At Flying Express, customer satisfaction is our top priority. We strive to provide reliable and efficient shipping services. However, we understand that sometimes things may not go as planned. This Returns and Refunds Policy outlines the conditions under which you can request a refund for our services.

1. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

  • Service Failure: If we fail to deliver your shipment within the estimated delivery timeframe and it is not due to unforeseen circumstances beyond our control (such as customs delays, natural disasters, or incorrect shipping information), you may request a refund for the shipping fees.

  • Lost Shipments: If your shipment is declared lost after our investigation, you may be eligible for a full or partial refund of the shipping fees.

  • Cancellations: You can cancel your shipment and request a refund only before the shipment has been dispatched. After dispatch, cancellations are not allowed, and refunds will not be issued.

  • Damaged Goods: If your shipment arrives damaged due to mishandling during transit by Flying Express, we will compensate you according to our claims policy, which may include a partial or full refund, depending on the extent of the damage.

2. Non-Refundable Services

Refunds will not be issued in the following circumstances:

  • Incorrect Shipping Information: Refunds will not be issued if your shipment is delayed, returned, or undelivered due to incorrect or incomplete shipping information provided by you.

  • Prohibited Items: Shipments containing prohibited or restricted items that are confiscated or delayed by customs or other authorities are not eligible for refunds.

  • Acts Beyond Our Control: Delays caused by weather conditions, natural disasters, labor strikes, customs delays, or other factors beyond our control do not qualify for refunds.

3. Refund Process

If you believe you are eligible for a refund, please follow these steps:

  1. Contact Us: Reach out to our customer support team within 7 days of the delivery date or from the date you expected your shipment to arrive. Provide your tracking number, shipment details, and the reason for your refund request.

  2. Investigation: Once we receive your request, we will conduct an investigation to assess the situation. This process may take up to 10 business days.

  3. Refund Approval: If your refund request is approved, we will issue a refund to your original payment method. Refunds may take 5–10 business days to appear in your account, depending on your payment provider.

4. Partial Refunds

In some cases, a partial refund may be issued if only part of the service was affected (e.g., delay in a multi-leg shipment where part of the journey was completed on time). The partial refund will be calculated based on the portion of the service that was not fulfilled as expected.

5. Claims for Damaged Goods

If your shipment arrives damaged, you may file a claim with Flying Express. Please follow these steps:

  1. Report the Damage: Contact us within 48 hours of receiving the damaged goods and provide photos of the damage, a description of the condition, and the packaging.

  2. Inspection: We may arrange an inspection or ask for further documentation to verify the claim.

  3. Resolution: If the claim is validated, we will offer compensation, which may include a full or partial refund of the shipping fees or reimbursement of the declared value of the damaged goods (subject to the insurance coverage or limits outlined in our shipping policy).

6. Late or Missing Refunds

If you have been approved for a refund but have not received it after 10 business days, please follow these steps:

  • Check Your Bank Account: Verify if the refund has been posted by your bank.
  • Contact Your Payment Provider: Some banks or credit card companies may take additional processing time before a refund is officially posted.
  • Contact Us: If you’ve completed the above steps and still haven’t received your refund, please contact our customer support team for further assistance.

7. Changes to this Policy

Flying Express reserves the right to update or modify this Returns and Refunds Policy at any time. Any changes will be posted on our website, and your continued use of our services constitutes acceptance of the updated policy.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

Email: info@flyingxpress.com