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Terms and conditions


Schedule 1: General definitions and interpretation

  1. General Definitions and Interpretation of the Zenda Direct Merchant Facilitation Agreement
    1. In the Zenda Direct Merchant Facilitation Agreement (“Agreement”), unless otherwise stated or unless the context otherwise requires, each capitalised term will have the meaning set out in this Schedule 1 (Definitions):

      Affiliate means in respect of a party, any entity which is the Subsidiary or Holding Company of that party or which is a Subsidiary of any such Holding Company in at any relevant time any action or undertaking pursuant to this agreement requires

      Charges means the Supplier's charges applicable and in force at the time an Order is received by the Supplier and which are payable in accordance with the Conditions of Carriage

      Conditions of Carriage means the conditions of carriage set out in Schedule 2 to this Agreement, as amended by the Supplier from time to time

      Confidential Information means all proprietary and confidential information of a party or Personal Data which by its very nature should be treated as confidential or which is designated as confidential by a party, including the provisions of this Agreement

      Contract Date means the date of execution of this Agreement by the last party to execute it

      Customer Data means data, in whatever form, owned or controlled by a member of the Customer Group which is made available to the Supplier or is otherwise created, collated or collected by the Supplier in connection with this Agreement

      Customer Group means the Customer and its Affiliates

      Data Protection Laws means all applicable data protection legislation in force from time to time including but not limited to the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003, the General Data Protection Regulation (EU) 2016/679), any United States federal, state or local law and all guidance and codes of practice issued by applicable supervisory authorities in connection therewith as amended or replaced from time to time relating to data protection in any jurisdiction where personal data is being processed pursuant to this Agreement

      Default Interest Rate means 2% above the base rate of the Bank of England in effect at the time of default

      GST means any applicable goods and services tax

      Holding Company has, for purposes of Supplier, the meaning set out in section 1159 of the UK Companies Act 2006 and shall include parent and subsidiary undertakings as defined in section 1162 of the Companies Act 2006, and for Customer, the meaning set out in the applicable laws of the jurisdiction under which Customer is organized.

      Insolvency Event means one or more of the following events affecting a party (Affected party):

      • the Affected party becomes unable to pay its debts or is deemed to be unable to pay its debts within the meaning of section 123 of the UK Insolvency Act 1986 (assuming, if necessary, that section 123 aforesaid applies to the Affected party); the United States Bankruptcy Code or other applicable laws governing reorganization and bankruptcy as applicable to either or both of the Supplier or Customer.
      • a winding-up petition is presented in respect of the Affected party;
      • the Affected party enters into liquidation either compulsory or voluntary or a provisional liquidator is appointed in respect of the Affected party;
      • notice of intention to appoint an administrator is served in respect of the Affected party or an application for an administration order in respect of the Affected party is filed at court;
      • an administrator, administrative receiver, receiver or manager or similar officer is appointed in respect of the whole or any part of the Affected party's assets;
      • the Affected party proposes to enter or enters into any composition or arrangement with its creditors generally or any class of creditors;
      • distress execution or other legal process is taken or steps are taken to enforce any encumbrance over all or part of the assets and/or undertaking of the Affected party; or
      • the Affected party is subject to an event analogous to any of (a) to (g) above in any other jurisdiction

      Intellectual Property Rights means all current and future copyright, patents, trademarks or rights in databases, inventions or trade secrets, know-how, rights in designs, topographies, trade and business names, domain names, marks and devices (whether or not registered) and all other intellectual property rights and applications for any of those rights (where such applications can be made) capable of protection in any country of the world

      Minimum Shipment Volume per Order has the meaning given in Customer Rate Sheet of the Zenda Direct Merchant Logistics Facilitation Agreement

      Minimum Shipment Volume Shortfall has the meaning given on Schedule 2

      Order has the meaning given on Schedule 2

      Parcel has the meaning given on Schedule 2

      Personal Data shall have the meaning given to that term in the Data Protection Act 1998 and any other applicable Data Protection Law

      Recipient means the legal person nominated by the Customer to receive the Shipment

      Relevant Law means:

      • any statute, regulation, by law, ordinance or subordinate legislation which is in force to which a party is subject;
      • the common law as applicable to the parties (or any one of them);
      • any binding court order, judgment or decree applicable to the parties (or any one of them); and
      • any applicable industry code, policy, guidance, standard or accreditation terms (i) enforceable by law which is in force , and/or (ii) stipulated by any regulatory authority to which any member of the Supplier Group is subject

      in each case, as such is in effect at the time any action or undertaking pursuant to this agreement requires application of such Relevant Law

      Shipment has the meaning given on Schedule 2

      Staff means any person engaged by the Supplier in connection with this Agreement including the Supplier's employees and any agents and contractors and their respective employees

      Subsidiary has, for purposes of Supplier, the meaning set out in section 1159 of the Companies Act 2006 and for Customer, the meaning set out in the applicable laws of the jurisdiction under which Customer is organized

