Terms and Conditions

LW ELITE SHIPPING | CUSTOMER TERMS

LW ELITE SHIPPING

Terms and Conditions of Service

USA-to-Jamaica freight forwarding, package handling, collection and delivery

Please read this document before using our services.

We have written these Terms in plain language because shipping should feel straightforward. They explain what LW Elite Shipping will do, what we need from you, how charges are calculated, and what happens if a package is delayed, damaged, lost, unclaimed or restricted. By registering, sending a package to our warehouse, paying an invoice, or otherwise using our services, you agree to these Terms.

These Terms do not remove any rights that you have under Jamaican law. If a provision conflicts with a mandatory legal right, that legal right will apply and the remainder of these Terms will continue as far as legally permitted.

1. Who we are and what these Terms cover

“LW Elite”, “we”, “us” and “our” mean LW Elite Shipping, a Jamaica-based shipping and logistics service. “You”, “your” and “customer” mean the account holder, sender, recipient, consignee, importer or person using our service.

These Terms apply to our website, customer account, assigned overseas warehouse address, air or ocean freight services, package handling, Customs coordination, pickup, local collection and any delivery arranged through us. A written quotation, invoice, rate sheet, privacy notice or special-service agreement may add service-specific terms. If documents conflict, the signed or accepted special-service agreement applies first, followed by the invoice or quotation, then these Terms.

Our role. Unless we expressly agree otherwise in writing, LW Elite acts as a freight-forwarding and logistics coordinator. We may use overseas warehouses, airlines, ocean carriers, Customs brokers, couriers, transporters and other independent service providers to complete a shipment. We do not manufacture, sell or guarantee the quality of items purchased from a merchant.

2. Accepting these Terms and account responsibility

You accept these Terms when you create an account, use an LW Elite warehouse address, ask us to handle a package, pay for a service, collect a package or authorize delivery. If you use our service for a business or another person, you confirm that you are authorized to accept these Terms for them.

You must be at least 18 years old or use the service through a parent or legal guardian.

Provide your correct legal name, Jamaican address, telephone number, email address and any identification or tax information reasonably required for Customs, delivery, fraud prevention or legal compliance.

Keep your password, customer code and warehouse details secure. Tell us promptly if you believe your account has been misused.

You are responsible for activity reasonably verified as coming from your account until you notify us of unauthorized use.

We may decline, suspend or close an account where information is false or incomplete, payment remains overdue, conduct is abusive or threatening, fraud is suspected, a law or carrier rule may be breached, or continued service would create an unreasonable safety or operational risk. Where practical and lawful, we will explain the reason and allow a reasonable opportunity to resolve it.

3. Using your assigned warehouse address

Use the warehouse address and customer code exactly as supplied. Your name and code help the warehouse match a package to your account. Missing or incorrect information can cause delay, additional research charges or an unidentified package.

Do not allow another person to use your account or customer code without first notifying us.

Enter the merchant’s tracking number and invoice in your account or send them to us when requested.

A merchant’s “delivered” notice means delivery to the overseas address; it does not necessarily mean the warehouse has received, inspected, processed or assigned the package.

We may reasonably refuse packages sent under a false name, containing undeclared goods, or not matching an active customer account.

4. Merchant orders, tracking and pre-alerts

You are responsible for selecting the merchant, placing the order, entering the correct warehouse address, confirming product details and dealing with the merchant about wrong, defective, counterfeit, incomplete or unwanted items. We can provide receiving information but cannot control a merchant’s fulfilment or refund policy.

Pre-alerts. When available, submit the tracking number, merchant name, item description, quantity, purchase value and invoice before or promptly after delivery. A clear invoice should show the seller, buyer, item, price, discounts, shipping charge and payment total. Screenshots or altered invoices may be rejected by Customs.

Tracking updates are estimates based on information supplied by merchants, carriers and warehouses. A missing scan does not by itself prove loss, and an estimated arrival date is not a guaranteed delivery date.

