Help & Support
Frequently Asked Questions
Answers to the most important questions about shipping, prices, tracking and more.
General Questions
5 questionsWhat is NexCargo?
NexCargo is your digital logistics platform for fast, reliable and affordable transport. We offer national and international shipping for parcels, pallets and express shipments – all through one central platform.
How does NexCargo work?
Simply enter your shipping details, receive an instant quote, book online and we take care of the rest. You can track your shipment in real time at any time and receive automatic updates.
Who is NexCargo suitable for?
NexCargo is aimed at businesses of all sizes – from sole traders to large corporations. Private individuals can also use our service for occasional shipments.
What advantages does NexCargo offer?
You benefit from competitive prices through our partner network, real-time tracking, fast customer support, flexible shipping options and a simple booking process. We also offer discounts for high-volume shippers.
Do I need an account?
No account is required for a one-off booking. However, for regular shipments and access to your shipping history we recommend free registration.
Shipping & Booking
5 questionsHow do I book a shipment?
Use our price calculator on the homepage or under "Calculate price". Enter the collection and delivery address, dimensions and weight. You receive an instant quote and can book directly online.
What information do I need for a booking?
You need: collection and delivery address with postcode, dimensions (length, width, height) and weight of the shipment, desired collection date and contact details. Optionally: special requirements such as express delivery.
How quickly will my shipment be delivered?
The delivery time depends on the chosen shipping method: express shipping within 24h, standard shipping nationally 1-2 working days, international shipping 2-5 working days depending on the destination country.
Can I cancel a collection?
Yes, cancellations are possible free of charge up to 24 hours before the planned collection time. Please contact our Customer Support by email or phone.
Can I book multiple shipments at the same time?
Yes, with a registered account you can book and manage multiple shipments simultaneously. For large orders please contact our sales team.
Prices & Payment
5 questionsHow are shipping costs calculated?
Costs are based on weight, dimensions (volumetric weight), distance and shipping method. Use our price calculator for an instant, transparent quote without hidden costs.
What is volumetric weight?
Volumetric weight is calculated as (length × width × height in cm) ÷ 6000. The higher weight is charged – either the actual weight or the volumetric weight.
What payment methods do you accept?
We accept bank transfer, credit card (Visa, Mastercard), PayPal and for business customers we offer payment by invoice with agreed payment terms.
Are there discounts for high-volume shippers?
Yes, from 25 shipments per month you receive automatic discounts. From 50 shipments there are additional benefits such as a dedicated account manager and priority support. Details can be found under "Volume discounts".
Are there additional fees?
Our price is transparent and includes all standard services. Additional costs only arise for special services such as express delivery, Saturday collection, cash on delivery or additional insurance.
Shipment Tracking
5 questionsHow do I track my shipment?
After booking you receive a tracking number. Use our shipment tracking at system.nexcargo.de/tracking or click the tracking link in your confirmation email.
When do I receive tracking updates?
You receive automatic email notifications upon collection, during transit and upon delivery. In shipment tracking you can see the current status in real time.
What do the different statuses mean?
Registered = shipment is in the system; Collected = driver has taken over the shipment; In delivery = shipment is on the way to the recipient; Delivered = shipment was successfully handed over.
What do I do if the shipment does not arrive?
First check the tracking status. If the shipment is marked as delivered but has not arrived, contact our Customer Support immediately with your shipment number.
Do I receive an invoice?
Yes, you automatically receive an invoice by email after every booking. In your account you can view and download all invoices at any time.
Packaging & Preparation
5 questionsHow must I package my shipment?
Use sturdy, new cardboard boxes with sufficient padding material. The goods should have at least 5 cm clearance on all sides and must not be able to move. Details can be found in our packaging tips.
Are there size or weight restrictions?
Standard parcels up to 31.5 kg and maximum 120 cm length. For heavier or larger shipments (pallets, bulky goods) we offer specialist transport. Contact us for individual solutions.
Can I ship fragile items?
Yes, please pack fragile items especially carefully with sufficient padding material. Label the box with "Fragile" or "Handle with care" and book additional transport insurance.
Which goods may not be shipped?
Prohibited: hazardous goods (except with special permit), perishable food, live animals, weapons, drugs and illegal goods. Lithium batteries must be specially labelled.
Do I need to frank the shipment?
No, you receive a shipping label from us by email which you print and attach to the box. The shipping is already paid.
Insurance & Damage Claims
5 questionsIs my shipment insured?
Yes, every shipment is automatically insured up to €500. For higher goods values you can add additional insurance when booking.
How do I report damage?
Document the damage immediately with photos and contact our Customer Support within 24 hours. Use our damage report form or send an email with all details.
How long does damage processing take?
After receipt of all documents we process damage cases usually within 5-7 working days. You receive regular updates on the status of your case.
What happens if the shipment is lost?
If a shipment is considered lost (not delivered within 14 days), we refund the goods value up to the insurance sum. Report the loss to our support immediately.
Are you liable for delivery delays?
We do everything to meet the stated delivery times. For delays due to force majeure (severe weather, strike, etc.) we cannot accept liability. Express shipments with time guarantee are partially refunded in case of delay.
Service & Support
5 questionsHow do I reach customer support?
By email at info@nexcargo.de (response within under 1 hour) or by phone at +49 911 4008 727 (Mon-Fri 08:00-17:00). You can also request a callback.
Do you offer international shipments?
Yes, we ship worldwide. For international shipments we additionally need customs documents and possibly commercial invoices. Our team is happy to support you with the process.
Can I redirect my shipment?
Yes, as long as the shipment has not yet been dispatched for delivery, you can change the delivery address. Please contact our support immediately with your shipment number.
Do you offer storage?
Yes, we offer short-term storage for shipments that cannot be delivered immediately. For longer-term storage solutions please contact our sales team.
Can I grant a safe place authorisation?
Yes, when booking or subsequently you can grant a safe place authorisation, so that the driver can place the shipment in a safe location if no one is present.
Still have questions?
Our support team is available Mon–Fri 08:00–17:00 by phone, email or live chat.
General questions about NexCargo
NexCargo is a digital platform that connects businesses with vetted freight forwarders. You can compare freight prices, book transports and track shipments — all digitally and without paperwork. Using the platform is free — you only pay for actually booked transports.
Questions about booking and prices
How do I book a transport? Enter shipment data (collection point, delivery destination, weight, dimensions), compare offers, select desired carrier and book. The entire process usually takes under 5 minutes.
How are freight prices calculated? Prices are based on weight, volume (loading metres), distance, shipment type and chosen additional services. Fuel surcharge and toll are already included.
What is volumetric weight? When a shipment takes up more space than its actual weight justifies, volumetric weight is calculated: (L×W×H in cm) / 5000. The price is based on the higher value.
Questions about damage and complaints
What do I do with damaged goods? Note damage in writing on the consignment note upon delivery and document with photos. Submit a damage report to NexCargo within 7 days.
What is the liability limit? Nationally: 8.33 SDR per kg (approx. €9–10/kg). For valuable goods we recommend additional transport insurance.