      Supplier Data means data, in whatever form, owned or controlled by a member of the Supplier Group including, but not limited to, tracking information, commodity, compliance data or other classification codes, pricing information and any other data created by the Supplier as part of or in connection with its performance of the services

      Supplier Group means the Supplier and its Affiliates

      Term means the Initial Term and any Extension Period

      VAT means any value added tax, sales tax, use tax, or other tax charged or imposed pursuant to Directive 2006/112/EC or any national legislation implementing such Directive (including without limitation the Value Added Tax Act 1994 of the United Kingdom), and any similar or analogous sales, use or other turnover tax imposed or charged in any relevant national, federal, state, city, county, parish or other local jurisdiction (whether in substitution for or in addition to value added tax)

      Working Day means Monday to Friday excluding any day on which banks are not open for business in any location where the services are provided or received

      Year means a period of 12 calendar months from the Contract Date and each subsequent consecutive period of 12 calendar months during the Term

    2. Clause headings are for ease of reference only and do not form part of or affect the meaning, interpretation or construction of this Agreement.
    3. References to the singular include the plural (and vice versa) and words denoting persons include individuals, bodies corporate, partnerships, unincorporated associations and other bodies.
    4. A reference to a statute, statutory provision or any subordinate legislation shall unless otherwise stated be construed as including a reference to that statute, provision or subordinate legislation as in force at the Contract Date and as amended, extended, re-enacted or replaced from time to time.
    5. The schedules and appendices form part of this Agreement and references to this Agreement include the schedules and appendices.
    6. References to clauses, schedules and appendices are to clauses of and schedules and appendices to this Agreement; references in a schedule or an appendix to paragraphs are to the paragraphs of that schedule or appendix; and a reference to a clause or paragraph number is, unless otherwise specified, a reference to all its sub-clauses or sub-paragraph
    7. In this Agreement the words other, includes, including and in particular do not limit the generality of any preceding words and any words which follow them shall not be construed as being limited in scope to the same class as the preceding words where a wider construction is possible.

  2. Schedule 2: Conditions of Carriage

  3. Application
    1. These Conditions of Carriage govern the provision of end-to-end parcel delivery services by the Supplier.
    2. The services provided by the Supplier under these Conditions of Carriage are limited to the collection, transportation, customs clearance where applicable and delivery of a Shipment.
    3. The Supplier may amend the Conditions of Carriage from time to time. The Conditions of Carriage in force at the time an Order is received by the Supplier shall apply to that Order and to each Shipment specified in that Order.
  4. Definitions
    1. In these Conditions of Carriage, the following terms and expressions shall have the meanings and shall be interpreted as set out below unless the context requires otherwise.

      Dangerous Goods means any good that:

      • is specified in the IATA Dangerous Goods Regulations as amended from time to time;
      • is prohibited or otherwise unlawful under any Relevant Law;
      • is restricted (including from being carried by air) under any Relevant Law; or
      • the Supplier otherwise determines (in its sole and absolute discretion) that cannot be carried safely

      Force Majeure means in relation to a party, circumstances beyond the reasonable control of that party including disruption to air or ground transportation due to bad weather, fire, flood, acts of God, acts of any governmental or supranational authority, war or national emergency, strikes and other industrial disputes (other than strikes or industrial disputes affecting Staff)

      IATA means the International Air Transport Association

      Order means an order placed by the Customer in accordance with this Agreement and the Conditions of Carriage in respect of a Shipment

      Minimum Shipment Volume per Order is defined on the Customer Rate Sheet in the Zenda Direct Merchant Facilitation Agreement

      Minimum Shipment Volume Shortfall is the difference between the actual number of Parcels which comprise a particular Shipment and the Minimum Shipment Volume per Order

      Piece means a package (e.g. box, bag, etc.) comprising of one or more individual Parcels. Additional dimensional limitations are indicated on Schedule 3.

      Parcel means any single item weighing not more than 66 lbs (30 kg). Additional dimensional limitations are indicated on Schedule 3.

      Shipment means a particular consignment of one or more Pieces, comprising of one or more Parcels that the Supplier has accepted for delivery

      TSA means the Transportation Security Administration which is an agency of the United States' Department of Homeland Security

