FAQs

Delivery times depend on the service chosen and on the region of origin and destination.
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• Within the Netherlands, you can choose between overnight delivery, same-day rush rides or delivery in an agreed time window.
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• For international shipments, we provide a realistic turnaround time for each country in the quote.
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• With your request, you will always receive an indication of the expected delivery time based on route, service and any customs processing.

Yes, we can organize urgent deliveries within the Netherlands as a same-day or next-day.
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• For national shipments, we offer same-day expedited rides and next-day delivery via our overnight network, depending on the pickup location and time of booking.
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• For international shipments, we look for the fastest feasible solution per route via international express delivery or, if appropriate, On Board Courier.
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• When you request, clearly state how urgent the shipment is and we will recommend the most appropriate service.

Weight and size limits vary by service, vehicle, and route.

• There are different limits for packages and smaller packages than for pallets or air freight shipments.

• We pre-test your shipment and propose an appropriate transport solution, possibly via partners.

• Always include the dimensions, weight and number of packages with your request, so that we can immediately assess what is possible.

For recurring national routes, we try to work with regular drivers and a permanent planning team where possible.

• As a result, your deliveries are handled by a well-known team as much as possible.

• This cannot be guaranteed in all situations, for example in the event of illness, vacations or extreme hustle and bustle.

• In such cases, your regular contact person at OCS Amsterdam monitors continuity.

Delivery outside standard office hours is in many cases possible, but always in consultation.

• Think of an evening delivery or a specific time window that has been coordinated with the recipient.

• For each shipment, we check whether the desired periods are feasible, depending on service, route and location.

• State your desired period of time when you apply and we will take this into account in the planning.

You can specify a desired collection window with your request, and we will see what fits the schedule.

• In case of urgent trips, collection can often be scheduled at short notice, depending on the time of booking.

• For standard shipments, we schedule within the applicable cut-off times and coordinate the final collection window with you.

• The sooner you register the shipment, the more room there is to take your preferences into account.

Yes, OCS Amsterdam provides international shipments via international express delivery, air freight and On Board Courier.

• We use the global OCS network within ANA Group, active in dozens of countries.

• Where possible, we offer door-to-door solutions, including customs processing through specialized partners.

• In your quote, we will indicate for each destination which routes and lead times are feasible.

If the recipient is not present, we will look at the most appropriate next step for each situation.

• Possible options include a new delivery attempt, delivery to an alternative address or pick up at an agreed location.

• In consultation with the sender, the shipment can also be returned.

• We contact the sender or client for instructions so that the goods do not remain in the network indefinitely.

• Shipments will not be left unattended or deposited in the mailbox without explicit permission.

Yes, for many national shipments, we can offer delivery in an agreed time window.

• For example, this could be a morning or afternoon time slot, or a narrower window for just-in-time deliveries.

• The options depend on the route, the type of shipment and the availability of vehicles.

• We coordinate the time window with you in advance and, where necessary, also with the recipient.

The shipping price is calculated based on several factors surrounding your shipment.

• Important elements include origin and destination, type of service, weight, volumetric weight and dimensions.

• Urgency, chosen transport mode and any additional services such as customs processing or storage also play a role.

• After receiving your details, you will receive a specified price indication or quote.

Yes, for recurring shipments or larger volumes, we can often make customized agreements about rates.

• The options depend on frequency, volumes, destinations and the desired services.

• Based on your profile, we suggest an appropriate fee structure, possibly with scales or project agreements.

Some services may incur additional charges in addition to the basic transport rate.

• Think of customs processing, urgent delivery, temporary storage or additional handling.

• In your quote, we make a distinction between transport costs and any surcharges.

• This way, you can clearly see what the total price is made up of.

Yes, we can provide a fixed price agreement or a specified quote in advance.

• This is based on the data you provide about goods, route, volumes and desired service.

• As long as the information provided is correct and no changes occur, this price agreement remains valid.

