Quarantine Guidelines for Pick Up In Hawaii
Where
Transit Time
Costs, Payments and Fees
Booking and Shipping Process
Shipping Personal Items With Your Vehicle
Cancelling a Booking
Vehicle Care
Motorcycles
Vehicle Damage
Receiving Your Vehicle
Bill of Lading Terms and Conditions

If you have questions shipping your vehicle with Matson or would like a free quote, please contact our customer service team.


QUARANTINE GUIDELINES FOR PICK UP IN HAWAII

All customers arriving from out of state must:

  • complete the state of Hawaii Mandatory Safe Traveler Program form before departure;
  • and present their email from the Hawaii Mandatory Safe Traveler Program with their QR code when they pick up their vehicle. The QR code verifies participation in the Hawaii Mandatory Safe Traveler Program.

Q: I’m arriving in Hawaii from out of state soon and want to pick up my vehicle before my 14 days of quarantine is complete. Can I do that?

A: Customers who have recently arrived in Hawaii (all islands) from out of state and plan to pick up their vehicle before completing 14 days of quarantine must present:

  • a quarantine exemption letter or email (email will come from covidexemption@hawaii.gov) from the State Department of Defense (also called the Hawaii Emergency Management Agency or HIEMA);
  • their government-issued identification showing the person picking up the vehicle is the person exempted from the quarantine; and
  • their Hawaii Mandatory Safe Traveler Program QR code.

If you have not completed your 14-day quarantine and do not have an exemption, you may assign another person, who is either a current Hawaii resident or has completed their 14-day quarantine and can present their Hawaii Mandatory Safe Traveler Program QR code, to pick up your vehicle. Please contact Matson Customer Support at 800-4MATSON or retail_phx@matson.com to provide an assignee name.

 

Q: I don’t have an exemption letter or an email from the State Department of Defense, I recently arrived in Hawaii from out of state and need to pick up my vehicle before my 14 days of quarantine is complete. How can I pick up my vehicle?

A: If the customer does not have a quarantine exemption letter or an email from the State Department of Defense we will be unable to release the vehicle to the customer before the 14-day quarantine completion.

If you have not completed your 14-day quarantine and do not have an exemption, you may assign another person, who is either a current Hawaii resident or has completed their 14-day quarantine and can present their Hawaii Mandatory Safe Traveler Program QR code, to pick up your vehicle. Please contact Matson Customer Support at 800-4MATSON or retail_phx@matson.com to provide an assignee name.

 

Q: I’m active duty military, do I still need an exemption letter or email from the State Department of Defense if I pick up my vehicle within 14 days of arrival in Hawaii?

A: If you are active-duty military, we require the presentation of a military ID, but do not require an exemption letter. Family members of active-duty military members are subject to the 14-day quarantine if arriving from out of state and must present their Hawaii Mandatory Safe Traveler Program QR code.

 

Q: I’m traveling from Honolulu to a neighbor island. Do I need to quarantine for 14 days before picking up my vehicle on a neighbor island or show an exemption letter?

A: Customers traveling from out of state through Honolulu to a neighbor island must complete the 14-day quarantine before pick up or present:

  • a quarantine exemption letter or email (email will come from covidexemption@hawaii.gov) from the State Department of Defense (also called the Hawaii Emergency Management Agency or HIEMA);
  • their government-issued identification showing the person picking up the vehicle is the person exempted from the quarantine; and
  • their Hawaii Mandatory Safe Traveler Program QR code.

If you have not completed your 14-day quarantine and do not have an exemption, you may assign another person, who is either a current Hawaii resident or has completed their 14-day quarantine and can present their Hawaii Mandatory Safe Traveler Program QR code, to pick up your vehicle. Please contact Matson Customer Support at 800-4MATSON or retail_phx@matson.com to provide an assignee name.

 

Q: I’m traveling from a neighbor island to Honolulu. Do I need to quarantine for 14 days or show an exemption letter before picking up my vehicle in Honolulu?

A: Neighbor island residents do not need to quarantine or provide an exemption letter at vehicle pick up.

Customers arriving a neighbor island from out of state, then traveling to Honolulu must complete the 14-day quarantine before vehicle pick up or present:

  • a quarantine exemption letter or email (email will come from covidexemption@hawaii.gov) from the State Department of Defense (also called the Hawaii Emergency Management Agency or HIEMA);
  • their government-issued identification showing the person picking up the vehicle is the person exempted from the quarantine; and
  • their Hawaii Mandatory Safe Traveler Program QR code.

