Frequently Asked Questions

Click on any of our most Frequently Asked Questions (FAQ) for the answer. If your question remains unanswered, please email or contact us.

A1:

For domestic ocean shipping, a booking or freight bill number will be assigned. Track your shipment by using the Quick Track or Advanced Tracking tools.

Using Quick Track, you can enter the booking or freight bill number you want to search. For the Advanced Tracking option, you will need a customer email login address and password which will give you more access to the details of your shipment.

For any questions or inquiries, contact customer service at 800-488-4888 Ext. 2020 U.S. Toll Free or reach out to your local account representative.

A2:

For Mainland to Hawaii Less than Container Load (LCL) shipments, the sailing time frame to Honolulu is 5 days and an additional 2–4 days to Outer Islands. See the Hawaii/Guam ocean sailing schedule here.

A3:

For Hawaii to Mainland Less than Container Load (LCL) shipments, shipping from an Outer Island to the Mainland will require the freight to transition into Honolulu for consolidation with other shipments into a single container. Depending on the origin island and barge connection, the transition time will vary from 2–4 days.

The sailing time frame from Honolulu to Los Angeles is 11 days. Shipments destined for Northern California up to Seattle are routed via truck and additional service days will apply. For further questions regarding transit times, please contact our Corporate Customer Service Dept. at 800.488.4888, Ext. 2020 U.S. Toll Free.

A4:

The more detailed information furnished at time of inquiry, the greater the chances of receiving the best rate possible. Because different types of commodities can carry multiple classifications, if a quote is requested with minimal information, the possibility exists that the quote may be high. To furnish you with the most competitive rate, we suggest having the following information available:

  • Accurate origin and destination addresses and telephone numbers
  • Origin and destination zip codes
  • Commodity description(s)
  • If hazardous, the proper shipping name, hazard class, UN number and packaging group
  • Measurements of shipment in cubic feet. Click here to see how to compute cubic feet. Please inform us if any measurement used in the calculation is in excess of 85 inches.
  • Weight of shipment
  • Value of freight and if insurance is required. Unsure about insurance? Ask one of our representatives: 800.488.4888, Ext. 2017 U.S. Toll Free or Email us.
  • Time parameter

For Business-to-Business, Less than Container Load (LCL) Westbound from Continental USA to Hawaii or Guam ocean rate quote, use our online Quick Quote tool.

To get a rate quote for any type of ocean shipping to or from Alaska, Hawaii or Guam, fill out this rate request form and we’ll be in touch within two hours between 6:00 am and 4:30 pm PT Monday to Friday.

For airfreight quotes, the accurate dimensions of each piece of cargo, if not tendered as a pallet, are needed. For airfreight or international quotes and information, visit DGX-Dependable Global Express, our international air and ocean freight division.

A5:

We can ship your vehicle(s) with our roll-on/roll off (RORO) service. More details about our Project and Oversize Cargo services available here.

A6:

New customers will need to establish credit with us before commencement of services. All first shipments must be prepaid (or driver collect, depending on freight payment terms) while the credit review process is undertaken.

Commercial shipments with freight charges under $500 usually ship under a courtesy credit term without being held. Credit card payments can be made online once the final charges have been calculated—usually within 48 hours from sailing.

All new customers interested in obtaining credit status (Billed, Prepaid or Collect) must submit a completed, signed and dated Dependable Credit Application. New customers may remain on driver collect or prepaid in advance, if they wish to do so.

It is very important to include all applicable required information including:

  • Company name
  • Address, including number, street, city, state
  • Billing Address (if different from street address
  • Estimated Freight Expense per month
  • Credit Amount Requested
  • Minimum of three trade references with fax numbers and any account numbers
  • Banking Reference
  • Signature of company authorized representative
  • Personal Guarantee (if necessary, depends on company size, years in business, financial position, etc.)

Completion time for a final credit limit decision varies depending on the customer information provided and the amount of time for references to be returned to the credit department. Any special invoicing, instructions, procedures, billing requirements, addresses or other specifications requested by the customer must be submitted in writing for approval prior to inclusion as part of our Special Billing Instructions.

Notwithstanding the aforementioned, our goal is to process your Credit Application within one week.

A7:

When preparing your shipment, it’s always best to have the full addresses of both the shipper and consignee on all pieces of the shipment. At a minimum, mark each pallet with complete information. Also recommended is to mark each piece of the shipment with the piece or pallet count.

