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TNT Express


2


contents Welcome

4

Our promises to you

6

Services

8

Special Services

9

UK service availability

10

International transit guide

14

Electronic services

22

Completing a consignment note

24

Volumetric weight

26

Packaging advice

28

Dangerous goods policy

30

Completing a commercial invoice

31

Understanding your invoice

32

Making a claim

34

Terms and conditions

35

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600 3


welcome

to TNT Express

When you need to get a document, parcel or pallet to one of your customers, we get the job done. Same day, next day, or simply ASAP to London, Paris, Beijing or beyond. This guide tells you all you need to know about sending shipments with TNT – from hints and tips on packaging, to ways we can help you cut through the paperwork. But first things first. Overleaf, before the essential practical information, you’ll find our promises to you. Keeping you happy is our number one priority. Keeping our promises is how we do it.

4


L O O K I N G A F T E R YO U

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600 5


promises Our

to you

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600 6


L O O K I N G A F T E R YO U

Actions speak louder than words. But when we say ‘sure we can’, we mean it. Those three words reflect the positive, purposeful way we go about our business on your behalf. That’s what sets us apart. It also underpins our promises to you. We promise a friendly voice at the end of the phone The friendly voice of a real person who knows what he or she is talking about – and who first and foremost listens to you. That’s what we promise whenever you call our UK-based customer service centres. We promise not to over-promise We can move shipments of all shapes and sizes, nationwide and worldwide, against the most challenging deadlines. It’s rare that we can’t meet your request – but we’ll never say we can do something, when we know we can’t. We promise to keep it simple We work on a simple theory. The easier we make it to use us, the more you’ll want to. That’s why we provide you with labour-saving software solutions, plus online services that are straightforward to access and use.

We promise to resolve problems promptly Sometimes, we make mistakes. Other times, for whatever reason, things go wrong. As soon as we know there’s a problem, we act. We explain exactly what steps we’ll take to rectify the situation, and we give you regular progress reports as we go through those steps. More often than not, there’s a happy ending. That’s because we go to great lengths and do our very, very best to resolve the situation to your satisfaction. We promise to listen and learn We’re good but we can always be better. We want to hear your opinions and views about us and how we perform. We listen to what you say, and use it to improve what we do. It’s continuous improvement through customer involvement. So don’t hold back – feed back. We promise we know what planet we’re on

We have systems and processes. But we also have flexible and experienced people with a willing attitude and a must-get-through approach, who deliver the solution you need.

We’re a transport company. We recognise that we are part of the problem of carbon emissions and climate change, so we must be part of the solution. Our target is to become the world’s first carbon neutral transport company, and that’s why we invest so much time, money and effort in alternative fuels, electric vehicles, green offices and depots, and generally working cleaner.

We promise our drivers will do you proud

We promise to keep our promises

We promise you flexibility

Professional and presentable, courteous and careful. That’s the impression our drivers will leave you with. Just as important – if not more so – it’s exactly the same when they deliver on your behalf to your customers. We promise to look after you Whether you send lots or just a little with us, you have a named account manager to look after you. They will get to know you, your business and what you expect from us. They will also talk straight, sort things out and look after your interests with the right solutions at the best value. 7


services

to suit your needs

National

International

Time-critical Services Immediate collection and delivery the same day – available 24/7/365.

Time-critical Services A range of international time-critical solutions that offer the fastest possible route for deliveries overseas – available 24/7/365.

9:00 Express Guaranteed next morning delivery before 9am of the next working day. 10:00 Express Guaranteed next morning delivery before 10am of the next working day. 12:00 Express Guaranteed delivery for the morning of the next working day. Express Guaranteed delivery before close of business on the next or earliest possible working day.

9:00 Express Guaranteed next morning delivery before 9am to major cities in over 40 countries. 10:00 Express Guaranteed next morning delivery before 10am to major cities in over 60 countries. 12:00 Express Guaranteed next morning delivery to major cities in over 60 countries. Express Guaranteed next day delivery to most of Europe, and fastest possible services to the rest of the world. 12:00 Economy Express Day-definite delivery before noon for less urgent shipments, offering economical delivery to EU countries (2-4 days depending on destination) and the rest of Europe (2-6 days). Economy Express Day-definite scheduled delivery to Europe and the rest of the world. Import Service For delivery into the UK, including customs clearance and billing in £ sterling to recipient.

