Refund & Cancellation Policy

1. Cancelling before collection

A booking can be cancelled free of charge as long as the parcel has not been collected by, or dropped off with, the carrier. Contact us with your booking number and we will refund the full amount to your original payment method.

2. After collection

Once a shipment is in the carrier network it can no longer be cancelled. If a carrier fails to provide the purchased service, we will pursue a refund or credit from the carrier on your behalf.

3. Surcharges

If the carrier measures a higher weight or larger dimensions than declared, the resulting surcharge is not refundable and may be charged separately.

4. Processing time

Approved refunds are issued within 5–10 business days via PayPal.

5. Compensation for lost or damaged shipments

Each service includes the carrier's standard liability, shown as "Carrier liability up to $X" on the quote page. That amount is the maximum payable for loss or damage, and compensation covers the proven value of the goods — not sentimental value, lost profit or consequential loss.

Because the transport contract is between us and the carrier, you cannot claim from the carrier directly. Report the problem to us using the claim form in your dashboard and we will file the claim with the carrier on your behalf and pass on whatever they pay.

6. How to claim

Open your dashboard, find the shipment, and click Report a Problem. Tell us what went wrong, the value you are claiming, and attach the purchase receipt or invoice for the contents — carriers almost always refuse claims without proof of value. You can follow the status of your claim on the same dashboard.

7. Claim deadlines

Report problems as soon as you notice them. Carriers enforce strict deadlines — for visible damage this can be only a few days from delivery — and a late claim will be refused, so we cannot compensate for it. Keep the item and its original packaging until the claim is settled, as the carrier may want to inspect them.

8. What is not covered

Prohibited items (see our Prohibited & Restricted Items page), items that were inadequately packed, restricted items shipped without the required declaration or paperwork, and any item seized by customs or another authority.