• For complex projects or longer processes, we often work with a framework offer or tariff structure that we coordinate with you.

Yes, additional transport insurance is calculated separately on top of the standard shipping costs.

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

• In your quote, we clearly state whether additional insurance costs are included.

• Without additional insurance, only limited liability under the applicable terms of carriage applies.

All amounts stated in the quote are exclusive of VAT, unless explicitly stated otherwise.

Cancellation or change may involve costs, especially if transport has already been scheduled or capacity has been reserved.

• The amount of the costs depends on the time of cancellation and the agreements made with carriers and partners.

• We will inform you about any cancellation or change costs as soon as you make a change, so that you can make an informed choice.

You can use our support tools to properly prepare your shipment, for example with a volume-weight calculator.

• This allows you to calculate the volume weight yourself and see what data is needed for a quote.

• For a full quote, we always ask you to request a quote via the website, by email or by phone.

• We do not have a public online rate calculator; each price is tailored to your specific shipment.

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

• Use the reference or tracking code that you receive from OCS Amsterdam.

• Depending on the service chosen, you will also receive status updates via email or via our Portal.

In case of delay, we will inform you as soon as possible about the cause and the impact on the expected delivery time.

• We explain what the delay means for the current schedule.

• Together, we will look at the best possible next step, such as rebooking a flight, changing the route or rescheduling the delivery.

• You will receive updates about this via email or telephone contact with our customer service.

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

• This can be via a status update in track & trace.

• You can also receive an email from our customer service confirming it.

• Upon request, we can inform you by email, as long as contact details are available.

For urgent shipments, we offer fixed coordination and extra accessibility.

• You are in direct contact with our planners for questions about the status.

• In case of major status changes, you will receive an update via email or phone.

• We do not work with a public live map, but provide clear status information at times such as pickup, departure, arrival and delivery.

During our opening hours, we aim to respond to emails and online forms within one hour.

• In most cases, we will help you immediately if you have any questions over the phone.

• In case of busy or more complex files, the response time may be slightly longer.

• If you have an urgent shipment, we recommend that you always contact us by phone.

By default, we share tracking information with the sender or client.

• If you want the recipient to also be able to track the status, we can share track & trace data or relevant email updates with them.

• To do this, we need the recipient's correct contact details.

• You can indicate this wish in your request or in the booking instructions.

Yes, for most shipments, we can send email notifications at important statuses.

• Think of notifications when picked up, delayed or delivered.

• We do not use text alerts for OCS Amsterdam shipments.

• If you have specific wishes for the type of reports, please let us know when you request.

For regular business customers, we can make agreements about status overviews.
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• On the portal, you can see which shipments are en route or have already been delivered.

• Options include periodic reports or exports from our system.

• Which solution is appropriate depends on your volumes, services and reporting needs; discuss this with your contact person at OCS Amsterdam.

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

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

• Simplified rules apply to many purely document shipments with no commercial value.

• In practice, a customs declaration is almost always required for goods with value.

• OCS Amsterdam assesses which customs procedure is necessary for each shipment and can have the declaration taken care of for you via specialized customs partners.

A proforma invoice is a provisional invoice for customs purposes; a commercial invoice is part of an actual sale.

• A proforma invoice is used if a final sale has not yet taken place, for example for samples, repairs or shipments without a commercial transaction.

• A commercial invoice contains the final transaction value over which import duties and VAT can be calculated.

• Which invoice is required depends on the purpose of your shipment; we can advise you on this.

A complete and clear invoice is essential for smooth customs processing. Important information includes:

○ name and address details of sender and recipient

○ description of the goods in clear commercial terms

○ number of pieces, weight (if known)

○ value per item and total value, including currency

○ country of origin of the goods

○ reason for export (e.g. sales, sample, repair)

○ agreed Incoterms and delivery condition
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• In many countries, the addition of HS codes is mandatory.