5. Receiving, inspection and consolidation

The warehouse may record the package’s external condition, shipping label, received weight and dimensions. Routine receiving does not include opening every package or checking whether the merchant sent the correct item, size, colour, quantity, authenticity or working product.

We or our service providers may open, inspect, photograph, repackage, consolidate or separate packages where reasonably required for identification, safety, carrier rules, Customs compliance, damage prevention or your requested service.

Retail packaging may increase dimensional weight. Removing retail packaging or consolidating items can reduce size but may affect merchant returns, product presentation or manufacturer protection. We will only perform optional repacking when requested or reasonably necessary to protect or lawfully transport the goods.

Consolidation does not guarantee a lower charge. Actual and dimensional weights, carrier rules, handling needs and Customs treatment still apply.

If an overseas package appears visibly damaged on arrival, we will make reasonable efforts to note or photograph the condition. You should nevertheless ask the merchant or seller to package goods properly and purchase appropriate coverage for valuable or fragile items.

6. Weight, dimensions and chargeable weight

Charges may be based on actual weight, dimensional (volumetric) weight, package category, size, number of pieces, declared value, freight method or a minimum charge. The chargeable weight is normally the greater of actual weight and dimensional weight, rounded according to the applicable rate sheet or carrier rule.

Final measurement controls. Merchant or website weights are estimates. The weight and dimensions recorded by our warehouse, carrier, broker or other verified measuring point will be used for billing unless you provide credible evidence of an error. You may request a recheck before collection or delivery.

Odd-sized, fragile, hazardous, high-value or specially handled cargo may attract additional charges disclosed before release where reasonably possible.

7. Rates, fees, currency and quotations

The current rate sheet, quotation or invoice forms part of these Terms. Charges may include freight, package or processing fees, warehouse or storage charges, repacking, insurance or declared-value coverage, Customs duties and taxes, broker or clearance fees, examination costs, demurrage, permits, local transport, delivery and other third-party charges linked to the shipment.

Unless stated otherwise, prices are in Jamaican dollars and may reflect a stated exchange rate.

A quotation is an estimate based on the information available. The final invoice may change if weight, dimensions, value, product category, Customs assessment, exchange rate or third-party charges differ.

Published rates may be changed prospectively. The rate applicable is generally the rate in effect when the package is processed for shipment, unless a written fixed quotation states otherwise.

Customs duties, taxes, fines, permits and regulatory charges are not included unless expressly stated.

We will not add undisclosed discretionary fees after the service is completed. Where an unexpected third-party charge arises, we will explain it and, when practical, provide supporting information.

8. Payment, liens and release of packages

Invoices must be paid in full by the stated due date and before release or delivery unless we approve other arrangements in writing. Payment is complete only when cleared and confirmed. You are responsible for accurate payment references and any bank, card or transfer fees.

We may hold a package while lawful charges relating to that package remain unpaid.

We may correct genuine billing errors and will issue a revised invoice or credit where appropriate.

A disputed portion of an invoice should be raised promptly with supporting details. Any undisputed portion remains payable.

Chargebacks or reversed payments made without first raising a genuine dispute may lead to account suspension and recovery of reasonable costs, subject to applicable law.

Any right to retain, dispose of or recover costs from goods will be exercised only as permitted by law and after the notices described in Section 15.

9. Customs declarations, duties and importer responsibility

You are the importer or consignee unless another lawful arrangement is confirmed. You must provide truthful, complete and timely information about every item, including its description, quantity, use, value and supporting invoice. Descriptions such as “gift”, “parts”, “personal items” or “clothes” may be too vague if Customs requires more detail.

Customs and regulatory authorities decide classification, value, inspection, duty, tax, permit requirements, seizure and release. LW Elite cannot override or guarantee those decisions.

Customs may use a value different from the merchant invoice and may request proof of payment, identification, TRN, permits or further documents.

You are responsible for all duties, taxes, storage, examination, penalties and other charges arising from your goods or inaccurate, late or incomplete information, except to the extent caused by our proven error.

