Frequently asked questions

Every quote is itemised: origin charges, main freight, surcharges with a valid-until date, destination charges and any customs, insurance or delivery services you asked for. Each line is marked included, excluded, estimated or pass-through at cost, and anything not listed is not included. See how our quotes work.

Not without your approval. If a carrier, port or authority introduces or changes a charge, we add it to your case file with the reason and supporting evidence, and you approve or dispute it in the portal before it is billed. The price we quote is the price you pay unless you approve a change.

Each line that can change shows its own valid-until date. Ocean freight and surcharges are usually valid for a short period set by the carrier, sometimes only days during disruptions, while our own service fees are fixed for longer. If a quote expires before booking, we requote and show what changed.

No. In 2026 rates on our corridors change quickly because of diversions and war-risk surcharges, so a published price would often be wrong. We quote each shipment with dated, itemised lines; request a quote or message us on WhatsApp.

Origin and destination (port or full address), a clear cargo description with the HS code if you have it, weight, volume or dimensions, number of packages, container type, cargo-ready date and the Incoterm. Tell us which extra services you need, such as customs clearance, insurance or final delivery; our CBM calculator helps with volume.

Carriers and insurers add war-risk or emergency surcharges for cargo calling at, or passing through, areas they treat as high-risk, which in 2026 includes the Gulf. We show each surcharge as a separate line with its source and valid-until date, so you can see what it is and when it may change. See war-risk surcharge.

Direct sailings from the main Chinese ports to Jebel Ali have typically taken about 3–4 weeks port to port, but in 2026 diversions through Khor Fakkan, Fujairah or Sohar plus bonded trucking can add days. Transit varies by carrier, port pair and season, and we confirm the expected range on your booking. See China to UAE.

Port to port, published ranges for China to Umm Qasr are roughly 25–40 days depending on the origin port and whether the cargo sails direct or is transshipped in Jebel Ali. Add time for Iraqi customs clearance and inland delivery, and treat any figure as indicative until it is confirmed on your booking. See China to Iraq.

Conditions have changed several times in 2026, so check our lane status board for the current, dated position. When mainline vessels do not call inside the Gulf, cargo is often discharged at Khor Fakkan, Fujairah or Sohar and moved to Jebel Ali by bonded truck under Dubai Customs Notice 03/2026.

It depends on which carriers call where, your budget, urgency and final destination in Iraq. Direct to Umm Qasr avoids a transshipment; routing via Jebel Ali gives more sailing options and onward choices by feeder, RoRo or truck. We compare the options side by side in your quote; see UAE to Iraq.

Yes. We coordinate full and part truckloads from the UAE to GCC destinations through the official land border crossings, with the customs documents prepared before the truck leaves. Border waiting times vary, so we give a transit range and update your case at each crossing; see GCC overland trucking.

Typically a commercial invoice and certificate of origin (both must be electronically verified since 10 July 2026), a packing list, the bill of lading, a Certificate of Conformity or Inspection for regulated goods, and the registered importer's details for the ASYCUDA declaration. Product permits may apply; see our Iraq import checklist.

The core set is a commercial invoice, packing list, certificate of origin, bill of lading and the carrier's delivery order, filed by a licensed importer with a customs client code. Restricted goods such as food, medicines, chemicals or telecom equipment also need a permit from the competent authority; see our UAE import checklist.

The COC is issued by an inspection body authorised for Iraq's COSQC programme after it checks the goods and documents, normally before shipment in the origin country; the supplier or exporter usually applies with the importer's details. We add a COC step to Iraq cases and warn you if departure is close and no certificate has been issued. See Certificate of Conformity.

In the portal the document shows as Rejected with the reason, and the item goes back to your action list. Upload a corrected version and the earlier one is kept in the history; if the reason is unclear, use “Ask about this document” to reach your coordinator.

Only if an original B/L was issued: then the consignee surrenders it to the carrier's agent to get the delivery order. With a telex release or a sea waybill no original is needed at destination. Your case file shows the B/L type and release status; see telex release.

We coordinate customs clearance: we prepare and check the documents and work with licensed customs brokers at origin and destination, who file the declarations. Every customs step, from document checks to release, appears in your case file; see customs clearance coordination.

The general UAE customs duty is 5% of the CIF value under the GCC Common Customs Tariff, and 5% VAT applies on import, with exemptions and higher rates for some goods. Goods held in a free zone such as JAFZA and then re-exported are generally not charged UAE duty; check your HS code with Dubai Customs. See the UAE import checklist.

Three things: the ASYCUDA World system went live at the start of 2026, Decision 957/2025 introduced duties calculated per item by HS code, and since 10 July 2026 certificates of origin and commercial invoices must be verified electronically before a declaration is processed. Budget by item rather than by container; see the Iraq import checklist.

The HS code classifies your goods for customs: it decides the duty rate, which permits or certificates are needed and whether the goods are restricted. A wrong or vague code is one of the most common reasons for rejected declarations and valuation disputes; see HS code.

Our lane status board shows every lane as open, restricted or suspended, with the date it was last updated, the reason and any alternative routing. Lanes that are suspended do not accept new requests until their status changes.

We record the diversion in your case file with the reason, the new discharge port and the onward plan, for example a bonded truck to Jebel Ali, and update the ETA with its source. Any extra cost is shown as a new charge with evidence and is billed only after you approve it.

No. Following the UAE Government's decision of 19 August 2026 to halt trade, commercial exchanges and financial transactions with Iran, all Iran-related services are suspended. Our lane status board shows the current status, and our compliance policy explains how we screen shipments.

