Terms & Conditions

1. General Terms
Terminology
The following definitions will be applicable throughout these Terms and Conditions:

package/object/shipment: shipment including all its content,
transportation service: service, provided by courier companies, selected by EPS to execute the shipment of goods, and that effectively operate the transportation as part of their commercial activities,
forbidden items: items that are not allowed to be shipped according to these Terms and Conditions, the applicable legislation and the transportation regulations,
EPS – Express Post Services LLC
Express Post Services LLC: limited liability company, with registration number EIN 38-4087227.
Expresspostservices.eu an online platform through which EPS manages the booking system for transportation services, provided by courier companies,
business day: every day except for Saturdays, Sundays, national holidays and bank holidays in the countries of pick-up, transportation or delivery of the shipment,
weight: the real weight of the shipment, expressed in kilograms or calculated through a formula, provided by the courier companies, who execute the shipment of goods,
you/the client/the customer/the user: person or persons, requesting the booking of transportation services, provided by courier companies through EPS.
EPS acts as a commission agent and not as a freight forwarder. When placing the order through our website, the customer authorizes EPS too, in its name and on behalf of the client (commissioner), order transportation services with one of the courier companies with which EPS has an agreement in place, provided that the courier company selected complies with the requirements for the execution of the commissioned service. EPS is solely responsible for the selection of courier services providers, and never for the execution of transportation. The fulfillment of obligations inherent to the transportation service is the exclusive responsibility of the courier companies, selected to execute transportation. It is them, and not EPS, who perform the pick-up, transportation, and delivery of the shipments, who arrange the transportation and who are responsible for execution.

At the customer request, EPS shall cede all claims and rights arising from the transactions concluded on its name on behalf of the customer, including the claims under the responsibility of the selected courier service provider for the non-fulfillment or improper fulfillment of the courier services. The customer is obliged to recover or enforce the claims and rights against the courier service provider.

Any additional costs, incurred due to additional customer requirements from the selected courier service provider or due to customs clearance, will be exclusively borne by the customer. EPS reserves the right to demand from the customer the reimbursement of expenses, covered by EPS on behalf of the client, even if such expenses are generated after the conclusion of the transport service.

The customer expressly agrees to waive the right to cancel the Agreement with EPS at the moment, when EPS submits the order details to the selected courier services provider.

EPS does not accept orders from unauthorized dealers or resellers and reserves the right to unilaterally cancel any order, placed by unauthorized dealers or resellers.

According to internal policies and procedures, EPS can authorize individual dealers or resellers. Each reseller should submit its request in writing to EPS to start the authorization procedure.

2. Delivery dates
All delivery times are approximate and are not guaranteed. With the acceptance of these Terms and Conditions, the customer is aware and agrees that many external circumstances may cause delays in the pick-up or delivery of the shipment.

By accepting these Terms and Conditions the customer agrees to regularly track the shipment and, in case of any unusual data or progress, to immediately notify EPS.

Regarding customs procedures in each country, the selected courier service provider should make every effort to ensure that the delivery is made on time. With the acceptance of these Terms and Conditions, the customer understands and accepts that the shipment can be delivered late due to customs procedures and other administrative procedures. The person at the delivery address (the receiver) is the sole responsible for covering the expenses related to customs clearance. EPS reserves the right to require from the customer or the receiver the reimbursement of expenses, covered by EPS on behalf of the client related to customs procedures.

EPS is not obliged to compensate the customer for damages caused by any event under the second section of these Terms and Conditions, neither is required to reimburse any related cost.

3. Restrictions regarding the size and weight of the shipment
The customer agrees to hand over to the courier driver of the selected courier service provider the exact number of shipments ordered through EPS, and that all the packages comply with the restrictions of size and weight. In case of removals or shipments from individual offers the customer agrees to hand over the exact number of shipments to courier driver of the selected courier service provider ordered through Expresspostservices.eu, and that all the packages, suitcases or pallets strictly comply with the indicated and ordered dimensions and weight.If the customer hands over fewer or more packages, suitcase or pallets, or packages, suitcases or pallets which are heavier, the client will be required to pay all additional expenses generated by this unilateral modification. In case of cancellation of the order by the customer, the customer agrees not to hand over the packages, suitcases, or pallets to the courier driver of the selected courier service provider, if he arrives at the pick-up address. In case that the customer does hand over the packages, suitcases, or pallets, the client will be responsible for all the expenses incurred.

Any additional costs, incurred because the customer decided to send more items than booked in the order process, or sent oversized or overweight shipments will be exclusively borne by the customer. EPS reserves the right to demand from the customer the reimbursement of expenses, covered by EPS on behalf of the client, even if such expenses are invoiced by the courier company after the conclusion of the transport service. EPS reserves the right to charge an administrative fee of up to fifteen (15) EUR for the handling of additional costs, incurred since the customer decided to send more items than booked in the order process, or sent oversized or overweight shipments.

If the number of items, weight or size of the package, suitcase or pallet exceeds the limit, specified by the user at the time of booking the transportation service through EPS, by accepting these Terms and Conditions, the client agrees that EPS is allowed to:

make an additional surcharge to the credit card with which the customer made the booking according to the applicable price list if the package, suitcase or pallet does not exceed the maximum weight or size allowed by the selected courier service provider; or,
make an additional surcharge to the credit card with which the customer made the booking for an amount determined by the selected courier service provider under the nature of a contractual penalty for overweight or oversize, if the package, suitcase or pallet exceeds the maximum weight or size, allowed by the selected courier service provider. Alternatively, the selected courier service provider may choose to refuse the carriage of the package and not charge the contractual penalty.
In case that EPS would not be able to make additional charges automatically to the credit card with which the customer made the booking, the customer will be notified of this in writing and the customer must pay the additional amount, indicated within a maximum period of seven (7) days. Such notice is considered enforceable without a judicial declaration. In case that EPS does not receive the payment within the above mentioned period, the customer is obligated to cover the costs of the executive collection procedure.

