No support tiers
Every shipper gets the same access — same response window, same channels, same humans on the other side. We don't sell faster help.
Support · 01
Someone actually answers.
Most questions are answered in the register below. For everything else, a person on the TFFx ops desk reads your request and replies within one business day.
TFFx support deskLive
Local time · IST00:46:47
DeskClosedReopens 09:00 IST
First responseWithin 1 business day
Our promise
- Answers in seconds, not days
- Real humans review every request
- No support tiers — every shipper gets the same access
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No account is needed to get a quote — you can request one in minutes from the Get a Quote page. To confirm a booking, however, you'll need to create a free TFFx account. The account gives you a shipment dashboard, document downloads, real-time tracking, and per-shipment notification preferences. Tracking is also publicly accessible — anyone with a Shipment ID can follow a shipment without signing in, so you can share a tracking link with your team or your customer without giving them dashboard access.
Was this helpful?Yes — though what's possible depends on which stage your shipment is in. Before pickup, most details (origin and delivery address, package count, special instructions, even the chosen mode in some cases) can still be updated through your dashboard or by replying to your booking confirmation email. Cancellations made before pickup are usually free of charge. After pickup, modifications require coordination with the carrier and may incur charges depending on the carrier's policy and how far the cargo has moved. Cancellations after pickup are subject to the carrier's cancellation terms — we'll always show you those terms upfront before you confirm any change, never after.
Was this helpful?Updates are pulled directly from carrier and port systems, and the natural cadence varies by leg. Active road transit and last-mile delivery typically refresh every 30 minutes. Ocean shipments at sea often go 6–24 hours between updates, especially mid-voyage where carrier reporting is less frequent. Air freight updates at every gateway, but rarely in between. If you see a "Stale" indicator on your tracking page, it means we haven't received a fresh update from the carrier within the expected window — we keep retrying automatically, and your last-known status remains visible. If you're concerned about a specific shipment, submit a help request below with your Shipment ID and we'll check directly with the carrier.
Was this helpful?Quotes are pricing commitments based on the shipment details you share at the time of booking. The final invoice can differ in a few specific cases: if the actual weight or volume measured at the warehouse differs from what was declared (carriers re-weigh and re-measure cargo as a standard practice), if the cargo is reclassified for customs due to commodity differences, if exchange rates fluctuate on quotes priced in foreign currency, or if origin / destination handling costs change after re-routing. We'll communicate any change before invoicing — never after — and we'll show you exactly what changed and why. If a difference looks unexpected on your invoice, raise a help request with the Shipment ID and we'll walk you through it line by line.
Was this helpful?The required document set depends on your origin, destination, commodity, and mode. For most international shipments out of India you'll typically need a Commercial Invoice, a Packing List, a Bill of Lading or Air Waybill (which TFFx generates), and a Shipping Bill for customs clearance. Depending on the goods and the destination country, you may also need a Certificate of Origin, an Export License, an MSDS for hazardous cargo, or a Letter of Credit if your buyer is paying via trade finance. The TFFx platform tells you exactly what's needed for your specific shipment as you move through the booking flow — and most documents are generated, signed, and shared digitally inside your dashboard.
Was this helpful?Every TFFx booking includes a default level of carrier liability, which is set by the mode and the international convention that governs it (Hague-Visby Rules for ocean, the Montreal Convention for air, the Carriage of Goods Act for road). This baseline coverage is limited and may not match the full commercial value of your cargo. For full-value protection, you can add cargo insurance during the booking flow — pricing is shown upfront, and the premium depends on cargo type, declared value, and route. If something goes wrong, file a claim through your dashboard within the timeframe specified for your shipment (typically 7 days for visible damage on delivery, 14 days for concealed damage). Our ops team coordinates with the carrier and insurer on your behalf, and we'll keep you informed at every step until the claim is closed.
Was this helpful?
Still need help?
If the register doesn't answer it, file a request. A person on the TFFx ops team reads it and gets back to you, usually within one business day, sooner for active-shipment issues.
Three honest channels.
- L·01Email
support@tffx.[domain]
For users who prefer email, write to us directly. It reaches the same team. The form above is still the faster route, because it gives you a reference straight away.
- L·02Callback
Ask for a 15-minute call
For complex issues that need a conversation. Say so in your request, leave a number and a window that suits you, and we will call during operating hours.
- L·03Emergency
Submit with Urgent priority
For active disruptions — cargo missing, damaged, or critically delayed. Urgent tickets are monitored after hours; we don't promise instant resolution outside hours, but no urgent ticket goes overnight without acknowledgement.
Operating hours
Monday – Friday · 09:00–19:00 ISTNow · Closed
Full coverage. All priorities responded to within their committed SLA.
Saturday · 09:00–14:00 IST
Reduced coverage. Urgent only — Normal and High roll into Monday.
Sunday & public holidays
Closed. Urgent tickets are still monitored; we'll acknowledge but full resolution waits until the next working day.
What we promise. What we don't.
No bots in the loop
Every help request is read and answered by a real person on the TFFx ops team. We don't deflect with chatbots, and we don't hide behind canned replies.
Honest about what we don't do
No 24/7 phone line at launch, no live-chat theater. We commit to the channels we actually staff — and we say so plainly when we add new ones.
What remains
We read every request.
TFFx is new — and that's why we'd rather respond well to every ticket through one channel than spread thin across five. As we grow our coverage, we'll publish what changes. The promise to read every request stays the same.