Limits of liability

Hadship lets you enter the description, quantity, and price of every item inside each package. This information matters and is used for two reasons. In all cases, the description and price you enter must match what you actually paid for the items.

• The description, quantity, and price you list for each item are used to calculate the duties and taxes that will be due when your shipment enters customs in your country.
• The same information determines the maximum liability for those items if they are lost or damaged in transit. For certain shipping providers, Hadship offers additional insurance based on this declared price.

Yes. The values and quantities you list for each package are used to determine the maximum liability of Hadship and our shipping providers. Liability cannot exceed the actual value of the items.

• If your shipment has a declared value greater than $100, it may be eligible for Shipment Value Protection.
• Hadship charges a minimum protection fee of $10.00, plus an additional $5.00 for every $100.00 of coverage purchased above the standard amount.
• If Shipment Value Protection is available but you choose not to purchase it, your shipment is automatically covered for up to $100.
• If Shipment Value Protection is not selected, Hadship and its shipping providers’ liability will be limited to this $100 value.

Yes. Hadship limits the amount that can be paid in lost or damage claims for certain item types. The maximum claim value for the items below is limited to $1,000 USD:

• Artwork
• Jewelry
• Collectors’ items

In all cases, to be eligible to file a damage claim, you must request re-packing or consolidation for your package(s) at our warehouse.

The following items are not eligible for claims regardless of whether Shipment Value Protection was purchased:

• Pottery and glassware not received in fully enclosed original manufacturer packaging.
• Collectors’ items, candles, glassware, pottery, and other items considered fragile that did not go through a re-packing process with “Extremely Fragile” packing requested.
• Fragile food and beverage items not received in hard outer casings — for example, potato chips, crackers, soda cans, plastic bottles, and similar.

Hadship does not offer Shipment Value Protection for the following carrier services:

• DHL Global Mail Priority

Other notes on claim eligibility:

• Claims for missing or damaged items that are sold as part of a set will be evaluated case by case.
• Items that have cosmetic damage (dents, dings, scratches) but can still be used as intended are not eligible for claims.
• Claims for misdelivered or stolen shipments are subject to the carrier’s approval.

Shipment Value Protection purchased on a shipment that is being claimed can only be considered and applied if that shipment is eligible and meets the requirements necessary for a claim request.

If your package is missing or damaged, you must contact our claims team by emailing [email protected].

Our carriers require claims to be filed within the following timeframes:

• FedEx — claims must be filed within 21 days of the delivery date. (See FedEx terms and conditions on the FedEx website.)
• DHL Express — claims must be filed within 30 days of the ship date. (See DHL Express terms and conditions on the DHL website.)
• DHL Global Mail Direct — claims must be filed within 75 days of the ship date, but at least 30 days from the last tracking update. (See DHL Global Mail terms on the DHL website.)
• USPS — claims must be filed within 75 days of the ship date. (See USPS Domestic Mail Manual on the USPS website.)
• Aramex — claims must be filed within 30 days of the ship date. (See Aramex conditions of carriage on the Aramex website.)
• Connect by FedEx — claims must be filed within 60 days of the ship date, but at least 30 days from the last tracking update.

Claims filed outside of these timeframes cannot be accepted.

Shipments not eligible for claims with Hadship:

• Packages held, disposed of, confiscated, or returned by customs for failure to provide requested information or payment.
• Packages held, disposed of, confiscated, or returned by customs due to improper declaration of contents or value.
• Packages confiscated by customs because they contained restricted or prohibited items.
• Packages abandoned by the carrier because the customer did not reply to carrier inquiries.
• Packages reported as missing or damaged outside of the carrier timeframes listed above.
• Packages that sustained damage or loss of contents before being received at the Hadship warehouse.
• Packages returned with a pre-paid label — responsibility lies between the customer and the retailer that supplied the label.
• Packages disposed of after the 60-day storage period.
• Packages deemed undeliverable that were shipped to a country other than Canada or one within the United Kingdom via DHL Global Mail Direct.
• Packages deemed undeliverable that were shipped via DHL Global Mail Priority.

When filing a Damaged Package or Missing Item claim, please send us:

• Photos of the outside of the box.
• Photos of the inner packaging.
• Photos of the damaged items.
• The retailer invoice showing the value paid for each damaged item.
• The tracking number(s) under which the claimed item(s) was delivered to Hadship.

When filing a Lost Shipment claim, please send us:

• The retailer invoice showing the value paid for each of the missing items.

Failure to provide the information required for the type of claim you are filing may result in a denial.

Duties, taxes, and other government-imposed fees are non-refundable. Hadship is unable to refund or reimburse these charges under any circumstances.

This section explains when and how refunds are issued by Hadship. Refunds are separate from damage and loss claims, which are handled through Shipment Value Protection as described above.

Shipping charges — before shipment is dispatched

If you have paid for a shipment but the package has not yet been handed over to the carrier, you may cancel and request a refund. You can choose to receive the refund as:

• A refund to your original payment method, or
• Credit added to your Hadship account wallet for future shipments.

Once a package has been handed over to the carrier, the shipping charge is non-refundable. At that point, any issues with the shipment are handled under the claims process described above.

Wallet credit top-ups

Funds you add to your Hadship wallet remain available on your account for future shipping services. If you wish to withdraw an unused wallet balance back to your original payment method, you may request this by contacting [email protected] within twelve (12) months of the original top-up. After twelve (12) months, wallet credit can only be used toward Hadship services and is not eligible for refund to a payment method.

Duplicate charges and billing errors

If you are charged twice for the same service, or charged in error due to a system or processing issue, contact us immediately at [email protected]. Verified duplicate charges and billing errors are refunded in full to the original payment method.

Shipments that never leave our facility

If you have paid for a shipment but the carrier fails to collect the package from our facility and the shipment is not dispatched, you will receive a full refund of the shipping charge, or — at your choice — wallet credit of the equivalent amount.

Account closure

If you close your Hadship account while holding unused wallet credit, you may request that the remaining balance be refunded to your original payment method, provided the top-up occurred within the past twelve (12) months. Wallet credit older than twelve (12) months is forfeited upon account closure, as described in our Terms and Conditions.

What is not refundable

• Shipping charges for packages that have already been dispatched (these are subject to the claims process, not refunds).
• Duties, taxes, and other government-imposed fees, which are non-refundable under any circumstances.
• Shipment Value Protection fees once a shipment has been dispatched.
• Storage fees that have already accrued on packages held at our facility.
• Address-correction fees and other administrative fees already applied to your account.

How to request a refund

All refund requests should be sent by email to [email protected] from the email address on file with your Hadship account. Please include:

• The order or transaction reference number.
• A brief description of the reason for the refund request.
• Whether you prefer the refund to your original payment method or as wallet credit (where applicable).

How long refunds take

Approved refunds are processed by Hadship within five (5) business days of approval. The funds typically appear on your original payment method within an additional five to ten (5–10) business days, depending on your card issuer or bank. Wallet credit is applied immediately upon approval.

Disputes and chargebacks

If you believe a charge on your account is incorrect, please contact us before initiating a dispute or chargeback with your card issuer. Most issues can be resolved directly and faster through our customer care team. Chargebacks initiated without first contacting Hadship may result in account suspension while the matter is investigated.

This refund policy applies to charges processed by Hadship for shipping services and account credit only. It does not cover purchases you made from third-party retailers using your Hadship address — those transactions are between you and the retailer, and any refunds for the goods themselves must be requested directly from that retailer.