Help Center

Find answers to common questions and get support. Browse our frequently asked questions or contact our support team for assistance.

Account Management

How do I create an account with Dolphin Express & Logistics LTD?

A: Visit our website and click Register Now on the Client Portal page. Complete the short form to receive your unique Dolphin Express customer ID and U.S. shipping address.

How can I update my personal information?

A: Log in to your Client Dashboard and go to Account Settings to update your contact details, delivery preferences, or password.

I forgot my password. How can I reset it?

A: Click Forgot Password on the login page. You’ll receive a password reset link via email to securely create a new one.

How do I change my email address?

You can update your email address in Account Settings or contact our support team at support@dolphinexpressco.com for assistance.

Can I have multiple accounts?

Each customer should maintain one primary account to ensure accurate shipment tracking. Corporate clients may request additional sub-accounts.

How do I deactivate my account?

Please contact support@dolphinexpressco.com with your account number and request deactivation.

How do I view my past orders?

Go to your Dashboard → My Shipments to view shipment history, invoices, and tracking details.

Is my personal information secure?

Yes. Dolphin Express uses SSL encryption and industry-standard security protocols to protect your data.

Shipping Process

How do I ship items to my Dolphin Express U.S. address?

Use your assigned U.S. forwarding address when placing orders:
3200 South Andrews Avenue, Unit 115 – DEL, Ft. Lauderdale, FL 33316.
Include your full name and customer ID on all packages.

How long does shipping take from the U.S. to The Bahamas?

Standard shipping takes 5–7 business days, depending on customs and weather conditions.

How do I track my shipment?

- Log in to your Client Dashboard → My Shipments to view real-time tracking updates.

What items are prohibited from shipping?

- We cannot ship explosives, firearms, drugs, hazardous materials, perishables, live animals, or illegal items. See our full prohibited items list on the Shipping Policy page.

How do I handle customs clearance?

: Dolphin Express manages customs brokerage on your behalf. Ensure you upload invoices to invoices@dolphinexpressco.com before shipment.

Can I schedule a delivery time for my package?

Yes, local deliveries in Nassau can be scheduled. Simply request this option when your shipment arrives.

Can I schedule a delivery time for my package?

Yes, you can schedule a delivery time in Freeport by contacting us directly.

Payment and Billing

What payment methods do you accept?

We accept various payment methods, including credit cards, PayPal, and bank transfers.

How do I make a payment for my shipment?

Log in to your account, go to ‘Make a Payment’, enter the invoice number and amount, and complete the transaction using your preferred payment method.

Can I pay for multiple shipments at once?

- Yes, you can bundle shipments and pay for them together during checkout.

Are there any additional fees?

Additional fees may apply for oversized or hazardous items, expedited shipping, and customs duties.

How do I view my billing history?

What should I do if my payment fails?

Verify your payment details and retry. If the issue persists, contact billing@dolphinexpressco.com.

How can I get an invoice for my shipment?

Invoices are available in your account under ‘My Shipments’. You can download and print them for your records.

Can I request a refund?

Refunds are issued for approved returns. Contact our returns department at support@fivestarshippingco.com to initiate a return and refund process.

Tracking Shipments

How do I track my shipment?

Log in to your account and enter your tracking number in the ‘Track My Shipment’ field to see the status and location of your package.

What information is available in the tracking details?

Tracking details include the current location of your package, estimated delivery date, and any updates during transit.

My tracking number isn’t working. What should I do?

Tracking updates typically appear within 24 hours after processing. If unavailable, contact support@dolphinexpressco.com.

How often is the tracking information updated?

Tracking data is updated automatically each time your shipment moves through our logistics network.

Can I track multiple shipments at once?

Yes. Your dashboard displays all active shipments in one place.

What do the different tracking statuses mean?

Status terms such as In Transit, Cleared Customs, or Ready for Pickup indicate your shipment’s progress.

What should I do if my package is marked as delivered but I haven’t received it?

Contact our customer service team immediately to confirm delivery details and resolve the issue.

How can I get notifications about my shipment status?

You’ll receive email and SMS updates automatically, or you can enable push notifications in your client profile.

Contact Support

How can I contact Dolphin Express customer support?

Email support@dolphinexpressco.com or call (242) 605-8965 / 8966 during business hours.

What are your customer support hours?

Monday–Friday, 8:30 AM – 5:00 PM, and Saturday, 9:00 AM – 2:00 PM.

How do I report a problem with my shipment?

Report issues via your Client Dashboard → Support Request or email us directly.

Can I get help with customs clearance issues?

Yes, our brokerage team can assist you with duties, C44 forms, and import regulations.

How do I provide feedback about your services?

We welcome your feedback! Email us at info@dolphinexpressco.com or leave a review on our Facebook page.

What should I do if I encounter a technical issue on the website?

Try refreshing or clearing your browser cache. If the issue persists, email info@dolphinexpressco.com.

How can I cancel my shipment?

Contact our support team immediately. Cancellations are only possible before shipment processing begins.

Do you offer support in multiple languages?

Yes. Our support agents are available in English and Creole upon request.

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