Login or
Sign in with Sign inSign inSign in
Sign in with Sign inSign inSign in

Terms & Conditions

Effective as of 13.50, 28 November 2012

As a user of this website you acknowledge that you are bound to our terms and conditions below.


Listed below the following terms that will be found in these terms of carriage:

SendCargo: The trading name of Send Cargo Limited.
Consignments: A parcel or a group of parcels sent to a single address.
Consignee/Receiver/Recipient: The person who is receiving the consignment.
Shipping Labels: The documentation placed on the parcel.
Working Day: Monday to Friday 10:00am to 7.00pm. Saturday 10:00 - 14:00

Obligation to our customers

The carrier has the right to refuse a consignment for a given reason such as insufficient packaging or the consignment being too large or the consignment(s) have been misdescribed then such refusal will constitute a similar accrual by SendCargo. In addition SendCargo has the right to refuse any order/user from our system.

All queries/claims must be directed through SendCargo who will then contact the relevant carrier on your behalf. If the carrier is contacted directly, SendCargo may not be able to assist you with your query at a later date.

SendCargo can only delivery to a full street address. We cannot deliver to a PO Box or BFPO address. If a consignment is collected and returned for this reason, no refund will be given.

Payment is taken by our automated system at the end of your order.

Tracking is available through our website online by logging in and checking for order history, Status. Hard copy Proof Of Delivery (POD) will be charged at £3.00 per item only upon request.

Restricted / Prohibited Items & Items with limited liability

Please check our Restricted/Prohibited Items list. If any one of the following items in this list is collected by a driver you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void.

Please note SendCargo booking systems are automated by computer software, therefore SendCargo staff are unable to monitor what is being shipped, so it is the customers responsibility to either read the terms and conditions or enquire directly via email to see if your parcel is acceptable.

Collection & Delivery

Via our Quote & Book system our website takes all booking data as per the customers instructions. The customer will have a choice of various collection windows to choose from, please note that this time slot is not guaranteed. If your collection fails you must contact SendCargo and request an alternative collection time which will be booked as soon as possible or at another convenient time. We do not automatically rebook consignments that have suffered a failed collection. It is your responsibility to contact us if your parcel is not collected.

Collections & Deliveries are made on working days only. Saturday deliveries are optional at an extra cost, this option is available during booking. Bank Holidays in both the UK and national holidays abroad are not working days.

Please ensure you are in at the collection time that you request. A surcharge of up to 100% of the original charge may be applied if you are out when the driver attempts to collect.

All delivery times shown on our site are estimates and no guarantees are made. Consignments may be delayed for reasons that are out of the control of both SendCargo and the particular carrier.

Refunds for late deliveries will only be made for the following guaranteed services: By 10am, By Midday and Saturday AM. In this case the difference between the price paid and the price of the service provided will be credited upon request.

Please note that all guaranteed services start once the consignment is collected. No refund / discount will be given for failed collections.

Carriers will attempt to deliver the consignment to our warehouse(s) address requested already by us to one address as this is where we wrap your cargo/item(s) to prepare it.

This address is:
Walkin / Dropoff office & Warehouse
17 Umberston Street
Off Commercial Road
E1 1PY

Tracking will not work until the package has been collected, therefore it is the customers responsibility to be kept informed by the person at the collection address when the parcel has been collected.

For certain destinations carriers do not provide a door-to-door service. In this situation the recipient may need to collect the consignment themselves. If in doubt please contact SendCargo before sending your consignment and we will advise whether you can expect this issue to arise.

Failure to provide an accurate delivery contact telephone number may delay the delivery of the consignment. Failure to provide this information on request may result in the consignment being returned at the expense of the sender.

Customs Clearance

You are pre paying for the postage charges of your consignment(s) only. SendCargo has no control over any customs queries or charges that may arise unless stated otherwise. These are applied directly by the authorities in country. It is your responsibility to check whether there are taxes, duties or other customs charges for your consignment and to arrange for their payment has gone up. We will help with custom charges by adding them on to your order but we can't guarantee they are the exact fee's. You can do this by speaking to the Consulate of the destination country. We can offer advice if asked but we are not a point of authority. You can't cancel your order if you find the fee's are not suitable to you after ordering.

Disputes regarding Customs charges must be raised with the issuing authority. SendCargo has no authority to challenge the authorities of Bangladesh's decisions.

