At ShipCustomerDirect.com, we stand by our delivery commitments. If your shipment is not delivered by the Quoted Delivery Commitment Time, you may qualify for a full refund or credit of your transportation charges under our Money-Back Guarantee, subject to the conditions below.

Money-Back Guarantee Terms

• This Guarantee can be suspended or revoked at our discretion without prior notice.
• Refunds or credits apply only to transportation charges, not duties, taxes, or other fees.
• Quoted Delivery Commitment Time is based solely on the booking record at ShipCustomerDirect.com and is conclusive proof of time commitment.

Limitations

• Delays caused by customs or regulatory agencies do not qualify.
• Delivery within one (1) calendar day of the commitment time is considered on time.
• Shipments booked within 3 days of Christmas or on holidays are excluded.
• Requests must be submitted within 15 calendar days of the shipment date.
• Only the payor may request a refund or credit, and only one request per shipment is allowed.
• Shipments with inaccurate “ship to” addresses are not eligible.
• This policy excludes shipments of dangerous goods, dry ice, or returned/undeliverable items.

To Qualify, Provide the Following:

Please send the following details using the Contact page message function, or email us at info@ShipCustomerDirect.com:

• Your ShipCustomerDirect.com air waybill number
• Shipment date
• Origin and destination
• Weight of the shipment
• List of pieces that were delivered late

You may also reach us:

• 📞 Phone: 877-88-SHIP2 (877-887-4472)
• ✉️ Mail:
  ShipCustomerDirect.com
  International Plaza
  20 Sheung Yuet Rd
  Kowloon Bay, Hong Kong

Other Important Conditions

• Only the portion of charges related to the late package will be refunded in multiple-piece shipments.
• Credits apply only to the payor’s account.
• Proof of timely delivery from our system overrides refund requests.
• Liabilities described under “Liabilities Not Assumed” nullify refund eligibility.
• Transit time estimates are not considered Quoted Delivery Commitment Times unless all required shipment details were provided.

There are no delivery commitments or refunds when the Money-Back Guarantee is suspended.