Terms & Conditions
The customer is responsible for labeling properly, preparing, and packaging items for shipment. Estimated prices do not reflect variations due to discounts, traffic delays, or other factors. The actual price may vary. You agree to pay the price shown upon confirming your shipment and/or delivery request. If your route or destination changes on-trip, your price may change based on provided rates and other applicable taxes, tolls, charges, and adjustments.
Of course, life happens and we want you to know that we got you covered and that is also our responsibility to take care of our couriers.
Please see below our rate list of unexpected events, if incurred we will send you an invoice or we will charge your payment method on file directly. By submitting your order you understand and agree to pay any extra fees.
Of course, life happens and we want you to know that we got you covered and that is also our responsibility to take care of our couriers.
Please see below our rate list of unexpected events, if incurred we will send you an invoice or we will charge your payment method on file directly. By submitting your order you understand and agree to pay any extra fees.
All services rendered by Airpals Technologies Inc. are provided on a non-refundable and non-creditable basis. Airpals Technologies Inc. does not provide refunds if any portion of the order or service was rendered. Orders that are not able to be picked up or delivered are subject to other fees.
Rush Fee:
$13.00 (includes transaction fees)Off-Hours Pick Up/Delivery:
A $15.00 fee will apply for pick-ups or deliveries scheduled outside our standard operating hours. This includes any early morning or late evening time slots requested by the customer.Failed Pick Up:
50% of the total order cost will be charged for any failed pick up attempt when the order is cancelled. This fee covers the cost of dispatching a driver and providing troubleshooting support.Second Attempt Fee:
If a second attempt of delivery is required, an additional fee equal to 50% of the total order cost will be charged. This might be due to no one being available at the location, restricted access, incorrect address or contact details provided, or other reasons.Airport Surcharge:
Deliveries or pickups to and from any major airport in the New York City area (including JFK, LaGuardia, and Newark) are subject to a flat Airport Surcharge of $20 - $25 which will be applied automatically once the order is completed. This fee covers the extra coordination required, including driver appointment scheduling.Waiting time:
$0.90 cents per minute after 5 minutes of grace period.Loading / Unloading Fees:
For van or offline orders, handling time is already included in the estimated cost. For platform orders, handling time may be considered based on the number and size of items:1. Small items: 3–5 minutes
2. Medium/Large items: 5–10 minutes
Wrong Address Fee:
$10.95 plus the cost of transporting the package from the incorrect address to the correct one.Additional Stops in the Same Building:
$10.15 per stop.Oversize / Overweight:
$8.30 per item or per 10 pounds. For medium-size packages, the fee applies if the item weighs over 10 lbs (10.1 lbs and up) or is longer than 20 inches. For large-size packages, the fee applies if the item weighs over 25 lbs (25.1 lbs and up) or is longer than 30 inches.Overnight Storage:
If an item cannot be delivered or returned on the scheduled day due to issues outside our control (such as customer unavailability, access restrictions, or re-scheduling), we may need to hold the item in secure storage overnight.1. Small items: $5.00 each
2. Medium items: $7.00 each
3. Large items: $9.00 each
4. X-Large items: $12.00 each
In such cases, an overnight storage fee will apply per each item, depending on their sizes.
Cancellation Policy:
For same-day orders, a full refund is available if the cancellation is made within 30 minutes of placing the order. For scheduled orders, a full refund is available if the cancellation is made within 8 hours of placing the order. For any order outside of the above conditions, a cancellation fee of $8.00 will apply and be deducted from the refund amount.Extra Items:
$3.50 each (small, iPhone size); $5.75 each (medium, shoebox); $9.12 each (large, suitcase).Extra Large Items:
Pricing for extra-large items will be provided upon request or booking. The cost will be based on dimensions, weight, and other requirements. Note that these orders may need to be assigned to van or box truck vehicles. If an extra-large item order is placed via our platform, we will charge the difference for the vehicle upgrade and any additional fees, such as waiting time and loading fees.Van or Box Truck Orders:
Upon receiving all the information regarding your request and item dimensions, we will provide an estimated cost. We require at least 1-2 days' notice for van orders. If a Certificate of Insurance (COI) is needed, it must be requested with at least 5 days' notice. Payment is processed in two stages: an advance payment to confirm the order, and the remaining balance is charged after delivery.Claim for Lost or Missing Packages:
The client has up to 48 hours from the delivery time to submit any claims regarding a missing package or any delivery issues.We aim for speed, but without cutting corners and disregarding safety. Due to the limited street parking spaces, delivery might take longer than expected. Our goal is to deliver your order as soon as possible, and if street parking is not available, the driver might leave the vehicle in a private parking space. If parking was needed during a pick-up or a drop-off we will charge the cost back to the original payment method plus a 3% processing fee.
