General move process from A to Z, import/export
In a nutshell we herewith explain to you the general move process, including customs clearance.
First contact with customer (intake by phone)
In order for AGS KHZ to determine customer needs, during the first contact with our new customer, a dedicated Account manager will ask some essential questions, will give vital information* and will already answer any questions.
It is important to find out whether a pre-move home survey is required and it is important to manage expectations with regards to what can be expected from AGS KHZ.
E.g. how we pack & protect the goods, how long the move is expected to take from door-to-door, via this link we explain the AGS KHZ insurance program and via this link you can read about our Move Management service and how we guarantee execution of each move (provided the move is booked in time).
In order to better prepare our customer, we offer following Tips & Tricks:
Pre-move survey
Please follow this link to read about the pre-move home survey. To confirm the appointment our customer will receive an e-mail including a unique reference number which will allow us to directly access all private (move) details of the customer. Applicable (destination) customs information will be send along with the e-mail confirmation as a PDF-attachment.
After the survey
Our new customer will be contacted by the dedicated Account manager in order to make sure all information provided and noted is in compliance with the needs and requirements of our customer.
Our customer will be given an accurate estimate on when to expect the proposal for the move. Usually we send our proposal within 1-3 working days after the pre-move home survey.
Separately, our new customer will receive an e-mail from the AGS KHZ Quality Department requesting less than 5 minutes time, in order to online review the survey. This will help AGS KHZ to further improve services and will hopefully confirm that we are on the right track with regards to the expectations.
Proposal
The proposal will be sent via e-mail*, unless of course, one wishes to receive a hard-copy.
Usually, the dedicated Account manager makes a phone call with our customer in order to offer a quick tour through the proposal, highlight important sections and to make an appointment for the follow-up call. In the end, our main objective is that the proposal reflects all wishes of our customer. We want to be on top of everything!
*When it is concerning a company (employer) paid move, we will/ can send the proposal to the company directly, unless otherwise agreed or requested.
Booking the move
The proposal can be formally accepted via this link. We will call to thank and to discuss the move the same or next business day.
Preparing the move
In order to set up the move, vital/ final details will be discussed with our customer (examples below) and a detailed Move Plan will be created and sent to our customer via e-mail.• Requested/reserved move date(s) and check availability
• Requested delivery date(s)/period
• Required customs paperwork*
• Number of movers expected (per moving day)
• Storage required (e.g. pending ‘green light’/ departure or at destination)
• Executing parties involved in the move (origin/destination move partner)
• Requested services in the proposal
• Importance of insurance
• Payment of the move (who, when, how)
• Destination address available and easy/ standard access?
• Our aftercare program
*When moving to the Netherlands, please read about required customs import paperwork here.
RESPONSIBILITIES OF THE SHIPPER (THE PERSON MOVING)
UTMOST IMPORTANT
Please carefully note that in case customs import is applicable to your move, it is fully your responsibility to take good notice of the customs import information and that you are aware of all requirements and comply to import rules in the country of destination. Should your personal situation deviate from the standard customs import requirements and rules, please notify our office immediately so we can advise alternative options. All required paperwork must be supplied by you in time, in order to avoid unnecessary delays and additional costs to the principal.
General
The day of your move is approaching and we are well aware how busy this period is for you and your family. Knowing you already have enough on your mind we have made a list of practical tips to ensure that on the day when we come to pack your belongings, things can progress as efficiently as possible.
Parking
If there are usually cars parked in front of your door during the daytime it would be much appreciated when you try to arrange with the neighbors to leave a space open for the moving truck/van/container. Some streets require parking permit. The moving company will usually take care of this for you.
Elevator
When you live in an apartment building we advise you to inform the caretaker about your move date(s), with regard to the occupation of the inside elevator. We also have postcards that you can use to inform the other inhabitants about your upcoming move.
Hoist
If there is a hoist loft in your home that is to be used during the move, please ensure that it is accessible on the day of the move.
What should you keep separate?
Before the movers start packing please make sure you have put aside items that should not be included in the move such as passports, tickets, drivers license, medical files, bank & insurance papers, marriage certificate etc. as well as jewelry, cash money, other valuables and things that are needed up to the last moment such as toiletries, special toys, etc.
