FAQs

How can I register for the GrupaMar Customer Area?

You can register by contacting us through the Contact section of the website or by reaching out to the sales department of your local branch.

We will arrange a meeting at your convenience to understand your needs and prepare a personalised proposal.

Once you accept the quotation, we will activate your account and send your username and password by email together with the instructions to access your GrupaMar Customer Area.

You will be able to change your password at any time directly from the GrupaMar Customer Area.

What features does the GrupaMar Customer Area offer?

The online Customer Area of GrupaMar allows you to:

• Check the status of your shipments in real time
• Request collections
• Access your shipment history
• Access issued and upcoming invoices
• View and download signed delivery notes (PODs)
• View photographs of your goods upon arrival at our
• facilities taken by our dimensioning system*
• Access the document archive (invoices, delivery notes, customs documents, …)
• Check stock levels of your stored goods
• Manage frequent addresses
• Manage notifications
• Request movement reports required for maritime transport compensation procedures with the Balearic Islands

*Available at the Barcelona and Valencia facilities.

Can I track my shipment in real time?

Yes, on the GrupaMar website you can track your shipment by entering the dispatch number, even if you are not registered in the GrupaMar Customer Area.

Thanks to the technology used in our operations (GPS equipment, dimensioning systems, scanners in all warehouses, driver app and our proprietary ERP), we offer full traceability of your goods.

How can I request a collection online?

Yes, from your GrupaMar Customer Area, through the option “New Collection”, indicating:

• Goods details: description, full load/groupage, dimensions, weight, number of packages…
• Customer reference
• Collection details: address, contact name, telephone…
• Collection date and time window
• Delivery details: address, contact name, telephone…
• Party responsible for the freight charges
• Attach documentation

Our Transport Department will review your request and confirm the assigned time slot as soon as possible.

This functionality allows you to indicate your own reference for the shipment or save your usual addresses to speed up future collection requests.

Do you offer IT integration with customers?

Yes. We can integrate with the systems of certain customers, optimising the flow of information. Please contact our sales team to review your case.

What documentation do I need to ship goods from mainland Spain to the Balearic Islands?

To send goods to the Balearic Islands or another mainland destination you will need the delivery note, which must include the following information:

• Type of goods
• Weight, dimensions and number of packages (indicating whether the goods are palletised)
• Full collection and delivery addresses
• Collection and delivery contacts and telephone numbers
• Collection and delivery time windows
• Party responsible for freight charges

What documentation do I need to ship goods from mainland Spain / the Balearic Islands to the Canary Islands or Ceuta / Melilla?

In this case, as it is considered an export operation — since the Canary Islands are a different fiscal territory — in addition to the delivery note with the same information required for shipments to the Balearic Islands, the following documentation must be provided as a minimum:

If it is national goods, in addition to the delivery note:

• Commercial invoice (without VAT)
• Packing list, including the following information: number of packages, gross weight, net weight, INCOTERM, description of goods (tariff heading), full exporter details, full importer details, and delivery address of the goods.

If it is EU goods, in addition to the delivery note, commercial invoice and packing list:

• Export Accompanying Document EAD + T2LF (these must be submitted together with the export declaration issued in the corresponding country).
• Depending on the type of goods, it may be necessary to provide additional documents: non-reusable plastic certificate, phytosanitary certificates, etc.

If it is goods from third countries (non-EU), in addition to the delivery note, commercial invoice and packing list:

• Please contact GrupaMar, as in addition to T1 or T2 documents, further documentation such as certificates of origin may be required.

Additionally, we will require the corresponding customs clearance authorisation, which you can process on the AEAT website using your electronic certificate.

How can I authorise GrupaMar to carry out my customs clearance?

GrupaMar is authorised as a Customs Representative and can carry out the customs procedures for your goods. For shipments such as those to the Canary Islands, it is necessary that you grant customs clearance authorisation through the AEAT website using your electronic certificate.

You must access the AEAT Electronic Office and navigate to the menu: Home / All procedures / Other services / Power of attorney / Customs clearance authorisation / Register customs clearance authorisation or click here to access the procedure directly.

