1. Introduction
Our services may include international document and parcel shipments, personal consignments, commercial shipments, samples, eligible export shipments, pickup, packing, repacking, customs documentation assistance, shipment tracking, and door-to-door delivery, subject to service availability.
Transmerce may arrange transportation through authorized international courier companies, freight aggregators, airlines, customs intermediaries, and destination-country delivery partners.
These Terms & Conditions govern bookings made through our website, WhatsApp, email, telephone, office, or other authorized communication channels. By requesting a quotation, confirming a booking, handing over a shipment, or making payment, the customer agrees to the applicable terms disclosed for that shipment, subject to applicable law.
2. Scope of Services
2.1 Transmerce primarily facilitates international courier and shipment services originating in India and destined for eligible international locations.
2.2 Available services, delivery coverage, pickup options, shipping methods, and destination restrictions depend on the destination, commodity, weight, dimensions, carrier network, and applicable regulations.
2.3 Services may include:
- International documents and eligible printed materials.
- Personal parcels, clothing, gifts, and household articles.
- Commercial consignments, product samples, and eligible business shipments.
- International shipments for small businesses and online sellers.
- Pickup, packing, repacking, and shipment preparation.
- Customs documentation coordination and shipment tracking, where available.
2.4 Transmerce does not promise that every destination, commodity, or service level will be available for every shipment.
2.5 Domestic courier delivery, import shipments into India, and sea freight are not included in Transmerce's standard service offering unless separately introduced and expressly confirmed in writing.
3. Booking and Customer Responsibilities
3.1 Customers must provide accurate, complete, and current information when requesting a quotation or booking a shipment.
3.2 Required information may include:
- Sender's full name, address, phone number, and email.
- Receiver's full name, complete delivery address, phone number, and email.
- Accurate item descriptions, quantities, and declared values.
- Shipment weight, dimensions, and number of packages, where known.
- Commercial invoice, packing list, prescription, identity documents, or other supporting documents when legally required.
- Any special handling requirements or known fragility.
3.3 Customers must ensure that they are legally entitled to send the goods and that all declarations, invoices, and supporting documents are genuine and accurate.
3.4 Transmerce may request clarification, additional documents, physical inspection, or verification before accepting a shipment.
3.5 A booking is confirmed only when Transmerce has accepted the shipment, communicated the applicable service and charges, and satisfied any stated booking and payment requirements.
3.6 A quotation or preliminary booking request does not guarantee carrier acceptance, customs clearance, or delivery.
4. Delivery Estimates and Transit Times
4.1 Estimated transit times depend on the destination country, selected service, carrier routing, flight availability, weekends, public holidays, customs inspections, weather, security procedures, and other operational circumstances.
4.2 Where available, Transmerce will communicate the estimated delivery period or turnaround time before dispatch.
4.3 Unless expressly agreed in writing, delivery estimates are indicative and are not guaranteed delivery dates.
4.4 Tracking milestones may be updated when information is received from the relevant carrier or logistics partner. Tracking information may be delayed, incomplete, or temporarily unavailable.
4.5 Transmerce will make reasonable efforts to assist customers with shipment enquiries and delivery exceptions. Delays caused by customs authorities, carriers, government restrictions, transportation disruptions, or other circumstances beyond our reasonable control will be handled in accordance with applicable law and the relevant carrier's conditions.
5. Weight, Dimensions and Freight Charges
5.1 Shipments may be inspected, measured, weighed, and repacked before final dispatch.
5.2 The final chargeable weight may be determined using the actual gross weight or volumetric weight, whichever is higher, in accordance with the selected carrier's applicable rules.
5.3 Where the applicable carrier uses the volumetric divisor of 5,000, the calculation is:
The applicable divisor, rounding rules, minimum chargeable weight, and dimensional requirements may vary by carrier, service, or route. The method applicable to the confirmed shipment will be communicated in the quotation or booking terms.
5.4 Final freight charges may change if the measured weight, dimensions, commodity classification, destination, service selection, or other material shipment details differ from the information initially provided.
5.5 Additional charges may apply for special packaging, remote-area delivery, address correction, storage, customs handling, return transportation, or other services when disclosed or reasonably incurred in connection with the shipment.
5.6 Transmerce will communicate material additional charges for customer approval where reasonably practicable before incurring them, except where immediate action is reasonably necessary to protect the shipment or comply with law.
6. Pickup, Packing and Repacking
6.1 Pickup availability depends on the service area, schedule, parcel characteristics, and operational capacity.
6.2 Pickup charges, including any complimentary pickup eligibility, minimum shipment weight, and applicable service-area limits, will be communicated before pickup is confirmed.
6.3 Customers must disclose fragile, liquid, temperature-sensitive, unusually shaped, or otherwise special-handling items before handing over the shipment.
6.4 Transmerce may inspect and repack accepted shipments using materials appropriate to the commodity and the selected service.
6.5 Repacking may change the final weight and dimensions and therefore the chargeable weight.
6.6 Packing services are intended to reduce ordinary handling risks. They do not guarantee that goods will be immune to every impact, compression event, inspection, or other transit risk.
