Hub & Spoke includes warehouse processing and routed delivery. Instant is direct, on-demand, and does not involve warehouse storage.
A rejected package is a shipment that is refused by the customer at the point of delivery. When a package is rejected, the full delivery fee applies and the shipment is processed for return in accordance with the returns framework.
Instant operates Monday to Sunday from 7:00 a.m. to 10:00 p.m., subject to driver availability.
Shipments must be entered by 8:00 a.m. for same-day collection. Later entries are scheduled for the next Business Day.
No. Hub collections are not conducted on Sundays.
Up to three (3) delivery attempts are made for Hub & Spoke shipments.
The shipment is returned to the warehouse and processed for return.
Delivery is complete upon signature, photo confirmation, or driver completion recorded in the Platform.
Packaging & Sizes
Questions 10–18
Up to 12 × 12 × 15 inches, with a maximum of 15 inches on any side.
Up to 18 × 18 × 30 inches, with a maximum of 30 inches on any side.
It is not eligible for standard Hub pricing and must be separately quoted as a Large item.
Corrugated cardboard boxes that are sturdy, fully sealed, and capable of protecting the contents during handling and ambient transport are accepted. Boxes must not be damaged, crushed, or improperly secured.
The Merchant is solely responsible for adequate packaging.
Durable, tear-resistant courier bags or poly mailers that are fully sealed and appropriate for the contents are accepted. Bags must prevent leakage, spillage, or exposure during transport.
No. Shipments must be securely sealed and properly contained. Open, loosely wrapped, or exposed items are not accepted.
Packaging must be sufficient to protect the goods during handling and storage. If packaging is inadequate for the nature of the item, liability may be reduced or denied.
Corrugated cardboard boxes that are sturdy, fully sealed, and capable of protecting the contents during handling and ambient transport are accepted. Boxes must not be damaged, crushed, or improperly secured.
Pricing & Fees
Questions 19–31
Pricing depends on service type, package size, delivery zone, account type, and additional services.
An additional TTD $30 inter-island transfer fee applies per shipment.
The largest package determines the base price. Additional packages incur add-on fees.
Small additional package: TTD $20. Medium additional package: TTD $30.
3% of the COD amount.
6.5% total (3% platform + 3.5% gateway).
0% handling fee.
3.5% gateway processing fee.
5%.
Standard remittances are processed once per week via bank transfer.
Yes. A TTD $5 fee applies per expedited request, subject to cleared funds.
Corporate Accounts may split remittances across multiple verified bank accounts.
First transfer: $5. Second: $25. Each additional: $15.
Bundles
Questions 32–40
Bundles are prepaid Small package delivery credits available to Corporate Accounts only.
Bundles are valid for 45 calendar days from purchase.
Bundles cover the Corporate Small base delivery price only. All other fees remain payable.
No. Bundles are available only to Corporate Accounts.
No. Unused bundle credits expire after 45 days.
Within 21 days: full refund if unused, 50% of unused credits if partially used. After 21 days: no refunds.
No. Medium shipments incur a $15 uplift per shipment.
No. Add-on fees remain payable.
No. The $30 inter-island fee applies separately.
Returns & Storage
Questions 41–50
Six (6) calendar days from “Awaiting Return” status.
On the 7th calendar day after “Awaiting Return.”
TTD $5 per shipment per day.
Up to 15 additional days after storage begins.
The shipment is deemed abandoned and may be disposed of without reimbursement.
The Company may consolidate returns received within a 48-hour window for efficiency.
After six (6) days storage fees apply. After 21 total days, the shipment is deemed abandoned and may be disposed of without reimbursement.
Returns are typically processed within approximately 48 hours after the return request is made.
They may be discarded, destroyed, sold, or otherwise disposed of without reimbursement.
A maximum of 10 packages can be included in a single return delivery request.
Claims & oProtect
Questions 51–64
All shipments include basic protection up to TTD $100 per shipment.
oProtect is an optional paid protection program covering declared values between TTD $101 and TTD $1,500.
3% of the declared value, with a minimum fee of TTD $15.
The maximum insurable amount is TTD $1,500 per shipment.
From physical pickup confirmation until confirmed delivery.
Customer fraud, COD refusal, improper packaging, spoilage due to ambient conditions, and consequential losses are not covered.
Within seven (7) calendar days of delivery.
Within seven (7) calendar days of notification of non-delivery.