If you have not completed your 14-day quarantine and do not have an exemption, you may assign another person, who is either a current Hawaii resident or has completed their 14-day quarantine and can present their Hawaii Mandatory Safe Traveler Program QR code, to pick up your vehicle. Please contact Matson Customer Support at 800-4MATSON or retail_phx@matson.com to provide an assignee name.

 

Q: I quarantined for 14 days and now I want to pick up my vehicle. What do I need to show at pick up?

A: Please present your Hawaii Mandatory Safe Traveler Program QR code.

 

Q: I need to quarantine for 14 days before I can pick up my vehicle. Will I be charged port storage fees?

A: Our Honolulu and Hilo auto lots will not charge port storage fees, however, our Kahului and Nawiliwili ports will charge daily fees after the free grace period storage has been exceeded.


WHERE

Q: Where can Matson ship my vehicle?

A:

HAWAII

  • Hilo, Hawaii
  • Honolulu, Oahu
  • Kahului, Maui
  • Nawiliwili, Kauai

MAINLAND

  • Long Beach, California
  • Oakland, California
  • Tacoma, Washington

ALASKA

  • Anchorage
  • Kodiak
  • Dutch Harbor

GUAM AND MICRONESIA

  • Guam
  • Saipan
  • Yap

GUAM

  • Palau
  • Chuuk
  • Pohnpei

TRANSIT TIME

Q: How long does it take to ship a car to or from Hawaii?

A: From vessel sail date, transit times will vary from an average of 10 – 12 days to or from Oahu, 17 -21 days to or from Kauai and 24-26 days to or from The Big Island and Maui (via barge from Honolulu).

 

Q: How often do the Hawaii barges leave?

A: Matson provides weekly barge service from Oahu to the Neighbor Islands.

 

Q: How long does it take to ship a car between the Alaska and Tacoma ports?

A: From vessel sail date, transit times will vary from an average of 5 – 7 days. All shipments to and from Alaska go through Tacoma.

COSTS, PAYMENTS AND FEES

Q: How much does it cost to ship my car?

A: Car shipping Mainland to Hawaii starts at $1,597, while car shipping Hawaii to Mainland starts at $870. Please view our car shipping rates for more details on standard size vehicles (21’8” long x 8’ wide x 7’ high or less) based on origin and destination ports. Contact Matson Customer Support at 800-4Matson to get a quote on oversized vehicles, boats or RVs.

 

Q: What forms of payment can I use to pay for my shipping charges?

A: You can pay for your shipment with the following methods of payment

  • VISA
  • Mastercard
  • Discover
  • American Express

We’re sorry, personal checks are not accepted and CASH is not being accepted at this time.

Due to COVID-19 no cash or credit card payments will be accepted at any of our port locations. Please make your payment with customer service at 1-800-462-8766 (Hawaii and Guam) or 1-877-678-7447 (Alaska).

Q: Can I make a booking online but pay for it when I drop off the car at the port?

A: Payment at the port varies by location. For convenience, all payments may be made by calling customer service or using Matson’s online check out.

  • If you are shipping to or from Tacoma, you cannot pay at the Matson port in Tacoma as there is no cashier. To make a payment, please contact Alaska Customer Service at 1-877-678-SHIP, pay online, or pay the cashier at your Matson Alaska port prior to pickup.
  • If you are shipping from Hawaii, you may pay at the port or online , or by calling Matson Customer Service 1-800-4MATSON.
  • If you are shipping to or from Guam, you may pay at the port in Guam or online, or by calling Matson Customer Service 1-800-4MATSON.

 

Q: I received a bill in the mail after I dropped my car off, but I already paid?

A: An original bill of lading is generated as soon as your vehicle is physically received at our ports. Matson does not accept any collect shipments; if you paid for your shipment and received an invoice, this is simply a timing issue with posting your funds to your booking information. Please retain the invoice for your records.

 

Q: My car arrived early and now I have storage fees. Do I have to pay them?

A: It is ultimately the customer’s responsibility to track their vehicles and make alternate arrangements if estimated availability dates change. The storage fees are not fees assessed by Matson; these are port terminal fees and are paid to the terminal directly. These terminal storage fees cannot be waived.

 

Q: What are the Port storage fees?

A: Port storage fees are to be made payable to the Port. Fees are charged due to the Port having to store your vehicle past the allotted free time. Click here to view Port storage fees.

 

Q: Do you have military discounts?

A: Yes.

 

Q: Who is eligible for the military discount?

A: Active duty service members of the U.S. Air Force, Army, Coast Guard, Marines, or Navy.

 

Q: Are immediate family or veterans eligible to use the military discount?