3.1 Restrictions regarding the size of the shipment
3.1.1 General information
Each package, suitcase, or pallet that was booked through our website must be handed over to the courier driver of the selected courier service provider as one piece.

If the customer intends to send more packages, suitcases, or pallets, the accurate number should be placed when booking the transportation services. Otherwise, the customer should place a new booking.

In the case of removals or shipments from individual offers, if the customer intends to send more packages, suitcases, or pallets, the customer needs to inform EPS about this at the latest until midnight of the business day previous to the pick-up.

3.1.2 Shipment of packages and suitcases
No package or suitcase must exceed the following dimensions:

Maximum length: 175 cm; and,
Length + 2 times the width + 2 times the height should not exceed 300 cm.
For purposes related to these Terms and Conditions, the length represents the longest side of the package or suitcase.

In the case of removals or individual shipping, no package or suitcase must exceed indicated and ordered dimensions. All packages and suitcases must be packed so that it is possible to perform automatic classification in the logistics centers of the selected courier service provider.

If the package or suitcase does not have the correct dimensions, the selected courier service provider reserves the right to refuse transportation and to apply an additional charge, according to the applicable price. EPS reserves the right to demand reimbursement of expenses from the customer, covered by EPS on behalf of the client, related to the size of the packages or suitcase.

3.1.3 Shipment of pallets
The size of the pallet must not exceed the dimensions indicated by the client when ordering a pallet directly on our website or requesting an individual offer from EPS. Based on the specifications contained in the order online or in the individual offer request forwarded by the client, EPS offers the customer the best possible rate within the network of courier companies, with which the transportation of pallets is possible through EPS.

The request for individual offer, made by the user, should be requested through our offer form Expresspostservices.eu or sent in writing to the email address expresspostservices@gmail.com with the following information:

the number of pallets to be sent;
the pallet’s exact dimensions (height, width, and length), without approximations;
the exact weight of the pallet, without approximations;
the content and value of the shipment;
the complete pick-up and delivery address of the pallet;
specifications if the user is interested in purchasing additional insurance.
3.2. Restrictions regarding the weight of the shipment
All packages must be within the weight limits according to what the customer indicated when booking the service through our website in case of packages or suitcases, or as indicated in the request for individual offer in case of pallets.

In case that the customer orders the shipment of a Euro pallet directly on our website, we consider the pallet as a loaded EU pallet of a maximum 120 length x 80 width x 100 height and up to 240 kg. In case that the customer has a pallet whose weight and dimensions are different from the above-mentioned, the customer should check the dimensions and fill it in the order form.

4. Confirmation and cancellation of the order
After placing an order through our website, the customer is provided with an order number which confirms that his order has been accepted and sent for further processing. Except for orders placed by registered B2B users who placed the order while being logged in, all orders are non-refundable after the customer places the order except if the customer purchased flexible booking which will allow changes in the order and refunds until successful pickup-up of the parcels. A parcel is considered to have been picked-up successfully if the tracking information of the courier company indicates that it has been collected.

Flexible booking is included in the price for registered B2B users which placed the order while being logged in.

Flexible booking is available for purchase in the order process only for an additional fee. The flexible booking fee is non-refundable. The contract is stored at EPS’ premises and can be accessed by the customer at any time upon a written request sent to expresspostservices@gmail.com.

On the business day before the date set for the pick-up, the customer will receive a confirmation message by email, which indicates that it has requested a transportation service to their name and account.

In the case of removals or shipments from individual offers, the customer will receive a confirmation message by email between one (1) to three (3) days before the pick-up, which indicates that the order was forwarded to and confirmed with the courier service provider.

The customer expressly agrees to waive the right to cancel the Agreement with EPS at the moment when EPS submits the order details to the selected courier services provider. If the customer decides to cancel the order before EPS submits the order details to the selected courier services provider, the customer should fill out the form “The Form for Exercising the Consumer’s Right to Withdraw from the Contract” and send it by email to expresspostservices@gmail.com or by registered mail to:

EXPRESS POST SERVICES LLC, 690 S HWY 89 STE 200 JACKSON, WY 83001 U.S

The customer explicitly agrees that the concluded Agreement together with the data, which relates to the order and is needed according to the Code de la Consommation of Luxemburg, will be provided via e-mail.

Additional insurance and flexible booking fees are not refundable.

As soon as it is provided to us by the selected courier service provider, EPS will forward the tracking number to the client via email. With this number, the user will be able to track the process of the shipment. Rarely the order will not be confirmed if, for example, the location is inaccessible to the selected courier service provider or a national holiday or other non-business day is celebrated in the country of pick-up.

4.1 Refunds
Refunds are only possible if the customer purchased flexible booking during the order process and requested the refund before pick-up, or if the customer is a registered B2B user which placed the order while being logged in and requested a refund before pick-up. After pick-up, refunds are no longer possible

Customers who placed the order through their B2B EPS account and request the refund of said order may be refunded only if the shipment has not yet been collected by the selected courier company. If the refund has been requested and, in any case, the customer hands over the parcels to the selected courier company, the service will be considered as accepted and the refund will not be granted.

If granted, the refundable amount will be granted as a credit in the customer’s EPS account which could be used for future orders. If the payment with credits option is not available for the customer, the refundable amount will be refunded to the same payment account that the customer used to place the order (credit card, PayPal account, bank account, etc.).

