Introduction

At Flash Freight Express, we strive to provide top-quality freight services and ensure your shipments arrive safely and on time. However, we understand that issues may arise that require returns or refunds. This policy outlines the conditions and process for returns, cancellations, and refunds for services provided by Flash Freight Express.

1. Cancellations

1.1 Before Shipment Pickup

  • Full Refund Eligibility: If you need to cancel your order and the shipment has not yet been picked up, you are eligible for a full refund of the shipping fees, minus any applicable administrative fees.
  • How to Cancel: To cancel a shipment, please contact our customer service team at info@flashfreightexpress.com as soon as possible. Please include your order number and shipment details.

1.2 After Shipment Pickup

  • Once your shipment has been picked up by Flash Freight Express, cancellation is no longer possible. However, you may still be eligible for a partial refund if a return shipment is requested. Please see Section 2 on returns for more details.

2. Returns

2.1 Return Shipment Requests

  • If your shipment has already been picked up but not yet delivered, you may request a return of the shipment to the original sender.
  • Return Fees: Return shipments are subject to additional fees based on the original shipping cost and distance. These fees will be communicated to you at the time of the return request.
  • To initiate a return, contact our customer service team with your shipment tracking number and the return reason.

2.2 Undeliverable Shipments

  • In cases where a shipment is undeliverable due to incorrect address information, the recipient’s unavailability, or refusal to accept the shipment, Flash Freight Express will attempt to contact the sender for further instructions.
  • Return or Disposal: If the sender cannot be reached or no alternative delivery instructions are provided, the shipment may be returned to the sender at the sender’s expense. In certain cases, disposal fees may apply if the shipment cannot be returned.

3. Refunds

3.1 Eligibility for Refunds

Refunds may be issued under the following circumstances:

  • Shipment Cancellations: As outlined in Section 1, full refunds are available for shipments canceled prior to pickup.
  • Delayed Shipments: If Flash Freight Express fails to deliver a shipment within the guaranteed delivery window (where applicable) and the delay is not caused by events beyond our control (such as weather, natural disasters, or customs delays), you may be eligible for a partial or full refund of the shipping fees.
  • Damaged or Lost Shipments: In the rare event that a shipment is lost or damaged in transit, Flash Freight Express will investigate the claim and may issue a refund based on the value of the goods and the level of insurance coverage purchased.

3.2 Non-Refundable Situations

The following situations do not qualify for a refund:

  • Incorrect or incomplete shipping information provided by the customer.
  • Delays due to factors beyond our control, such as weather, customs inspections, or government restrictions.
  • Perishable or fragile items that were not properly packaged, resulting in damage.
  • Shipments containing prohibited or restricted items (see our Terms and Conditions for more details).

3.3 Refund Processing

  • How to Request a Refund: To request a refund, please contact our support team at info@flashfreightexpress.com with your shipment details, order number, and the reason for the refund request.
  • Refund Method: All refunds will be processed using the original payment method (credit card, bank transfer, etc.) used during the transaction. Refunds will typically be processed within 7–10 business days after approval.

4. Claims for Lost or Damaged Shipments

4.1 Filing a Claim

If your shipment has been lost or damaged in transit, you can file a claim with Flash Freight Express for compensation. Please follow these steps:

  • Submit the Claim: File a claim within 7 days of the delivery date (or the estimated delivery date for lost shipments). Provide all required documentation, including proof of value, photos (in the case of damage), and the shipment tracking number.
  • Investigation Period: We will investigate the claim and respond within 14 business days. Claims that require additional time for review will be communicated to you.
  • Insurance Coverage: Compensation will be based on the declared value of the shipment and the level of insurance purchased at the time of booking. If no additional insurance was purchased, Flash Freight Express’s standard liability limits will apply.

4.2 Resolution

Once a claim has been approved, Flash Freight Express will offer compensation for the lost or damaged goods in accordance with the insurance coverage or standard liability limits. Refunds or replacements will be issued promptly after the investigation is complete.

5. Contact Us

If you have any questions or need assistance regarding returns, refunds, or cancellations, please contact our customer service team:

Flash Freight Express
Email: info@flashfreightexpress.com

6. Changes to This Policy

Flash Freight Express reserves the right to update or modify this Returns and Refund Policy at any time. Any changes will be posted on this page with the updated policy date.