Our Policies
Shipping Policy
Our shipping policy ensures transparency, reliability, and clear expectations for all our clients. Please read carefully before placing your shipment.
Effective Date: January 1, 2025. This shipping policy applies to all shipments processed through PrimeRoute. By using our services, you acknowledge and agree to the terms outlined below. If you have questions, please contact our support team before shipping.
Section 1
Delivery Timelines
- Domestic shipping: 1-5 business days depending on origin and destination.
- International shipping: 5-21 business days depending on destination country and chosen freight mode.
- Express courier services: same-day or next-day delivery available within supported regions.
- All delivery estimates are subject to customs clearance times for international shipments.
- PrimeRoute is not responsible for delays caused by customs authorities, natural disasters, or other force majeure events.
Section 2
Packaging Requirements
- All shipments must be securely packaged to withstand the rigors of international or domestic transit.
- Fragile items must be clearly labeled and appropriately cushioned with protective materials.
- Liquid items must be sealed in leak-proof containers and placed in secondary packaging.
- Perishable goods require temperature-controlled packaging; please contact us for specialized options.
- We offer professional packaging services upon request — inquire when submitting your quote.
Section 3
Prohibited Items
- Illegal substances, narcotics, or controlled goods of any kind.
- Weapons, firearms, ammunition, or explosive materials without proper licensing.
- Counterfeit or trademark-infringing goods.
- Live animals (except through our dedicated Pet Delivery service with prior arrangement).
- Currency, precious metals, or negotiable instruments above declared thresholds.
- Items that violate the import/export laws of the origin or destination country.
Section 4
International Shipments
- All international shipments are subject to customs inspection by the destination country.
- The shipper is responsible for accurate and complete declaration of goods and values.
- Import duties, taxes, and customs fees are the responsibility of the consignee unless otherwise agreed.
- PrimeRoute provides customs brokerage support — contact us to learn more.
- Certain countries have import restrictions; we will inform you if your destination has specific requirements.
Section 5
Insurance & Liability
- Basic liability coverage is included for all shipments based on weight.
- We strongly recommend purchasing additional cargo insurance for high-value items.
- Claims for lost or damaged goods must be submitted within 7 days of the delivery date.
- PrimeRoute liability is limited to the declared value of the shipment.
- Insurance add-ons are available at the time of booking — select 'Insurance' in your quote request.
Section 6
Cancellations & Changes
- Shipment cancellations must be requested before the cargo has been dispatched.
- Cancellations after dispatch may incur a handling fee depending on the shipment stage.
- Address changes after pickup may incur additional charges and may delay delivery.
- To request a cancellation or modification, contact our support team immediately with your tracking code.