International parcel service conditions

• Our team reweighs and measures every parcel at the warehouse. If the actual figures differ from those provided, charges will be recalculated and the sender must pay the revised amount.
• The price on the actual export date may rise or fall because of changes in freight rates, fuel surcharges, airline or carrier fees, or destination policies. We will notify the sender before dispatch.
• If the price changes after warehouse check-in, we will communicate the revised price and a deadline to confirm or cancel. If the sender does not reply by that deadline, the company reserves the right to proceed at the revised price.

• If the sender cancels after the parcel has been checked into the warehouse, the sender must cover all return costs, including transport, handling and other incurred charges. We will provide the amount, which must be paid before the parcel is returned.
• System-pricing-error exception: if the quoted price is incorrect because of a system error and the sender chooses to cancel, we will return the parcel at no cost. This exception overrides the general return-cost rule above.

• The sender must use packaging strong enough for international transport, including stacking, vibration and changes in temperature or humidity.
• Use a corrugated cardboard box or material of equivalent strength, with enough foam, bubble wrap or other cushioning to prevent movement inside.
• Do not use damaged, wet or worn-out reused boxes that cannot support the contents or protect them.
• Seal all seams and edges securely with strong packing tape. Do not use string, wire or ties that could endanger people or transport equipment.
• Liquids must be in securely sealed, leakproof containers, wrapped in sufficient absorbent material and placed in an additional outer box.

• Fragile items, including glass, ceramics and electronics, need at least 5 cm of cushioning on all sides and a clearly visible FRAGILE label. Labelling does not provide insurance cover for excluded items.
• Apply all required handling labels, such as This Way Up, Keep Dry and Keep Away from Heat.
• We may refuse parcels that do not meet packing standards, or reinforce the packaging and charge the sender for the additional work.
• The sender is responsible for damage caused by inadequate or unsuitable packaging, even if additional insurance has been purchased.
• We reserve the right to photograph packaging before and after transport as evidence for any claim.

• Lithium batteries, whether installed in equipment or shipped separately, require MSDS review and airline approval first. Approved consignments must comply with IATA Dangerous Goods Regulations, including all required packaging, labels and documents.
• Notify our team before sending any dangerous goods or hazardous materials to the warehouse. We only accept goods permitted by law and the carrier, with packaging, labels and documents that meet IATA/ICAO and destination requirements. Do not send them before receiving confirmation.
• Foods with animal ingredients and supplements containing cactus require prior checks of the product, ingredients and any necessary permits or documents. Accepting the risk does not override legal prohibitions.
• Items listed as strictly prohibited in the FAQ cannot be accepted, even if the sender accepts the risk or purchases insurance.

• The sender must check that goods are not prohibited or restricted without the required approvals under Thai export and destination import laws. Contact us before shipping if unsure.
• We are not responsible for detention, confiscation, destruction or fines caused by non-compliant goods. The sender bears all resulting costs, including legal fees, fines and handling charges.
• Declare the contents and their value accurately. Undervaluation may lead to inspections, detention, fines or legal proceedings, for which the sender is fully responsible.
• Incomplete or incorrect documents may delay customs clearance. The sender is responsible for costs caused by those delays.
• This service cannot issue an Export Entry Document to the customer.
• This service cannot issue a destination Import Entry Document to the customer.

• Lost parcels: compensation for goods up to THB 3,000, plus reimbursement of the shipping charge actually paid, subject to the coverage conditions.
• Damaged goods: compensation for the goods only, up to THB 3,000. Shipping charges are not reimbursed, subject to the coverage conditions.
• For damaged parcels or contents, the recipient must record a continuous video from receiving the parcel through opening it. Clearly show the outside of the box, signs of damage and the contents.
• Notify us and submit evidence within 7 days of successful delivery. We reserve the right to reject claims submitted late or without sufficient evidence.
• Without a receiving-and-unboxing video, or if it does not clearly show the damage, the carrier or insurer may be unable to process the claim or may reject it.
• The carrier’s and insurance company’s assessment and decision are final.

• Items listed as uninsured in the FAQ, including certain foods, short-life foods, cactus-containing supplements, fragile goods and delicate snacks.
• Customs detention or destruction where the sender or recipient cannot provide the requested explanation or additional documents.
• Under-declaration of the goods’ value.
• Unsuitable packaging, such as excessive empty space, missing cushioning or an outer box distorted by overpacking.
• Delivery times shown are estimates, not guaranteed arrival dates. Delays are not insured, and no insurance payment or delay compensation can be claimed unless otherwise agreed in writing.
• The Singapore Send today, arrives tomorrow message depends on the acceptance schedule, cut-off times and conditions confirmed by our team. Please check before sending.

For Delifresh customers shipping to the EU or UK, every box must meet all three conditions:

• The longest side must be no more than 100 cm.
• Width + length + height must total no more than 180 cm.
• Width × length × height, divided by 6,000, must be no more than 30. Measure every side in centimetres.

Ask our team to review boxes outside these limits before payment. This waiver does not apply to Singapore.

• After payment, we email the warehouse address. Write # followed by your order number on every box.
• Send the parcel to our warehouse with any domestic carrier, or deliver it yourself.
• Optional collection is available throughout Thailand for an additional fee shown in the booking form and summary, converted into the same currency as international shipping.
• Provide the pickup address, phone number and whether you have a printer. If not, our team will arrange collection and provide the parcel number to write on the box.

Pay international parcel service fees through an eligible bank-transfer method to receive a 10% discount coupon for your next order. This is not a cash refund. Coupon details are emailed after the order starts processing.