Frequently asked questions

Parcel tracking

Where do I find my tracking number?

It is on your invoice and is sent to you by WhatsApp or e-mail as soon as your parcel is registered. It starts with "MSA" (e.g. MSA-7KQ4-X29P).

Can I track several parcels at once?

Yes. On the tracking page, enter up to 10 numbers separated by commas: you will see the status of each one at a glance.

Why are names partially hidden?

To protect your privacy: anyone with the number could see your information. Enter the last 4 digits of your phone number to show all details, photos and the invoice.

My parcel shows "On hold" or "Delayed", what should I do?

The page shows the reason and a button to contact our team directly. Never pay fees to anyone who contacts you outside our official channels.

Tracking hasn't changed for several days, is that normal?

During the sea crossing (several weeks) or customs clearance, there may be no new step for a while. The estimated delivery date remains your reference.

Rates & payment

How is the air freight price calculated?

Per kilo. We compare the actual weight and the volumetric weight (L × W × H in cm ÷ 6000) and charge the higher of the two.

How is the sea freight price calculated?

Per cubic metre (CBM): length × width × height in metres. Use our calculator for an instant estimate.

How to pay?

Payment at our agency, by Mobile Money or by bank transfer. Always ask for an official MAK SINO AGL receipt.

How do I get my invoice?

It is sent to you by e-mail or WhatsApp. You can also download it as a PDF from the tracking page after entering the last 4 digits of your phone number. Every payment comes with a receipt.

Are customs duties included?

It depends on the goods, the destination country and the chosen option. Your advisor will specify it on the final quote.

Shipping

Which countries do you deliver to?

We ship from China to the whole African continent. The list of our branches and pickup points is on the Contact page.

Which products are prohibited?

Weapons, drugs, flammable products, counterfeits and any product banned by customs in the destination country. Batteries and liquids: ask us first.

Can my supplier deliver directly to your warehouse?

Yes, it is the most common method. Ask us for the warehouse address and the marking to write on the cartons (your name + phone).

How long does shipping take?

By air: 7 to 14 days. Express: 4 to 7 days. By sea: 45 to 60 days, including customs clearance under normal conditions.

Are my goods insured?

Insurance can be taken out on the declared value. Mention it in your quote request.