Shipping & documentation, plainly stated.
How we ship containers, what happens if something arrives damaged, and how returns work in a B2B export context. Concise, no legalese.
Incoterms, transit, and what’s included.
If something arrives wrong.
01Notify us within 7 days of arrival.
Email [email protected] with: BL number, item SKU, quantity affected, photos showing damage, and the original packing list page. We acknowledge within 24 hours.
02We assess + propose remedy within 5 working days.
Typical outcomes depending on case: (a) replacement at no charge in your next shipment, (b) credit note against your next PI, or (c) partial refund where replacement isn’t practical.
03In-transit damage is covered by insurance.
When shipped CIF, cargo insurance is included — we file the claim on your behalf and pass the proceeds through. FOB shipments are the buyer’s freight forwarder’s insurance domain, but we’ll provide all documentation needed.
04Quality issues are rare. We track them.
Five-stage QC catches most defects pre-shipment. Industry-typical defect rate is <0.5 %, ours is <0.2 % over the last 5 years. Defective-batch root-cause shared with you in writing on request.
How claims work in a B2B export context.
Returns and B2B containers don’t mix — once a container is shipped, return freight + import duties make it uneconomic for both sides. Our policy below reflects that reality.
One desk handles every shipment query.
Faster to write than to read this page in full — tell us the BL number or PI number and your question, we’ll have an answer in the same email thread.
