{"v":2,"rows":[{"id":"r_1774383887236_egx84zy","backgroundLight":"","backgroundDark":"","columns":[{"id":"c_1774383887236_emd07eo","blocks"…
Our platform is used to coordinate a high volume of parcels each month.
We work with major carriers (such as UPS and others shown at checkout or on your label) so your packages can move relia…
{"v":2,"rows":[{"id":"r_1774383887236_egx84zy","backgroundLight":"","backgroundDark":"","columns":[{"id":"c_1774383887236_emd07eo","blocks":[{"id":"b_1774383889729_k12a1q4","type":"text","text":"# Shipping Policy\n[EMPTY]\nThis policy is effective as of March 24, 2026.\n[EMPTY]\n## Shipping services\n[EMPTY]\nNitroMule (“we”, “us”, “our”) provides software and services that help merchants and shippers obtain rates, purchase labels, and manage shipments through integrated carriers. Our platform is used to coordinate a high volume of parcels each month. We work with major carriers (such as UPS and others shown at checkout or on your label) so your packages can move reliably. From checkout through delivery and claims support, our team is available to assist you.\n[EMPTY]\nNitroMule may be offered through our main website (for example, www.nitromule.com) or through **merchant-branded portals** (for example, a subdomain or custom domain configured by a merchant). Regardless of how you access the platform, these shipping terms apply to shipments booked through NitroMule unless a separate written agreement says otherwise.\n[EMPTY]\nYou may only use our services for **lawful shipments** that comply with carrier rules, our Terms of Service, and this Shipping Policy. **Prohibited or restricted items** include, without limitation: hazardous materials; illegal goods; items that violate carrier or export/import rules; and other categories carriers or we designate as non-shippable or requiring special handling that you did not properly declare or arrange. Misuse may result in additional fees, surcharges, account suspension, or other action. We are not responsible for delays, losses, or damages related to prohibited or non-compliant shipments, and you agree to indemnify NitroMule and hold us harmless for costs arising from violations of law, carrier terms, or these policies.\n[EMPTY]\nBy shipping through NitroMule, you accept our **Terms of Service** and the **terms, tariffs, and limitations of the carriers** that actually transport your packages (including delivery guarantee exceptions). Refer to each carrier’s service guides and tariffs for details.\n[EMPTY]\n## Understanding shipping conditions\n[EMPTY]\nPackages routinely travel long distances by road and air. They are subject to vibration, stacking, reorientation, contact with other freight, and routine handling—including drops from roughly waist height. **Adequate internal cushioning, blocking, and bracing** are essential so contents cannot shift, rattle, or strike the walls of the container.\n[EMPTY]\nCarriers often orient boxes on their **largest, most stable face**. Unusually shaped cartons may be laid flat or on their side. By using NitroMule, you acknowledge that **normal handling** includes these conditions.\n[EMPTY]\n## Importance of proper packing\n[EMPTY]\nContents vary widely; many items need **purpose-built packaging** (factory cartons, inserts, foam, edge protection, void fill, and strapping) to survive transit. When you are unsure how to pack a high-value or fragile item, contact **support@nitromule.com** before shipping, follow any packing guidance we provide, or use a **professional packing service** in your area. By shipping through NitroMule, you represent that your shipment is packed in line with **good industry practice** and any instructions we or the carrier require.\n[EMPTY]\n## Requirement for accurate dimensions and weight\n[EMPTY]\nYou must provide **accurate dimensions and weight** for each package. Measure length, width, and height with a tape measure and weigh the **fully packed** shipment on a scale. **Round up** to the next whole inch or centimeter and whole pound or kilogram when required by the quoting flow (for example, 12.25 in → 13 in; 57.2 lb → 58 lb).\n[EMPTY]\nCarriers **audit** shipments. Under-declared dimensions or weight may result in **billing adjustments**, **penalty or correction fees** in line with carrier rules, and repeated abuse may lead to suspension. Oversize or overweight pieces may incur **additional charges** per carrier rules. **Incorrect delivery addresses** may incur **address correction fees** charged by the carrier and passed through as applicable.\n[EMPTY]\n## Retention of payment information\n[EMPTY]\nWe may retain **payment method information for a limited period** (for example, up to ninety (90) days) after shipment so we can collect **balance due** for carrier adjustments, corrections, penalties, or other charges related to your shipments that exceed the amount originally quoted or collected. Scope and timing may depend on your payment processor and applicable law.\n[EMPTY]\n## Delivery\n[EMPTY]\nIf a shipment does not arrive when expected, contact **support@nitromule.com**. Any request tied to a **carrier money-back or service guarantee** (where offered) must generally be raised **within seven (7) days of delivery** or as otherwise required by the carrier.\n[EMPTY]\n### Exclusions and limitations\n[EMPTY]\nGuarantees and service levels **do not apply** when, for example:\n[EMPTY]\n- The carrier has suspended service guarantees (such as peak periods or holidays);\n- Old labels or hazard stickers remain on the exterior;\n- Pickup or drop-off did not occur as scheduled;\n- The shipment was rerouted or the delivery address required correction;\n- The address provided was wrong or incomplete;\n- Rated dimensions or weight were wrong and had to be adjusted;\n- Delivery attempts failed;\n- Delays were caused by weather, disasters, customs, or events outside the carrier’s control;\n- Packaging was insufficient;\n- Prohibited or undeclared restricted items were included;\n- Labels were improperly applied or barcodes obscured;\n- Contents were misdescribed or not properly identified at booking.