Legal Information

1. Service Levels

We offer the following shipping services:

• Express: 1-3 business days (domestic), 3-5 business days (international)
• Standard: 3-7 business days (domestic), 7-14 business days (international)
• Economy: 5-10 business days (domestic), 14-21 business days (international)
• Freight: Custom solutions for large shipments

2. Shipping Restrictions

We cannot ship to the following:

• Countries under international sanctions
• PO Boxes (for certain service levels)
• Military addresses without prior approval
• Remote locations without regular service

3. Packaging Requirements

All shipments must meet our packaging standards:

• Use sturdy, corrugated cardboard boxes
• Proper cushioning material (bubble wrap, foam peanuts)
• Seal with strong packing tape
• Include packing slip inside the package
• Address label clearly visible and protected

4. Delivery Times

Delivery times are estimates and begin when the package is scanned into our system. Delivery does not include:

• Weekends and holidays
• Customs clearance time for international shipments
• Time for address correction
• Weather delays or natural disasters

5. Failed Deliveries

If delivery cannot be completed, we will:

• Attempt delivery up to 3 times
• Leave a delivery notice (if available)
• Hold at local facility for 5 business days
• Return to sender after holding period

6. International Shipping

For international shipments:

• Recipient is responsible for customs duties and taxes
• Accurate commercial invoice required
• Some items may be restricted by destination country
• Additional documentation may be required

7. Tracking

All shipments include tracking. You can track your package:

• On our website using the tracking number
• Through email notifications
• Via SMS updates (if opted in)
• Through our mobile app

8. Claims and Insurance

To file a claim for lost or damaged items:

• Contact customer service within 30 days
• Provide tracking number and proof of value
• Submit photos of damaged items and packaging
• Allow 5-10 business days for investigation

9. Refunds and Cancellations

Refunds are available for:

• Service cancellations before pickup: 100% refund
• Service cancellations after pickup: 50% refund
• Lost packages (after investigation): Full refund or reshipment
• Late deliveries (case by case): Partial refund may apply

10. Hazardous Materials

Hazardous materials require special handling:

• Must be declared at time of booking
• Proper UN packaging and labeling required
• MSDS/SDS documentation must be provided
• Additional fees apply

11. Temperature-Sensitive Items

For temperature-sensitive shipments:

• Require special temperature-controlled service
• Additional fees apply
• Temperature monitoring available
• Special packaging required

12. Contact Information

For shipping inquiries:

ILX Express Logistics Customer Service
Email: shipping@ilx-express.com
Phone: +1 (659) 758-5979
Hours: Monday-Friday, 8 AM - 8 PM EST