FAQs

Delivery times depend on the selected service, route, and destination.
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   •   Within the Netherlands, we provide same-day urgent transport and overnight / next-day delivery through our overnight distribution network, depending on the pickup location and booking time.
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   •   For international shipments, we provide a realistic transit time estimate based on the destination.
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   •   For every request, you receive an indication based on the route, selected service, and any required customs clearance.

Yes, we can arrange both national and international urgent deliveries.
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• Within the Netherlands, we offer same-day urgent transport and overnight / next-day delivery through our overnight distribution network, depending on the pickup location and booking time.
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• For international shipments, we assess the fastest and most suitable solution per route, for example via international express delivery or On Board Courier.
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• Please indicate the urgency of your shipment in your request so we can recommend the most appropriate transport solution.

Maximum dimensions and weight limits vary depending on the service, route, and mode of transport.

• Different conditions and limits apply to parcels, pallets, and air freight shipments.

• We review each shipment in advance and advise the most suitable transport solution.

• Please include the weight, dimensions, and number of packages in your request so we can immediately assess the available options.

For recurring national transport routes, we aim to work with dedicated drivers and a consistent planning team whenever possible.

• This helps ensure your shipments are handled by a familiar and reliable team.

• In some situations, such as illness, holidays, or peak periods, this may not always be possible.

• In such cases, your fixed contact person at OCS Amsterdam monitors the continuity of the planning process.

Yes, deliveries outside standard office hours are possible in many cases, depending on the route, availability, and agreed arrangements.

• This may include evening deliveries or delivery within a specific time window.

• We assess the available options individually for each shipment.

• Please specify your preferred delivery time window when submitting your request so it can be included in the planning.

Yes, you can specify a preferred pickup window when submitting your request.

• For urgent shipments, pickup can often be scheduled at short notice, depending on the booking time.

• For standard shipments, cut-off times apply and may vary by service and destination.

• In general, the earlier a shipment is booked, the more flexibility is available.

Yes, OCS Amsterdam provides international shipping services through international express delivery, air freight, and On Board Courier solutions.

• We operate through the global OCS network within the ANA Group, with offices in many countries.

• Depending on the destination, we offer door-to-door transport solutions, including support with customs clearance.

• Our quotations include available routes and estimated transit times per destination.

If the recipient is unavailable, we assess the most suitable next step based on the specific situation.

• Possible options include a second delivery attempt, delivery to an alternative address, or collection from an agreed location.

• In consultation with the shipper, the shipment may also be returned.

• We contact the customer to coordinate further instructions.
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• We coordinate delivery instructions in advance as much as possible with both the sender and the recipient.

Yes, for many national shipments we can arrange delivery within an agreed delivery time window.

• This may include morning, afternoon, or just-in-time deliveries.

• Availability depends on the route, shipment type, and vehicle availability.

• The delivery window is agreed in advance with the customer and, if necessary, with the recipient.

Shipping costs are calculated based on several factors related to your shipment.

• Key factors include the origin and destination, selected service, weight, volumetric weight, and shipment dimensions.

• Urgency, the chosen transport method, and additional services such as customs clearance or temporary storage may also affect the total transport costs.

• After receiving your shipment details, we provide either a price indication or a detailed quotation.

Yes, for recurring shipments or higher shipping volumes, we can offer customised pricing arrangements.

• Available options depend on shipment frequency, volumes, destinations, and required services.

• Based on your logistics profile, we propose a suitable pricing structure.

• In some cases, we work with volume-based pricing, project rates, or fixed pricing agreements.

Yes, certain additional services may involve extra charges on top of the standard transport rate.

• Examples include customs clearance, urgent deliveries, temporary storage, or additional handling services.

• Our quotations clearly distinguish between transport costs and any applicable surcharges.

• This ensures full transparency regarding the total cost structure before shipment confirmation.

Yes, we can provide a price indication, fixed-rate agreement, or detailed quotation in advance.

• This is based on the shipment information you provide, including the goods, route, volumes, and required service.

• As long as the provided information remains accurate and the shipment requirements do not change, the agreed price serves as the basis for execution.

• For larger or recurring transport flows, we may work with framework agreements or fixed pricing structures.

Yes, additional transport insurance is charged separately from the standard transport costs.

