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All the questions

These are the questions that our customers ask the most. If we haven't covered the question you have or if you would like a more detailed explanation of an answer to a question we have covered, please get in touch, we promise to answer as quick as possible.


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Phone: +1 (941) 284 2836
Phone: +44 7708140302
Mail: info@herologistics.co

  • How do we work??
  • How should I weigh and measure what I am sending?
  • What are your transit times?
  • What is Customs Clearance?
  • Who pays for Customs duties and taxes?
  • What is Dimensional Weight?
  • What is Economy Air Shipment?
  • What is Air Cargo Shipment?
  • Are there any additional fees?
How do we work?

Hero Logistics couldn't be simpler. Just insert the weight of the parcel (In kilos), its measurements (In centimetres), pickup area in United Arab Emirates (or post code in countries with post codes) and delivery area (or post code in countries with post codes) and hit "Get instant quote". In a split second, we will show you all the available offers to send your parcel. Just fill in the mandatory fields and we will take care of the rest.

How should I weigh and measure what I am sending?

In order to receive a good service, it is very important that you weigh and measure your parcel correctly once wrapped. Only this way, will we be able to offer you the best service for your needs and avoid delays and extra costs that may incur for declaring the wrong figures. Please insert weight with one decimal point. For example: 1,7Kg if your parcel weighs 1700Gr or 0,3Kg if your parcel weighs 300Gr. If the parcel is big, it is most important to declare the correct measurements, as the parcel will usually have a higher volume that physical weight.

What are your transit times?

Since we ship by air and use major shipping companies, our transit times is usually between 3 to 5 business days. There could be delays due to Airlines, Customs Clearence and Public holidays in the destination country which are out of our control. Our main objective is to deliver your parcels as soon as possible.

What is Customs Clearance?

Each package leaving United states needs to pass through the Customs at the destination country. This is where they are checked by the government officials to make sure that the packages do not contain illegal substances and also assessed duties and taxes according to the value of the contents of the packages.

Who pays for Customs duties and taxes?

During Customs Clearence, our shipping partners, Fed-Ex, TNT or GLS pays for the duties and taxes on behalf of the person receiving the package. When they deliver the package, they will collect these fees from the receiver. If the value of the package is high and requires a substantial amount of duties and taxes, our partners may contact the receiver to secure the payment of the duties and taxes. Please make sure that, when sending a package, the receiver is aware of the payment of the duties and taxes and they are willing to pay it. If they need to know how much the duties will be, they can contact their Customs Offices in their country and find out. In a situation where the receiver refuses to pay the duties and the taxes, you will be responsible to pay them.

What is Dimensional Weight?

Dimensional Weight is a standard formula used in the air-freight industry and considers package density when calculating shipping charges. The calculation for dimensional weight considers the amount of space a package will take up on an aircraft in relation to the actual weight of the package. When calculating the airfreight costs, if the dimensional weight is more than the actual weight, the cost is based on the dimensional weight. Here's how to calculate dimensional weight of a package which is 10" Wide, 12" High and 20" Long.

Multiply the Length x Width x Height 10 x 12 x 20 = 2400 Divide this result (the "cubic size") by 139 2400/139 = 17.26 The result is the dimensional weight (in pounds)

What is Economy Air Shipment?

Economy Air is our shipment option for aircargo shipments. When you ship with Economy Air, your packages will be shipped by FEDEX or by local trucking companies to our distribution center in Clearwater, FL and then they will be shipped by Air Cargo to their final destination country. Shipments will clear the customs by our brokers and will be delivered to the consignee. The recipient of the shipment will pay for the Customs Clearance fees, duties and taxes. Due to possible delays with the cargo airlines and customs, Economy Air shipments are not time definite. Maximum insurance for Economy Air shipments is $300.00. The recipient also has the option to clear the shipment from the customs in the destination country and pick it up from the airport. There could be additional beyond origin pick up fees depending on where the shipment is being picked up within USA. For pick ups from residential areas, there will be a $35.00 residential pick up fee.

What is Air Cargo Shipment?

Aircargo is our shipments done by Cargo Airlines. When you ship with Air Cargo, your packages will be shipped by FEDEX or by local trucking companies to one of our distribution centers in Florida or California and then they will be shipped by Air Cargo to their final destination country. Shipments will clear the customs by our brokers and will be delivered to the consignee. The recipient of the shipment will pay for all of the destination charges including Customs Clearance fees, duties, taxes and local delivery fees. The recipient has the option to clear the shipment from the customs by himself and pick up the shipment from the airport. Due to possible delays with the cargo airlines and customs, Air Cargo shipments are not time definite. There could be additional beyond origin pick up fees depending on where the shipments are being picked up within USA. For pick ups from residential areas, there will be a $35.00 residential pick up fee. Maximum insurance is $300.00.

Are there any additional fees?

There might be additional fees that are charged by our carriers for your shipments. Including but not limited to: Extended Delivery Area Fee. This is charged for remote delivery areas that the carrier has to use other agents to deliver your packages. Saturday Pick Up Fee. Pick up of your packages by our carriers are free Monday through Friday. If you schedule a pick up on a Saturday or Sunday, you will be charged additional pick up fee. Address Correction Fee. This fee is charged if the recipient address is not correct or the address has missing information. Return Shipping Fee. This fee is charged if the package is returned back to you for any reason including but not limited to: Shipment rejected by recipient, unpaid duties and taxes, undeliverable package, business closed or non existent, prohibited items, rejected by customs, recipent did not present required customs clearance documents like invoices, permits etc. All of the above fees are charged by our carriers, FEDEX, DHL, UPS and we have no control over these fees.



Want to know the current location and status of your shipment?

Use our live, online package tracking system to find out!