Terms and conditions

1. General provisions

1.1. These Terms and Conditions apply to the services which are provided by Technologiju era, UAB, Veiveriu st. 151, 46417 Kaunas, Lithuania, Reg. No: 300151980 and VAT No: LT100001986013 to a user (Customer) of the website www.sendparcel.com (the Site) and any orders for services which are made using the Site.
1.2. This Agreement (Terms and conditions) determines procedures of booking of and payment for the services, also provision and restrictions of the services provided, as well as requirements for preparation of the Consignment.
1.3. By using Sendparcel.com services, Customer confirms he/she has read the Agreement and fully agrees with all its provisions.
1.4. The Parties agree that relations between Sendparcel.com and the Customer not outlined in this Agreement is regulated by the laws of the Republic of Lithuania and other legal acts.  

2. Sendparcel.com services

2.1. The Sendparcel.com services allow Customer to send items with a choice of the international Courier companies that Sendparcel.com holds accounts with. Courier companies and their employees are defined as Courier in this Agreement.
2.2. The carriage is undertaken by the Courier selected by the Customer. However, contract for the carriage of items remains between the Customer and Sendparcel.com, Sendparcel.com manages all aspects of the interaction with the Carrier on behalf of the Customer. Accordingly, if a Customer has any queries or issues about any order, he/she should contact Sendparcel.com.
2.3. When placing an order for parcel delivery service, Customer can choose the Courier according to service, price and/or other criterion.

3. Definitions of the Agreement

3.1. "Sendparcel.com" is Technologiju era, UAB and its employees.
3.2. Package is one piece (envelope, box, roll and similar) of properly packed and labelled items.
3.3. Consignment is one or more Packages described in one Shipment document (Shipping label) and sent by one Sender to one Receiver and delivered to one particular address.
3.4. Standard Consignment is a Parcel all sizes (length, width, height and weight) of which meet the requirements of delivery service selected by a Customer. The mentioned specific requirements are outlined in service description in section 7. If any of the sizes exceeds the allowed ones, Consignment is considered as Non-standard.
3.5. Courier/Carrier is a company that has cooperation agreement with Sendparcel.com and carries the Consignment.
3.6. Sender is a person or a company (including its employees) assigning to transport a properly packed and labelled Consignment to a particular Consignee. The Customer may be the Sender, however, the Sender is not necessary the Customer.
3.7. Receiver/Consignee is a person or company indicated on a Package of the Consignment and on its Shipping label as the person/company to whom Consignment is addressed and by whom it will be accepted at the place of destination.
3.8. Guaranteed Delivery service is a delivery service that offers Money back guarantee in case the Consignment is not delivered by a particular time. Whether delivery term is guaranteed or not, is specified in service description in section “Shipping services” on the Site. Delivery on weekend cannot be guaranteed.
3.9. Remote area is a place of Shipment collection and/or delivery located in a distant and/or hard-to-reach territory requiring additional costs in order to reach it.
3.10. Shipment Value is a price that Sender/Customer paid for the goods he sends and can prove this fact with documents of purchase.
3.11. Pre-pay Account is Customer’s account on the website of Sendparcel.com to which funds can be added in advance and used to pay for an order at the time of booking.
3.12. Shipping labels is a Consignment waybill, manifest, bill of lading or other document supplied by Sendparcel.com to a Customer according to which the Courier accepts the Consignment for carriage and which confirms this Agreement and has a unique Tracking number (barcode). The Customer is responsible for correctness of data that he / she supplies to Shipping labels.
3.13. Insurance Amount is the amount by which the Customer insures the Consignment and which cannot exceed the value of it.
3.14. In writing means a method of notice transfer when information of Sendparcel.com or the Customer is transferred directly in writing, sent by registered mail or e-mail.
3.15. Working Day is any calendar day from 08.00 to 18.00 that is established as working day determined by the State.
3.16. Surcharges are costs that may be suffered by Sendparcel.com and charges which Sendparcel.com may incur from the Carriers that could not have been included into the price at the moment of order placing and therefore should be paid by the Customer.
3.17. Prohibited items are items that must not be sent using Sendparcel.com services. Read the list of Prohibited items here.
3.18. No-compensation Items are items which it is strongly recommended that a Customer does not send using  Sendparcel.com services and which is covered only in case of loss of the Consignment. These include documents, valuable and other items value of which is difficult to determine, also fragile items. Read the list of No-compensation Items here.
3.19. Damaged Consignment means a Consignment that is no longer in the condition in which it was collected.  The Consignment is considered as damaged when its contents are damaged together with its Package.
3.20. Loss of a Consignment is a fact of loss of a Consignment in transit from the moment of its collection confirmed by Sendparcel.com in writing.
3.21. Third-party delivery is a delivery method when the Customer is neither the Sender nor the Receiver. Such a delivery is coordinated and all questions arising from that are solved with the Customer only. In such case Sender and Receiver are considered as third parties to which Sendparcel.com has no liability.