Does GrupaMar transport dangerous goods (ADR)? What documentation do I need?

Yes. At GrupaMar we manage the transport of dangerous goods (ADR), ensuring maximum safety and full compliance with current regulations.

We understand the responsibility involved in this type of operation. That is why we have a team of professionals specifically trained in the management of hazardous cargo, ensuring that each shipment strictly complies with the applicable regulations while minimising risks throughout the entire logistics chain.

Required Documentation:

To proceed with this type of shipment, in addition to the usual commercial documentation (delivery note and, depending on the destination: invoice, packing list, etc.), the following specific technical documentation must be provided:

• Transport Document / Multimodal Dangerous Goods Declaration (DGD): essential document detailing the nature of the dangerous goods. It is mandatory for multimodal transport, meaning transport involving more than one mode, for example road and sea.
• Material Safety Data Sheet (MSDS): document containing vital information about the dangerous goods being transported.
• Container Packing Certificate: mandatory for all full container services, certifying that the cargo has been properly stowed and secured inside the container.

Important Note for shipments to the Canary Islands and international destinations:

Due to port regulations and international maritime transport requirements, the Material Safety Data Sheet (MSDS), Container Packing Certificate and Multimodal Declaration (DGD) must be submitted in English.

I want to transport goods with special dimensions exceeding the standard pallet size. Does GrupaMar handle shipments with extra dimensions?

Yes. GrupaMar has extensive experience in transporting goods with special dimensions. It does not matter if your goods do not fit the standard pallet size.

Contact us and we will study the best solution for shipping your oversized goods.

Are customs formalities required for shipments from mainland Spain / the Balearic Islands to the Canary Islands?

Yes. The Canary Islands are a different fiscal territory and require specific customs formalities.

GrupaMar is authorised as a Customs Representative and carries out all the necessary procedures for shipping your goods to the Canary Islands. Please refer to the documentation section to check the required documentation for shipments to the Canary Islands.

Does GrupaMar handle the customs procedures required for shipments?

Yes. We are Customs Representatives authorised by the AEAT and manage internally all the procedures required for shipments of your goods to the Canary Islands or abroad. For this purpose, you will need to authorise us to carry out customs clearance procedures through the AEAT.

How can I authorise GrupaMar to carry out my customs clearance?

For GrupaMar to carry out the customs procedures for your goods, as in the case of shipments to the Canary Islands, it is necessary that you grant customs clearance authorisation on the AEAT website using your electronic certificate.

You must access the AEAT Electronic Office and navigate to the menu: Home / All procedures / Other services / Power of attorney / Customs clearance authorisation / Register customs clearance authorisation or click here to access the procedure directly.

What does it mean that GrupaMar is an Authorised Economic Operator?

Grupajes del Mar Ibérica SL has held Authorised Economic Operator (AEO) status for customs simplification and security and safety (AEOF) since 06/12/2025.

An Authorised Economic Operator (AEO) is a company certified by EU Customs that demonstrates security, traceability, financial solvency and regulatory compliance across its entire logistics activity. It is essentially a “trusted customs partner” certification that facilitates international trade procedures and allows for a smoother logistics chain.

The advantages of the AEO status for GrupaMar clients are:

• Working with a provider of maximum reliability and security in goods management.
• Faster customs clearance: fewer physical and documentary inspections, reducing transit times.
• Priority in inspections: when controls occur, shipments are usually processed first.
• Customs simplifications: access to faster and less bureaucratic procedures.
• More predictable logistics chain: fewer unexpected issues and better compliance with deadlines.
• International recognition: in countries with mutual recognition agreements, goods move more easily.

Which GrupaMar facilities have Temporary Storage Facility (ADT) authorisation? What advantages do they offer?

GrupaMar has customs authorisation at its facilities in Barcelona, Valencia, Las Palmas de Gran Canaria and Santa Cruz de Tenerife.

