Questions and documents
What our dispatchers are asked most, a document checklist for every case, and what to do if a shipment arrives damaged, on one page.
Frequently asked questions
Tracking
Where do I find the waybill number?
It is at the top of the receipt and in the text message sent when the shipment is accepted: SRV and 9 digits. Both the sender and the receiver get the message.
The last entry has not changed for two days. Is the cargo lost?
No. On international trucks an entry is made at border crossings and terminals, so between Istanbul and the Georgian border two days can pass without one. If nothing changes for more than three days, give the number to the call centre and we will ask the dispatcher where the truck is.
I have lost the number. What now?
Ring the call centre. We find the waybill by the sender’s or the receiver’s mobile number and text the number again.
What does anyone with the number see?
The route, where the shipment is now and the day it is expected. Names, addresses, phone numbers and the value of the goods are not shown on the tracking page.
How do I find out where my cargo is?
Enter the waybill number on the tracking page: it shows every point the cargo has passed and the expected day of arrival. The number is at the top of your receipt and in the text message.
Delivery within Azerbaijan
If I hand it in today, when will it arrive?
Tomorrow, if you make the cut-off: 18:00 in Baku, 16:30–17:00 at the branches. Between two regional branches it takes 2 days. Nakhchivan flights leave on Tuesdays, Thursdays and Saturdays, and a shipment arrives in 2–3 days.
When does the courier come, and what does it cost?
You choose one of three windows: 09:00–12:00, 12:00–15:00 or 15:00–18:00. The courier rings 30 minutes before arriving. Pickup costs ₼6 up to 50 kg and ₼3 for each further 50 kg; delivery to the door costs the same.
Can someone else collect the shipment for me?
Yes. Give them the waybill number; they show their own identity card at the branch. Someone collecting for a company needs a stamped power of attorney.
Can I send to a district without a branch?
To Yevlakh, Barda, Gakh, Zagatala, Gusar and Khachmaz a courier takes it on from the nearest branch, a day after it reaches the branch. For any other district ring the call centre and we will say when a vehicle is going.
What if the cargo is damaged?
Every domestic shipment is covered up to ₼200 at no charge; for dearer goods you pay 0.3% of the declared value. On international road freight each trip is insured up to €250,000. We answer a claim within 10 working days.
International freight
How do I get a price?
Put the loading city, the cargo, its weight and its size into the quote form. Requests sent on weekdays between 09:00 and 18:00 are answered within 2 working hours.
Do you collect the goods from the seller yourselves?
Yes, on EXW and FCA terms. Send us the seller’s contact details and the invoice, and we agree the loading day with them ourselves.
Should I take a full truck or send groupage?
From 10 pallets or 5 tonnes a full truck usually costs less and is not handled on the way. Anything smaller travels as groupage: from 1 pallet or 100 kg, on scheduled days.
Is the cargo insured?
On road freight the carrier’s CMR liability is insured up to €250,000 per truck. Cargo insurance at full value is arranged if you ask for it; the premium is a separate line in the quote.
Can I ship a small consignment from abroad?
Yes. Groupage is accepted from one pallet and a shared container from 1 m³. The truck leaves the Istanbul warehouse on Wednesdays and Saturdays, and Moscow and Nuremberg every Friday.
Customs
Can I know the duty in advance?
Yes. Send the invoice and a description of the goods, and within 1 working day we give you the duty and VAT on each product in writing.
How long does cargo stay at customs?
With complete documents the declaration takes 1 working day. If customs orders an inspection, allow 1 more. Five days in the bonded warehouse are free; after that a pallet costs ₼1.20 a day.
What is an HS code, and who chooses it?
It is the product’s 10-digit code in the customs classification; the duty and the certificates required depend on it. Our broker chooses it for ₼30 per item.
Do you handle customs clearance?
Yes, we are a licensed customs broker. We calculate duty and VAT before the cargo leaves, and file the declaration within one working day once the documents are complete.
Payment
Who pays for a domestic shipment, and how?
The sender or the receiver, at a branch or to the courier, in cash or by card. Contract customers are invoiced once a month. Tariff prices include VAT.
How do I pay for international freight?
The price is agreed in dollars or euros and invoiced in manat at the official rate on the invoice date. A first shipment takes a 50% advance, with the balance due before the cargo is handed over. Contract customers pay within 10 banking days of delivery.
Can you collect the price of the goods from the receiver?
Yes, that is cash on delivery. We collect the amount from the receiver at handover and pay it into the sender’s account on the next working day. The fee is 1.5% of the amount, with a minimum of ₼1.
Which documents you need
Find your case. For international cargo, send the scans to:customs@sarvanlogistics.az
A company importing goods
- The contract with the seller
- The commercial invoice
- The packing list
- The transport document: CMR, bill of lading, air waybill or SMGS
- A certificate of origin, if there is one
- A conformity, hygiene or phytosanitary certificate, depending on the goods
- The tax registration certificate
- A power of attorney for the customs broker
Send scans before the cargo leaves; the originals are needed when the declaration is filed.