Amounts paid for the placement of the service “Flexi” are in no case refundable.

Additional insurance and flexible booking fees are not refundable.

In case that a refund is granted, the amount refunded will be available to the customer within thirty (30) days from the moment EPS informs the customer about the admissibility of the refund.

4.2 Cancellations in case of pricing changes
EPS reserves the right to charge the customer in case that there is an abrupt change of pricing for the route selected by the customer at the moment of placing the order, before obtaining authorization from the customer for this extra charge. In case that the customer refuses the extra charge for the change of pricing in the selected route, EPS reserves the right to offer to the customer a full refund and do not forward the order for transportation services to any courier company.

5. Payment options
All payment transactions processed through our website are secured with SSL certificates GeoTrust© which ensures that communications between the user’s server and our website are encrypted and secure.

When booking service through our website, EPS offers to its customers the following payment options:

5.1 Payment via credit card
If the customer opts for this payment method, before confirming the order the client must enter the information of the credit card with which the payment for booking transportation services will be processed.

All credit card payments are made directly through the secure system of Braintree or Adyen, our partners for payment processing solutions, and their banking partners. EPS does not store any information about credit cards since the entire payment verification process is carried out by Braintree or Adyen and its banking partners directly.

It is the responsibility of the customer that selected credit card to make payment of the booking of transportation services is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case the credit card is rejected by any reason, will be borne solely by the customer.

5.2 Payment via PayPal
If the customer opts for this payment method, before confirming the order, the client will be redirected to the PayPal website, where the client must log in with their username and password, or create an account, if they do not have an active one. Once the payment is processed successfully in PayPal’s online platform, the customer will be redirected back to our website, where the confirmation of the payment and the order will be available.

It is the responsibility of the customer, who selected PayPal to pay for the booking of transportation services, to ensure that their PayPal account is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the transaction is rejected, will be borne solely by the customer.

5.3 Payment via bank transfer
If the customer opts for this payment method, the order will not be confirmed immediately and will only be confirmed once EPS receives a confirmation of successful bank transfer for the total amount of the booking. The customer will receive an email by EPS with instructions on how to pay, including the bank, EPS’s bank account, the amount to be transferred, etc.

Any bank-related charges, generated by the bank transfer, will be exclusively borne by the customer. If the amount, received in EPS’ bank account, is less than that which should have been deposited, the order will not be confirmed. EPS is not obliged to notify the user that the deposited amount was not sufficient to confirm the order.

The customer has a maximum of thirty (30) calendar days to send an email to expresspostservices@gmail.com attaching a copy of the confirmation of successful bank transfer. The confirmation of successful bank transfer should be sent by the customer before the selected pick-up date. If it is not received before the selected pick-up date, a new pick-up date will be arranged only after confirmation of successful bank transfer is received. It is the sole responsibility of the customer to inform EPS about bank transfer. When this confirmation is received by EPS, the customer will receive an email confirming the order. If no confirmation of successful bank transfer is received within thirty (30) days, the order will be canceled and the user will be notified.

5.4 Payment with credits
The advantage of this payment method is that the customer does not have to enter the payment data (i.e, data from the credit card or PayPal account) whenever booking transportation services through our website. Additionally, EPS rewards loyalty by providing discounts on orders paid with credits available on the customer’s profile.

If the customer opts for this payment method, the client will use the credit, available in their account when placing an order.

When confirming the payment, the customer must have sufficient credit available in its account to order. In case that there is not enough credit, the customer can top-up its credit before confirming the order through credit card or PayPal. If the customer decides to top-up, using charging by credit card or PayPal, provided that the customer has sufficient funds in the credit card or on the PayPal account, the top-up will be automatically confirmed and the credit will be available to use automatically. Otherwise, the order will be canceled.

Additionally, the customer can recharge the credit on its account at any time.

6. Packaging, labeling, and pick-up
6.1 General information
The customer is responsible for providing a complete and exact address for pick-up and delivery of the package, suitcase or pallet, and any other relevant information to facilitate pick-up and delivery. Furthermore, the customer is responsible for printing out the identification label, in case that it is required because of the type of service purchased or due to specific requirements of the selected courier service provider. The customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

The driver of the selected courier service provider will come to the address, knock on the door of the building and wait for the package, suitcase or pallet to be delivered. If no one opens the door (if no one is present in the direction, if there is a buzzer at the address and no one answers or if the use of a special permit or an access card is required to enter the premises) the driver will leave.

The next attempt of picking up the package, suitcase, or pallet will be conducted following the same procedure; if it cannot be done, the order will be canceled without the customer being entitled to a refund of the amount paid.

During the booking process, the customer must specify the local telephone number in the country of pick-up and delivery on which someone will be available at the time of pick-up and delivery. However, the driver of the selected courier service provider is not obliged to contact the user or the contact persons via phone. If the driver chooses to do so, only local telephone numbers will be contacted.

The service, offered by EPS, does not include a call to the customer before pick-up and delivery. However, in some countries, the telephone number, provided by the customer in the booking process can be used to clarify the circumstances of the pick-up and delivery, or for additional information that EPS or the selected courier service provider carrier or service provider may need.