  5. Conditions of carriage

    Shipment restrictions

    1. Each Shipment must comply with the following general restrictions:
      • each Parcel must not weigh more than 60 lbs (27.2 kg) and each Piece must not weigh more than 60 lbs (27.2 kg); Additional dimensional limitations are indicated on Schedule 3.
      • Supplier’s liability per Parcel is limited to $100; for the avoidance of doubt, this is at wholesale replacement value, not retail replacement value.  Refer to Schedule 6 for additional information on covering a lost or damaged parcel.
      • Customer must honestly and accurately declare the wholesale replacement value of every Parcel shipped through Supplier’s platform for the purposes of complying with a) international trade regulations and b) the loss/damage protection that Supplier offers.
      • For the avoidance of doubt, Customer will not be entitled to any loss/damage protection that a) is inaccurately or falsely declared, or b) exceeds the declared value of any parcel shipped on Supplier’s platform
      • Should a parcel shipped by Customer be declared at a value exceeding $100, Supplier shall not be liable for the portion exceeding $100; however, Customer will have the opportunity to purchase increased loss/damage protection for any parcel with a declared value exceeding $100.
      • each Shipment must not contain any Dangerous Goods;
      • each Parcel must not contain any items of unusual value (including works of art, antiques, precious stones, stamps, unique items, gold or silver), money or negotiable instruments (including cheques, bills of exchange, bonds, savings books, pre-paid credit cards, share certificates or other securities); for additional items, please refer to Schedule 6.
      • each Parcel, Piece and Shipment must not contain any goods that may damage any other goods being carried by the Supplier or Supplier equipment
      • each Parcel, Piece and Shipment must not contain any live animals, items of unusual value or obnoxious or perishable goods; and
      • each Parcel, Piece and Shipment must comply with all applicable legal and regulatory requirements and restrictions, including those imposed by the relevant importing and exporting countries.
    2. Packing, marking and inspection of shipments

    3. The Customer must:
      • prepare all Shipments for safe carriage by air and road, assuming ordinary care in handling;
      • adequately protect using appropriate packaging for air and road transport, any items susceptible to damage as a result of any condition which may be encountered in air transportation (including changes in atmospheric pressure and air temperature);
      • prepare all Shipments in secure premises and put appropriate measures in place to protect each Shipment from unauthorised interference;
      • appropriately mark and label all Parcels, Pieces and Shipments;
      • complete all legal and regulatory documents (including, but not limited to, any export control document) in respect of a Shipment (including, but not limited to, the items that comprise the Shipment); and
      • provide accurate information in respect of a Shipment (including, but not limited to, the items that comprise the Shipment) to enable any legal or regulatory documents to be correctly completed and the Shipment (and all items that comprise the Shipment) to be exported and imported.
    4. The Supplier may (in its sole and absolute discretion) refuse to carry or arrange carriage of a Shipment (or any part of a Shipment) that is incorrectly or insufficiently packaged.
    5. The Supplier may (in its sole and absolute discretion) open, inspect and scan (including by x-ray) any Shipment without notice at any time (including for safety, security, customs or other regulatory reasons). The Supplier shall incur no liability of any kind respect of any action taken by it under this paragraph 3.4.

    6. Known shipper

    7. The Customer must be a known shipper approved under the Known Shipper Management System administered by the TSA (an Approved Known Shipper)
    8. The Supplier may refuse carriage of a Shipment (or any part of a Shipment) if the Customer is not an Approved Known Shipper (including in circumstances where the Customer loses its status as an Approved Known Shipper during the Term).

    9. Accuracy of information

    10. The Customer shall be solely responsible for the accuracy and completeness of any particular information provided to the Supplier. The Customer must ensure that all Shipments set out adequate contact details for the Customer and the Recipient.

    11. Refusal, suspension and sale or destruction of Shipments

    12. The Supplier may (in its sole and absolute discretion) refuse carriage of a Shipment (or any part of a Shipment) for any reason.
    13. The Supplier may (in its sole and absolute discretion) suspend carriage of a Shipment (or any part of a Shipment) for any reason (including if the Supplier cannot effect delivery or if the Recipient refuses to accept delivery). Where the Supplier suspends carriage of a Shipment (or any part of a Shipment) it may return the Shipment (or any part of the Shipment) to the Customer.
    14. If, having suspended carriage of a Shipment (or a part of a Shipment) in accordance with this paragraph 3, the Supplier is unable within a reasonable time to obtain the Customer's instructions on its disposition or to identify the Recipient or any other person entitled to the Shipment (having if necessary opened the Shipment), the Supplier shall be entitled to destroy or sell the Shipment (or any part of the Shipment). The proceeds of any such sale shall first be applied to Charges, costs or expenses (including any interest) outstanding in respect of the Shipment or otherwise from the Customer.

