Full refund will be issued for orders that are cancelled prior to collection. To cancel your order, contact our customer agent to assist with your cancel request. Monday-Friday 8:00am – 6:30pm, Saturdays 9:00am – 1:00pm.
Refunds are not issued for failed collections. If your parcel is not collected during the pre-requested time, kindly contact us to rearrange a collection.
Transit times are not guaranteed and therefore refunds will not generally be issued for delayed shipments unless it can be proved that the carrier has acted negligently. In rare events of parcel loss or damage, up to 100% of your carriage costs will be refunded. (Please note: TNT claims for damage will only be accepted if the parcel is signed for as damaged upon delivery).
If your parcel is returned without it having left the US due to insufficient packaging, incorrect documentation or prohibited items found in your consignment, you will be liable for the carriage cost and will be issued with a partial refund for the overseas carriage costs.
For third party shipments only: if your parcel is returned to you without it having left the US due to it failing an x-ray screening (i.e. if it is deemed “too dense for X-ray”), you will be issued with a full refund.