• The premium depends on the insured value, type of goods, and required level of coverage.

• Our quotations clearly specify whether additional insurance costs are included.

• Without additional insurance, only the limited liability under the applicable transport conditions applies.

All prices in our quotations and price indications are excluding VAT, unless explicitly stated otherwise.

Cancelling or changing a shipment may involve additional charges, especially if transport has already been scheduled or capacity has been reserved.

• Any applicable costs depend on the timing of the cancellation, existing reservations, and allocated transport capacity.

• We inform you as quickly as possible about any cancellation or modification charges.

• Any additional costs are always discussed with you in advance.

OCS Amsterdam does not use a public online shipping rate calculator.

• However, you can use our support tools, such as the volumetric weight calculator, to prepare your shipment before requesting a quotation.

• These tools help you calculate volumetric weight and check which shipment details are required for a quotation request.

• For a complete price quotation, we always ask customers to submit a quotation request via the website, email, or telephone, as every shipment is assessed individually.

You can track your shipment using the track & trace function on our website.

• Use the reference number or tracking code provided by OCS Amsterdam.

• Depending on the selected service, you may also receive shipment status updates by email or, where applicable, through our Portal.

• Your shipment confirmation states which tracking options are available for your shipment.

If a delay occurs, we inform you as quickly as possible about the cause and the expected impact on the delivery time.

• We explain what the delay means for the current shipment schedule.
• Together, we discuss the most suitable next step, such as adjusting the route, rebooking a flight, or rescheduling the delivery.

• You receive updates by email or through our customer service team.

For most services, you receive a notification once the shipment has been delivered or when a delivery attempt has been made.

• This may include a status update through track & trace.

• In some cases, you may also receive a confirmation email from our customer service team.

• Upon request, we can also inform the recipient by email, provided the correct contact details are available.

Yes, urgent shipments can include status updates and dedicated shipment coordination.

• You have direct contact with our planning team for questions about the current shipment status.

• Important status changes are communicated by email or telephone.

• OCS Amsterdam does not use a public live tracking map, but we provide clear updates at key milestones such as pickup, departure, arrival, and delivery.

During office hours, we aim to respond to emails and online requests as quickly as possible.

• For telephone enquiries, we can usually assist you immediately.

• During busy periods or with more complex cases, response times may be longer.

• For urgent shipments, we recommend contacting us by phone.

By default, tracking information is shared with the shipper or booking contact.

• If you would like the recipient to track the shipment status as well, we can share track & trace details or relevant updates.

• For this, we require the correct recipient contact information.

• You can indicate this preference during your request or booking instructions.

Depending on the service and shipment flow, OCS Amsterdam can provide additional shipment status visibility for business customers.
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• Through the Portal, customers can view available tracking information for active shipments.

• In some cases, additional status reporting or shipment overviews may be arranged upon request.

• Available options depend on the selected services, shipment volumes, and operational requirements.

A customs declaration is usually required when goods cross the external borders of the European Union.

• This applies to imports into the EU and exports to countries outside the EU.

• For document shipments without commercial value, simplified customs procedures may apply in certain cases.

• In practice, shipments with commercial value almost always require a customs declaration.

• OCS Amsterdam assesses the required customs procedure for each shipment and can arrange customs declarations through specialised customs brokers.

A proforma invoice is a preliminary invoice used for customs purposes, while a commercial invoice relates to an actual commercial transaction or sale.

• A proforma invoice is commonly used when no final sale has taken place yet, for example for samples, repairs, or shipments without a commercial transaction.

• A commercial invoice includes the final transaction value used to calculate import duties and VAT.

• The required invoice type depends on the purpose of the shipment, and we can advise you on this.

For smooth customs clearance, a complete and accurate invoice is essential. Important information includes:

○ Full name and address details of the sender and recipient

○ Clear commercial descriptions of the goods

○ Quantity and weight of the goods, if available

○ Value per item and total shipment value, including currency

○ Country of origin of the goods

○ Reason for export, such as sale, sample, or repair

○ Agreed Incoterms and delivery terms
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• In many countries, HS codes are also mandatory.

OCS Amsterdam can arrange both export and import customs formalities through specialised customs brokers.

• Whether customs clearance is handled by us or by the recipient depends on the agreed arrangements and selected Incoterms.

