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:
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UPS Express Saver
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UPS Express
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UPS Express Plus
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EDS Express Delivery Guarantee
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DHL Express Worldwide 09:00 (launching July 2025)
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DHL Express Worldwide 10:00 (launching July 2025)
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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:
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DHL Paket
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DHL Pallet
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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:
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All UPS services other than the Express options listed above
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All DSV shipping options
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All TNT services (Sendify cannot file claims on your behalf)
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All FedEx services (same as TNT)
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NTEX, unless the guarantee is manually activated after booking
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Standard DHL Freight services without prioritization
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DHL Express Economy Select
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DHL Express Domestic (18:00)
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DHL Express (18:00)
Terms and Restrictions
UPS
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Max. length: 100 cm
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Second-longest side: max. 76 cm
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Max. 25 kg per parcel
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Packaging must be corrugated cardboard (no wood or metal)
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Length + girth must not exceed 300 cm
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Claim must be filed within 15 days of the scheduled delivery date
DHL Freight (with PRE Option)
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Guarantee applies only with Priority Delivery add-on
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Refund includes shipping and surcharge if delayed
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Guarantee covers delivery time, not the delivery day
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Claim must be filed within 30 calendar days from shipment date
DHL Express
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Valid only for Express 9:00, 10:30, and 12:00
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Claim must be filed within 14 calendar days from shipment date
NTEX
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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:
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Gather proof of delay (e.g., tracking screenshots)
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Contact us via chat or email
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Provide the following details:
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Tracking number
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Shipment date
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Description of the delay
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Deadlines:
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DHL Express: within 14 calendar days of shipment
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UPS: within 15 days of scheduled delivery date
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DHL Freight: within 30 calendar days of shipment
Contact Sendify:
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💬 Live chat (bottom right corner)
Tips to Avoid Common Issues
✅ Avoid Customs Delays
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Choose DDP (Delivered Duty Paid) when possible
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Ensure correct product descriptions, value, and recipient details
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Incorrect or incomplete customs info is a common reason for delays
🚛 Ensure Smooth Pickup
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Make sure the pickup address is correct and accessible
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Be available on time – drivers wait a maximum of 5 minutes
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Shipment must be packaged and ready at the pickup location
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Optional: drop off directly at the carrier terminal (if preferred)