6.1 You are responsible for providing us with a full and accurate collection address and any other information for the collection and/or delivery of Goods. You agree to make the package available at this collection address on your chosen collection date between the hours of 8.00 – 22.00. You agree to ensure the correct item is handed to the driver. Upon request for security purposes, you agree to open luggage items and permit the collecting driver to check for prohibited items. Your collection must take place from an easily accessible location; the driver must be able to drive within 25m of the collection point; the collection point must be accessible to the public; the driver will arrive at the address, knock the door and expect the items to be present. If no one is present or the address is inaccessible i.e. access card/key required they will leave and no refund will be offered. It may be possible to pay an additional fee to have a driver attempt the collection a second time. You shall indemnify us for non-delivery and late delivery of consignments due to (i) your providing incorrect information and (ii) persons not being present at specified addresses for the collection and delivery of Goods. For all collections you must provide a local telephone number, whilst the Ship Now service does not include a phone call prior to collection as standard, in some locations this number may on occasion be used by the collection depot to clarify collection details.

6.2 Occasionally collections will take place earlier in the day, later in the day or the day after your chosen date, this can be due to traffic, illness and other unforeseen events.

6.3 You must:-

Attach the provided label (available from the customer login) securely in such a way that it cannot be easily removed. DO NOT attach labels in a plastic document wallet using string, cable ties, staples, pins or tape only around the edges. DO NOT, with the exception of boxes, attach labels by running tape around the edge of the label. DO NOT, with the exception of boxes, attach labels using sticky back document wallets. DO attach labels securely in line with our guidance,

A second copy of the label should be placed inside the bag; and

Ensure no old labels or any tag bearing any other tracking number or address other than the delivery address is visible on the bag; and

For international services, attach a packing list and customs form visibly and separately from the tracking label.

6.4 You must ensure that the description and particulars of any Goods are full and accurate. Any incorrect or inaccurate descriptions may result in refusal to accept the items for carriage. Any costs incurred due to incorrect information will be passed on.

6.5 You must ensure all Goods have been packaged in a manner appropriate to the characterisations of the Goods and their transportation with suitable protective material encasing the Goods to prevent damage to the goods and packaging. Your goods must be thoroughly packaged and must be able to fall approximately 100 cm or slide down a sorting chute without being damaged. Your packaging must be sufficient to hold the weight packed, in particular you must ensure zips, seams, handles and other elements are designed to withstand the packed weight.

Your consignment will be passing through automated systems including conveyor belts and the packaging should therefore be robust. Automated systems cannot adhere to orientation markings such as “this way up” or fragile stickers. Your consignment may be stacked with other items. By way of example only, appropriate packaging could include a double walled cardboard box or luggage (external packaging chosen and prepared within our guidelines) with individual items protected and secured inside the package.

Where any Goods are not properly packaged and protected, we shall have no liability for any damage caused to the packaging or the Goods or for the loss of any contents due to failure of the packaging.

Plastic bags and boxes of any type are not permitted for use as packaging regardless of how they are prepared.

We shall have no liability for damage or loss when vacuum bags are used.

Due to their inability to protect contents, straps which can become trapped in the automated network and their inability to be stacked; Holdalls, Duffles and Rucksacks are no longer considered appropriate packaging by a number of our transport partners. These items should not be used as packaging on any route on which an alert warns they are no longer accepted. If such items are placed in a box they will be accepted.

We currently do not accept Musical Instruments or Sporting Goods and if any of these items are sent within your shipment we accept no liability, loss or damage.

6.5.1 Boxes, luggage, covers and other forms of packaging items used to transport goods may suffer damage in transit and as such must also be encased in a protective material and as necessary prepared in other ways appropriate to the characterisations of the packaging to prevent damage to it. Your packaging item must be suitable to; comfortably hold the weight of the goods, withstand being stacked with other items, be able to fall approximately 100 cm and slide down sorting chutes as it moves through the automated network without being damaged.  We shall have no liability for damage to unsuitable packaging items. Where a suitable suitcase, bag, trunk, case or any other packaging item used to carry the goods is not however suitably prepared and protected, we shall not be liable for any damage whatsoever to the packaging item. We strongly advise against using high-value luggage for transportation of Goods. By way of example only, suitable packaging could include a canvas suitcase with recessed wheels placed within a protective cover, or a double walled cardboard box with the seams reinforced with tape. By way of example only, unsuitable packaging would include an unprotected rigid sided suitcase with spinner style wheels, or a cardboard box with carry handles cut into it.