Please note it is your responsibility to separate and clearly mark items that should not be packed PRIOR to the arrival of the movers. We strongly advise to keep items that should not be packed in another room to avoid confusion. Please note our movers are not prepared to wait for you to separate items DURING the move. This could result in higher costs.
Dangerous goods
The following dangerous goods can not be included in your shipment. Please remove them before the move date. Combustible liquids (anything with alcohol in it, lubricants, anti freeze compounds and cleaners (spot clothing and office machines), flammables (lighter fluids, matches, lamp oil, wood oil/stains, glues and adhesives, paint and varnish, gas cans, charcoal/briquettes, butane/propane/petrol/oil and petrochemical based garden sprays) corrosives (acids, drain cleaners,bleach, batteries wet or dry, iron/steel rust preventing compounds and water purifying agents such as those mostly used in swimming pools, compressed gasses (aerosol cans, fire extinguishers and scuba diving tanks) and – explosives (fireworks, flash bulbs and small arms ammunition).
Washing machine/dishwasher
Never leave items inside. After use usually about 2 liters of water remains behind in the filter holder. For this reason the holder must be emptied and dried at the latest the evening before the move date. Although our packers can secure the drum of the washer with packing material it is better when the original clamp is in place on the move date. If you do not have the original clamp please try to purchase one prior to the move. Damages to the washing machine due to an absent clamp are not covered by the insurance company. If your washer is connected by means of a permanent electrical connection, we recommend that you have electrician disconnect the switch. Also treat the rubber ring of the washing machine with talcum powder to protect it from drying out.
Computer and other electrical appliances
If you still have the original boxes for your equipment it is advisable to let us use these again. For computer equipment, stereo sets and television please follow the instructions in the manual about transportation. We recommend that you disconnect all equipment yourself before the move and label the cords so reconnecting at destination will be easy. Remove batteries from electrical appliances. Batteries are considered dangerous goods.
Food and alcohol beverages
Please do not ship or store perishable foods or bottles. It may be forbidden to import in the country of destination, It could cause additional costs (high import duties), delays, customs inspections and it could soil the entire shipment when damaged.
What can you do in advance?
If you have more than one shipment for example air and sea, or sea and storage, it is very helpful if you can sort out the different items in advance. The larger items can be labelled with a sticker air/sea/storage/ “not going”. If you do not have enough stickers please give us a call. For smaller items that are to be packed in boxes it is helpful when they are separated from each other in such a way that a mix up can be easily avoided. Floor coverings, items attached to the ceiling or walls If you are taking fitted carpets or other floor coverings with You (assuming your employer approves), please ensure they have been (professionally) unfastened before our packers arrive. Lamps should be taken off the ceilings before the move unless they need special care by our move crew (like a crystal chandelier) and thus the costs for a handy-man is agreed upon. Fixed wall decorations should be taken off beforehand. Other paintings or pictures can be left on the walls. The movers will take those off the walls for packing.
Gas appliances
These appliances should be disconnected and the gas pipes should be shut off according to municipal regulations before the move date.
Refrigerator/freezer
Do not forget to empty and turn these off on time. A safe margin is 48 hours in advance. In order to prevent mildew please make sure that both the inside and outside are cleaned and dried thoroughly. Do not forget the filters and treat the rubber parts and hoses with talcum powder against drying up. It is recommended to place moist absorbing materials in the appliances e.g. tights with kitty litter or grinded coffee. Other kitchen appliances as ovens, microwaves, frying pans, toaster etc. should be cleaned thoroughly before shipping/storing.
Waterbed
On request we can arrange the emptying of your waterbed at origin. Depending on the type of bed you have we either have a handy-man or a professional company (waterbed re-seller) do the job.
Another option is that you contact the supplier of your bed. This also has to do with insurance purposes when the bed is still under guarantee. In many cases the supplier will empty the bed themselves so that the insurance/guarantee continues.
Bicycles, garden equipment, barbecue, flower pots, golf sets, shoes, etc
Above items are of interest of quarantine inspections in some countries. Please make sure that they are cleaned thoroughly so that all soil and other dirt are removed. This is to prevent problems at destination. Please make sure if you cleaned your golf clubs not to forget your golf shoes.
Introduction Move Coordinator
After this process step our customer will be introduced to the appointed, dedicated Move Coordinator who is well trained to guide our customer each step of the move and is specialized in the country of destination.
