We are a shipping service, not a retailer. What you pay us is for receiving, handling and transporting your goods. This policy explains when that charge is refunded.
If you ask us to cancel before your goods are loaded into a container, we will return the goods to you or hold them, and refund any shipping charge already paid for that shipment.
Once a container has sailed the service has been performed and the shipping charge is not refundable.
If an invoice is wrong — a box billed twice, a measurement recorded incorrectly, or a charge that does not belong to you — tell us and we will correct it. Where you have already paid, the difference is refunded to the card or account you paid from.
If goods are lost or damaged while in our care, tell us as soon as you become aware of it, quoting your customer number and the tracking number. We will investigate and respond to you directly. Where we are at fault, the shipping charge for the goods concerned is refunded. Our liability is limited to that shipping charge.
We cannot accept liability, and are not responsible, for parcels that reach us already damaged, incorrectly labelled, or with no name on them. Those parcels were packed, addressed and shipped by someone else before they arrived with us. No refund arises in those cases. This is set out in full in our Terms & Conditions.
Returns. If a parcel is returned to the sender, whether at your request or because it cannot be identified as yours, a return fee applies in addition to any carrier charge, and it is not refundable.
Contact us by telephone on +1 (772) 243-1316 or in writing at the address below, quoting your customer number and the invoice concerned. We will acknowledge your request and tell you what happens next.
Refunds are made to the original method of payment. Duty and tax paid to the Honduran authorities on your behalf cannot be refunded by us once paid.