Refundable Policy

Refund Policy

Our Commitment to You

At ACTIVE SHIPPERS, we are dedicated to providing exceptional shipping solutions and outstanding customer service. We understand that, on rare occasions, issues may arise that warrant a refund. Our Refund Policy is designed to be transparent, fair, and easy to understand, ensuring you always know your rights and the steps involved in the refund process.

1. Introduction

This Refund Policy outlines the specific conditions under which refunds are granted, the procedures for requesting a refund, and the method by which refunds are issued. Our goal is to ensure every customer feels valued, respected, and fully informed throughout their experience with us.

2. Eligibility for Refund

We strive to deliver every shipment on time and in perfect condition. However, refunds may be considered under the following circumstances:

2.1 Service Failure

  • If your shipment is not delivered within the guaranteed delivery timeframe due to reasons attributable to our agency.

2.2 Order Cancellation

  • If you cancel your shipment before it has been dispatched from our facility.

2.3 Lost or Damaged Shipments

  • If your package is lost or significantly damaged during transit, and the responsibility lies with ACTIVE SHIPPERS.

2.4 Duplicate or Excess Payment

  • If you have been charged more than once for the same shipment or have made an excess payment due to a processing error.

Exclusions:

Refunds will not be issued in the following cases:

  • Delays, loss, or damage resulting from incorrect or incomplete delivery information provided by the sender.

  • Force majeure events (natural disasters, civil unrest, government restrictions, etc.).

  • Shipments containing prohibited, restricted, or improperly packaged items as defined in our Terms of Service.

  • Minor delays caused by unforeseen circumstances outside our control.

3. How to Request a Refund

We aim to make the refund request process as straightforward as possible. Please follow these steps:

3.1 Contact Us Promptly

  • Notify our Customer Service team within 7 days of the incident by phone, email, or through our official website contact form.

3.2 Provide Required Information

  • Your shipment tracking number.

  • Proof of payment (receipt or transaction reference).

  • A clear description of the issue (e.g., non-delivery, damage, duplicate payment).

  • Any supporting documentation or photographs (for damaged items).

3.3 Verification Process

  • Our team will acknowledge your request within 24 hours.

  • We may request additional information or clarification to ensure a thorough investigation.

  • All claims are investigated and resolved within 5-7 business days.

4. Refund Approval and Notification

After a comprehensive review, you will receive an official notification regarding the outcome of your refund request via your preferred communication channel (email, SMS, or phone call).

  • If your refund is approved, you will receive detailed instructions on the next steps and the expected timeline for delivery.

  • If your refund is not approved, we will provide a clear explanation for the decision and, where possible, offer alternative solutions.

5. Refund Payment Method

Cash Refunds Delivered by Our Authorized Delivery Agents

For your security and convenience, all approved refunds are issued exclusively in cash and delivered directly to the receiver’s address by our authorized delivery agent.

5.1 How the Cash Refund Process Works:

  1. Scheduling the Delivery:
    Our delivery agent will contact the receiver to arrange a suitable time for the cash refund delivery.

  2. Identity Verification:
    The receiver must present a valid government-issued photo ID and sign a Refund Receipt upon receiving the cash.

  3. Authorized Collection:
    If the receiver is unavailable, an authorized representative may collect the refund by presenting:

    • A signed authorization letter from the receiver.

    • Valid identification matching the name on the authorization letter.

  4. Security Measures:

    • Our delivery agents will present official company identification and a company-issued Refund Receipt for your records.

    • Refunds will only be handed to the designated receiver or their authorized representative, as per the original shipment order.

  5. No Bank Transfers or Online Refunds:
    To ensure maximum security and minimize fraud, we do not process refunds through bank transfers, credit cards, or online payment platforms.

6. Refund Processing Timeline

  • Once your refund is approved, cash refunds are typically delivered within 3-5 business days, depending on the receiver’s location and availability.

  • In rare cases, such as remote delivery addresses or high-risk areas, delivery may take up to 7 business days. You will be kept informed throughout the process.

7. Important Notes and Customer Responsibilities

  • Please ensure that the receiver’s address and contact information provided at the time of shipment are accurate and up to date.

  • The receiver or authorized representative must be available at the agreed-upon time to receive the cash refund.

  • Failure to provide valid identification or authorization may result in delays or cancellation of the refund delivery.

  • Refunds are processed only for the original receiver listed on the shipment order, unless a valid authorization is provided.

8. Transparency, Security, and Customer Support

At ACTIVE SHIPPERS, your trust and satisfaction are our top priorities. Our refund process is designed to be transparent, secure, and customer-focused. If you have any questions about your refund status or need assistance at any stage, our dedicated customer service team is here to help.

9. Contact Us

For any inquiries regarding our Refund Policy or to initiate a refund request, please reach out to us:

  • Office Hours: Monday – Friday, 8:00 AM–6:00 PM

  • Email: safety@activeshippers.com OR info@activeshippers.com

  • Website Contact Form: Send Us a message

10. Policy Updates

This refund policy may be updated periodically to reflect changes in our practices or applicable laws. The latest version will always be available on our website. We encourage you to review this policy regularly.

Thank you for choosing ACTIVE SHIPPERS. We value your business and are committed to delivering peace of mind with every shipment.

Last updated: Dec 25th 2024

ACTIVE SHIPPERS – Delivering Trust, Reliability, and Excellence.