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Contact Us

Canal de Vendas

Sales and information channel

Call 0300-1-GOLLOG (or 0300-1-465564). Hours of operation: Monday through Friday, from 6 AM to 8 PM

Compliments and complaints

Call us toll free at 0800-704-0465 at your convenience. The service is available 24/7.

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E-mail address

You can get customer service without calling or going to a GOL store. Hours of operation: Monday through Friday, from 6 AM to 8 PM.

Send your questions to: crc.cargas@voegol.com.br

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Frequently Asked Questions

1. Which services does GOLLOG provide?

GOLLOG has seven types of cargo shipment services. They are:

Standard (NOR): shipping of merchandise between the state capitals and major Brazilian cities with delivery between 48 and 72 hours after shipment.

Specific Flight (GPR): express shipping service between airports, with priority boarding on predefined flights and cargo pickup at the destination starting 2 hours after landing

Express with Delivery (GDS): express shipping service with delivery at the destination by 6:00 PM the next business day, in state capitals and major Brazilian cities. At other locations, delivery times may vary. Please check the cities to which we deliver.

Express with Pick-Up (GER): express shipping service in which the client picks up the shipment at a GOLLOG unit. This service is available in major cities and state capitals served by GOL. Shipments may be picked up on the next business day or in up to 24 hours.

Express for E-commerce (E-GOLLOG): shipping service for online retailers. Door to door pick-up and delivery at state capitals. GOLLOG's system can be easily integrated to other systems via Web Service tools. Insurance is available to clients who don’t have their own insurance.

DOC: specific shipping service for delivering documents of up to 500 grams (17.6 oz) sent in a special GOLLOG package (“Flyer”). Shipments are delivered by 6:00 PM the next day in state capitals and metropolitan regions.

International: airport to airport package delivery for the international routes served by GOL.

2. What is the difference between Standard and Express services?

The difference is in the delivery times. Express shipments may be picked up at their destination within 24 hours after shipping, while standard shipments may be picked up not earlier than 72 hours after shipping.

3. Does GOLLOG pick-up and deliver shipments?

Yes, simply select the service that best suits your needs. To check pick-up fees, contact a GOLLOG unit and get an estimate.

4. What is the weight limit for shipments?

Weight limits depend on the shipping method. For shipments over 180 kg (396 lbs), contact your nearest GOLLOG unit to check availability before requesting a pickup or shipment.

5. How do I ship animals with GOLLOG on domestic flights.

The procedures for accepting and transporting live animals (AVI) comply with international regulations, rules set forth by Brazilian animal welfare organizations and GOL’s commercial and operational policies.

The Environmental Crimes Act considers it a wildlife crime keeping wild animals in captivity without obtaining the proper permission, license or authorization from the competent authority. In the case of wildlife, IBAMA is the competent authority. Keeping wild animals in captivity is also considered a crime if the origin of the animal is not properly documented in an invoice issued by the dealer or breeder authorized by IBAMA to breed the animal in captivity. The invoice must contain both the scientific and common names of the animal as well as the type and individual identification number of the animal, which may be on a ring tag and/or microchip.

Live animals are transported as cargo and have priority boarding if the customer makes the reservation 48 hours prior to boarding time through the Customer Relationship Center. But please note: reservations for live animals cannot be made for weekends or holidays.

Making the reservation ensures that space is available in the aircraft cargo compartment for the animal and is a mandatory procedure as per GOL's operational policy. Reservations for the transportation of live animals have priority over all other cargo, except passengers’ baggage, human remains and critical aircraft on the ground (AOG) shipments.

GOLLOG does not provide pick-up or home delivery of animals.

6. Which documents are required for the shipment of live animals?

The animal must be presented at least 2 hours prior to domestic flights and at least 2 hours and 30 minutes prior to international flights. The documentation for each animal must be filled out according to the instructions provided by the relevant government bodies and the criteria set forth by GOL. Below is the list of required documents:

Domestic flights:
Document Description Valid until
Health certificate Must state that the animal is in good health. Valid for 10 (ten) days after its date of issue.
Vaccination records Mandatory for animals that are at least 3 (three) months old. Vaccines must have been given more than 30 (thirty) days and less than 1 (one) year before boarding.
International flights:
Document Description Valid until
Health certificate Must state that the animal is in good health. Must be issued within 10 (ten) days before the International Veterinary Certificate is issued.
Vaccination records Mandatory for animals that are at least 3 (three) months old. Vaccines must have been given more than 30 (thirty) days and less than 1 (one) year before boarding.
International Veterinary Certificate (CVI)* A certificate issued for international flights. Valid for 60 (sixty) calendar days from the date of issuance.
International Zoosanitary Certificate (CZI)* A certificate issued for international flights. Valid for 60 (sixty) calendar days from the date of issuance.

* An International Veterinary Certificate (CVI) or International Zoosanitary Certificate (CZI) must be presented.

7. What breeds of cats and dogs does GOLLOG not transport?

GOLLOG does not transport brachycephalic (short snout) dog breeds. See the list below:

- Dogs: Bulldog (all breeds), Boston Terrier, Boxer, Brussels Griffon, Pug (all breeds), Chow Chow, Dogue de Bordeaux, Pekingese, Cavalier King Charles Spaniel, Lhasa Apso and Shih Tzu.

- Cats: Burmese, Exotic, Himalayan and Persian.

