Frequently Asked Questions for Shipping Your Car with 澳博体育app下载

Frequently Asked Questions for Shipping Your Car with 澳博体育app下载

Where
Transit Time
Costs, Payments and Fees
Booking and Shipping Process
Shipping Personal Items With Your Vehicle
Cancelling a Booking
Vehicle Care
Motorcycles
Vehicle Damage
Receiving Your Vehicle
Bill of Lading Terms and Conditions

If you have questions shipping your vehicle with 澳博体育app下载 or would like a free quote, please contact our customer service team.

WHERE

Q: Where can 澳博体育app下载 ship my vehicle?

A:

HAWAII

  • Hilo, Hawaii
  • Honolulu, Oahu
  • Kahului, Maui
  • Nawiliwili, Kauai

MAINLAND

  • Long Beach, California
  • Oakland, California
  • Tacoma, Washington*

ALASKA

  • Anchorage
  • Kodiak
  • Dutch Harbor

GUAM AND MICRONESIA

  • Guam
  • Saipan
  • Yap

GUAM

  • Palau
  • Chuuk
  • Pohnpei
*Tacoma services Alaska, Guam, and Saipan vehicles only.

TRANSIT TIME

Q: How long does it take to ship a car to or from Hawaii?

A: From vessel sail date, transit times will vary from an average of 9-24 days to or from Honolulu, 17-21 days to or from Nawiliwili and 24-33 days to or from Hilo and Kahului (via barge from Honolulu). This time includes 5-8 sailing days, 3-5 days loading/unloading, 4-14 days for neighbor island barge sailing. Transit times will vary based on vessel and connecting barge schedules and loading/unloading time. Vehicle availability may vary; please contact Customer Service for details.

 

Q: How often do the Hawaii barges leave?

A: 澳博体育app下载 provides monthly barge service from Honolulu to Nawiliwili, Kahului, and Hilo.

 

Q: How long does it take to ship a car between the Alaska and Tacoma ports?

A: From vessel sail date, transit times will vary from an average of 5 - 7 days. All shipments to and from Alaska go through Tacoma.

COSTS, PAYMENTS AND FEES

Q: How much does it cost to ship my car?

A: Car shipping Mainland to Hawaii starts at $1,597.00, while car shipping Hawaii to Mainland starts at $1,020.00. Please view our car shipping rates for more details on standard size vehicles (21’8” long x 8’ wide x 7’ high or less) based on origin and destination ports. Contact 澳博体育app下载 Customer Support at 800-4澳博体育app下载 to get a quote on oversized vehicles, boats, or RVs.

 

Q: What forms of payment can I use to pay for my shipping charges?

A: You may pay for your shipment with the following methods of payment

  • VISA
  • Mastercard
  • Discover
  • American Express

We’re sorry, personal checks are not accepted.

Payments are not currently accepted at our Hilo, Tacoma, and Kahului port locations. Please make your payment online or call customer service at 1-800-462-8766 (Hawaii and Guam) or 1-877-678-7447 (Alaska). Our Alaska locations will accept credit card payments.

 

Q: Can I make a booking online but pay for it when I drop off the car at the port?

A: Payment at the port varies by location. For convenience, all payments may be made by calling customer service, using 澳博体育app下载’s online checkout at the time of booking or paying online after you have a booking number.

  • If you are shipping to or from Alaska, you may pay online or by calling 澳博体育app下载 Customer Service at 1-877-678-SHIP. Additionally, you may pay by credit card when you drop off the vehicle at one of our Alaska port locations.
  • If you are shipping to or from Hawaii, you may pay online or by calling 澳博体育app下载 Customer Service at 1-800-4MATSON.
  • If you are shipping to or from Guam, you may pay at the port in Guam, online, or by calling 澳博体育app下载 Customer Service at 1-800-4MATSON.

 

Q: I received a bill in the mail after I dropped my car off, but I already paid?

A: An original bill of lading is generated as soon as your vehicle is physically received at our ports. 澳博体育app下载 does not accept any collect shipments; if you paid for your shipment and received an invoice, this is simply a timing issue with posting your funds to your booking information. Please retain the invoice for your records.

 

Q: My car arrived early and now I have storage fees. Do I have to pay them?

A: It is ultimately the customer's responsibility to track their vehicles and make alternate arrangements if estimated availability dates change. The storage fees are not fees assessed by 澳博体育app下载; these are port terminal storage fees and are paid to the port authority directly. These terminal storage fees cannot be waived.

 

Q: What are the Port storage fees?

A: Port storage fees are to be made payable to the Port. Fees are charged due to the Port having to store your vehicle past the allotted free time. Click here to view Port storage fees.

 

Q: Do you have military discounts?

A: Yes.

 

Q: Who is eligible for the military discount?

A: Active duty service members of the U.S. Air Force, Army, Coast Guard, Marines, or Navy.

 

Q: Are immediate family or veterans eligible to use the military discount?

A: Active duty service members can use the military discount to ship vehicles in their household fleet. We regret we are unable to extend the discount to veterans.

 

Q: How can active duty service members receive the military discount?

