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Customer Support

We are here for you – get in touch with us

By Email

  • • Email: info@nexcargo.de
  • • Write an email and get in touch
  • • Response within under one hour
Send email

Request callback

Our service hours are Mon – Fri: 08:00 to 17:00.

Request callback here

By Phone

  • • Phone number: +49 911 4008 727
  • • Mon – Fri: 08:00 to 17:00
  • • Response times within 5 to 7 minutes
Call now

Need more help?

Visit our FAQ page for quick answers to frequently asked questions or use our packaging tips for safe shipping preparation.

View FAQ View packaging tips

Your direct contact with NexCargo

Even though NexCargo is a digital platform, there is a real team behind every click. Our customer service consists of experienced logistics professionals who help you quickly and competently with questions, problems and special requests.

Contact channels

Live chat in the portal: The fastest way for simple questions. Response usually within a few minutes during business hours.

Email: For more complex enquiries, damage reports or special transport requests. Response time: usually within 4 hours on working days.

Ticket system: For matters requiring documentation and traceability (damage processing, complaints).

Self-service functions in the portal

Retrieve shipment status in real time, download documents, view and cancel bookings, report damage (with photo upload), view invoices and payment history. Self-service is available around the clock.

Frequently asked questions for customer service

When is customer service available?
Monday to Friday from 8 am to 5 pm on +49 911 4008727, and any time by email to info@nexcargo.de. For consignments in transit with an acute problem — driver did not arrive, consignment cannot be located — calling is the fastest route, because the consignment status can be checked directly in the system.
Where do I find the current status of my consignment?
After booking you receive a tracking link that lets you and your recipient see the status at any time without logging in. If tracking shows no movement for more than a business day, get in touch — we then check directly in the network where the consignment is.
What should I do if the driver does not arrive at the agreed time?
Call us the same day. We check the route scheduling and usually arrange a replacement collection on the next business day. For time-critical consignments we can switch to a direct run at short notice — more expensive, but it holds the deadline.
How do I report transport damage correctly?
Externally visible damage must be noted on the delivery receipt on acceptance — without that note, settlement is difficult. Report concealed damage in writing within seven days. Send photographs of the packaging, the goods and the pallet along with the delivery receipt; that usually allows the case to be processed without follow-up questions.
Can a consignment be redirected to a different address after booking?
Before collection, at any time. After collection a redirect is only possible to a limited extent and incurs a charge, because the consignment is already scheduled onto a delivery route. Within the same delivery area it usually works; across area boundaries it rarely does. In that case call us rather than filling in a form.

Personal Consultation

Would you like to contact us personally?

Our sales team offers individual consultation and special rates. From 10 regular shipments per month we provide tailored solutions. We respond within one hour.

Schedule a Meeting