8


special Delivering

solutions

OUR SERVICES

Special Services

Time-critical Services When time is not on your side, immediate collection and delivery is one of our specialities. A range of national and international time-critical solutions that offer the fastest possible route for deliveries within the UK and overseas – available 24/7/365. • National on-demand delivery • International on-demand delivery • ‘Scheduled’ same day service • Dedicated vehicles

Freight Services We offer extensive import and export expertise in over 200 countries worldwide and give you the flexibility of a range of worldwide freight services to meet your needs. Ideal for less time-sensitive imports and exports to and from Europe, our Road Freight Groupage service is a convenient and reliable way of keeping your delivery costs down.

Special Handling Services Industry-specific and specialist transport solutions for shipments that require special handling by trained, experienced staff. • Special Handling Projects • Fulfilment Services • Field Service Express

• Airfreight • Roadfreight • Seafreight

9


availability UK service

9:00 Express

10:00 Express

12:00 Express

Monday – Friday

Monday – Friday

Monday – Friday

Channel Islands

England Service available to all postcodes excluding: TR1-93, EX23, PL10-15, PL17-18, PL22-35 Wales Service available to all postcodes excluding: LD, SA19-80, LL23-25, LL28-78, NP8, SY15-20, SY23-SY99 Scotland & Scottish Isles Service available to all postcodes excluding the Scottish Isles and the following areas: AB23, AB30-99, IV, KW1-14, PA21-40, PH19-40, PH41 Sector 4 & PH49-50 Northern Ireland Service available to all postcodes excluding: BT16-94 Isle of Wight Service not available Isle of Man Service not available Channel Islands and Isles of Scilly Service not available

10

Channel Islands

England Service available to all postcodes excluding: TR1-93, EX23, PL10-15, PL17-18, PL22-35 Wales Service available to all postcodes excluding: LD1-2, LD3 Sector 3, LD4-6, LD7 Sector 9, LL23-25, LL29 Sectors 0-6, LL35-55, LL58-78, SA19-20, SA32-33, SA35-48, SA61 Sector 9, SY15, SY16 Sector 3, SY16 Sector 4, SY17-20 & SY23-25 Scotland & Scottish Isles Service available to all postcodes excluding the Scottish Isles and the following areas: AB23, AB30-99, IV, KW1-14, PA21-40, PH19-40, PH41 Sector 4 & PH49-50 Northern Ireland Service available to all postcodes excluding: BT21-22, BT24-25, BT30-35, BT44-61 & BT68-94 Isle of Wight Service not available Isle of Man Service not available Channel Islands and Isles of Scilly Service not available

Channel Islands

England Service available to all postcodes Wales Service available to all postcodes Scotland & Scottish Isles Service available to all postcodes excluding the Scottish Isles and the following areas: AB23, AB30-99, IV, KW1-14, PA21-40, PH19-40, PH41 Sector 4 & PH49-50 Northern Ireland Service available to all postcodes Isle of Wight Service available to all postcodes Isle of Man Service not available Channel Islands and Isles of Scilly Service not available


To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600

Express

M

Monday delivery For Saturday collections

OUR SERVICES

Monday – Friday

UK service availability l SERVICE GUARANTEED l SERVICE NOT GUARANTEED

Channel Islands

England Service available to all postcodes Wales Service available to all postcodes Scotland & Scottish Isles Service available to all postcodes excluding the Scottish Isles and the following areas: IV, KW1-14, PA34, PA37-39, PH19-40, PH41 Sector 4 & PH49-50 Northern Ireland Service available to all postcodes Isle of Wight Service available to all postcodes Isle of Man Service to the Isle of Man is two days guaranteed Channel Islands Service to the Channel Islands is two days guaranteed Isles of Scilly For services to the Isles of Scilly please contact Customer Services on 0800 100 600

Channel Islands

Consignments collected on the day before a public or bank holiday will be delivered on the next working day after the holiday.