    15. Export permits, import permits and customs clearance

    16. The Customer shall obtain all necessary export and import permits in respect of a Shipment. The Customer shall be liable for any costs incurred in obtaining any such export and import permits.  The Supplier may refuse to accept a Shipment (or part of a Shipment) or my suspend carriage of a Shipment (or part of a Shipment) where the Supplier determines (in its sole and absolute discretion) that the Customer has not obtained all necessary export and import permits in respect of a Shipment.
    17. Where a Shipment requires customs clearance, the Customer must provide the Supplier with complete documentation for such customs clearance. Unless the Supplier notifies the Customer otherwise, the Supplier shall seek and obtain customs clearance on behalf of the Customer.  The Customer shall be liable for any costs incurred by the Supplier in seeking and obtaining customs clearance for the Customer.  The Supplier shall issue an invoice to the Customer in respect of any such costs in accordance with paragraph 7.
    18. The Customer agrees that the Supplier may be considered as being the receiver of the Shipment (or a Parcel that forms part of the Shipment) for the sole purpose of appointing a customs broker to carry out any customs clearance insofar as is allowed by Relevant Law.
  6. Customer warranties and indemnities
    1. The Customer warrants that all Shipments presented for carriage comply with its obligations under paragraphs 1 to 3.13.
    2. The Customer must indemnify the Supplier and keep the Supplier indemnified for any costs, expenses, losses, taxes and customs duties incurred by the Supplier (including as a result of any claims made against the Supplier) because a Shipment does not meet any of the requirements specified in these Conditions of Carriage, because of any refusal or suspension of carriage or because a Shipment is returned.
    3. If a Shipment fails to comply with any of the requirements and restrictions specified in these Conditions of Carriage, the Supplier will not meet any loss howsoever arising which the Customer may suffer in connection with the carriage by the Supplier of the Shipment (regardless of whether that failure to comply has caused or contributed to the loss and notwithstanding any negligence on the part of the Supplier or its employees, contractors or representatives). If the Supplier does suspend carriage for a reason allowed by these Conditions of Carriage, the Customer shall not be entitled to any refund on the Charges it has paid.
  7. Minimum volume
    1. Each Shipment must satisfy the Minimum Shipment Volume per Order, as stated in the Customer Rate Sheet.
    2. In the event that a Shipment does not satisfy the Minimum Shipment Volume per Order, the Customer shall be liable to pay the Supplier an additional surcharge as indicated on the Customer Rate Sheet.
  8. Routing and delivery
    1. The Supplier shall use reasonable efforts to deliver a Shipment to the Recipient within 4-8 Business Days of receipt of the Shipment from the Customer.
    2. The Supplier may carry the Shipment by any routing and with any intermediate stopping places as the Supplier determines appropriate.
    3. The Customer acknowledges and agrees that Shipments may be consolidated with other of other transport or delivery service providers and that the Supplier may not monitor the inbound and outbound movement of individual Shipments at all handling locations.
    4. Shipments shall be delivered to the Recipient's address provided by the Customer. Shipments do not have to be delivered to the named Recipient personally. 
    5. The Supplier may notify the Recipient of an upcoming delivery or a missed delivery. The Supplier may offer the Recipient alternative delivery options such as delivery on another day, no signature required, redirection or collection from a specified premises.  Where the Customer or the Recipient selects certain alternative delivery options, including delivery of a Parcel to a specified place, the Supplier shall not be liable in any way for that Parcel from the time and point of delivery.
    6. A Shipment is considered to have been delivered when the Recipient or another person at the Recipient's address has signed for the Shipment.

