FAQ
How ordering, delivery and customs actually work at Porto de Santos. Anything not answered here: help@atgangway.com.
Do I need an account?
Yes. Anything that goes on board leaves Brazil under a customs export regime, and the declaration has to name the buyer — full name, rank, vessel and nationality. That is why the sign-up asks for them and why we cannot take an order from an anonymous cart. It also keeps your order history and any store credit attached to you rather than to a phone number.
Where do you deliver?
Porto de Santos (BRSSZ). Delivery at the gangway is carried out by an accredited ship chandler — that accreditation, not our stock, is what sets the schedule and the minimum time your vessel has to stay alongside. If the window is too tight, you can collect at our counter in Santos instead. The full grid is on Ports & delivery schedule.
How does payment work?
A 30% deposit when you place the order, the remaining 70% at the gangway when you sign for the goods. The deposit is what reserves the stock and pays for the chandler's slot. Prices are in US dollars; any R$ figure on the site is a reference at the current rate, not the amount charged.
What if my vessel skips Santos?
Nothing is lost. The deposit becomes store credit for the full amount, held on your account, and you spend it on the next call. A diverted or cancelled call is normal traffic, not a mistake on your side — you do not have to warn us in advance.
How fast is delivery?
It depends on the port window your order falls into, not on how fast we pack. Order before the cut-off and the delivery day is fixed by the grid; order after it and you fall into the next window. The exact windows, delivery days and minimum stay are on Ports & delivery schedule.
Do you handle customs paperwork?
Yes, and it is on us — no fee and nothing for you to fill in at the gate. We prepare the export dispatch from what is on your profile. Keep it accurate: a wrong vessel name or rank is the one thing that stops a delivery at the terminal, and we cannot correct it once the declaration is filed.
Is this duty-free?
It depends on how the goods reach you, and we would rather be exact than sell you a word.
On board. Goods put aboard your vessel go under Brazil's ship's-stores export regime, which takes Brazilian taxes out of the price. The regime has conditions: the order is settled against the vessel, in convertible currency, through its agent. When it is settled that way, the price is genuinely tax-free.
Collected at our counter. That is an ordinary Brazilian retail sale. Brazilian taxes are in the price. It is not duty-free, and we say so on every item rather than let you find out from the receipt.
Digital items. No goods, no border, no customs. Brazilian telecom taxes are included.
Each product page tells you which of the three applies to it, and the checkout tells you which one applies to your order.
On board. Goods put aboard your vessel go under Brazil's ship's-stores export regime, which takes Brazilian taxes out of the price. The regime has conditions: the order is settled against the vessel, in convertible currency, through its agent. When it is settled that way, the price is genuinely tax-free.
Collected at our counter. That is an ordinary Brazilian retail sale. Brazilian taxes are in the price. It is not duty-free, and we say so on every item rather than let you find out from the receipt.
Digital items. No goods, no border, no customs. Brazilian telecom taxes are included.
Each product page tells you which of the three applies to it, and the checkout tells you which one applies to your order.
What about eSIM and digital items?
They reach the phone directly — the code and instructions go to the e-mail and WhatsApp on your account. No chandler, no port window, no minimum stay, so you can buy one from the anchorage. Once a code has been issued it cannot be returned.