4. Order placement and the right to cancel

4.1. Sendparcel.com is not obligated to accept Customer’s orders. Order is considered as accepted and this Agreement as valid only after Sendparcel.com confirms acceptance of the order to the Customer. Sendparcel.com keeps the right to accept and/or cancel orders unilaterally.
4.2. Customer has the right to ask to cancel an order. Refund is performed following Refund Policy. In some cases (see Service description in section 7), Orders may only be cancelled and payment refunded until time specified at the time of ordering. After this specified time has passed, Order will not be refunded.
4.3. Any order can be cancelled by a Customer until the time that the Consignment is collected from the Sender. After a Consignment has been collected, Order cannot be cancelled.  This is because order was placed on Customers behalf with the Carrier and will be charged for the collection. By arranging for the Consignment to be collected, Customer consents to the provision of services to him/her and accordingly he/she will not be able to exercise any legal cancellation right that he/she may have (also known as a 'cooling off' right) from the point when the Consignment is collected from the Sender.
4.4. In case it is determined, that Prohibited or dangerous/hazardous items or materials were assigned for delivery without Sendparcel.com and Courier’s, Sendparcel.com has the right to cancel the Order without a notice and to refer to relevant Authorities. This could lead the Customer being prosecuted where unlimited fines and imprisonment are possible.
4.5. Courier and/or Sendparcel.com have the right to refuse to accept an Order or collect Consignment in case of improper and/or insufficient packaging or in case of mismatch between the Order and the actual Shipment.

5. Obligations and liability of "Sendparcel.com"

5.1. In all cases Sendparcel.com is liable to the Customer (person/company/party) only. If an Order is placed by the Sender, Sendparcel.com will not contact the Receiver and vice versa. Sendparcel.com is not liable for any losses suffered by third parties.
5.2. Sendparcel.com and Customer are obligated to cooperate in case of recovery of losses suffered by any of the two parties from guilty third parties (Sender, Receiver, carrier, other person or company).
5.3. Sendparcel.com keeps the right to suspend transportation and delivery of a Consigment without early warning.
5.4. Services offered by Sendparcel.com include Standard Cover (unless indicated otherwise in service description) of up to €100 per Consignment (not for its each package separately) in case of its damage or loss in transit if Additional Insurance was not purchased at a time of booking.
5.5. When placing an Order, Customer can insure Consignment additionally (unless indicated otherwise in service description). The cost of Additional insurance is 2 % from the amount insured but no lesser than €11,60 + VAT (if applied). Amount insured is the maximum amount which Customer can claim for and Sendparcel.com will pay for loss or damage of the Consignment. The amount insured cannot exceed the value of the Consignment. Standard cover is invalid if Additional Insurance was purchased.
5.6. The maximum liability of Sendparcel.com for damage/loss of a Consignment is limited to the amount of transit cover selected when an order was placed (including any Additional insurance) plus the postage fees paid with order. For example, if Standard Cover was selected, Customer will receive a compensation of up to €100 plus postage fees. If Additional Insurance of €500 was purchased, Sendparcel.com will pay a compensation up to €500 plus postage fees excluding amount paid extra for Additional insurance. If a Parcel was damaged in transit, not lost, Sendparcel.com will only compensate shipping charges partly in proportion to the weight of the Consignment that has been damaged or lost.
5.7. In case of damage/loss of a Consignment Sendparcel.com liability is limited to the value of contents of the Consignment that cannot exceed amount of selected cover (Standard or Additional), excluding packaging costs and amount paid extra for Additional Insurance, if ordered.
5.8. If during order placement incorrect information of weight, measurements and/or post codes of the Sender and/or Receiver are supplied, no cover (including Standard and Additional) is valid. Additional insurance fee will not be refunded. If a Consignment is bigger and/or heavier, then the additional weight/size will be charged together with a surcharge of €6 + VAT (if applied).
5.9. Sendparcel.com is not liable for damage of Consignments that have not been properly packed by the Sender and for loss of Consignments that have not been properly packed and/or labelled.
5.10. Sendparcel.com is not liable for late delivery, miss-delivery and/or non-delivery of Consignments caused by or contributed to by the deficient or ambiguous labelling or any other failure by the Sender of its labelling and packaging obligations.
5.11. Sendparcel.com accepts no liability for loss or damage of Consignments containing Prohibited items if they were collected without Sendparcel.com or Courier being aware of it. Such items are not allowed to be sent using Sendparcel.com services for it is contrary to the conditions of this Agreement. Any insurance, including Additional, will be void for Consignments containing Prohibited items. Please read the list of Prohibited items here.
5.12. Sendparcel.com accepts no liability for damage of Consignments containing No-compensation items. The mentioned items are being sent at Sender’s risk. Please read the list of No-compensation items here.
5.13. Sendparcel.com and its employees are in no circumstances liable for damage of Consignment if a claim in writing is submitted to Sendparcel.com later than in 8 (eight) working days from the date of delivery of the Consignment or in case of loss – later than in 8 (eight) working days from the date of estimated delivery. The claim in writing must be submitted by e-mail  info@sendparcel.com together with necessary documents. If necessary documents are not submitted or submitted later than in the mentioned deadline, claim may be rejected.
5.14. Sendparcel.com will cover only direct losses in case of loss/damage of Consignment. Sendparcel.com is not liable for any claim for loss of profit, loss of use of an item, loss of revenue, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of, or in relation to, the service Customer ordered.
5.15. Sendparcel.com is not liable for items confiscated by State authorities in cases determined by Law.
5.16. Sendparcel.com is not liable for any late deliveries, losses or damage governed by actions or inaction of Customs or other State authorities.
5.17. Compensations for losses, damages or late deliveries of Consignments, if Guaranteed delivery service was ordered, will not be paid in the following cases:

     5.17.1. acts of God;
     5.17.2. consequences of war;
     5.17.3. force-majeure (extreme weather or any naturally occurring event outside of human control);
     5.17.4. if incorrect address and/or contact phone number of the Receiver was supplied when ordering delivery service;
     5.17.5. when Sender and/or Receiver are located in Remote areas;
     5.17.6. delay due to Customs clearance;
     5.17.7. insufficient/improper Packaging and incorrect labelling;
     5.17.8. if the Consignment contains a Prohibited or No-compensation item;
     5.17.9. in other circumstances that are not controlled by Sendparcel.com and that cannot be anticipated in advance.
     5.17.10. if Customer does not apply within the time period specified in articles 5.12, 14.1-2 and 15.1.

5.18. Sendparcel.com accepts no liability for the packaging advice it provides. Customer remains solely responsible for proper and sufficient packaging.

6. Prices and payments

6.1. Sendparcel.com has the right to change prices unilaterally, without prior notice.
6.2. Valid price is displayed on the Site at the moment of placing an order. Price is shown in currency selected by the Customer.
6.3. Payment can be made by:

     6.3.1. e-banking;
     6.3.2. payment systems of PaypalSafetyPayWebMoneyEasyPay and CashU;
     6.3.3. Pre-pay account, after funds have been added to it in advance. Pre-pay can be used to pay for one or more orders in full, not as part payment. Customer must contact Sendparcel.com, if he/she is willing to withdraw money from his/hers Pre-Pay account. Payments can only be refunded to a person or company that made the payment and only to the account from which it was sent.
     6.3.4. bank transfer:

             6.3.4.1. bank - AB "Luminor Bank", SWIFT - AGBLLT2X, consignee - Technologiju era, UAB, company code - 300151980, bank account - LT514010051004207920, payment details –  "Order number XXXX" or name and surname of the person who placed the order or company name.

6.4. Payment is taken by an automated system at the end of an order.  If Customer provides incorrect Shipment data, Surcharges will be applied. If measurements and/or weight exceed the indicated, difference in prices will not be refunded.
6.5. If Surcharges are applied, Customer is liable for paying them in seven calendar days from the date of receiving related notification. Failure to pay surcharges will result in interest being charged at 0.2% per day thereafter. If the outstanding balance is not paid, Sendparcel.com keeps the right to initiate recovery of customer debt by third parties. Customer is liable for covering all costs that may be applied to Sendparcel.com due to addressing debt recovery agencies.
6.6. Sendparcel.com may offer discounts for loyal Customers. All information related to Customer’s discounts and delivery prices is confidential and must not be disclosed.
6.7. Only one discount can be used at a time.
6.8. Valid discount codes should be entered at a time of ordering and will not be refunded or issued retrospectively if not used when placing an order.
6.9. Discounts may be introduced, changed or removed unilaterally. 

7. Service description

 

Term

Compensation

Additional cover

Restrictions

Tracking

Collection

Features

DHL
Express

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Additional cover up to full shipment value available.

