Before pickup
You may cancel a booking free of charge before pickup is dispatched. Full refund is issued within 5–10 business days to the original payment method.
After pickup, before export
Cancellation may incur a handling fee to cover pickup + return to origin address. Balance is refunded.
After export
Once the parcel has left the origin country, cancellation is generally not possible. In-transit issues (loss, damage) are handled under our claims process.
Failed customs
If a shipment is refused by customs for reasons attributable to the sender (e.g. restricted items), the sender is liable for return or destruction costs.
Claims
File a claim within 14 days of the delivery date (or scheduled delivery date if lost). Include booking reference, photos and repair/replacement estimates.