Shipping Policy & Claims Procedure

1. Service Level Agreements (SLAs) & Transit Schedules

VELORA operates tiered multimodal services designed for differing speed, volumetric, and budget requirements. Published transit times are measured from port/depot departure to arrival at the destination customs bonded hub:

• Air Charter / Next-Flight-Out (NFO): 12 to 36 hours door-to-door worldwide. Dedicated escort and ramp supervision.
• Air Express Priority: 24 to 72 hours globally. Direct scheduled cargo flights with priority customs pre-clearance.
• Standard Air Freight: 3 to 5 business days. Consolidated hub routing via major international gateways.
• Ocean Expedited FCL: 12 to 22 calendar days depending on maritime lane (e.g. Transpacific / Transatlantic).
• Standard Ocean FCL / LCL: 20 to 38 calendar days for economical bulk and containerized general cargo.
• Dedicated Road Freight (FTL / Hotshot): Same-day to 48 hours domestic; 2 to 5 days cross-border continental.

2. Exclusions & Force Majeure Circumstances

While VELORA maintains exceptional on-time reliability, published transit schedules are estimates and do not constitute absolute delivery warranties unless an explicit Guaranteed Transit Rider is contracted in writing.

VELORA is not liable for schedule deviations resulting from:

• Unforeseeable meteorological phenomena (typhoons, blizzards, severe turbulence, ice harbor blockades).
• Customs holds, random drug/security inspections, or sovereign border closures.
• Geopolitical conflicts, war, civil unrest, piracy, or strikes beyond VELORA's operational control.
• Incomplete or erroneous paperwork provided by the consignor (e.g., incorrect HS codes or consignee address errors).

3. Delivery Execution & Proof of Delivery (POD)

Delivery is executed upon physical handover to the consignee or their authorized agent at the agreed delivery address.

• Electronic POD (e-POD): Drivers capture a digital signature, GPS location stamp, and high-resolution photo of the freight placed at the loading dock or doorstep.
• Inspection Obligation: The receiver must inspect outer packaging for punctures, water stains, broken security seals, or tipped tilt-indicators before signing the delivery receipt.
• Clear Signature Implication: Signing a POD without written damage remarks establishes prima facie evidence that the cargo was delivered intact and undamaged.

4. VELORA All-Risk Cargo Insurance Coverage

To protect against unpredictable carrier-exempt perils (such as maritime general average, acts of God, or catastrophic vessel loss), VELORA offers optional All-Risk Marine Cargo Insurance through top-tier global underwriters.

5. Prohibited Freight Commodities

VELORA strictly prohibits the tendering of the following goods under standard tariffs:

• Illegal narcotics, illicit substances, or unapproved controlled pharmaceuticals.
• Counterfeit trademark items, pirated goods, or currency / cash notes / bearer bonds.
• Explosives, ammunition, military weaponry, or nuclear materials.
• Endangered live animals, illegal wildlife trophies, or ivory under CITES treaties.

6. Step-by-Step Claims Procedure

In the unfortunate event of loss, partial loss, or cargo damage, follow these essential steps:

1. Step 1: Endorse the POD. Note exact package counts and damage descriptions directly on the delivery receipt (e.g., "Pallet 2 crushed, 4 cartons torn open").
2. Step 2: Preserve Packaging & Secure Evidence. Do not dispose of exterior cartons, dunnage, or broken pallets. Take at least 6 clear photos from varying angles.
3. Step 3: Submit Formal Notice within 48 Hours. Contact the VELORA Claims Desk at claims@velorashipping.com or use our online intake portal.
4. Step 4: Surveyor Review. If claimed damages exceed $5,000 USD, an independent marine cargo surveyor will inspect the goods at the consignee facility.
5. Step 5: Settlement Disbursement. Once documentation is validated, settlement funds are remitted directly to the designated bank account.

7. Required Claims Evidence & Documentation

Every formal claim dossier must be accompanied by:

• Master Air Waybill (MAWB), Ocean Bill of Lading (B/L), or Consignment Note (CMR).
• Original commercial supplier invoice and manufacturer packing list showing values.
• Signed Delivery Receipt with specific damage reservations.
• High-resolution digital photographs / videos of damaged goods, inner packaging, and outer cartons.
• Itemized repair estimate or salvage calculation from a qualified technician.

8. Claims Resolution & Settlement Timelines

VELORA is committed to rapid, fair claims adjudication:

• Initial Acknowledgement: Within 24 business hours with a designated Senior Claims Officer.
• Initial Review & Deficiency Check: Completed within 5 business days.
• Final Settlement Determination: Standard claims resolved within 14 to 21 business days of dossier completion.