Max. weight - 1000 kg. Max. length - 240 cm.

Yes

Yes

This service uses the greater of actual weight and volumetric weight when calculating price.

DHL
Economy

Max. weight - 1000 kg. Parcels exceeding 120 cm (length) x 80 cm (width) x 80 cm (height) must be placed on a pallet. Max. dimensions of a pallet are 120 cm (length) x 100 cm (width) x 160 cm (height). 

TNT Express

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Additional cover up to full shipment value available.

Max. weight - 500 kg. Max. lenght - 120 cm.

Yes

Yes

This service uses the greater of actual weight and volumetric weight when calculating price.

TNT
Economy

Max. weight - 1000 kg. Max. dimensions - 240 cm (length) x 120 cm. (width) x 180 cm (height).

Itella
Express

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Not available

Max. weight - 31 kg. Max. dimensions - 180 cm (length) x 60 cm (width) x 60 cm (height). Max. extent - 300cm of the formula: length + width + height = < 300.

Yes

Yes

Envelopes and pallets cannot be carried using Itella services. If parcel is heavier than 31kg, sender/receiver must take care of loading/unloading themselves. If parcel weight and/or measurements exceed the maximum weight/measurements allowed, it will be returned back to sender and no refund will be due.

Itella
Economy

Itella-gls
Economy

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Not available

Max. weight - 40 kg. Max. dimensions - 200 cm (length) x 80 cm (width) x 60 cm (height). Max. extent - 300 cm of the formula: (width + height) x 2 + length= < 300.

Yes

Yes

Envelopes and pallets cannot be carried using Itella-GLS services. If parcel is heavier than 35kg, sender/receiver must take care of loading/unloading themselves. If parcel weight and/or measurements exceed the maximum weight/measurements allowed, it will be returned back to sender and no refund will be due.
Failing to contact and/or deliver parcel to indicated sender address, parcel will be left in the terminal.

Venipak
Express

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Not available

Max. weight - 700 kg. Max. dimensions - 120 cm (length) x 80 cm (width) x 170 cm (height).

Yes

Yes

Failing to contact and /or deliver parcel to indicated sender address by the second and third time, each re-delivery or redirection, as well as return to sender is charged by the same amount. Courier call costs 1 € / 2 €.

Omniva
express 

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Not available

Max. weight - 2500 kg. Max. dimensions - 120 cm (length) x 100 cm (width) x 170 cm (height).

Yes

Yes

This service uses the greater of actual weight and volumetric weight when calculating price.

Omniva
Post box
Post box

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Not available

Max. weight - 30 kg. Max. dimensions - 64 cm (length) x 38 cm (width) x 39 cm (height).

Yes

No

Saturday delivery service is possible only in the largest cities of Lithuania.

Omniva
Post box
Courier

Omniva
Courier 
Post box

Third country indirect deliveries

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Additional cover up to full shipment value available.

Max. weight - 1000 kg. Max. length - 240 cm.

Yes

Yes

This service uses the greater of actual weight and volumetric weight when calculating price.
Parcel goes through the Senparcel.com transit point.

Third country direct deliveries

Not guaranteed

Free standard cover of up to 100 EUR per parcel.*

Not available

Max. weight - 1000 kg. Max. length - 240 cm.

Yes

Yes

This service uses the greater of actual weight and volumetric weight when calculating price.

* If a parcel is delivered to you damaged, please sign for it, specify the fact of damage and take photos. Photos are needed for filing the complaint for compensation.


8. Surcharges

8.1. If Surcharges are payable, transportation and delivery of a Consignment will be suspended until Customer pays them.
8.2. Surcharges are additional costs that Sendparcel.com may suffer and charges that could be applied by Courier or State authorities to Sendparcel.com when performing Customer’s Order and which could have not been foreseen and calculated into service price at the moment of booking. Surcharges are not penalties applied by Sendparcel.com.
8.3. Surcharges may be charged from the Customer’s Pre-Pay account on the Site. If a Customer does not use Pre-Pay account Sendparcel.com will contact him/her directly to arrange payment.
8.4. The following is a non-exhaustive list of when surcharges may be payable.

