Shipping Policy

Last updated: May 3, 2025

1. Introduction

This Shipping Policy details the procedures, responsibilities, and guidelines related to shipping packages through Shipzen ("we," "us," or "our"). It complements our Terms of Service. By using our shipping services, you agree to this policy.

2. Receiving Packages at Our Facility

  • When ordering items from merchants, use the unique Shipzen address provided to you as the shipping address.
  • Ensure your name and unique suite/account number are clearly included in the address.
  • We will notify you once your package arrives at our facility and is processed into your account, typically within [e.g., 1-2 business days] of arrival. Processing may include photographing the label and external dimensions/weight measurement.
  • We reserve the right to refuse packages that are damaged upon arrival, appear to contain prohibited items, or do not have sufficient recipient information.

3. Storage

  • Packages received at our facility are typically stored free of charge for a period of [e.g., 30 days].
  • After the free storage period, storage fees may apply as detailed on our pricing page.
  • Packages left beyond [e.g., 90 days] without shipping instructions or payment may be considered abandoned and disposed of at our discretion, without liability.

4. Additional Services (Optional)

We may offer additional services upon request, subject to fees:

  • Consolidation:Combining multiple packages into a single shipment to potentially save on shipping costs.
  • Repackaging:Optimizing packaging to reduce dimensional weight or improve protection.
  • Content Photos:Photographing the contents of your package upon request.
  • Special Handling:Specific requests for fragile items, etc.

5. Shipping Process

  • Log in to your account to view received packages and initiate a shipment request.
  • Select the package(s) to ship, choose a shipping carrier and service level from the available options, and confirm the recipient address.
  • Declare the contents and value of the shipment accurately for customs purposes. You are responsible for the accuracy of this declaration.
  • Review the estimated shipping costs, insurance options, and any applicable service fees.
  • Submit payment for the shipment. Shipments will only be processed after payment confirmation.
  • We aim to dispatch paid shipments within [e.g., 1-3 business days]. You will receive tracking information once the shipment is handed over to the carrier.

6. Shipping Carriers and Delivery Times

  • We partner with various international carriers (e.g., DHL, FedEx, UPS, USPS, local postal services). Available options depend on the destination country and package characteristics.
  • Estimated delivery times provided are based on carrier information and are not guaranteed. Actual delivery times can vary due to factors like customs clearance, distance, weather, carrier operational delays, and local delivery infrastructure.
  • Shipzen is not liable for delays caused by carriers or customs.

7. Customs, Duties, and Taxes

  • You, the recipient, are the importer of record in the destination country.
  • You are solely responsible for understanding and complying with the import regulations of the destination country.
  • You are responsible for paying any applicable customs duties, taxes, import fees, or other charges levied by the destination country's authorities. These charges are separate from Shipzen's shipping and service fees.
  • Failure to pay duties and taxes may result in delays, return, or confiscation of the shipment by customs authorities. Shipzen is not liable for consequences arising from non-payment or customs disputes.
  • Accurate customs declarations (description of goods and value) are crucial. False or misleading declarations are illegal and can lead to severe penalties, including seizure of goods. You bear full responsibility for the information provided in the customs declaration.

8. Prohibited and Restricted Items

You are strictly prohibited from shipping items that are illegal, hazardous, dangerous, or restricted by origin country laws, destination country laws, or carrier policies. Refer to Section 6 of our Terms of Service for a non-exhaustive list. It is your responsibility to ensure your items are permissible for shipment. Attempting to ship prohibited items may result in account suspension, forfeiture of items, and legal consequences.

9. Shipping Insurance

  • Basic liability coverage for loss or damage may be included by the carrier, but it is often limited (e.g., typically up to USD $100 or a certain amount per kilogram, subject to carrier terms). This basic coverage may not cover the full value of your items.
  • We strongly recommend purchasing additional shipping insurance, especially for valuable items, to cover the declared value against loss or damage during transit.
  • Insurance options and costs will be presented during the shipment request process.
  • Insurance is typically provided by a third-party insurer and is subject to their terms, conditions, and exclusions (e.g., exclusions for improper packaging, prohibited items, certain types of goods, or delays). It generally does not cover customs seizures due to improper declaration or prohibited items.
  • Carefully review the coverage details, limits, and exclusions before purchasing insurance.

10. Claims for Lost or Damaged Shipments

  • If your shipment is lost or arrives damaged, notify Shipzen Customer Support immediately, typically within [e.g., 7 days] of delivery (for damage) or expected delivery date range (for loss). Timely reporting is crucial for claim eligibility.
  • Provide tracking number, detailed description of the issue, photographic evidence of damage (including packaging), and proof of value (invoices).
  • We will initiate a claim with the carrier and/or insurance provider on your behalf. Claim processing times vary by carrier/provider.
  • Cooperation is required: You may need to provide additional information or documentation requested by the carrier or insurer.
  • Claim approval and settlement amounts are determined by the carrier and/or insurance provider based on their terms, liability limits (including the basic limit if no additional insurance was purchased), and the evidence provided. Shipzen facilitates the claim process but does not guarantee claim approval or payout amounts beyond the carrier/insurer's determination.
  • Claims for uninsured shipments, or for amounts exceeding purchased insurance coverage, are subject to the carrier's standard limited liability (often around USD $100 or per kg), which may be significantly less than the item's value.

11. Undeliverable Shipments

If a shipment is deemed undeliverable by the carrier (e.g., incorrect address, recipient unavailable, refusal to pay duties), it may be returned to sender (Shipzen facility) at your expense, held by customs, or abandoned/destroyed by the carrier according to their policies. You are responsible for any return shipping fees, storage fees, or disposal costs.

12. Policy Changes

Shipzen reserves the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting the updated policy on our website.

13. Contact Us

For questions regarding this Shipping Policy, please contact Shipzen Customer Support:

Email: support@shipzen.net
[Link to Contact Page or Dashboard Support Section]