Shipper-Arranged Insurance:
Insurance for the value of the shipment is mandatory and must be arranged by the Shipper prior to dispatch. Hulak Express will not automatically insure shipments.

Limited Liability:
For all international shipments declared as gifts with a maximum value of $100, our liability for loss or damage is strictly limited to $100 per shipment or the actual value of the contents (whichever is lower), unless additional insurance was purchased by the Shipper.
The maximum compensation for a lost parcel, where no additional insurance was purchased, is USD 100.

Specific Damage Exclusions:
Hulak Express shall not be liable for damage resulting from the nature of the items shipped. Specifically:

• Leakage & Contamination: No refund or compensation will be provided for parcels damaged due to leakage of contents such as oil, honey, ghee, or other liquids. The Shipper is solely responsible for ensuring such items are packaged to prevent leakage.
• Fragile Items: No refund or compensation will be provided for damage to fragile items, including but not limited to glass, ceramics, ornaments, and other breakable objects. We strongly recommend professional packaging and separate insurance for such items.

Customs Duties & Taxes:
All customs duties, import taxes, and related fees levied by the destination country are the sole responsibility of the receiver. Hulak Express will not pay these charges on the receiver's behalf unless prior arrangements are made and prepaid.

Force Majeure:
Hulak Express Pvt. Ltd. shall not be liable for any loss, damage, or delay caused by circumstances beyond our reasonable control, including but not limited to: airline delays, weather conditions, acts of God, war, civil unrest, or customs processing delays.

Non-Compliance:
Hulak Express Pvt. Ltd. shall not be liable for any loss or damage to shipments in the event of the Shipper's non-compliance with these terms and conditions.

The following items are highly likely to be seized or rejected:

• Food Items: Ghee, honey, achar (pickles), oil, coconut, unlabeled or homemade food items, beans, dairy products, and meat products.
• Regulated Goods: Supplements (without prescriptions), tobacco and smoking products & alcohol & beverages
• Electronics & Batteries: Laptops, computers, and power banks. Absolutely no batteries of any kind.
• Explosives & Ammunition: Detonators, fireworks, safety devices, and ammunition.
• Flammable Liquids: Motor spirit, acetone, alcohol, cologne, and oil-based paint.
• Live Creatures: All animals, including mammals, reptiles, fish, insects, birds, and amphibians.
• Human Remains: Ashes or remains in any form.
• Currency & Bullion: Cash (banknotes, coins) and bullion (e.g., gold/silver bars).
• Loose Gemstones: Precious and semi-precious stones, cut or uncut.
• High-Value Items: Gold & jewellery, high-value electronics, sunglasses (often restricted by brand).

Any other item deemed prohibited by the destination country's customs authority.

Service Methods:

• UK, Europe, USA, Canada, Australia, New Zealand, Hong Kong: Typically serviced via our FCL (Full Load Container) and LCL (Less then Container Load).
• Cyprus, Rest of the World*: Typically serviced via Aramex & Other Shipping Partners.

Parcel Tracking:

• Aramex, DHL, Yamato, Sagawa, UPS: A tracking number is generated immediately upon dispatch.
• Economy Service / FCL & LCL: The tracking number is generated after successful customs clearance at the transit hub (e.g., UK, Germany, Qatar, Malaysia). Once cleared, parcels are handed over to our final-mile partners (e.g., DPD in Europe, FedEx, UPS in USA, Canada, DPEX in Australia & New Zealand).

Estimated Delivery Time Frames:
The following are average delivery time frames for our successfully delivered shipments. These time frames may vary due to airline delays, customs processing, or other unforeseen circumstances.

Destination	Estimated Time
UK, Hong Kong	7-10 working days
Europe, USA, Canada, Australia, New Zealand	12-14 working days
Rest of the World	16-18 days

Our standard transit time estimates do not account for the potential variations listed above.

Customs Clearing Schedule:

• UK, Europe: Tuesday & Friday
• Hong Kong: Friday & Tuesday
• USA, Canada, Australia, New Zealand: Daily (clearance may take 2-3 days due to cargo load)
• Cyprus, Rest of the World*: Daily (clearance may take 2-3 days due to cargo load)

Remote Area Delivery:
A surcharge of NPR 5,000 per shipment will be applied for deliveries to remote areas, subject to service availability.

