Customer Service
EuraWay Logistics Limited
At EuraWay Logistics, we are committed to providing exceptional support to our B2B clients. Our customer service team is here to assist you with all your shipping, tracking, documentation, and logistics needs.
contact@euroways.com
We strive to respond to all emails within 24 hours and phone inquiries immediately during business hours.
Working Hours:
Monday – Friday, 9:00 AM – 6:00 PM (HKT)
Working Hours:
Albert Plesmanweg 39-E, 3088 GB Rotterdam
Suite 2708, 27/F Skyline Tower, 39 Wang Kwong Road, Kowloon Bay, Kowloon, Hong Kong.
Suite 2708, 27/F Skyline Tower, 39 Wang Kwong Road, Kowloon Bay, Kowloon, Hong Kong.
1.Feel Free to Contact Us
2. Services Offered
Our customer service team can assist with:
Shipment Bookings: Help with creating new shipments, providing quotes, and arranging pickups.
Tracking & Updates: Real-time updates on the status of your shipments and guidance on using our tracking portal.
Documentation Assistance: Support with commercial invoices, packing lists, Bills of Lading, and customs forms.
Claims & Refunds: Guidance on submitting claims for lost, damaged, or delayed shipments.
Customs Support: Assistance with import/export compliance, duties, taxes, and customs queries.
Account Management: Help with corporate accounts, invoicing, and billing inquiries.
Special Requests: Coordination of multimodal shipments, warehousing, and delivery requirements.
3. How to Reach Us Efficiently
To help us serve you faster, please provide the following information when contacting customer service:
Company Name & Account Number (if applicable)
Shipment Reference / Tracking Number
Detailed Description of Your Request or Issue
Supporting Documents (e.g., invoice, packing list, photos for claims)
Preferred Contact Method (email or phone)
This information ensures faster processing and resolution.
4. Response Times
| Type of Inquiry | Response Time |
|---|---|
| General inquiries & quotes | Within 24 hours |
| Shipment tracking & updates | Immediate to 24 hours |
| Claims & refunds | Acknowledgment within 3–5 business days; resolution 10–45 business days depending on complexity |
| Customs & documentation support | Within 24 hours |
| Corporate account management | Within 24 hours |
Note: Complex cases involving carriers, customs authorities, or international regulations may take longer.
5. Feedback & Complaints
Your feedback is valuable to us. If you have any complaints or suggestions:
Email: contact@euroway.com
Subject line: “Customer Feedback / Complaint”
We review all feedback carefully and aim to resolve issues promptly. Serious complaints may be escalated to senior management.
6. Useful Resources
Tracking Portal: Check shipment status online
FAQ Section: Answers to common B2B questions
Terms & Policies: Privacy Policy, Cookie Policy, Terms of Carriage, Refund & Claims Policy
Service Guides: Documentation, packaging requirements, and customs instructions
These resources are available on our website to help you navigate your logistics needs efficiently.
7. Commitment to Clients
At EuraWay Logistics, we strive for:
Responsiveness: Quick and reliable support
Transparency: Clear communication and updates
Professionalism: Expert assistance with international logistics
Problem Solving: Effective resolution of shipping issues and claims
Our goal is to make your international logistics experience smooth and predictable.