Knowing where your freight is — in plain language.
Cross-border shipments pass through several distinct stages, each with its own status terminology. This page explains what each status means, when to expect updates, and how to reach us if something looks wrong.
Need a status update now?
We do not currently offer self-serve online tracking. All tracking enquiries are handled directly by our operations team, who have access to real-time carrier data and customs system status.
When you contact us about an active shipment, please have your Makutuu reference number ready — it was included in your booking confirmation email. If you don't have it, your company name and the origin/destination of the shipment is sufficient to locate your file.
Email [email protected] with your reference number. Response within 2 business hours during operating hours (Mon–Fri, 07:00–19:00 PT).
For shipments already at the border or held for inspection: call +1 (604) 738-2960 — our 24-hour urgent freight line. This number is for active shipment emergencies only.
What each status means
Shipment statuses reflect where your cargo is in the cross-border process. Here is what each one means in practice.
Booking Confirmed
Your shipment has been entered into our system and a reference number has been assigned. A carrier has been allocated or is being arranged. No cargo has moved yet — this status is administrative confirmation that we have your booking on file.
Documents in Preparation
Our customs team is preparing the export declaration, commercial invoice review, packing list verification, and any other documentation required for your specific cargo type. No cargo has moved yet. This stage typically takes 1–2 business days for standard cargo and 2–4 days for cargo requiring special permits or certificates.
Customs Filed — Awaiting Confirmation
The export declaration and, where required, the advance eManifest have been submitted to the relevant customs authority. We are waiting for system confirmation that the filing has been accepted and no pre-departure queries have been raised. This normally clears within a few hours.
In Transit — Pre-Border
Your cargo has been picked up and is moving toward the border crossing. The carrier has all documentation on board. Expected border arrival time is available from our operations team on request.
At Border — Clearance Processing
The vehicle is at the border crossing and is being processed by customs officers. Most loads pass through in 15–45 minutes under normal conditions. If secondary inspection is triggered, our team is notified immediately and will contact you if the situation requires your input.
Cleared — In Transit to Destination
Customs clearance has been completed on both sides of the border and the vehicle is en route to the delivery address. This is the final transit stage before delivery. Estimated arrival time is available from our operations team.
Delivered — POD Issued
Cargo has been delivered and a signed Proof of Delivery (POD) document has been issued. A copy of the POD is available on request and will be sent to you automatically if you have elected to receive delivery confirmation emails.
On Hold — Action Required
Your shipment has been placed on hold, typically due to a customs query, missing documentation, or a carrier issue. Our operations team will contact you as soon as this status is assigned. If you see this status and have not heard from us, call our operations line immediately.