If your shipment carries a booking number, PO number, house bill number, shipment reference, etc., mark this information on the freight as well. We will mark the freight and the BOL (Bill of Lading) with our pro number when your shipment is tendered in order to provide complete track and trace visibility throughout our system and on our website.

All fields in the BOL should be completed to ensure the proper handling of your shipment. It’s essential to include any pre-arranged quote or booking number to ensure proper billing. Any missing or incomplete information might result in a delay while we attempt to verify items and complete blank forms prior to shipping.

For shipments originating outside California, the consignee address should be listed as 19201 S. Susana Road., Rancho Dominguez, CA 90221. The final offshore destination consignee information should be written into the body of the bill or special instructions section.

Our online BOL is available here. It must be completed online, printed and emailed to us here. For assistance, call our Toll Free Customer Service department at 800.488.4888, Ext. 2020 U.S. Toll Free.

For Guam Shipments: along with a completed bill of lading, Guam Customs requires that we provide commercial invoices for each shipment in a container prior to vessel arrival. Due to issues in enforcing such a policy, invoices supporting your shipments must be tendered to our Guam office at least three days prior to vessel arrival. The commercial invoice should be faxed prior to vessel arrival to 671.649.7777 or emailed here. Failure to complete these guidelines will result in your shipment being placed into our Guam Customs-licensed CFS and storage fees will accrue daily. Contact our Guam representative with questions.

A8:

Liability limitation is $1,000 per customary shipping unit for properly packaged new merchandise. For used household goods/personal effects, a $.10 (ten cents) per pound release value will apply. Shipments must be properly packaged for containerized shipping—exposed, or inadequate packaging will not be covered. Additional insurance is available upon request at an additional charge.

Review our complete Terms & Conditions of Service here.

If shipper declares a higher value for the goods than $1,000 per package or per customary unit (not to exceed the lower of cost or market value) upon delivery to DHX-Dependable Hawaiian Express, the higher value will be inserted on the face of the Bill of Lading, freight insurance will have been requested (and paid), and DHX-Dependable Hawaiian Express will purchase additional insurance on your behalf. In case of this event, liability for loss shall not exceed the declared value and any partial loss or damage shall be adjusted pro rata on the basis of the declared value.

The word “package” shall include, without limit, a container used to ship household goods, or freight all kinds shipped under a lump sum tariff, a liquid tank or a dry bulk container, van or trailer, and cargo shipped on a skid, cradle, pallet or unitized load, group or assemblage.

Liability for damages and shortages of personal effects and used household goods will always be limited to a release value of $.10 per pound.

A9:

Receiving Freight
First, check the freight for shortages or signs of damage. If you discover a problem, immediately bring it to the driver’s attention. A signature of the person receiving the shipment and date the shipment was received is required on the bottom right-hand corner of the delivery receipt. Note: Unless otherwise noted on the face of the delivery receipt, you are signing that the goods received have been delivered in good condition.

Documenting Overage, Shortage, Loss or Damage
Should there be an overage, shortage or damage with the shipment, immediately alert the driver and make a notation on the delivery receipt to the nature of the exception. Your exception should include identification markings such as item description, box markings, serial numbers or model number. A complete description should be noted (e.g., one carton of item #2030, ceramic tiles, damaged).

Concealed Loss or Damage
When a unit (carton, box or pallet) shows no sign of damage but damage or loss is noticed after the driver has left the premises, the recipient is responsible for reporting the loss or damage to the local office immediately and request an inspection within 3 working days of the delivery date. Every attempt should be made to leave the unit and packaging materials as they were when you discovered the loss or damage. Unless notice of loss or damage is apparent and the nature of such loss or damage is not given in writing to DHX-Dependable Hawaiian Express before or at the time of delivery of the goods, we shall deem that you received the goods in good, damage-free condition.

A10:

All claims for loss or damage of cargo must be filed with DHX-Dependable Hawaiian Express since we are usually the party solely responsible for processing them to conclusion. To begin the process, fill out our Presentation of Claim form.

Additionally, you will need to submit the following supporting documents to DHX-Dependable Hawaiian Express by postal mail, fax or email.