8. How can I ship human remains with GOLLOG?

The shipping of human remains on domestic and international flights must comply with Collegiate Board Resolution (RDC No. 33 dated July 8, 2011), which addresses the Sanitary Control and Supervision of the Transportation of Human Remains and the provisions set forth in the Civil Aviation Service Regulations (NOSER, IAC1606), which states:

- Embalmed bodies are considered regular cargo and may be transported on both domestic and international passenger flights.

- When being transported on commercial passenger aircraft, embalmed bodies shall be mandatorily stored in the lower cargo compartments, preferably the lower rear compartments.

- Bodies that are being prepared for embalmment may only be shipped on domestic cargo aircraft or chartered flights.

- Bodies may only be shipped to other countries once embalmed and must be accompanied by the required export documentation.

A health inspection for the transportation of human remains will only be performed by ANVISA in the event of public health emergencies or when there is a risk to the population, with an emphasis on preventing international spread of diseases or situations that represent a serious and direct danger.

9. How do I ship perishable items?

Products that have a tendency to deteriorate, decompose, spoil or degrade, such as flowers, plants, candy, food in general, vaccines, serums, fish, fruit and animal products, for example, are considered perishable items. Newspapers and magazines whose delivery date and shipping date are the same are also considered perishable items. All requirements set forth by the relevant authorities at the countries of origin, transit and destination must be fulfilled. Weight and size limits, as well as shipping label requirements must also be met.

Damaged or tampered packages will not be accepted for shipping. Packages that arouse suspicions of false content declarations will also not be accepted for shipping.

Packages accepted for shipping that are subsequently found to contain irregularities will not be transported and must be made compliant or they will have their shipping contracts suspended. All shipments must be identified with labels or tags containing the air waybill number, place of origin, place of destination, weight and total number of items. All packages accepted for shipping must be compatible with the aircraft's specifications.

10. How can I ship musical instruments or props?

Fragile, heavy, large electronic and sound equipment will be given priority status. Equipment and their required documentation must be presented at least 2 hours prior to domestic flights or 3 hours prior to domestic flights departing from GRU, BSB or GIG and 2 hours and 30 minutes prior to international flights or 3 hours and 30 minutes prior to international flights departing from GRU, BSB or GIG.

Any irregularities which may occur during boarding, transit or disembarking should be immediately reported to the Logistics Coordination Office via telephone and formalized via e-mail.

11. How do I ship cargo to international destinations?

You must contact a freight forwarder or a customs broker to assist you with the shipping process. This person will take care of all legal procedures with the airport administration and responsible entities (customs)..

There are five basic steps to shipping internationally:

1 – The client contacts a GOLLOG accredited freight forwarder. The freight forwarder, who is responsible for processing the documentation that will be submitted to the Brazilian Federal Revenue Office (Receita Federal), will inform the client of the shipping fees.

2 – The freight forwarder will then request a GOLLOG General Sales and Services Agent (GSSA) to book the shipment on the system.

3 – The freight forwarder delivers the documentation.

4 – Once the cargo is delivered to a GOLLOG unit, the operational team requests the cargo be loaded onto the aircraft. The loading procedure must be overseen by a customs agent and a GOLLOG employee.

5 – The cargo is loaded onto a GOL aircraft and then shipped to its destination.

At GOLLOG we guarantee the safety and delivery of your shipment. Take the opportunity to plan your shipment today.

12. What methods of payment are accepted for cargo shipping services?

Domestic cargo shipping services and fees may be paid at the shipment or destination locations using cash, debit card, credit card or by invoicing a GOL account holder. International shipping services may only be paid at the shipment or destination locations through an intermediary customs broker. because GOLLOG outsources its customer service operations and each freight forwarder has their preferred method of payment.

13. How is cargo cleared for pick-up at government regulatory agencies like SEFAZ?

Clients must inform the number of the State Collection Document (DAE) and the customs office where the shipment is being held or the company's state registration number. At GOLLOG cargo terminals where there is a SEFAZ representative, clients must present all shipping documentation in order for the shipment to be inspected and cleared for pick-up. The SEFAZ representative will check the documents and, in the event he finds any discrepancies, the cargo will be held until the issue has been resolved.

14. How can a third party or a legal representative (individual or corporate entity) pick-up cargo at a GOLLOG unit?

This person must present a copy of the recipient's identification and a letter authorizing the delivery of the shipment to the bearer.

15. Does GOL transport hazardous materials?

GOL is authorized by the National Civil Aviation Agency (ANAC) to transport hazardous materials. Below are the 9 hazardous material classes:

  • Class 1 – Explosives
  • Class 2 – Gases
  • Class 3 – Flammable liquids
  • Class 4 – Flammable solids
  • Class 5 - Oxidizing substances and organic peroxides
  • Class 6 - Toxic and infectious substances
  • Class 7 – Radioactive materials
  • Class 8 - Corrosives
  • Class 9 - Miscellaneous Products or Substances

For more information regarding the transportation of these kinds of materials, please contact the GOLLOG Customer Service Center at 0300 101 2001.

16. Which goods cannot be shipped?

Objects of commercial value, such as jewelry, works of art and money are considered valuable cargo and, therefore, are not transported by GOLLOG.

"Used and semi-new electronic equipment will only be transported if it is being shipped for repair and is accompanied by its respective invoice. New electronic equipment accompanied by its respective invoice may be shipped normally. "

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