1. Cancelling a Shipment
You may cancel a shipment before the label has been generated by contacting support or using the cancel action in your portal. Once a label is generated and the package is handed to the carrier, cancellation is no longer possible.
2. Refundable Charges
- Shipping charges: refundable if the shipment is cancelled before label generation, or if the carrier fails to accept the shipment for reasons not caused by you.
- Insurance: refundable if the shipment is cancelled before dispatch.
- Duties (DDP): refundable only if not remitted to customs.
3. Non-Refundable
- Handling or storage fees already incurred.
- Carrier charges once the package has been picked up.
- Duties and taxes remitted to customs authorities.
- Fees resulting from prohibited or misdeclared contents.
4. Lost or Damaged Packages
Claims for lost or damaged packages are handled per the applicable carrier and insurance terms. Standard or Enhanced insurance (if selected) determines the maximum reimbursable value. Uninsured packages are limited per Section 7 of the Terms of Service.
5. How to Request a Refund
Submit refund requests via Support in your portal within 30 days of the charge. Approved refunds are returned to the original payment method within 5–10 business days.
6. Chargebacks
We ask that you contact support before initiating a chargeback. Unresolved chargebacks may result in account suspension.