Service Guide

I. Definitions
All capitalized terms used in this Service Guide shall have the meanings ascribed to
them in the Terms & Conditions available at Shipglobal’s Terms & Conditions page, unless
the context otherwise provides or requires.

II. Methodology for Pricing
With respect to Shipments, We have specific weight and size limitations for each
indicital Shimen in thy rely leis the stiping indon to or location: to
of all Your Shipments collectively or on the number of boxes in each of Your Shipment.
For the purposes of calculating the price of each Shipment, the actual weight or
volumetric weight, whichever is higher will be considered as the billable weight.
Volumetric weight of a Shipment will be system calculated at the time of booking in the
panel of the Platforms. The formula used to calculate the volumetric weight is:
length(cm) x breadth(cm) & height(cm) divided by 5000.
For example, if a shipment has the following dimensions:
Length 30cm
Breadth 25cm
Height 40cm
The volumetric weight will be – 30 x 25 x 40 / 5000 = 6 KGs

III. Customer Journey After Booking of Shipment on the Platforms
Depending upon the pick-up location, You will be shown two options at the time of
o o k i n g S h i p m e n t s . e
No king Ship contes ither him elis top our doseste Lie Trom the location provide
by You), or alternatively You can select Self-Ship wherein, You are required to drop of
the Shipments to Our nearest hub.
Once Your Shipment reaches Our hub, it is scanned, weighed and sorted as per the
destination location and service selected. In case, there is any weight discrepancy in the
weight mentioned and the weight recorded, it is put on hold and an email notification is
sent to You for approval. Once approved it is connected to its destination. Once the
package leaves Our hub, there is no additional weight discrepancy that will be debited
to Your account later.
In case of international shipments, upon Shipments reaching the destination country
after clearing the customs in India, the Shipments are custom cleared in the destination
country and the Shipments are received at our local office from where it is forwarded to
the last mile shipping carrier. Our final mile delivery Shipping Vendors vary from
country to country like in the USA our Shipping Vendors are UPS, USPS and Fedex,
and in Europe our Shipping Vendors are DPD or postal networks and in Canada our
Shipping Vendors are Canada Post and UPS. It be noted that Our Shipping Vendors may
change from time to time. In case of branded networks like DHL, UPS, FedEx &
Aramex, the Shipments are connected to their respective hubs in Delhi itself and the
entire journey of the Shipment is available on their tracking numbers on their respective
websites.
Delivery Attempts) & RTOs: Al Shipments are attempted to be delivered at least once,
in many cases deliveries are attempted twice depending upon the last mile Shipping
Vendor’s policy. In case no one is available to receive the packages, the Shipments
maybe:

