Tortola Express Welcome Kit

you're ready for takeoff

The Air Parcel Service Quick Start Guide

1

contents

3

Welcome to TortolaExpress

4

Flight Schedule and FAQ

5

Pre-Alert to Ensure Fast Delivery

6

Restrictions and Hold Ups

7

Our Agreement

Welcome to TortolaExpress Parcels Service. This guide contains information on getting started, prealerting, ordering and special offers on our service. It also serves as a quick reference pertaining to your personal shipping details (listed below).

FOR YOUR WALLET We don't expect you to carry around this booklet 24/7. Please detach the card below for quick reference.

Your Name #EIS _________ 7979 NW 21 St. Doral, FL 33122-1616

Your Name #EIS _________ P.O. Box 025479 Miami, FL 33102-5479

Use your street address to order all your parcels. (This is where you want to send all your internet purchases.) The warehouse at this address is specifically designed to process, inspect, and prepare your goods for the flight to the BVI. Note that it is imperative that your EIS number is on the shipping label. If it is not there, you may experience delays as we search for your account number.

Use your PO Box Address for all your flat mail and magazines.

We use a separate address with the United States Postal Service to process your mail faster without clogging the parcel receiving address. Note that you CAN send mail to the street address, but due to the additional processing it requires, it costs more. Some clients use this to send their bank statements or other important documents that cannot be sent to the street address.

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flight schedule twice every week

pre-alert packages* Miami cutoff

Pickup at TortolaExpress

MON 10am WED 10am

TUES 4pm THUR 4pm

non-alert packages Miami cutoff

Pickup at TortolaExpress

FRI 5pm TUES 10am

WED 9am FRI 9am

*

Wednesdays and Fridays are pickup days here in Tortola. See the regular times for these on the chart.

You can speed up your package and improve delivery by pre-alerting your package with an invoice and tracking number. See the Pre-Alerted Package T imes on the chart.

Pre-alert availability and cuttoff times are approximate and may vary. We are not able to guarantee their times. Pre-alerting generally speeds up our processing times.

FAQ

How long does it take to get my stuff?

2-5 days once it arrives in Miami. Please see the Schedule in this brochure for cutoff times.

My address says Doral, I thought it was in Miami?

Doral is an industrial zone of the city of Miami. The address can be treated as if it is in Miami.

When is my package coming?

You can always see when you package is coming by logging on to your MyAero Account. There you will be able to track packages even before they arrive in Miami by simply plugging in your tracking number. If it is in Miami, it will be in our system, and you will be able to see status updates during various stages in the shipping process.

How does the warranty work for items purchased on the internet?

Generally, the warranty will apply only in the USA. If you have any problem with your purchase, you must contact your provider and send it back to him. You must cover shipping costs from Tortola to the supplier's offices. Always review the warranty and return policies of your supplier.

Is my package going to be on time?

Please use the Schedule guideline in this brochure to ensure proper arrival. If your package is extremely time sensitive, please contact one of our customer service staff to personally help you with your shipmentas we cannot guarantee PKG delivery times. (We can try.)

What is the maximum weight for a package?

We don't have a maximum weight. But we recommend that you consider using our cargo service when your shipment exceeds 150 lbs. Our airport cargo office has the proper equipment to handle large, pallet-sized goods. Note that any dimension in excess of 85 inches will be charged at double the regular rate.

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Can I consolidate my shipments?

Yes. We can put all of your freight on hold in Miami until such time as you decide to ship everything at once.

However, the savings are minimal because we don't charge minimums. Please allow one day for the hold request to be placed and one day for the hold request to be removed to avoid missing any flights.

get your packages even faster with

pre-alert

no additional charge

how to pre-alert A Pre-Alert is a new tool which helps us offer you priority handling of your packages. This is very valuable especially for those packages you need in a hurry.

Each time you make an online purchase and receive a tracking number (UPS, FedEx, DHL, USPS, etc...) from your shipper, you will be able to input your package information on MyAero.

processing in Miami, often a makeor-break deal if your package arrives close to a cuttoff date. You’ll also be sure never to have your package on hold if your shipper accidentally leaves out your account number.

By Pre-Alerting your package, we’ll be able to scan the courier’s tracking number, and all of your information will appear on screen. This bypasses a lot of our manual processes and can sometimes gain half a day in

And in the BVI, we will process Pre-Alerted packages first and make them available on same day of arrival.

Just be sure to upload your invoice when you pre-alert, it takes just a few seconds to save a world of time.

make sure you remove us from junk mail so you get automatic notifications.

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just so you know Occasionally you may have a package placed on hold, and while this may cause a slight delay, we put it on hold for good reasons. Some of the common reasons for packages on hold are listed below. Please be aware that the following types of goods will be handled in different ways, and this may delay your packages slightly.