A: When booking online check the “active duty military” box or when booking through customer service request the military discount. A valid military ID or military dependent ID must be shown at the port for all active duty military discount bookings. The name on the valid military ID or dependent military ID must be the legal owner of the vehicle.

 

Q: Is the military discount valid for all final destination ports?

A: No. The military discount is valid for car shipments between U.S. Mainland (Oakland, Long Beach) and Hawaii (Honolulu, Kahului, Nawiliwili, Hilo).

 

Q: Why is there an electric vehicle surcharge?

A: Rechargeable lithium-ion batteries have a high energy density and are classified as hazardous materials under both domestic and international regulations. Additional safety and emergency response protocols specific to the transport of EVs, including special spacing and loading requirements, are required.

 

Q: What qualifies as an electric vehicle?

A: Fully electric vehicles powered solely by lithium-ion batteries. The surcharge will not apply to “hybrid” vehicles powered by internal combustion engines and lithium-ion batteries, nor to vehicles powered by wet- or dry-storage batteries, which are exempted from the regulations.

BOOKING AND SHIPPING PROCESS

Q: How far in advance can I make a booking?

A: We advise that you make your booking within a month of your planned move date so you can get the most accurate vessel information. Please note that when you book far in advance, vessels in 澳博体育app下载's schedules are subject to change. 澳博体育app下载 booking numbers are valid for 90 days only. If your booking has expired you will need to contact our customer service department.

 

Q: Can I just show up at the port and get a booking number from there?

A: No. Port personnel do not have access to 澳博体育app下载's booking system. Begin the easy process of making a booking for your vehicle prior to arriving at the port.

 

Q: I'm moving back to the mainland United States from Hawaii, and I understand I must provide my title and registration as part of the shipping process. When I shipped a vehicle to Hawaii, this was not a requirement. Why do I have to present this additional documentation now? Why is the process for shipping a vehicle to Hawaii different from shipping a vehicle from Hawaii?

A: It is Hawaii State Law (Statute 286-57 Unlawful removal of motor vehicle from State) that all privately owned vehicles shipping from Hawaii to the mainland United States are required to abide by. Please consult the Hawaii DMV regulations for more information.

 

Q: How long does it take when I drop off or pick up my car?

A: Please allow approximately 30 minutes when delivering or collecting your vehicle from the terminal. The terminals close promptly so please allow enough time to fully complete the process. Click here to view the terminal hours of operation.

 

Q: Is it ok to drop off my vehicle at the port sooner than I originally scheduled?

A: You may deliver your vehicle to the port sooner or later than you had originally planned. Your vehicle will be received and shipped on the next available vessel. At time of drop off you will be given your receipt which will detail an updated estimated shipping timeframe.

*Please be advised that if you deliver earlier than anticipated your vehicle will become available sooner and you will be responsible for port storage fees after your free time has expired.
**Please double check port hours of operation prior to delivery.

SHIPPING PERSONAL ITEMS WITH YOUR VEHICLE

Q: Can I ship my vehicle charging cable with my electric car?
A: Yes, we prefer you include your charging cord in your car in case we need to charge the vehicle while it’s in our possession.

 

Q: When shipping between the Tacoma and Alaska ports can I ship personal effects in my car?

A: Yes, you may ship personal effects in your vehicle for an additional fee per 100 lbs. of cargo. You will be charged the actual weight shipped, not the estimated weight. The estimated weight is for our vessel planning purposes. Please contact Alaska Customer Service at 1-877-678-SHIP for shipping rates.

 

Q: Can I ship personal effects in my car?

A: Excluding shipping between the Tacoma and Alaska ports, no personal items are to be left in your vehicle due to liability reasons. The only exceptions are the spare tire, jack and two child car seats. The port personnel will complete a full inspection of your vehicle and if you have any items in your vehicle they will have to be removed prior to vehicle receipt. Please also remove your important documents from the glove compartment.

CANCELLING A BOOKING

Q: I dropped off my vehicle but I'm not moving anymore. How do I get my car and money back?

A: Please contact 澳博体育app下载 Customer Service immediately. If we have already loaded your vehicle to a vessel you will need to make a return booking and pay 1/2 of the original shipping costs. If we are able to retrieve the vehicle from the load port you will be assessed a handling fee.

 

Q: I just shipped my car but I'm not moving anymore, I need to ship it back. What do I do?

A: Please send your booking information through the 'contact us' tab and an account specialist will call you to assist in retrieving your vehicle or you may contact Customer support at 800-4澳博体育app下载.*If your car is already in line to be shipped, there is a possibility the terminal might not be able to pull your vehicle out of line to be retrieved and there could be a handling fee.
**If your car is already on a vessel a return booking will need to be made, you will only be charged 50% of the current shipping rates for any return booking.

 

Q: I have not dropped off my car yet but I need to cancel my booking and I've already paid, how do I get my money back?

A: Please send your booking information through the 'contact us' tab and an account specialist will call you to process your refund.

VEHICLE CARE

Q: Is my car exposed to the elements at the port?

A: Our ports do not have any covered parking. Your vehicle will be exposed to the elements. 澳博体育app下载 does everything we can to protect your vehicle while in our possession.

