This page contains the answers to the most frequently asked questions we receive from
customers regarding Shipping & Returns.
Long Range Logistics is run by British ex-pats living & working in Thailand, South East Asia.
We are dedicated to ensuring you receive the best shopping service possible.
Because all orders are shipped from Thailand, there may be a longer wait than you are used to for your delivery to arrive. The delivery transit time achieved will depend on the shipping methods and options chosen by you.
During checkout, you will be able to choose the delivery priority you need, balanced against cost, as each delivery service is shown with these details on the delivery method selection page.
If you have any concerns regarding the whereabouts of your order, or any other queries at all, please do not hesitate to contact us & we will do our best to help you.
There are two email forms on our website you can use for the fastest replies -
- The general Enquiries form which is also linked to from the Customer Support box in the margin of every page of this site.
- and the Overdue Deliveries form, which should be used for any delivery if you think it is late or lost, as it helps both you and us to keep all the relevant information in one place.
- Or, you can use the Skype links that show in the margin of every page in The Depot
"Blowed if I know where this address is Jones
It ain't on the map"
What are the general details of how you ship my order?
- Postage cost
& shipping weight are shown at checkout, together with a range of
delivery services, including the average delivery time for each -
you can choose the price / urgency that most suits your needs.
- All goods are
despatched from Thailand - Standard International Delivery Terms apply to all cross-border deliveries.
- International Registered Delivery
Service is always used, for every parcel.
- Full postal details are emailed to
each customer, for each order, after despatch - keep these details safe until you have received and inspected your goods, and are sure there are no problems.
- Signature on Delivery is required for
every package we send.
- Import Duty & Taxes are your
responsibility.
- Uninsured packages are despatched under Frieght on Board (FOB) terms and are "at Buyers Risk"
- if you need your package to be insured, please email us for the
cost, before confirming and paying for your order. (We are hoping to get this programmed into the checkout soon)
What are the different delivery services that are shown in the checkout - what is the
simplest comparison?
EMS
(Express Mail Service) = Fastest, but
most expensive - 3-7 days
Worldwide
Airmail = A balance of speed and
cost - 7-21
days Worldwide
SAL
Economy Airmail = Cheaper but
slower - 3-7 weeks
Worldwide
Sea
(Surface) Mail = Cheapest, but
very slow - 6-13 weeks
Worldwide
- Prices shown at
checkout include International Registered Delivery as default
- Optional Express / Expedited Service available on Airmail & SAL packages -
averages a transit time saving of around 2-5 days, but not available to every
country. It is very cheap, costing less than US $2.
- Optional Insurance available - but not available to every country. Please use the Enquiries form to request a quote.
- Very large shipments can be sent via
DHL / FedEx / UPS, or via Sea Frieght - on your account (you have to instruct the carrier to
collect from us).
I
bought a long time ago, and think my goods are overdue, what next?
We have no control over the routing, or delivery period, of an international parcel once it is submitted to the postal system. Please remember we are in Thailand, South East Asia, and the distances involved. Roughly 2% of packages despatched become "overdue" for one reason or another. Most of those are due to factors outside of your, or our, control. Christmas postal overloads continue to be a factor every December.
- Every package
must be signed for - someone must be present at the delivery address to do
that.
- If no-one is home, postal workers might
leave it next door, or take it back to depot.
- Postal workers do not
always leave an "attempted delivery / collect from depot" card (proven
fact!). You need to check with them, or your local postal depot.
- If the average delivery transit period above has
expired (from date of despatch) -
- From our Despatch Email, take the
Registered Delivery Number to your local post office collections
counter, and ask if they are holding it, or have returned it to
sender. Do this quickly, some countries only hold a package for 14 days before returning it.
- It can take up to six weeks for packages to be
received back here in Thailand, from the date of return despatch from your local post office. During that time, neither they, nor us, have any idea where it is. Post Offices do not communicate to us if they are returning a package, the first we know of it is when it arrives here.
- Check with neighbours & family
members if they have it - we have had a number of cases where
this unearthed a "forgotten" package.
- 9
out 10 "lost" parcels are returned to us because the
postman left no card, and the customer did not collect from their local postal depot - please check at your local collections counter as soon as you think your package is overdue.
