·    TFPL may not come into direct contact with the goods having arranged for the collection through a Third Party service.

·    The Carrier has the right to refuse a consignment for given reasons, such as insufficient packaging or the consignment being larger than stated when the order was placed. In addition, TFPL retain the right to refuse any user or order from our system.

·    All queries/claims must be directed through TFPL, in the first instance, who will then contact the relevant Carrier on the Senders behalf. If the Carrier (other than TFPL) is contacted directly, TFPL may not be able to assist you with your query at a later date.

·    We can not specify a morning collection. Requests for certain time slots can be made but standard collection take place between 09:00 – 18:00hrs on any given working day.

·    Saturday collection/delivery options are possible but are not guaranteed. You must contact Customer Services to find out if these options are available for your consignment and what extra costs will be incurred.

·    Please ensure that you are in during the collection times you request. You will be contacted and charged £20.00 if you are out when the Carrier comes to collect.

·    Goods collected and/or delivered to remote areas, either within the U.K. or internationally, may well be subject to additional delays. If you have any concerns about timings for collection or delivery please contact Customer Services.

·    Service will only be considered as having begun from the time that the Goods are collected. If the collection fails, it can be re-booked but no refund or discount will be issued by the Carrier for a failed collection. Transit times vary and must be checked for the service requested. Please ensure that a Receiver is present to take delivery, for some services there will be a surcharge for additional delivery attempts.

·    All transit times are given as estimations. It is important that you be aware that unforseen delays can occur for innumerable reasons and plan for such possibilities. We use a number of trusted Agents to make deliveries and are fully confident that they will get your goods to their destination as fast as is possible but, where other companies make claims of 'guaranteed' delivery times, we do not wish to instill a false sense of security to any of our Clients. While it is most likely that the goods shipped will arrive in good time, we would advise you to communicate with those receiving the goods and inform them of the possibility of delays.

·    A customs invoice (proforma) must be completed for all countries outside the European Union when sending anything other than documents. A template can be e-mailed to you, if requested, once the order is placed. An itemised copy is required for each separate consignment and must accompany the goods when collected by the Carrier.

·    You will be able to track the progress of your goods by contacting our Customer Services who will be happy to assist with your inquiries.

·    Additional charges will be confirmed in writing only where an e-mail address has been provided by you.

·    Surcharges may be levied (where applicable) on services where there is a cost for re-delivery, remote area collection/delivery and for Saturday collection/delivery.

·    You are paying for the transit charges only. You are required to pay any, additional, Customs charges that may arise.

·    If your shipment should require additional documentation, you will be contacted by Customer Services. If this can not be provided, you will face delays and could be required to pay an additional premium for transit clearance or the cost for return delivery.

·    TFPL reserve the right to stop and/or hold goods for an indefinite period of time where any outstanding monies are owed by the customer. Where the customer refuses payment, it is agreed that TFPL are within their rights to sell these goods in order to cover whatever outstanding costs exist with regard to that customer.

·    You are responsible for making sure that your goods are packaged to a professional standard. TFPL reserve the right to dismiss any claim where goods were not packaged to such a standard. Please refer to our Packaging section for advice and instructions.

·    In the event of damage, all packaging must be kept for inspection by the Carrier. The goods must be available for inspection in the state in which they were delivered, at the address they were delivered to. If the goods are moved, repaired or if the packaging is not kept, no consideration will be given to your claim.

·    Goods must be signed for as “damaged” when they are delivered, if that is the case. If goods are not able to be inspected upon delivery, they should be signed for as “unchecked”. If goods are signed for without written comment stating “damaged”, “unchecked” or they are signed as “in good condition”, you will not be able to proceed with any claim.

·    Remote areas both in the U.K. (Offshore Islands, areas of Scotland, Wales, Cornwall) and internationally may be subject to additional delays.

·    TFPL will not consider any liability for delays where the reason/s fall outside the reasonable control of the Carrier.

·    Any claim must be submitted, in writing, to us within 10 days of receipt in the case of loss and 14 days in the case of damage when the goods have been insured.

·    Certain of our services come with an option to insure your goods. Should you require additional insurance, you must contact Customer Services, prior to booking a shipment, to ascertain whether insurance is available for the service you wish to use. It must be noted that TFPL do NOT sell insurance and that cover is only facilitated through one of our third party agents (also not selling insurance) following the guidelines set down for such coverage by the F.S.A.

·    Certain of our services come with an option to insure your goods. Should you require additional insurance, you must contact Customer Services, prior to booking a shipment, to ascertain whether insurance is available for the service you wish to use.

·    Where insurance can be provided by the Carrier, it is your responsibility to ensure that all notification is properly made (e.g. you must make sure you tick the appropriate box, and state the value to be insured, on the AWB). Failure to do so will result in any claim being voided. You must also be sure to keep any and all relevant documents showing intent to insure and the stated value of the goods to be shipped. Failure to do so will result in any claim being voided.

·    It is also advised that you provide photographic evidence of damage in addition to the physical inspection by the Carrier.

·    In using our service, you are paying for transit charges only and TFPL accept no liability for any Customs Duties or Taxes that may arise. In using our services, you are accepting full liability for any and all Customs Duties, Taxes and/or additional surcharges that may arise regarding the shipment of your goods.

·    Liability is limited to the company who are carrying the goods. TFPL reserve the right to deny liability where the goods have been sent via a Third Party where no additional insurance has been requested – in using our service you are accepting that no claim may be brought in such an instance.