REFUND POLICY
 

Effective Date: JUNE 1ST, 2026
 

At VanCity Crew Mail, we strive to provide reliable package receiving, storage, forwarding, and delivery services. This Refund Policy explains when refunds may be issued and the circumstances under which fees are non-refundable.

By using our services, you agree to this Refund Policy.
 

1. ELIGIBILITY FOR REFUNDS

Refunds may be considered in the following situations:

• A customer is charged incorrectly due to a billing error.

• A service is paid for but cannot be provided by VanCity Crew Mail for reasons within our control.

• Duplicate payments are made for the same service.

• A forwarding or delivery request is cancelled before processing has begun.

Approved refunds will be returned using the original payment method whenever possible.
 

2. NON-REFUNDABLE SERVICES

The following fees are generally non-refundable once services have been performed:

• Package receiving fees

• Storage fees

• Package handling fees

• Forwarding fees after processing has begun

• Delivery fees after a delivery attempt has been made

• Rush or expedited service fees

• Administrative fees

Once a package has been received, processed, prepared for forwarding, or dispatched for delivery, associated service fees become non-refundable.
 

3. DELIVERY DELAYS

VanCity Crew Mail is not responsible for delays caused by factors outside of our control, including but not limited to:

• Cruise ship itinerary changes

• Port access restrictions

• Customs inspections

• Weather conditions

• Transportation disruptions

• Security requirements

• Carrier delays

• Incorrect information provided by the customer

Refunds will not be issued solely due to delays resulting from these circumstances.
 

4. FAILED DELIVERIES

Refunds will not be issued when a delivery cannot be completed because:

• Incorrect ship information was provided.

• Incorrect crew information was provided.

• The customer was unavailable to receive the package.

• The ship departed before delivery could be completed.

• Delivery instructions were incomplete or inaccurate.

Additional delivery attempts may be subject to additional charges.
 

5. LOST OR DAMAGED PACKAGES

Customers must report lost or damaged packages within seven (7) days of delivery or attempted delivery.

VanCity Crew Mail's liability is limited as outlined in our Terms of Service.

Unless separate insurance coverage has been purchased, VanCity Crew Mail is not responsible for the value of package contents beyond the limits stated in our Terms of Service.
 

6. PROHIBITED ITEMS

No refund will be issued for services related to packages that contain prohibited, restricted, illegal, hazardous, or undeclared items.

VanCity Crew Mail reserves the right to refuse, return, dispose of, or report such items in accordance with applicable laws and regulations.
 

7. CANCELLATIONS

Customers may request cancellation of forwarding or delivery services prior to processing.

If processing has not begun, a full or partial refund may be issued at VanCity Crew Mail's discretion.

Once package preparation, forwarding, or delivery activities have started, refunds will generally not be available.
 

8. REFUND REQUESTS

To request a refund, customers must contact VanCity Crew Mail and provide:

• Full name

• Account email address

• Tracking number (if applicable)

• Description of the issue

• Proof of payment

Refund requests should be submitted within thirty (30) days of the transaction date.
 

9. PROCESSING TIME

Approved refunds are typically processed within 5–10 business days.

Actual timing may vary depending on your payment provider or financial institution.
 

10. CHANGES TO THIS POLICY

VanCity Crew Mail reserves the right to update or modify this Refund Policy at any time.

Updated versions will be posted on our website with a revised effective date.
 

11. CONTACT US

VanCity Crew Mail

Email: vancitycrewmail@gmail.com

Website: vancitycrewmail.ca

Vancouver, British Columbia, Canada

Questions regarding this Refund Policy may be directed to the contact information above.