- If the above steps do not locate your
parcel, then contact us by replying to our Despatch Email - we need
the data it contains in order to assist you - or complete the Overdue Deliveries form.
- We will launch a postal search to find
your package - if the post office confirm a lost package, we will issue refunds or replacements once the
results of that search are known.
-
If you request one, we will email, free of charge, a scanned copy of
the Registered Delivery / Proof of Despatch slip, at any time after the
typical transit period has expired.
| Interesting Statistics about "Late" & "Lost" Packages |
| From 1,000 Despatched Parcels | 100 will be reported late or lost, by customers |
| 80 of those will have been prematurely reported, and will in fact arrive within the delivery times stated above |
| 18 will be "found" at the customer's local post office awaiting signature before delivery |
| Another 1 will be "found" with family or neighbours after the customer reports it hasn't been delivered |
| Another 1 will be unexpectedly returned to us because it wasn't collected from the customer's postal collections counter |
| From every 250 parcels reported as "late" or "lost" | 1 will be confirmed by our post office as genuinely lost after a postal route search
i.e.1 parcel in 2,500 despatched (0.04%), will be genuinely lost by a post office. |
| Source: GazLanNaThai & Long Range Logistics postal records Jan 2003 - June 2008 (14,200+ packages sent worldwide) |
If the address you supplied to Long Range Logistics, to PayPal, or to any other payment method you used, at the time of payment was incorrect, then we will not send replacements or a refund if delivery to that (incorrect) address is confirmed by your post office.
What
if a parcel is reported by the post office as genuinely lost?
-
If
the post office confirms your parcel is completely lost -
-
If
the post office confirms your parcel was delivered, but to the wrong address (due to our
fault) -
-
We will send replacement items, by the same delivery priority, free of
charge.
-
We will also advise you of the address to which the original parcel was delivered, so that you may pursue recovery of it if you wish to do so.
What
happens if I miss the postman, or my post office returns it to you?
If for any
reason, your post office cannot deliver, and returns the package to us
in Thailand -
- We will inform you by email on the same day that we receive it.
- We will send you an invoice for
redelivery costs, unless a mistake by us caused the non-delivery, in which
case we will re-despatch and send a new Despatch Email.
- Redelivery-invoices unpaid after 7
days will be treated as "Package abandoned".
- We do not issue refunds or
replacements for abandoned packages that were returned as
"No-one home", "Address incomplete", etc.
- If a package is returned by your post
office, you may request proof from us in the form of an emailed
scan-image of the package address panel showing postal marks etc.
Other
problems ?
The
following are rare incidents, but do sometimes happen. If you feel you need to return goods, we will
send you a Returns Request Form, which you must complete fully, sign, and return
to us (original copies only) before we will issue a returns authorisation
number. Goods returned without a returns authorisation will not be
replaced or refunded, and the return postage will not be refunded.
- Goods
received damaged ?
- Please notify us within 24 hours
of receipt, by email, then -
- Email us photos of the packaging
and goods - this often cancels the need to return items to
Thailand before replacements are sent.
- Please email photos within 72
hours of advising us of receiving damaged goods.
- If you cannot email photos, then
the Returns Request Form must be completed.
- Incorrect goods received ?
- Procedure as above (for damaged
goods).
- We may ask you to return goods,
either to our trading partners in the UK, or to us here in
Thailand - it depends on the items.
- We will refund the
returning postage on our receipt of the incorrect goods.
- "I do not like it, I want
a refund"
- Our
descriptions and photos are as accurate as we can make them - if
you are unsure of something, please ask, before
buying.
- UK & EC Distance Selling
Regulations, state you have 7 days to advise a return request due to "change of mind" or similar reasons. We are in Thailand and not bound by those laws, but adhere to the spirit of them. If you return goods for any reason other than incorrect items sent, or insured damage in transit, we do not refund the shipping charges for delivery in either direction.
- We only issue refunds in the most exceptional of circumstances. Our normal policy is to issue replacements. Receiving abusive, aggressive, or rude communication guarantees we will issue neither replacements or refunds.
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