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What is a Money-Back Guarantee?

How Guaranteed Delivery Works with DHL, UPS, and Other Carriers

If a shipment doesn't arrive on time, you may be eligible for a refund of the shipping cost—provided you act quickly and meet the conditions. This guide explains which services offer a money-back guarantee, what the requirements are, and how to file a claim if something goes wrong.


Table of Contents

What is a Money-Back Guarantee?

A money-back guarantee means your shipment receives priority handling and is expected to arrive by a guaranteed time. If delivery is delayed, you may be entitled to a full or partial refund of the shipping fee under specific conditions.

⚠️ Important: Refunds are not automatic – you must contact us to file a claim.


Services That Include a Guarantee

These services include a money-back guarantee when booked through Sendify:

  • UPS Express Saver

  • UPS Express

  • UPS Express Plus

  • EDS Express Delivery Guarantee

  • DHL Express Worldwide 09:00 (launching July 2025)

  • DHL Express Worldwide 10:00 (launching July 2025)

  • DHL Express Worldwide 12:00 (launching July 2025)

For DHL Freight, the guarantee applies only when the "Priority Delivery" option (PRE 7 / PRE 10 / PRE 12) is selected:

  • DHL Paket

  • DHL Pallet

  • DHL Part Load

"If we—against all expectations—fail to deliver on time, we will refund both shipping and surcharge costs." – DHL Freight


Services Without Guarantee

The following services are not covered by a money-back guarantee:

  • All UPS services other than the Express options listed above

  • All DSV shipping options

  • All TNT services (Sendify cannot file claims on your behalf)

  • All FedEx services (same as TNT)

  • NTEX, unless the guarantee is manually activated after booking

  • Standard DHL Freight services without prioritization

  • DHL Express Economy Select

  • DHL Express Domestic (18:00)

  • DHL Express (18:00)


Terms and Restrictions

UPS

  • Max. length: 100 cm

  • Second-longest side: max. 76 cm

  • Max. 25 kg per parcel

  • Packaging must be corrugated cardboard (no wood or metal)

  • Length + girth must not exceed 300 cm

  • Claim must be filed within 15 days of the scheduled delivery date

DHL Freight (with PRE Option)

  • Guarantee applies only with Priority Delivery add-on

  • Refund includes shipping and surcharge if delayed

  • Guarantee covers delivery time, not the delivery day

  • Claim must be filed within 30 calendar days from shipment date

DHL Express

  • Valid only for Express 9:00, 10:30, and 12:00

  • Claim must be filed within 14 calendar days from shipment date

NTEX

  • Guarantee must be manually activated via Sendify Support after booking


How to File a Claim

If your guaranteed shipment arrives late, follow these steps:

Steps:

  1. Gather proof of delay (e.g., tracking screenshots)

  2. Contact us via chat or email

  3. Provide the following details:

    • Tracking number

    • Shipment date

    • Description of the delay

Deadlines:

  • DHL Express: within 14 calendar days of shipment

  • UPS: within 15 days of scheduled delivery date

  • DHL Freight: within 30 calendar days of shipment

Contact Sendify:


Tips to Avoid Common Issues

✅ Avoid Customs Delays

  • Choose DDP (Delivered Duty Paid) when possible

  • Ensure correct product descriptions, value, and recipient details

  • Incorrect or incomplete customs info is a common reason for delays

🚛 Ensure Smooth Pickup

  • Make sure the pickup address is correct and accessible

  • Be available on time – drivers wait a maximum of 5 minutes

  • Shipment must be packaged and ready at the pickup location

  • Optional: drop off directly at the carrier terminal (if preferred)