6.7 Customers must not conceal prohibited items inside permitted goods or within packaging.
7. Quotes, Payment and Taxes
7.1 Where physical verification is required, Transmerce may provide a final quotation after inspecting, weighing, measuring, and packing the shipment.
7.2 The quotation will identify the applicable freight charges, included services, and known additional charges to the extent available at the time.
7.3 Unless a different payment arrangement is expressly agreed in writing, full payment is due before the shipment is released for international dispatch.
7.4 Transmerce may withhold dispatch while payment remains outstanding, subject to applicable law and any agreed payment terms.
7.5 Payments must be made through payment methods officially authorized by Transmerce, such as its designated bank account, official UPI account, or approved payment gateway.
7.6 Customers should retain payment confirmations and receipts. Transmerce is not responsible for payments made to unauthorized individuals or accounts that have not been verified through official company channels.
7.7 Indian GST and other applicable origin-side taxes will be charged as required by law and shown on the invoice where applicable.
7.8 Destination-country import duties, taxes, brokerage, inspection fees, quarantine charges, and other government levies are generally payable by the recipient or the customer, as applicable under the agreed shipment arrangement and destination law.
7.9 Where Transmerce receives a valid additional carrier or authority charge attributable to a shipment, the customer will be informed and asked to settle the charge where applicable.
8. Sender and Receiver Address Requirements
8.1 Customers must provide a complete, deliverable destination address and valid contact details.
8.2 The recommended address format is:
- Receiver's full name.
- House or flat number and building name, where applicable.
- Street, locality, or area.
- City or town.
- State, province, or region.
- Postal or ZIP code.
- Destination country.
- Active mobile or telephone number.
- Valid email address, where required.
8.3 Customers are responsible for checking the accuracy of all addresses and contact details before dispatch.
8.4 Address corrections, redirection, re-delivery, or delivery to an alternative address may require carrier approval and additional charges.
8.5 Transmerce cannot guarantee delivery where an address is incomplete, incorrect, inaccessible, or not serviceable by the assigned carrier.
9. Customs Declarations and Regulatory Compliance
9.1 All shipments must comply with applicable Indian export laws, customs requirements, aviation security rules, international restrictions, and destination-country import laws.
9.2 Customers must accurately disclose the contents, quantities, values, purpose, and classification of the goods and provide genuine supporting documents.
9.3 Commercial shipments may require invoices, packing lists, export declarations, an Importer Exporter Code (IEC), licences, permits, or other documents depending on the transaction and applicable law.
9.4 Transmerce may assist with the coordination of customs documentation but does not guarantee customs clearance or provide a guarantee that an authority will accept a declaration.
9.5 Customs authorities may inspect, detain, assess, return, confiscate, or destroy shipments under their legal powers.
9.6 Customers must respond promptly to requests for documents, clarification, or payment relating to customs clearance.
9.7 Any customs duties, penalties, or other charges arising from inaccurate declarations, prohibited goods, or missing customer documents may be charged to the responsible customer to the extent permitted by law.
10. Permitted Items
10.1 Acceptance depends on the destination country's regulations, carrier rules, service availability, and the nature of the goods.
10.2 Subject to verification and applicable restrictions, potentially acceptable items may include:
- Clothing, garments, and traditional textiles.
- Books, documents, and printed business materials.
- Handicrafts, household articles, and kitchen utensils.
- Eligible non-perishable foods, packaged groceries, and spices.
- Eligible personal effects, gifts, and commercial samples.
- Other goods expressly approved by Transmerce and the assigned carrier.
10.3 The above list is illustrative and does not constitute a guarantee that any particular item will be accepted for a specific destination.
10.4 Customers must obtain written confirmation before booking goods that may require special permits, temperature controls, dangerous-goods handling, or additional customs documentation.
11. Medicines and Regulated Goods
11.1 Medicines, healthcare products, medical devices, supplements, and other regulated commodities are subject to specific legal and carrier restrictions.
11.2 Transmerce will accept such items only where the relevant carrier and applicable laws permit their shipment and the required approvals and documentation are available.
11.3 Documents may include a valid prescription issued by a registered medical practitioner, a pharmacy invoice, patient identification, import permission, permits, or other supporting records, depending on the commodity and destination.
11.4 A prescription alone does not guarantee that a medicine may legally be exported, imported, or delivered in the destination country.
11.5 Customers must disclose the exact product, active ingredients, quantity, and intended use and must not misdescribe medicines as ordinary personal items.
11.6 No universal three-month personal-use allowance or other quantity limit should be assumed. The applicable destination-country rules and carrier requirements will determine eligibility.
12. Prohibited and Restricted Items
12.1 Transmerce will not knowingly accept items prohibited by applicable law, customs regulations, aviation security rules, or the assigned carrier.
- Narcotics, illegal drugs, and controlled substances shipped without required legal authorization.
- Explosives, fireworks, ammunition, firearms, and other prohibited weapons.
- Flammable liquids, gases, aerosols, and other dangerous goods not accepted by the carrier.
- Loose lithium batteries, standalone power banks, and restricted battery-powered devices.
- Currency, negotiable instruments, precious metals, gemstones, and other valuables where prohibited by the service.