Articles of Glass

Generally, things don’t break. 99% of items come well packed from suppliers, but no matter what we do, it seems that articles of glass have a high vulnerability. Therefore our insurance does not cover these. As of printing, we are working on a method to cover these damages, so please contact us before shipping articles of glass.

Plasma TV Screens

When buying a TV, we recommend buying an LCD TV because they are much less likely to get damaged.

Unfortunately, Plasma Screen TVs are VERY fragile. Very often they will arrive damaged to us in Miami. If you really want that superb plasma screen experience, we can ship these and insure them for peace of mind. BUT, to ship with insurance, we will require that the TV be crated.

We will happily pass on the crating charges in Miami at cost, but what several customers have found is that by the time this happens, the weight of the package increases dramatically and hence affects the cost

Below is a list of common charges for customs duties. Please note that this is only a guidline. The full customs descriptions is about 100 pages long, so you can see that we have summarized quite a bit! If you need an exact quote on duty rates, then email us a link to the item you are buying to parcels@tortolaexpress.com, and we will tell you the final duty percentage.

15%

Books

0%

Marine Parts Digital Cameras

5%

20%

Shoes and Clothes

10%

Car Parts (Engine)

15%

Furniture and bedding

15%

0%

Cell Phones/Electronics

20%

Tools

10%

Any item valued over $2500 must be put on hold in Miami to fill out an EEI (Electronic Export Information). This is required by USA law, and we charge $25 to process the paperwork.

Oversized Goods Generally, we have high rates for oversized dimensions, ship something less than 10.5 feet in length, and you’ll be fine. More than that and you will have a $200 minimum and double rates. Your best bet is to contact our CARGO division at the airport for such items (284 495 0480 | cargo@tortolaexpress.com).

Dangerous goods items can be shipped though TortolaExpress and Aeropost to the BVI, but due to increased safety regulations, these type of shipments combined with the low volume of small parcels make this impractical in most cases, so we don’t recommend it.

PLEASE CONTACT US BEFORE ORDERING THESE ITEMS SO THAT WE MAY ADVISE YOU ON THE BEST PRACTICES FOR SHIPPING THEM.

5%

Car Parts (Body) Computers

High Value Goods

dangerous goods

crossing the border

DVDs, CDs

of shipping. We strongly recommend that you consult us before ordering a large TV so that we may get you the very best service.

Plastics

10%

Video Games

20%

Any item with alcohol listed as its first ingredient.

Any quantity of FLAMMABLE, EXPLOSIVE or CORROSIVE material are considered dangerous goods.

See below for a list of items that are considered dangerous goods.

BVI law requires that customs duties be applied on CIF (Cost, Insurance, Freight).

EXISTING DANGEROUS GOODS Aerosol cans Alcoholic beverages Ammunitions and fire arms Animal furs and skins Chemical substances Cleaning solutions Creams Deodorants Explosive material

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Fireworks Fragrances and cosmetics Gas powered tools Gas, fuel Gels Items of extremely high value Lighters Live animals Matches

Medical Equipment Medications Motor vehicles Mouthwash Nail polish Oil candles Perfumes and colognes Perishable items Personal beauty products

Plants Poisons Pressure containers Seeds Sweeteners Food flavor or coloring products Tear gas or pepper spray Tobacco Wet-cell batteries

our agreement (the one you already signed) TERMS OF AGREEMENT By accepting these terms of the Aeropost International Services, Inc. and its affiliates, (Referred to as the Service Provider in this document) you acknowledge that you have read, understood, and agree to accept the Terms and Conditions of this agreement. You agree that your shipments may be carried through intermediate stopping places including a country other than the country of departure and that Aeropost International Services, Inc. and may substitute alternate carriers or aircraft and may without notice and with due regard to your interests, substitute other means of transportation.

I understand and accept that any package that arrives at the Miami address and is placed on hold, that neither Aeropost International Services, Inc, nor its affiliates is responsible for this package. Aeropost International Services, inc. and its affiliates reserve the right to dispose of said package after 60 days on hold in the Miami warehouse. Packages are put on hold due to account closure, containing of hazardous materials, for other insurance reasons identified below, for incorrect address including incomplete Account number or Customer number or Country Code not correctly included on the address of the package to easily identify the consignee.

FOREIGN SHIPPING ADDRESSES You will be provided with an official physical street address (Your Smart Address) for your exclusive use. The rights to the physical street address belong to us.

Access to the foreign addresses is restricted solely to our personnel. You are only permitted to have packages sent to the shipping addresses and to have the shipments onforwarded to destination.

