Got Questions?
Everything You Need to Know
Can't find your answer? Contact our team — we respond within 2 hours.
Tracking & WPCargo
How do I track my Vix Express shipment?
Visit our
Track Shipment page and enter your tracking number (format: VIX-XXXXXXXX). You'll see your shipment's current location, status, full history, and estimated delivery time — all powered by WPCargo in real time.
Where do I find my tracking number?
Your tracking number is included in your shipment confirmation email sent when your order was dispatched. It also appears on your physical receipt or waybill. If you can't find it, call us at +1 (800) 849-3977 and we'll locate your shipment immediately.
How often is tracking updated?
Tracking information is updated in real time at every scan point — typically every 1–4 hours during transit. GPS-tracked vehicles update every 15 minutes when on the road.
Can I track multiple shipments at once?
Yes. You can track multiple shipments by visiting our tracking page and entering each tracking number individually. For business clients managing large volumes, ask us about our bulk tracking API integration.
Shipping & Services
What areas does Vix Express serve?
We serve all 48 continental US states for road freight, all 50 states and US territories for air freight, and 120+ countries internationally via our air and ocean freight services.
How long does shipping take?
Delivery times vary by service: Air Freight (domestic same-day to 2-day, international 2-5 days), Ocean Freight (15-45 days), Road Freight FTL (1-7 days depending on distance), Road Freight LTL (3-10 days).
Can I ship oversized or heavy items?
Yes. We handle oversized, heavy-lift, and out-of-gauge cargo. Our specialized equipment includes flatbeds, low-boys, and crane services. Contact us for a custom quote for any cargo over 150 lbs or exceeding standard pallet dimensions.
Do you offer temperature-controlled shipping?
Yes. We offer refrigerated (reefer) trucking for cold chain requirements and climate-controlled warehouse storage. We can maintain temperatures from -20°F to +65°F throughout the supply chain.
Pricing & Quotes
How do I get a freight quote?
Use our
online quote form or call +1 (800) 849-3977. We respond within 2 business hours with a detailed, transparent quote. There are no hidden fees — the price we quote is the price you pay.
What factors affect my shipping cost?
Shipping costs are determined by: shipment weight and dimensions, origin and destination, service type (air/ocean/road), cargo value for insurance, any special handling requirements, and seasonal surcharges. We always provide a full cost breakdown.
Are there any fuel surcharges or hidden fees?
We believe in complete pricing transparency. Any applicable fuel surcharges, residential delivery fees, or accessorial charges are clearly disclosed in your quote before you book. We never add surprise fees after the fact.
Do you offer discounts for regular shippers?
Yes. Business clients with regular shipping volumes qualify for contracted rates, dedicated account management, and priority service. Contact our sales team to discuss a logistics partnership agreement.
Insurance & Claims
Is my shipment insured?
All shipments with Vix Express include basic carrier liability coverage. We also offer full cargo insurance up to the declared value of your goods. We strongly recommend declared value coverage for high-value shipments. Insurance can be added at booking.
What do I do if my shipment is damaged or lost?
Contact us immediately at +1 (800) 849-3977 or support@vixexpressdelivery.com. Take photos of any damage before unpacking. Claims must be filed within 5 business days of delivery (or within 30 days for lost cargo). We process claims within 10-15 business days.
How do I file a damage or loss claim?
Email us at claims@vixexpressdelivery.com with: your tracking number, description of damage/loss, photos of damaged packaging and goods, and your original invoice showing cargo value. A claims specialist will contact you within 24 hours.
Customs & International
Do you handle US Customs clearance?
Yes. Our licensed Customs House Brokers (CHB) handle all import and export customs documentation, HTS tariff classification, duty calculations, ISF filing, and coordination with CBP. We have extensive experience with FDA, USDA, and other agency requirements.
What documents do I need for international shipping?
Standard documents include: Commercial Invoice, Packing List, Bill of Lading (ocean) or Airway Bill (air), Certificate of Origin (if required), and any product-specific permits. Our customs team will guide you through all requirements.
Do you ship to all countries?
We ship to 120+ countries worldwide. A small number of countries have US trade restrictions. Our compliance team will advise you of any restrictions applicable to your cargo and destination.