Shipping Terms

• Personal courier: boxes, gifts, personal effects.
• Commercial freight: inventory, pallets, consolidation.
• Local pickup: in the Inland Empire and Los Angeles County, per coverage confirmed at quote time.

You must accurately and fully declare:

• Detailed contents of the package.
• True weight and dimensions.
• True commercial value of the goods.
• Full recipient details (name, address, ID if customs requires, phone).

Declared value is used for customs clearance and to compute any claim. Under-declaration may result in customs penalties, seizure, and a denied claim.

Declared value is used for shipment documentation purposes only and does not create insurance coverage or increase AH & CO Logistics' liability unless expressly agreed to in writing.

Packaging is the sender's responsibility and must withstand consolidated international transport. We can repack on request for an additional fee. AH & CO is not liable for damage caused by insufficient packaging.

• California pickup is scheduled within a time window. If no one is available to hand over the freight, an additional visit fee may apply.
• We make up to two (2) delivery attempts at destination. After that, freight may stay at the local operator's warehouse and incur storage fees.
• Delivery is deemed completed when the recipient or a present adult signs or confirms receipt, even if contents do not match expectations (disputes are handled via claims).

Transit times are estimates and depend on mode (ground or air), destination city and customs processing. Reference:

• Colombia: 8–15 business days door-to-door.
• Mexico: 7–14 business days ground; air is faster.

We do not guarantee specific dates and do not offer refunds for delays caused by customs, weather, holidays, strikes or force majeure.

We handle export and import paperwork. Duties, taxes, VAT or fines charged by destination customs are the recipient's responsibility unless a DDP service has been agreed in writing.

AH & CO is not responsible for customs inspections, delays, holds, duties, taxes, seizures, or any government action in any jurisdiction. We prepare documentation in good faith based on information you provide; however, customs authorities may open, inspect, detain, or reject shipments at their sole discretion. Any costs, penalties, or losses resulting from customs actions are your responsibility.

We do not transport items listed on our prohibited items page. If a shipment contains them we will return it to the sender at their cost, or hand it to the competent authority when required by law.

The standard service does not include insurance. AH & CO acts as a freight consolidator and forwarder, not as an insurer. Coverage is strictly limited to what is described below for each country and service. All other shipments ship at the customer's own risk.

Colombia — Courier (personal / small parcel): limited coverage only. Maximum reimbursement is USD $200 per shipment, and applies only to total loss of the entire shipment. It does not cover partial damage, cosmetic damage, delays, customs inspections, holds, duties, taxes, seizures, fragile-item claims, or any indirect or consequential damages. This is not cargo insurance.

Colombia — Commercial freight (LCL / pallet / B2B): no insurance and no coverage. The customer ships at their own risk unless a separate written cargo-insurance agreement is signed before dispatch.

Mexico — Courier (personal / small parcel): no insurance and no coverage. No reimbursement is offered for loss, damage, delay, customs actions, or partial claims. The customer ships at their own risk.

Mexico — Commercial freight: no insurance and no coverage. The customer ships at their own risk unless a separate written cargo-insurance agreement is signed before dispatch.

Excluded from any coverage on every lane (fragile / unsuitable for consolidation):

• glass, ceramics, porcelain, mirrors
• screens, monitors, TVs (covered or not by original packaging)
• cell phones, tablets, laptops, and similar portable electronics
• gaming consoles, cameras, drones, and similar consumer electronics
• musical instruments without hard case
• artwork, antiques, collectibles
• perishables and items requiring cold chain
• any item listed under Prohibited Items

We are not liable for indirect, consequential, lost-profit, sentimental-value or business-opportunity damages, nor for cosmetic wear consistent with consolidated international transport.

The only shipments eligible for a reimbursement claim are Colombia courier shipments that suffered a confirmed total loss, up to the USD $200 cap. Partial damage, cosmetic damage, delays, customs actions, and fragile-item incidents are not eligible on any lane. Mexico courier, Colombia commercial freight, and Mexico commercial freight are not covered and have no claims process unless a separate written insurance agreement was signed before dispatch.

To be eligible, a claim must meet all of the following:

• the shipment is a Colombia courier shipment (no other lane is covered)
• the loss is a total loss of the entire shipment
• shipment was paid in full
• contents were declared accurately at booking
• shipment did not contain prohibited, restricted, fragile, or excluded items
• loss was reported in writing within the claims window
• claim is filed by the original payer of the shipment

To file a claim:

1. Notify in writing at hello@ahcologistics.us within 30 calendar days of delivery (or expected delivery for lost shipments).
2. Attach: quote number, quote invoice, photos of the package before and after, a detailed content list and proof of value (purchase invoice, online-store screenshot).
3. Confirm sender and recipient contact details.

We will review and respond within 30 business days. Claims filed outside the window or without supporting documents are not accepted.

You may cancel a shipment at any time before international dispatch by sending a written request to hello@ahcologistics.us or WhatsApp at +1 (909) 545-1729. A cancellation is effective only when we confirm it in writing.

Refund policy by stage:

• Before pickup or warehouse drop-off: 100% refund of amounts paid.
• After pickup and before international dispatch: refund of paid freight minus costs already incurred (pickup visit, handling, re-packing, storage). A minimum USD $15 administrative fee applies.
• After international dispatch: no refund. The shipment continues to destination and is delivered normally.
• Recipient refusal at destination: return, storage, or disposal costs are the customer's responsibility and are netted against any credit balance.

Non-refundable under any circumstance: fees paid to third parties (customs, taxes, duties, fines), redirection surcharges requested by the customer, failed-delivery attempt fees, and services already rendered (executed pickup, closed consolidation).

Processing: approved refunds are issued to the original payment method within 10 business days of confirmation. Posting times depend on the customer's bank or payment processor.

Declared value and estimated transit times do not create a right to refund for delays, customs inspections, or force majeure.

We are not liable for failures caused by events beyond our reasonable control, including but not limited to: extreme weather events; natural disasters; labor disruptions or strikes; border closures; carrier interruptions; civil unrest; government actions, regulations, or sanctions; pandemics; cyber-attacks on third-party infrastructure; and any other event that makes performance impossible, unsafe, or commercially unreasonable through no fault of our own.

Claims: hello@ahcologistics.us. General support: hello@ahcologistics.us. Phone / WhatsApp: +1 (909) 545-1729.