Shipping Terms

• Package / Piece — one individually handled box, carton, parcel or other physical unit.
• Shipment — one or more packages/pieces accepted under the same transaction, receipt, waybill or order.
• Limited contractual shipment protection — a limited contractual commitment by AH & CO Logistics to reimburse certain losses up to a stated maximum. It is not insurance, is not underwritten by an insurer, and creates no rights beyond those stated in these Shipping Terms.

• Personal courier: boxes, gifts, personal effects.
• Commercial freight: inventory, pallets, consolidation.
• Local pickup: in the Inland Empire and Los Angeles County, per coverage confirmed at quote time.

You must accurately and fully declare:

• Detailed contents of the package.
• True weight and dimensions.
• True commercial value of the goods.
• Full recipient details (name, address, ID if customs requires, phone).

Declared value is used for customs clearance and to compute any claim. Under-declaration may result in customs penalties, seizure, and a denied claim.

Declared value is used for customs documentation and to calculate the ceiling of any approved claim. Declared value alone does not create or increase any coverage, shipment protection or contractual liability of AH & CO Logistics, unless protection is separately approved and documented in writing before dispatch. This applies subject to applicable law and to our Terms & Conditions.

Packaging is the sender's responsibility. AH & CO Logistics is not responsible for loss or damage caused by inadequate, insufficient or improper packaging by the customer, including unsuitable boxes, insufficient internal protection, overpacked or overweight cartons, and items not prepared for consolidated international transport. Accepting, collecting, weighing or transporting a package does not constitute an inspection, approval or certification that its packaging is adequate.

Repacking, when offered, is a separate paid service. Repacking does not create insurance, shipment protection or any guarantee against loss or damage, and does not change the protection limits that apply to the shipment. Where AH & CO Logistics performs repacking, its responsibility for that work is determined by applicable law and by our Terms & Conditions.

• California pickup is scheduled within a time window. If no one is available to hand over the freight, an additional visit fee may apply.
• We make up to two (2) delivery attempts at destination. After that, freight may stay at the local operator's warehouse and incur storage fees.
• Delivery is deemed completed when the recipient or a present adult signs or confirms receipt, even if contents do not match expectations (disputes are handled via claims).

Transit times are estimates, not guarantees. Estimated transit times vary by destination, customs processing and carrier conditions. Contact us for the current estimated transit time for your shipment.

We do not guarantee specific dates and do not offer refunds for delays caused by customs, weather, holidays, strikes or force majeure.

We handle export and import paperwork. Duties, taxes, VAT or fines charged by destination customs are the recipient's responsibility unless a DDP service has been agreed in writing.

AH & CO is not responsible for customs inspections, delays, holds, duties, taxes, seizures, or any government action in any jurisdiction. We prepare documentation in good faith based on information you provide; however, customs authorities may open, inspect, detain, or reject shipments at their sole discretion. Any costs, penalties, or losses resulting from customs actions are your responsibility.

We do not transport items listed on our prohibited items page. If a shipment contains them we will return it to the sender at their cost, or hand it to the competent authority when required by law.

The standard service does not include insurance. AH & CO acts as a freight consolidator and forwarder, not as an insurer. Where protection is offered it is limited contractual shipment protection, strictly limited to what is described below for each country and service.

Colombia — Courier (personal / small parcel): Eligible courier shipments include limited contractual shipment protection for loss only. If an individual package/piece within a multi-piece shipment is confirmed permanently lost, that lost package/piece may qualify for reimbursement. For each approved lost package/piece, reimbursement is limited to the lesser of USD $200 or the declared value attributable to that package/piece. Damage of any kind — including partial, cosmetic, concealed and fragile-item damage — is not covered. Delays, missed dates, customs inspections, holds, duties, taxes, seizures, and indirect or consequential losses are also excluded. This protection is not insurance.

Colombia and Mexico — Commercial freight / carga (LCL / pallet / B2B): Commercial and carga shipments (Mexico and Colombia): standard service does not include insurance or shipment protection. Shipment protection exists only where it has been separately approved and documented in writing by AH & CO Logistics before dispatch. Declared value alone does not create or increase coverage or contractual liability. Liability for commercial and carga shipments is determined by applicable law and by our Terms & Conditions.

Mexico — Basic shipment protection: Eligible Mexico shipments include limited contractual shipment protection. Partial loss — missing contents from inside a delivered package/piece: for an approved partial-loss claim, reimbursement is limited to the lesser of the documented actual loss or USD $150 per affected package/piece. Full loss — complete loss of an individual package/piece: for an approved full-loss claim, reimbursement is limited to the lesser of the documented actual loss or USD $300 per lost package/piece. Each lost package/piece is evaluated separately. This protection is not insurance.

Mexico — Optional shipment protection: Optional shipment protection may be purchased for Mexico shipments. Optional protection replaces the basic $150/$300 protection limits and does not stack with them. It must be purchased and approved before dispatch. Optional protection may cover full loss, partial loss or missing contents, theft, and physical damage. Reimbursement for any approved claim is limited to the lesser of the documented actual covered loss or the applicable purchased protection limit. This protection is not insurance.

• Small box: $15 — Maximum coverage $300
• Medium / large box: $25 — Maximum coverage $500
• Extra large box: $30 — Maximum coverage $1,000
• Non-standard boxes: +$10–$15 approx. — May add up to $300 of additional coverage where applicable, depending on size and value.
• Multi-box shipment: $50 — Up to $2,000 of coverage for the qualifying shipment as a whole — not $2,000 per box.