    7. Force Majeure

    8. The Supplier shall not be liable for any failure to perform, or delay in performing, any of its obligations if and to the extent that the failure or delay is caused by Force Majeure provided that such failure or delay could not have been prevented by reasonable precautions. The time for performance of an obligation which is affected by Force Majeure shall be extended by a period which reflects the impact of the delay caused by the Force Majeure.
  9. Insurance
    1. The Supplier does not offer insurance to the Customer. However, the Supplier does offer loss/damage protection up to $100 of declared wholesale replacement value per Parcel, and enhanced loss/damage protection for parcels exceeding $100 of declared value through a 3rd  Refer to Schedule 6 for more details on the Supplier’s loss/damage protection offering.
  10. Returns, refusals and non-deliverables
    1. The Supplier shall notify the Customer where a Recipient refuses to accept delivery of a Parcel or where the Supplier has been unable to deliver the Parcel for whatever reason. The Supplier and Customer shall agree whether the Parcel shall be returned to the Customer or destroyed.  The Customer shall be liable for the cost of such return or destruction of the Parcel.  The Supplier shall issue an invoice to the Customer in respect of any such costs in accordance with paragraph 7.
    2. If the Supplier and Customer cannot agree within 30 days of the Supplier providing notice to the Customer in accordance with paragraph 1 whether the Parcel shall be returned to the Customer or destroyed, the Supplier may destroy the Parcel. The Customer shall be liable for the cost of such destruction of the Parcel.  The Supplier shall issue an invoice to the Customer in respect of any such costs in accordance with paragraph 7.
    3. The Supplier is not liable for any loss (including, but not limited to, any damage to the Parcel in storage) incurred by the Customer or any other party where a Recipient refuses to accept delivery of a Parcel or where the Supplier has been unable to deliver the Parcel for whatever reason.
  11. Limitation of Liability
    1. The Supplier's liability in respect of any Parcel shall be no more than the declared wholesale value of the Parcel up to a maximum of $100 per Parcel.
    2. The Supplier shall not be liable for any loss or damage arising out of circumstances beyond the Supplier's control. These include, but are not limited to, electrical or magnetic damage to, or erasure of, electronic or photographic images, data or recordings; and any act or omission by a person not employed or contracted by the Supplier (including the Customer, the Recipient, a customs or other government official).
  12. Charges and payment
    1. The Supplier shall submit an invoice in respect of the Charges payable for the services performed during the immediately preceding month, which invoice shall be payable by the Customer within 30 days of the date of receipt of such invoice.
    2. The Customer shall be entitled to withhold payment or part of a payment in respect of any invoice which the Customer disputes in good faith. Any disputed invoice shall be resolved in accordance with clause 13 of the Agreement.
    3. The Charges shall be invoiced and paid in US dollars.
    4. The Supplier may review the Charges and the Minimum Shipment Volume per Order at any time. The Supplier may adjust the Charges (including any increase or decrease in the Charges or particular components of the Charges) and the Minimum Shipment Volume per Order (including any increase or decrease in the Minimum Shipment Volume per Order) at three month intervals during the Term.  Supplier will give at least sixty days of advanced notice should there be any changes made to any upcoming Charges, Surcharges, or Minimum Shipment Volume per Order.
    5. If the Customer has not paid any Charges in accordance with this Agreement, the Supplier shall be entitled to hold any Shipment it is carrying (or part of any Shipment it is carrying) until the Supplier receives full payment. The Supplier may sell the Shipment it is carrying (or part of any Shipment it is carrying) and use the proceeds of any such sale to make good the debt to it in accordance with Relevant Laws.  Any unpaid balance shall remain due to the Supplier and payable by the Customer.
    6. All Charges and expenses quoted in this Agreement are exclusive of sales tax which shall also be paid by the Customer if a receipt which is valid for such tax purposes is provided to the Customer. All other taxes and charges are included in the Charges. 
    7. The Customer shall be billed for, and is obligated to pay Supplier, any GST, VAT, customs duty, excise duty, additional loss/damage protection fees, and any other taxes, duties, or relevant fees payable in respect of a Shipment and any such GST, VAT, customs duty, excise duty and any other taxes, duties, or other relevant fees shall be recoverable from the Customer by the Supplier. Customer will have access to Supplier’s shipping platform in order to assist with the calculation of and collection of taxes, duties, and other relevant fees.
    8. Where required by Relevant Law, each party shall be entitled to receive interest on any payment not made when properly due pursuant to the terms of this Agreement, calculated from day to day at a rate per annum equal to the Default Interest Rate, and payable from the day after the date on which payment was due up to and including the date of payment.
  13. Limitation of liability
    1. The Supplier's liability in respect of any Parcel shall be no more than the declared wholesale value of the Parcel up to a maximum of $100 per Parcel.
    2. The Supplier shall not be liable for any loss or damage arising out of circumstances beyond the Supplier's control. These include, but are not limited to, electrical or magnetic damage to, or erasure of, electronic or photographic images, data or recordings; and any act or omission by a person not employed or contracted by the Supplier (including the Customer, the Recipient, a customs or other government official).
  14. Claims procedure
    1. The Customer should reference Schedule 6 for information regarding loss/damage claims.
    2. The Customer is not automatically entitled to the settlement of a claim in accordance with the limitations on liability set out in paragraph 10.
  15. General
    1. The Supplier may subcontract any or all of its rights and obligations under this Agreement without the prior written consent of the Customer. The Customer shall not be entitled to assign, transfer or otherwise deal with its rights and obligations arising under or in connection with this Agreement (and/or any document entered into pursuant to or in connection with it) in whole or in part except with the express written consent of the Supplier which the Supplier may grant or withhold in its absolute discretion.
    2. The parties intend each provision of these Conditions of Carriage to be severable and distinct from the others. If a provision of these Conditions of Carriage is held to be illegal, invalid or unenforceable, in whole or in part, the parties intend that the legality, validity and enforceability of the remainder of these Conditions of Carriage shall not be affected.
    3. Termination or expiry of this Conditions of Carriage for any reason shall not affect any rights or liabilities that have accrued prior to such termination or expiry or the coming into force or continuance in force of any term that is expressly or by implication intended to come into or continue in force on or after termination or expiry. The following paragraphs shall continue in force on and after the termination or expiry of these Conditions of Carriage: paragraph 3 (Conditions of carriage); paragraph 3.12 (Export permits, import permits and customs clearance); paragraph 7.1 (Payment); paragraph 10 (Limitation of liability); paragraph 12.6 (General).
    4. Delay in exercising, or failure to exercise, any right or remedy in connection with these Conditions of Carriage shall not operate as a waiver of that right or remedy. The waiver of a right to require compliance with any provision of these Conditions of Carriage in any instance shall not operate as a waiver of any other exercise or enforcement of that right and the waiver of any breach shall not operate as a waiver of any subsequent or other breach.  No waiver in connection with these Conditions of Carriage shall, in any event, be effective unless it is in writing, refers expressly to this paragraph, is duly signed on behalf of the party granting it and is communicated to the other party in accordance with clause 9 of the Agreement.
    5. Except as otherwise stated in these Conditions of Carriage each party shall bear its own costs and expenses incurred in connection with the preparation, negotiation, completion and implementation of these Conditions of Carriage and all ancillary documents and any changes to these Conditions of Carriage or such ancillary documents.
    6. These Conditions of Carriage are governed by and shall be interpreted in accordance with the laws of the State of New York and each party submits to the jurisdiction of the courts in the City of New York, New York County. Nothing in these Conditions of Carriage shall prevent the Supplier or any member of the Supplier Group bringing a claim within the jurisdiction in which the Customer is incorporated; and either party or any of its Affiliates seeking or obtaining injunctive relief in any jurisdiction.

