This page tries to answer some of the questions you may want to ask relating to our operation, it saves time and is cost effective to go through the FAQ’s before you speak to Customer Services. We update this page from time and your input is welcome.

What is TBS?

TBS is a business managed by a consortium of Zimbabweans offering services mainly to the Zimbabweans in the Diaspora; we research on the needs and tailor-make suitable services to suit those needs. We are based in the UK with offices and warehouses in Harare.

Are you ZimCargo?

We have been in business for over two years trading as Zimcargo, we have changed our name to TBS, our staff, marketing and bank details remain the same but would be phased out over time.

Is there another Zimcargo?

There is a Trader based in London using our trade name, this has caused confusion on the market and because we would want to protect our goodwill we have decided to change our trading name even though we are the only registered Zimcargo Ltd in England and Wales.

Are you not going to loose customers?

We are going to loose some of our customers but the Board has decided the cost of losing customers is far much less than the potential damage to our good reputation.

Phones not answered?

We apologise for missed calls, the staff shift pattern at times leaves gaps on office cover. Should this happen to you please use the mobile, text or send an email.

When do you make cargo collections?

We are flexible in collecting our cargo, we however would like to concentrate our collection times over the weekend when most people are available so that our customers can share the cost thereby making the service affordable.

Why do you take long to deliver drums?

We give priority to Customers loading their goods in the next available container. We do not charge customers the full cost of delivering a drum so it usually has to fit into our itinerary in your area, we however always make sure no one misses their choice loading date.

When you collect Airfreight how long does it take to leave the country?

We advise all our customers at the point of collection when the goods would be flying out. We also point out that these dates are correct at that point as Airline changes are beyond our control. Christmas period is very busy; we cannot guarantee air space during that period. Customers are advised to make bookings well in advance for goods to be delivered before Christmas.

Do you have any specific dates for flights?

We have a permanent booking with one major airline agent for the London-Harare route every Thursday but can use other Carriers for urgent shipments. All other international destinations please contact us for schedules.

What is Collection Charge?

This is the cost of collecting your goods from your post code to the airport, ideally it should cover fuel and time but we do not charge the full cost to the customer. Customers do not pay this charge if they deliver their goods to us.

What is Handling Charge?

This covers : security checks, export documentation and fuel surcharge.

Do our goods get lost in transit?

We cannot categorically say things cannot go missing, we have had few such incidences and customers were happy with the settlement.

Do our goods get damaged in transit?

Customers are advised to package their fragile goods properly when preparing for freight, we advise you to get professional packaging for such items, we can direct you to Professional packaging companies we have used before. This also applies to hazardous and dangerous goods.

What happens to missing items in my Hamper?

We normally ask Receivers to sign a copy to acknowledge all items delivered in the hamper. Hampers sent by Courier are packed and checked by a second person, should however this happen please let us know by fax, email so we can make arrangements for either replacement products or discount coupons.

Why do items in the Hamper change?

At times goods are out of stock in RSA so we look for substitute products.

Do you bring goods from Zimbabwe?

We do not have an import service at the moment.

How much is duty on Sea Freight?

We can only give you a guide to Duty on Sea freight and vehicles, in the case of luxury vehicles we always advise customers to make provision for 100% of value. On other goods we can estimate after you tell us of the nature of your goods because duty depends on value and product classes. Duty has nothing to do with volume so a drum can have different values on duty.

How do you distribute duty on goods in the container?

Each consignment in a container has a reference number and duty is assessed per individual consignment and not the container that is why we give you the option to clear your own goods on arrival. We deliberately do not charge duty upfront because we run the risk of either charging too much or less, either way is bad for business, you either rip off the customer or you get broke.

Why should we use drums? Some goods cannot fit in a drum.

We do not restrict packaging to drums, any form of packaging is acceptable as long as it secures the contents safely. The advantages of using a drum:

• It is cheaper, costs £20. A drum can load three or four suitcases subject to size so you can save up to £80 on packaging.
• Drums can protect fragile contents when packed properly
• Drums have an end use compared to boxes which can cost more
• Drums are now fashionable

Why don’t you charge duty on your prices for drums?

Duty is not a cost we generate or control as freight forwarders though we try to influence the rates using product classification on declaration per customs guidelines.

Duty is charged on the contents and not the drum, each drum will have a different duty so a same price policy will short change customers. It is in our interest for our Customers to pay as little as possible because then they will send more. They should not pay more than they should, for example a drum with clothing should pay more than a drum with grocery because the tariffs are different.

How come other Operators charge duty on Collection?

They can only do it for some time because eventually customers will know when they are short-changed. In as much as there is an opportunity to make short term gains our company policy is to make reasonable margins from the services we provide, Duty is the business of government.

Why is it that you do not include Vehicle delivery to the port as part of the charges?

We deliberately encourage our customers to take their vehicles to the port so they can be assured their vehicle has sailed. We do however can make arrangements to assist in delivering vehicles to the port.

Why do you not deliver vehicles to Harare or Bulawayo?

This is a service we would like to offer all the time but at times it is very difficult to secure a Customs bonded warehouse in these cities as per Customs procedures. When you take un-cleared goods through a port of entry, they have to be delivered to a specified Customs warehouse.