Legal
Shipping Policy
Last updated: 1 May 2026
1. Service Options
We offer the following shipping services:
Transit times are estimates and begin from the point of pickup, not order placement. They exclude weekends and public holidays unless expressly stated.
| Service | Transit Time | Coverage |
|---|---|---|
| Express | Same-day / Next-day | Domestic + select international |
| Standard | 3–5 business days | Domestic |
| International Standard | 5–10 business days | 120+ countries |
| Air Freight | 2–4 business days | Worldwide |
| Sea Freight | 15–45 days | Major ports worldwide |
| Economy | 7–14 business days | Select international routes |
2. Pickup and Drop-off
Scheduled Pickup: Available for most domestic and international shipments. Our courier will arrive within the selected time window. If no one is available at pickup, we will attempt once more before the booking is cancelled.
Drop-off: You may drop off parcels at any Accessiblexpress partner location. Find your nearest drop-off point in the app or on our website.
Drop-off: You may drop off parcels at any Accessiblexpress partner location. Find your nearest drop-off point in the app or on our website.
3. Weight and Size Limits
- Express / Standard: Max 70 kg per parcel; max 120 × 60 × 60 cm
- Air Freight: Max 1,000 kg per consignment (heavier cargo on request)
- Sea Freight: No practical limit — LCL and FCL available
- Volumetric weight: Charged at the greater of actual or volumetric weight (L × W × H cm ÷ 5,000)
4. Packaging Requirements
Senders are responsible for adequate packaging. We recommend:
- Double-wall corrugated cardboard boxes for parcels over 5 kg
- Bubble wrap or foam padding for fragile items (min. 5 cm on all sides)
- Waterproof inner lining for international shipments
- Clear labelling on all sides with sender and recipient details
- Removal or covering of old shipping labels
5. Tracking
All shipments include free real-time tracking. You will receive a tracking number at booking confirmation. Track at accessiblexpress.com/track or via SMS/email updates. Tracking events are typically updated within 30 minutes of a scan.
6. Delivery Attempts
For parcels requiring a signature, we will make up to 3 delivery attempts. After the third failed attempt, the parcel will be held at a local depot for 7 days before being returned to sender at your cost. Safe-place and neighbour delivery instructions can be added at checkout.
7. Address Accuracy
You are responsible for providing a complete and accurate delivery address including postcode/ZIP, floor/apartment number, and any access instructions. Charges for address corrections or redelivery due to incorrect addresses are borne by the sender.
8. International Shipments
All international shipments require accurate customs declarations. Duties and taxes are determined by the destination country's customs authority and are the responsibility of the recipient unless you have selected a Delivered Duty Paid (DDP) service. Customs clearance may extend transit times. Accessiblexpress is not liable for delays caused by customs holds.
9. Delays and Force Majeure
We are not liable for delays caused by adverse weather, natural disasters, industrial action, government restrictions, air traffic control decisions, or any other event outside our reasonable control. We will communicate known delays as soon as possible.
10. Returns
Return shipments can be booked through your account dashboard or by contacting support. Return shipping costs are at the sender's expense unless the item was mis-shipped or damaged in transit through our fault.