HAZARDOUS MATERIAL OR DANGEROUS GOODS Any packages or goods, which are considered by the Department of Transportation (DOT), the International Air Transportation Association (IATA), and/or the International Civil Aviation Organization (ICAO) as “restricted articles”, “hazardous material”, or “dangerous goods”, will be held at our warehouse for a maximum of 30 days after which they shall be destroyed if no instructions are given by the customer. The Service Provider will not accept liability for such items that are abandoned at the said warehouse and will not entertain any claims for such items.

The customer may have such items returned to the supplier at the customer’s expense or may choose to send the shipment to the country of destination as a Hazmat shipment. The cost associated with the forwarding of this type of shipment will be handled on an individual basis and is not based on the standard tariff. This is primarily due to the cost associated with the special handling, packaging and paperwork required to handle hazardous material or dangerous goods. You will be notified of these costs before shipment is arranged.

RESTRICTED ITEMS The Service Provider deems the following items as restricted for carriage: cash, negotiable securities, jewelry, furs, firearms, live animals, perishable items, plants and any other item that are listed under the IATA rules and regulations as restrictive or any items listed by individual air carriers as restricted for carriage.

LIMITATIONS OF LIABILITIES: INSURANCE POLICY All package shipments will be covered by and charged for insurance unless the customer chooses to opt out of the insurance program. Customers that do not join the insurance program will not be charged insurance fees and explicitly release the Service Provider of all responsibility or liability due to loss or damage of any packages.

The insurance fees are automatically calculated and charged based on the declared value of the shipment. IATA regulations apply when insuring No Value Declared (NVD) shipments and a maximum of US $100.00 will be charged for and covered by insurance.

Insurance for all shipments (whether single or multiple piece) with a declared value of over US 10,000.00 must receive special approval before being shipped in order to obtain coverage. The following items are not insurable: Items listed on IATA’s dangerous list, perishable items, cash and or monetary instruments of all kinds, manuscripts/ documents, gems and precious metals, jewelry watches, electronic files on diskettes or CD, stamps, transportation tickets or vouchers, articles of glass, passports and any other kind of identification documents.

The service provider reserves the right to cancel the Insurance service for any account without prior notice.

There are certain items that are not insurable under our insurance program.

Aeropost and its affiliates do not provide insurance to cover shipping of Plasma, LCD or other TVs that arrive at our warehouse for forwarding to the destination country unless additional crating is performed. If a TV is received, the customer will be notified and will be given the option to pay for additional crating (and the additional shipping costs due to increased weight).

LIMITATION OF CLAIMS The Service Provider’s responsibility begins when the packages are received at the warehouse in Miami (hereinafter “the warehouse”). The Service Provider will not be held liable for packages that are lost, delayed or damaged while in transit to the warehouse. Shipments will be consolidated and shipped to the destination country on a scheduled basis. The carrier reserves the sole right to load the aircraft and determine the guaranteeing of space. The Service Provider cannot be held liable for any shipments not accommodated by the air carrier on any given day but will endeavor to communicate daily with the air carrier to secure space on the next available flight should cargo not be accepted by the air carrier.

The Service Provider will refuse any item shipped to its address damaged or opened, and will notify the consignee.

No claims will be accepted nor honored by the Service Provider with respect to these items, and the Service Provider will have no liability or responsibility.

Claims must be filed in writing within 30 days from the date of shipment from the service provider.

When filing a claim the following information must be included: - A properly completed insurance claim form obtained from the service.

- A copy of the original commercial invoice or adequate proof of value.

- If the shipment is damaged but repairable a letter or pro forma invoice from a repair shop indicating the cost of repair.

Claim settlement may take up to 60 days to be processed and will be the lowest of the following: - Declared value of the damaged or lost items at time of shipment. Shipments without an invoice will be valued at no more than US $100.00.

- The cost of replacing damaged or lost items.

- Repair cost for the damaged items if they are repairable.

- Real value of items ie the value of uses items which will be calculated on their estimated depreciation.

Insurance only covers the declared value of an item and the freight from Miami, and does not cover other shipping costs to Miami, handling fees, customs duties or any other cost associated with the transport ation or receipt of the item.

WARRANTIES We make no warranties, express or implied.

RIGHT TO INSPECT The shipment may, at our option or at the request of governmental authorities, be opened and inspected by such authorities or us at any time.

LIABILITIES NOT ASSUMED 1. The Service Provider is not liable for delays in delivery, damages of any kind (whether direct, indirect, incidental, special, or consequential) including but not limited to loss of income, loss of interest, loss of profit, loss of business opportunity, loss of use of contents, breach of other contracts, or any loss or damage arising from the inherent nature of the goods, whether or not we had knowledge that such damage might be incurred, even if the delay is our fault in retrieving the shipment, transporting the shipment, or delivering the shipment. The Service Provider will not be liable for the customer’s acts or omissions, including but not limited to incorrect declaration of goods, improper or insufficient packaging or marking or addressing of the shipment, or for acts or omissions by the consignor or consignee or anyone else with an interest in the shipment.