We may share shipment and identity information with Customs, brokers, carriers and regulators as reasonably required to transport and clear the package.

We will not knowingly undervalue, misdescribe or conceal goods. A request to do so may be refused and the account may be suspended.

10. Prohibited, restricted and high-risk items

You must check Jamaican law, export rules, carrier restrictions and permit requirements before ordering. The lists below are examples, not a complete legal list, and rules can change.

Items we will not knowingly accept

Illegal goods; counterfeit currency or documents; stolen property; obscene or prohibited material; weapons or ammunition without all required approvals; explosives; and any item prohibited by a relevant authority or carrier.

Dangerous goods that have not been declared and approved, including certain flammables, aerosols, compressed gases, corrosives, toxic substances, loose batteries and chemicals.

Cash, negotiable instruments, precious metals, human remains, live animals and other items excluded by our current service policy, unless we expressly approve a lawful specialist arrangement in writing.

Items that may require approval, documents or special handling

Food, plants, seeds, meat, dairy, animal products, agricultural goods and medicines.

Medical devices, supplements, cosmetics, chemicals, radios or telecommunications equipment, drones, vehicles and vehicle parts, commercial quantities and goods controlled by intellectual-property rules.

Lithium batteries, perfumes, nail products, aerosols, alcohol and other goods classified by a carrier as dangerous or restricted.

If a prohibited or undeclared restricted item is received, we may hold, refuse, return, surrender, destroy or report it as required by law or carrier instruction. You are responsible for resulting lawful costs and losses unless caused by our failure to exercise reasonable care. No refund is due for a service already performed or a non-refundable third-party charge.

11. Shipping schedules, transit times and delays

We aim to operate up to three shipment cycles per week when volumes, carrier schedules and operational conditions permit. Cut-off, flight, sailing, Customs and availability dates are estimates, not guarantees. A package received after a cut-off may move on a later cycle.

Delays can result from weather, airline or vessel changes, Customs inspection, security screening, warehouse backlogs, missing invoices, permits, peak seasons, public holidays, strikes, port conditions, system outages, public-health measures or other events outside reasonable control. We will provide updates when reliable information is available and take reasonable steps to reduce avoidable delay.

Time-sensitive goods. Tell us before shipping if delay would cause unusual loss—for example, an event deadline, business shutdown or perishable use. We may decline the shipment or offer a special arrangement. Standard service is not suitable where delivery by a particular date is essential.

12. Package availability, collection and identification

A package is ready only after we confirm availability and the invoice is paid or approved for payment at collection. Do not travel solely on a merchant, carrier or warehouse tracking notice.

Bring valid government-issued identification and any collection code or receipt requested.

An authorized collector must present their identification and your written authorization. We may contact you for confirmation.

Inspect the package’s external condition before leaving where practical. Signing or accepting collection confirms receipt, but does not remove a valid claim for concealed loss or damage reported within the claims period.

For everyone’s safety, we may refuse release where identity, authority or payment cannot be reasonably verified.

13. Local delivery

Local delivery is a separate service and may carry a separate charge. Delivery areas, days and fees may vary. Estimated windows are not guaranteed, and the recipient should remain reachable by telephone.

Provide a complete, safe and accessible address, directions and working contact number.

Someone authorized and able to show identification should be present to receive and, where required, sign for the package.

If delivery cannot be completed because the address is wrong, access is unsafe, no authorized person is available or the recipient cannot be reached, the package may be returned for collection and a re-delivery fee may apply.

Risk does not transfer merely because a package is left unattended. We will leave a package without signature only if you give clear authorization and the arrangement is lawful and reasonably safe; you accept the increased risk created by that instruction.

14. Storage and unclaimed packages

Free storage, if offered, begins on the date we notify you that the package is available and lasts for the period stated on the current rate sheet. Storage fees may then accrue.

