Customer protection
Refunds, returns and damage
What we do to protect your shipment, what happens if something goes wrong, and the rules on deposits and cancellations, in plain language.
What we do for you
A written price first
You get a written quote before pickup. The rate confirmed in writing is the rate that applies.
Photos before packing
On Shop and Ship orders we send photos and receipts of everything we buy. If an item is wrong, we exchange it before it ships.
Checked at pickup
We weigh, measure, count and photograph your cargo. If anything differs from your description, we send a written adjustment before it ships.
Insurance for valuable cargo
Add declared value coverage in writing before shipment, or ask us for a cargo insurance referral. It is required for electronics over $2,500.
If something arrives damaged or goes missing
- Take photos of the item and the packaging.
- Send us your claim in writing (email or WhatsApp) with the photos within 15 days of delivery, or of the expected delivery date if the cargo is lost.
- We review it and reply in writing.
Our liability is the lesser of the item's actual cash value or $100 per barrel and $50 per box, unless you bought additional declared value coverage before shipment. We are not responsible for fragile items that were not properly packed, theft from unsecured cargo, or indirect losses. The full rules are in our Terms of Service.
Shop and Ship: wrong or faulty items
We check every purchase against your order before packing. Wrong items found here are exchanged or returned to the store before shipping, under that store's return policy. Once an item has shipped, store returns usually are not possible from West Africa, so please confirm sizes and colors in your list.
Deposits and cancellations
| Situation | What applies |
|---|---|
| Booking confirmed | A 30% deposit confirms your booking. It is non-refundable. |
| You cancel more than 24 hours before a driver is dispatched | The deposit is kept; no other fee. |
| You cancel after dispatch, are not there, or refuse the pickup | A minimum $150 pickup and return fee, plus any extra mileage. |
| Balance not paid by the due date | Storage of $15 per item per day ($25 per vehicle) until paid. |
Questions before you book? WhatsApp us or call +1 (551) 800-2125.