Our role. We act as a freight forwarder and fulfillment provider — we arrange transport and warehouse services with carriers, customs brokers and warehouse operators on your instructions. We are not the ocean or air carrier, and transport documents are issued by the performing carrier.

Basis of liability. For each leg, compensation is assessed under the convention or tariff the performing carrier applies to that leg (for example the Montreal Convention for air, and the carrier's bill of lading terms for ocean), or on the value you declare at booking where that is lower. Declared value affects both cover and recovery, so please declare accurately.

What we are not liable for. Loss or delay caused by customs examination or hold, incorrect or incomplete documentation or addresses supplied by you, undeclared or prohibited goods, weather, carrier schedule changes, port congestion, strikes, war, sanctions or embargo, and force majeure. We are not liable for lost profit, lost sales, stock-out penalties or other indirect or consequential loss.

Your side. Pack goods for international transit, label them correctly, and insure high-value consignments if you need full cover — cargo insurance can be arranged on request and is quoted per shipment.

Making a claim. Tell us as soon as you find a problem and in any event within 7 calendar days of delivery (14 days for damage that was not visible on the outer packaging), with photographs of the packaging and goods, the packing list, and the consignee's written note of the damage. We respond to exception notices within 2 hours and work to a resolution within 24 hours during China business days.

Ceiling. Except where the law provides otherwise, our total liability for a single shipment is limited to the amount recoverable from the performing carrier or insurer for that shipment.