Supporting Claim Documentation:
  • Standard Presentation of Claim or letter identifying the shipment and the claim amount. The claim form or letter must include the full name and address of the party filing the claim.
  • A copy of the seller or vendor’s original invoice documenting the amount paid for the goods after any discounts or deductions.
  • Detailed repair invoices, if goods in question have been repaired. The labor charges should be broken down by the amount of hours versus hourly rate.
  • Documentation or details such as pictures, packing slips or receiving paperwork that support the claim.

Mail or Email to:
DHX-Dependable Hawaiian Express
ATTN: Claims Department
19201 S. Susana Road
Rancho Dominguez, CA 90221

Email

Review our complete Terms & Conditions of Service here.

A11:

There are many different cutoff times for the various trade lanes we service, as well as the wide range of origin locations we are able to accommodate.

NOTE: Freight that has special stowage requirements, such as hazardous materials, may be subject to delay even when delivered prior to cutoff.

International shipments. Cutoffs vary considerably depending on destination and the wide assortment of sailing schedules. See our sister company DGX’s international sailing schedule. Please call our International Customer Service Department at 888.488.4888, ext. 2020 U.S. Toll Free, for specific cutoffs and late gate availability.

Los Angeles to Hawaii. Freight needs to be dock delivered before 5:00 pm the day before the vessel sails. For example, freight for the Wednesday sailing needs to be delivered to our dock before 5:00 pm Tuesday. The cutoff is one day prior if your freight is hazardous. Our local dispatch can arrange for same day pickup in most of Southern California for shipments scheduled before 2:00 pm.

Los Angeles to Guam. Freight sails once weekly and the cutoff is Monday at 5:00 pm.

Shipments originating outside California. Our Transcontinental (“Transcon”) Dispatchers can arrange next business day pickup anywhere in the continental United States for Less than Container Load (LCL) service. Please call our Transcon Department at 800.488.4888, ext. 2020 U.S. Toll Free, for information on pickups and transit times across the country. For Intermodal Full Container Load (FCL), please call our Traffic Department at 800.488.4888 ext. 2010 U.S. Toll Free.

Oakland to Hawaii. Departures are one day earlier than Los Angeles. For the Tuesday sailing, freight needs to be at our DHX-Dependable Hawaiian Express facility by 3:00 pm Friday for nonhazardous freight or by 12:00 noon Friday for hazardous freight. For the Thursday sail, freight needs to arrive by 3:00 pm Wednesday for nonhazardous freight or by 12:00 noon Wednesday for hazardous freight.

Portland or Seattle to Hawaii. Freight needs to be at our local DHX-Dependable Hawaiian Express facility before 12:00 noon on Wednesday in Portland, or before 12:00 noon on Thursday in Seattle. The cutoff is one day prior if your freight is hazardous.

Eastbound Hawaii (Oahu) to U.S. Mainlaind or Guam. Freight needs to be at our facility before 4:30 pm Wednesday for weekly service to the U.S. mainland and before 4:30 pm Friday for service to Guam.

Eastbound from other Hawaiian Islands. Freight needs to be at our local DHX-Dependable Hawaiian Express facility (or agent) at least 12 hours before (or the evening prior to) barge sailings.

For all other DHX-Dependable Hawaiian Express locations, call your local terminal to arrange for pickup service or contact our national customer service at 800.488.4888 ext. 2020 U.S. Toll Free.

DHX-Dependable Hawaiian Express specializes in helping customers with customized needs or requirements. Please call our corporate Customer Service Department at 800.488.4888, ext. 2020 U.S. Toll Free, for more information.

A12:

We currently offer two levels of ocean freight service for our Hawaii destinations. The service differentiation is based primarily on the means used to reposition the freight throughout the U.S. mainland. The two levels of ocean service are:

Standard Ocean. Standard Ocean uses our existing network of quality-oriented regional truck lines. Pickups made at the shipper are carried directly to our terminal in Los Angeles for furtherance on the next available sailing. Because existing quality guidelines require our transcontinental trucking partners to meet (or better) specific transit times, the freight usually arrives faster than the Economy Service by 3 to 7 days.

Our overland rates have been negotiated based on our overall volumes, allowing you to benefit from our size in terms of reduced rates. As a result, our Standard Ocean service allows you a very good transit time at very competitive rates.

Expedited Ocean. Expedited Ocean uses either expedited “road feeder” service or air service to bring your shipment into our Los Angeles terminal. It’s then forwarded to its ultimate destination on the next available sailing. This service features a decreased overland transit time enabling you to make an earlier sailing and meet your deadlines. Used primarily as a less expensive alternative to deferred airfreight, it’s 3-4 days faster than our Standard Service but 3-4 days slower than deferred airfreight.