Yes. We coordinate shipments and re-exports from Jebel Ali and JAFZA to Mombasa, Dar es Salaam and Djibouti (for Ethiopia), including consolidation of cargo bought in China or Dubai. Check the lane status board and our Kenya and Tanzania import checklists.

We are preparing a China–Nigeria service and will list it on the lane status board once it opens. Until then, ask your coordinator whether we can handle a specific shipment; our Nigeria import checklist explains Form M, PAAR and SONCAP.

We create your portal account after your first shipment request, once we open your case file. You receive your sign-in email and a temporary password by WhatsApp or email from our official channels, and you must change the password the first time you sign in. You then review the details we entered and complete anything missing.

Yes. On the Track page, enter your case, B/L, booking or container reference together with the 6-character access code from your case confirmation. You will see the current stage, the time of the last update and the ETA; documents, costs and full details need a portal sign-in.

Not yet. Our operations team updates each case by hand at every milestone, and the portal shows who made each update and when. Automatic updates from carriers and vessel-position data are planned for a later phase.

When confidence is low, for example during port congestion or schedule changes, we show a date range instead of a single date that is likely to be wrong. Every ETA shows its source and when it was last updated, and each change is logged with a reason in your case history.

You can follow active and past cases stage by stage, upload and track documents, approve or dispute new charges, upload proof of payment, open support tickets and request a new transport. Your coordinator's name and WhatsApp link are shown on every case.

Use “Forgot password” on the sign-in page to receive a reset link by email. We will never ask for your password by phone, WhatsApp or email.

Free time is the number of days the carrier or terminal lets you keep a container at the port (before demurrage) or outside it (before detention) without extra charges; after that, daily charges apply. Free days vary by carrier, port and contract, so we record the agreed free days on your cost sheet in writing. See free time.

Send complete documents before the vessel arrives, pay duties and local charges promptly, book delivery early and return the empty container on time. Your case shows a free-time countdown for each container with a warning three days before it ends, and our demurrage calculator helps you estimate exposure.

Container deposits or guarantees required by some carriers at destination are normally refunded after the empty container is returned undamaged and any detention or repair charges are settled; the timing depends on the carrier. We track each deposit in your case with its amount, status and who is responsible for the refund.

Each charge shows its currency, usually US dollars or UAE dirhams; ask your coordinator before booking if you need another currency. Where an exchange rate is used, the rate and its date are shown on the line.

Fake “new bank details” messages are one of the most common payment frauds in shipping. Our official bank details appear only inside your portal, and we never send new details by WhatsApp, email or phone. If you receive such a message, do not pay; check our Verify Nil Ocean page and contact your coordinator through the portal.

In the portal, open the case, go to Costs, choose the payment milestone and upload your bank transfer receipt. Your coordinator confirms receipt, and payment status is shown separately from cargo status so a pending payment is never confused with a port delay.

No. Cargo insurance is optional, and your choice to take it or decline it is recorded on the quote. Without insurance, compensation for loss or damage is usually limited to the carrier's legal liability, which can be far below the value of your goods.

A sea carrier's liability is capped by the bill of lading terms and the convention or law that applies, usually per package or per kilogram. Under the Hague-Visby Rules, for example, the limit is 666.67 SDR per package or 2 SDR per kilogram of gross weight, whichever is higher, which is why cargo insurance matters for valuable goods.

Note the damage or shortage on the delivery receipt, take photos, keep the packaging and tell us in writing straight away, because notice periods can be as short as a few days. Then open a claim ticket in the portal with photos, invoice, packing list and any survey report; we coordinate with the carrier and, if you are insured, the insurer.

We do not handle prohibited goods, goods for sanctioned parties or destinations, or controlled and dual-use items without the required licences. Restricted goods need permits, and dangerous goods need a Safety Data Sheet (MSDS) and our prior approval; see restricted and prohibited goods.

We operate under UAE law and applicable UN measures, which require us to know who will receive and use the goods, especially for controlled or dual-use items. We screen the shipper, consignee and end user before booking and may decline a shipment if the end use is unclear; see our compliance policy.

Before booking we check the shipper, consignee, end user and notify party against the sanctions lists that apply, including UAE and UN lists, review the goods by HS code and description, and check the vessel by its IMO number. Each check is recorded in the case, and a compliance hold stops the case until it is cleared.

Yes. NIL OCEAN SHIPPING L.L.C is a Dubai-based shipping, freight-forwarding and logistics-coordination company holding UAE trade licence number 1104515. Our official channels are listed on Verify Nil Ocean.

English, Arabic and Persian: our website and customer portal are available in all three, and your coordinator talks to you on WhatsApp in your language. For suppliers in mainland China, where WhatsApp is not accessible, we work by email.

Our Dubai office works Monday to Friday, Gulf Standard Time (GMT+4); the exact hours are shown on our contact page. Messages sent outside office hours are answered on the next working day.

During office hours, Monday to Friday (GST), we aim to reply to WhatsApp messages within 4 business hours; messages received after hours are answered the next working day. For an issue on an active shipment, also open a ticket in the portal so it is tracked with a reply timer.

Compare the sender with the official phone numbers and email domains listed on Verify Nil Ocean. We never ask you to pay into new bank details or to share your password; if in doubt, contact your coordinator through the portal before acting.

One named coordinator owns your case from request to delivery, with a named backup when they are away. Their name, languages and WhatsApp link appear on every case in the portal, so you always know who to ask.