OCS Amsterdam can have both export and import formalities provided by specialized customs partners.

• Whether we arrange customs clearance or the recipient depends on the agreements made and the Incoterms chosen.

• In the quote and booking confirmation, we specify who is responsible for the customs declaration.

• It is also determined who pays import duties and VAT (sender or recipient).

You can submit customs documents and invoices digitally as easy-to-read PDF or Office files.

• By default, this is done via email or as an attachment to your quote or booking request.

• Make sure all pages are complete and signatures are clearly visible.

• For larger files or permanent cooperation, we can make additional agreements about exchanging documents, for example via a Portal or another secure method, if your account is set up for this purpose.

We can help you come up with an appropriate product description and, in many cases, check whether supplied HS codes make sense for the product.

• The final format and responsibility for the correct HS code always lies with the sender and customs authorities.

• In case of doubt, we recommend that you consult your internal customs specialist or an authorized customs broker.

• Based on their input, we can process the necessary data in the shipment.

Based on the information about your goods, we or our customs partner can provide an indication of import duties and VAT.

• This looks at the value, HS code, origin and destination of the goods.

• The indication we provide is only an estimate.

• In the agreements and Incoterms, we specify whether these costs will be charged to the sender or recipient.

In most cases, an EORI number is required for companies within the EU that import or export goods to countries outside the EU.

• This is a unique identification number for customs purposes.

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

• You can apply for or change an EORI number yourself at the competent customs or tax authorities.

Via the Portal, you can register shipments online if your account is set up for this purpose.

• After logging in, fill in the sender and recipient details.

• You choose the desired service and add documents where necessary.

• Upon completion, you will receive an email confirmation with any references you must include with the shipment.

• New users can request access to the Portal via OCS Amsterdam.

Yes, you can add documents to a shipment yourself in the Portal.

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

• Please upload your attachments in PDF format.

• Always ensure that documents are complete and easy to read, because we cannot fill in missing information.

The Portal shows the status information of previously registered shipments that are linked to your account.

• You can set up your portal yourself so that all relevant information is visible.

• The Portal only shows your recent shipments. Older shipments can be found via the archive or via our customer service.

• If you have specific needs for history or reports, discuss this with your contact person.

For business customers, it is possible to have multiple user accounts created under the same customer number.

• This can be useful if different departments or locations work with OCS Amsterdam.

• Creating and managing users is always done in consultation with OCS Amsterdam.

By default, you will receive invoices from OCS Amsterdam by email.

You can save and reuse addresses. It is not possible to copy complete shipments.

Access to the Portal is provided by OCS Amsterdam to business customers.

• You can submit a request via your regular contact person

• After reviewing your data, we will create an account.

• You will receive your login details and, if necessary, a short user instruction by email.

No, shipments are not fully insured for the full value of goods by default.

• In many cases, only the carrier's limited liability under laws, regulations and/or conditions of carriage applies.

• The fee is then often calculated per kilogram and may be lower than the invoice value.

• With additional transport insurance via OCS Amsterdam, you can better cover the value of your shipment.

You can request transport insurance when booking your shipment.

• When requesting a quote or booking, please indicate that you would like additional coverage.

• State the commodity value, the nature of the goods and the destinations.

• We will then see if and under what conditions additional insurance is possible and include this in the quote.

Transport insurance covers damage, loss or theft of goods during the transport journey.

• The maximum insurable amount and conditions depend on the goods, the route and your wishes.

• In the quote, we indicate what coverage is available, what exclusions apply and up to what value the shipment can be insured.

• Specific limits and deductibles are always agreed with you in advance.

Report damage or loss to OCS Amsterdam as soon as possible after discovery, preferably shortly after delivery or the absence thereof.

• Gather evidence such as photos, packing lists, invoices, and any carrier reports.

• We register your report, guide you in filling out claim forms and - where applicable - file the claim with the insurer or carrier involved.