The Move Coordinator will double check and confirm some earlier steps with our customer, will gather necessary/ required (customs) paperwork from the customer and manage expectations on when certain paperwork should be received and when updates will be available/ given.
The Move Coordinator will also arrange shipping/ transport and direct, instruct & monitor the origin/ destination move partner(s). Finally the invoice date will be determined and when payment is expected.
The dedicated Move Coordinator will keep our customer updated on every step of the move.
Confirmation move dates
The Move Coordinator schedules the (requested) move dates and will confirm these to the customer (in case not yet confirmed in an earlier stage).
Schedule a Quality Check (QC) on the move date(s)
We often schedule a QC on the move date(s). This can be scheduled for packing/ loading but also on the delivery date(s). The QC is usually performed by a surveyor or office management.
*E.g. in order to ensure the move is being executed according to the high standards we go by (safety regulations & quality) and, of course, according to the expectations and wishes of our customer.
Connect customer with origin/ destination move partner(s) – including explanation importance of GREEN LIGHT
Green light
Receiving ‘green light to ship’ means that the destination move partner confirms in writing, after contact with the customer, that all necessary customs documentation has been received or will be received in time and that the customer will be able to meet all applicable import conditions in the country of destination, so the shipment can be cleared with customs immediately upon arrival (without delay and thus no (port) storage).
Requesting ‘green light to ship’ is a protocol that AGS KHZ primarily follows to protect the customer. Shipping/sending goods without written confirmation received from our destination move partner (and thus possibly initiated against local laws) may in some cases result in high local (storage) costs and in some countries may even lead to confiscate by local authorities or return of the shipment to the country of origin.
In some countries of destination, by law, a shipment can only be shipped/sent from the country of departure, once all necessary import documentation has been received by the destination move partner.
In other countries this is not applicable. In that case a consignment be shipped/sent despite all necessary import documentation is not received yet (but is has been determined that the customer will be able to meet all import requirements in the country of destination). If the shipment arrives at destination before all necessary import documentation is received, it is possible to (temporarily) store the shipment in the port or in a so called customs bonded warehouse.
Despite the fact that AGS KHZ takes this protocol to protect its customers very seriously, it is not a binding protocol. At AGS KHZ the customer is King and a customer may decide to take the risk anyway to ship without written receipt of green light. Naturally this decision must be confirmed by the customer in writing to AGS KHZ and it must be clear that the customer recognizes that the responsibility for (the consequences of) the decision rests with the customer alone.
Process
After the move is booked with AGS KHZ, the operational process starts and planned to (final) move dates need to be scheduled.
In order to schedule move dates we will check the needs/wishes the customer has regarding packing date/dates and/or desired delivery date/period.
When moving to a country where official customs (exports and) imports clearance is applicable, this should be taken into account when scheduling final move dates.
It is of utmost importance that the Move Coordinates connects the customer with the appointed move partner(s) ASAP in order to retrieve ‘green light’ to ship out the goods on the first possible occasion after packing/loading. Also, the move partner(s) will advise the customer which documents are required for export/import of the goods and especially when they should be received. The move partner(s) will confirm to the customer and Move Coordinator that contact was made and whether the shipment can be send after packing/loading because import/export paperwork is expected to be available in time (or whether temporary storage is required).[/vc_toggle][vc_column_text]
Confirmation shipping details (ETD & ETA)
In order to guarantee container availability (sea freight), it is important to book freight ahead of the (first) move date.
Per destination different freight booking moments are applicable. We will inform our customer in time when freight must be booked latest in order to guarantee availability.
Once freight is booked* with the shipping line, we will receive an expected departure and expected arrival date from port to port. It should be noted that this is still an estimate and actual departure/ arrival date may vary. AGS KHZ will have no influence on this (e.g. vessel delay, bad weather, vessel malfunction, shortage of cargo/ vessels).
*Please note freight for an air shipment or LCL shipment (LESS CONTAINER LOAD = partial container transport in lift-van(s)/ tailored crate(s)) cannot be booked until after packing/ loading and when the final volume (or weight for air shipments) is known. After packing/ loading the goods will be transported to the warehouse in order to measure actual net volume, for handling and crating/ boxing. Shipping details will usually be available within 5 working days after packing/ loading.
Groupage
In case groupage transport was offered to our customer, this means we have carefully explained the pros (less expensive) and cons (longer transit time from door-to-door).