Also, the Service Provider will not be liable if you or the consignor violates any of the terms of the agreement.

The Service Provider does not accept for shipment cash, currency, or other security instruments. Also the Service Provider will not be liable for loss, damage, or delay caused by any events we cannot control, including but not limited to acts of God, “force majeure”, or the action or omissions of any governmental or public authority (including but not limited to customs or health officials), or omission by anyone outside of the Service Provider. The Service Provider reserves the right, without admitting liability, to refund transportation charges at our sole discretion, but are not obligated to do so.

2. Aeropost International Services, Inc. will accept no claims for packages that are on Hold for 2 or more months.

Packages that remain on Hold at our Miami Office for more than 2 months will be auctioned off, returned to sender or destroyed at the discretion of Aeropost International Services, Inc. JUNK MAIL When you order from a Catalogue, the publisher may, at their discretion, sell your name to other Catalogues or Publications. Aeropost International Services, Inc. and its affiliates cannot control this, and is not responsible for the amount of unsolicited (junk) mail you receive. It is your responsibility to notify your suppliers that you do not want to receive any unsolicited mail and we may even be able to help you reduce your junk mail by returning the magazine covers to the suppliers on your behalf with a notification to discontinue. If junk mail is transported by Aeropost International Services, Inc. and its affiliates, however, the standard shipping charges will apply.

PAYMENT POLICY CHARGES - You agree to pay all charges imposed by the government and/or agency, and/or the carrier with respect to your mail and packages.

- You agree to pay any customs clearance charges imposed

by Aeropost International Services, Inc. and its affiliates with respect to your packages.

- Freight charges are calculated on the total actual weight.

- We reserve the right to adjust our charges to reflect any significant fluctuation in the exchange rates and you agree to pay any and all such additional charges with respect to your packages.

- If the customer is issued an Aeropost Debit Card, the card may not be used to pay for shipments received via competing companies.

The service provider operates on a COD basis (cash on delivery).Ű By accepting these terms and conditions, you agree that all charges for mail or packages will automatically be charged to the debit or credit card on file or be paid upon pickup.ŰŰAeropost International Services, Inc. and its affiliates maintain the right to hold the customer’s cargo in lieu of payment and auction it for recovery of outstanding monies.

For the use of this service, the customer agrees that the credit card information provided on the online sign up form is true and correct and authorizes Aeropost International Services, Inc. and its affiliatesŰto debit the accounts necessary for services rendered. If any information relative to the card changes, you agree to inform Aeropost International Services, Inc. and its affiliates as soon as possible so that there be no service interruption.

The service provider also reserves the right to reverse a transaction at its discretion and notify the customer of the outstanding balance if the card provided cannot cover the receivable and hold the packages pending alternate payment arrangements.

COMMUNICATION It is established and agreed that the service provider can run promotional offers and the customers agree to receive emails and other form of direct marketing notifying them of the promotions.

The service provider will also send invoices, suspension notices, cancellation notices, newsletters and other information via email and the customer agrees to accept them.

The customer reserves the right to notify the service provider in writing of its unwillingness to accept this kind of communication.

DELIVERY AND SERVICE COMMITMENT The Service Provider is committed to providing the type of destination service chosen by each individual customer on registering. Customer accepts to pay all related charges applied to the customer’s package and or mail processed at the Aeropost International Services, Inc. receiving facility.

These charges must be paid in advance of forwarding the package to the customer location abroad or within the United States. Customer agrees that if the customer chooses to pick up the package at the Aeropost facilities in Miami at the receiving facility, charges applied are the same as if the package were shipped to the final destination country.

TERMINATION This agreement can be terminated by giving thirty (30) days notice in writing. You will still be held responsible for all charges resulting from arrival of any and all mail / and or packages.Ű Aeropost International Services, Inc. and its affiliates reserves the right to revoke, alter, add to or amend any of the Terms and Conditions, in addition to any service, features, or rate without prior notice.

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NEED TO SHIP

BIG?

we cover can

your

>> Cargo

With our extensive network, we can pick up your freight anywhere in the USA directly from your supplier's door. Just leave all logistics to us. All you have to do is decide what you want to get and where you want it from. As soon as you have purchased your bulk shipment, email us an order confirmation, and we'll send for it to be picked up in the USA and delivered to your door here in the BVI. TortolaExpress Cargo can also facilitate all of your outbound cargo needs. We can send freight to anywhere in the world within just a few days. Call 284.495.0480 or e-mail cargo@tortolaexpress.com to get a quote. Rates to our most common destinations are listed to the right.

Tel 1.284.495.0480 | cargo@tortolaexpress.com www.tortolaexpress.com

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no matter how big it is