Refund Policy

How we handle refunds for shipping charges, service fees and related claims.

1. General policy

Cross Border Cart aims to provide transparent and fair handling of refund requests. Refund eligibility depends on the type of service purchased, the shipment status and the reason for the request.

2. Shipping fees

Shipping charges are generally non-refundable once a shipment has been processed, collected by the carrier or dispatched from our facility. A refund may be considered only if a shipment is cancelled before carrier pickup or before forwarding has begun.

3. Service fees

Warehouse handling, consolidation, repacking, storage, special request services and similar service fees are non-refundable once the relevant service has been performed.

4. Cancellations before processing

If you request cancellation before shipment processing or carrier pickup, we may approve a full or partial refund depending on the services already completed and any non-recoverable costs already incurred.

5. Customs duties, taxes and third-party charges

Customs duties, import taxes, clearance fees and other third-party charges imposed by customs authorities, destination countries or logistics partners are generally non-refundable by Cross Border Cart unless the relevant third party refunds them to us.

6. Lost shipments

If a shipment is confirmed as lost by the carrier, compensation or refund will be handled in line with the carrier's terms and any optional insurance or declared protection selected at the time of shipment. Claims are subject to carrier investigation and approval.

7. Damaged items

If your shipment arrives damaged, you must contact us within 48 hours of delivery and provide clear photos of the package, shipping label and damaged contents. We will assist in opening a claim with the carrier where applicable. Any compensation depends on the carrier's assessment and any applicable insurance coverage.

8. Incorrect customer information

Refunds will generally not be issued where delays, failed delivery, additional fees or shipment problems arise because of inaccurate addresses, incorrect contact details, incomplete customs information or incorrect item declarations provided by the customer.

9. Failed delivery or refused shipment

If a shipment is refused, unclaimed or cannot be delivered for reasons outside our control, original shipping charges and completed service fees are non-refundable. Additional return, storage or disposal fees may also apply.

10. How to request a refund

To request a refund, please email billing@crossbordercart.com and include your shipment ID, tracking number, payment details and a clear explanation of the issue, together with any relevant supporting documents.

11. Refund processing time

If a refund is approved, it will usually be processed back to the original payment method within 5 to 10 business days, although actual timing may vary depending on the payment provider or bank.

12. Contact

For refund and billing questions, contact billing@crossbordercart.com.