• You will receive interim updates on progress and will be notified if additional information is needed.

Certain goods and situations may be excluded or only insured under additional conditions.

• Think of highly valuable goods, cash, precious metals, live animals, inadequately packaged shipments or certain dangerous substances.

• Damage caused by the goods's own defect may also be excluded.

• We assess whether your shipment is insurable per request based on the policy conditions and characteristics of the shipment.

The processing time of a claim depends on the complexity of the file and the assessment by the insurer and/or carrier.

• Simple claims can be dealt with relatively quickly once all documents are complete.

• In the case of more complex cases, processing may take longer, for example due to additional research.


• We will keep you informed and, if necessary, request additional information to expedite processing.

Yes, we always ask you to provide supporting documentation for a claim.

• Think of photos of the damage, packing lists, invoices, bills of lading and any reports from the carrier.

• By default, you can send these documents to us by email.

Transport insurance primarily focuses on direct material damage to the goods. Consequential damage, such as production downtime or lost turnover, is not covered by our standard policies.

Storage at OCS Amsterdam is intended as a temporary link in the transport process.

• In most cases, this involves short periods of reception, transshipment or redelivery.

• We agree on the exact duration per shipment or project, depending on space and planning.

• We are not a long-term storage or distribution center; long-term storage is only offered in exceptional cases and after consultation.

Yes, in consultation, we can retrieve or forward goods that are stored with us.

• You can specify which shipments are concerned and which delivery address they should be sent to.

• We tailor the schedule to your desired deadline and our operational options.

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

For business customers, we can provide limited order picking and shipping as part of a wider logistics process via OCS Amsterdam.

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

• The options depend on volumes, frequency and desired service.

• Together, we look at what is feasible for each case and what handling costs are associated with it.

OCS Amsterdam has experience with medical and temperature-sensitive shipments and has facilities such as freezers and dry ice.

• Short, conditioned storage during shipping or transhipment is possible, but always only after prior coordination and acceptance.

• Provide your temperature range, product specifications and maximum lead time and we will assess whether we can process your shipment safely.

• If our facilities or network are not suitable, we will look for an alternative transport plan together.

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 can be done, for example, by destination, by customer or by delivery date.

• Combining or splitting is always based on your instructions and our operational capabilities.

• Please contact us in time so that we can properly plan these actions.

No, OCS Amsterdam is not a specialized webshop or e-commerce fulfillment center.

• We primarily focus on international express delivery, national transport and air and road transport, with additional options for temporary storage and distribution.

• We do not offer standard “all-in” fulfillment with extensive IT links, high consumer volumes and return processing at a detailed level.

• For business customers, we can help you think about an appropriate combination of storage, simple order processing and transport within a wider logistics process.

Storage at OCS Amsterdam is intended as a temporary link in the transport process.

• In most cases, this involves short periods of reception, transshipment or redelivery.

• We agree on the exact duration per shipment or project, depending on space and planning.

• We are not a long-term storage or distribution center; long-term storage is only offered in exceptional cases and after consultation.

Yes, in consultation, we can retrieve or forward goods that are stored with us.

• You can specify which shipments are concerned and which delivery address they should be sent to.

• We tailor the schedule to your desired deadline and our operational options.

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

For business customers, we can provide limited order picking and shipping as part of a wider logistics process via OCS Amsterdam.

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

• The options depend on volumes, frequency and desired service.

• Together, we look at what is feasible for each case and what handling costs are associated with it.

OCS Amsterdam has experience with medical and temperature-sensitive shipments and has facilities such as freezers and dry ice.

• Short, conditioned storage during shipping or transhipment is possible, but always only after prior coordination and acceptance.

• Provide your temperature range, product specifications and maximum lead time and we will assess whether we can process your shipment safely.

• If our facilities or network are not suitable, we will look for an alternative transport plan together.

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 can be done, for example, by destination, by customer or by delivery date.