Schedule 3: Shipping terms and conditions

Parcel DIM factor: 166. Pricing is based on the greater of actual weight or DIM weight.

For Minimum Shipment Volume and Surcharge for pickups under the Minimum Shipment Volume, refer to the Customer Rate Sheet in the Zenda Direct Merchant Facilitation Agreement.

Estimated delivery time to the UK of 4 to 7 business days from pickup, and 5 to 8 business days for Western European deliveries.

Fee schedule is inclusive of fuel surcharges, DDP delivery, residential delivery, and signature upon delivery.

Pricing is contingent on meeting all shipping requirements as specified in the Zenda Direct Merchant Facilitation Agreement.

Pricing is based on proximity to an international airport. Refer to Schedule 5 for the list of British Airways origin airports.

The maximum weight of an individual parcel is 66 lbs. Refer to the table below for the full weight and size limits per country.

Country Max weight (lb) Max length (in) Max volume (in3) Max girth (in) How is girth calculated?
Austria 66 39 20,631 141 L+(2×H)+(2×W)
Belgium 66 47 - 59 L+(2×H)+(2×W)
Bulgaria 66 47 33,511 47×31×23 L×W×H
Croatia 66 47 33,511 47×31×23 L×W×H
Cyprus 66 47 33,511 47×31×23 L×W×H
Czech Rep. 66 47 33,511 47×31×23 L×W×H
Estonia 66 47 33,511 47×31×23 L×W×H
France 66 47 - 59 L+(2×H)+(2×W)
Germany 66 94 - 94 L+(2×H)+(2×W)
Greece 66 47 33,511 47×31×23 L×W×H
Hungary 66 47 33,511 47×31×23 L×W×H
Ireland 66 47 - 118 L+(2×H)+(2×W)
Italy 66 47 - 47×47×27 L×W×H
Latvia 66 47 33,511 47×31×23 L×W×H
Lithuania 66 47 33,511 47×31×23 L×W×H
Luxembourg 66 47 - 59 L+(2×H)+(2×W)
Malta 66 47 33,511 47×31×23 L×W×H
Netherlands 66 39 - 133 L+(2×H)+(2×W)
Poland 66 47 33,511 47×31×23 L×W×H
Portugal 66 47 - 59 L+W+H
Romania 66 47 33,511 47×31×23 L×W×H
Slovakia 66 47 33,511 47×31×23 L×W×H
Slovenia 66 47 33,511 47×31×23 L×W×H
Spain 66 47 - 59 L+W+H
UK 66 59 - 118 L+(2×H)+(2×W)

Schedule 4: Shipping destinations

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Estonia
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Spain
  • United Kingdom

Schedule 5: Origin airports

Zip code City Code
30320 Atlanta, GA ATL
78719 Austin, TX AUS
21240 Baltimore, MD BWI
02128 Boston, MA BOS
60666 Chicago, IL ORD
75261 Dallas, TX DFW
80249 Denver, CO DEN
20166 Dulles, VA IAD
77032 Houston, TX IAH
90045 Los Angeles, A LAX
33142 Miamo, FL MIA
37217 Nashville, TN BNA
07114 Newark, NJ EWR
19153 Philadelphia, PA PHL
85034 Phoenix, AZ PHX
15231 Pittsburgh, PA PIT
11430 Queens, NY JFK
92101 San Diego, CA SAN
94128 San Francisco, CA SFO
95110 San Jose, CA SJC
98158 Seattle, WA SEA

Schedule 6: Shipping loss & damage coverage

Coverage

Coverage provided to Zenda, and its customers, by this agreement is based upon the declared value of the shipment and covers freight from all risks of physical loss or damage from an external cause (subject to exclusions) while in transit. Shipments must originate from the United States of America. Inbound/return shipments are not covered.

You acknowledge that:

  • This service is offered by Zenda to its customers and is managed by Shipsurance.
  • This insurance service is provided by Voyager Indemnity Insurance Company.
  • Voyager is a non-admitted insurer.

In order for a package to be covered, the shipping carrier must have verified acceptance of your package for mailing. This is found on the respective tracking websites of the shipping carriers. If a shipping label is printed but not scanned by the carrier as accepted it is deemed as never been mailed and there is no coverage.