If a package remains unclaimed or unpaid, we will make reasonable efforts to contact you using the details on your account. After written notice and a reasonable final collection period, we may exercise any lawful right to return, transfer, sell, recycle, destroy or otherwise dispose of the goods and apply proceeds to outstanding lawful charges. Any balance will be handled as required by law. Perishable, dangerous or rapidly deteriorating goods may require earlier action for safety or legal reasons.

Keeping your contact information current is essential. Failure to read a message sent to the contact details you provided does not by itself cancel a properly issued notice.

15. Returns to merchants

Merchant returns are not included in standard inbound shipping. If we offer return assistance, you must provide the merchant’s authorization, label, deadline and instructions, and pay all return, handling and carrier charges in advance. We do not guarantee that a merchant will accept, refund or replace an item.

A return request may be refused if the item is already in transit to Jamaica, restricted, unsafe, outside the merchant’s deadline, lacks documentation or cannot lawfully be exported. Once a return is handed to the return carrier, that carrier’s terms and tracking apply.

16. Insurance and declared-value coverage

Standard freight charges do not automatically mean that goods are insured for their full retail or replacement value. If optional insurance or declared-value coverage is available, its provider, limit, exclusions, deductible, proof requirements and price will be disclosed separately.

Request coverage before the shipment leaves the overseas warehouse.

Declare the true value and nature of the goods and keep the original merchant invoice and proof of payment.

Fragile, used, high-value, collectible or consequential-loss items may be excluded or require written approval.

Declaring a value for Customs does not by itself purchase insurance or increase a liability limit.

17. Loss, shortage or damage claims

Please tell us as soon as something is wrong. Early notice gives us the best chance to check scans, photographs, warehouse records, carrier reports and packaging.

Do not discard the item, shipping carton, label, seals, padding or other packaging.

Photograph the outer package, shipping label, internal packaging, damage and all contents.

Send written notice within 48 hours after collection or delivery for visible damage or shortage, and within 7 calendar days for concealed damage. If you could not reasonably discover the issue within that time, notify us promptly after discovery and explain why.

Provide your name, customer code, tracking number, invoice, proof of payment, item description, claimed amount and supporting photographs or video.

Allow reasonable time for investigation and make the goods available for inspection if requested.

A missed internal reporting period will not remove a right that cannot lawfully be excluded, but delay may make a claim harder to verify or prejudice recovery from a carrier. We may ask you to assign or assist with a claim against the responsible carrier, warehouse, insurer or merchant.

18. Our responsibility and fair limits

LW Elite will perform its services with reasonable care and skill. If we directly cause proven physical loss of or damage to goods through negligence, breach of contract or wrongful conduct, we will provide the remedy required by applicable law and any valid insurance or carrier arrangement.

To the extent permitted by law, compensation for a standard-service cargo claim will be limited to the lower of: (a) the proven direct loss; (b) the item’s documented purchase price; or (c) the valid limit stated in the applicable rate sheet, quotation, carrier terms or coverage certificate. Duties, taxes, freight or service fees may be included only where the relevant service was not provided or the law requires it.

We are not responsible for loss that we did not cause or could not reasonably prevent, including ordinary wear, inherent defect, inadequate merchant packaging, undisclosed fragility, leakage, spoilage, electrical or mechanical failure without external damage, merchant error, counterfeit goods, Customs action, lawful seizure, or an event outside reasonable control. We remain responsible to the extent our own failure to use reasonable care contributed to the loss.

Except where prohibited by law, we do not pay indirect or consequential losses such as lost profit, missed opportunity, emotional distress, loss of use or an event-related expense unless we expressly accepted that specific risk in writing before shipment. Nothing in these Terms excludes liability for fraud, wilful misconduct, gross negligence, personal injury or death caused by negligence, or any liability or consumer remedy that cannot legally be excluded or limited.

19. Events outside reasonable control

Neither party is responsible for delay or failure caused by an event beyond reasonable control, such as severe weather, natural disaster, war, civil unrest, terrorism, epidemic, government action, port or airport closure, carrier cancellation, strike, utility failure or widespread system interruption. Payment remains due for services already properly performed and non-refundable third-party costs. Both parties must take reasonable steps to reduce the effect and resume performance when possible.