Before the pick-up, the customer must remove all old labels or address information attached to the package, suitcase, or pallet. To avoid confusion in delivery, only the address of the recipient should be pasted on the package, suitcase, or pallet. Furthermore, the customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

The client agrees that packaged goods must have a suitable outer and inner packaging, according to the type of items to be transported. The packaging must be appropriate according to the weight and content of the shipment. The packaging must be suitable for transport and handling at the logistics centers of the selected courier service provider. Adequate packaging must, among other characteristics, be resistant to a fall from a height of one (1) meter. Irregularly shaped items like suitcases have to be carefully wrapped in plastic stretch foil. Customers must make sure that the whole suitcase is wrapped (including the wheels and handles) so that sharp objects on the outside of the suitcase cannot damage other shipments. On the inside, the package, suitcase, or pallet must have suitable packaging, for example, bubble-wrap to prevent breakage and damage of the transported items.

If the items are not properly packaged inside and outside or are oversized or overweight, the insurance will not be valid and the customer will not be entitled to a refund. The client is solely responsible for damages and losses of packages, suitcases, or pallets packaged improperly or that exceed the size and weight limits. The courier company can also reject the claim for insurance reimbursement if they consider the suitcase to be dangerous and could damage other parcels during the transportation.

If the client chooses to use a suitcase as packaging (wrapped or unwrapped), the courier company will consider it as a means of packaging. Therefore, they will not bear the responsibility for any damages to the suitcase that may occur during transportation.

If the client chooses to use a suitcase or a bag as packaging method and does not wrap it in a plastic foil as instructed, the courier company will not bear the responsibility for the loss of the parcel as the unwrapped surface of the suitcase or the bag can cause the label to fall off and consequently lead to the loss of the shipment.

In case that the route selected by the customer during the order process is subject to customs clearance, the customer is obliged to include the invoice of the items contained in the shipment. Not doing so can result in the order not being scheduled for collection with the courier company and being canceled without the possibility of a refund, or in the order being canceled until the customer provides the invoice, at EPS’ sole discretion.

EPS is in no way liable for any loss, damage, or any other imperfections, charges, or expenses arising out of or relating to the transport of packages, suitcases, or pallets. EPS, as a system administrator of the online booking platform, only books transportation services on behalf of the customer and at the customer’s request. Therefore, EPS is solely responsible for the selection of courier services providers, and never for the execution of transportation.

If the user violates these Terms and Conditions and/or the General Terms and Conditions of the selected courier service provider, said courier company or the customer, and not EPS, will be responsible for all damages and expenses incurred during the transportation.

The customer is responsible for payment of all taxes related to transportation (i.e, customs, and other taxes) and is obliged to pay them promptly. It is customary that the person at the delivery address covers for the custom clearance costs, in case the delivery contact is not the customer. If for any reason EPS were to pay any of these expenses, losses, or taxes, the user is obliged to reimburse EPS within seven (7) days after the date of issuance of a receipt for reimbursement by EPS. Such notice provides executive merit. Should EPS not receive the payment within that period, the customer is obligated to cover the costs of the executive collection procedure.

By accepting these Terms and Conditions, the client agrees for EPS to transfer the data, obtained from the customer during the order processing through EPS, to the selected courier service provider, according to the procedure, described in EPS’ Privacy Policy.

6.2 Packaging, labeling, and pick-up of packages or suitcases
6.2.1 Service “Selection”
When booking transportation services with the service “Selection”, the customer agrees for the package or suitcase to be available at the pick-up address for the selected courier service provider to collect it from 9:00 to 18:00. Due to unforeseen factors related to the selected courier service provider, a pick-up can be performed before or after this time. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

If the driver of the selected courier service provider is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing EPS immediately about this fact, so that EPS can arrange with the courier a second pick-up attempt.

The package or suitcase must be properly packaged for transport and handling at the logistics centers of the selected courier service provider. The surface of the package or suitcase should allow for the identification label of the shipment to adhere and fixed by the driver of the selected courier service provider at the time of pick-up. The customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

Suitable packaging is, for example, a cardboard box, consisting of two or more layers of carton or suitcases wrapped with a protective film. Irregularly shaped items like suitcases have to be carefully wrapped in plastic stretch foil (including the wheels and handles) so that sharp objects of the suitcase cannot damage other shipments. On the inside, the package or suitcase must have suitable packaging, for example, bubble-wrap to prevent breakage and damage of the transported items.

Plastic bags, travel bags, and plastic boxes are not allowed types of packaging.

Suitcases, cardboard boxes, and other suitable containers can be damaged during transportation. If suitcases are used as packaging, they must be adequately protected to prevent damage. The courier company can also reject the claim for insurance reimbursement if they consider the suitcase to be dangerous and could damage other parcels during the transportation. Neither the selected courier service provider nor EPS is responsible for any damage, caused in the packaging during transport.

6.2.2 Service “Flexi”
In case that for the route, selected by the customer, EPS offers the service “Flexi”, the user must agree on the time and date of pick-up directly with the selected courier service provider and print the label provided. EPS is not been responsible for coordinating the time and date of pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company.

Depending on the availability and delivery routes organized by the selected courier service provider, the pick-up date can be agreed even on the same day on which the user has reserved the transportation through Expresspostservices.eu.

When booking transportation services with the product “Flexi”, the customer agrees for the package or suitcase to be available at the pick-up address for the selected courier service provider to collect it on the date and time, directly agreed between the user and the courier company.

The package or suitcase must be properly packed for transport and handling at the logistics centers of the selected courier service provider. The surface of the package or suitcase should allow for the identification label of the shipment to have adhered to and fixed by the customer before pick-up. It is the customer’s responsibility to print and adhere to the package of the identification label before the package is picked up by the driver of the selected courier service provider. The driver might refuse pick-up and will withdraw from the pickup address if the user has not printed and attached to the package the identification label. This identification label will be sent to the customer via email by EPS. The customer is the sole responsible for assuring that the right label is placed on the right parcel.

