Shipping Policy

1. Shipment Requests

Customers may submit a shipment request through the ParcelJets website or through an approved customer service channel. A submitted request is not automatically a confirmed shipment.

ParcelJets may contact the customer to confirm package details, shipping options, charges, pickup arrangements, and other information required before accepting the shipment.

2. Accurate Shipping Information

Customers are responsible for providing complete and accurate information for each shipment, including:

• Sender and recipient names and contact details.
• Pickup location and destination address.
• Package contents, type, weight, and dimensions.
• Any special handling or delivery instructions.

Incorrect or incomplete information may result in delays, additional charges, or unsuccessful delivery attempts.

3. Packaging Requirements

Customers must ensure that packages are properly packed and secured for transportation. Packaging should be suitable for the nature, weight, and fragility of the contents.

• Use sturdy packaging and suitable protective materials.
• Securely seal packages before handing them over.
• Clearly provide the recipient's delivery information.
• Declare fragile, sensitive, or special-handling items.

ParcelJets may decline packages that are inadequately packed or that may pose a risk during handling or transportation.

4. Restricted and Prohibited Items

Customers must not submit items prohibited by applicable laws, regulations, carrier requirements, or destination-country rules. Restrictions may apply to dangerous goods, illegal substances, weapons, explosives, counterfeit goods, and other regulated items.

Customers are responsible for disclosing the contents of their packages accurately. ParcelJets may refuse, hold, return, or otherwise handle a shipment when required by law or applicable shipping requirements.

Contact ParcelJets before shipping an item if you are unsure whether it can be accepted.

5. Shipping Charges and Payment

Shipping charges may depend on the package's weight, dimensions, origin, destination, selected service, and any additional handling or delivery requirements.

Applicable charges will be communicated during the shipment arrangement process. Any additional charges arising from inaccurate shipment details, customs requirements, or delivery changes may be payable by the customer.

6. Delivery Estimates

Delivery estimates are provided for guidance and are not guaranteed unless expressly confirmed in writing by ParcelJets. Transit times may be affected by customs processing, weather, operational conditions, incorrect addresses, or other events outside our reasonable control.

International shipments may require additional time for customs clearance and regulatory checks.

7. Customs, Duties, and Taxes

International shipments may be subject to customs duties, taxes, import fees, inspections, or other charges imposed by the destination country.

Unless otherwise agreed in writing, these charges are the responsibility of the sender or recipient, as applicable. ParcelJets does not control customs decisions or clearance times.

8. Tracking and Shipment Updates

Where tracking is available, customers may use the tracking details provided for their shipment to view available updates. Tracking information may not appear immediately after a package is received or processed.

Shipment updates depend on the information made available by the relevant delivery and logistics providers.

9. Delayed, Lost, or Damaged Shipments

If a shipment appears delayed, lost, or damaged, customers should contact ParcelJets as soon as reasonably possible and provide the shipment reference, tracking number, and relevant supporting information.

ParcelJets will review the available shipment information and advise on the next steps. Any investigation, claim, or compensation is subject to the applicable service terms, carrier rules, and relevant law.

10. Delivery Attempts and Incorrect Addresses

Customers must provide a complete and deliverable address. If delivery cannot be completed because the recipient is unavailable, the address is incorrect, or access is restricted, additional arrangements or charges may apply.

Redelivery, return-to-sender, or holding arrangements depend on the service used and the relevant delivery provider.

11. Changes and Cancellations

Requests to change a shipment's destination, recipient, service, or other details must be submitted as soon as possible. Changes may not be possible once a shipment is in transit.

Cancellation eligibility and any applicable fees depend on the shipment's processing status and the terms confirmed when the shipment was arranged.

12. Policy Updates

ParcelJets may update this Shipping Policy from time to time. Any revised version will be published on this page and will apply from the date it is posted, subject to applicable law.