
United States
Export
Within the Vessel Schedule module, you are able to query information such as the Arrival, Berthing, Departure Times, Vessel Flag, and Lloyds No.
View the Vessel Schedule user guide>>

If you have any questions, please contact ONE North America eCommerce Customer Service 1.844.413.6029, Option 3
Ocean Network Express Live Chat services are now available in our United States and Canada local sites. Customers can start chatting with our agents based on the options they have selected to receive quick responses. Live Chat support hours are 8:00 AM - 8:00 PM (ET) Monday - Friday.
- Export Documentation: BL Status, BL Release, BL Amendments, Documentation Cut-off, General Support
- Vessel Schedule & Cut off: Cut-off (Doc / VGM / Port / Inland)
Please click the icon in the lower right-hand corner to start chatting!
1. Export Inquiries Contacts
| Division | Contact | Phone Number |
|---|---|---|
| Export Inquiries | LiveChat | 1-844-413-6029 / Export: Option #1 |
| Export Diversion/COD Requests | Change of Destination (COD) - Export | |
| Email Booking Requests - New bookings | [email protected] | |
| Email Booking Changes | [email protected] |
2. Export - Change of Destination/Return to Origin
Export Diversion/Change of Destination
3. Dangerous Goods Contacts
| Division | Contact | Phone Number |
|---|---|---|
| Dangerous Goods | 1-844-413-6029 / Option #3 | |
| Dangerous, Breakbulk, Awkward inquiries | [email protected] | |
| Haz Decs | [email protected] |
4. Documentation Contacts
| Divison | Contact | Phone Number |
|---|---|---|
| Documentation | 1-844-413-6029 / Option #4 | |
| SI/ITN, meat certs, proof requests, revisions | [email protected] | |
| Auto titles | [email protected] |
Doc agreement :
ONE eCommerce Original BL Printing
5. Export - Carrier/Truck
Guidelines and service expectations for handling ONE Door deliveries and invoicing ONE for all truck services
6. Late Gate Contacts
| Location | Contact |
|---|---|
| East Coast – Includes Houston - Requests only | [email protected] |
| West Coast - Requests only | [email protected] |
7. Rail
Rail billing inquiries contact: [email protected]
Detailed information regarding rail:
Status and guidelines:
8. Cargo Claim
ONE Import Cargo Claims Guidelines for North America (US & CA)
9. Payments & Invoicing
ONE Import Port Demurrage Payment Portal
all DET DEM billing concerns except disputes / request must be done via Ecom Platform
Contact: [email protected]
1. Reefer Inquiries Contacts
| Division | Contact | Phone Number |
|---|---|---|
| Reefer Inquiries | 1-844-413-6029 / Option #2 | |
| Reefer Related Inquiries | [email protected] | |
| Booking Changes (Roll, Advance, New vessel- Booking confirmations) | [email protected] |
2. Reefer Equipment
| Division | Contact | Phone Number |
|---|---|---|
| Reefer Equipments | 866-437-3670 / Option# 3, > Option# 3 | |
| Equipment Maintance & Repair (M&R) | [email protected] |
Location guide for container returns and pick up:
Reefer - (Empty) Container Pickup and Return
Good for shipping pools swapping containers:
3. Carrier/Truck
Guidelines and service expectations for handling ONE Door deliveries and invoicing ONE for all truck services
1. Equipment Contacts
Empty Equipment Control Contacts for the United States & Canada: 377 E. Butterfield Lombard, IL 60148
Phone Number: 1-866-437-3670 / Option #3
| Division | Contact | Phone Number |
|---|---|---|
| Empty Equipment | [email protected] | West Coast department emails for transactional day to day emails |
| [email protected] | East Coast department emails for transactional day to day emails | |
| [email protected] | Inland (non Port) department for transactional day to day emails | |
| [email protected] | All refrigerated related inquiries | |
| Equipment Asset Management Contacts | [email protected] | All things Street Turn related |
| [email protected] | Return instructions for offhire units | |
| [email protected] | All things EDI and data correction related | |
| [email protected] | All things Shipper-Owned-Container related | |
| [email protected] | Any Total Loss related |
Multiple ONE Contacts Swap EXPORT container from one booking to another:
Export Switch Swap Request Multiple features - Off Hire, SOC, Container Tracker:
North America Equipment Control
Locations , Regulations , Charges, and Rail Contacts:
Map - Equipment Control Regions & Depots
Full Container Guide:
* Location guide for containers
RETURNLOCATION.COM
For Reefer Container: Click here
2. Rail
Rail billing inquiries contact: [email protected]
Detailed information regarding rail:
3. Equipment Claims
Claims Guidelines For North America:
Loss Due to Theft or Being Lost
| Payment Options | What can I pay via | Benefits | More Info |
|---|---|---|---|
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Any invoice issued by and payable directly to "Ocean Network Express PTE LTD. c/o Ocean Network Express (North America) Inc". |
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Any invoice issued by and payable directly to "Ocean Network Express PTE LTD. c/o Ocean Network Express (North America) Inc". |
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ONE North America Import Demurrage. |
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Please find the most recent customer advisory regarding our transition away from paper checks here:
https://www.one-line.com/local-information/us/news/north-america-payment-update
Commitment to Security
| ONE recognizes the vital role it plays in the global supply chain. We understand that maintaining a secure supply chain is a shared responsibility, and we actively collaborate with governments, international organizations, and other industry partners to achieve this goal. Our Commitment to CTPAT: ONE is a member of the U.S. Customs-Trade Partnership Against Terrorism (CTPAT) program. This partnership allows us to collaborate with U.S. Customs and Border Protection to implement robust security measures. We participate in CTPAT initiatives, including maintaining a comprehensive Supply Chain Security Program and conducting regular internal audits and risk assessments. Beyond CTPAT: Our commitment to supply chain security extends beyond CTPAT. We participate in and adhere to the principles of other recognized Authorized Economic Operator (AEO) programs, such as Canada's Partners in Protection (PIP). This multi-layered approach provides a consistent and comprehensive security framework across all our operations. Investing in the Future: We understand that supply chain security is an ongoing journey and are committed to continuous improvement. We educate and train our employees on the importance of supply chain security and empower them to identify and report potential risks. |
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Supply Chain Security Certifications
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CTPAT (Customs-Trade Partnership Against Terrorism)
As a CTPAT-certified member, ONE is committed to supply chain security and facilitating legitimate trade. We work closely with U.S. Customs and Border Protection to implement security measures and best practices.
For more information about the CTPAT Program and how you can become a CTPAT member, see the U.S. Customs and Border Protection’s site: CTPAT: Customs Trade Partnership Against Terrorism |
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PIP (Partners in Protection)
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Expectations
![]() | ONE values strong and secure relationships with all our business partners. To ensure the integrity of our supply chain and the safety of our goods, we expect all partners to adhere to the following security practices:
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High-Security Seal Requirements
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High-Security Seal Requirement
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