Returned Shipment Claims:

Company dispute policy:

-If shipment hasn’t yet left the ship from the country then the customer is eligible for a full refund.

-If shipment was returned due to clearance issue refund depends on reason for return.

• If returned due to missing docs/info from customer’s end - shipment isn’t eligible for refund.

• If returned due to carrier error - we must try to raise a claim yet refund isn’t guaranteed.

• If returned due to Customs delay/issue we may try to raise claim yet refund isn’t guaranteed.

- If the receiver refused or wasn’t there to accept shipment then it isn’t refundable.

-Incorrect address isn’t refundable.

Submitting Claim:

1. Review shipment history if the customer's query is accurate. Info on clearance issue can be found under shipment history notes.

2. Reach out to carrier via phone or email. Request claim ID once claim has been submitted

3. Notify customer that claim has been submitted.

Follow up process:

1. Follow up with carrier on a weekly basis, set due date for the ticket to automatically open the coming week.

2. Let customer know credit has been issued