Refunds & Claims Policy

At Dominicana Cargo Express, we are committed to reliable shipping and logistics between the United States and the Dominican Republic. This policy explains how shipment claims, refunds, reimbursement requests, cancellations, and related issues are handled.

This Policy forms part of our Terms of Service and applies to all shipments, pickups, payments, transportation services, website usage, and app transactions.

1. Shipment cancellations

Before pickup

Customers may cancel a shipment request before pickup or intake without transportation charges being applied, unless operational fees or processing charges have already been incurred.

After pickup or intake

Once a shipment has been picked up, received, inspected, processed, packaged, weighed, documented, or prepared for transportation, certain fees may become non-refundable, including:

• Pickup fees
• Operational handling fees
• Packaging services
• Customs preparation costs
• Processing charges
• Payment processing fees

After transportation begins

Shipments that have entered transportation, export processing, customs handling, warehouse transfer, airport transfer, maritime transfer, or delivery routing are generally non-cancelable and non-refundable.

2. Refund eligibility

Refunds may be reviewed on a case-by-case basis for situations including:

• Duplicate payments
• Incorrect billing amounts
• Canceled shipment requests before processing
• Verified operational errors caused by Dominicana Cargo Express
• Approved service adjustments

Refund requests are subject to internal review, payment verification, shipment status verification, and operational approval.

3. Non-refundable situations

The following situations are generally not eligible for refunds:

• Customs delays or inspections
• Government holds or seizures
• Weather-related delays
• Port or airport congestion
• Carrier delays
• Incomplete or inaccurate shipment information
• Refused deliveries
• Prohibited or restricted items
• Undeclared shipment contents
• Improperly packaged shipments
• Missed delivery attempts
• Returned shipments caused by customer error
• Delays outside our reasonable control
• Shipment abandonment
• International duties, taxes, or customs fees already incurred
• Payment processing fees where permitted by law

4. Delivery delays

Estimated delivery dates are provided for reference only and are not guaranteed.

Delivery timelines may be affected by customs processing, government inspections, weather conditions, transportation interruptions, airline or maritime delays, port congestion, regulatory requirements, security inspections, and events beyond our reasonable control.

Delays resulting from these circumstances do not qualify for refunds, chargebacks, or reimbursement claims.

5. Claims for missing or damaged shipments

Customers must report any missing, damaged, incomplete, or incorrect shipment issues within 7 calendar days after delivery.

Claims submitted after this period may be denied.

To review a claim, we may request photos of shipment contents and packaging, proof of value or receipts, shipment tracking information, government-issued identification, and supporting documentation related to the shipment.

Submission of a claim does not guarantee approval. All claims are subject to shipment verification, operational review, declared contents validation, customs review where applicable, and compliance with our Terms and Policies.

6. Fragile, perishable, and improperly packaged items

Dominicana Cargo Express is not responsible for damage involving fragile or breakable items, glass items, electronics without protective packaging, temperature-sensitive goods, perishable products, liquids, improperly packaged shipments, or insufficiently protected contents—unless packaging services were directly provided by Dominicana Cargo Express.

Customers are solely responsible for ensuring shipments are properly packaged for transportation and handling conditions.

7. Claim limits and reimbursement limits

Approved claims are limited to a maximum reimbursement of USD $200 per box, barrel, package, or shipment unit, unless additional declared protection coverage was separately approved in writing before transportation.

Reimbursement approvals are based on declared shipment value, verified shipment contents, supporting documentation, operational findings, and compliance with all applicable policies.

Dominicana Cargo Express reserves the right to deny claims involving false declarations, undeclared items, understated shipment values, prohibited items, fraudulent activity, customs violations, or inaccurate shipment information.

8. Customs, duties, and government actions

Customers are responsible for complying with all customs laws, import/export regulations, and transportation restrictions.

Dominicana Cargo Express is not responsible for losses resulting from customs confiscation, regulatory enforcement actions, government inspections, import/export violations, duties or taxes assessed by authorities, restricted or prohibited goods, or documentation issues caused by inaccurate customer information.

Customers may remain financially responsible for resulting fees, penalties, storage charges, or legal consequences.

9. Storage fees and abandoned shipments

Shipments remaining unpaid or unclaimed may incur storage fees.

Shipments held for more than 20 days after arrival or notification may incur storage charges equal to 10% of declared shipment value, or other applicable operational storage fees.

Shipments remaining unresolved after 30 days may be considered abandoned where permitted by law. Abandoned shipments may be sold, auctioned, destroyed, or otherwise disposed of to recover storage costs, transportation expenses, customs-related charges, operational fees, and outstanding balances.

10. Refund processing times

Approved refunds are generally processed back to the original payment method. Estimated processing times may vary depending on the payment provider, bank, or financing institution.

• Card refunds: 5–10 business days
• ACH or bank refunds: 5–10 business days
• Financing provider adjustments: subject to provider processing timelines

Processing delays caused by financial institutions are outside our control.

11. Klarna, Affirm, Afterpay, and installment payments

• Financing agreements remain subject to the provider’s own terms and conditions
• Refund approvals do not automatically cancel financing obligations until processed by the provider
• Partial refunds may adjust installment balances or schedules
• Interest, financing fees, or third-party charges imposed by financing providers may not be refundable by Dominicana Cargo Express
• Customers remain responsible for complying with their financing agreement terms

12. Chargebacks and payment disputes

Customers are encouraged to contact us before initiating payment disputes or chargebacks.

Fraudulent, abusive, or invalid chargebacks may result in account suspension, shipment delays, refusal of future service, or collection efforts where permitted by law.

We reserve the right to provide shipment records, delivery confirmations, customer communications, customs documentation, photographs, signatures, tracking information, and related operational records when responding to disputes.

13. Contact us