England Normal weekday Express delivery services apply Wales Normal weekday Express delivery services apply Scotland & Scottish Isles Normal weekday Express delivery services apply excluding the Scottish Isles and the following areas: IV, KW1-14, PA34, PA37-39, PH19-40, PH41 Sector 4 & PH49-50. Northern Ireland, Isle of Man & Channel Islands Service not available. Delivery will be made on the second working day after the Saturday of collection Isle of Wight Service not available. Delivery will be made on the second working day after the Saturday of collection Isles of Scilly For services to the Isles of Scilly please contact Customer Services on 0800 100 600

11


availability UK service

S

Saturday delivery For Friday collections

S

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600

Saturday collection For Monday delivery

UK service availability l SERVICE GUARANTEED l SERVICE NOT GUARANTEED

Channel Islands

England Normal weekday Express delivery services apply Wales Normal weekday Express delivery services apply Scotland & Scottish Isles Service available to all postcodes excluding the Scottish Isles and the following areas: AB23, AB30-99, IV, KW1-14, PA21-40, PH19-40, PH41 Sector 4 & PH49-50 Northern Ireland Normal weekday Express delivery services apply Isle of Wight Service not available Isle of Man Service not available Channel Islands and Isles of Scilly Service not available

12

Channel Islands

Consignments collected on the day before a public or bank holiday will be delivered on the next working day after the holiday.

England Service available from all postcodes excluding: DG1-16, EX23, LN11-13, NE19, NE48, NE61, NE65-71, PE20-25, PL10-15, PL17-18, PL22-35, TD1-15, TR1-27, YO60-62, YO11-22 & YO25 Wales Service available from all postcodes excluding: LL28, LL30-78, SA18-20, SA31-73, SY10 & SY15-25 Scotland & Scottish Isles Service available from all postcodes excluding: AB, IV, KW, EH38, EH43-45, PA20-40, PH15-41 & PH49-50 Northern Ireland Service available from all postcodes but Monday delivery service is not available Isle of Wight Service not available Isle of Man Service not available Channel Islands and Isles of Scilly Service not available


highlands Scottish

delivery and collection

OUR SERVICES

Scottish Highlands delivery zone

The following postcodes are classified as the Scottish Highlands for billing purposes: • IV – all postcodes • KW1-14 • PA34, PA37-39 • PH19- 40, PH49-50 • PH41 Sector 4 Above is a map highlighting these postcode areas. Scottish collections For a collection in the following Scottish postcodes 24 hours’ notice is required: HS, IV3-99, KA27-28, KW, PA20, PA41-88, PH19-41, ZE

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600 13


guide

International transit

KEY

Near EU

NEAR EU Destination

Express (days)

1

Economy Express (days)

Express (days)

Economy Express (days)

1-2

2-5

Far EU

2

Express Services Transit time (days)

Non Declarable

Declarable

9:00 Express

European Islands

Express (days)

Economy Express (days)

1-3

2-5

Express (days)

Rest of Europe

Economy Express Services

2-9

Express Import

10:00 Express

12:00 Express l

l

2

l

l

l

Express

Transit time 12:00 Economy (days) Express

1-5

Economy Express (days)

Economy Express

Belgium

1

1

l

l

France

1

1

l

l

l

l

2

l

l

l

Germany

1

1

l

l

l

l

2

l

l

l

Ireland

1

1

l

l

l

l

2

l

l

l

Luxembourg

1

1

l

l

l

l

2

l

l

l

Netherlands

1

1

l

l

l

l

2

l

l

l

FAR EU Destination

Express Services Transit time (days)

Non Declarable

Declarable

Economy Express Services

10:00 Express

12:00 Express

l

3

l

l

2-3

l

l

l

l

l

Express

Transit time 12:00 Economy (days) Express

Express Import

9:00 Express

Economy Express

Andorra

2

2

Austria

1

1

l

Bulgaria

1

1

l

5

Czech Republic

1

1

l

l

l

l

3

l

l

l

Denmark

1

1

l

l

l

l

2

l

l

l

Estonia

1

1

l

l

4

l

l

l

Finland

1

1

l

l

3

l

l

l

Greece

1

1

l

l

4

l

l

l

Hungary

1

1

l

l

3

l

l

l

Italy

1

1

l

l

l

l

2-3

l

l

l

Latvia

1

1

l

l

l

l

4

l

l

l

Lithuania

1

1

l

l

4

l

l

l

Monaco

1

1

l

2-3

l

l

Poland

1

1

l

l

l

l

3

l

l

l

Portugal

1

1

l

l

l

l

3

l

l

l

Romania

1

1

l

l

4

l

l

l

Slovakia

1

1

l

l

l

3

l

l

l

Slovenia

1

1

l

4

l

l

Spain

1

1

l

l

l

l

2

l

l

l

Sweden

1

1

l

l

l

l

3

l

l

l

14

l

l

l


Important Information This guide outlines approximate delivery times and services available to destinations worldwide. Various factors such as local restrictions, time of collection and customs clearance, can and do affect delivery timings (shown here in working days).

