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Shipping Policy

Last Updated: May 1, 2025

1. Introduction

This Shipping Policy outlines the terms and conditions for shipping services provided by Portoff Inc. ("Portoff," "we," "our," or "us"). By using our shipping services, you agree to be bound by this Shipping Policy.

We are committed to providing reliable, efficient, and transparent shipping services. This policy is designed to ensure clarity regarding our shipping processes, rates, timeframes, and responsibilities.

2. Service Coverage

2.1 Domestic Shipping

Portoff provides shipping services throughout the United States, including all 50 states and territories. Service availability and transit times may vary based on origin, destination, and service level selected.

2.2 International Shipping

We offer international shipping to over 200 countries and territories worldwide. International shipping is subject to customs regulations, import duties, and taxes of the destination country, which are the responsibility of the recipient.

2.3 Service Restrictions

Certain remote or difficult-to-access areas may be subject to delivery surcharges or extended delivery timeframes. We reserve the right to refuse shipment to certain locations due to regulatory, safety, or operational constraints.

3. Shipping Methods and Transit Times

3.1 Standard Shipping

Domestic: Typically 3-7 business days
International: Typically 7-21 business days

3.2 Expedited Shipping

Domestic: Typically 2-3 business days
International: Typically 3-7 business days

3.3 Express Shipping

Domestic: Typically 1-2 business days
International: Typically 2-4 business days

3.4 Additional Information

Transit times are estimates and not guarantees unless specifically purchased as a guaranteed service. Actual delivery times may be affected by factors including weather conditions, customs clearance, and other circumstances outside of our control.

Business days are Monday through Friday, excluding holidays observed in the origin or destination country. Shipments placed after our daily cutoff time (typically 2:00 PM local time) will be processed the following business day.

4. Packaging Guidelines

Proper packaging is essential to ensure the safe delivery of your items. All shipments must be packaged according to the following guidelines:

  • Use a sturdy outer container appropriate for the contents
  • Provide adequate internal cushioning material
  • Securely seal all seams with packing tape
  • Remove any old shipping labels or markings
  • Avoid using string or paper wrapping on the outer package
  • Double-box fragile items with cushioning between boxes

Portoff reserves the right to repackage items if the original packaging is deemed insufficient, which may incur additional fees. We are not responsible for damage resulting from improper packaging by the sender.

5. Prohibited Items

The following items are prohibited from shipment through our services:

  • Illegal substances and items
  • Hazardous materials (unless properly declared and we have confirmed acceptance)
  • Firearms, weapons, and ammunition
  • Live animals
  • Perishable goods (unless specifically arranged for perishable shipping)
  • Currency and negotiable instruments
  • Human remains or body parts
  • Counterfeit goods
  • Any items prohibited by local, national, or international law

Attempting to ship prohibited items may result in confiscation of the shipment, additional fees, and potential legal consequences. The sender is responsible for ensuring compliance with all applicable regulations.

6. Rates and Fees

Shipping rates are calculated based on:

  • Origin and destination
  • Weight and dimensions (billable weight, whichever is greater)
  • Service level selected
  • Any special handling requirements

Additional fees may apply for:

  • Oversized or heavyweight packages
  • Residential delivery
  • Saturday or off-hour delivery
  • Address correction
  • Return of undeliverable packages
  • Customs clearance and documentation
  • Insurance above standard coverage

For current rates and fees, please use our online calculator or contact our customer service department. Rates are subject to change without notice, but confirmed quotes are honored for 7 days.

7. Tracking and Delivery

7.1 Tracking Information

All shipments include tracking at no additional cost. Tracking information can be accessed through:

  • Our website
  • Mobile app
  • Email notifications (if opted in)
  • Customer service

7.2 Delivery Attempts

For deliveries requiring a signature, we will make up to three delivery attempts. After the third unsuccessful attempt, the package will be held at a local facility for pickup or returned to the sender (additional fees may apply).

7.3 Proof of Delivery

Proof of delivery is available upon request at no additional charge and includes the delivery date, time, and the name of the person who signed for the package (if applicable).

8. Insurance and Claims

8.1 Standard Coverage

All shipments include limited liability coverage up to AED 100 at no additional charge. This coverage protects against loss or damage during transit.

8.2 Additional Insurance

For shipments valued over AED 100, additional insurance can be purchased during the shipping process. The cost is typically based on the declared value of the shipment.

8.3 Filing a Claim

In the event of loss or damage, claims must be submitted within 30 days of the expected delivery date. Claims can be filed through our website or by contacting customer service. Required documentation typically includes:

  • Tracking number
  • Proof of value (invoice, receipt)
  • Photos of damaged items and packaging (for damage claims)

8.4 Claim Resolution

Claims are typically processed within 7-10 business days. Approved claims will be paid via the original payment method or as a credit to your account, at our discretion.

9. International Shipping Considerations

9.1 Customs Documentation

All international shipments require proper customs documentation, including:

  • Commercial or proforma invoice
  • Accurate description of contents
  • Harmonized System (HS) codes (when required)
  • Declared value for customs

9.2 Duties and Taxes

The recipient is generally responsible for paying import duties, taxes, and fees levied by the destination country, unless arrangements have been made for the sender to pay these fees (Delivered Duty Paid or DDP service).

9.3 Customs Delays

Customs clearance times vary by country and can affect overall transit time. Portoff is not responsible for delays due to customs inspection or insufficient documentation provided by the sender.

10. Policy Changes

Portoff reserves the right to modify this Shipping Policy at any time. Changes will be posted on our website, and the revised policy will be effective immediately upon posting. It is the responsibility of users to review the Shipping Policy periodically.

11. Contact Information

For questions regarding this Shipping Policy or for assistance with shipping inquiries, please contact us:

Portoff Inc.
Attn: Shipping Department
123 Freight Boulevard
New York, NY 10001
Email: shipping@portoff.io
Phone: +1 (800) 123-4567