20. Privacy and communications

We collect and use information needed to register customers, receive and identify packages, process payments, arrange transport and delivery, meet Customs and legal requirements, prevent fraud, respond to complaints and improve service. This may include identity and contact details, TRN or identification information where required, invoices, package contents and values, tracking data, payment records, photographs, calls and messages.

We may share necessary information with warehouses, carriers, couriers, Customs brokers, payment providers, technology providers, regulators and professional advisers. Some providers may process data outside Jamaica. We will use reasonable contractual, technical and organizational safeguards and retain information only as long as reasonably needed for service, legal, tax, claims, security and record-keeping purposes.

You may contact us to ask about access, correction or other rights available under Jamaica’s Data Protection Act. Operational messages about a package, account, payment or safety are part of the service. Promotional messages will be handled separately and you may opt out of them.

A fuller Privacy Notice should be published alongside these Terms. If a privacy notice and these Terms differ on personal-data handling, the more specific privacy notice applies, subject to law.

21. Respectful communication and safety

We will treat customers respectfully and ask the same in return. Threats, harassment, discrimination, abusive language, fraud, unsafe conduct or interference with staff, contractors or other customers may lead to refusal of service, removal from premises or account closure. This does not prevent a customer from firmly raising a genuine complaint or exercising a legal right.

22. Complaints and dispute resolution

We want a fair chance to put things right. Send a written complaint to [INSERT COMPLAINT EMAIL/WHATSAPP] with your account details, tracking number, a clear description of the issue and the outcome you are seeking.

We will acknowledge the complaint within 2 business days where practical.

We will review relevant records and aim to provide a substantive response within 10 business days. Complex carrier, insurer or Customs investigations may take longer; if so, we will update you.

If you disagree with the response, ask for an internal review by the owner or manager.

If the issue remains unresolved, either party may use mediation, the Consumer Affairs Commission, the Consumer Protection Tribunal or a court with jurisdiction, as applicable.

Nothing in this process prevents you from contacting a regulator or exercising a legal right. Jamaican law governs these Terms, and the courts or tribunals of Jamaica have jurisdiction, subject to any mandatory consumer-protection rule.

23. Changes to these Terms

We may update these Terms to reflect service, rate, carrier, technology or legal changes. The revised version will show a new effective date and will be posted on our website or otherwise made available. Material changes will apply prospectively after reasonable notice. The version accepted when a package enters our service will generally govern that package, except where an immediate change is required by law, safety or a carrier or government authority.

24. General legal provisions

Entire agreement. These Terms and the applicable accepted quotation, invoice, rate sheet, privacy notice and written special-service terms form the agreement for the service.

No waiver. If either party does not enforce a right immediately, that does not permanently give up the right.

Severability. If a court or tribunal finds a provision invalid or unenforceable, it should be adjusted only as much as necessary, and the remaining provisions continue.

Assignment. You may not transfer your account or rights under a shipment without our consent. We may transfer operational responsibilities to a lawful successor or service provider, but remain responsible as required by law.

Electronic records. Electronic registration, invoices, messages, acceptance records and signatures may be used as evidence of the transaction to the extent permitted by law.

Headings. Headings help with reading but do not change the meaning of a clause.

25. Contact and acknowledgement

Questions should be raised before shipping. Contact LW Elite Shipping at:

Telephone/WhatsApp: [INSERT NUMBER]

Email: [INSERT EMAIL]

Business address/collection point: [INSERT ADDRESS]

Customer-service hours: [INSERT HOURS]

Customer acknowledgement

By checking the acceptance box, creating an account or using LW Elite’s services, you confirm that you have had an opportunity to read these Terms, ask questions and retain a copy. You also confirm that the information and declarations you provide will be truthful and complete.

LW Elite Shipping • Terms and Conditions