Each country has a day-specific transit time, please visit www.tnt.co.uk or freefone 0800 100 600 for details

This information is correct at time of going to press, but you are advised to always check the latest transit guide information which is available online at www.tnt.co.uk Alternatively, please call Customer Services on 0800 100 600.

Destination

Express Services

Transit time (days)

Non Declarable

Declarable

9:00 Express

Cyprus†

2

2

l

Gibraltar

1

2-3

10:00 Express

Economy Express Services Express

l

l

5

l

l

l

l

4

l

l

Transit time 12:00 Economy (days) Express

Economy Express

Express Import

12:00 Express

Iceland

1

1

l

2

l

l

Malta

1

1

l

l

4

l

l

l

OUR SERVICES

EUROPEAN ISLANDS

† Imports from Southern Cyprus only

REST OF EUROPE Destination

Express Services

Transit time (days)

Non Declarable

Declarable

Economy Express Services

9:00 Express

10:00 Express

12:00 Express

Express

Transit time 12:00 Economy (days) Express

Economy Express

Express Import

Albania

1

3

l

5-6

l

l

Belarus

2

3

l

5

l

l

Bosnia Herzegovina

2

3

l

7

l

l

Canary Islands

2

2-3

l

6

l

l

Croatia

2

3

l

5

l

l

Faroe Islands

5

5

l

7

l

Greenland

5

5

l

5

l

Kosovo

2

3

l

5

l

l

Liechtenstein

1

1

l

2

l

l

Macedonia

2

3

l

4-6

l

l

Moldova

2

3

l

5-7

l

l

Montenegro

2

2-4

l

5

l

l

Norway

1

1

l

l

l

2-3

l

l

l

l

Russian Federation

1-2

2-3

l

5-6

l

l

San Marino

1

1

l

4

l

l

Serbia

1

2

l

5

l

l

Switzerland

1

1

l

l

l

l

2

l

l

l

Turkey

1-2

1-2

l

l

7-9

l

l

l

Ukraine

2

3

l

5-6

l

l

15


guide

International transit

CHINA / SE ASIA Destination

Express Services

Transit time (days)

Non Declarable

Declarable

9:00 Express

10:00 Express

Economy Express Services 12:00 Express

Express

Transit time 12:00 Economy (days) Express

Express Import

Economy Express

Bangladesh

3-4

4

l

l

l

l

6

l

l

Cambodia

3-4

4

l

l

l

l

5

l

l

China

2-3

3-4

l

l

l

l

4-5

l

l

Hong Kong

2

2

l

l

l

l

4

l

l

India

2

3

l

l

l

l

5

l

l

Lao People’s Democratic Republic

3-4

4-5

l

6

l

Malaysia

2-3

3-4

l

Myanmar

3

4

Nepal

3

3-5

l

North Korea

5-7

6-8

Pakistan

2-3

3-4

l

Singapore

2

2

l

South Korea

2

2

l

Thailand

2-3

3

l

Vietnam

3

3

l

l

5-6

l

l

l

6

l

l

l

l

5-7

l

l

l

8-9

l

l

l

l

5-6

l

l

l

l

l

5

l

l

l

l

l

5

l

l

l

l

l

4-5

l

l

l

l

5

l

l

l

l

KEY China/SE Asia

16

Express (days)

2-8

Economy Express (days)

4-9

Express (days)

Rest of World

1-7

Economy Express (days)

2-9


Each country has a day-specific transit time, please visit www.tnt.co.uk or freefone 0800 100 600 for details

Express Services

Transit time (days)