     8.4.1. A surcharge of €5 will be applied if Sender is out when the driver tries to collect or if the Consignment is otherwise unavailable for collection.
     8.4.2. On some services there will be a surcharge if re-delivery is necessary.  Please check description of chosen service prior to sending.
     8.4.3. If a Customer supplies incorrect information and due to that Courier is not able to deliver the Shipment and /or if the Receiver refuses to accept the Shipment and because of these reasons the Shipment is returned to the Sender. In such cases, delivery is considered as accomplished and payment for it cannot be refunded. Consignment is returned at Customer’s expense.
     8.4.4. If incorrect Shipment’s weight and measurement data and/or postal codes are indicated when ordering delivery service. If a Consignment is bigger or heavier than indicated or the Sender/Receiver is located in a remote area, Customer is liable for covering the difference between prices and an administration fee of €6. The costs of return of the Shipment may also be payable.
     8.4.5. If a handwritten Shipping labels supplied by the driver are used instead of Sendparcel.com supplied ones, there will be a surcharge of €15. The difference between prices may also be payable. Transportation and delivery of a Consigmend can be suspended until Customer pays the balance.
     8.4.6. If incorrect Shipment is given to a courier when multiple orders have been placed with different Couriers.
     8.4.7. In case of delivery on weekends;
     8.4.8. In some cases of delivery to Remote Areas.
     8.4.9. Incorrectly filled Shipping labels - 5 EUR order cancellation fee;
     8.4.10. In case of incorrect, improper labelling of the Shipment.
     8.4.11. In case of improper packaging of a Consignment.
     8.4.12. In some cases when delivering Consignments that are Non-standard.
     8.4.13. If a Courier waits for more than 10 minutes for the Shipment at the Sender’s.
     8.4.14. In cases collection and/or delivery addresses and/or contact data are changed on a request of a Customer (or receiver).
     8.4.15. In cases when Courier requests more detailed delivery address or Receiver contact number in oder to be able to deliver the shipment if incorrect delivery details have been supplied by the Customer.

8.5. Customer only pays delivery fee when placing an Order. All costs that may be applied by the Customs of Receiver’s Country will have to be paid by the Receiver or may be transferred to Customer.

9. Transfer of the Shipment to the Courier

9.1. Customer is responsible for information that he/she supplies when ordering delivery service on Sendparcel.com. He/she is liable for covering all the losses that Sendparcel.com and the Courier may suffer due to incorrectly or insufficiently supplied information. Sendparcel.com and the Courier are not liable for checking whether information on Shipping labels is correct or not.
9.2. In some cases (see Service description) when sending parcels that exceed limits of weight or measurements, parcels may be returned back to Sender and no refund will be due.
9.3. The Customer is solely responsible for the contents of a Consignment.
9.4. Customer is able to select collection date and time (if possible) as well as collection address at a time of ordering. Chosen collection time is never guaranteed.
9.5. If a Courier fails to collect a Shipment, Customer must inform Sendparcel.com about this and not the Courier directly.
9.6. If delivery service is marked with a "Printer required" logo, Sender has to print Shipping labels supplied by email or downloaded from the Site, sign and attach them to the Consignment. Any claim relating to damage or loss of a Consignment and refund request may be rejected if Sender fails to print and attach supplied labels to the Consignment.
9.7. Sendparcel.com may supply Documentation to accompany the Shipment. Failure to attach this could result in a Surcharge and/or delay the Shipment.
9.8. The sent items must be safely and properly packed. Any items attached on the outside of the package may be considered as Prohibited.
9.9. Envelopes and pallets can only be sent via services descriptions of which do not specify otherwise. If pallets and/or envelopes are sent using services descriptions of which note packages like these cannot be carried, parcels will be returned back to Senders and no refund will be due.
9.10. A Customer is responsible for proper and sufficient packaging of a Consignment. The Package shall support the weight of the contents and protect them from possible damage and shall also be able to withstand a short drop (up to 1 meter). Any claim relating to damage that was resulted because of improper and /or insufficient Packaging may be rejected.
9.11. Consignment must be able to withstand a limited external impact.
9.12. Customer agrees that if his/hers Consignment causes damage to other Consignments being carried, he/she will be liable for loss to those other Consignments if the senders of those Consignments or Sendparcel.com or the Courier seek to pursue him/her.
9.13. Prohibited Items and Consignments which have not been packaged properly must not be sent using Sendparcel.com services.  If they are sent, the affected item could be subject to delay, return, impounded by Customs or held for collection by the Customer or the Receiver. If the goods are held to be collected, Customer/Receiver will be notified that collection of said goods must be arranged by a certain date or the goods may incur storage charges and finally be discarded (destroyed).
9.14 The goods may be discarded in the following cases:

     9.14.1. if Customs remove and destroy the Prohibited item (This only applies to Prohibited items not No-Compensation);
     9.14.2. if they are damaged to such an extent that it is a Health and Safety risk (such as smashed glass); in which case you would be notified of this at the outset;
     9.14.3. if they have been held for collection for a fixed time limit and the time limit advised has been exceeded.

