GIA PHU EXPRESS · SHIPPING INSTRUCTIONS

Compensation terms & conditions

Look up insurance policies, compensation scope and handling methods according to each service of Gia Phu Express.

Read the conditions of the shipment correctly

Compensation level depends on the type of goods, shipping method, insurance status and cause of incident. Exclusions are described with the policy below.

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1. Insurance policy

GPE's general cargo insurance policy is 15% of the initially declared value of goods (maximum 500 million VND). In case of loss, GPE compensates 100% of the freight + the value of the original insured goods.
For difficult goods, customers can purchase cargo insurance for 50% of the value of the goods (maximum 500 million VND). When lost, GPE compensates 100% of freight + insured goods value. However, the sale of insurance for difficult goods will depend on each specific service and type of goods, customers will be consulted initially. When selling insurance, GPE may request invoices and documents verifying the value of goods for inspection and authentication.

2. Compensation commitment policy

GPE does not handle compensation claims for damaged food items with a shelf life of less than 2 months. Cases of small loss of a few items in the package during transit will not be processed.
If the goods are damaged due to long shipping time (over 2 months for shipping by AIR), GPE supports a 10–20% discount depending on the case. Not applicable if goods are held due to customs, backlog, epidemic, or have been notified in advance to the customer.
In the case of general goods or food and cosmetics that have been consulted by GPE, if customs clearance cannot be processed in the destination country, GPE will apply a compensation policy for items if insurance is not purchased, which is 100% of freight + 100 USD/shipment (maximum not exceeding 2.500.000 VND).
For goods that incur customs surcharges in Vietnam, when there is a case of not being able to clear customs outside or be returned, GPE will not refund this customs surcharge but only refund the shipping fee.
If food and cosmetics do not meet import standards, and are required by customs to be inspected and destroyed, or are on the list of prohibited imports according to customs requirements of the destination country, GPE will provide documents or verification emails from outside agencies for customers to check and will not be responsible for compensation in this case. However, GPE will advise the customer in this case when the customer sends the goods.
For fragile items and electronic goods, GPE is not responsible for compensation when damage or breakage occurs during transportation, unless the customer agrees to purchase breakage insurance provided by GPE.
For dried seafood goods shipped to the EU, UK or AU, GPE does not commit to import and does not compensate if the goods are destroyed or refused import by customs. These cases are not eligible for compensation claims.
GPE waives compensation claims for difficult items such as Fake goods, bird's nest, meat, eggs, milk, medicine, etc. for GPE's non-insured services. Even if the shipment only has 1 kg of difficult goods inside the package, GPE will not resolve compensation claims.
For dangerous liquid items (DG, batteries, gel polish, alcohol-based cleaning fluids...), customers using GPE's specialized air or sea services, if the destination country's customs or domestic delivery unit conducts a security check and destroys it, GPE will not compensate in any form. However, customers will be consulted carefully before sending goods.
In cases where shipments are held/inspected by competent organizations in the destination country, the processing time must depend on the outside agencies, the time can last from 1–3 months. In such cases, GPE will coordinate to resolve as soon as possible for customers and will not resolve compensation claims during this time period.

3. Domestic delivery, return and inspection

For items lost after customs clearance and handed over to the domestic shipping unit but without a delivery scan, GPE will compensate 100% of the freight + 130.000 VND/kg (maximum not exceeding 2.500.000 VND/1 bill), applicable to normal goods. Difficult items will only be refunded 100%.
If the domestic or foreign delivery company experiences a strike, protest, natural disaster, or force majeure that leads to slow or impossible delivery, GPE will support tracking the order to the final result; In case of failure to deliver, GPE completely waives responsibility.
If the customer needs to change the address or packaging after the goods have arrived at the transit warehouse, GPE will calculate the actual costs incurred according to the third party invoice. If this change causes the goods to be lost or damaged, GPE is not responsible for compensation.
In case the goods are returned to the sender's warehouse by the domestic shipping unit for reasons that the domestic carriers update on the system: incorrect address/missing information; The customer is not present at the delivery address; The goods are kept at the post office but the customer does not come to receive them; or subjective reasons from the recipient, during the process of returning the goods to the warehouse, if the goods are lost or destroyed, GPE will not resolve complaints or compensate in any form.
If goods are returned to the warehouse, GPE will notify the customer of redelivery charges and request confirmation within 1–3 working days. Some overseas partner warehouses do not permit storage beyond their specified period and may automatically destroy the goods. If no response is received within 03 working days of GPE's notice, the goods may be destroyed; GPE will not accept claims or provide compensation in any form.
For shipments that have been updated to the Delivered status by the domestic shipping unit, if the customer has a complaint that the goods have not been received, GPE will assist in checking with the domestic carrier. For expedited processing, customers need to provide camera video at the time of delivery within 24 hours of the updated delivery time. Without authentic evidence, GPE does not resolve complaints and compensation, only supports investigations.

4. Conditions according to shipping service

For frozen shipments to the UK and US without freight insurance, GPE will not accept claims for damage, loss or destruction by destination customs. If freight insurance was purchased and the goods are lost, misplaced, destroyed or delivered more than 7 working days after the flight date (excluding Saturdays and Sundays), GPE compensates 100% of freight charges, but does not compensate the value of the goods.
Frozen shipments to Taiwan and Australia: if delivery takes more than 7 working days after the flight date (excluding Saturdays and Sundays), or goods are lost, confiscated or destroyed by Customs or Australia Post, GPE refunds 100% of freight charges but does not compensate the goods value.
For SEA shipping services, if the goods are lost or confiscated by the customs of the destination country, GPE will refund the freight, not compensating the value of the goods. No other complaints will be accepted.
GPE is not responsible in cases of force majeure: natural disasters, war, customs clearance blockages, security checks and opening cases according to law.
For shipping services via UPS/FEDEX/DHL/EMS Vietnam to international destinations, GPE will apply policies according to the airline's regulations, additional fees or penalty fees specified by the airline on the system. If any problem occurs, GPE will directly claim with the company until there is a final result; GPE will provide evidence and documents and compensate customers according to the company's compensation level. GPE does not resolve compensation before receiving a response from the company.
Note that EMPP fees, AQIS Docs inspection, AQIS goods inspection, storage,... destruction can all occur on the same package. Customers need to pay all of these fees back to GPE after receiving notice of these fees from the outside party. GPE does not entertain any further complaints.

5. Resolution time and validity

Compensation resolution time: 1–30 days from when GPE confirms the compensation plan approved by both parties. Compensation money will be refunded via Credit Note and transferred to the correct customer account.
Terms take effect immediately when customers deposit or use Gia Phu Express services. GPE will not accept or resolve any complaints outside of its stated policies.