 

Q: I have a cover for my car, will someone at the port cover my vehicle to protect it?

A: 澳博体育app下载 does everything we can to protect your vehicle while in our possession. The port personnel will not cover your automobile. 澳博体育app下载 ships thousands of automobiles each month and we take excellent care of each and every one.

 

Q: Do you put cars in containers?

A: The preferred method of vehicle shipment is either in our vessel garages or in specialized auto frames. Containers are not generally loaded with automobiles. However, at the discretion of our terminal operations, occasionally vehicles are loaded into closed containers.

 

Q: When shipping between the Tacoma and Alaska ports, do you put cars in containers?

A: Yes, 澳博体育app下载 utilizes both specialized auto frames and closed containers. If larger vehicles do not safely fit in these then 澳博体育app下载 will place your vehicle on a flat-rack.

 

Q: Why must my car only have 1/4 tank of gas or less?

A: U.S. Coast Guard regulations require that all vehicles have less than a 1/4 tank of gas. Gasoline and car batteries are considered hazardous material.

 

Q: Should my electric car be fully charged?

A: No, your electric car's state of charge should be between 45% and 65% at the time of drop-off. Please pack the vehicle charging cord inside the car in case we need to charge it while in our possession. It is recommended that all remote monitoring devices not be used while the vehicle is in 澳博体育app下载's possession. 澳博体育app下载 will not accept any liability for charging electric vehicles, dead batteries, or any functions controlled by a remote monitoring device. All electric vehicles and their accessories are shipped at their own risk.

MOTORCYCLES

Q: Does 澳博体育app下载 ship motorcycles?

A: 澳博体育app下载 does not ship motorcycles. You will need to contact a Freight Forwarder who will be able to make these arrangements for you.

VEHICLE DAMAGE

Q: I have a small crack or chip on my windshield. Can I still ship my vehicle?

A: Due to safety concerns, all vehicles with chips or cracks in their windshield or windows will be subject to approval to ship on an individual basis. Please contact 澳博体育app下载's Customer Service department for approval. Please be prepared to provide photos and a physical description as well as location of the chip or crack.

 

Q: Is 澳博体育app下载 liable for vehicle damage?

A: We will make every effort to safeguard your automobile from damage. However, because unforeseen circumstances sometimes occur, we offer limited protection while your automobile is in our possession. If 澳博体育app下载 is responsible for transportation damages that are apparent to your auto (excludes pre-existing damages or wear & tear items), our liability is limited to the amount of damage actually sustained to your automobile, not to exceed the market value of your automobile and, in no event, more than $1,000 per 40 cubic feet based on the size of your automobile (for the average-sized vehicle, this is approximately $8,000). This liability limit may be increased up to the full value of your automobile by declaring the value on your Dock Receipt and paying the appropriate additional freight rate. 澳博体育app下载 does not provide any form of insurance. You should verify your personal marine insurance coverage for transportation damage and any other related insurance protection with your insurance carrier.

 

Q: My car was damaged in transit, how do I file a claim with 澳博体育app下载?

A: 澳博体育app下载 gives you an opportunity to inspect your automobile for damage at the time it is picked up at the destination port. All damages should be noted in writing before removing the vehicle from the terminal. Once the vehicle has left the terminal, no additional damage claims will be accepted. The only exception is that you are permitted 3 calendar days from the day of pick up to report any concealed or non-apparent damage to 澳博体育app下载. To report this type of damage, please complete the 澳博体育app下载 claim form with the appropriate information.

RECEIVING YOUR VEHICLE

Q: How will I know when my car is available?

A: You will receive a courtesy phone call, text or email message when your car becomes available. It is important to contact 澳博体育app下载 if your phone numbers or email address changes. Please be sure to track your vehicle online and be aware of port storage fees if you do not collect your vehicle within the allotted time frame. View a list of port free time and storage fees. We also recommend arriving at least 30 minutes prior to closing.

 

Q: What documents will I need to show when I collect my car?

A: You will need your 澳博体育app下载 booking number and a photo ID.

 

Q: I can't pick my car up, and will need a friend or family member to collect for me. Do I need to make any special arrangements for this prior to receiving the vehicle?

A: If anyone other than the legal owner or persons listed on the original booking needs to collect your vehicle on your behalf, you will need to send an email to 澳博体育app下载, prior to pickup, with an image of your driver’s license, your booking number and the name of the person picking up your car.

BILL OF LADING TERMS AND CONDITIONS

Q: What are 澳博体育app下载's Hawaii and Guam/Micronesia Bill of Lading Terms and Conditions?

A: Click Here for 澳博体育app下载's Hawaii and Guam/Micronesia Bill of Lading Terms and Conditions

 

Q: What are 澳博体育app下载’s Bill of Lading Terms and Conditions for shipping between Tacoma and Alaska?

A: Click Here for 澳博体育app下载's Alaska Bill of Lading Terms and Conditions

Have more questions? Contact us.

Hawaii, Guam, Micronesia service:
1-800-4MATSON (800-462-8766)
customerservice@parkviewhousebb.com
Alaska service:
1-877-678-SHIP (877-678-7447)
alaskacs@parkviewhousebb.com