Last updated: January 2026. This policy outlines our process for cancellations, returns, and refunds on shipments booked with Optimus Logistics.
This Returns and Refunds Policy applies to all services provided by Optimus Logistics. We are committed to resolving any issues with your shipment fairly and promptly. This policy should be read in conjunction with our Shipping Policy.
Our goal is a full resolution within 5–10 business days for all valid claims. Email support@optimuslogistics.online to start any return, refund, or claim request.
Cancellation of a booked shipment is subject to the following conditions:
| Timing | Cancellation Fee | Refund |
|---|---|---|
| More than 24 hours before collection | None | Full refund |
| Less than 24 hours before collection | 25% of booking fee | 75% refund |
| After collection has occurred | 50% of booking fee | 50% refund |
| After dispatch from origin | Full fee + return costs | No refund |
Cancellations must be submitted in writing to support@optimuslogistics.online with your shipment reference number.
We offer a managed return shipment service for parcels that need to be sent back to the original sender. Return shipments are treated as new bookings and charged at current applicable rates.
To arrange a return shipment:
You may be eligible for a full or partial refund in the following circumstances:
Refunds are not available for delays caused by customs processing, adverse weather, recipient unavailability, or inaccurate information provided at the time of booking.
To request a refund, email support@optimuslogistics.online with your full name, tracking number, reason for the refund request, and supporting evidence including photos of any damage. Our team will review your request within 3 business days.
Approved refunds are processed within 5–10 business days and returned to the original payment method.
If your shipment arrives damaged, follow these steps immediately:
Claims for damage reported after 3 days of delivery may not be accepted. Our team will investigate and respond within 5 business days.
A shipment is classified as lost if there has been no tracking update for more than 10 business days (air freight) or 20 business days (sea freight) from the last known location.
To report a missing shipment, email support@optimuslogistics.online with your tracking number. We will initiate a trace investigation immediately and provide status updates every 48 hours.
We strongly recommend purchasing cargo insurance for all shipments. Standard liability limits may not cover the full value of your goods. Contact us to add insurance at the time of booking.
For all returns, refunds, cancellations, damage claims, or general enquiries about this policy:
Our support team responds within the hour. Email us with your tracking number and we will get it sorted right away.
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