9.15. Sendparcel.com reserves the right to stop the delivery of a Consignment at any time and to check its contents by drawing up a record by a commission if there is any suspicion that Consignment contains Prohibited items or other materials that may be dangerous or hazardous to handling staff and/or other Consignments being carried. In such cases Sendparcel.com will take all the necessary safety measures and has the right to address relevant State authorities. Failing to declare dangerous goods can lead to prosecution, heavy fines and imprisonment.
9.16. Collections are made on business days only.
9.17. Sender must ensure the collection point is available at the collection time requested.
9.18. A copy of Shipping label signed by the driver must be obtained on collection of a Consignment.  Proof of collection will be required for any issues that a Customer may have with the Consignment or processing of his/hers order.
9.19. It is the Customer's responsibility to ensure that all the details are correctly completed and displayed on the correct Consignment as delivery will be made to the details listed on the Consignment.  It is not the driver's responsibility to check this information.

10. Shipment tracking and delivery

10.1. Delivery terms and dates are not guaranteed unless Guaranteed Delivery service was selected by a Customer. A Guaranteed Delivery Service offers a money back guarantee if delivery is not attempted at the date and time specified (so long as the reason for delay has not been a customs query, because the delivery is to a remote area, incorrect information having been supplied, a delivery failure because the receiver cannot take delivery or other cases as described in section 16). Parcel delivery to receiver is quaranteed but the delivery term is not quaranteed unless Guaranteed Delivery service was selected.
10.2. Guaranteed Delivery terms are calculated from the moment of collection of a Consignment.
10.3. Consignments are delivered on Business days only.
10.4. Receiver must assess the condition of a Consignment upon delivery and sign for goods as "damaged" if this is the case.  Otherwise it will be considered that Consignment was delivered in good condition. The Shipment is considered as delivered after Receiver signs for it.
10.5. In circumstances that make it difficult to transfer the Shipment, Sendparcel.com will address the Customer regarding further instructions. If these instructions are not given, Sendparcel.com has the right to return the Consignment to Sender at Customer’s expense or to unload and transfer it for storage
10.6. Sendparcel.com does not track Consignments. Parcel tracking is the responsibility of a Customer, Sender and/or Receiver; therefore, Customer shall contact Sendparcel.com to advise if there are any problems with delivery. If tracking number shows Consignment is held at Customs or there is a risk of Consignment being returned back to Sender or it was abandoned by Receiver, Customer should contact Sendparcel.com prior to the return to rectify any issue. If Customer fails to do this, return charge will be payable and no claim is due, order will not be refunded and the item will not be re-shipped free of charge. The return completes the agreed contract.
10.7. If a Courier changes tracking number, information on Consignment is available only by contacting Sendparcel.com Customer Service team.
10.8. Sendparcel.com only delivers to full street addresses. Deliveries to PO Box addresses or locations without exact address are not possible.
10.9. Deliveries will be made to the address on the item, main front door, reception or goods in. Courier will not deliver to individual department or Block numbers. Delivery may be made to a neighboring address if the delivery point is out, but only if the goods can be signed for.
10.10. A telephone number for the Receiver is required for each Consignment. Sendparcel.com refuse to reship the Consignment or refund the payment if correct contact number of the Receiver was not supplied at the time of ordering.
10.11. Courier will call the Receiver only if he/she cannot be found at the delivery address or there are other problems related to delivery.
10.12. 1-3 delivery attempts will be made for each Consignment, depending on the service if unsuccessful the Consignment will be returned to the sender. In this case, Order is considered as complete. Costs of return will have to be covered by the Customer.
10.13. A Customs invoice may be required sometimes when shipping Consignments abroad. A system of Sendparcel.com will guide you through to complete this invoice if applicable and a template will be e-mailed to a Customer to print once the order is placed. An accurate description of the items sent and a reason for Export must be entered on this invoice.  If Customs find different items than declared or an incorrect reason for export stated (such as Gift when actually purchased) then a surcharge may be applied, items confiscated or the shipment returned (which could be chargeable). In this case order is considered as complete, the payment will not be refunded.  One copy of this invoice must be attached to the Consignment and one given to the driver on collection.
10.14. Sendparcel.com services are generally "door-to-door" but in some areas of the world "door-to-door" delivery is not possible.
10.15. Sendparcel.com does not guarantee the possibility of stopping the Consignment after It was collected, although will try and do so if requested.

