FAQs

Q?

How can I access my goods while they are in storage?

A.

Customers can access their goods within a maximum of 24 hours by a simple phone call to our offices. If required we can arrange for pick up and deliver of the goods from our logistics centre.

Q?

How are goods stored?

A.

All stored goods, are carefully wrapped and stored in a pallet at our facility. We do not store any dangerous goods including firearms, flammables, explosives or corrosives.

Q?

Does Twiga provide storage?

A.

Yes! We do offer temporary or permanent storage facilities at origin. If storage facilities are needed at destination we can arrange this through our network of reputed agents.

Q?

How does your service differ from that of your competitors?

A.

At Twiga we firmly believe in service before self. All our team members work towards making each project we undertake a stress free experience for the client. We offer a variety of packages and add on services which the client can choose from, and customize the packages to suit their individual needs.

Q?

How Twiga protects the fragile items, clothes and other delicate things?

A.

The team at Twiga comprises of extensively trained and experienced individuals who ensure that every project undertaken is carried out with full attention and care. If you have booked us for the complete packaging and move of your cargo, we ensure that special cartons and packaging material are used to ensure safety of the items. If you wish to self pack we you can purchase the packaging material from us as well.

Q?

What advice can you give me on how to plan for my move?

A.

Whether your move is personal or professional, domestic or international, proper planning and preparation are pre requisites to ensure a trouble free move. As a general advice to have a more organized move, you should start off with sorting out all the items that you'll need to sell, store, dispose of, give away, and those you'll want to move by sea, have sent by air cargo or delivered to another family member before your departure. It's a very good idea to have researched these categories before our estimator visits you to survey your household effects. As you approach Moving Day, think about which items you will need for your journey, specifically travel papers, immediate clothing, passports, medical documentation and records, family papers, valuables, jewellery, medicines, school reports, etc. You may download our moving check list to assist you further. We at Twiga will provide you with maximum possible destination information for your reference.

Q?

What are the different cost/service options available to me?

A.

When planning your move there are several alternatives available to you. You may make your choices from sea freight or air freight based on factors like price, transit time, method of containerization etc. Generally it is advisable to select the most direct route with minimum handling. However it is essential that you carefully evaluate the pros and cons prior to making your choice.

Q?

Are all charges included in the price?

A.

The price quoted to you for the move is dependent on the terms agreed upon between you and Twiga. If you have booked a door –to – door move, then all charges including custom clearance, and local delivery to your residence (with normal access, not above the first floor) are included in the estimate. However there can destination specific exclusion which will be advised to you. Any taxes/duties applicable on your cargo are also excluded.

For a move booked door to port, all destination charges are payable by you on arrival. Therefore you shall have be responsible for charges relating to unloading of cargo, port handling, custom clearance, and local delivery to your residence.

Q?

What items should I not include in an international household goods shipment?

A.

In international moves, it is most essential to be aware of the approximate transit time of the cargo from origin to final destination. Accordingly you should you not include perishable goods, foodstuff, liquids (which could leak causing damage to other items) etc. Apart from these you cannot include the following items:
• Hazardous materials such as paint, matches, aerosol cans, gas canisters or other flammable materials such as wood, bricks, cement, rocks and soil of any type.
• Firearms and ammunition.
• Plants of any kind.
• Corrosives and explosives.
• Pornography of any description.

Q?

When should I contact Twiga Relocations to organize my move?

A.

Planning and preparation are extremely essential to ensure a smooth move. Ideally we recommend that you contact Twiga a minimum of 6 -8 weeks prior to your intended moving date. This would give us enough time to assess your moving requirements, provide you with a suitable quotation and organize all arrangements for the move. However at Twiga we are very flexible to meet the client needs, and our team shall always target to meet your deadlines.

Q?

What relocation services do you offer people moving overseas?

A.

We at Twiga completely understand the stress and discomfort that is involved in moving to another country. We therefore provide maximum information on destination country details, fact sheets, details on availability of essential services in the area such as schools, hospitals, banks etc. If you require we can also introduce you to area counselors to assist you or any family members with any adjustment issues.

Q?

Can I pack myself?

A.

As a provider of end to end customer service, we definitely have a team of well trained and experienced crew who provide you with professional packing service. However should you wish to pack all or some of your items, we are happy to offer you the self pack option whether partial or in full. At Twiga we can provide you with the highest quality packaging material for at competitive prices for the purpose. It is important to note that if you pack the boxes yourself, you assume all liability for the contents of the same.

Q?

When and how do I Pay?

A.

As a standard all our projects are worked on cash/cheque basis on the following terms unless credit terms are agreed on:
• A booking deposit of 20% of the agreed quotation is to be paid to confirm the moving dates.
• For all international moves, the balance amount is payable on completion of packaging and prior to dispatch of shipment.
• For all domestic moves, the balance amount is payable on the moving day.
• When cheque payments are made, moves will be conducted after successful clearance of cheques.

Q?

Who will provide delivery services at destination

A.

Our reputed and well networked overseas agents will provide you will all the necessary assistance or information at your destination on the following
• Co-ordination with the Twiga offices for any information that you may require
• Updates on the cargo status and arrival notifications
• Custom clearance procedures at the seaport or airport
• Transportation facilities from the seaport/airport until final destination.
• Provision of temporary storage facilities.
• Unpacking and assembling services at destination.

Q?

What shipment protection does Twiga provide for international moves?

A.

Insurance of your belongings during an international move is highly recommended. On your request Twiga can provide you with a comprehensive insurance cover at competitive rates and from reputed insurance providers who assure that claims if any would be dealt with promptly.

Q?

How do I determine the level of protection that is required for my belongings in an international move?

A.

To determine the value of your belongings that you wish to insure, the best way would be to assess the cost of replacement of the items. You can source information on costs of high value items such as cars, pianos, antiques, paintings etc at the destination. While completing your proposal form, do ensure to provide as many details as possible.