FAQ's

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Find answers to common questions about Rock Global's logistics services.

GENERAL COMPANY INFORMATION

WHAT IS ROCK GLOBAL AND WHAT DO YOU DO?

Rock Global is a full-service freight forwarding and logistics company. We act as your expert guide in the supply chain, managing the transportation of your goods via air, ocean, road and rail. We handle everything from customs clearance to warehousing, ensuring your cargo gets from its origin to its destination safely, efficiently and cost-effectively.

WHAT MAKES ROCK GLOBAL DIFFERENT FROM OTHER FREIGHT FORWARDERS?

We are built on a foundation of reliability, transparency and robust customer service—hence our name, "Rock Global." Our difference lies in our personalized approach, advanced digital tracking tools and a global network of trusted partners that allow us to offer flexible and resilient logistics solutions tailored to your specific needs.

IN WHICH COUNTRIES DO YOU OPERATE?

We currently hold office in Hong Kong, China & India but we have multiple agents worldwide.

SERVICES & CAPABILITIES

WHAT MODES OF TRANSPORT DO YOU OFFER?

We provide a full suite of transportation services:

  • Ocean Freight: Full Container Load (FCL) and Less than Container Load (LCL).
  • Air Freight: For time-sensitive shipments.
  • Road & Rail Freight: For domestic and cross-border land transportation.
  • Multimodal Solutions: Combining different transport methods for optimal efficiency.

DO YOU HANDLE CUSTOMS CLEARANCE?

Absolutely. Our team of licensed customs brokers manages both import and export customs clearance for all the countries we serve, ensuring full compliance and avoiding costly delays.

CAN YOU HELP WITH SPECIAL CARGO?

Yes. We have expertise in handling a variety of special cargoes, including:

  • Hazardous Materials (HAZMAT)
  • Perishable Goods (Reefer)
  • Oversized or Heavy-Lift Project Cargo
  • High-Value Goods

DO YOU OFFER WAREHOUSING AND DISTRIBUTION SERVICES?

We provide secure warehousing, storage and distribution solutions, including pick-and-pack, inventory management and final-mile delivery to integrate seamlessly with your supply chain.

GETTING STARTED & SHIPPING PROCESS

HOW DO I REQUEST A QUOTE?

You can request a free, no-obligation quote directly on our website, by emailing our sales team, or by calling us. Please have details ready such as origin/destination, cargo dimensions/weight and type of goods.

WHAT INFORMATION DO YOU NEED TO PROVIDE A SHIPPING QUOTE?

To get you the most accurate quote, we typically need:

  • Origin and Destination (Port, Airport, or Address)
  • Cargo Description & HS Code (if known)
  • Dimensions, Weight and Quantity of Goods
  • Desired Mode of Transport (Air, Ocean FCL/LCL)
  • Any Special Requirements (e.g., temperature control)

WHAT IS THE PROCESS ONCE I BOOK A SHIPMENT WITH YOU?

Our process is streamlined:

  1. Consultation & Booking: We confirm your requirements and book the shipment.
  2. Pickup & Documentation: We arrange collection and prepare all necessary documents.
  3. Transportation & Tracking: Your goods are transported and you receive real-time tracking updates.
  4. Customs Clearance: Our brokers handle all customs formalities.
  5. Final Delivery: Your cargo is delivered to its final destination.

PRICING, QUOTES & PAYMENTS

WHAT IS INCLUDED IN YOUR FREIGHT QUOTE?

Our quotes are designed to be transparent and will clearly break down costs, typically including:

  • Freight charges
  • Fuel Surcharges
  • Origin and Destination Fees
  • Customs Clearance Fees (if selected)
  • Any applicable insurance

We will always highlight potential additional charges that may arise due to factors outside our control.

WHY MIGHT THERE BE ADDITIONAL CHARGES ON MY FINAL BILL?

Additional charges can occur due to:

  • Changes in fuel surcharges after booking.
  • Customs holds or inspections.
  • Demurrage and detention (port storage fees) if cargo is not picked up on time.
  • Incorrect information provided about the cargo.

We commit to communicating any potential extra costs to you as soon as we are aware of them.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept various payment methods, including bank transfers (TT), credit cards and checks. Payment terms can be discussed based on the volume and nature of your business.

TRACKING & COMMUNICATION

HOW CAN I TRACK MY SHIPMENT?

You can track your shipment 24/7 through our online tracking portal on our website using your unique House Bill of Lading (HBL). You will also have a dedicated account manager for personalized updates.

WHO IS MY POINT OF CONTACT IF I HAVE QUESTIONS?

From the moment you book, you will be assigned a dedicated operations specialist who will be your single point of contact throughout the shipping process.

DOCUMENTATION & COMPLIANCE

WHAT SHIPPING DOCUMENTS WILL I NEED TO PROVIDE?

The required documents vary by shipment but commonly include:

  • Commercial Invoice
  • Packing List
  • Certificate of Origin
  • Bill of Lading / Air Waybill
  • Any specific permits or licenses (for restricted items)

Our team will provide you with a complete checklist tailored to your shipment.

WHAT IS THE DIFFERENCE BETWEEN A HOUSE BILL OF LADING AND A MASTER BILL OF LADING?

The Master Bill of Lading (MBL) is the contract between Rock Global and the carrier (shipping line or airline). The House Bill of Lading (HBL) is the contract between Rock Global and you, our client. You will use the HBL to prove ownership and track your cargo.

INSURANCE & LIABILITY

IS MY SHIPMENT INSURED?

While carriers have limited liability, it is often insufficient to cover the full value of your goods. We strongly recommend purchasing full cargo insurance. Rock Global can arrange comprehensive marine cargo insurance to protect your shipment against loss or damage.

WHAT DO I DO IF MY GOODS ARE DAMAGED UPON ARRIVAL?

  1. Note any damage on the delivery receipt before signing.
  2. Take clear photographs of the damage and the packaging.
  3. Contact your Rock Global representative immediately.
  4. File a claim with the insurance provider (if insured through us).

We will guide you through the entire claims process.

SHIP SMARTER, NOT HARDER!

Unlock the power of an intelligent supply chain. The end of logistics complexity.

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