Pay special attention to the following coverage exclusions and conditions:

  • Not all commodities and destinations are covered. Make sure the item(s) that you are shipping (Exclusion A) and the destination (Exclusion B) are not excluded from coverage.
  • Items must not be shipped in the original manufacturers packaging or any packaging that alludes to the contents. (Exclusion E)
  • All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of, released to the shipping carrier, or returned to the seller before a claim is completed. Failure to comply can result in the denial of the claim. (Condition B, 1)
  • During the claims process, a claim statement/affidavit signed by the recipient (or intended recipient) will be required. This is a form document provided by Shipsurance that allows the recipient (or intended recipient) to indicate loss or damage. (Condition B, 3, d)
  • Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc.) with a value of $500.00 or more must be sent with the direct or adult Signature Confirmation Service provided by the Carrier (must be signed for at delivery). (Condition E, 1)

Definitions

The following terms have specific meanings and appear in bold face type throughout this program:

  1. Carrier means the company that is transporting the parcel or freight covered by this program.
  2. Freight means packages or shipments transported through commercial freight Carriers.
  3. Insured means the shipper(s), individual(s), or companies who have elected to seek additional coverage for declared-value shipments through this program.
  4. Parcel means packages or shipments transported through parcel carriers.
  5. Shipsurance means the agent, Shipsurance Insurance Services.
  6. Total Insured Value means the total value of the item(s) declared for insurance coverage. Includes the Carrier provided coverage, if any.
  7. We, us and our means Voyager Indemnity Insurance Company.

Coverage limits

This insurance covers up to $2,000.00 per package. Maximum coverage per conveyance is $100,000.00.


Exclusions

This program does not provide coverage for the following:

  1. Accounts, bills, currency, cash in transit, evidence of debt, checks, money orders, cash on delivery (COD) payments, coins (collectible coins are not excluded), securities and other negotiable papers, tickets, deeds, notes, gift cards, manuscripts, documents, neon items, hazardous material (per UPS Hazardous Materials List), LCD monitors or screens, televisions (including LCD, plasma, CRT, projection, and similar), perishable cargo or similar property, eggs, any stone or ceramic slabs, automobiles, motorcycles, live animals, flowers, plants, seeds, cigarettes/cigars, cotton, tobacco, windows, plate glass, stained glass, float glass,  laptop computers (including tablets computers, ipads, and similar electronics), and mobile telephones (including cell phones, smart phones, messaging phones, android phones, iPhones, blackberry phones, and similar).
  2. Shipments sent to Afghanistan, Angola, Bolivia, Burma, Congo, Cuba, Iran, Iraq, Ivory Coast (Cote d'Ivoire), Liberia, Nigeria, North Korea, Paraguay, Sierra Leone, Somalia, Sudan, Syria, Venezuela. Any location that would be in violation of any U.S. economic or trade sanctions including OFAC Restricted Countries. For shipments to Russian and other Commonwealth of Independent States countries (includes Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Kyrgyzstan, Moldova, Russia, Russian Federation, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan) coverage ceases upon touchdown of the aircraft at the airport of destination or upon discharge from the overseas vessel at the destination discharge port.
  3. Parcel(s) or freight that require a signature confirmation or signature required service that are not sent using the required signature service are excluded from coverage.
  4. Loss, damage, shortage, or non-arrival of any parcel or freight and its contents which is addressed incorrectly or packed insufficiently to withstand the normal rigors of transit.
  5. Loss, damage, shortage, or non-arrival of any parcel or freight and its contents when it bears a descriptive label or packaging which describes, or alludes to, the nature of the contents. This includes the manufacturer packaging. International shipments that contain customs declarations are NOT excluded from coverage.
  6. Loss, damage, shortage, or non-arrival of any parcel or freight and the contents when it is obtained by trick, false pretense, or other fraudulent schemes.
  7. Loss, damage, shortage arising out of loss of market, delay, loss of use, clean-up costs, decay, inherent vice, or other deterioration, any remote or consequential loss, whether or not arising out of a peril insured against or changes in temperature or humidity.
  8. War Exclusion, Atomic and Nuclear Exclusion: In no case shall this program cover loss damage or expense caused by:
    • War, civil war, revolution, rebellion, insurrection, or civil strife arising from, or any hostile act by or against a belligerent power;
    • Capture, seizure, arrest, restraint or detainment (piracy excepted), and the consequences of or any attempt of;
    • Derelict mines, torpedoes, bombs, or other derelict weapons of war. In no case shall this program cover loss damage or expense arising from the use of any weapon of war employing atomic or nuclear fission, fusion or other like reaction or radioactive force or matter.
  9. Mechanical and Electrical Derangement or Mechanical Breakdown - Loss of or damage due to mechanical, electrical, electronic derangement or refrigerated breakdown unless there is evidence of external damage to the parcel or its packaging. Data files and installed computer programs are not covered for erasure, corruption, or loss
  10. American Institute of Marine Underwriters Extended Radioactive Contamination Exclusion clause.
  11. American Institute of Marine Underwriters Chemical, Biological, Bio-Chemical, Electromagnetic, and Cyber Weapons Exclusion clause.
  12. Shipments involving illegal or controlled substances are excluded from coverage.
  13. Pollution: This program does not apply to any damage, expense, cost, loss, liability or legal obligation arising out of or in any way related to pollution, however caused.
  14. Pollution includes the actual, alleged or potential presence in or introduction into the environment of any substance if such substance has or is alleged to have, the effect of making the environment impure, harmful, or dangerous. Environment includes any air, land, structure or the air therein, watercourse or water, including underground water. We will have no duty to defend any suit arising out of or in any way related to pollution.