A: Active duty service members can use the military discount to ship vehicles in their household fleet. We regret we are unable to extend the discount to veterans.

 

Q: How can active duty service members receive the military discount?

A: When booking online check the “active duty military” box or when booking through customer service request the military discount. A valid military ID or military dependent ID must be shown at the port for all active duty military discount bookings. The name on the valid military ID or dependent military ID must be the legal owner of the vehicle.

 

Q: Is the military discount valid for all final destination ports?

A: No. The military discount is valid for car shipments between U.S. Mainland (Tacoma, Oakland, Long Beach) and Hawaii (Honolulu, Kahului, Nawiliwili, Hilo) or Hawaii and U.S. Mainland.

 


BOOKING AND SHIPPING PROCESS

Q: How far in advance can I make a booking?

A: We advise that you make your booking within a month of your planned move date so you can get the most accurate vessel information. Please note that when you book far in advance, vessels in Matson’s schedules are subject to change. Matson booking numbers are valid for 90 days only. If your booking has expired you will need to contact our customer service department.

 

Q: Can I just show up at the port and get a booking number from there?

A: No. Port personnel do not have access to Matson’s booking system. Begin the easy process of making a booking for your vehicle prior to arriving at the port.

 

Q: I’m moving back to the mainland United States from Hawaii, and I understand I must provide my title and registration as part of the shipping process. When I shipped a vehicle to Hawaii, this was not a requirement. Why do I have to present this additional documentation now? Why is the process for shipping a vehicle to Hawaii different from shipping a vehicle from Hawaii?

A: It is Hawaii State Law (Statute 286-57 Unlawful removal of motor vehicle from State) that all privately owned vehicles shipping from Hawaii to the mainland United States are required to abide by. Please consult the Hawaii DMV regulations for more information.

 

Q: How long does it take when I drop off or pick up my car?

A: Please allow approximately 30 minutes when delivering or collecting your vehicle from the terminal. The terminals close promptly so please allow enough time to fully complete the process. Click here to view the terminal hours of operation.

 

Q: Is it ok to drop off my vehicle at the port sooner than I originally scheduled?

A: You can deliver your vehicle to the port sooner or later than you had originally planned. Your vehicle will be received and shipped on the next available vessel. At time of drop off you will be given your receipt which will detail an updated estimated shipping timeframe.

*Please be advised that if you deliver earlier than anticipated your vehicle will become available sooner and you will be responsible for port storage fees after your free time has expired.
**Please double check port hours of operation prior to delivery.


SHIPPING PERSONAL ITEMS WITH YOUR VEHICLE

Q: Can I ship my vehicle charging cable with my electric car?

A: Yes, we prefer you include your charging cord in your car in case we need to charge the vehicle while it’s in our possession.

 

Q: When shipping between the Tacoma and Alaska ports can I ship personal effects in my car?

A: Yes you can. Personal effects can be shipped in your vehicle for an additional fee. Please contact Alaska Customer Service at 1-877-678-SHIP for shipping rates.

 

Q: Can I ship personal effects in my car?

A: Excluding shipping between the Tacoma and Alaska ports, no personal items are to be left in your vehicle due to liability reasons. The only exceptions are the spare tire, jack and two child car seats. The port personnel will complete a full inspection of your vehicle and if you have any items in your vehicle they will have to be removed prior to vehicle receipt. Please also remove your important documents from the glove compartment.

CANCELLING A BOOKING

Q: I dropped off my vehicle but I’m not moving anymore. How do I get my car and money back?

A: You will need to contact customer service immediately. If we have already loaded your vehicle to a vessel you will need to make a return booking and pay 1/2 of the original shipping costs. If we are able to retrieve the vehicle from the load port you will be assessed a re-handling fee.

 

Q: I just shipped my car but I’m not moving anymore, I need to ship it back. What do I do?

A: Please send your booking information through the ‘contact us’ tab and an account specialist will call you to assist in retrieving your vehicle or you may contact Customer support at 800-4Matson.*If your car is already in line to be shipped, there is a possibility the terminal might not be able to pull your vehicle out of line to be retrieved and there could be a re-handling fee.
**If your car is already on a vessel a return booking will need to be made, you will only be charged 50% of the current shipping rates for any return booking.

 

Q: I have not dropped off my car yet but I need to cancel my booking and I’ve already paid, how do I get my money back?

A: Please send your booking information through the ‘contact us’ tab and an account specialist will call you to process your refund.

VEHICLE CARE

Q: Is my car exposed to the elements at the port?