SendCargo will pass onto the sender all customs taxes, duties or other charges. The sender is responsible for paying these charges. Charges vary between countries and many will impose a charge for destroying the cargo if taxes are not paid. The sender is also liable for this charge.

In the event of a cargo being returned to the sender from outside the UK for any reason then the charge will be the appropriate import rate for the consignment. This is likely to be higher than the price paid to export the goods.

For consignments going outside the European Union a commercial/proforma invoice is required. Failure to provide this document or an incomplete or inaccurate document will result in the consignment being delayed and possibly returned at the sender's expense.


It is very important that you accurately declare the weight and dimensions of each parcel in your consignment. Every parcel is scanned and weighed by the appropriate carrier. If you under declare then you will be surcharged. The surcharge amount varies depending on the carrier and service selected.

If maximum length of length is between 1.5m - 1.84m = £30
If maximum length of parcel is between 1.8m - 2.6M = £100
If maximum length of parcel is greater than 2.6m = £100

If volume of parcel is between 0.23m3 - 0.28m3 = £45
If volume of parcel is between 0.28m3 - 0.34m3 = £120
If volume of parcel is greater than 0.34m3 = £250

If weight of parcel is between 31.5Kg - 50Kg = £141
If weight of parcel is greater than 50Kg = £3.50 kg

For all other services SendCargo will pass on the difference between the price paid and the correct price based on the actual weight and dimensions. In addition a £25 administration fee will be charged.

On some services there will be a surcharge if a redelivery is necessary.

Some areas will be subject to a remote area surcharge. This will be calculated in the quoting system at the time of booking.

The automated system books and charges for the delivery. If the consignment(s) has to be returned then the return charge is chargeable. This will be the best available price available on our site.

We may supply documentation to accompany your shipment. You will be advised of this at the time of ordering. This must go with the shipment, if not your shipment could be delayed and the carrier may well charge you a higher premium direct.

Surcharges must be paid within 5 days of receipt of our invoice.

Damage / Loss

Any item that is listed in our prohibited items, will be exempt from any claim against delay, damage and loss. Please check our Prohibited items list. Your consignment(s) must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items will be re-wrapped in our warehouse unless you advise us not to.

In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept the claim will be rejected.

Any item traveling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any claim for a consignment item that is damaged as a result of a fall, with the packaging intact will therefore be declined.

If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.

The recipient must sign 'UNCHECKED' for all parcels that he/she is unable to check when the driver delivers.

If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the senders responsibility to inform the recipient of these terms and conditions.

All claims must be brought to us via email to aj@sendcargo.co.uk within 3 days of receipt. Please state your SendCargo order/tracking number and a detailed description of the claim/complaint. Allow 3 working days for us to review all details of the claim before we contact you.

Liability & Claims

If you require cover on the full value of the consignment then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover. If we go and collect the cargo then there is no cover or insurance.

Additional transit cover applies to per consignment only and not per parcel within a multi-parcel consignment.

In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.

If the item is not sufficiently packed, the claim will be rejected. Please check our guidelines before ordering.

If the item is not correctly labelled, the claim will be rejected.

Please check our Restricted / Prohibited items list to see if you are able to make a claim.

Any item that is listed in our Restricted / Prohibited Items section will be exempt from our liability cover.

Any consignment that is subject to a surcharge for being too large or too heavy will not receive any transit cover - neither the free included amount or any additional cover you may have purchased.

The person placing the order is responsible for the information entered. SendCargo will not be held responsible for wrong information or misdescription that is entered and no refunds will be given in this instance.

Liability is limited to the negligence of the carrier . This is then limited to the customer who placed the order with SendCargo.

Loss or damage under the following conditions will not be covered:

Act of God
Consequences of war
Insufficient packaging / Incorrect labelling
Restricted / Prohibited contents
Force majeure

SendCargo will deal with the person who placed and/or booked the order only.

Liability is limited to the cost of sending the item only and to the insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.


We aim to provide outstanding customer service. If you have any complaint about the service you have received from us, please contact the Operations Director.


If any part of these terms and conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms and conditions will not be affected.

Governing Law

These terms and conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English Courts shall have jurisdiction over any disputes between us.

Statutory Rights

These terms and conditions are in addition to your statutory rights as a consumer which remain unaffected.

Registered Company
Head Office
Send Cargo Limited
17 Umberston Street, London E1 1PY