Frequently Asked Questions

Pricing

• Why don’t you show prices on the website?

  Freight prices depend on the exact cargo, route, delivery address, customs classification and season. Instead of showing a rough number, we email a firm quote once you send your products, quantities and delivery address.
• Which countries do you ship to?

  We serve 230+ countries. Key regions include: Europe: Germany, France, Italy, Spain, Netherlands, Belgium, Austria, Poland, Sweden, UK; North America: USA, Canada; Gulf: UAE, Saudi Arabia, Qatar, Kuwait; Other regions: Egypt and all countries with established customs procedures. For restricted or prohibited destinations, please contact us.
• How can I compare shipping options?

  Enter your destination, weight and dimensions in the freight planner to compare transit times for all four shipping modes. Then send the quote form — we email the price for your chosen mode.

Shipping & Delivery

• Where do I ship from, and where do you pick up?

  We ship from Turkey. Pickup locations include: Istanbul (airport, ports, warehouse); Izmir; Iskenderun. For large shipments (5+ tons), door-to-door pickup is available — specify this in the quote form. Delivery: Your shipment arrives at the destination address door-to-door (with customs and insurance as selected options).
• What are delivery times? Are they guaranteed?

  Estimated transit times (total): Express: 2–4 days (Europe); Air: 4–8 days (route-dependent); Road: 5–10 days (Europe); Sea: 15–25 days (global routes). These times include customs processing and potential delays. Delays of 5 days may qualify for partial compensation; delays exceeding 10 days require further review.
• Who handles customs — us or you?

  Responsibility depends on the route and local regulations. If you currently handle it: select 'Customs: Yes' in the quote form to delegate to us — we charge a fee and prepare all documents. If you handle it: our shipped cargo goes to your customs broker with required documents (transit certificate, commercial invoice) in your possession. If the destination handles it: usually the recipient works with local customs — we remain the carrier, and no issues arise if documents are correct. Recommendation: Clearly state customs requirements during the final quote phase; our team will suggest the best approach.

Insurance & Safety

• Is insurance mandatory?

  No, insurance is optional. We recommend it because accidents, damage and loss do happen and carrier liability is limited. The premium depends on your cargo value and is included in your quote on request.
• Are there restricted or prohibited goods?

  Prohibited: Hazardous materials (most chemicals, explosives, pesticides — require extra certification); weapons and firearms; ammunition; counterfeit branded goods. Restricted (special permits + fees): Agricultural products and seeds (phytosanitary certification); animal products (hides, bones); medical devices (certification); alcoholic beverages (country-dependent). When in doubt: describe the product fully in the quote form — our team will verify compliance.

Tracking & Notifications

• When does tracking start, and how often is it updated?

  Start: Tracking activates once your shipment departs Turkey and clears customs. Update frequency: Air freight: every 12 hours; Sea freight: every 24 hours (vessel position); Road freight: at border crossings and arrival; Customs inspections: notified via email if needed. Tracking number sent immediately after quote approval via email.
• I lost my tracking number. How do I find it?

  Contact us through the contact form or live chat. Provide your name and email address, and we'll locate and resend your tracking number within 1–2 hours.

❓ General Questions

• Why 'Supply'? How was it founded?

  Our founders are e-commerce leaders who ship globally from Turkey. They faced challenges like unclear pricing, missed deadlines, and opaque logistics. To address these, we created Supply in 2026. Our name reflects our mission: connecting Turkey to the world through seamless, transparent shipping. Learn more on our About page.
• Do prices vary by destination?

  Yes. Price depends on the route, the delivery address and the cargo. Send a quote request and we will email the exact price for your shipment.
• Do you offer better terms for regular or high-volume shipping?

  Yes. Businesses that ship regularly get volume-based terms. Tell us your monthly volume in your quote request and we will include them in your quote.
• How does customer support work?

  Use the contact form or write to us directly by email. The quote page also has a special-request field. Emails are answered within one business day.