We shall have no liability for damage caused to protruding parts of packaging items, such as but not limited to luggage parts such as wheels, straps, pockets, handles, hanger hooks or other items attached to baggage. Packaging straps and handles should be secured in place prior to collection.

6.5.2 All luggage items must remain unlocked for security purposes. Locks may be broken by security/customs agents and we shall not be liable for any loss incurred due to damage to locks or luggage. You recognise that your packages may be opened, inspected and if found to be containing prohibited items seized by security/customs agents, we shall incur no liability as a result of that.

6.6 You shall save harmless and keep us indemnified from and against:-

6.6.1 All liability, loss, damage, costs and expenses whatsoever (including without prejudice to the generality of the foregoing, all duties, taxes, imposts, levies, deposits and outlays of whatsoever nature levied by any authority in relation to the goods) arising out of our acting in accordance with your instructions or arising from any breach by you of any warranty contained in these Conditions or from your negligence;

6.6.2   Without derogation from clause 6.6.1 above, any liability assumed or incurred by us when by reason of carrying out your instructions we have reasonably become liable or may become liable to any other party; and

6.6.3   All claims, costs and demands whatsoever and by whomsoever made or preferred in excess of the liability of shipnow.ae under the terms of these Conditions regardless whether such claims, costs and demands arise from or in connection with the negligence or breach of duty of shipnow.ae, its servants, sub-contractors or agents.

6.7 You shall pay to us in cash (or as otherwise agreed) all sums immediately when due without reduction on account of any claim, counterclaim or set-off.

6.8 You shall be responsible for all freight, duties, charges or other expenses incurred by us in respect of any consignment.

6.9 International shipping and customs

6.9.1 All luggage items being shipped internationally must remain unlocked for Customs and security purposes. Any locks will be broken by such customs officials and we shall not be liable for such loss. You recognise that your packages may be opened, inspected or seized by international customs authorities and we shall incur no liability as a result of that.

6.9.2 In respect of international deliveries, you shall fully complete, prepare, sign (as appropriate) and attach all documentation as required by customs authorities in the destination country. Packing lists and customs forms must be attached in a separate wallet from the tracking label and must be attached in such a way to ensure they are clearly visible. Failure to do so may result in customs clearance delays and/or loss/damage to the Goods for which we bear no responsibility. You agree to present any and all information and documentation requested by a customs authority, or by a courier or broker under instructions from a customs authority, in order to clear your package through customs.

6.9.3 Any additional duties or other fees levied by any Customs authority will be payable by the customer and by accepting these terms and conditions you also give us the permission to charge your debit/credit card for any duties or fees that may be charged to us by such customs authority in respect of your Goods. If we are unable to automatically charge your card we will notify you in writing and you will be required to pay us the stated sum within 7 days. Failure to make payment may result in additional recovery costs being incurred which shall ultimately be the responsibility of the customer.

6.9.4 Where the Ship Now service is used to send commercial items it is likely that the relevant Customs authority will impose additional charges and these will be payable by the customer in accordance with paragraph 6.9.3.

6.9.5 Should your consignment be stopped by customs or enter a clearance event at any point be aware it may take customs some time to process any payment or supplementary information you provide, typical turnaround is 1-3 working days but this time frame can be exceeded. Once payment and supplementary information is provided and your item is officially cleared, it can take some time for your item to re-enter the delivery network and be processed on the correct cycle for delivery, typical turnaround is 1-3 working days but this time frame can be exceeded.

6.9.6 In the event that a Customs authority seizes any Goods for any reason they shall be deemed delivered by Ship Now and we shall have no further liability to the Customer in respect of those Goods. It is the responsibility of the customer to pay any duties, fines or levies imposed by such authority and procure their collection or onward delivery following such seizure.

6.10 Additional Items

6.10.1 You agree to ensure the correct items are handed directly to the collecting driver. You agree to cover all costs for any additional items presented above and beyond the number of items indicated at the time of booking. In the case of cancellation, you agree to ensure the items are not presented to a collecting driver, should the items be presented you will be billed in full. Payment will be taken in accordance with Paragraph 4.6.