FAQ

Frequently Asked Questions

  • Your package should arrive on the estimated delivery date and time. With your tracking number, you can keep an eye on your shipment and view the estimated delivery date and time.
  • The status 'Exception' means that an unexpected event is delaying the delivery of your package. Some examples include:
    • Customs delays
    • Holidays
    • Strikes
    • Bad weather
    • No one was there to receive your package at delivery
    • Missing documentation
    • Security restrictions
    You can avoid delays by:
    • Taking public holidays, strikes and bad weather into account when planning your shipment
    • Ensuring someone is available to receive your package at delivery
    • Making sure all your shipping documents are in order
    Some exceptions, such as customs delays, might be out of your hands and then the best thing to do is wait.
  • If you’re the shipper, you can change the delivery address for most shipments online by logging in to your AGS shipping account. Alternatively, you can request to hold the shipment at an AGS location for pickup instead of delivery. The receiver will just have to take a valid form of identification with them. If you choose to change the delivery address, AGS can only accept your request if:
    • There are no restrictions to changing addresses on your account
    • The new address is not in another country
    • The shipment hasn’t been delivered yet
    If you’re the receiver, you can change the delivery address by getting in touch with the shipper, who will have to authorize the change. However, you can’t change the delivery address for dangerous goods shipments for safety and security reasons. They can be held at a pickup point in the same service area as the original address or returned to the shipper. Dry ice (UN 1845) is the only exception and shipments containing it may be rerouted. Bear in mind that additional restrictions and fees may apply when rerouting packages. Rerouting isn't always possible because we can't physically change the original air waybill attached to the shipment. Asian Global Shipment Money Back Guarantee also doesn’t apply to shipments where the delivery address was changed.
  • You can get a proof of delivery letter over on asianglobalshippment.com – all you need to do is enter your air waybill number. You can also get a signed proof of delivery letter which includes a signature image and shipment information. Here are a few things to keep in mind when requesting a signed proof of delivery letter:
    • Signed proof of delivery letters, including the signature image and shipment information, are available for up to 18 months with AGS Express
    • You can request up to 30 signed proof of delivery letters at once. However, the fax option is not available for multiple letters.
    • If you have a nine-digit AGS account number, you can get a signed proof of delivery letter with all the details of the shipment. If available, this information includes the full name, company name, street address, city, state/province, ZIP, and country of both the shipper and recipient.
    • If you don’t have a nine-digit AGS account number, you can still get a signed proof of delivery letter but it will display limited information about the shipment.
    • If no signature is available, you can still view, print, email and fax the available proof of delivery information. If there is still no signature available after seven business days, please contact us.
    • A signature may be unavailable if the sender or recipient signed a signature release agreement.

  • If you don't have a tracking number, you can track your packages online using your reference number.

  • ‘In transit’ means that your package is on its way to its final destination. It does not necessarily mean that your package is in a moving vehicle such as an aircraft or truck. It may be at a AGS facility.
  • For returns and prelabeled packages below 15 kg, find a retail point near you to drop off your package. Please also make sure your package is only up to 90x60x60 cm. For any larger shipments, simply go to our Feda location finder and search for a pick-up or drop-off point near you.
  • Asian Global Shipment is unable to ship prohibited items on behalf of its customers. Prohibited items are items that cannot be received, stored, shipped, imported and/or exported due to regulatory, hazard, safety or other reasons. While some items are prohibited, others are just restricted and may require special permits or licenses prior to exporting from or importing to a specific country or territory. Take a look at this list to see which items are restricted in different countries.
  • You can’t ship prescription drugs to the U.S. unless it’s been approved by the Food and Drug Administration (FDA). However, there are a few exceptions. In general, prescription drugs made and exported from the U.S. can only be returned to the U.S. manufacturer. In some cases, a small amount of prescription drugs can be imported into the U.S. – if they adhere to FDA regulations. If you meet the requirements, you need to include the following information on the commercial invoice:
    • A valid copy of the doctor’s prescription
    • Complete name, address and phone number of the recipient's licensed treating physician
    • Name and address of the drug manufacturer
    • Form of medicine (tablets, capsules, liquid etc.)
    • Quantity
    • Type of packaging
    • Type of medical condition being treated
    • If the medication can be purchased at the destination
    • Dosage strength
    • Copy of passport (if the recipient is a non-resident)
    Bear in mind you’re limited to just a 90-day supply of imported prescription drugs.
  • Yes – however, when shipping or importing lithium batteries, including those contained in or packed with devices and equipment, you need to adhere to packing and marking requirements as per dangerous goods regulations.
  • Dangerous goods are items or substances that, if not handled or packed properly, could pose a risk to health, safety, property or the environment. Dangerous goods are divided into nine classes, plus a few sub-classes. The class your product falls under will affect how you pack, label and transport it. If you’re not sure if the items you're shipping are dangerous goods or not, ask your manufacturer or supplier for a Safety Data Sheet (SDS).
  • Shipments are held to ensure they satisfy export or import customs regulations. This may be due to missing or incomplete paperwork, waiting for clearance instructions or because the authorities may need more information to clear the goods. Until we can provide all the information to the authorities, we cannot process the shipment for clearance (unless you have chosen to use your own customs broker). If your package is held at customs, We will contact you for more information.
  • If no one is available to accept your shipment at the delivery address, your driver will leave a door tag. Check the door tag to see if we delivered your package to a neighboring address or for the tracking information and the date of the next delivery attempt. If you're able to redirect your package, you’ll receive an SMS or email with the different delivery options available. Please select one of these options by 04:00 am on the day of the delivery to give our drivers enough time to redirect your package. Alternatively, you can also provide a signed confirmation that authorizes AGS to leave your package at a safe spot if you’re not at the delivery address. It’s important to note that dangerous goods shipments can’t be left on the receiver’s doorstep. A physical handover is required for these types of shipments due to safety and security reasons.
  • By simply funding your wallet via the AGS App or the E-commerce merchant portal on the website. Over the counter payments are not allowed.
  • You can track it by inserting your Tracking number into the “Enter tracking number field” on our website.
  • You get paid in 7 working days after successful delivery has been confirmed
  • 2-3 working days (under the right conditions, depending on the zone and region in the country).
  • Pick up is real time but also based on availability of a rider.
  • Pick up will be assigned to another available rider. Shipping fee will also be refunded if the customer cancels the request.
  • Yes
  • Depending on the size of the shipment, all of the following are available to be used for delivery.
    • Car
    • Mini Van
    • Truck
  • This rarely happens but in the event that it does, Asian Global Shipment will make full refund to the customer based on the value declared of item(s) missing or damaged.
  • Yes, you can. Provided that all items are going to one receiver in a single location.
  • No please. Our riders earn sufficiently to be able to serve you daily.
  • Please send an email to support@asianglobalshippment.com. Our care line is also available from 7 am- 18pm daily.