USA

FAQ

General

You can find each country's office contact details in the Offices and Local Info section under the Services & Information tab on our website.

You can subscribe for updates in the Subscription section of our Online Business Suite under "track."

Bank account details are available on the invoices. Invoices can be found by opening the "booking overview" in Navigator and selecting the "Documents tab." There you will have the option to download the invoice as long as you are the payer.

You can click here or you can register by clicking the "Not yet registered?" link on our login page.

You can click here or you can reset your password by clicking the "Forgot your password?" link on our login page.

Vessel schedules can be viewed by selecting Interactive Schedules under the "Track" option on our Online Business Suite.

Invoices can be found by opening the "booking overview" in Navigator and selecting the "Documents tab." There you will also have the option to download the invoice as long as you are the payer.

You can find current ETAs and ETDs using the Navigator tool on our Online Business Suite.

You can find current ETAs and ETDs using the Navigator tool on our Online Business Suite.

Your container status can be found in the cargo details on the Navigator tool by opening the relevant shipment, then the "Cargo and Container" tab, and selecting the relevant container.

You can check the service coverage in Interactive Schedule.

Container pick up location details are available in each booking confirmation. Booking confirmations can be found in Navigator under the "documents" tab once you open the shipment.

Detention and demurrage tariffs for each country can be found here.

The cutoff dates for shipping instructions, VGM, cargo and IMDG documents are listed on your individual booking confirmation. You can also view those details in our Navigator Tool.

You can find your GIFU (Gate in Full) deadline via our Navigator tool.

The cutoff dates for shipping instructions, VGM, cargo and IMDG documents are listed on your individual booking confirmation. You can also view those details in our Navigator Tool.

You can subscribe to Hapag-Lloyd's newsletter here. Once subscribed you will receive an email which will enable you to customize your newsletters. You can personalize your subscription so you only receive news that you are interested in and prevent too many updates.

Vessel schedule with transit times are available through our interactive schedules tool. You can also find transit times specific to your booking by viewing the right hand progress bar when you open a shipment in Navigator.

All details regarding the location and contacts for our worldwide offices are available in the Offices and Local Info section of our website.

Your arrival notice can be found in Navigator by opening the shipment then the "documents" tab. Please note that arrival notices will only be available to the consignee and notified parties.

The return address details are listed on your individual booking confirmation.   

Please refer to Hapag-Lloyd Arrival Notice or Delivery Order where we will provide the Depot details for your empty container return.

Freight Prepaid (Export) will be 7 days before scheduled departure date at Port of Loading.

Please see the Tariffs section of our Online Business Suite.

There is no specific cargo weight limitation in the US but there is a limitation under the name of " Gross Vehicle Weight" regulation which includes Cargo weight, Cargo packing weight, entire container contents, Chassis and Truck weight. Furthermore there are restrictions on the distribution of weight which means that if cargo weight is within the cargo weight guideline, it can still be overweight per local, state and federal law. Due to the variablility in guidelines it is very difficult for Carriers to confirm whether or not your cargo can be transported to the US inland location. Additonal information can be found here.

Please refer to the Vessels section under "Cargo & Fleet" in the Services and Information tab on our website.

Please refer to the Vessels section under "Cargo & Fleet" in the Services and Information tab on our website. You can download the certificate information from there. If you would like to have a vessel certificate for partner vessel, please contact your local Hapag-Lloyd Customer Service representative in your area to get more information.

Currently we are not able to provide such information via our website. Please contact your local Hapag-Lloyd Customer Service team.

Hapag-Lloyd offers a number of e-Business products designed to assist customers in creating bookings, submitting documents, tracking and tracing shipments, and even offer the ability so subscribe to be notified of specific events. Please refer to Online Business Suite for information regarding our online business tools. Also, reach out to your local e-business help desk for addition information regarding EDI and EDI setup. contact info can be found here on the right hand column.

You may file a dispute using our Hapag Lloyd Dispute Template found here. Please fill out the template and send to [email protected] along with any supporting documentation.

You can find payment details here.

Individual container tare weight can be found under their respective shipments in the VGM tool.

Information regarding Hapag-Lloyd equipment can be found here.

Empty container pick up location ican be found on your booking confirmation.

Booking

Go to the My Bookings page found on the left hand menu in our Online Business Suite under the "Book" section. Find the relevant booking and use "Copy booking" button at the bottom of the table.

You may consult the DG guide here.

You can ammend your booking via the Booking Amendment.

You can cancel your booking via the Booking Amendment.

Your booking confirmation can be found in Navigator by opening the shipment then the "documents" tab.

The mandatory information to place a booking are found here.

Available container types can be found here.

If the container has not loaded a vessel yet please use the Booking Amendment tool. If the container has loaded a vessel or is gated in full at the POL and the cutoff has passed please used the COD form located here.

You may receive your booking confirmation in 1 business hour after your booking request (for standard, non-hazardous cargo).  You may consult our Quality Promises for additional information.

Please include the full routing details at time of your initial request.  Should you need to add an inland leg to an existing shipment you can do so via our Booking Amendment tool.

The booking cancellation will include details as to why your shipment was cancelled.

We do not offer food grade standard equipment. Your trucker can request clean/swept down or in some cases we can offer steam cleaning in which we would have to get the costs from the equipment team to see if this service can be provided.  Please contact your local customer team for further assistance.

You can create a booking via our Online Business Suite.

Please refer to relevant Product Brochure found here and go to the “Container Specification” page.