11. Remote areas

11.1. Terms of collection from and delivery to Remote areas are longer than usual.
11.2. Money back guarantee is not valid in case of delivery to or from a Remote area if Guaranteed delivery service was chosen by a Customer. The Customer is recommended to check Receiver’s address with Sendparcel.com for transit terms before sending.

12. Prohibited and No-compensation items

12.1. Prohibited items must not be sent by using any of the services provided by Sendparcel.com. Sending a Prohibited item is contrary to the conditions of this Agreement.
12.2. It is recommended to make sure whether goods are allowed to be send by Sendparcel.com before placing any order. A Customer confirms that he/she has read and agrees to the list of Prohibited items and that he/she does not send any of these or similar items.
12.3. If Sendparcel.com or Courier discovers that Prohibited items are being sent, Parcel may be returned back to the Sender and no refund will be due.
12.4. Sendparcel.com does not recommend sending any items listed as No-compensation. Such items are fragile and dangerous or otherwise inappropriate to be carried by services of Sendparcel.com. If a Customer decides to send a No-compensation item he/she does it at his/hers own risk. Courier may refuse to collect and carry such Consignment, delays may occur and it can be returned to Sender or confiscated by Customs of Receiver’s country. Sendparcel.com accepts no liability if Consignment is discarded by Customs or other State authorities. If a Consignment is accepted for carriage and is later returned to Sender order is considered as complete and payment will not be refunded, Surcharges may also be payable.
12.5. Sendparcel.com order acceptance system is automatic, therefore, Sendparcel.com may not be aware that a Customer intends to send Prohibited items. If staff of Sendparcel.com or Courier discover that Customer has sought to send a Prohibited Item order will be cancelled with no notice.  If this is the case, and if the Carrier has collected the Consignment, Customer will be notified in writing that goods must be collected within 5 Business days following this point they will be discarded.  If the goods pose a Health & Safety risk then they may be immediately discarded. Sendparcel.com accepts no liability if a Consignment is discarded in the mentioned cases.
12.6. No transit cover at all is offered for Prohibited Items and a Customer cannot claim for any loss, damage or delay in relation to Prohibited Items. No-compensation items will be covered for loss only and excluded from any damage cover.
12.7. In case Consignment was highly damaged in transit and cannot be carried further it may be stored for a limited period of time until the Customer or the Receiver, informed of the aforementioned by Sendparcel.com, collects it.
12.8. A consignment with Prohibited or No-compensation items can be immediately discarded if it poses a Health & Safety risk.
12.9. A Customer understands and agrees that by seeking to send any Prohibited items he/she accepts the responsibility for consequences and is liable for covering all the losses that Sendparcel.com or Courier may suffer due to that. Customer also agrees that if his/hers Consignment containing Prohibited or No-compensation items causes damage to other Consignments being carried, he/she will be liable for loss to those other Consignments if the senders of those Consignments or Sendparcel.com or the Courier seek to pursue him/her.

13. Customs procedures

13.1. A Customer only pays delivery fee while placing an order online. Sendparcel.com are not liable for delays, detentions and/or duties that Customs may apply. Customs duties will have to be paid by the Receiver (or the Sender with the permission of the Customs) before delivery is made.
13.2. Customer confirms that all documents relating to import and export of a Consignment submitted by him/her, the Sender and the Consignee, information in the latter documents and statements made are exact and correct. Customer accepts all risks that may arise due to false information supplied and will compensate all the losses that Courier and/or Sendparcel.com may suffer. Customer understands that incorrect or false information supplied by him/her related to his/hers Consignment or the content of the Consignment could lead to Consignment being disposed or him/her being prosecuted where unlimited fines and imprisonment are possible.
13.3. Any customs duties, taxes (including but not limited to VAT if applicable), fines, storage charges or other surcharges that Sendparcel.com and/or the Courier may suffer as a result of the actions or inaction by Customs or other State authorities or the failure of the Customer and/or the Receiver to provide required documentation will be passed on to Customer or recovered from Receiver before delivery is made. If the charges are payable by the Receiver and he/she refuses to pay them, charges may be passed on to the Sender.
13.4. Usually Customs will deal directly with the Receiver. If the Receiver does not want to pay the charges applied and abandons the Consignment, it may be returned to Sender at his/hers or Customer’s (if he/she is not the Sender) expense. Should a deadline be given before the goods are to be discarded and the deadline passes, no claim can be made for the loss and in addition abandonment charges may apply. It is the Customers responsibility to track his/hers Consignments and request Sendparcel.com to intervene. If the tracking states the goods are held under Customs query and they are returned, or abandoned and Sendparcel.com have not been contacted then no refund or claim is due.