  15. Shipments sent through owned, leased or rented vehicles that are not commercial parcel or freight

Conditions

  1. Claim disputes

    This program shall be construed and interpreted in accordance with the laws of the State of California.

    The parties agree that any and all claims or disputes arising out of the program or the performance of the program shall be brought in Los Angeles County, California.

    The Insured agrees to INDEMNIFY AND HOLD HARMLESS Shipsurance and us from any loss, liability, damage or costs, including court costs and attorney fees that they may incur due to misreading, misunderstanding, and not following the coverage requirements provided by this program and any applicable endorsements.

  2. Claim requirements
    • All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of or released to the carrier before a claim is completed as photographs will be required. Failure to comply will result in the denial of the claim due to insufficient packing.
    • Concealed damage allows for the discovery of loss or damage up to 15 days after final delivery. The loss is deemed to have possibly occurred during the insured transit. Discovery of loss or damage occurring 16 days or later after final delivery is deemed to have occurred while the shipment was NOT in transit, and therefore, is not covered.
    • In case of loss or damage to the covered parcel or freight the following must be completed:
      • The Insured will file immediate notice of non-delivery, damage, or shortage with the Carrier and with Shipsurance;
      • The recipient will take proper exceptions on the delivery receipt when any loss or damage is apparent at the time of delivery;
      • The Insured will complete a Shipsurance claim form and provide all required documents to Shipsurance within one hundred and twenty (120) calendar days from the date of shipment. If the Carrier has liability and their remittance (Carrier’s claim check and stub) or response has not been received by the Insured within the 120 day timeframe, all other claim paperwork must be received by Shipsurance within one hundred and twenty (120) calendar days from the date of shipment.

        A complete claim submission must include a Shipsurance claim form, a copy of the carrier's tracer form, a copy of the invoice or recent appraisal, photos of damaged goods and packaging, a repair estimate, a claim statement signed by the recipient (or intended recipient), and any other documentation relevant to supporting the authenticity of a claim requested by Shipsurance. Failure to complete the claim form and follow all claim instructions could lead to non-settlement of claim.

      • If the shipment is sent by the United States Postal Service (USPS) or consolidators, complete claims must be submitted and received by Shipsurance within one hundred and twenty (120) calendar days of the shipment date. If the claim is for loss the Insured must wait twenty (20) calendar days (Domestic shipments) or 40 calendar days (International shipments) before filing claim with Shipsurance.
    • Any damage to parcel or freight that was not repaired must be made available to us or Shipsurance, if requested.
    • Once a claim has been accepted and approved by us, prompt payment will be made to the Insured.
    • We and Shipsurance will rely on the determination of responsibility made by the original Carrier to assist in substantiating the loss.
  3. Conformity to statute

    Any provision of this program that is not in conformity with the laws of the state in which this program is issued, is amended to comply with the minimum requirements of such law.

  4. Other insurance

    This program is excess coverage if there is other insurance coverage. After the other insurance has paid up to its limit, our program will provide coverage up to its limit, but not exceeding the remainder of the loss.

  5. Signature confirmation service

    Jewelry (includes necklaces, earrings, watches, rings, bracelets, broaches, etc.) with a value of $500.00 or more must be sent with the direct or adult Signature Confirmation Service provided by the Carrier (must be signed for at delivery). This service is available by most Carriers often at an additional expense to their core shipping service.

  6. Valuation

    We shall be liable for the invoice value of parcel or freight lost, destroyed or damaged, however, in the event there is no invoice, we shall be liable for the actual cash value of the parcel or freight. Claims for repairs shall be payable for the fair market costs of such repairs. In no event shall claims exceed the value declared prior to shipment and declared for premium purposes.

Shipsurance reserves the right to disallow any user to purchase Shipsurance insurance at any time with 10 days written, certified notice.

By purchasing shipping insurance online, you certify that all information provided is accurate and truthful. The submission of a false, fictitious, or fraudulent statement may result in imprisonment of up to 5 years and a fine of up to $10,000 (18 USC 1001). In addition, a civil penalty of up to $5,000 and an assessment of twice the amount falsely claimed may be imposed (31 USC 3802). Warning: any fraudulent claims will make the shipper and/or consignee liable for any prosecution for mail fraud under federal crime code.


Information provided to Shipsurance by Zenda for every parcel shipped

The following list shows the information provided to Shipsurance by Zenda in order to establish loss/damage protection for every parcel, up to the declared value:

  • Shipment Date
  • Carrier
  • Service Type
  • Tracking Number
  • Declared Value
  • Consignee Full Name
  • Destination Address
  • Destination City
  • Destination State
  • Destination Zip / Postal Code
  • Destination Country
  • Shipper Unique Identifier
  • Shipper Company Name
  • Shipper First Name
  • Shipper Last Name
  • Shipper Street Address 1
  • Shipper Street Address 2
  • Shipper City
  • Shipper State
  • Shipper Zip / Postal Code
  • Shipper Country
  • Shipper Email Address
  • Shipper Phone Number

Contact us

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