Plastic bags, travel bags, and plastic boxes are not allowed types of packaging.

6.2.3 Service “Removals”
When booking transportation services with the service “Removals”, the customer agrees for the packages, suitcases, or pallets to be available at the pick-up address for the selected courier service provider to collect it from 8:00 to 18:00. The selected courier company will contact the customer before or on the day of the pick-up to confirm the pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company. Due to unforeseen factors related to the selected courier service provider, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

The shipment must be ready for transportation at the time when the driver of the selected courier service provider arrives for pick-up. This means that all items that are to be transported must be properly packed and prepared for transportation. In the case of a pallet, the shipment should be properly packed, fixed within the stackable, and secured for transportation.

At the time of pick-up or after the shipment arrives at the depo, the driver of the selected courier service provider adheres to the identification label on the shipment.

6.2.4 Service “Individual Offer”
When booking transportation services with the service “Individual offer”, the customer agrees for the packages, suitcases, or pallets to be available at the pick-up address for the selected courier service provider to collect it from 8:00 to 18:00. The selected courier company will contact the customer before or on the day of the pick-up to confirm the pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company. Due to unforeseen factors related to the selected courier service provider, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

The shipment must be ready for transportation at the time when the driver of the selected courier service provider arrives for pick-up. This means that all items that are to be transported must be properly packed and prepared for transportation. In case of a pallet, the shipment should be properly packed, fixed within the stackable pallet and secured for transportation.

The customer is the sole responsible for assuring that the right label is placed on the right parcel or pallet, even in cases where the courier company prints the label.

At the time of pick-up or after the shipment arrives at the depo, the driver of the selected courier service provider adheres to the identification label on the shipment.

6.2.5 Service “Freight”
When booking transportation services with the service “Freight”, the customer agrees for the packages, suitcases, or pallets to be available at the pick-up address for the selected courier service provider to collect it from 8:00 to 18:00. The selected courier company will contact the customer before or on the day of the pick-up to confirm the pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company. Due to unforeseen factors related to the selected courier service provider, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

The shipment must be ready for transportation at the time when the driver of the selected courier service provider arrives for pick-up. This means that all items that are to be transported must be properly packed and prepared for transportation. In case of a pallet, the shipment should be properly packed, fixed within the stackable pallet and secured for transportation.

The customer is the sole responsible for assuring that the right label is placed on the right parcel or pallet, even in cases where the courier company prints the label.

At the time of pick-up or after the shipment arrives at the depo, the driver of the selected courier service provider adheres to the identification label on the shipment.

6.3 Packaging, labeling, and pick-up of pallets
When booking transportation services for pallets, the customer agrees for the pallet to be available at the pick-up address for the selected courier service provider to collect it from 8:00 to 18:00. The selected courier company contacts the customer before or on the day of the pick-up to confirm the pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company. Due to unforeseen factors related to the selected courier service provider, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

The pallet must be ready for transportation at the time when the driver of the selected courier service provider arrives for pick-up. This means that all items that are to be transported must be fixed within the pallet and secured for transportation. The customer is the sole responsibility of obtaining the pallet by his/her means. In some pickup countries, EPS can arrange that the courier company will bring the pallet at the moment of pick-up. In these cases, the customer has to arrange this extra service with EPS before the pickup is confirmed. At the time of pick-up, the driver of the selected courier service provider adheres to the identification label on the pallet.

7. Delivery
The customer is responsible for providing a complete and exact address for pick-up and delivery of the package, suitcase or pallet, and any other relevant information to facilitate delivery. The address details should fit in the designated area in the booking process, and not be included in the “comments field”; otherwise, the courier companies might not receive the complete information needed for a successful pick-up and delivery. The delivery should be done in an easily accessible place; the driver of the selected courier service provider must be able to park the truck at least twenty-five (25) meters from the indicated delivery point. Door-to-door service is service provided to the main door of the building. The courier driver of the selected courier company is not obliged to pick up or deliver the package, suitcase, or pallet into the upper floors.

On the date of delivery, the recipient must be at the delivery address between 9:00 and 18:00, if the selected product is “Selection” or “Flexi”, or at the time agreed directly with the transportation company if it is a pallet shipment. The recipient can also authorize a person to pick-up the shipment on its behalf. In some cases, the package can be sent to an alternate address.

By indicating the delivery address in the booking process, the customer guarantees that it is a standard delivery address publicly known, in which shipments are received regularly. An indication of a generic address, such as a port, where there may be a failed delivery, is not enough. Consequently, the shipment will be returned to the sender at the expense of the customer. In the case of new buildings, by accepting these Terms and Conditions the customer confirms that the address is already known to transportation service providers and that he or she has already received shipments to this address in the past.

If delivery is not successful on the day scheduled for a reason, not about the selected courier service provider (i.e, because the person appointed to receive the delivery is not present), in most of the countries the next delivery attempt will be made on the next few business days. In the absence of the client, delivery will be considered effective against consignee signature of any person, found present at the delivery address, who is willing to take the delivery of the shipment, unless there is a good reason to doubt such a person’s entitlement to take delivery. There is no obligation on the selected courier service provider to check the identity of such a person (e.g. based on an identity card).

The selected courier service provider is entitled to deliver the package, suitcase, or pallet to an alternate address (neighboring address, local post office, or delivery point). In this case, the courier company will leave a note with the location of the delivery of the shipment on the main address indicated. If the package, suitcase, or pallet is not picked up within seven (7) days of the first delivery attempt, the selected courier service provider reserves the right to return the shipment to the pick-up address at the expense of the user. According to these Terms and Conditions, additional costs will be charged to the customer, which EPS reserves the right to charge on the credit card used to place the order.

