LSO Global FAQ

LSO Global

LSO International Shipping powered through OptimalShip FAQs

What is the relationship between LSO and OptimalShip?
LSO Global has partnered with a like-minded company, DHL OptimalShip, to provide aggressively discounted wholesale shipping rates on International Air Express Services through DHL. DHL is the industry leader in providing the quickest and most secure international service.

What type of service is this?
OptimalShip provides International Air Express with DHL. This service is door-to-door, and delivery is typically 1 to 3 business days to practically anywhere in the world.

What services does OptimalShip Customer Service provide?
OptimalShip Customer Service Team can prepare your shipping documents, schedule your pick-up, provide walk-throughs on how to use our quote tool, provide walk-through’s on how to prepare your own shipping documents, and assist with any questions you may have.

How do I get a quote?
If you already have account numbers with LSO you will log into your LSO portal, select the international shipping link, and select the quote option. Here you will enter the destination country and the shipment weights and dimensions. The price of the quote will be determined by either the actual weight or the dimensional weight. Dimensional weight is calculated by L×W×H/139. If you do not have account number, you can contact OptimalShip customer service department (979-999-1866) to get an individualized quote for your company.

How do I prepare shipping documents?
You can contact OptimalShip customer service (979-999-1866 or lsoglobal@optimalship.com) for help preparing your shipping documents.
You can also visit the link in your LSO portal for international shipping and select ‘SHIP’ this will allow you to prepare your own shipping documents and schedule a pick up if needed.

How do I get account numbers?
Your LSO sales rep can open a new account for your company. You will be provided export and import numbers that give you discounted rates for DHL International Air Express shipments. You can also contact OptimalShip at 979-999-1866 to let them know you are interested in opening an account. Make sure you let OptimalShip know you are an LSO client!

How frequently does the fuel-surcharge percentage change?
The fuel surcharge is reviewed monthly and may change depending on competitive fuel surcharge rates of international express carriers, which depend on three-month average of recent jet fuel prices.

Does DHL have a package or shipment size limit?
DHL does have limitations for what can travel via Air Express. Box dimensions cannot exceed 118 inches and weight cannot be more that 660 lbs. per box or 2,200 lbs. for the entire shipment. Pallet dimensions cannot exceed 48x48x63 in.

How do I know if the address I am shipping to is a remote area?
Very few locations in the world are considered remote for DHL pickups or deliveries. If you wish to check see if a location is or is not remote, you may do this when receiving a quote. When obtaining a quote enter the destination postal code. Once entered you will see the transit time and whether the area is in an extremely remote location. Or, you may call our Customer Service Team at 979-999-1866 to verify.

Does DHL Express deliver to PO, APO, or FPO box addresses?
Although DHL Express cannot deliver to a PO, APO, or FPO box address, you may request the shipment to be held for pickup. The receiver will then be able to pick up the shipment at the local DHL Express station. Be sure to include the receiver’s phone number so that requests may be made for package pickup.
Note: The receiver address is still required for customs on international shipments.

How do I file the Electronic Export Information (EEI)?
An EEI is required when the declared value of your shipment is $2500 or more. If your shipment requires an EEI, please contact OptimalShip customer service department at 972-383-9901

How do I schedule a pickup?
You can call OptimalShip customer service department at 979-999-1866 to schedule your pickup.
You can also schedule a pickup when you are preparing your shipping documents, under the “package information” section.

What are the requirements for shipping dangerous goods?
– Dangerous Goods shipments presented for transport must be prepared in accordance with the International Air Transport Association (IATA) regulations. The individuals preparing the shipments must be formally trained in IATA regulations.
– A DHL/OptimalShip Export or Import account number is required.
– The shipper must be recognized as a “Known Shipper”.
– The shipper must be approved to ship dangerous goods internationally. This requires the submission of 2 forms and IATA certification (if applicable).

Who pays duty and tax fees?
Unless specified otherwise, duties and taxes are the responsibility of the receiver in the destination country.

Who determines duty or tax charges?
Duty or tax charges are determined by the customs department of each country and not by the shipping provider or OptimalShip. The charges are country specific and based upon the product type and value of the shipment.

May the shipper pay the duty and tax fees?
Yes. For a shipper to pay duties and taxes, the DPT (Duties & Taxes Paid) option must be selected on the waybill prior to shipping a package. This option is used primarily for items sent as gifts, when the sender desires the receiver to have no shipment costs.

Might there be taxes due if a product is designated as a duty free good?
Even though duty-free goods are not subject to duty, these shipments are subject to taxes, including VAT, and other applicable import fees.

How do I know if my shipment is dutiable?
Each country establishes its own standards as to which goods are considered dutiable. You can call OptimalShip Customer Service team at 979-999-1866 to help determine if your shipment is dutiable.

My shipment is dutiable. How does that affect my shipment?
It can affect your shipment in two ways:
1) Customs. DHL has developed working relationships with customs officials worldwide to streamline the clearance process. DHL is a licensed customs broker in more than 140 countries which means a great majority of DHL Express shipments are cleared in transit — prior to the shipment arriving in the destination country.
2) Documentation. All dutiable shipments require a customs invoice and a waybill. DHL Express has made it easy for you to complete these documents as you prepare your shipment.
You may need additional forms, depending on shipment content, value, and destination.

What does NAFTA mean, and do I have to do anything different?
The North American Free Trade Agreement (NAFTA) between the United States, Canada, and Mexico allows commodities that qualify to receive preferential treatment, such as free or lower rates of duty when shipped between NAFTA countries. All shipments, whether they qualify for NAFTA preferential treatment or not, must be cleared by the customs authority of the country they are entering.

**Changes to USMCA in 2020**
After I’ve shipped my package, how do I track it?
You can contact OptimalShip customer service to help track your package.

I was not home when the driver attempted delivery. Will DHL make another attempt?
Yes, the driver will automatically attempt delivery the next business day before 6:00 PM. After two attempts, the package will be held at the local DHL office until delivery arrangements are made. In most cases the local DHL office will return the package to the sender in 7 business days, unless previous arrangements have been made.

Is a signature required?
Yes, a signature is required on all deliveries, unless a signature release form is provided.

When will I be billed and how can I pay?
Invoices are sent via email from OptimalShip, about 5-7 business days after your shipment has been delivered. We take payment via credit card, check, ACH transfer, and can set up automatic payments for ease.

Who do I contact if I need help or have a question?
For your international shipping support needs, contact OptimalShip anytime from 7am – 7pm CST by calling 979-999-1866 or emailing LSOglobal@optimalship.com.
26. Are there any additional surcharges or fees?

DHL OptimalShip surcharge pdf.

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