• The quotation and booking confirmation specify who is responsible for the customs declaration.

• They also define whether import duties and VAT are paid by the sender or the recipient.

You can submit customs documents and invoices digitally as clearly readable PDF, Word, or Excel files.

• In most cases, documents are submitted by email or attached to your quotation or booking request.

• Please ensure that all pages are complete and that signatures are clearly visible.

• For larger projects or ongoing cooperation, additional arrangements can be made for secure document exchange, for example through a Portal or another secure method if your account is configured for this.

We can assist with suitable product descriptions and, in many cases, verify whether the provided HS codes match the goods being shipped.

• Final classification and responsibility for the correct HS code always remain with the sender and the customs authorities.

• If there is any uncertainty, we recommend consulting a customs specialist or licensed customs broker.

• Based on that information, we can process the required customs details for the shipment.

Based on the information provided about your goods, we or a customs specialist can provide an estimate of import duties and VAT.

• This estimate is based on the shipment value, HS code, country of origin, and destination country.

• Any estimate remains subject to final assessment by customs authorities.

• The agreed Incoterms and shipping arrangements determine whether these costs are charged to the sender or the recipient.

In most cases, companies within the European Union that import or export goods outside the EU require an EORI number.

• An EORI number is a unique identification number used for customs purposes.

• If an EORI number is required for your shipment, we will inform you and ask you to provide it.

• Applying for or updating an EORI number must be done directly through the relevant customs or tax authority.

Yes, you can upload shipment-related documents directly through the Portal.

• This may include invoices, packing lists, or specific shipping instructions.

• We recommend uploading attachments in PDF format whenever possible.

• Please ensure all documents are complete and clearly readable so they can be processed correctly.

No, invoices from OCS Amsterdam are normally sent by email.

• Please contact us if you have questions about an invoice or if you would like to receive copies of previous invoices again.

Portal access is provided by OCS Amsterdam for business customers.

• You can submit a request through your dedicated contact person.

• After verifying your details, we create your account.

• You will receive your login credentials and, if required, a short user guide by email.

No, shipments are not automatically insured for the full value of the goods.

• In many cases, only the carrier’s limited liability applies under applicable transport regulations and/or carrier conditions.

• Compensation is often calculated per kilogram and may be lower than the actual invoice value of the goods.

• With additional transport insurance through OCS Amsterdam, you can obtain broader coverage for your shipment value.

You can request transport insurance when booking your shipment.

• Please indicate during your quotation request or booking that you require additional insurance coverage.

• Include the goods value, type of goods, and destination.

• We then assess whether additional insurance is available and under which conditions, and include this in the quotation.

Transport insurance can provide coverage for loss, damage, or theft during national and international transport.

• The maximum insurable amount and conditions depend on the goods, transport route, and required level of coverage.

• Our quotation specifies the available coverage, any exclusions, and the maximum insured value.

• Any specific limits or deductibles are always discussed with you in advance.

Please report any damage or loss to OCS Amsterdam as soon as possible after discovery, preferably immediately after delivery or when a shipment has not arrived.

• Please provide all relevant documents and supporting evidence, such as photos of the damage, invoices, packing lists, transport documents, and any carrier reports.

• We register your claim, assist with the required claim forms, and submit the claim to the insurer or involved carrier.

• You receive updates during the process and will be informed if additional information is required.

Certain goods and situations may be excluded from coverage or may only be insurable under additional conditions.

• Examples include high-value goods, cash, precious metals, live animals, insufficiently packaged shipments, or certain dangerous goods.

• Damage caused by an inherent defect in the goods themselves may also fall outside the coverage.

• Whether a shipment can be insured is assessed individually based on the policy conditions and shipment characteristics.

The handling of a damage claim starts once all required documents have been submitted completely.

• Claims can only be processed once all required documentation is complete.

• Complex claims or international shipments may require additional investigation, which can extend the processing time.

• We keep you informed throughout the process and may request additional information to help speed up the claim handling.

Transport insurance primarily covers direct physical loss or damage to goods.

   •    Consequential losses, such as production downtime or loss of revenue due to delays, are generally excluded from standard transport insurance coverage.

Storage at OCS Amsterdam is intended as a temporary part of the transport process.