EPS does not guarantee transportation and shipment delivery to a different address than initially indicated by the client when booking transportation services through the website Expresspostservices.eu. In the case that the customer corrects the address timely, the new address will be forwarded to the courier company and used as the delivery address for these Terms and Conditions; additional forwarding expenses are borne solely by the customer.

Any damages to the shipment must be reported at the moment of the delivery by filing a damage report with the driver or by signing with reservation the proof of delivery. Otherwise, the selected courier company or the insurance company may reject any claim for damages.

According to these Terms and Conditions, the delivery is considered effective if:

the shipment is handed over to anyone located in the delivery address against digital or manual signature, including neighbors and persons present at the indicated premises;
the shipment is delivered to an alternative address;
after multiple failed delivery attempts to the delivery address, the shipment is delivered in one of the warehouses of the selected courier service provider, which is near to the original delivery address;
the selected courier service provider has left a notice of delivery to the delivery contact person, or if this is evident through shipment tracking via the Internet; or,
the shipment is delivered in the delivery address to a person, who falsely presents itself as the recipient.
The shipment is returned to the pick-up address after the maximum days on the courier’s warehouse.
As soon as a delivery is considered effective, it is understood that EPS and the selected courier service provider are exempted from responsibility for transportation.

8. Delays and responsibility in case of delays
All delivery times are approximate and are not guaranteed. With the acceptance of these Terms and Conditions, the customer is aware and agrees that many external circumstances may cause delays in the pick-up or delivery of the shipment.

In case of delays, in no case will EPS be liable for damages caused by the delay, and shall not be liable to solve or settle the obligations or expenses related to the delay. EPS is not obliged to compensate the customer for delays, neither is required to reimburse any related cost.

9. Responsibility for losses and damages to the shipment
EPS is the administrator of the online platform for booking transportation services and, as such, will not be liable for any loss or damage to the package, suitcase or pallet, or to any of its contents. EPS only works with quality courier services providers and, therefore, damages and/or losses are unusual.

The courier services providers are responsible for the pick-up, transportation, and delivery of all shipments, reserved through the portal Expresspostservices.eu.

To prevent damage, the customer must be aware that, despite the caution measure taken by courier services providers, packages, suitcases or pallets are unloaded, sorted and mechanically loaded and therefore they must be properly packaged.

Packages, suitcases, or pallets will be under the supervision of the selected courier service provider from pick-up to delivery.

10. Insurance, claims and complaints procedure and forbidden items
10.1 Insurance, responsibility and insurance coverage
EPS acts as a commission agent and not as a freight forwarder when administrating the online portal for booking transportation services. EPS is solely responsible for the selection of courier services providers, and never for the execution of transportation.

EPS does not act as an insurance company. Shipping insurance packages are not offered by EPS; they are offered by courier services providers directly, or by insurance companies with existing agreements with courier services providers or with EPS. For this reason, the terms and conditions of insurance companies such as Ergo or Lloyds and or of courier services providers such as GLS, DPD, and DHL apply in all matters, relating to the insurance of shipments, booked through our website.

All orders for transportation of packages or suitcases placed through the website Expresspostservices.eu for the service “Selection” or “The first possible pick-up date” include insurance provided by the selected courier service provider or by an insurance company by a maximum coverage of two hundred (200) euros. The insurance premium is already included in the basic price of the shipment. Insurance coverage extends to expenses caused in case of loss or damage to the package. Insurance reimbursement doesn’t cover transportation costs for lost or damaged packages.

All orders for transportation of pallets and freight shipments are ensured by the Convention on the International Carriage of Goods by Road Contract (CMR).

If the shipment contains items of greater value compared to the maximum insurance coverage, the user is required to purchase additional insurance directly on our website. Additional insurance must be booked in the ordering process and is charged according to the price list of the selected courier service provider or the insurance company. For the customer to purchase additional insurance, he/she must accept the policies applicable to the chosen additional insurance package, namely the DTV Cargo Policy Open, the DTV Cargo Policy All Risks and the deductible disclaimer applicable to the insurance with ERGO Versicherung AG.”

At the customer request, EPS shall cede all claims and rights arising from the transactions, concluded on its name on behalf of the customer, including the claims under the responsibility of the selected courier service provider for the non-fulfillment or improper fulfillment of the courier services. The customer is obliged to recover or enforce the claims and rights against the courier service provider.

In the case of loss, EPS offers customer support in submitting complaints to the selected courier service provider. However, the decision about the admissibility of the insurance is made solely by the courier company or by the insurance company.

The insurance does not apply in case of:

inappropriate packaging;
unconventional shipments;
transportation of forbidden items (as listed in section 10.4) and items for which our services are not recommended without previous notice to us;
transportation of electronic devices (such as televisions, mobile phones, computers, and other electronic equipment) without original packaging; in case of a lost parcel, to activate the insurance, pictures of the electronic device in its original packaging, taken before shipping the item, have to be provided;
shipments for which delivery is considered effective according to Section 7 of these Terms and Conditions;
Designer or tailormade clothing. Clothes, in general, can only be reimbursed for up to 200 EUR per item.
In case of usage of the service “Selection” and “The earliest possible pick-up date”, the maximum insurance reimbursement is 1000 EUR per item.
Claims that are not supported by evidence of the true value of the damaged or lost item. The only acceptable proof of value is the original invoice (VAT rate and amortization will be deducted from the original price of the item accordingly).
switched parcels which occur when the wrong labels are attached to the incorrect parcels;
damages are caused by terrorism, natural disasters;
the customer did not provide enough evidence (photographic or written material) that proves the parcel was in perfect condition before collection; or,
the user has violated these Terms and Conditions in any way.
The courier companies with whom EPS cooperates do not handle parcels that carry a sign, inscription, or label which indicates breakable or fragile content or instructs careful handling of the parcel any differently or with special care. A “fragile” or “handle with care” label in no way exempts the sender from the obligation to pack the goods appropriately and nor does it protect the goods. The selected courier company and EPS will in no case be liable for parcels with fragile content which result lost or damaged despite the fact of being labeled with a “fragile” or “handle with care” sign.