A13:

When shipping to Hawaii or Guam, ocean delivery, wharfage and terminal handling charges are based on density or actual cubic feet, whichever is greater.

In order to compute actual cubic feet, you will need to measure the length, width and height (in inches) of each piece to be shipped. One cubic foot is equal to a single piece with the dimensions of 12" x 12" x 12".

To compute cubic feet, first multiply together all the dimensions for the piece being measured. Then divide the total by 1,728. This calculation will give you the total amount of cubic feet for the piece. Total the individual pieces “cubed” to determine your total shipment cube:

  • 12" x 12" x 12" = 1,728
  • 1,728 ÷ 1,728 = 1 cubic foot; or 12" x 12" x 12" = 1 cubic foot

Some helpful hints in computing cubic feet:

  • When taking your dimensions, round up to the next highest inch. Example: 11½" = 12".
  • Total cubic feet should always be rounded up. Example: 10.45 cubic feet = 11 cubic feet.
  • With multiple pieces of the same dimensions, multiply the total number of pieces along with the dimension. For example, 10 pieces at 12" x 12" x 12" would be computed as follows: 10 (pieces) x 12" x 12" x 12" = 17,280 ÷ 1,728 = 10 cubic feet

DXH-Dependable Hawaiian Express Computing Cubic FeetWhen cubing a shrink-wrapped pallet, measure the highest, widest and longest dimension of the pallet. If the product does not take up the full amount of space on the pallet, you must still measure the width and length of the pallet itself, as well as the highest point of the product on the pallet. This is because your pallet is using the space within the container. Should the product hang over the edge of the pallet, you will need to measure the length and width of the product stacked on the pallet as the largest dimensions.

When computing cubic feet on shipments that consist of multiple pieces having different dimensions, compute the amount of cubic feet for each piece and then add up the cubic feet for all the pieces to determine the total cubic feet for the shipment. You do not need to round up the cube for the individual pieces. Round up the cubic feet total of all the pieces added together.

To compute density cubic feet, divide the weight of shipment by 45 to ensure that the 45 lb. density rule cube does not exceed the actual cube. If it exceeds the actual cubic feet, you will be charged based on density.

A14:

All the information required can be found on the DHX/DGX Hazardous Materials form. This form needs to be filled out for each type of hazardous item in the shipment. For all shipments, a material safety data sheet must also be provided in order to comply with Federal and Coast Guard regulations.

A15:

IATA logoIATA (International Air Transportation Association) is an organization that companies join to receive services from other IATA members without having to establish a detailed partnership relationship. Approximately 40% of the world’s manufactured exports travel by air. IATA cargo systems and relationships help us move goods from shipper to consignee as efficiently as possible.

A16:

WCA World logoWCA (World Cargo Alliance) is an organization dedicated to networking transportation firms from around the world. The WCA members in other parts of the world unite with us as agents where we do not have our own offices. Currently with more than 3,000 members, this group includes freight companies and firms with business scopes including customs brokers, air and ocean freight forwarders, and consolidation and project specialists.

Global transportation regulations, customs procedures and policies are often in flux. The Group’s membership ensures that their clients, as well as our staff members, are educated on these changes. The WCA provides us with the ability to service all locations worldwide through membership representation.

A17:

A Quality Management System (QMS) is a system that documents the policies, business processes, quality objectives, and procedures necessary for an organization to create and deliver exceptional service to its customers.

DHX-Dependable Hawaiian Express and its affiliates are committed to our Quality Management System. As a team, we take full accountability for ensuring that the management system is integrated into our key business processes and intended results are achieved. We promote the use of risk-based thinking to ensure that risks and opportunities are determined and addressed. We are dedicated to providing all employees with the necessary resources and training to be successful in meeting and/or exceeding our customers’ needs. Our quality policy and objectives are the driving force behind our Quality Management System, which has built our reputation as a world-class freight forwarder and licensed NVOCC.

A18:

We believe our flexibility, integrity and employees set us apart from industry competitors. Our employees work diligently to ensure customer needs are met and surpassed. We have company-owned terminals and equipment delivering in Oahu, Maui, Kona and Guam. Our growth in the industry indicates our approach works well for our customers who enjoy doing business with us more than the competition.

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