• In most cases, this involves short-term storage related to receiving, transhipment, or onward delivery.

• The exact storage period is agreed per shipment or project, depending on planning and available space.

• We are not a long-term warehousing or distribution centre. Extended storage is only offered in exceptional cases and by prior agreement.

Yes, by arrangement we can retrieve or forward goods that are temporarily stored with OCS Amsterdam.

• You can specify which shipments are involved and where they should be delivered.

• We coordinate the planning based on your preferred deadline and our operational availability.

• Any additional handling or transport costs are discussed with you in advance.

For business customers, OCS Amsterdam can provide limited order picking and shipping services as part of a broader logistics solution.

• This is not a standard service for large-scale e-commerce fulfilment operations.

• Available options depend on shipment volumes, frequency, and required services.

• Together, we assess what is operationally feasible and which handling costs may apply.

OCS Amsterdam handles medical and temperature-sensitive shipments, including shipments with dry ice and temperature-controlled storage requirements.

• Temporary refrigerated storage during shipment handling or transhipment is possible following prior approval and operational assessment.

• Please provide the required temperature range, product specifications, and requested transit time so we can determine whether your shipment can be handled safely.

• If additional facilities are required, we work with you to determine the most suitable logistics solution.

Our storage capacity is set up for shipments that are part of transport via OCS Amsterdam.

• This mainly concerns packages, pallets or trolleys that are left standing for a short time.

• There is no fixed minimum volume, but for very large volumes or long-term storage, we look at whether sufficient space is available on a case-by-case basis.

• We recommend that you discuss the planned volumes and duration with us in advance.

In many cases, we can bundle or split shipments before they are shipped.

• This may be organised by destination, customer, or delivery schedule.

• Shipment consolidation and splitting are always handled according to your instructions and our operational capabilities.

• Please contact us in advance so these activities can be scheduled properly.

No, OCS Amsterdam is not a specialised webshop or e-commerce fulfilment centre.

• Our primary focus is on international express delivery, national transport, air freight, and road transport, with additional options for temporary storage and distribution.

• We do not provide full-scale fulfilment services with extensive system integrations, high-volume consumer order processing, or detailed returns logistics.

• For business customers, we can help develop suitable solutions that combine storage, basic order handling, and transport as part of a broader logistics process.

Yes, strict international and national regulations apply to medical products and dangerous goods.

• OCS Amsterdam follows the relevant IATA regulations for air freight and ADR regulations for road transport.

• Not all goods and not all ADR classes are accepted within our network.

• We assess each shipment in advance to determine whether it can be transported safely and in compliance with applicable regulations, based on product specifications and safety data sheets.

Yes, we have experience handling perishable and temperature-sensitive shipments, such as medical samples and pharmaceutical products.

• Depending on the route and product type, we use suitable packaging, cooling solutions, and handling procedures.
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• Please clearly specify the required temperature range and maximum transit time when submitting your request.

• Each shipment is assessed individually to determine whether our network, facilities, and available transit times are suitable for safe handling.

For special shipments, we can arrange refrigerated transport solutions and, subject to prior acceptance by the involved airlines and carriers, shipments using dry ice.

• For each shipment, we assess whether the product, amount of cooling material, and packaging comply with applicable IATA and safety regulations.

• OCS Amsterdam has facilities such as dry ice and temperature-controlled storage for short-term transport handling.

• Please contact us in advance for confirmation and shipment-specific instructions.

Shipments containing lithium batteries fall under the IATA regulations for dangerous goods.

• In some cases, transport is possible, but only with the correct classification, labelling, and packaging.

• Prior acceptance by OCS Amsterdam and the carrier is always required.

• Not all lithium battery types, configurations, or quantities can be accepted. Please provide the UN code, battery type, and packaging information for assessment.

Yes, OCS Amsterdam regularly handles transport for fragile and high-value goods, including artwork, prototypes, and sensitive equipment.

• Together with you, we assess suitable packaging, additional handling requirements, and — if requested — additional transport insurance.

• Where necessary, we use specialised handling solutions to help ensure careful handling throughout transport.

• This helps ensure the shipment is transported as safely as possible within the agreed transit time.

Yes, for shipments requiring maximum speed or additional security, we offer an On Board Courier service.

