Canada

This section of the website is used to trace multiple shipments, see current location as well as the history of past movements. Use the visibility summary to view event status of loaded shipments. Important shipments can be saved for future tracking. This makes it easy to monitor the movements of the shipments.  

View NA Local Charges

Effective March 30, 2025 - January 2026

View NA Local Charges

Effective August 1, 2024 - March 29, 2025

View NA Local Charges

Effective September 1, 2020 - July 30, 2024

View NA Local Charges

What can I pay via PayCargo?

Any invoice issued by and payable directly to "Ocean Network Express PTE LTD. c/o Ocean Network Express (North America) Inc".
Ex: Ocean Freight, Detention, Export Demurrage, TPB/ Third Party Billing

Ocean terminal demurrage not invoiced by ONE directly must be paid via the eModal platform. Rail and depot storage not invoiced by ONE directly must be paid to the rail or depot.

How can I sign up to use PayCargo?

Go to www.PayCargo.com and click on Get Started and sign up as a Payer or call 888-250-7778.

What payment options does PayCargo offer?

There are 4 payment options available:

• Credit Card
• ACH debit
• Prepaid
• PayCargo Credit

What if I have a problem with a PayCargo transaction?

PayCargo has a Customer Experience team available 24/7 by phone (888-250-7778) or email ([email protected]).

How quickly will cargo be released after I make a payment to ONE through PayCargo?

Almost immediately! As soon as the transaction is confirmed by PayCargo, PayCargo notifies ONE of the payment details. Cargo release against a PayCargo payment should occur within 60 minutes.

Are there fees to make a payment through PayCargo?

PayCargo charges nominal fees to the payer for their payment service that vary based on the type of transaction. Please contact PayCargo for details on transaction fees. ONE does not charge a fee to accept a payment through PayCargo.

Click here for PayCargo: https://www.paycargo.com/signin.cfm

ONE North America Demurrage and Detention Invoice Disputes

Disputes must be submitted to ONE within 30 calendar days of the invoice issue date. Any dispute submitted after 30 calendar days of the invoice issuance date is invalid. ONE will attempt to resolve disputes within 30 days of submission.
You must provide all of the following information when submitting an invoice dispute:

• Bill of Lading number or Booking number
• Invoice number(s)
• Service Contract number (if applicable)
• Disputing party’s relationship to the Bill of Lading or Booking (e.g., Consignee)
• A detailed description of the basis for the dispute
• Specific charges being disputed
• Credible evidence supporting the basis for the dispute
• A detailed description of your requested outcome  

A dispute will not be deemed submitted until the required credible evidence (including all relevant supporting documentation) has been provided to ONE NA. 
For example, if a ‘No Empty Return Location’ submission does not include a valid screenshot of appointment unavailability taken the working day prior to the waiver date, no dispute has been submitted, and the dispute will be rejected as incomplete.

DEMURRAGE disputes:

Credible evidence must be provided showing that container pickup was not possible before free time expiration due to factors outside of your control for each instance where demurrage charges are being disputed. The dispute will be deemed submitted once credible evidence is provided for any day within the dispute's scope.

• Credible evidence is written or digital documentation permitting an unbiased reviewer to determine that factors outside your control caused the demurrage charges.
• If the basis for your dispute is that no appointments were available for pickup due to factors outside of your control, the credible evidence must include all of the following:
  • Screenshot(s) regarding appointment availability (including relevant dates and times) from a reliable third-party vendor website and/or  applicable terminal operating system verifying appointments were not available at the pickup terminal
  • Screenshot(s) with the date and time these attempts were made to secure appointments (e.g., screenshot captures entire screen). Screenshot(s) of appointment unavailability must include (1) a screenshot taken between 6:00 a.m. and 12:00 p.m. (noon) the day prior to the Waiver date and (2) a screenshot taken between 6:00 a.m. and 9:00 a.m. on the Waiver date.
  • For terminals operating on a two-shift basis (day and night), screenshots must capture appointment unavailability for both shifts. 

DETENTION disputes:

Credible evidence must be provided showing that container return was not possible before free time expiration due to factors outside your control for each instance where detention charges are being disputed. The dispute will be deemed submitted once credible evidence is provided.

• Credible evidence is written or digital documentation permitting an unbiased reviewer to determine that factors outside your control caused the detention charges.
• If the basis for your dispute is that (a) no appointments were available for empty return due to factors outside of your control, and/or (b) you were prevented from  making a single-transaction empty container return due to factors outside of your control, the credible evidence must include all of the following:
• Screenshot(s) regarding appointment availability (including relevant dates and times) from a reliable third-party vendor website and/or  applicable terminal operating system verifying appointments were not available at the pickup terminal
• Screenshot(s) with the date and time these attempts were made to secure appointments (e.g., screenshot captures entire screen). Screenshot(s) of appointment unavailability must include (1) a screenshot taken between 6:00 a.m. and 12:00 p.m. (noon) the day prior to the Waiver date and (2) a screenshot taken between 6:00 a.m. and 9:00 a.m. on the Waiver date.
• For terminals operating on a two-shift basis (day and night), screenshots must capture appointment unavailability for both shifts. 

For Export Disputes:

• Vessel delay announcement (timestamped) + booking confirmation with a new cut-off date.
• Documentation showing that a port cutoff change impacted the ability to return the equipment within free time.

For Incorrect Movement Dates:

• Copy of EIR (Equipment Interchange Receipt)

For Incorrect Free Time or Rate Disputes:

• Documentation that shows the applicable contractual terms

For detention disputes based on “No Appointment Available”:

• A reliable third-party vendor’s website may be used to capture relevant appointment availability.
• Screenshot(s) verifying appointments were unavailable at each terminal utilized by ONE, including relevant dates and times.
• Screenshot(s) include the date and time attempts were made to secure appointments (e.g., screenshot captures entire screen). Screenshot(s) of appointment unavailability must consist of both: (1) screenshot taken between 6:00 a.m. - 12:00 p.m. (noon) the day prior to the waiver date and (2) screenshot taken on the waiver date between 6:00 a.m. and 9:00 a.m.
• For terminals operating on a two-shift basis (day and night), screenshots must capture appointment unavailability for both shifts. 
• The dispute will not be considered ‘submitted’ until required evidence for each invoiced day within the scope of the dispute is provided. 

Submit Here

Rail LFD: You can locate your Last Free Day (LFD) for cargo discharging at a rail location within the Track & Trace Module. From your eCommerce login select Track & Trace > Cargo Tracking > Enter your Container, BL, or Booking No. > Select Search then scroll down to the Cargo Release & Customs: U.S.A. Inbound module as seen below.

View the Track & Trace user guide>>
Use the Track & Trace module>>

Port LFD: You can locate your Last Free Day (LFD) for cargo discharging at a port location within the Inbound Master Module. From your eCommerce login select Inbound > Inbound Master > Enter your Container, BL, or Booking No. > Select Search then scroll to Inbound Demurrage Free Time Information as seen below.

View the Inbound Master user guide>>
Use the Inbound Master module>>

Truckers seeking LFD: Please use ONE Live Chat to obtain Last Free Day (LFD).
 
If you have any questions, please contact ONE North America eCommerce Customer Service 1.844.413.6029, Option 3