Terms of Service

5.1 Quotes are estimates

Prices shown at checkout are based on the information you provide (including size and weight) and the service you select. Quotes may exclude certain third-party charges until incurred (such as address correction fees, customs charges, redelivery fees, remote-area surcharges, storage/hold fees, or oversize/overweight adjustments billed by a Carrier).

5.2 Dimensional (Volumetric) Weight

Carriers may bill based on "chargeable weight," which is the greater of actual weight or dimensional (volumetric) weight. Dimensional weight may be calculated using industry standard formulas (for example, inches: L × W × H ÷ 139, though Carrier rules can vary by route and service).

5.3 Final billing adjustments (re-rating)

If the Carrier determines the actual dimensions/weight or characteristics of the Shipment differ from the information you provided, the Carrier may re-rate the Shipment and bill additional charges. You authorize LuggageToShip to recover such charges as described in Section 6.

6.1 Evidence request to dispute Carrier charges

If a Carrier bills an additional charge (including oversize/overweight or dimensional re-rating), we may contact you to request photos and measurements of the Shipment (including the labeled item and tape-measure photos) to support a dispute with the Carrier.

6.2 If the dispute is denied

If the Carrier denies the dispute (or if evidence is not provided in a reasonable time), we may send you a secure payment link for the additional amount. Unless otherwise stated, such payment links are valid for 3 days.

6.3 If unpaid

If the additional amount remains unpaid after the payment-link window, you authorize us to charge the original payment method on file for the additional amount where permitted. If charging fails, we may (at our discretion) suspend account access, limit future Services, and/or seek recovery of amounts due.

6.4 Discretionary waivers

In some cases, we may choose to waive or absorb certain charges as a goodwill gesture. Any waiver is at our sole discretion and does not create an obligation to waive fees in the future.

7.1 Pickup windows and availability

Pickup availability and timing depend on route, location, and Carrier operations. Pickup windows may be broad for certain services. Couriers do not always call ahead.

7.2 Drop-off

If you select drop-off, you must tender the Shipment to an approved Carrier location (not a drop box) and follow the instructions provided.

7.3 Delivery timing

Delivery dates are estimates, not guarantees. Delays can occur due to weather, customs, operational interruptions, address issues, remote-area constraints, recipient unavailability, or other factors outside our control.

7.4 Recipient availability

You are responsible for ensuring the recipient can accept delivery (or that the destination has a valid receiving process, such as a front desk/mailroom). Missed deliveries may result in Carrier holds, redelivery fees, or return-to-sender fees.

11.1 Processing time

We typically process Orders within 1 business day (or next business day if submitted after hours), but processing timelines can vary by season and operational constraints.

11.2 Modifications

• Before an Order is processed, we may be able to modify certain details.
• After processing, modifications may be limited and may require an administrative fee (up to $20) and/or Carrier fees.
• After the Carrier has collected the Shipment, modifications may be impossible or may require Carrier-approved intercepts and fees.

12.1 Cancellation eligibility

You may request cancellation at any time before the Carrier collects the Shipment. Once the Carrier has collected the Shipment, cancellation is not available.

12.2 No cancellation fee (but third-party costs may be non-refundable)

LuggageToShip does not charge a cancellation fee. However, if non-recoverable third-party costs have been incurred (including but not limited to Carrier fees, special handling, address corrections, delivery attempts, or services already rendered), such amounts may be deducted from the refund.

12.3 Refund method

Cancellation refunds are issued only to the original payment method.

12.4 Refund timing

Refunds are typically processed within 5–10 business days. Your financial institution or card issuer may take additional time to post the refund, and in some cases posting may take up to 15 business days.

12.5 Abuse prevention

To protect service integrity, we may limit repeated cancellations, require additional verification, or refuse service for suspected misuse, fraud, or abuse.

14.1 Carrier/insurer decision

Claims are subject to Carrier and/or insurer review and final decision. LuggageToShip is not an insurer.

14.2 How to file claims

Claims must be filed through LuggageToShip. Claims filed directly with a Carrier may be rejected and may reduce claim eligibility.

14.3 Deadlines (Domestic and International)

• Lost Shipment: must be reported within 5 business days of the estimated delivery date.
• Damage or Missing Items: must be reported within 3 business days after delivery.

14.4 Evidence required

You may be required to provide:

• Photos of the labeled Shipment
• Photos of damage (packaging and contents)
• Item list and value documentation
• Any other information requested by the Carrier/insurer

14.5 Pre-shipping labeled photos and coverage above $250

Shipments include free coverage up to $250 per package (subject to Carrier rules). For coverage above $250 (when offered), we strongly recommend providing clear pre-shipping photos of each fully labeled item before pickup/drop-off. If labeled photos are not received when required, coverage may be limited to $250 per package, even if additional coverage was selected.

14.6 Claim payouts (timeline and method)

If a claim is approved/resolved, payout is typically issued within 5–10 business days after approval. Compensation may be issued by refund or by check depending on the circumstances and eligibility.