Booking & Balikbayan Boxes
Do I need to order an empty box before booking a pickup?
No. If you already have an eligible box packed and ready to send, you can proceed directly to booking a pickup.
How do I order an empty balikbayan box?
Submit your request through our website and choose the box type, preferred delivery date, and time preference. Your requested schedule is subject to confirmation.
When should I book my pickup?
Once your cargo is packed and ready for collection. We recommend submitting your request around 1–2 weeks before your preferred pickup date whenever possible.
Can I add or remove boxes when the driver arrives?
Yes. The final shipment charge is based on the cargo actually collected.
Can I send a box that I bought from another cargo company?
Yes, eligible boxes from other companies may be accepted. They are treated as other cargo and are subject to the applicable cargo pricing and minimum charge.
Pickup & Scheduling
Where do you currently pick up in the UAE?
Regular pickup and empty-box delivery are currently available in Dubai and Sharjah.
Customers from other UAE locations may still submit a request, but service is subject to approval and scheduling availability. The Western Region of Abu Dhabi is currently outside our coverage.
Can I choose my pickup time?
You can select:
- Morning
- Afternoon
- Anytime
You can also provide your preferred date. All schedules remain subject to confirmation.
Will the driver contact me before arriving?
The driver may call or WhatsApp you before arrival. Please keep your registered contact number available on the scheduled day.
Can I reschedule my pickup or box delivery?
Yes. Rescheduling is currently free when requested before the scheduled delivery or collection day. There may also be cases where our operations team needs to reschedule because of route or driver availability.
What happens if I miss my pickup?
Our operations team will try to contact you again and may arrange another schedule. If your location is difficult to access, let us know in advance.
Rates & Payments
Where can I check the latest balikbayan box rates?
Current standard box rates are available on our Rates page.
Is there a deposit for an empty box?
Yes.
Single or Combo Boxes: AED 50
Drum: AED 150
The deposit is collected when the empty box is delivered.
What happens to my box deposit?
If you have an available deposit credit when your packed box is collected, it can be deducted from your collection payment. Keep your deposit reference number for future use.
When do I pay for my shipment?
Shipment payment is due upon collection. The required payment must be completed before the service can proceed.
What payment methods do you accept?
Payments are accepted in AED through:
- Cash
- Bank transfer
- Credit card
- Debit card
- Tabby
Additional charges may apply to card and Tabby payments. For digital payments, a payment reference or proof of payment may be required.
Can I request an invoice?
Yes. Receipt vouchers may be provided digitally or on paper, and an invoice can be requested from our team.
Packing & Other Cargo
What can I put inside my balikbayan box?
Many personal and household items can be sent, but some goods are prohibited, restricted, or require special handling. Always check before packing if you’re unsure.
Check Prohibited & Restricted Items
Can I send appliances?
Selected appliances may be accepted depending on their size, destination, packing, and handling requirements. Send us the item details first if you’re unsure.
Can I send furniture or oversized cargo?
Yes, selected furniture and oversized household items can be assessed for shipment. These are generally priced based on CBM and destination, with a minimum cargo charge applying.
Do you provide packing assistance?
Yes. Packing assistance is available for selected odd-size cargo. Current odd-size packing assistance is AED 150 per CBM, subject to change.
Do you offer wooden crating?
Yes. Wooden crating is available for selected cargo. It starts from AED 150 per crate, but the final quotation may change depending on the size and requirements of the cargo.
Shipment Tracking
How do I track my balikbayan box?
Use your shipment number on our Track page to check the latest recorded status. Your shipment number follows a format such as AKC-XXXX.
Why hasn’t my tracking status changed?
Some stages of sea cargo take longer than others. Your tracking page shows the latest recorded shipment stage, not a live GPS location. A new update will appear once the next milestone is recorded.
What does “In Transshipment” mean?
Your shipment is moving through an intermediate port before continuing toward the Philippines.
What does “Customs Screening” mean?
Your shipment has reached the customs-processing stage in the Philippines before moving to the local warehouse and delivery process.
My tracking number isn’t working. What should I do?
Check that the number was entered exactly as provided. If it still cannot be found, contact our team and have your shipment details ready.
Delivery in Philippines
Where do you deliver in the Philippines?
Delivery is available to supported destinations across:
- Metro Manila
- Luzon
- Visayas
- Mindanao
- Selected offshore areas
The Philippine forwarding partner handles the final leg of delivery.
How will I know when the box has been delivered?
Once final delivery is completed, the shipment status will update to Delivered.
What happens if the recipient cannot receive the box?
Failed deliveries are uncommon. If delivery cannot be completed, the sender will be informed and the cargo may be kept safely with the Philippine forwarder while the next arrangement is being clarified.
Can I change the Philippine delivery address after shipment?
Delivery addresses normally cannot be changed once the shipment is already in progress. If there is an urgent issue, contact us as soon as possible and we’ll check what options may still be available.
Cancellations & Charges
Can I cancel my booking?
Please request cancellation before the scheduled delivery or collection day whenever possible.
Will I receive a refund if I cancel?
Refund requests are subject to review and approval.
Can Kabayan Cargo change my confirmed schedule?
There may be occasions when operations need to adjust a schedule because of driver availability, route conditions, or other operational circumstances. If this happens, the team will coordinate the new schedule with you.
Still Have a Question?
Send us your question and our team will help you with the next step.