Prime Virtual Mail
Shipping & Customs Policy
Version 1.2 · Updated 2026-10-22
Effective from first public posting of this version; no retroactive waiver of rights.
1. Accepted routes and service levels
Available routes, carriers, pickup and delivery arrangements are confirmed for each shipment. A quote, label or tracking update does not by itself guarantee a delivery date. Any time-definite guarantee applies only if identified in the accepted order and subject to its legally effective conditions. We do not represent through this policy that the company holds a particular carrier, customs broker or ocean intermediary license.
2. Contents, value and packaging
Provide accurate contents, quantity, value, sender and recipient details. Disclose fragile, valuable, perishable or special-handling items and obtain shipment-specific acceptance before tendering. Packaging must be suitable for the selected method; repacking services and costs are agreed separately. Acceptance of a sealed package is not certification that its contents are lawful or accurately described. Where we undertake packing or handling, our own duty of care still applies.
3. Restrictions and dangerous goods
Applicable law and carrier rules determine acceptance. Batteries, aerosols, liquids, food, medicines, plants and hazardous materials may need permits, special packing, restricted routes or refusal. This is not an exhaustive prohibited-items list, nor a statement that every listed category is forbidden. Do not conceal a restricted item or assume acceptance merely because an online form allows an entry.
4. Customs and government decisions
Customs authorities determine classification, admissibility, examinations and duties or taxes. Accurate commercial documents and required identifiers must be provided; undervaluation and false descriptions are prohibited. The accepted order identifies the importer/exporter and the payer of duties, brokerage and other charges. Freight pricing does not include these amounts unless expressly stated. We cannot guarantee customs release, duty treatment or clearance timing, and remain accountable for our own agreed work and legal duties.
5. Billable weight and approved adjustments
Carrier rounding and dimensional-weight rules may make billable weight differ from entered or converted measurements. Address corrections, residential or remote delivery, return, redelivery, customs handling and other adjustments may affect charges if covered by the disclosed service terms. Additional charges follow the agreed authorization process and must be explainable. Displaying metric and imperial units does not create a separate pricing guarantee.
6. Delays, failed delivery and storage
Weather, customs action, government restrictions and carrier disruption can affect schedules. We will communicate material issues known to us and take reasonable steps within our responsibilities; an external disruption does not automatically excuse our own fault. Provide timely lawful instructions after failed delivery or an address issue. Storage or return costs require an agreed or other lawful basis. No automatic disposal, title transfer or sale follows from nonresponse or nonpayment; applicable notices and legal procedures must be followed.
7. Mode-specific rules and claims
US interstate motor carriage, international air carriage and ocean carriage can be governed by different statutes, conventions and transport documents. Warehouse services have separate care and storage rules. A single website deadline or liability amount does not replace those regimes. Review your shipment documents and the Claims Policy promptly if an incident occurs. Contacting us does not necessarily constitute a formal claim to the legally responsible carrier.