Please refer to Hapag-Lloyd Booking Confirmation where we will provide information under “Cut-off” section. Please refer to the My Bookings section of our website.

We will provide a booking confirmation reflecting DG accepted. You can find local DG process here. If you have not yet received this confirmation with 72 hours of providing complete and compliant IMDG details, please contact your local office

All prelims, final IMDG, SDS and other IMO related documents are to be sent directly to our DG input team [email protected] This is an indexing e-mail address only and will not reply to queries

Documentation

You should receive your invoice within 48 business hours of shipment departure from POL. You can consult our Quality Promises section of our Online Business Suite for additional information.

Your SWB can be found in Navigator by opening the shipment then the "documents" tab. Please note that the SWB will only be available to you if you are a party on the bill.

You can review, correct, and approve your Bill of Lading drafts on the BL Draft Approval tool in our Online Business Suite.

Customs information can be found on the "Customs Details" box on your booking confirmation. Your booking confirmation can be found in Navigator by opening the shipment then the "documents" tab. For additional information regarding Customs processes, please see the "Security Information" section of our website found on the left hand menu in the Services & Information tab.

Your shipping instructions can be submitted here.

You may submit your Shipping Instructions here.

Standard service level turn times:

1. Initial Draft – 8 working hours after shipping instructions (24hrs). Incomplete SI may delay the initial draft.

2. Corrections – 4 working hours (Next morning if after 12:00 PM). If after vessel sailing, approval from destination might be needed which will extend these 4 hours and is greatly depending on destination approval.

3. Releases – For OBLs 8 working hours after draft approval or vessel sailing whichever happens later, for SWB is 24 hours after sailing regardless of draft approval. Consider that for vessel sailings on weekends and/or holidays it might be more than 24 hours as we do not get on board notification until Mondays.

You can review, correct, and approve your Bill of Lading drafts on the BL Draft Approval tool in our Online Business Suite.

Standard service level turn around times:

1. Initial Draft – 8 working hours after shipping instructions (24hrs). Incomplete SI may delay the initial draft.

2. Corrections – 4 working hours (Next morning if after 12:00 PM). If after vessel sailing, approval from destination might be needed which will extend these 4 hours and is greatly depending on destination approval.

3. Releases – For OBLs 8 working hours after draft approval or vessel sailing whichever happens later, for SWB is 24 hours after sailing regardless of draft approval. Consider that for vessel sailings on weekends and/or holidays it might be more than 24 hours as we do not get on board notification until Mondays

Requests for draft, bill of lading or to provide draft approval, please e-mail [email protected] directly

Please ensure the Hapag-Lloyd Shipment/booking number is in the subject line

Standard service level turn times:

1. Initial Draft – 8 working hours after shipping instructions (24hrs). Incomplete SI may delay the initial draft.

2. Corrections – 4 working hours (Next morning if after 12:00 PM). If after vessel sailing, approval from destination might be needed which will extend these 4 hours and is greatly depending on destination approval.

3. Releases – For OBLs 8 working hours after draft approval or vessel sailing whichever happens later, for SWB is 24 hours after sailing regardless of draft approval. Consider that for vessel sailings on weekends and/or holidays it might be more than 24 hours as we do not get on board notification until Mondays

Please refer to the Rate of Exchange section of our Online Business

Please see the "Security Information" section of our website found on the left hand menu in the Services & Information tab.

The "Shipped On Board date" that manifests on the Bill of Lading is the sailing date of the vessel.

No. we are not able to show a "Shipped On Board date" on the Bill of Lading which does not reflect the actual date of sailing. Alternatively, if the container(s) have been loaded aboard a vessel on a date prior to the vessel sailing, that date can be used as a "Shipped On Board date." Please check with your local Hapag-Lloyd Customer Service representative team for more information. We can offer a received for shipment Bill of Lading. This confirms that we have taken charge / possession of the goods but they have not been loaded on to the intended vessel.

Due to Hapag-Lloyd's NO DOC/NO LOAD policy and ever-changing shipping manifest rules, we are unable to provide a Shipping Instructions (SI) extensions.

Import

You can clear your cargo with customs directly from our website using our Customs Clearance service.

Please refer to the Detention and Demurrage section found under "Quote" on the left hand menu in our Online Business Suite. If you have already registered on our website, please refer to the Import Overview section to check Detention/Demurrage for a particular shipment or container.

You can check your customs clearance status in the Customs Status section under imports on our Online Business Suite.

You can get information on storage rates applicable to some countries in the Detention and Demurrage section of our website.

You can find information regarding equipment return in the Import Overview section of our website.

You can find information regarding full container pickup in the Import Overview section of our website.

If your cargo has not been picked up or delivered prior to the last free day, your shipment has incurred demurrage.  Please use the USA Demurrage Charges - Online Form to obtain an invoice.

The IT number is available on the Arrival Notice which can be downloaded from our Navigator tool.

We will automatically release your container once the payment, document and customs clearance requirements have been satisfied. If it has been more than 24 hours since all requirements have been met or if the container is past free time, please contact your local office.

The IT (Inland Transit) can be canceled prior to vessel discharge at destination without issue based on a written request from the consignee or notify party.  If the container has already discharged, the local office must be contacted to ensure the container has not loaded to move to the inland destination. 

We will automatically send the pickup number and location for your container once the payment, document and customs clearance requirements have been satisfied.  If it has been more than 24 hours since all requirements have been met or if the container is past free time, please contact your local office.

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