• A courier personally accompanies the shipment during transport and hands it directly to the recipient at destination.

• The exact route, flights, and timing are coordinated individually based on your deadline and flight availability.

• Our quotation specifies the available options and the applicable conditions.

Yes, OCS Amsterdam has experience transporting exhibition materials, exhibition stands, and other time-critical shipments for events and trade fairs.

• We can assist with the pickup, transport, and delivery of materials such as displays, structures, promotional materials, and technical equipment.

• Deliveries can, depending on the schedule and location, be coordinated with setup, exhibition, and dismantling schedules.

• Please clearly specify the materials, location, and deadlines in your request so we can assess the most suitable transport solution.

Yes, OCS Amsterdam can often arrange a return shipment or redelivery when a shipment is refused or delivered to the wrong address.

• We always first coordinate with the sender or contracting party to confirm what should happen with the goods.

• Possible options include returning the shipment to the sender, attempting delivery again, or delivering to an alternative address.

• Any additional transport and handling costs are discussed with you in advance.

The cost of a return shipment depends on the commercial agreements between the sender and the recipient.

• In practice, return shipping costs are usually paid by the sender or contracting party of the original shipment.

• OCS Amsterdam charges the transport and handling costs to the party with whom the logistics arrangements were made.

The speed of a return shipment depends on the selected service and the location of the goods.

• For urgent returns, we can often arrange fast transport through our express and courier services.

• For non-urgent return shipments, we select a suitable standard solution with a realistic transit time.

• Based on your required delivery time, we prepare a tailored proposal.

If the recipient refuses the shipment, we contact the sender or contracting party for further instructions.

• Possible next steps include attempting delivery again at another time, delivering to an alternative address, temporary storage, or returning the shipment.

• We always coordinate the next step with you in good time.

• Any additional costs are discussed in advance.

A return shipment can be insured in the same way as the original shipment.

• If you arranged additional transport insurance through OCS Amsterdam, this coverage may also apply to the return shipment, provided the value and conditions remain the same.

• Without additional insurance, the same limited liability applies under the applicable transport conditions.

• If you are unsure about the coverage for a return shipment, we can review it with you.

Yes, through the global OCS network, OCS Amsterdam can arrange return shipments in many countries.

• We can arrange for goods to be collected and returned to the Netherlands or delivered to another agreed destination.

• Available options, transit times, and rates vary by country and shipment type.

• Based on the pickup location, goods, and required delivery time, we prepare a tailored proposal.

No, OCS Amsterdam is responsible for the logistics transport of return shipments, not for commercial warranty terms or return policies.

• Warranties, refunds, and return conditions are always determined by the seller or manufacturer.

• We only handle the transport and can support you with documentation and transport insurance.

• For questions about warranties or refunds, please contact your supplier or seller.

You can contact OCS Amsterdam in several ways.

• You can call us, send an email, or complete the contact or quotation request form on our website.

• For new enquiries or quotation requests, we recommend using the quotation form or email.

• For questions about ongoing shipments, you can contact our customer service team directly by phone or email.

• Our current contact details can be found on the Contact page.

During office hours, we are available for all enquiries and shipment-related questions.

• For urgent shipments, we offer additional availability outside office hours.

• In such cases, the relevant contact number will be provided by your contact person or in your booking confirmation.

• For urgent matters, we always recommend contacting us by phone so we can respond quickly and prioritise your shipment.

For regular business customers, we work with a dedicated contact person or a small support team.

• This team becomes familiar with your organisation and typical shipment requirements.

• You have one dedicated point of contact for quotations, planning, and shipment-related questions.

• Depending on your shipment volumes and required services, this setup can be agreed at the start of the cooperation.

• If your regular contact person is unavailable, another colleague will take over your account or shipment case.

We aim to respond to emails and online forms as quickly as possible.

• During busy periods or for more complex requests, response times may be slightly longer.

• For urgent shipments or immediate questions, we recommend contacting us by phone.

• For urgent shipments, we assess the available transport options as quickly as possible.

Yes, personal contact is one of the strengths of OCS Amsterdam.

• When you call us, you speak directly with a staff member without extensive automated phone menus.

• This allows us to respond quickly to questions, shipment changes, or urgent transport requests.

• If necessary, the staff member will connect you with the appropriate colleague or department.