• Combining or splitting is always based on your instructions and our operational capabilities.

• Please contact us in time so that we can properly plan these actions.

No, OCS Amsterdam is not a specialized webshop or e-commerce fulfillment center.

• We primarily focus on international express delivery, national transport and air and road transport, with additional options for temporary storage and distribution.

• We do not offer standard “all-in” fulfillment with extensive IT links, high consumer volumes and return processing at a detailed level.

• For business customers, we can help you think about an appropriate combination of storage, simple order processing and transport within a wider logistics process.

Yes, OCS Amsterdam can often organize a return or redelivery if a shipment is refused or delivered incorrectly.

• We always first agree with the sender or client what should be done with the goods.

• Possible options include: return to the sender, relist, or deliver to an alternative address.

• Any additional transport and handling costs will be agreed with you in advance.

The costs of a return shipment depend on the commercial agreements made between sender and recipient.

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

• OCS Amsterdam charges the transport and handling costs incurred to the party with whom the logistical agreements have been made.

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

• For emergency returns, we can often switch quickly via our express and courier services.

• For non-urgent returns, we choose an appropriate standard solution with a realistic turnaround time.

• Based on your desired delivery time, we will make a customized proposal.

If a recipient declines the shipment, we will contact the sender or customer for instructions.

• Possible next steps include: relist at another time, deliver to an alternative address, temporarily store or return.

• Without clear instructions, goods do not remain indefinitely in the network; we will always agree on a next step with you.

• Any additional costs will be discussed in advance.

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

• If you have taken out additional transport insurance through OCS Amsterdam, this coverage can also apply to returns, as long as the value and conditions match.

• Without additional insurance, the same limited liability applies under the applicable terms of carriage.

• If you are unsure about the coverage of a return shipment, we will be happy to review your file with you.

Yes, through the international network, OCS Amsterdam can organize returns in many countries.

• We can have goods returned to the Netherlands or to another agreed destination.

• The options, terms and rates vary by country and type of shipment.

• Based on pickup location, goods and desired delivery time, we make a customized proposal.

No, OCS Amsterdam is a logistics service provider and not a seller of the goods.

• Product warranties, withdrawal rights and commercial return conditions are always determined by the seller or manufacturer.

• We only provide the physical transport of returns and can help with appropriate transport insurance and documentation.

• For questions about warranty or reimbursement, please consult your own sales organization or supplier.

You can reach OCS Amsterdam in various ways.

• You can call, send an email, or fill out the contact or quote form on the website.

• For new requests, please use the quote form or email.

• For questions about ongoing shipments, please call or email our customer service directly.

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

During office hours, we are available by default for all your questions.

• For urgent shipments, we offer extra accessibility outside office hours.

• In such cases, you will receive the correct phone details via your contact person or confirmation email.

• In case of an emergency, always contact us by phone so that we can switch immediately and give priority to your file.

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

• This team knows your organization and your typical shipments.

• You have one recognisable point of contact for quotes, planning and questions about shipments.

• Depending on your volumes and services, this configuration can be adjusted at the start of the collaboration.

• In the absence of your permanent contact person, a colleague takes over the file.

Yes, quotes can be confirmed digitally.

• In most cases, a written agreement by e-mail or a signed PDF is sufficient.

• Larger projects or framework agreements may require additional documents or contracts.

• We will coordinate these additional agreements in consultation with you.

We aim to respond to emails and online forms within a few hours, no later than the same day, on working days.

• In case of busy or more complex requests, the response time may be slightly longer.

• If you have an urgent shipment or a direct question, we recommend that you contact us by phone.

• For emergency files, where possible, we will immediately check the status of your shipment.

Yes, one of our priorities is direct personal contact.

• When you call, you get an employee on the line and no long drop-down menu.

• So you can ask your question quickly and look for the best solution together.

• If necessary, the employee will connect you directly to the appropriate department.