- Perishable food, fresh produce, meat, or temperature-sensitive goods not accepted for the selected route.
- Counterfeit goods, contraband, illegally exported cultural objects, and goods infringing applicable laws.
- Any item restricted by the origin country, destination country, or transit jurisdiction.
12.3 Perfumes, cosmetics, liquids, electronics, batteries, food products, and other commonly restricted commodities must be declared before booking. Acceptance depends on the precise item, packaging, route, and carrier rules.
12.4 Customers must not submit false declarations, conceal restricted items, or mislabel the contents of a parcel.
12.5 Where a shipment contains a prohibited or undeclared item, Transmerce may refuse acceptance, suspend dispatch, request lawful corrective action, or cooperate with the relevant authorities, as appropriate.
12.6 Any inspection, storage, return, or disposal of a shipment will be conducted subject to applicable law and the rights of the parties involved.
13. Fragile, Valuable and Special-Handling Shipments
13.1 Customers must disclose fragile, breakable, high-value, or special-handling goods before booking.
13.2 Examples include glassware, ceramics, artwork, delicate instruments, electronic screens, and other easily damaged articles.
13.3 Customers should use suitable protective packaging and declare the contents and value accurately.
13.4 Transmerce may refuse an item where the packaging, carrier service, or available handling arrangements are unsuitable.
13.5 Damage claims will be assessed in light of the item's condition before dispatch, packaging, declared contents, carrier records, evidence of damage, and the applicable law and carrier terms.
14. Cancellation, Refunds and Non-Dispatch
14.1 Customers wishing to cancel a booking must contact Transmerce as soon as possible.
14.2 Before pickup or operational processing begins, cancellation may be possible without a service charge, except for charges already incurred or expressly disclosed and lawfully payable.
14.3 If a shipment has been collected, inspected, packed, repacked, manifested, or handed to a carrier, reasonable charges for services already performed and third-party costs already incurred may apply.
14.4 Once international transportation has commenced, cancellation or recall may not be possible. Any refund or recovery will depend on the carrier's rules, the shipment's status, recoverable charges, and applicable law.
14.5 Where Transmerce has charged for a service that it has not performed and cannot perform, the refund will be assessed under the agreed terms and applicable law.
14.6 Approved refunds will be processed through an appropriate payment channel within a reasonable period, subject to payment-provider processing times.
14.7 Nothing in this clause excludes a refund or remedy that a customer is legally entitled to receive.
15. Returns, Delivery Failure and Return to Origin
15.1 A shipment may be returned or held where the recipient refuses delivery, cannot be contacted, provides an incorrect address, fails to complete required customs formalities, does not pay applicable charges, or where delivery is otherwise prevented.
15.2 Where a shipment becomes undeliverable, Transmerce will use reasonable efforts to communicate the available options to the customer, subject to the information and deadlines provided by the carrier.
15.3 Options may include corrected delivery details, collection, storage, return to origin, or another lawful arrangement offered by the carrier.
15.4 Return freight, storage, handling, customs charges, redelivery, and repacking fees may be payable by the customer where applicable. Charges will depend on the shipment, route, carrier, and costs incurred.
15.5 Transmerce will communicate material return or storage charges and seek instructions where reasonably practicable.
15.6 A customer must not assume that an international shipment can be returned free of charge or that return transportation will be available.
15.7 If a shipment remains unclaimed or associated charges remain unpaid, Transmerce may take reasonable steps permitted by law and the applicable carrier terms after appropriate notice. Destruction or disposal will not occur merely because a fixed holding period has elapsed where further notice, consent, authority approval, or another legal process is required.
16. Shipment Tracking and Proof of Delivery
16.1 Transmerce may provide a tracking reference or waybill number for an accepted shipment.
16.2 Tracking updates may be supplied by Transmerce, the origin carrier, an international transport partner, or the destination delivery provider.
16.3 Tracking milestones represent the latest information made available to Transmerce and may not reflect the shipment's exact physical location at every moment.
16.4 Proof of delivery may include a carrier scan, recipient confirmation, delivery record, photograph, or other evidence provided by the delivery partner, where available.
16.5 Customers should report apparent tracking errors or delivery discrepancies promptly.
17. Insurance and Limitation of Liability
17.1 Unless expressly confirmed in writing, a shipment is not represented as having additional cargo insurance arranged by Transmerce.
17.2 Customers may request information about available insurance options before dispatch. Coverage, exclusions, premiums, insured value, and claims procedures depend on the insurance provider and policy.
17.3 Customers are encouraged to obtain suitable insurance for valuable or commercially important shipments.
17.4 Transmerce's role may involve coordinating services performed by independent carriers and logistics providers. The applicable carrier's conditions of carriage may govern parts of the international transportation, subject to mandatory law and the customer's legal rights.
17.5 Transmerce will be responsible for its own acts and omissions to the extent required by applicable law and the agreed service terms.
17.6 Where loss, damage, or delay occurs, liability will be determined by the applicable contract, evidence, carrier conditions, mandatory international transport conventions where applicable, and relevant Indian law.
From here to anywhere. Driven by trust.