14.  Customer service

14.1. Customer may contact Sendparcel.com using the following methods:

     14.1.1. by e-mail: info@sendparcel.com;
     14.1.2. by telephone: +370 700 35000;
     14.1.3. by Live Support at the right side of the Site.

15. Loss / damage claims

15.1. Claims relating to damage to a Consignment must be made in writing no later than in 8 (eight) working days from the date of delivery of the Consignment.
15.2. If a Customer presumes that Consignment may have been lost, he/she must inform in writing Sendparcel.com within 8 (eight) working days from the estimated delivery date.
15.3. All claims relating to loss or damage to Consignments should be directed to Sendparcel.com. If the Carrier is contacted directly, Sendparcel.com will not accept a claim for consideration.
15.4. The Receiver should sign for a consignment as “damaged” if this is the case. If goods are signed for as being in good condition, it will be difficult to prove goods were damaged in transit.
15.5. To process a claim, Customer will need to provide a proof of collection of the Consignment, pictures of the package and contents and an invoice or a receipt received upon purchase of the goods. All the necessary documentation should be sent to info@sendparcel.com.
15.6. The damaged Consignment with all packaging shall be kept and available for inspection at the delivery address until a claim is concluded. Further deliveries could cause further damage, making it difficult to assess the original damage.
15.7. If the fact that Consignment was damaged in transit is confirmed, Sendparcel.com will pay for damage to be repaired rather than a replacement – depending on the level of damage to the item. Sendparcel.com may ask for an estimate of repair costs for that item supplied by a specialist who will carry out the repair.   If the item cannot be repaired Customer will need to provide an official report from the specialist confirming this fact. In both cases, refund amount cannot exceed the amount of insurance (Standard or Additional) selected when ordering the service.
15.8. A claim relating to loss of a Consignment can only be processed after a Sendparcel.com notice confirming the fact of loss is received in writing.
15.9. Any amounts payable in relation to lost or damaged Consignments will only be paid to a party that has placed the order.
15.10. Sendparcel.com will deal with the person who placed the order only.
15.11. If a Customer wants to contest any claim decision, he/she needs to submit an appeal within 14 calendar days.

16. Late deliveries

16.1. Any Consignment that is sent to or collected from a Guaranteed area on a Guaranteed delivery service, will be refunded in full if the guarantee fails as long as the Customer informs Sendparcel.com about this within five working days from the date of delivery of the Consignment. The money back guarantee is invalidated under the following circumstances:
     16.1.1. if incorrect address and/or contact phone number of the Receiver was supplied when ordering delivery service;
     16.1.2. when Sender and/or Receiver are located in Remote areas;
     16.1.3. acts of God;
     16.1.4. force-majeure (extreme weather or any naturally occurring event outside of human control);
     16.1.5. consequences of war;
     16.1.6. delay due to Customs clearance;
     16.1.7. insufficient/improper Packaging and incorrect labelling;
     16.1.8. if the Consignment contains a Prohibited or No-compensation item;
     16.1.9. if Customer does not apply for a refund within five working days after delivery of the Consignment.

17. Management of the Customer’s website account

17.1. Before placing the first order, the Customer must create his/hers account on the signup section of the website www.sendparcel.com. The Customer’s information provided in the signup form will be used for the provision of services, charges, service history and loyalty discounts. The use of the personal data of the Customer is governed by the privacy policy of Sendparcel.com.
17.2. The Customer is responsible for the accuracy and correctness of the data submitted in the signup form. The Customer can edit the details at any time upon logging into his/hers account.
17.3. The data in the Customer’s account will be managed using the information technology means of Sendparcel.com to the extent necessary for the provision of services. If the Customer does not order the services for more than 10 (ten) years after the creation of account, his/hers account will be deleted and the account details will be destroyed.

18. Statutory rights

18.1. These Terms and conditions do not remove any statutory right which Customer has which cannot be excluded.

19. Rights of third parties

19.1. Any party that is not a Party of this Agreement (for example the Receiver) cannot make claims and/or enforce the terms to this Agreement.

20. Final provisions

20.1. All disputes will be resolved by negotiations. In case of failure to reach an agreement, disputes shall be resolved in accordance with the procedure established by the laws of the Republic of Lithuania. If case needs to be submitted to court, it would be heard in the District Court of Kaunas City.
20.2. If any provision of these Terms and Conditions is found to be unenforceable as a matter of law, the enforceability of any other part of these terms will not be affected.

Last update: 15 October 2018, 16:39

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