A Temporary Storage Facility (ADT) is a site authorised by Spanish Customs where goods that do not belong to the EU may remain under customs control for a limited time before being assigned a customs procedure (import, transit, re-export, customs warehousing, etc.).

Key advantages in the transport of goods include: operational agility, as goods can be unloaded and moved without waiting for immediate customs clearance; reduced port transit times by avoiding congestion and delays at the docks; documentary flexibility, allowing incidents to be resolved or certificates completed without blocking the logistics chain; cost optimisation, since duties, VAT or IGIC are not paid while goods remain in the ADT; and improved management of unforeseen situations, as the ADT allows shipments to be redirected if the final destination changes.

Which GrupaMar facilities have Export Authorised Place (LAME) authorisation? What advantages do they offer?

GrupaMar has LAME customs authorisation in Barcelona, Valencia, Alicante, Seville and Las Palmas de Gran Canaria.

An Export Authorised Place (LAME) is a facility approved by Spanish Customs where a company can present and clear export shipments directly, without needing to physically transport each shipment to an external customs facility. Customs authorities supervise departures electronically or through occasional inspections.

This provides several advantages for export shipments or shipments to the Canary Islands, such as faster departure of goods since customs control takes place at the facility itself; greater loading efficiency, which is ideal for consolidations, groupage and operations with tight schedules; and improved operational control, allowing shipments, inspections and dispatches to be planned with greater precision and reliability.

How do you guarantee the security of the goods?

Security is a core pillar of GrupaMar’s service.

We guarantee the security of goods and facilities through:

• Use of our own fleet with internal maintenance
• Use of GPS tracking technology, scanning devices, dimensioning systems, etc., which allow us to monitor the status and location of goods at all times
• Strict cargo handling procedures
• Facilities with 24/7 CCTV surveillance and controlled access
• Risk management procedures
• Strict fire protection measures in all our facilities
• Health and safety training for our employees
• Certification as an Authorised Economic Operator (AEO) for customs simplification and security and safety (AEOF)

Is my cargo insured when transported with GrupaMar?

Goods transported are not covered by default insurance, but are governed by Law 15/2009 on the Contract for the Carriage of Goods by Road (LCTTM). This means that GrupaMar will be responsible for total or partial loss or damage to goods whenever such incidents are attributable to our management.

The maximum compensation limit established by law states that the amount may not exceed one third of the daily IPREM (Public Multiple Effects Income Indicator) for each kilogram of affected gross weight.

Can I take out additional insurance?

Yes. If you wish to cover the real value of your cargo, GrupaMar can arrange additional insurance. We will obtain the quotation and, once approved by you, invoice it directly.

If the value of your goods exceeds €20,000, our company policy requires the mandatory contracting of this additional insurance in order to carry out the transport with maximum guarantees.

What should I do in case of an incident with my goods?

Our incidents department handles the entire management process.

To ensure the processing of your claim, it is essential to comply with the established deadlines and procedures, as failure to meet these requirements may result in the rejection of the claim.

1. Notification deadlines: the client must submit a formal written claim (email or letter) detailing the facts within the following deadlines:

• Apparent damage: must be reported on the same day of delivery (noting reservations on the delivery note).
• Non-apparent (hidden) damage: must be reported within a maximum of 7 calendar days from delivery.

2. Required documentation: to open the claim file you must send:

• Formal claim letter describing the facts.
• Clear photographs showing the external packaging, internal packaging and the damage to the goods.
• Commercial invoice of the goods.
• Detailed damage assessment and weight (kg) of the affected material.

3. Resolution and compensation: after verifying the documentation and inspecting the damaged goods, if the claim is accepted you will be requested to issue a compensation invoice addressed to GrupaMar.

Why do I only have 7 calendar days to submit a claim?

This is established by Article 60 of the Law on the Contract for the Carriage of Goods by Road (Law 15/2009). This is the maximum legal period for GrupaMar to accept that the damage occurred during transport. If the claim is submitted after this period, the law presumes that the goods were delivered correctly and the claim will be rejected without exception.