Refund & Cancellation
Your trust is our top priority. Review our straightforward guidelines designed to protect you and ensure a seamless shipping experience.
Understanding Our Refund Process
We process thousands of shipments daily. To maintain efficiency and fairness, our refund policies are strictly structured based on delivery status, customs, and operational phases.
Please review the rules below to understand when a refund is applicable, what fees are non-refundable, and how we handle special cases like lost or delayed packages.
No Refund After Delivery
Once a shipment is delivered successfully to the destination, no refund will be provided under any circumstances.
Non-Refundable Fees
Shipping charges, service fees, documentation charges, customs duties, and third-party carrier fees are non-refundable.
Cancellation Before Pickup
You may cancel before pickup for a partial refund (minus admin fees). Once processed or picked up, refunds are not possible.
Delayed Delivery
Refunds are not granted for delays caused by customs, severe weather conditions, airline issues, or operational challenges.
Confiscated Shipments
Shipments seized by customs authorities due to illegal, prohibited, or undeclared items are completely ineligible for refunds.
Lost or Damaged Packages
Refunds apply only if insurance was purchased. Claims must meet coverage rules and require photos, an invoice, and proper documentation.
Incorrect Address Issues
No refund is provided for failed deliveries caused by a wrong address, incomplete address, or if the receiver is unavailable.
Return Charges
If the receiver refuses delivery or refuses to pay customs duties, the shipper assumes full responsibility for all return charges.
Refund Timeline
Approved refunds are processed and officially credited to your original payment method within 7–14 business days.
Cancellation Terms
We know plans change. If you need to stop a shipment, timing is everything. Our cancellation windows are designed around our dispatch schedules.
If your package is still at your location, we can help. Once our drivers have taken possession of the cargo, the logistics chain is activated and cancellations can no longer be processed.
Before Shipment Pickup
Cancellations requested prior to the physical pickup of the package may receive a partial refund based on standard processing fees.
After Shipment Pickup
STRICTAbsolutely no cancellations or refunds will be honored once the shipment has been physically handed over to our operations team.
Special Case Handling
For specific operational or legal reasons, Xpress Cargo may proactively cancel a shipment. In such scenarios, an applicable refund will be provided.
Still have questions?
Our dedicated support team is available 24/7 to help clarify any policy details regarding your specific shipment.