Customer Support & Freight Assistance Portal

Expert Logistics Assistance

How Our Global Support Desk Empowers Your Supply Chain

At ShipLilly, every importer and exporter is paired with knowledgeable logistics coordinators. We resolve transit holds, streamline U.S. customs filings, and manage door-to-door milestones with complete transparency.

Licensed NVOCC & U.S. Customs Brokerage Accountability

Our support team comprises licensed customs specialists and bilingual freight coordinators with extensive hands-on experience across U.S., China, Latin America, and Caribbean trade lanes. We operate with strict adherence to FMC guidelines and international shipping regulations.

Real-Time Cargo Tracking Desk

Get instant status updates on FCL, LCL, and air cargo movements across major oceanic lines and air carriers.

House & Master Bill of Lading verification
Container location & ETA monitoring
Port drayage & milestone notifications

Customs & Compliance Help

Direct assistance for HTS classification, duty calculations, ISF 10+2 filings, and Partner Government Agency (FDA/USDA) reviews.

CBP entry documentation audits
Single-entry & continuous customs bond setup
Foreign Trade Zone (FTZ) duty deferral advice

Bilingual Support Desk (EN/ES)

Seamless communication in English and Spanish for overseas procurement agents, suppliers, and Latin American distributors.

Single point of contact for complex trade lanes
Cross-dock & Miami warehouse status updates
Claims & marine insurance support desk

Service Level Standards

Our Customer Service Commitments

Designed to provide global buyers with peace of mind and swift resolution to operational inquiries.

Rapid Inquiry Resolution

In international freight forwarding, timing is critical to avoiding demurrage and detention fees. Our dedicated support coordinators guarantee a prompt response to urgent documentation and customs clearance inquiries.

Proactive Milestone Communication

We do not wait for issues to arise. Our team proactively notifies buyers of carrier delays, weather disruptions, or port congestion, providing alternative routing recommendations when needed.

Support FAQ

Frequently Asked Questions

Find quick answers regarding our support procedures, shipment monitoring, and documentation guidance.

How can I track the status of my active shipment?

Active shipments can be tracked by referencing your House Bill of Lading (HBL), Master Bill of Lading (MBL), or Container Number. Our bilingual support team is also available via phone or live desk to provide immediate milestone updates.

What should I do if my shipment experiences customs holds?

If U.S. Customs and Border Protection (CBP) or a partner government agency places a hold on your cargo, our licensed customs specialists immediately audit your documentation, communicate with port authorities, and assist in resolving ISF, HTS, or agency clearance bottlenecks.

What is the standard turnaround time for customer support tickets?

Urgent inquiries regarding active vessel sailings, customs clearance delays, or warehouse releases receive priority response within 15 to 30 minutes during standard operational hours. General service requests are resolved within 2 business hours.

Need Detailed Freight & Service Information?

Explore our complete line of ocean freight, air cargo, customs clearance, and foreign trade zone solutions.

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