Shipping Policy
Last updated: [date]
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Draft — company-specific details require approval before publication
1. Shipment acceptance
An enquiry or quotation is not a booking. A shipment is accepted only when we confirm it in writing after reviewing the goods, route, documentation and applicable rules. We may decline any shipment.
2. Restricted and prohibited goods
Some goods are restricted or prohibited by the origin country, destination country, transit countries or carriers. These commonly include certain foods and animal products, fresh produce, seeds and plants, medicines, batteries, flammable or hazardous materials, cash and valuables, and counterfeit goods.
[Company to insert or link its full restricted and prohibited items list.]
3. Packaging responsibilities
Goods must be packed to withstand normal handling in transit. Food products must be sealed and appropriately packaged. Where we provide packaging, this is confirmed in your arrangement. [Company to confirm whether packaging services are offered.]
4. Customs documentation
Depending on the goods, documents may include a commercial invoice or proof of value, an itemised packing list, certificates of origin, phytosanitary or health certificates, or import permits. We will tell you what we understand to be required for your shipment, but responsibility for the accuracy of documents remains with the shipper.
5. Product declarations
You must describe goods fully and accurately, including quantity and value. Inaccurate or incomplete declarations can lead to delays, penalties, seizure or return of goods.
6. Duties and taxes
Import duties, taxes and fees are set by the relevant authorities and are not included in shipping charges unless stated in your confirmation. Who pays these is agreed when the shipment is confirmed.
7. Estimates versus confirmed delivery times
Any delivery timeframe is an estimate unless expressly confirmed in writing. We do not guarantee delivery dates.
8. Delays and inspections
Shipments may be delayed by customs inspections, regulatory checks, carrier schedules, weather, public holidays or other events outside our control.
9. Loss, damage and claims
If a shipment arrives damaged or is lost, contact us as soon as possible with your reference and photographs. Any compensation, liability limits and claim deadlines are as set out in your shipment confirmation and the applicable carrier terms.
[Company to insert claim procedure, deadlines and any insurance options — do not publish until confirmed.]
10. Tracking
Tracking is provided only where available for the specific shipment and carrier. [Company to confirm.]
11. Customer responsibilities
- Provide accurate descriptions, values and contact details.
- Ensure goods are legal to export and import and properly packaged.
- Supply required documents and respond to requests for information.
- Pay agreed charges and any applicable duties and taxes.
12. Contact for shipping enquiries
Email: [official email] · Phone / WhatsApp: [official number] · or use the contact form.