At Airpals, we are committed to providing excellent service and handling any issues that may arise with professionalism and efficiency. However, there may be instances where the cost of addressing issues at the pick-up or drop-off location must be factored into the final cost of your order. In the event that troubleshooting is required, our team may need to contact both locations to request access, and coordinate with receptionists, freight operators, and other individuals who may need to authorize our drivers to pick up and deliver from various premises. The troubleshooting fee is $0.50 per minute. To avoid incurring additional fees, please be sure to coordinate in advance with anyone involved in your order and provide detailed notes about the pick-up and drop-off locations, including any relevant information about the buildings or surrounding areas. By working together, we can ensure a smooth and successful experience for all parties involved.
We do not deliver to P.O. boxes
If you add the address of a P.O box and we already picked up the order you will incur additional charges but not limited to return cost and wrong address fee.The maximum package size allowed is 30"x24" and up to 30 pounds.
For large or bulk orders please reach out to us at info@airpals.co and we will be able to provide a quick quote.All orders include a 5 minute time period at pick up and during drop off.
The grace period is not interchangeable, meaning that the unused minutes during the pick-up cannot be applied to the drop-off and vice versa.All orders are insured only against theft for $100.00
Additional insurance is available by request at a rate of $2.25 per $100.00. Acceptance of higher declared value is subject to risk assessment.Items sent or shipped through Airpals Technologies Inc. or its partnered couriers must comply with all local laws and regulations. Is strictly prohibited to use Airpals Technologies Inc. or its partnered couriers to send illegal, unsafe, items purchased with fraudulent mechanisms or other prohibited items.Airpals Technologies Inc. and its partnered couriers have the right to inspect items and packages shipped through our platform. If an item, order, or package is violating any law or any of our policies, including those listed on this page, we will take corrective actions, as appropriate, including but not limited to, immediately suspending or terminating your account and reporting to the local authorities.We use high-end technology to prevent credit card fraud. If a payment method is flagged with a fraud risk by our payment processor we will take corrective actions and report it to the local authorities.
The above list of prohibited items is not exhaustive. Airpals Technologies Inc. retains the discretion to prohibit additional items that are not on the above list.
People
Illegal items
Firearms, weapons, ammunition, and their parts
Highly perishable food or beverages (e.g., raw meat or dairy products, etc.)
Money, gift cards, lottery tickets, or transferable securities
Recreational drugs, drug paraphernalia, or tobacco products
Dangerous or hazardous items, including:
- Explosives
- Items that are poisonous or flammable (including paints or adhesives containing a flammable liquid)
- Substances and material identified in the Hazardous Materials Table in 49 CFR section 172.101 or material determined to be hazardous under 49 U.S.C. section 5103 et. seq. and transported in a quantity requiring placarding according to regulations prescribed under 49 CFR, Subtitle B, Chapter I, Subchapter C, hazardous waste (including but not limited to hypodermic needles), or medical waste.
Stolen goods
Fragile items
Sexual aids; obscene or pornographic material
Livestock, regulated species (e.g., noxious weeds, prohibited seeds), or animal parts, bloods, or fluids
Any items for which you do not have permission to send
Any items that are reasonably likely to be perceived by the recipient as threatening or harassing.