Frequently Asked Questions

Last Updated: October 22, 2026  |  Originally Published: January 9, 2020

Updated October 22, 2026

Planning and your booking

Who should I contact about my shipment?

Your assigned TGAL coordinator is your main contact. Reply to their shipment email and include your TGAL reference. If you do not yet have a coordinator, email [email protected] or use our website contact page. Your destination agent handles local arrival and collection instructions.

When should I start, and how long is my quote valid?

Start gathering documents about 30 days before your desired shipping date, and well before you leave the U.S. Follow the validity date on your quote; quotes are normally valid for 30 days. Later dates may require a new rate because carrier rates, fuel surcharges and availability can change.

What is the difference between RoRo, consolidation and a full container?

With roll-on/roll-off (RoRo), the vehicle is driven or moved onto the vessel under the carrier’s acceptance rules. Consolidation shares container space with other approved cargo and may wait for compatible cargo to fill the container. A full-container booking reserves the agreed container space for your shipment. Preparation, packing, schedules and prices differ; follow the service shown on your booking.

Are sailing, arrival and delivery dates guaranteed?

Dates are estimates until confirmed and can still change because of weather, carrier schedules, congestion, inspections or customs. Allow flexibility; a general transit estimate is not a guaranteed delivery date. Do not book collection travel or onward transport until the destination agent confirms release and collection instructions.

Can someone else hand over my vehicle?

Yes, if we arrange the required authorization beforehand. Give your coordinator that person’s name and telephone number, and ask for any power-of-attorney form needed. Double-check the pickup address and notify us promptly of corrections or changes.

Can I use a military Vehicle Processing Center for a commercial shipment?

Do not assume a commercial shipment can be delivered to or collected from a military VPC. Follow the terminal or pickup instructions for your TGAL booking. Ask us about trucking to or from an approved location if needed.

Do you offer military or other discounts?

Ask for any applicable discount when requesting your quote. Eligibility and available rates depend on the shipment and service; the written quote confirms the price.

Documents and payment

Which documents do I need?

Your coordinator will send a checklist for your shipment. Depending on ownership, destination and circumstances, this can include title or manufacturer’s certificate of origin, registration, passport or ID, booking agreement, power of attorney, purchase invoice, export identification and PCS orders for a military move. A financed vehicle may need the lienholder’s notarized permission and a title copy. Send clear copies of both sides where applicable; tell us about liens, missing titles or ownership changes before pickup.

What if my vehicle is financed or the title is electronic?

Tell your coordinator before pickup. A financed vehicle may require an original signed and notarized permission letter from the lienholder and a notarized copy of the title, front and back. If the lender cannot supply the title because it is electronic, ask whether a DMV-certified title record is acceptable for your shipment. Obtain instructions before substituting documents.

What is a manufacturer’s certificate or statement of origin?

An MCO or MSO is the manufacturer’s ownership document commonly supplied by a dealer for a new, not-yet-titled vehicle. Send it with the purchase invoice for review. Your coordinator will confirm whether it is acceptable for your export and destination requirements.

Are extra documents needed for a military or family move?

Your checklist may require PCS orders and a passport, a marriage certificate when ownership is in a spouse’s name, or authorization when someone else presents the vehicle. The destination agent will confirm eligibility and local customs requirements. Send copies for review before pickup or port-delivery arrangements.

Should I mail my original title immediately?

First send readable copies for review. Wait for your coordinator to confirm which originals are required and the courier instructions. When instructed, send originals by tracked courier, share the tracking number and retain copies. Do not mail a document again if we have confirmed its receipt. Never leave original titles or other original documents inside the vehicle.

Why is a power of attorney needed?

It authorizes the designated representative to handle the stated shipping or customs formalities on your behalf. Your coordinator or destination agent will provide the appropriate form and explain who must sign it.

How will my original documents be returned?

Original titles travel separately from the vehicle. For shipments handled by our Germany agent, they are sent to that agent for return after you receive the vehicle. For other destinations, TGAL arranges return after sailing. Confirm your return address and any special requirements with your coordinator.

When do I pay, and what payment methods are available?

Follow your booking terms and invoice. For prepaid shipments, arrangements begin after the required document review and payment; approved credit customers follow their invoice due date. Your invoice or coordinator will explain available payment methods and any applicable fees. Do not assume an older email’s payment timing or card fee applies to your current booking.

What does “destination fees excluded” mean?

Your quote determines what is included. Excluded costs can include terminal handling, local agent fees, customs clearance, duties or taxes, inspections, storage and delivery. Ask the destination agent for an estimate before shipping. Additional services, delays, or changes can create extra costs; a request for a credit does not guarantee one.

Can size, weight or extra cargo change the price?

