Our Return and Refund Policy
At Express Prime Carrier, we strive to deliver every shipment safely, securely, and on time. We understand that unexpected situations can occur, and our goal is to provide clear, transparent support whenever they do. Please review our Return and Refund Policy below for detailed information about cancellations, refunds, and shipment-related concerns.
Our Return and Refund Policy applies to all shipping and logistics services provided by Express Prime Carrier. As a logistics service provider, we do not accept returns of shipments once they have been successfully delivered. However, in certain circumstances, customers may qualify for a refund, partial refund, or compensation depending on the nature of the issue and the terms of service.
If you need to cancel a shipment, please notify us as soon as possible. Cancellation requests submitted before shipment pickup or processing begins may qualify for a full refund. Once shipment processing or transportation has commenced, cancellation fees or service charges may apply.
Although we take every precaution to protect your cargo during transportation, unexpected incidents can occasionally occur. If your shipment arrives damaged or appears incomplete, please follow these steps:
Where applicable, compensation will be handled according to the shipping service selected, applicable insurance coverage, and our shipping terms and conditions.
While we strive to deliver every shipment on schedule, delays may occasionally occur due to customs procedures, weather conditions, transportation disruptions, government regulations, or other circumstances beyond our control. Our team will provide timely updates and work diligently to complete your delivery as quickly as possible.
If a shipment cannot be delivered or is believed to be lost during transportation, our logistics specialists will immediately begin an investigation. Should the shipment be officially declared lost, compensation will be determined according to the shipment’s declared value, insurance coverage, and applicable shipping agreement.
Approved refunds are typically processed using the original payment method. Processing times may vary depending on your financial institution or payment provider. Our customer service team will keep you informed throughout the refund process.
Refunds are generally not available once a shipment has been successfully delivered according to the agreed shipping terms. This includes:
Optional services such as express delivery, cargo insurance, special handling, warehousing, or custom logistics solutions may become non-refundable once those services have been initiated or completed.
Refunds or partial refunds are considered only when services cannot be completed as agreed or where required by applicable laws or contractual obligations. Circumstances beyond our reasonable control—including severe weather, customs inspections, labor disruptions, government actions, or natural disasters—may affect delivery schedules and generally do not qualify for refunds.
If you have any questions regarding our Return and Refund Policy, require assistance with a shipment, or wish to submit a claim, our customer support team is ready to help.