Island Surcharge:
A flat fee of NPR 10,000 will be charged per shipment destined for any island location.

International Shipping & Delivery Information:
This service is available within city areas, subject to carrier availability. If our primary carrier is unavailable at your location, we will automatically advise you of the nearest available pickup point via your tracking details.

Handling International Tracking Errors:
For international shipments, certain delivery exceptions—such as "Failed Delivery," "Invalid Address," or "Pickup Requested"—must be resolved by the recipient abroad.

Your Action Required: If you see such an alert on your tracking, please contact the local carrier's pickup location directly to resolve the issue and arrange for final delivery. This is the fastest way to correct the problem.

Our Support: Our team also manually monitors these errors and will attempt to contact you via email or other available means to provide guidance. However, please note that this process can be lengthy, and direct action from you is often required for a timely resolution.

Accuracy of Information:
By providing your details, you confirm that the recipient's address, name, and phone number have been verified and are correct in your country's format.

Address Correction Fee:
A fee of NPR 5,000 per box/package will be charged for any address corrections required after dispatch.

Failed Deliveries & Returns: We are not liable for failed deliveries due to incorrect address, recipient unavailability, or refusal. Any packages that cannot be successfully delivered will be returned to our facility.

Associated Charges: All resulting charges, including but not limited to return shipping, storage fees, and any fees for subsequent re-delivery attempts, will be billed additionally to the Shipper.

Shipper's Responsibility: It is the Shipper's responsibility to provide updated instructions and settle all outstanding charges for us to process returned or re-deliver packages.

Investigation Period for "Delivered" Status:
Once the tracking information for a shipment is updated to "Delivered" or an equivalent final status by the final-mile delivery partner (e.g., DPD, FedEx, UPS), it is considered proof of delivery.

The Shipper or recipient must notify Hulak Express in writing (via email or our official support channel) within 48 hours of the tracking status changing to "Delivered" if the recipient has not physically received the parcel.

Why 48 Hours? This prompt notification is crucial as it allows us to initiate a timely investigation with the local delivery carrier while the details of the delivery are still fresh and traceable.

Actions Taken:
Upon receiving a timely dispute, we will:

1. Open a formal investigation with the final-mile delivery partner.
2. Request proof of delivery (POD), which may include a geolocation stamp, a signature, or a photo of the delivered parcel.

After the 48-Hour Window:
Disputes raised more than 48 hours after the "Delivered" status update will be considered on a case-by-case basis. However, the ability to successfully investigate and resolve the issue diminishes significantly after this period, and the likelihood of a successful claim is greatly reduced.

Resolution:
The outcome of the carrier's investigation is final. If the carrier confirms an error in their delivery, we will process a claim according to our Liability & Insurance clause (Section 1). If the carrier provides valid Proof of Delivery, Hulak Express's liability for that shipment is considered fulfilled.

Recipient's Preliminary Checks:
Before filing a dispute, we strongly advise the recipient to:

• Check with neighbors or household members.
• Check all possible secure locations around the delivery address (e.g., porch, garage, behind plants).
• Contact the local carrier's office directly using the tracking number, as they often have more precise internal delivery notes.

Right to Amend Rates:
Hulak Express Pvt. Ltd. reserves the unequivocal right to amend, update, or withdraw any rate, charge, or fee schedule published herein, at its sole discretion and at any time. Such changes shall be effective immediately upon implementation and without the requirement of prior notification to customers or other third parties.

Commercial Shipments:
Shipments destined for commercial locations are subject to specialized freight pricing and require a separate quotation.

Weight & Size Limits:
The billable weight, determined by the greater of actual or volumetric weight (L×W×H in cm / 5000), must not exceed:

• 28kg for Europe & Hong Kong
• 22kg Australia & New Zealand
• 22kg for USA
• 20kg for Canada

Additional Charges:
All parcels are subject to a standard packaging charge. Shipments with a total weight exceeding 5KG will incur custom clearance and TIA charges. Additional surcharges apply for medicine (normal and super) and may apply for parcels containing liquid items.