\n[EMPTY]\nExact rules are governed by the **applicable carrier** and your selected service.\n[EMPTY]\n## Coverage limitations\n[EMPTY]\nWe **do not guarantee** that even well-packed goods will never be damaged or lost. Where NitroMule or a carrier offers **declared value, optional protection, or similar coverage**, it applies to **qualifying loss or damage to the shipped contents** under the terms shown at purchase—not as all-risk insurance, and typically **not** for cosmetic damage to outer shipping cartons unless the carrier’s terms say otherwise.\n[EMPTY]\n**Optional coverage** may be available up to **limits shown in the checkout or order flow**. That offering is **not a substitute for commercial insurance**; you may purchase insurance separately from a licensed agent or insurer. Unless you buy applicable coverage and it is accepted by the carrier or us under the stated terms, **you bear risk** above any stated limit.\n[EMPTY]\nCoverage, where available, is generally limited to the period the package is in the **carrier’s network**; **theft or loss after delivery** (porch piracy, etc.) is typically excluded. **Signature requirements** may apply when you declare value above thresholds shown at checkout.\n[EMPTY]\nWhere coverage applies, payment is typically based on the **lesser of** repair cost, replacement cost (subject to depreciation), or devaluation—**capped by the declared or selected value and actual market value**. Sentimental value is not covered. **Claims must be submitted within the timeframes below** and, where applicable, **within ninety (90) days** of our or the carrier’s determination, unless a different period is stated in your confirmation.\n[EMPTY]\nThis optional protection **does not cover poor packing** or damage that results from **failing to follow reasonable packing standards** or our written guidance.\n[EMPTY]\n## Understanding coverage gaps\n[EMPTY]\nCoverage may be **reduced or denied** if, for example:\n[EMPTY]\n- Contents could move freely inside the box or were not blocked and braced;\n- Fragile parts were not wrapped and secured away from edges and faces of the carton;\n- Heavy items could shift and crush lighter items;\n- Liquids, sharp edges, or protrusions were not isolated and protected;\n- **Outer shipping boxes** were damaged, used, or unsuitable for the weight class;\n- The shipment did not meet **carrier minimum packaging** expectations;\n- **Damage to shipping cases or outer cartons** is excluded when only **contents** are covered;\n- You did not provide **photos and documentation** we request.\n[EMPTY]\nFailure to meet **reasonable packing standards** may void or limit otherwise available protection.\n[EMPTY]\n## Selected value\n[EMPTY]\nDuring booking you may be asked to specify a **declared or “selected” value** (or similar). Our and the carriers’ liability for qualifying loss or damage is generally limited to the **lesser of** that declared amount and **actual market value** at the time of loss, subject to program rules shown at checkout. Declaring a higher number does not guarantee full payment if market value is lower or if packing or exclusions apply.\n[EMPTY]\n## Reroute and return shipping costs\n[EMPTY]\n**Reroutes, intercepts, returns, and address corrections** may generate **additional transportation and accessorial charges** billed per carrier rules. The **party responsible for payment** is typically the **purchaser or account holder** on the NitroMule order, unless another agreement applies. We may charge the **original or stored payment method** for those amounts. **Fee amounts** depend on carrier tariffs and the type of change (minor correction vs. reroute to a different location).\n[EMPTY]\nIf you are buying or selling goods with another party, agree in advance **who pays return or reroute shipping**.\n[EMPTY]\n## Claims process\n[EMPTY]\n**Start claims through NitroMule** (for example, via **support@nitromule.com** or the contact path we publish)—not by contacting the carrier alone, unless we direct you otherwise. We work with carriers to **investigate** eligible claims. We may require proof of **proper packing**, **value**, and **damage or loss**, and we may **inspect** goods or packaging before resolving a claim.\n[EMPTY]\n**Typical expectations** (subject to change and to what we specify for your case):\n[EMPTY]\n- **Notice of loss or damage** within **seven (7) days of delivery** (or within **fourteen (14) days of pickup** for certain mis-delivery or damage-in-transit scenarios, if we specify);\n- **Complete documentation** within **thirty (30) business days** of our request, including descriptions, photos of damage, **exterior and interior packing photos**, and **proof of value** (receipts, listings, appraisals as appropriate).\n[EMPTY]\nClaims must be **in writing** (email is acceptable where we provide an address). **Late or incomplete claims may be denied.** We may **deny or limit** claims for items that are **older**, heavily **depreciated**, or not supported by credible value evidence, consistent with program rules.\n[EMPTY]\n## Shipping information confidentiality\n[EMPTY]\nWe treat **tracking numbers, addresses, and shipment details** in line with our **Privacy Policy**. We do not use them for unrelated marketing and we do not disclose them to third parties except as needed to **perform the shipment**, **comply with law**, or as described in the Privacy Policy.\n[EMPTY]\n## Contact\n[EMPTY]\nQuestions about this Shipping Policy: **support@nitromule.com** · **www.nitromule.com**\n[EMPTY]"}]}]}]}