Frequently asked questions

The more we know, the more accurate the price. Please send:

• Pickup and delivery locations (city and ZIP code, or city and country)
• What the cargo is, and whether anything is hazardous
• Number of pieces, weight and dimensions of each piece
• The date the cargo will be ready
• Anything special: liftgate, residential address, delivery appointment, temperature control

A packing list or a photo of the cargo helps. If you know the Incoterm agreed with your buyer or supplier, include it too.

We answer quote requests within one business day. Simple domestic truckload quotes are often faster. Oversized cargo or a lane that needs a partner check can take a little longer, and if it will, we tell you when to expect the price.

Quotes are valid for 7 days unless the quote says otherwise. Ocean and air rates can change with carrier surcharges, fuel and space, so if your cargo is not ready within that window, ask us to confirm the price before you book.

Reply to the quote email or call (661) 219-3873. We confirm the booking in writing with the pickup date, the cutoff times and the documents we need from you. Your tracking number comes with the booking confirmation.

Yes, within the United States. Homes and job sites usually need liftgate service and a delivery appointment, which add a small charge. Tell us about stairs, narrow streets, gated access or a missing loading dock when you ask for a quote so the price is right the first time.

Every shipment gets a tracking number that starts with VN. Enter it on the Track page to see the current status, the full history of updates with local times, and the estimated delivery date.

Leave the page open and it refreshes on its own. You can also share the link with the receiver.

• Booked: we have the booking and are arranging pickup.
• Picked up: the cargo has left the shipper.
• In transit: it is moving by truck, aircraft or vessel, or waiting at a hub.
• Customs: it is being cleared at the border (international shipments only).
• Out for delivery: it is on the final leg to the receiver.
• Delivered: the receiver has it.

You may also see On hold, Delayed, Exception or Returned. Each comes with a plain explanation, and we contact you directly when one of these appears.

Long legs can go quiet for a while: an ocean crossing can take weeks between port updates, and a cross-country truck may not post a new event for a day or more. If road freight shows no update for two business days, or any shipment passes its estimated delivery date, contact us with the tracking number and we will check right away.

Often, yes, if you ask early. Send us the tracking number and the new address. Once a truck is out for delivery, or once cargo has cleared customs to a named address, a change may not be possible or may add a cost. We confirm before anything changes.

Every international shipment is declared to customs in the destination country. A licensed customs broker files the entry using the commercial invoice, the packing list and the product classification (HS) codes. Customs then releases the cargo, asks for more information, or inspects it.

We coordinate with the broker and check the documents before the cargo ships. Complete, accurate paperwork is the best way to avoid holds.

It depends on the Incoterm agreed between buyer and seller. Under DAP (Delivered at Place) the receiver usually pays import duties and taxes. Under DDP (Delivered Duty Paid) the seller pays them. We can explain the options before you book so nobody is surprised at delivery.

For most international shipments:

• Commercial invoice: seller, buyer, a clear description of the goods, quantities, values and currency
• Packing list: pieces, weights and dimensions
• Bill of lading (ocean) or air waybill (air): we prepare these with you

Some goods also need permits, certificates of origin or safety data sheets. US exports over 2,500 dollars per commodity line, or that need a license, also need an electronic export filing. We send you a checklist for your shipment.

Incoterms are standard trade terms that say who pays for each part of the trip, who arranges it, and where the risk passes from seller to buyer. Common ones: EXW (the buyer arranges almost everything), FCA and FOB (the seller delivers to the carrier or vessel), CIF (the seller pays freight and insurance to the destination port), DAP and DDP (the seller delivers to the destination, with DDP also covering duties). If you are not sure which applies, send us your sales terms and we will help.

Carriers charge by weight, by volume, or both. Air freight uses chargeable weight, which is the greater of actual weight and volumetric weight. Shared ocean freight (LCL) is priced per cubic meter, and full containers (FCL) per container. Road freight depends on distance, weight, pallet count and accessorial services such as liftgate. Fuel, handling and document fees are listed on the quote.

We accept ACH and wire transfer, plus major credit cards for smaller shipments. New customers pay before departure. Approved business accounts can apply for Net 15 or Net 30 terms after a credit review. Our accounts team sends bank details from @vensarllc.com addresses only; if you ever receive payment details from anywhere else, call (661) 219-3873 before paying.

Your quote lists every charge we know about up front. Costs that can appear later are ones outside our control, such as a customs inspection, storage when cargo is not collected on time, waiting time at a dock, or a change you request. If one comes up, we tell you and explain it before we bill it.

These are typical ranges, not guarantees:

• US truckload: 1 to 2 days regional, 4 to 6 days coast to coast
• Air, US to Europe: 2 to 5 days door to door
• Air, US to Asia: 3 to 6 days door to door
• Ocean, US to North Europe: 10 to 22 days port to port
• Ocean, US West Coast to Asia: 14 to 30 days port to port

Weather, port congestion, flight space and customs inspections can add time. You get a planned delivery date when you book, and we update it if anything changes.

We do not ship illegal goods, counterfeit products, cash or negotiable instruments, live animals, explosives or radioactive material. Weapons and ammunition need the right licenses and are not accepted without them.

Restricted items such as lithium batteries, chemicals, aerosols, perfume and other dangerous goods can often be shipped, but they must be declared, classified and packed to strict rules. Some countries also restrict used goods, food and medicines. If you are not sure, ask before you book.

Carrier liability is limited by law and by contract, and it usually pays far less than the value of the goods, often by weight rather than value. We recommend cargo insurance for anything you cannot afford to lose. Ask for coverage when you request a quote and we will include the cost and the terms.

If a delivery looks damaged, write the details on the delivery receipt before you sign, take photos, and keep the cargo and packaging. Then tell us the same day.

We help you file the claim with the carrier or insurer and gather what they need: photos, the commercial invoice, the delivery receipt and repair or replacement costs. Time limits are short and set by the carrier's terms and by law, so do not wait. How much is paid depends on the carrier's liability limits or your insurance cover.

Yes. We move household goods and personal effects for people relocating between the United States, Europe and Asia, by ocean (shared or full container) or by air for smaller loads. You will need a detailed inventory and a copy of your passport, and the destination country may have its own rules for used household goods. Ask us early so the paperwork is ready.

Our office in Pasadena, California is open Monday to Friday, 8:00 AM to 5:00 PM Pacific Time. Online tracking is available 24/7.

Email info@vensarllc.com with your tracking number and we reply first thing the next business day. If a shipment is moving and something urgent comes up, call (661) 219-3873 and leave a message with the tracking number.

Yes. Whether you ship one pallet a year or a container a week, you get the same named contact and the same updates.