Groupage transport means the household goods will be co-loaded at a mover’s warehouse in the first available groupage container, together with other customers household goods. This way will save on shipping costs. Please bear in mind that the transit from door to door will take longer than shipping in a sole use (1 container for 1 customer only) container. In average a Groupage container will depart at least once a month, depending on available households to combine and whether the goods are packed just before or just after departure of the Groupage container.
Difference between groupage & LCL
In general these types of transport are offered to customers that have a (small) shipment that would be more expensive to send in a sole use container. Both means the household goods will be consolidated in a container but the main difference is that with groupage it is the mover that will gather several shipments in the warehouse and load the container at the warehouse once enough shipments are available to fully load the container where with LCL (which is in general more expensive than groupage) the mover will load the household goods into a standard lift-van(s)/ tailored crate(s) and deliver the consignment to the port where the shipping line will load the crate(s) into a container consolidated with other (unknown) customers.
Since a shipping line will receive consignments from several moving companies, they will often be able to load a container each week or at lease every other week and therefor transit time for LCL is usually shorter than groupage (unless at destination transshipment from arriving port to final destination requires (significant) inland transport).
Lift-van (maximum capacity 5 CBM net)
Pre-move call and comfort call on move day(s)
In the afternoon of the working day prior to the (first) move day we (or our appointed move partner) will call/ e-mail our customer in order to check he/ she is all set for the move, whether there are any last minute questions or queries and to give an indication of the arrival time of the moving crew*.
*When the estimated time of arrival is communicated with our customer it is fixed and final. The dispatch schedule links crews and vehicles in the most efficient way taking into account not only the nature of the job, but also, the least distance travelled. So if there is a preference for a certain time/ part of the day, we ask our customer to discuss this with us before we schedule the moving date(s).
The dispatch department will of course try to meet any special requests, where possible. Please note that for full container load shipments the starting time is usually around 08:00-09:00 in the morning (actual arrival depending on traffic).
Assuming time difference between country of coordination and country of departure allows, we will make a comfort call (if required/ requested) on the move day(s), ensuring that all goes smooth and according to wishes and expectations.
Confirmation volume/weight after packing/ loading
After packing/ loading the actual volume will be measured. A shipment that was loaded in a container at residence directly, can be measured on the spot, in presence of the customer. The movers will measure the room left from last loaded item to container doors and since the maximum loading capacity of a container is known, the movers can calculate the actual loaded volume.
An LCL/ Air shipment will be measured in the warehouse. In the warehouse the goods will be tightly stacked on a wooden floor in the most efficient way (smallest volume possible) and all 5 sides will be measured in a straight line. This means the item that sticks out the most on each side must be the measure point for each side. Eventually, when a crate is build to load the consignment, there will always be loss of loading space, due to items that stick out (and of course thickness of the wood used for the crate).
We therefor offer our customers always a net estimated volume and a gross estimated volume. The net estimated volume is without the crate (but including packing material e.g. carton and bubble wrap) and for the gross volume the outside of each crate side is measured. Usually, from net to gross is around 25% additional volume. The final move price is always based on the actual measured gross volume of the shipment, since both the shipping line and the overseas move partner invoice AGS KHZ over the actual gross volume.
We hope we were able to explain why it is almost impossible during quotation stage to estimate the gross volume accurately.
Confirmation departure
One day after departure of the vessel and usually on the departure day of an air shipment, we will seek confirmation from the shipping (air) line that the consignment was loaded and left the country of departure.
Once we receive confirmation, this will be immediately confirmed with the customer. Please note that shipping (air) lines have the right to bounce a consignment due to several reasons beyond our control (E.g. vessel/ airplane overbooked or commercial reasons).
AGS KHZ cannot be held responsible for above mentioned possible delays and/or economical ‘damages’ this may bring.
Check whether all import paperwork is in order
For a sea shipment we usually double check 1 week prior to expected arrival of the vessel whether all required import paperwork at destination is available or will be available at the time of the expected arrival date of the vessel in the port of arrival.
Preliminary schedule delivery or storage in transit (SIT)
When import paperwork is expected to be made available to the destination move partner in time, and customs import formalities (and especially expected customs clearance timeframe) in the country of destination are well predictable (please check with our office for which countries we can and can’t predict ahead), the destination move partner can preliminary schedule (reserve) the delivery date(s).