Shipment reference number, proof of value, and photographic evidence (where applicable).
Failure to submit within the required timeframe results in denial and deemed acceptance.
Maximum TTD $100 per shipment.
No. Shipments exceeding TTD $1,500 are not eligible for optional coverage.
Yes. Liability may be reduced or denied if packaging is improper or insufficient.
Coverage may be reduced or denied.
Proof of Delivery & Custody
Questions 65–70
Digital signature, photo confirmation, GPS timestamp, and platform logs.
Risk transfers to you upon acceptance or signing.
No. No claim is accepted after inspection and acceptance.
Upon physical pickup by an authorized driver and confirmation in the Platform.
Upon confirmed delivery (signature, photo, or driver completion in the Platform).
Yes. Recipient acceptance confirms condition unless disputed within the claims window.
Account Types
Questions 71–75
A Standard Account is limited to one verified bank account, cannot modify banking details within the Platform, has COD handling fees (3% Hub), and does not have access to Bundles.
A Corporate Account allows up to five verified bank accounts, split remittance functionality, bank modification within the Platform, 0% COD handling fee (Hub), and access to prepaid Bundles. Corporate Accounts are subject to full compliance verification and Enhanced Due Diligence where applicable.
Yes, you can edit your banking information from the settings on your dashboard.
Up to five (5) verified bank accounts.
Yes. The primary remittance account can be modified within the Platform once verified.
You must request an upgrade, complete required compliance verification, and receive Company approval.
Compliance & KYC
Questions 76–82
Yes. Access to COD, remittance, wallet, and credit facilities requires satisfactory verification.
Yes. Remittances may be delayed, restricted, or accounts suspended.
Yes. Verification is ongoing and updated documents may be requested.
Additional compliance verification required when thresholds or risk indicators are triggered.
When weekly COD or remittances reach TTD $30,000 or elevated risk indicators arise.
Yes. Remittances may be restricted if KYC is incomplete, expired, or compliance concerns arise.
Enhanced Due Diligence may be required.
Inspections & Holds
Questions 83–89
Yes. The Company may open and inspect shipments where compliance or safety concerns arise.
Yes. Shipments may be held for discrepancies, unsafe packaging, suspected fraud, unpaid fees, or compliance issues.
The shipment will not proceed until the issue is resolved.
The shipment may be placed on administrative hold until resolved.
The shipment may be placed on administrative hold until clarified.
Yes. Collection or delivery may be refused where the environment presents a safety risk.
Services may be suspended.
Billing & Disputes
Questions 90–94
Funds may be placed on hold, recovered, or offset against remittances or Wallet balance.
No. Processing and gateway fees are non-refundable once processed (unless required by law).
Yes. Billing disputes must be submitted within seven (7) calendar days of invoice issuance.
It is deemed accepted.
The Company may measure and reclassify the shipment and apply retroactive pricing adjustments.
Cancellations & Changes
Questions 95–99
Address changes may be accommodated if operationally feasible but are not guaranteed after dispatch.
The full delivery fee applies. A separate fee applies for return delivery.
You must instruct the driver to discard the item. Risk transfers immediately to you.
The driver will wait 10 minutes. After that, the pickup may be cancelled or rescheduled.
If delivery cannot be completed, return rules and applicable fees will apply.
Address & Delivery Issues
Questions 100–105
No. Delivery timeframes are operational targets only.
Yes. Delays may occur due to weather, traffic, volume, inaccurate details, or Force Majeure events.
No. Warehouses operate under standard ambient room-temperature conditions.
The Merchant bears responsibility for inaccurate customer details.
The Company may apply pricing adjustments if the shipment is misclassified.
Delivery attempts will still be recorded. After three unsuccessful attempts, the shipment is returned and return fees apply.
Prohibited Goods & Restrictions
Questions 106–109
Illegal, hazardous, restricted, narcotics, firearms, cash, counterfeit goods, and other prohibited items.
No. Commercial risk of COD and customer fraud remains with the Merchant.
No. Shipments are transported under standard ambient conditions unless expressly agreed in writing.
No. oDeliver is not a bank, deposit-taking institution, regulated financial entity, or common carrier.
Suspension & Legal
Questions 110–111
Yes. Accounts may be suspended for fraud, compliance breaches, unpaid balances, or elevated chargeback exposure.
Any legal claim must be commenced within one (1) year.