Customer Service & Refund Policy

1.1 Eligibility for Refunds

Customers may be eligible for a refund under the following conditions:

• Order Cancellations: Requests submitted before shipment is processed
• Technical failures preventing shipment processing
• Service errors or service not functioning as described
• Order processing errors or unauthorized charges

1.2 Non-Refundable Situations

Refunds will not be issued for:

• Shipments already processed or in transit
• Delays or delivery failures due to carrier service disruptions
• Customer-provided inaccurate or incomplete shipping information
• Items damaged during shipping (Customers should contact USPS to file claims for insured shipments)

1.3 Refund Request Process

To request a refund:

1. Email: support@mailsafeexpress.com
2. Include: Order number, full name, contact information, and supporting documentation (e.g., email confirmations, tracking info, photos, etc.)
3. Review Period: Allow up to 5 business days for evaluation
4. Refunds: Approved refunds will be returned via the original method of payment

MailSafe Express provides mailing solutions for prohibited items intercepted at TSA security checkpoints.

• Orders can be canceled at any time prior to shipment processing
• Refund eligibility is subject to conditions outlined above
• Once a shipment is processed, it cannot be canceled or refunded
• Orders can be managed through your online account or by contacting customer support

3.1 Filing a Dispute

For concerns related to service, delivery, or product quality:

• Email support@mailsafeexpress.com
• Include order number and supporting documentation
• Our team will respond within 2 business days

3.2 Resolution Process

• Our Customer Service Team will conduct an initial review
• If needed, the issue will be escalated to management
• Most disputes are resolved within 7 business days
• If a resolution is not reached, we may offer third-party mediation as a final step

• All payments are processed securely via Stripe
• Transactions are in USD unless specified otherwise
• Billing discrepancies must be reported within 30 days of the charge
• Chargeback fees may be incurred for invalid or unauthorized disputes
• Payment information is encrypted and stored according to PCI DSS standards

MailSafe Express's liability is limited to the following:

• We are not responsible for items prohibited by law or airline regulations
• Our liability for lost or damaged items is limited to the declared value or insurance amount
• We are not liable for delays caused by third-party carriers or customs
• Customers are responsible for providing accurate shipping information

For all inquiries related to refunds, disputes, or service concerns, please contact us:

Email: support@mailsafeexpress.com

Website: app.mailsafeexpress.com