Excluded from any shipment protection on every lane (fragile / unsuitable for consolidation):

• glass, ceramics, porcelain, mirrors
• screens, monitors, TVs (covered or not by original packaging)
• cell phones, tablets, laptops, and similar portable electronics
• gaming consoles, cameras, drones, and similar consumer electronics
• musical instruments without hard case
• artwork, antiques, collectibles
• perishables and items requiring cold chain
• any item listed under Prohibited Items

We are not liable for indirect, consequential, lost-profit, sentimental-value or business-opportunity damages, nor for cosmetic wear consistent with consolidated international transport.

Claim deadline: Claims must be reported within 48 hours of delivery or of the last applicable tracking update.

All claims require, as applicable:

• AH & CO shipment receipt/invoice
• Tracking or shipment number
• Box manifest / declared contents
• Proof of value for the claimed merchandise
• Recipient information
• Delivery date or last tracking update

Damage claims additionally require:

• Photos of all sides of the box as received
• Photo of the shipping label
• Photos of the damaged merchandise
• Photos of the internal packaging
• Original packaging retained until the claim is closed

Partial-loss claims additionally require:

• Photos of the exterior box
• Photos of the shipping label
• Photos of the interior and the remaining contents
• Original packaging retained
• Manifest showing the missing merchandise was declared and received

Full-loss claims require:

• Shipment receipt
• Tracking history
• Manifest
• Proof of value
• Carrier confirmation/determination of loss

Protection does not apply to:

• Illegal or prohibited merchandise
• Restricted goods shipped without required approval/documentation
• Undeclared items
• Items not listed on the shipment manifest
• Fraudulent or intentionally misstated contents or values
• Damage caused by inadequate or improper packaging
• Fragile items not adequately packaged for international consolidated transport
• Pre-existing damage
• Cosmetic damage to exterior packaging when the merchandise is not damaged
• Delay or missed delivery dates alone
• Customs inspections, holds, seizure, duties, taxes, or government action
• Indirect or consequential loss, including lost profits, sentimental value, business interruption, or loss of use
• Claims submitted after the 48-hour deadline
• Claims where required packaging or evidence was discarded before review

Claim authority: Claims are received and documented by AH & CO Logistics and submitted to the applicable carrier/claims partner. Final claim approval is determined by the carrier/claims partner.

Colombia courier: only shipments with a package/piece confirmed permanently lost are eligible; for each approved lost package/piece, reimbursement is limited to the lesser of USD $200 or the declared value attributable to that package/piece, and damage of any kind is not covered. Mexico: eligible shipments are covered by the basic protection limits above, or by the optional protection limit where it was purchased and approved before dispatch, in each case limited to the lesser of the documented actual covered loss or the applicable limit. Commercial freight / carga (Colombia and Mexico): no shipment protection unless it was separately approved and documented in writing before dispatch.

To be eligible, a claim must meet all of the following:

• the shipment is a Colombia courier shipment (no other lane is covered)
• the package/piece is confirmed permanently lost
• shipment was paid in full
• contents were declared accurately at booking
• shipment did not contain prohibited, restricted, fragile, or excluded items
• loss was reported in writing within the claims window
• claim is filed by the original payer of the shipment

To file a claim:

1. Notify in writing at hello@ahcologistics.us within 30 calendar days of delivery (or expected delivery for lost shipments).
2. Attach: quote number, quote invoice, photos of the package before and after, a detailed content list and proof of value (purchase invoice, online-store screenshot).
3. Confirm sender and recipient contact details.

We will review and respond within 30 business days. Claims filed outside the window or without supporting documents are not accepted.

You may cancel a shipment at any time before international dispatch by sending a written request to hello@ahcologistics.us or WhatsApp at +1 (909) 545-1729. A cancellation is effective only when we confirm it in writing.

Refund policy by stage:

• Before pickup or warehouse drop-off: 100% refund of amounts paid.
• After pickup and before international dispatch: refund of paid freight minus costs already incurred (pickup visit, handling, re-packing, storage). A minimum USD $15 administrative fee applies.
• After international dispatch: no refund. The shipment continues to destination and is delivered normally.
• Recipient refusal at destination: return, storage, or disposal costs are the customer's responsibility and are netted against any credit balance.

Non-refundable under any circumstance: fees paid to third parties (customs, taxes, duties, fines), redirection surcharges requested by the customer, failed-delivery attempt fees, and services already rendered (executed pickup, closed consolidation).

Processing: approved refunds are issued to the original payment method within 10 business days of confirmation. Posting times depend on the customer's bank or payment processor.

Declared value and estimated transit times do not create a right to refund for delays, customs inspections, or force majeure.

We are not liable for failures caused by events beyond our reasonable control, including but not limited to: extreme weather events; natural disasters; labor disruptions or strikes; border closures; carrier interruptions; civil unrest; government actions, regulations, or sanctions; pandemics; cyber-attacks on third-party infrastructure; and any other event that makes performance impossible, unsafe, or commercially unreasonable through no fault of our own.

Claims: hello@ahcologistics.us. General support: hello@ahcologistics.us. Phone / WhatsApp: +1 (909) 545-1729.