I. For new customers, shipments with unpaid deposits will not be processed. There is no obligation to cancel a shipment with unpaid deposit. For existing clients are as in our service agreement.
II. If a security deposit is paid and shipment canceled before cargo tendered to the shipment, the customer will be refunded, minus processing fee:
- $35 on LCL shipments;
- $75 on FCL shipments;
- $160 on Cars in containers, RO-RO and Break Bulk shipments.
III. After cargo is submitted to the shipment, but still at the origin and can be returned, then we will request the carrier to put the shipment on hold. The customer will be refunded after his/her written confirmation that goods are taken back. Any charges accrued on this return are on account of the customer. $75 will be added to the processing fee above.
IV. After a direct international ocean freight carrier had processed a shipment and the shipment cannot be returned to the shipper, i.e. cargo is on the way to the destination: consolidated in the container, entered in international ocean carrier’s container yard or pier to be loaded aboard a vessel etc a refund cannot be provided.
V. Missing scheduled cut off (latest delivery)/pickup day: If cargo has not delivered to a ship terminal on the intended delivery day as requested by customer at a time of booking, then we will roll the shipment over to the next available vessel without additional notice. Roll over fee may apply on each roll over:
- LCL shipments: $25 per roll over. Does not apply on the 1st and 2nd roll over. Begins from the 3rd roll over. Attempt pickup fee (if pickup requested) may apply.
- FCL, Cars, RO-RO and Break Bulk roll over charges will be calculated on case by case scenario depending on carriers roll over charge and circumstances of particular shipment.
VI. All credit cards refunds are subject to 3.79% or $10 minimum, whichever is greater transaction fee on the refund amount.