A company exporting goods
- The contract with the buyer
- The commercial invoice
- A packing list with the number of pieces and the net and gross weight
- The certificate of origin
- A phytosanitary or veterinary certificate for food and plant products
- The tax registration certificate
- A power of attorney for the customs broker
We arrange the certificate of origin; it takes 2–3 working days.
A person receiving cargo from abroad
- An identity card
- The order receipt or invoice showing what the goods are and their price
- The waybill number
- A notarised power of attorney if someone else collects
We tell you the amount due before we file the declaration.
A shipment within Azerbaijan
- The sender’s identity card
- The receiver’s full name and mobile number
- For companies: an electronic invoice or a handover certificate
- To collect: an identity card and the waybill number
- A stamped power of attorney for whoever collects a company’s shipment
When you book a courier the waybill is written at the door; there is no need to visit a branch.
Incoterms: who pays for what
Three letters in the contract decide who pays for carriage, insurance and duty. The table follows Incoterms 2020.
| Term | Where the seller hands over | Carriage paid by | Insurance | Duty and VAT paid by |
|---|---|---|---|---|
| EXWEx Works | At their own warehouse, not loaded | Buyer | Buyer, if they wish | Buyer |
| FCAFree Carrier | To the buyer’s carrier, cleared for export | Buyer | Buyer, if they wish | Buyer |
| CPTCarriage Paid To | To the first carrier; risk passes to the buyer there | Seller | Buyer, if they wish | Buyer |
| CIPCarriage and Insurance Paid To | To the first carrier; risk passes to the buyer there | Seller | Seller, against all risks | Buyer |
| DAPDelivered at Place | At the named place, not unloaded | Seller | The risk stays with the seller until arrival | Buyer |
| DDPDelivered Duty Paid | At the named place, cleared for import | Seller | The risk stays with the seller until arrival | Seller |
Buyers in Azerbaijan mostly work on FCA and DAP. On EXW and FCA we arrange carriage from the seller’s door; on DAP we take the cargo over from the seller’s carrier in Baku and clear it.
What we do not carry
The list applies to every service, from a parcel to a full truck.
Never accepted
- Weapons, ammunition, explosives and fireworks
- Narcotic and psychotropic substances
- Radioactive materials (ADR class 7)
- Cash, bank cards and securities
- Gold, jewellery and precious stones
- Live animals
- Counterfeit branded goods
Only by prior agreement
- Dangerous goods: paint, solvents, acids, aerosols
- With an ADR-certified driver, on the strength of the safety data sheet (MSDS)
- Lithium batteries and devices that contain them
- No limit by road; by air with a UN 38.3 report
- Perishable food and medicines
- Reefer trucks only; not accepted on the parcel tariff
- Alcohol and tobacco products
- With excise stamps and an invoice, from companies only
- Glass, ceramics, mirrors, television sets
- In a wooden crate or the factory packaging
- A shipment worth more than ₼5,000
- The value must be declared and backed by an invoice
How to pack
A parcel changes hands at least four times on the way, and other cartons are stacked on it during sorting. The packaging has to stand up to that.
- A carton up to 30 kg
- Five-ply cardboard with every seam taped. Leave 5 cm of filler between the goods and the walls on all sides.
- A piece over 30 kg
- In a wooden crate or on a skid, so that forklift tines can get under it. Write the weight on the outside.
- A pallet
- A euro pallet of 120 × 80 cm, up to 160 cm high and 600 kg. No carton may overhang the edge. At least 4 turns of stretch film, the lowest ones gripping the pallet itself.
- Fragile items
- A box inside a box with 5 cm of filler between them. Put “Fragile” tape on it: such a piece is stacked on top during sorting.
- Liquids
- Factory-sealed, in a leak-proof bag and standing upright. Mark “this way up” arrows on two sides of the carton.
- Old labels
- Peel off or cover the previous carrier’s barcodes: if a scanner reads one, the parcel can go to the wrong city.
Branches stock cartons, stretch film and “Fragile” tape: a carton from ₼1.50, wrapping a pallet ₼4.
A shipment arrived damaged or short
You can make a claim at any branch or by e-mail. Each step has its own time limit.
At handover
Check the shipment
If the packaging is crushed, wet or opened, write that on the waybill and take photographs with the courier or the branch clerk present.
Within 3 days
Report hidden damage
If the damage shows only when the carton is opened, tell us in writing within 3 days for a domestic shipment and within 7 days for international road freight.
10 working days
We answer
We register the claim and text you its number. We go through the camera footage and the sorting records and give you the decision in writing.
5 banking days
We pay
Once the amount is agreed, we transfer the money to your bank account.
What to attach to a claim
- The waybill number
- A photograph of the waybill or report on which the damage is noted
- Photographs: the carton from every side, the label, the damaged goods
- An invoice or receipt proving the value of the goods
- A repair estimate, if the goods can be repaired
- Your bank details (IBAN)
How much we pay
On a domestic shipment we pay up to the declared value, or up to ₼200 where none was declared. On international road freight liability is limited by the weight of the goods under the CMR Convention; for cargo insured at full value the insurer pays.
info@sarvanlogistics.azDid not find the answer here?
Write your question and a dispatcher will ring you within one working hour. If you have a waybill number, include it.
Call centre: every day 09:00–20:00