In case the new residence is not available (yet), goods can either be kept shortly stored in the port or storage in transit (warehouse) could be applicable. Also see chapter ‘Start customs import clearance process’.
Confirm arrival in (air)port
We seek confirmation of arrival with the shipping line usually within 1-2 working days after arrival since confirmation of arrival sometimes cannot be guaranteed until unloading the container from the vessel. An airline can usually confirm arrival of the consignment on the day of arrival. Once we have confirmation, we will immediately update our customer and advise next steps.
Start customs import clearance process
The customs import clearance process usually starts within 1-3 working days after arrival of the consignment depending on local government rules. Some countries have a different procedure (E.g. in South Africa the import customs clearance process usually already starts around 2 weeks prior to arrival of the consignment and in some countries the original passport is required for (and during the entire) customs import process). For each country of destination, we will carefully advise our customer of each specific customs import procedure and expected timeframe.
Possible port charges between arrival consignment and delivery
Please also see this link.
Demurrage (port related costs)
Within the ocean freight contract, depending on the destination country and shipping company, the moving company has negotiated a number of days in which the container, after arrival, must be taken out of the port. In case the container is not (or cannot be/ is not allowed to be) taken out of the port within this time frame, then demurrage (per day) is due to the shipping line. Depending on the predicted time frame for the import customs clearance process (varies per country), it either will or will not be possible to clear and deliver the goods within the negotiated number of days demurrage free time. Unless delay clearly caused by the removal company, these costs will be invoiced back to the customer or principal.
Detention (port related costs)
After a container is taken from the port to make delivery or to load a shipment, it should be delivered back in the port within a reasonable number of days. If this can not be met, then the shipping line charges detention. Unless delay clearly caused by the removal company, these costs will be invoiced back to the customer or principal.
Port storage (port related costs)/ bonded warehouse fees
In certain countries (e.g. Brazil, Nigeria and South Korea) during the customs clearance process, temporary storage cannot be avoided (often due to a longer clearance time). The goods or container will then be placed in a storage warehouse in the port. The final costs for this port storage depend on the duration of customs clearance. Unless delay clearly caused by the removal company, these costs will be invoiced back to the customer or principal.
In some countries the goods are not allowed to be taken out of the container prior to clearance so both demurrage and port storage will apply.
Please ask your Move Manager whether above port costs might apply to the move. In case (assuming allowed in the country of destination) the expected costs for demurrage exceed expected costs for temporary (unloading from the container and) storage in a bonded warehouse, we will advise our customer of the smartest option to choose.
Either way, we see it as our primary task, up to the highest level of influence, to make every effort in order to avoid additional costs/surcharges or to reduce to a minimum!
Confirm customs clearance & confirm/ schedule delivery date(s)
Actual delivery date(s) can be confirmed and made final after customs clearance process is completed, confirmed and the consignment is released by customs.
A delivery cannot be scheduled unless the destination address is known and checked for access and/ or special provisions (E.g. external elevator, parking permit*).
*Please note that for cities where a parking permit is required for moving services, the application process is usually bound to a certain number of days.
Pre-delivery call and comfort call on delivery date(s)
In the afternoon of the working day prior to the (first) delivery day we (or our appointed move partner) will call/ e-mail our customer in order to check he/ she is all set for the delivery, whether there are any last minute questions or queries and to give an indication of the arrival time of the moving crew*.
*When the estimated time of arrival is communicated with our customer it is fixed and final. The Dispatch schedule links crews and vehicles in the most efficient way taking into account not only the nature of the job, but also, the least distance travelled. So if there is a preference for a certain time/ part of the day, we ask our customer to discuss this with us before we schedule the delivery date(s). The dispatch department will of course try to meet any special requests, where possible. Please note that for full container load shipments the starting time is usually around 08:00-09:00 in the morning (actual arrival depending on traffic).
Assuming time difference between country of coordination and country of delivery allows, we will make a comfort call (if required/ requested) on the move day(s), ensuring that all goes smooth and according to wishes and expectations.
Aftercare program
• How did our customer experience the move?
• Are there any complaints?
• Is our customer willing to write a review on our website?
• Will the customer return to us and/ or recommend to families/ friends/ colleagues?
• What went great, what can we do better next time?
• Damages occurred during the move?
• Claims process explained?
• Handling a (damage)claim fast and satisfactorily
Close file
Thank you for moving with AGS KHZ. Enjoy your new home!