A: Our ports do not have any covered parking. Your vehicle will be exposed to the elements. Matson does everything we can to protect your vehicle while in our possession.

 

Q: I have a cover for my car, will someone at the port cover my vehicle to protect it?

A: Matson does everything we can to protect your vehicle while in our possession. The port personnel will not cover your automobile. Matson ships thousands of automobiles each month and we take excellent care of each and every one.

 

Q: Do you put cars in containers?

A: The preferred method of vehicle shipment is either in our vessel garages or in specialized auto frames. Containers are not generally loaded with automobiles. However, at the discretion of our terminal operations, occasionally vehicles are loaded into closed containers.

 

Q: When shipping between the Tacoma and Alaska ports, do you put cars in containers?

A: Yes, Matson utilizes both specialized auto frames and closed containers. If larger vehicles do not safely fit in these then Matson will place your vehicle on a flat-rack.

 

Q: Why must my car only have 1/4 tank of gas or less?

A: U.S. Coast Guard regulations require that all vehicles have a 1/4 tank of gas or less. Gasoline and car batteries are considered hazardous material.

 

Q: Should my electric car be fully charged?

A: Yes, your electric car should be fully charged at time of drop-off. Please pack the vehicle charging cord inside the car in case we need to charge it while in our possession.

MOTORCYCLES

Q: Does Matson ship motorcycles?

A: Matson does not ship motorcycles. You will need to contact a Freight Forwarder who will be able to make these arrangements for you.

VEHICLE DAMAGE

Q: I have a small crack or chip on my windshield. Can I still ship my vehicle?

A: Due to safety concerns, all vehicles with chips or cracks in their windshield or windows will be subject to approval to ship on an individual basis. Please contact Matson’s Customer Service department for approval. Please be prepared to provide photos and a physical description as well as location of the chip or crack.

 

Q: Is Matson liable for vehicle damage?

A: We will make every effort to safeguard your automobile from damage. However, because unforeseen circumstances sometimes occur, we offer limited protection while your automobile is in our possession. If Matson is responsible for transportation damages that are apparent to your auto (excludes pre-existing damages or wear & tear items), our liability is limited to the amount of damage actually sustained to your automobile, not to exceed the market value of your automobile and, in no event, more than $1,000 per 40 cubic feet based on the size of your automobile (for the average-sized vehicle, this is approximately $8,000). This liability limit can be increased up to the full value of your automobile by declaring the value on your Dock Receipt and paying the appropriate additional freight rate. We do not provide any form of insurance. You should verify your personal marine insurance coverage for transportation damage and any other related insurance protection with your insurance carrier.

 

Q: My car was damaged in transit, how do I file a claim with Matson?

A: Matson gives you an opportunity to inspect your automobile for damage at the time it is picked up at the destination port. All damages should be noted in writing before removing the vehicle from the terminal. Once the vehicle has left the terminal, no additional damage claims will be accepted. The only exception is that you are permitted 3 calendar days from the day of pick up to report any concealed or non-apparent damage to Matson. To report this type of damage, please complete the Matson claim form with the appropriate information.

RECEIVING YOUR VEHICLE

Q: How will I know when my car is available?

A: You will receive a courtesy phone call, text or email message when your car becomes available. It is important to contact Matson if your phone numbers or email address changes. Please be sure to track your vehicle online and be aware of port storage fees if you do not collect your vehicle within the allotted time frame. View a list of port free time and storage fees. We also recommend arriving at least 30 minutes prior to closing.

 

Q: What documents will I need to show when I collect my car?

A: You will need your Matson booking number and a photo ID.

 

Q: I can’t pick my car up, and will need a friend or family member to collect for me. Do I need to make any special arrangements for this prior to receiving the vehicle?

A: If anyone other than the legal owner or persons listed on the original booking needs to collect your vehicle on your behalf, you will need to send an email to Matson, prior to pickup, with an image of your driver’s license, your booking number and the name of the person picking up your car.

BILL OF LADING TERMS AND CONDITIONS

Q: What are Matson’s Hawaii and Guam/Micronesia Bill of Lading Terms and Conditions?

A: Click Here for Matson’s Hawaii and Guam/Micronesia Bill of Lading Terms and Conditions

 

Q: What are Matson’s Bill of Lading Terms and Conditions for shipping between Tacoma and Alaska?

A: Click Here for Matson’s Alaska Bill of Lading Terms and Conditions

Have more questions? Contact us.

Hawaii, Guam, Micronesia service:
1-800-4MATSON (800-462-8766)
customerservice@matson.com
Alaska service:
1-877-678-SHIP (877-678-7447)
alaskacs@matson.com