Refund Policy

We offer a money-back guarantee for our services¹. This guarantee can be suspended, modified or revoked at our sole discretion without prior notice to you.

1. Money-Back Guarantee. For Ghana.-based payers, we will, at our option, and upon request, either refund or credit to the applicable invoice only your transportation charges if we deliver a shipment 60 seconds or more after the applicable delivery commitment time. The money-back guarantee applies to shipments tendered using the following services: Express Diplomatic Courier International First, Express Diplomatic Courier International Next Flight, Express Diplomatic Courier International Priority, Express Diplomatic Courier International Priority Freight, Express Diplomatic Courier International Economy, Express Diplomatic Courier International Economy Freight, Express Diplomatic Courier International Priority DirectDistribution, Express Diplomatic Courier International Priority Direct Distribution Freight and Express Diplomatic Courier International Premium. It does not apply to Express Diplomatic Courier International MailService. This money-back guarantee is your exclusive remedy in the event of a service failure for the recovery of all or any portion of the Express Diplomatic Courier charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of charges for a service failure. There are no delivery commitments for shipments on which the money-back guarantee is suspended.
2. Limitations. The following limitations apply:
   1. Credits for transportation charges will be applied to the payer's account only, and refunds will be made payable to the payer only.
   2. Only one refund or credit is permitted per package. In the case of multiple-piece shipments, this money-back guarantee applies to each package in the shipment. If a service failure occurs for any package within the shipment, a refund or credit will be given only for the portion of the transportation charges applicable to that package. For Express Diplomatic Courier International Priority DirectDistribution and Express Diplomatic Courier International Priority DirectDistribution Freight, the money-back guarantee is prorated based on the number and weight of packages within the shipment where delivery is not completed by the service commitment.
   3. A credit or refund under our money-back guarantee policy will be applied only against charges for the shipment giving rise to the credit.
   4. An exact delivery commitment time can be obtained only by telephoning International Customer Service and supplying us with all of the following:
      1. Commodity being shipped
      2. Date of the shipment
      3. Exact destination
      4. Weight of the shipment
      5. Value of the shipment
      
      Any transit time published in the Express Diplomatic Courier Service Guide or elsewhere, or quoted by Customer Service without the above five required facts, is only an estimate and is not a stated delivery commitment time. You agree that our records regarding quoted delivery times will constitute conclusive proof of any such quotes.
   5. If a delivery later than the original delivery commitment time is requested by the shipper or recipient before the first delivery attempt is made, the delivery commitment time for application of the money-back guarantee policy will be adjusted to account for the requested delivery date and/or time. However, the money-back guarantee may not apply to certain shipments for which the recipient has requested to modify or customize delivery through methods approved by Express Diplomatic Courier.
   6. If the shipper or recipient informed Express Diplomatic Courier that the recipient location is closed on a certain day or at a certain time, the delivery commitment time for application of the money-back guarantee policy will be the next business day at the delivery commitment time for the service originally selected.
   7. This money-back guarantee does not apply to requests for invoice adjustment based on overcharges (see the Billing section) or shipments to P.O. box addresses acceptable for delivery (see the Post Office Box Addresses section).
   8. The money-back guarantee for shipments destined for our extended service areas applies only to the portion of the transportation provided directly by us.
   9. This money-back guarantee applies only to transportation charges paid by U.S.-based payers and does not apply to duties, taxes or other charges, including ancillary clearance service fees.
   10. Holidays in international locations will affect our transit times. Contact International Customer Service for information on delivery commitments that may be affected due to the observance of these holidays. Deliveries normally scheduled to be made on the day of holiday observance will be rescheduled for delivery on the next business day. The delivery commitment for application of the money-back guarantee policy will be extended for a period equal to the length of the holiday.
   11. If the sender or recipient specifies a customs broker other than Express Diplomatic Courier or the broker selected by Express Diplomatic Courier (where this service is available), notification may be given to the broker by 12 p.m. on the first business day the shipment is available for customs clearance in the destination country, and such notification constitutes timely delivery.
   12. For Express Diplomatic Courier International Next Flight service, the quoted delivery time may be changed for many reasons, including, but not limited to, the following: flight delays or cancellations due to air traffic control, weather or mechanical problems. If the delivery commitment is changed, the money-back guarantee will only be applicable to the latest quoted delivery time.
3. Exceptions. Express Diplomatic Courier will not be obligated to refund or credit your transportation charges if:
   1. We provide you with proof of timely delivery, consisting of the date and time of delivery and, if applicable, the name of the person who signed for the shipment, or service-exception information reflecting that the failure to deliver timely resulted from circumstances described under the Liabilities Not Assumed section.
   2. The service failure resulted, in whole or in part, from any of the circumstances described under the Liabilities Not Assumed section.
   3. The payer's Express Diplomatic Courier account number was not in good credit standing, or payment instructions were invalid, and delivery was delayed until payment arrangements were secured.
   4. The shipment was scheduled for delivery on the Wednesday immediately prior to Thanksgiving via any Express Diplomatic Courier Express international or Express Diplomatic Courier Express Freight international service, and was delivered within 90 minutes of the published delivery commitment time for the selected service and destination.
   5. The shipment was scheduled for delivery during the seven calendar days before Christmas Day via any Express Diplomatic Courier Express international or Express Diplomatic Courier Express Freight international service, and was delivered by the end of the day on the published delivery commitment date for the selected service and destination.
   6. The shipment was undeliverable or returned.
   7. The shipment contained dangerous goods or dry ice.
   8. The shipment was delayed due to an incorrect address or to the unavailability or refusal of an appropriate or eligible person to accept delivery or sign for the package.
   9. The shipment was delayed due to customs or regulatory delays, including, but not limited to, any delays resulting from compliance with advance notice or prior notice requirements.
   10. The delay in delivery was caused by adherence to Express Diplomatic Courier policies regarding the payment of duties and taxes prior to customs clearance or at delivery.
   11. Incorrect Express Diplomatic Courier tracking numbers were applied to the subject package or shipment by customers using Express Diplomatic Courier electronic shipping devices.
   12. Complete recipient information was not provided at the time of tender to Express Diplomatic Courier. Complete recipient information must be provided on either the air waybill or through any Express Diplomatic Courier electronic shipping device.
   13. You did not book an international freight shipment as required.
4. Refund or Credit Requests. Refund or Credit Requests. To qualify for a refund or credit due to a service failure, you must notify us of the service failure and request a refund or credit of your transportation charges in compliance with the conditions listed below. If you do not comply with these conditions, you are not entitled to receive a refund or credit and cannot recover compensation for a service failure in any lawsuit.
   1. You may request a refund or credit of transportation charges due to a service failure in the following ways:
      1. Use our internet application Express Diplomatic Courier Billing Online at Express Diplomatic Courier.com if you are a registered user; or
      2. Submit your request through the invoice adjustment feature at Express Diplomatic Courier.com; or
      3. Submit the request via our telephone invoice adjustment system.
   2. Your notification of a service failure must include your Express Diplomatic Courier account number, if any; the Express Diplomatic Courier tracking number; and the date of the shipment.
   3. All requests for refund or credit of transportation charges must be received via one of the approved channels within 15 calendar days of the invoice date or within 15 calendar days from the ship date if you are paying by credit card or in advance by cash, check or money order.
   4. A partial payment against an invoice is not considered a request for invoice adjustment or notice of a refund request. A notification of the reason for an unpaid charge with your payment is not considered a request for an invoice adjustment or notice of a refund request if the reason relates to a service failure.

¹Offer void where prohibited by law.