This policy explains when you can cancel a shipping label bought through VinShips, how refunds work, and what to do if a package is damaged or lost. It forms part of our Terms of Service.
1. Cancelling an unused label
You can cancel a label you have not used. Open the shipment in your account and choose Cancel Label. A label counts as used once the carrier scans it, for example at drop-off, pickup or in transit.
- [Cancellation window: how many days after purchase a label can be cancelled.]
- Do not ship a package with a label you have cancelled. If the carrier scans a cancelled label, the shipment may be charged again.
2. How refunds are issued
A refund for a cancelled label is issued after the carrier confirms the label was not used. Each carrier sets its own void rules and timelines, so some refunds take longer than others.
- [Refund method: for example to the original payment method or as account credit.]
- [Refund timeframe: how long after the carrier confirms a refund reaches the customer.]
3. When a refund is not available
- The label was scanned or used by the carrier.
- The cancellation was requested after the cancellation window in section 1.
- The charge is a carrier adjustment for a shipment that was delivered (see section 4).
4. Carrier adjustments
Carriers can bill adjustments after a package ships, for example when the measured weight or box size is different from what you entered, for address corrections, or for extra surcharges. Adjustments are passed through to your account.
[Describe how customers can dispute an adjustment and what evidence they should send.]
5. Late deliveries and service guarantees
VinShips does not guarantee delivery dates or times. Any money-back guarantee is offered by the carrier, follows the carrier's terms and can be suspended by the carrier, for example during peak season.
[State whether VinShips files guarantee refund requests with the carrier for customers, and how.]
6. Damaged or lost packages
Most carrier services include liability coverage up to $100 of declared value. If you added insurance for a higher value when you created the shipment, that coverage applies instead, under the terms of the carrier or insurance provider.
To report damage or loss, contact us with:
- the tracking number;
- photos of the box, the packing material and the damaged item, if it arrived damaged;
- proof of the item value, such as an invoice or receipt.
Keep the box and packing material until the claim is closed. The carrier may ask to inspect them.
- [Claim deadline: how many days after the delivery date (or expected delivery date for lost packages) a claim must be reported.]
- [Describe who files the claim with the carrier and how customers are paid when a claim is approved.]
7. Contact
Questions about a refund or a claim: email support@vinships.com with your tracking number, or write to [Company legal name], [Company mailing address].