Yes. Rates based on dimensions or weight may change after measurement at the port or warehouse, especially for high-and-heavy cargo. Extra goods, packing and container space must be approved and can increase the quoted amount. Container delays can also create drayage, storage-yard, chassis or re-delivery charges.

Vehicle preparation and pickup

How clean and dry must the vehicle be?

Wash the exterior and remove dirt; vacuum the interior and remove food, spills and debris. The vehicle must be completely dry. Avoid steam cleaning or soaking the interior shortly before shipment. A vehicle that does not meet the receiving facility’s requirements can be refused or require cleaning at extra cost.

How much fuel should I leave?

For TGAL RoRo shipments, leave no more than one-quarter tank. For container or consolidation shipments, leave no more than one-eighth tank. Follow any lower limit in your specific carrier or terminal instructions. These are shipment preparation instructions, not a statement that one fuel limit applies to every carrier or regulation. Ask your coordinator for the specific battery-charge and acceptance instructions for an electric or hybrid vehicle.

Can I leave personal items in a RoRo vehicle?

Remove personal effects, loose accessories, spare parts, liquids and cleaning supplies. Only items permitted by the carrier, such as approved factory-issued or permanently installed equipment, may remain. Ask before leaving a child seat or any other removable item. Do not assume belongings are accepted or insured because they are inside the vehicle.

Can personal effects travel in a container?

Only with advance approval. Provide an itemized packing list and a pro forma invoice showing values for additional goods. Follow packing and customs instructions; extra cargo and space may cost more. Do not include liquids, cleaning supplies or flammable items, and ask before packing anything restricted. Goods must also be accepted for any inland trucking portion.

What should I do with keys, plates, documents, alarms and toll tags?

Provide one working ignition key and keys for locked compartments and wheel locks; retain spare keys. Remove original documents and manuals. Remove license plates and take them with you for use at destination, as applicable. Disable the alarm where possible and provide operating instructions. Remove toll tags or transponders to avoid unintended charges.

What if my vehicle has damage, a leak, a cracked windshield or does not run?

Tell your coordinator before pickup about any mechanical problem, damage, leak, recall or modification that could affect safe transport. Do not assume a running vehicle will be accepted despite other defects. Carrier approval, repairs or special handling may be required, and the cost can change.

What happens after TGAL sends my pickup request to Transcar?

Transcar’s transportation team will contact you when a driver is available to arrange pickup. Submitting a request does not confirm a driver or pickup date. Finding a driver can take 1–7 business days from your ready date; remote locations or limited availability may take longer.

What if the pickup details or ready date change?

Double-check the details provided for your shipment. Notify your coordinator as soon as possible if anything needs to change so Transcar can be updated before a driver is dispatched. No reply is needed if everything is correct. Incorrect details, late changes or a vehicle that is not ready or available may cause a missed pickup and a $100 dry-run fee.

How can I track progress?

Use any tracking link supplied for your shipment and contact your coordinator for updates. Vessel information does not by itself confirm customs release, terminal availability or a delivery appointment. Wait for the destination agent’s collection instructions.

Insurance and arrival

Is marine insurance included automatically?

Check your quote and booking. Asking for insurance does not mean coverage is in force. Obtain confirmation of coverage, insured value, exclusions, deductible and any required condition survey before pickup. Do not assume personal effects are covered. Coverage and claims depend on the policy and transport terms.

What should I do if I find damage?

Inspect the vehicle at handover and collection, take dated photographs and record visible exceptions on the handover or delivery paperwork before signing. Notify your coordinator and the relevant carrier or agent promptly and follow the policy’s reporting instructions. Keep documents and evidence; claim limits and deductibles depend on the applicable terms, not one universal amount.

Can I collect my vehicle in another country or change the delivery location?

Ask before changing your plans. Customs procedures, terminal release and transport arrangements must match the destination, and changes can create additional charges. A booked port or customs-house delivery does not include home delivery unless your quote says so.

What should I know before my vehicle arrives?

Contact the destination agent early, confirm your arrival date, provide the requested documents and arrange payment of applicable charges. Ask for the exact free-time deadline, storage rates and collection requirements. Do not assume a standard number of free days applies. Arriving after your vehicle, missing paperwork or delayed customs clearance can result in storage charges.

Where can I read the Germany and Benelux instructions?

Read our Germany & Benelux Vehicle Arrival Guide before shipping. It covers arrival planning, military/DoD paperwork where applicable, customs-house delivery and onward transport. You do not need to sign or return the guide; separately required customs or authorization forms may still need your signature.

Does an older vehicle’s air-conditioning refrigerant matter for EU destinations?

Yes. Have the refrigerant identified before shipping, especially for pre-1994 vehicles. If it uses R12 or another restricted ozone-depleting substance, contact your coordinator before pickup so the destination agent can confirm the required professional treatment and evidence. Do not assume an empty system is sufficient. See the European Commission’s ozone-layer guidance.

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