Aquantuo requires full or partial payment before shipping to reduce delays, support freight planning, and avoid packages being held because of unpaid invoices.
Customers have up to 7 days after receiving the shipping invoice before storage fees begin to apply.
Yes. Storage fees begin 7 days after packages are confirmed received at the origin warehouse and 7 days after they are ready for pickup in the destination country.
Insurance is 3% of item value, optional below $200 and compulsory above $200, subject to terms and conditions.
If insurance was paid and the claim is valid, Aquantuo may compensate the item value through account credit, replacement, or refund depending on the situation and policy terms.
Insurance issues should be raised quickly after the package is updated or delivered. Insurance changes or claims should be raised within 48 hours from package update.
Customers should file a claim through Aquantuo's claim process or contact the support team with the shipment ID, package details, photos, proof of value, and any delivery evidence.
Aquantuo investigates and responds with a resolution within 15 business days after a claim is filed, depending on the issue circumstances.
Aquantuo accepts card payments, bank transfers, and mobile money transfers as accepted payment methods.