the recipient. This document must accompany the goods when it is a shipment to a non-EU country and the value of the goods is greater than €70 or $100. If it is an extra-community shipment and the value of the goods is less than €70 or $100, the proforma invoice applies.
Proforma invoice – mandatory document accompanying the goods when it is a shipment to a non-EU country and the value of the goods is less than €70 or $100. If it is an extra-EU shipment and the value of the goods is greater than €70 or $100, the commercial invoice applies. You can easily create a proforma invoice in myalfaloc, under “New Waybill“.
Excess – the amount paid to customs so that the cargo is released, after being verified, and the shipment can be completed with delivery to the recipient. Commonly, this amount is paid by the carrier and then charged to the recipient, in this way the process can be unblocked and the shipment completed. The allowance applies to shipments to non-EU countries. For a shipment to Switzerland, for example, this amount can reach €100. Learn more in “When does a deductible apply?” in Shipping Documents.
OFD – “Out For Delivery”, this is one of the possible statuses of your shipment when you check the tracking. It means that the shipment of your goods has already started. It is currently being distributed to the recipient.
Actual weight – weight of the goods when measured on a common scale.
Volumetric weight – the volumetric weight is the equivalent in kilograms to the volume of the cargo, that is, it is the space it occupies compared to what it weighs. This weight is calculated from the dimensions of the goods, to know the space it occupies. Sometimes, the goods are light, but they take up a lot of space in the vehicles.
Chargeable weight – the greater weight of the actual weight and the volumetric weight. This weight serves as the basis for calculating the amount to be paid for the service, which, in turn, serves as the basis for calculating the fuel surcharge. The taxable weight, for the purposes of calculating the transport price, is the greater of the values found between the volumetric weight and the actual weight of a load.
POD (Proof Of Delivery) – document signed by the person who received the shipment at the destination, proving that the goods were delivered. This document can be the transport note. It is the same as proof of delivery.
Postage paid – shipping cost, charged before the shipment is made, that is, prompt payment at the time the goods are delivered to be shipped. Paid shipping applies to individuals and/or customers without credit.
Shipping payable at destination – cost of the shipment charged to the recipient, i.e., the shipper of the shipment requests that the recipient pay for the shipment. The cost of shipping is paid upon delivery of the goods to the recipient. Shipping to be paid at destination is considered an extra service and has an additional cost. If you want to request this service, choose “Postage Payable at destination” in “Optional Services” when you are making your waybill on myalfaloc, in “New Waybill“. You can see other optional services in Complementary Services, some of which are free.
Refund – when the recipient has to pay the amount requested by the Sender (person who sends) upon delivery. This service is requested before the start of the shipment and the Sender declares the amount he wants to request. This service is available for several countries. It is also called “Cash on Delivery Delivery”, “Cash on Delivery” and “Cash-On-Delivery”. Learn more in Complementary Services.
Declared value of the goods – value of the goods declared by the shipper on the Waybill, Consignment, commercial invoice, proforma invoice or other document accompanying the goods. This value is established by the person selling the goods. Depending on the declared value, there may be differences in the procedures for making the shipment. Example: in the case of an extra-EU shipment, if the goods have a value of less than €70 or $100, it is necessary to create a proforma invoice – which can be easily done in myalfaloc – but if the goods have a value greater than €70 or $100, a commercial invoice is required, which must be issued by the shipper.
alfaloc has a team specialized in resolving incidents, available to all customers, regardless of the value of the shipment.
To get in touch, call 917 777 100 or send an email to reclamacoes@alfaloc.pt.
You can check the status of the occurrence/complaint at any time in your myalfaloc under Incidents.
If you prefer, you can handle the complaint in another way: the official Complaints Book.
Do you have a computer problem and are unable to complete a shipping order or print a waybill? A different situation, but related to alfaloc?
Call Customer Service (917 777 100) so they can help you.
If the Customer Service team is unable to solve the problem, the call will be forwarded to the alfaloc IT team.
This team provides you with a remote support tool to facilitate the correction, or clarification, of any doubts related solely and exclusively to the applications under the responsibility of alfaloc.
The remote support program used is completely free and easy to install. Click here to start the download and choose “Run”.
Any problems on your computer that are not directly related to our applications cannot be fixed by alfaloc.
Got an invalid login message?
This problem can occur due to 2 situations:
a) Your account has not yet been activated
b) Your password was entered incorrectly
Most likely you’ve seen some reference to VMV in the Daily Truck service conditions.
What is VMV?
Minimum amount per volume. It is the minimum amount applied for each volume shipped by the Daily Truck service.
What is it for?
Operations in ground transportation services are relatively different from air services. The nature of the cargo requires a coarser, less automated operation, in batches and often on pallets.
Small boxes, loose packages, require extra handling, guaranteed manual, involving greater risks of damage or loss.
By exaggeration, let’s imagine a “box” of a ring, to be transported by this means. It is certainly not the most appropriate service.
How is it applied?
If you are sending only one volume, and if the value of that volume is less than the VMV, the VMV is applied instead of the table value.
If your shipment includes 4 boxes, the value of each box is averaged. If this value per box is less than the VMV, the VMV is applied and the total value is adjusted.
VMV is applied to both export and import.
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