Postal Explorer > International Mail Manual - Issue 32 > 2 Conditions for Mailing > 210 Global Express Guaranteed > 214 Service Guarantee

214 Service Guarantee

214.1 General

The Postal Service guarantees delivery within the service standards specified in Publication 141 or the sender may be entitled to a full refund of the postage paid. For the purpose of the money-back delivery guarantee, the date and time of delivery, attempted delivery, or availability for delivery constitutes delivery.

214.2 Transit Days for Non-Document Service

For Global Express Guaranteed Non-Document service, total transit days may be affected by general customs delays, specific customs commodity delays, holidays observed in the destinating country, and other factors beyond the Postal Service's control. See Terms and Conditions on the Global Express Guaranteed Air Waybill/Shipping Invoice or in Publication 141 for details.

215 Inquiries, Postage Refunds, and Indemnity Claims

215.1 Inquiries

Inquiries concerning the delivery of Global Express Guaranteed items are made by calling 800-222-1811 or through the Postal Service Web site.

215.2 Postage Refunds

Postage may be refunded for a shipment mailed at a participating Post Office facility before the specified deposit time if the carrier does not deliver the shipment, does not attempt to deliver the shipment, or does not make the shipment available in accordance with the Money-Back Delivery Guarantee standards in Publication 141 on or before close of business in the local time zone in the delivery location. To request refunds or obtain details on how to file a claim, contact a customer service representative at 800-222-1811. The original receipt of the Global Express Guaranteed Air Waybill/Shipping Invoice (shipping label) is required for a postage refund. Requests for postage refunds must be made no later than 30 days from the date of mailing. Shipments to post office box addresses are not eligible for refunds. The signature of the recipient or recipient's agent is required upon delivery of the refund.

215.3 Indemnity Claims

215.31 Claims for Document Service Shipments

If a Document service shipment is lost or damaged, the sender may file a claim for document reconstruction costs, subject to 215.41 and 215.51. All claims must be initiated within 30 days of the shipment date by contacting a customer service representative at 800-222-1811. The representative will provide more details on how to file a claim. The original receipt of the Global Express Guaranteed Air Waybill/Shipping Invoice must be included when filing a claim. Consult Publication 141 for limitations and restrictions on indemnity payments for Global Express Guaranteed items. The Global Express Guaranteed customer service office will adjudicate refunds for Global Express Guaranteed. The Global Express Guaranteed customer service office can be contacted at 800-222-1811. Final approval and payment will be made by the Postal Service.

215.32 Claims for Non-Document Service Shipments

If a Non-Document service shipment is lost or damaged, the sender may file a claim for the declared value of the shipment costs, subject to 215.42 and 215.52. All claims must be initiated within 30 days of the shipment date by contacting a customer service representative at 800-222-1811. The representative will provide more details on how to file a claim. The original receipt of the Global Express Guaranteed Air Waybill/Shipping Invoice must be included when filing a claim. Consult Publication 141 for limitations and restrictions on indemnity payments for Global Express Guaranteed items. The Global Express Guaranteed customer service office will adjudicate refunds for Global Express Guaranteed. The Global Express Guaranteed customer service office can be contacted at 800-222-1811. Final approval and payment will be made by the Postal Service.

215.4 Extent of Postal Service Liability for Lost or Damaged Contents

215.41 Document Service Shipments

For almost all network destinations, liability for a lost or damaged Document service shipment is limited to the lowest of the following:

a. $100 or the amount of additional optional insurance purchased.

b. The actual amount of the loss or damage.

c. The actual value of the contents.

"Actual value" means the lowest cost of replacing, reconstructing or reconstituting the Allowable Contents of the shipment (determined at the time and place of acceptance).

215.42 Non-Document Service Shipments

For almost all network destinations, liability for a lost or damaged Non-Document service shipment is limited to the lowest of the following:

a. $100 or the amount of additional optional insurance purchased.

b. The actual amount of the loss or damage.

c. The actual value of the contents.

"Actual value" means the lowest cost of replacing, reconstructing, or reconstituting the Allowable Contents of the shipment (determined at the time and place of acceptance).

215.5 Insurance

215.51 Insurance for Document Service Shipments

For almost all network destinations, document reconstruction insurance (the reasonable costs incurred in reconstructing duplicates of nonnegotiable documents mailed), up to $100 per shipment, is included at no additional charge. For almost all network destinations, additional document reconstruction insurance may be purchased for Document service shipments, as outlined in section 215.53, not to exceed the total cost of reconstruction, $2,499, or a lesser amount as limited by country, content, or value. Coverage, terms, and limitations are subject to change.

215.52 Insurance for Non-Document Service Shipments

For almost all network destinations, Non-Document insurance for loss or damage up to $100 per shipment is included at no additional charge. For almost all network destinations, additional Non-Document insurance may be purchased for shipments, as outlined in section 215.53, not to exceed the total declared shipment value, $2,499, or a lesser amount as limited by country, content, or value. Coverage, terms, and limitations are subject to change.

215.53 Insurance Fees