The driver of the selected courier company is allowed to refuse collection of parcels that are inadequate (too heavy, too big, inadequately packaged) but is not obligated to check the adequacy of the packaging or the contents of the parcels. This means that the driver of the selected courier company can still accept the items even if they are not packed by these Terms and Conditions or if they contain items on the prohibited list. In such a case, all extra costs related to the shipment of items of inadequate packaging or with forbidden contents will be borne exclusively by the customer. Furthermore, if purchased, the extra insurance coverage will not apply to these items.

EPS or the selected courier company is not obligated to check the comments the customers make when placing the order on our website. Even if the customer mentioned that items to be shipped are not by the terms, the order can still be forwarded to the courier company that can carry out the transport. Even in case that the customer included that information in the comment section of the order process, all extra costs related to the shipment of items that are not according to these Terms and Conditions will be borne exclusively by the customer. Furthermore, if purchased, the extra insurance coverage will not apply to these items. If a customer does not receive a written confirmation from an EPS Sales, Customer support, or Reclamations representative, no notification from the customer will constitute the fact that EPS or the assigned courier company accepted to take responsibility for shipping a forbidden item.

EPS will not be held liable for any damage, loss, failure or delay in the pick-up, transportation or delivery, or for any other damages or costs, arising from transportation services, requested through the web portal Expresspostservices.eu. EPS is not responsible for any loss of profits, originated in any of the numerals described above.

10.2 Claims procedure in case of damage or loss
EPS does not acknowledge any alternative dispute resolution provider.

In the case of loss of a package, suitcase, or pallet, EPS offers customer support in submitting complaints to the selected courier service provider. However, the decision about the admissibility of the insurance is made solely by the courier company or by the insurance company.

In case of damage or loss of a package, suitcase, or pallet, the situation must be reported by the person in charge of receiving the shipment to the courier driver of the selected courier service at the time of delivery. Any damages to the shipment must be reported at the moment of the delivery by filing a damage report with the driver or by signing with reservation the proof of delivery. Otherwise, the selected courier company or the insurance company may reject any claim for damages.

To initiate a procedure with the selected courier service for damage or loss, EPS should receive to the email address expresspostservices@gmail.com the data indicated in this paragraph.

For the insurance coverage to apply, the client must actively track the shipment of the package, suitcase, or pallet on the Internet. If there is no change of status in the tracking of the shipment within seven (7) days, the customer is required to contact EPS within two (2) business days from the expiration of seven (7) days to begin the search procedure.

If the package, suitcase or pallet is not delivered within five (5) days from the expected date of delivery, the customer must immediately notify EPS in writing by sending an email to expresspostservices@gmail.com, attaching the following:

a list of the contents of the shipment and their value;
an external description of the shipment;
information on the method of packaging;
a copy of the confirmation email; and,
a copy of the confirmation of hand over from the person handing over the shipment at pick-up.
If a package, pallet, or suitcase is delivered damaged, the client should not receive the consignment unconditionally. On the contrary, the customer, along with the driver of the selected courier service, shall write a report on the damaged shipment received that includes photos and a detailed description of the damage. The document must be signed by the driver and by the customer. Also, the customer must inform EPS in writing within two (2) business days, following the receipt of the damaged shipment, attaching the following:

the document signed by the driver and by the customer;
photos evidencing the damage (the customer has to provide pictures of the parcel and the items before and after collection that clearly show the damage on the parcel or the items occurred during or as a result of transport);
a list of the contents of the shipment and their value;
the address on which the courier can inspect and, if necessary, bring the damaged items; and,
copy of the confirmation email shipment.
If the customer does not duly notify EPS or does not attach all the required documentation to the email sent to expresspostservices@gmail.com, the notification will be considered as not sent.

In case of damage to the shipment, the customer is required to keep the package, suitcase, or pallet in the condition in which it was delivered, covering all expenses related, until completion of the insurance procedure. If the parcel is damaged on the outside, the customer should take photographs of the damages before taking the goods out of the parcel.

In case the customer notices that some of the items are missing from his parcel at the time of delivery, a claim procedure can be started. The customer must provide EPS via email with the same documentation as in the case of damage, including photographs of the package before collection and after delivery that prove the parcel was opened/damaged during transport which would result in missing content.

Upon receipt of all necessary supporting documents, EPS, on behalf of the client, will send to the selected courier service provider the application for insurance with all the documents attached by the customer. The decision about the admissibility of the insurance is of the sole responsibility of the courier services providers directly, or of the insurance companies with existing agreements with the courier services providers or with EPS. The courier companies or the insurance companies with existing agreements with courier companies or with EPS can take up to two (2) months to decide on the admissibility of a claim.

The claims are always reviewed by the selected courier company first. If the selected courier service provider decides to reject the claim, the insurance company has the exclusive right to refuse the claim as well. The selected courier service provider and insurance companies review each claim case and decide about the amount of reimbursement based on the evidence customer provided and by their terms and conditions as well as with their internal policies. When deciding on the insurance reimbursement, the courier company and the insurance company take into consideration the extent of damages (whether or not the item can still be used). An amortization fee can also be deducted if the damaged items are not new. VAT and shipping costs (if shown on the invoice that proves the value of the items) are not reimbursed.

