Effective date: 06 October 2026 · This policy is subject to change. Please confirm the latest version with JP Express before relying on it for a specific shipment.
1. Cancellations
You may request a cancellation of your shipment before it has been picked up or processed by our facility. Cancellations requested after pickup may be subject to processing fees and return-to-sender charges.
2. Refunds for Unshipped Items
If you cancel a shipment before it enters our network, you are eligible for a full refund of the shipping fees paid, minus any third-party processing charges. Refunds will be processed to the original payment method within 7–10 business days.
3. Returns & Return Shipping Costs
If a shipment is returned to the sender due to an incorrect address, refusal by the recipient, or customs issues, the customer is responsible for the return shipping costs. This includes the cost of the original outbound shipment and any additional return fees. We strongly recommend confirming recipient details and destination regulations before booking.
4. Lost or Damaged Shipments
Claims for lost or damaged shipments must be reported to JP Express immediately. All claims must be submitted with the original receipt, photos of the damaged goods, and packaging. The maximum liability for lost or damaged shipments is limited to the declared value or the shipping cost, whichever is lower, unless additional insurance was purchased. We are not liable for damages caused by poor packaging.
5. Customs & Duties
JP Express is not responsible for refunds related to customs delays, confiscated items, or unpaid duties and taxes. These are the sole responsibility of the customer. Any shipment refused by customs will be considered abandoned and no refund will be issued.
6. Refund Processing Time
Approved refunds will be processed within 7–10 business days. The time may vary depending on your bank or payment provider. Please note that we cannot refund any third-party service fees (e.g., payment gateway charges) incurred at the time of purchase.
7. How to Request a Refund
To request a refund, please contact our support team with your tracking number and the reason for the request. Our team will review your case and respond within 2 business days.