Dropped with the neighbour;
Dropped to the local post office for pickup by the Customer;
Dropped in a secure location outside the house or mailbox of the Customer.
RTO under Ship Global Direct Service: If any Shipment is undeliverable due to the
below mentioned reasons, the shipment will be forwarded back to Our or Our partner’s
local office in the destination country. The RTO charges wil be billed to Your account
and the package will be destroyed in most cases, except USA and Europe.
Re-forwarding option is available for USA, Europe and the charges for the same will be
e x t r a .
RTO under branded networks – DHL, FedEx, UPS & Aramex: If any Shipment is
undeliverable due to the below mentioned reasons it will be forwarded back to You in
India, in case it is not destroyed by the Shipping Vendor (depending upon the internal
policy of the respective Shipping Vendor) in the destination country – and the applicable
RTO charges will be billed to Your account. Also, if the RTO is due to non-payment of
any duties and taxes by the Customer – it will be returned and billed to Your account.
Reasons for Shipment being Undeliverable:
Incorrect address mentioned at the time of booking and/or on the
Shipment; – Missing/incomplete information like apt number, street name
etc. – Customer refused to accept the Shipment at the time of delivery
Customer refused to pay the taxes and/or duties.
Ship Global reserves the right to return to the User, the Shipments which are not
accepted by the Customer for any reason whatsoever, and to apply the RTO (return to
origin) charges as per the prevailing rate.
In case of non-acceptance of the RTO Shipment by the User or in case the User is not
reachable for RTO Shipment, Ship Global reserves the right to levy suitable
demurrage/incidental charges for extended storage of such products for any period
exceeding 7 (seven) days from initiation of the returns and up to 45 (forty-five) days
from such date. In case of non-acceptance of the Shipment beyond 10 (ten) days from
the first RTO undelivered date/first RTO delivery attempt date, Ship Global has the right
to dispose such products and the User will forfeit all claims in this regard towards the
Ship Global. Also, User will be required to pay charges for disposing the Shipment,
along with all other charges (including demurrage/incidental charges).
IV. Ship Global’s Refund and Liability Policy
Claims Maintainable: Our goal is to fulfil all Your Shipments securely however if
anything goes wrong, we’ve got you covered! You may be entitled to file a claim and
get compensation in the following circumstances:
Case 1: No first sean by the last mile carrier in the destination country (i.e. for example
You booked a shipment via Ship Global Direct service to the USA, and the last mile
Shipping Vendor like UPS was generated but no scan is showing there.)
In case of 0-100g shipments, the claim amount will be 30% (thirty percent) of invoice
value plus shipping charges, with a maximum capping of Rs. 1,000/- (Indian Rupees
One Thousand Only) inclusive of the shipping charges paid/payable by You.
For all shipments above 100g, the claim amount will be 30% (thirty percent) of the
invoice plus shipping charges, with a maximum amount of Rs.4,000/- (Indian
Rupees Four Thousand Only) inclusive of the shipping charges paid/payable by You.
Case 2: No delivery scan by the last mile Shipping Vendor or the Shipment is Lost in
transit.
This is a rare case wherein the Shipment has been delivered by the last mile Shipping
Vendor but the scanning does not show the final delivery scan – as it is handled by the
postal service of the destination country. In case your customer claims for non-delivery
and a refund have been made from your side to the customer You may claim for a
refund. Claim will be processed as per Claim Policy mentioned below upon
presentation of buyer-seller chat along with proof of refund. In case of branded
networks like DHL, UPS and Fedex, the claim and timeline will be as per the respective
carrier’s policy.
To file a claim, please share the Ship Global AWB along with the relevant documents
at claims@shipglobal.in
Case 3: Package lost before inwarding in Delhi Hub
If pickup is done by Ship Global’s team refund will be as per policy (mentioned below)
in case of 3PL (third party logistics) only the shipping charges will be refunded.
No Claims Maintainable: You will be entitled to claims only in the specific
circumstance mentioned above, and Ship Global shall not be liable to entertain any
claims in any other circumstances including the below:

non-delivery occurs on account of a mistake by you (i.e. wrong name or address or
any other wrong information). In such a situation, reconnection of Shipment, if
possible, shall be intimated to You by Ship Global with applicable extra cost that
shall be incurred for reconnection. However, You hereby agree and acknowledge
that reconnection of shipment is not guaranteed, which Ship Global may undertake
at its sole discretion ;
if Shipment is detained by customs or similar authority:
if a delivery attempt has been made but delivery has not been able to be completed
for any reasons whatsoever;
if the Shipment is damaged/ leaking/tampered with /or pilfered with on account of
poor packaging of the Shipments):
if Shipping Vendor does not provide for refund in the given circumstance;
if Shipping Vendor claims the Shipment is delivered then it will be considered
delivered and no refund claims to be entertained;
Process and Terms To Make Claim: Notwithstanding anything contained herein or
elsewhere, the claim policy shall be only applicable for ShipGlobal Self-Services i.e.
ShipGlobal Super Saver, ShipGlobal Direct, ShipGlobal Economy, ShipGlobal First
Class, ShipGlobal Express, ShipGlobal Premium, ShipGlobal Premium UPS Ground,
ShipGlobal eCommerce DHL and ShipGlobal CA Special), and for branded networks
like DHL, fedEx, Aramex and UPS their respective refund/return policy shall apply.
The following process/points need to be followed/complied with respect any claims):
If You have any claim, You are requested to send Your claim to cs@shipglobal.in
with all supporting documents.
After receiving your claim request Ship Global’s support team will investigate the
issue and contact the local office/Shipping Vendor to search for the Shipment and
access the Claim.
Upon completion of investigation Ship Global will communicate the result to You or
seek further information from you if required;
Ship Global endeavours to close each claim for refund within a period of 15 (fifteen)
days from receiving a complaint from You. Please note while it is Ship Global’s
endeavour to close each refund case at the earliest, in certain cases it may require
assistance of Shipping Vendors, which may require additional time.
In the case You have availed of Ship Global Direct services, and the Shipment has
ot been delivered within 30 (thirty) day of pick-up of the Shipment, You shall be
entitled to refund in terms of this Service Guide, provided there is no dispute. In case
of dispute, time will be calculated 1 day after the dispute is resolved. In any cases
other than Ship Global Direct services or in case any additional docs are required the
30 (thirty) days refund policy will not be applicable.
For any claim to be valid, the following points need to be observed by You to the
extent applicable:
a. claims shall be made at the earliest, however no claims shall be considered by
Ship Global if a period of 60 (sixty) days has lapsed from the date of the inward
scan;
b. if any information is passed to You regarding the Shipment being stuck or
undelivered or for RTO, and You don’t revert within a period of 7 (seven) days of
the date of the said communication, then the Claim shall not be considered by
Ship Global;
c. if the Shipment in question shows scan status of ‘out for delivery’ or ‘awaiting
delivery’, then no claim shall be entertained unless the chat record/screenshot
with Customer is provided;
d. for any claims by You regarding non-connectivity of the Shipments) (le. where
the User is claiming that the Shipments) have been picked up but not connected
forward or scanned at the hub) – the signed copy of the manifest sheet of the
pick-up against the disputed Shipments) have to be submitted along with the
claim request by the User within 3 (three) days from the pickup date. Without the
signed manifest no claim shall be maintainable;
e. in case of a damaged/pilfered/tampered/pressed/leaked Shipments), Customer
shall mention negative remarks on POD (proof of delivery) copy to get claim for
the Shipment. In the absence of any negative remarks on POD copy clearly
stating such damage/pilferage/tampering/pressing/leakage, no claim shall be
maintainable; and
f. Claims for any kind of damage/pilferage/tampering/leakage of the Shipment shall
be entertained by Ship Global only if made within a period of 48 (forty-eight)
hours from the receipt/delivery of the Shipment and if the outer packaging done
by Ship Global or Shipping Vendor is damaged/altered/tampered. However, if the
outer packaging done by the Ship Global or Shipping Vendor is intact and not
tampered with, in such a case. n o claims) for
any
damage/pilferage/tampering/leakage shall be entertained by Ship Global.
V. Handling Charges, Remote Area Charges, Reforwarding Charges and other Charges
Shipping Charges: Shipping charges in case of ShipGlobal branded services shall be
charge as per actual.
If Shipment is customs detained – additional charges will be applicable as per actual
Handling Charges: Please note handling charges shall be applicable at the rates stated
below plus GST, or amended from time to time:

Perfume/Spray: Rs.200/- per Shipment
Less than 2 kgs – NIL
Cosmetics – Rs. 80 per kg
Watches Rs 100 per kg
Herbal Products Rs. 80 per kg
Battery Rs. 200 per kg
Flammables Rs. 200 per kg
Electronics Rs. 80 per kg
Ghee Rs. 200 per kg
Agarbatti Incense Sticks Rs. 200 per kg
Please note that handing charges set out above are for a maximum Shipment weight of:
In case of USA: 22 KGs (volume or dead weight whichever is higher) – In case of
UK: 30 KGs (volume or dead weight whichever is higher) – In case of Europe: 30KGs
(volume or dead weight whichever is higher) – In case of Australia/NZ: 20 KGs
(volume or dead weight whichever is higher) – In case of Canada: 20 KGs (volume or
dead weight whichever is higher) – In case of package volume or dead weight is higher
than above mentioned slabs
there will be an additional handling charge of Rs 4000/- plus GST, up to a maximum
of additional 10 KGs higher.
Remote Area Charges: The said charges will be mentioned at the time of booking in
case of SHIPGLOBAL branded services, for al other non-Ship Global branded services
remote area charges shall be applicable as per the respective service provider’s policy.
Reforwarding Charges: The Reforwarding charges shall be as set below for Ship Global
branded services, or as amended from time to time, and for all other non-Ship Global
branded services reforwarding charges shall be applicable as per the respective service
provider’s policy:
USA: $15 for up to 500 grams, and $25 for 500 grams to up to 5 KG – Europe:
Euro 20 for up to 500 grams, and Euro 30 for 500 grams to up to 5 KG – Canada:
CAD 20 up to 500 grams, 500 grams to 5 KG CAD 30