EPS reserves the right to, at any moment and without the need to provide an explanation, decline, or refuse a claim due to incomplete, misleading, contradictory, or false data received from the customer. In such a case, EPS will not recognize any further claims from the customer or third parties related to the customer.

10.3 Complaints procedure regarding the EPS’ services
EPS acts as a commission agent and not as a freight forwarder when administrating the online portal for booking transportation services. EPS is solely responsible for the selection of courier services providers, and never for the execution of transportation. This being said, in case the customer has any complaints regarding EPS’s services as a commission agent, the customer will have to begin a complaint procedure.

For the internal complaints procedure to begin, the customer should inform EPS in writing by sending a registered letter to EXPRESS POST SERVICES LLC, 690 S HWY 89 STE 200 JACKSON, WY 83001 U.S, attaching the following:

a detailed description of the complaint;
ideally, the name or names of the persons from EPS with whom the customer was in contact;
a copy of the confirmation email; and,
a copy of all email communications exchanged between the customer and the EPS team.
If the customer does not duly notify EPS or does not attach all the required documentation to the letter, the complaints procedure will not begin.

After receiving a complete complaint, EPS will forward the case to the Claims and Complaints committee which will evaluate the case file. EPS’ Claims and Complaints committee will send a reply to the customer regarding the complaint within thirty (30) days after the complaint is received.

10.4 Forbidden items
With the adoption of these Terms and Conditions, the client agrees with the list of forbidden items herein and declares that they will not send any object on this list, or any item that is prohibited by the Terms and Conditions of the selected courier service provider or by the laws of the country in which the pick-up or delivery address is located.

The customer agrees not to send stolen goods or goods not in free circulation under the legislation of the European Union.

EPS prohibits the sending of jewelry, gold, antiques, pictures, works of art, human remains or animal remains and organs, animals, glass, and porcelain. If the client decides to send forbidden items anyway, they will be solely responsible for all damages and expenses incurred.

Among the forbidden items, all hazardous substances and substances requiring special permits for transportation, special handling, or specific documentation are also included.

Examples of forbidden items are:

animals and animal products or remains;
arms and ammunition;
hazardous substances and objects;
flowers and other plants;
human remains and funerary urns;
illegal objects;
medical samples;
objects that need an environment with a controlled temperature;
pornography;
prescription drugs and other pharmaceutical products;
tobacco and alcohol;
food (including food in liquid form);
aerosols and perfumes;
objects of great value;
objects with sentimental value;
Documents, cash, credit cards, vouchers, and tickets;
Precious metals, jewelry, watches, precious stones, real pearls, furs, rugs, clocks, antiques, works of art;
other fragile items;
items that can damage other parcels during the transport;
for airfreight: all Lithium-Ion and Lithium Metal shipments; prohibited goods according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time;
shipments that would be covered by the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR)
The selected courier company has the right to decline to deal with parcels whose content is of a dangerous or damaging nature, or likely to harbor or to encourage vermin or other pests, or liable to taint or affect other goods. If such parcels are handed over to the selected courier company, the company reserves the right at the expense of the customer to remove or otherwise deal with the parcels with no further notice. In such a case, the customer shall be liable for all loss or damage arising in connection with such parcels and shall indemnify the selected courier company and/or EPS against all penalties, claims, damages, costs, and expenses whatsoever arising in connection therewith, and the parcels may be dealt with in such manner as the company or any other person in whose custody they may be at any relevant time shall think fit.

11. Global routes
In case that the route selected by the customer includes a country that is not, at the moment of placing the order, a member of the European Union, the customer is aware and agrees to the following:

The shipper is responsible to provide the original or a copy of the original commercial invoice or any other document required by the courier company and/or by the customs authorities. If any customs authority requires additional documentation for confirming the import/export declaration, it is the shipper’s responsibility to provide the required documentation at its own expense.
The original or the copy of the original commercial invoice should not include VAT on the price breakdown.
The courier may reject the collection or even return the parcels to the shipper, applying extra costs for which the customer is solely responsible, in case that the documentation required is not provided or are not according to the regulations.
The shipper certifies that all statements and information provided relating to the exportation and importation of the shipment will be true and correct and acknowledges that if untrue or fraudulent statements about the shipment or any of its contents are made, a civil claim and/or criminal prosecution the penalties for which include forfeiture and sale of the shipment could arise.
To the extent that we may voluntarily assist you in completing the required customs and other formalities, such assistance will be rendered at your sole risk. You agree to indemnify us and hold us harmless from any claims that may be brought against us arising from the information you provide to us and any costs we will incur regarding this and pay any administration fee we may charge you for providing the services described in this condition.
Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other expenses EPS incurs as a result of the actions of customs or other governmental authorities or the shipper’s or receiver’s failure to provide proper documentation will be charged to the customer or the receiver of the shipment. If EPS decides to charge the receiver and the receiver refuses to pay the incurred charges, the customer agrees to pay them to us together with our fee for the administration involved as well as any extra costs we will incur.
The shipper confirms that the contents of the shipment are not restricted by IATA, ICAO, IMDG, or ADR and are not prohibited items, and, in case that they are, the customer is obliged to advise EPS before the collection.
The courier may reject a collection in case that the service cannot be provided for any reason which is out of EPS’s control such as remote locations or sanctions imposed on the pickup country (embargo).
We will endeavor to expedite all customs clearance formalities for your shipment but are not liable for any delays, losses, or damage caused by interference from customs officers or other governmental authorities.

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