Contact
Talk to the desk, or tell us what went wrong
Quotes, bookings, claims and complaints all reach the same 24/7 operations team. Every message you send here is logged against a reference and assigned to a named agent who replies to your email and phone number.
Head office
190–196 City Rd, London EC1V 2QH, United Kingdom
Phone
+1 828 849 7280
Support hours
24 / 7 support line
File a complaint
Something went wrong with a collection, a delivery or an invoice? Give us your name, phone number and email and we will investigate and respond.
General enquiry or package assistance
Ask for a quote, a routing plan, or help with a tracking number. Include your contact details and we will come back to you.
Reach the right desk
Who picks up, and what they can do for you
Every route below lands with a person who can act, not a triage queue. If you are unsure which desk you need, send it anywhere — we move it internally and tell you we have.
Quotes & bookings
Rates, lanes, cut-offs and packing advice for sea, air and road. Tell us the origin, destination, weight and delivery date and we will come back with real options rather than a rate card.
Replies within 2 working hours
Live shipment support
Already have a consignment moving? Quote the tracking number and we will read the timeline back to you, explain any checkpoint and chase the carrier where a milestone looks late.
Answered 24/7
Complaints
A missed collection, a damaged carton, a driver who did not follow instructions or an invoice you do not recognise. Logged against a reference and owned by a named agent until it is closed.
Acknowledged same day
Claims
Damage, shortage or loss claims are assessed from the seal photographs, scan logs and delivery images already on your file, so you are not asked to prove what we recorded.
Outcome target: 10 working days
Accounts & invoicing
Statements, payment terms, duty and VAT postponement questions, plus copies of any customs entry we filed on your behalf.
Replies within 1 working day
Partnerships & carriers
Hauliers, agents and warehouse operators who want to join the CargoVault network — expect questions about insurance, licences and safety record before anything else.
Reviewed weekly
What to include
Help us answer in one reply, not four
- Your tracking number, if the shipment already exists.
- Origin and destination, including postcode or city.
- Weight, number of packages and rough dimensions.
- What is inside, in plain language — it decides the paperwork.
- The date it genuinely has to arrive by.
- A phone number we can reach you on during working hours.
Contact questions
Before you write to us
How quickly will someone reply?
Live shipment issues are handled around the clock. Quotes and general enquiries are answered within two working hours, and complaints are acknowledged the same day with the name of the agent who owns them.
Can I speak to a person rather than a form?
Yes. The operations number reaches a staffed desk, not a menu tree. The chat widget in the corner of the site also puts you in front of an agent once you leave your contact details.
Do you charge for a quote or a routing plan?
No. Routing advice, transit comparisons and packing guidance are free, including for shipments you decide to move elsewhere. We would rather be the people you call next time.
What if I never got a response?
Reply to your original thread quoting the reference, or call the operations desk with it. Any unanswered request older than one working day is escalated automatically at our end.
Prefer to just get moving?
You do not need a quote conversation to start. Book the collection, see the price, and speak to your named operations contact once the consignment is in the vault.