This means that we will refund or credit you with the shipping charges (or the proportionate part if only some of the packages in a shipment fail to meet the time limit) on request, where the money-back guarantee applies, if we deliver outside our time commitment. This amount will not include any VAT, duties, taxes or levies, provided that the following conditions are met:

• shipping documentation and labels must have been correctly completed and the labels must be affixed at the time of the claim;
• all documentation required by the country of origin, destination or countries of transit must be fully and accurately completed and included with the package;
• if applicable, the package must bear a Saturday delivery routing label (for destinations to which this service is available);
• the shipment must have been given to UPS before the latest collection time specified for guaranteed delivery;
• you must notify UPS of your claim in writing or by telephone within 15 days from the date of the scheduled delivery and advised us of the receiver's name and address, date of shipment, package weight and the UPS tracking number;
• the shipment must not have required additional handling; An Additional Handling charge may apply if your shipment requires special handling as stated in our UPS Terms and Conditions of Service/Carriage
• you must have provided all applicable information to UPS via electronic transmission no later than 15 minutes before the latest collection time specified by us for guaranteed delivery. This information should include, but is not limited to, the recipient’s full name and complete delivery address, as well as the shipment dimensions and weight.

Please note, the UPS money-back guarantee does not apply when late delivery results from the parcel not complying with the service restrictions and conditions set out in our Terms and Conditions of Carriage, or if it is because of events beyond our control (force majeure).

To find out if the money-back guarantee applies to your shipment, visit ‘Quote' on our homepage and enter your shipping details.

For more information on how to claim a money-back guarantee, visit our File a Claim page.