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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)