Economy Express Services

9:00 Express

10:00 Express

12:00 Express

Transit time 12:00 Economy (days) Express

Economy Express

Express Import

Destination

Non Declarable

Afghanistan

3

3

l

5

l

l

Algeria

2

3

l

5

l

American Samoa

3-5

4-6

l

6

l

Angola

2-6

3-6

l

5-8

l

l

Anguilla

2-3

3-4

l

5

l

Antigua & Barbuda

2

2

l

2

l

– l

Declarable

Express

Argentina

2

3-4

l

l

6-7

l

Armenia

2

3

l

5

l

l

Aruba

2-3

3-4

l

5-6

l

Australia

2-3

3

l

l

l

l

5-6

l

l

Azerbaijan

2

3

l

5

l

l

Bahamas

2

2-3

l

4-5

l

Bahrain

1-2

1-2

l

l

l

l

3

l

l

Barbados

2-3

3-4

l

5

l

Belize

2-3

4

l

6

l

Benin

2-3

4

l

6

l

l

Bermuda

2

2

l

4-5

l

Bhutan

3-4

4

l

6

l

l

Bolivia

2-3

3-4

l

5-6

l

l

Botswana

2-3

3

l

5-6

l

l

Brazil

1-2

2-3

l

l

5-6

l

l

Brunei

2-3

3-4

l

5-6

l

l

Burkina Faso

2-3

3-4

l

5-6

l

l

Burundi

3-4

4-5

l

5

l

l

Cameroon

2-3

3-4

l

5-6

l

l

Canada

1-2

2

l

l

5-6

l

l

Cape Verde

3-4

4-6

l

7

l

Cayman Islands

2

3-4

l

5-6

l

Central African Republic

2-4

3-5

l

5-7

l

l

Chad

2

3

l

5-6

l

l

Chile

2

3

l

l

l

6

l

l

l

OUR SERVICES

REST OF WORLD

17


guide

International transit

REST OF WORLD Destination

Express Services

Transit time (days)

Non Declarable

Declarable

Economy Express Services

9:00 Express

10:00 Express

12:00 Express

Express

Transit time 12:00 Economy (days) Express

Economy Express

Express Import

Christmas Island

5

6

l

7

l

Colombia

2

2

l

6-7

l

– l

Congo, Democratic 4 Republic of

4

l

l

6

l

l

Cook Islands

3

4

l

4

l

Costa Rica

2

2

l

5-6

l

l

Cuba

2-5

4-6

l

6

l

Djibouti

2-3

3-4

l

5

l

l

Dominica

3

3

l

3

l

– –

Dominican Republic 2-3

3

l

5

l

Ecuador

2-3

3-4

l

5-6

l

l

Egypt

2

2

l

l

l

4

l

l

El Salvador

3

4

l

6-7

l

l

Equatorial Guinea

4

4

l

6

l

l

Eritrea

2-3

3-4

l

5-6

l

Ethiopia

2-3

3

l

5

l

l

Fiji Islands

3-4

4-5

l

8-9

l

l

French Guyana

3-4

3-4

l

6

l

l

French Polynesia

4

5

l

5

l

l

Gabon

2

3

l

5

l

l

Gambia

4

5

l

6

l

l

Georgia

2

2

l

4

l

l

Ghana

2

3

l

l

l

3

l

l

Grenada

2-3

3

l

4

l

Guadeloupe

2-3

3

l

5

l

l

Guam

4

4

l

l

4

l

l

Guatemala

2

3

l

6

l

l

Guinea

2

3

l

5

l

l

Guyana

3-4

4-5

l

6-7

l

Haiti

2-3

3-4

l

5-6

l

l

Honduras

2-3

3-4

l

l

5-6

l

l

Indonesia

2-3

3

l

l

l

l

5-6

l

l

Iran

2-3

3-4

l

l

l

l

4

l

l

18

l

l


Each country has a day-specific transit time, please visit www.tnt.co.uk or freefone 0800 100 600 for details

Destination

Express Services

Transit time (days)

Non Declarable

Declarable

Economy Express Services

9:00 Express

10:00 Express

12:00 Express

Express

Transit time 12:00 Economy (days) Express

Economy Express

Express Import

Iraq

2-3

3-4

l

5

l

l

Israel

1-2

2-3

l

5

l

l

Ivory Coast

2

3

l

5

l

l

Jamaica

2-3

3-4

l

5-6

l

Japan

2

2-3

l

l

l

l

5

l

l

Jordan

2

2

l

l

l

l

5

l

l

Kazakhstan

3

3

l

5

l

l

Kenya

2

3

l

3

l

l

Kiribati

5

6

l

6

l

Kuwait

2

2

l

l

l

l

4

l

l

Kyrgyzstan

3-5

4-5

l

6

l

l

Lebanon

2

2

l

5

l

l

Lesotho

2-4

3-4

l

5-6

l

l

Liberia

2-3

3-4

l

5-6

l

l

Libya

3

3

l

l

5-6

l

l

Macau

3

3-4

l

5

l

l

l

Madagascar

3

3

l

6

l

l

Malawi

3-4

4

l

5

l

l

Maldives

4

4

l

5

l

l

Mali

2

3

l

5

l

l

Marshall Island

4-5

5-6

l

7-8

l

l

Martinique

2-3

3

l

5

l

l

Mauritania

2

3

l

5

l

l

Mauritius

3

3

l

l

l

l

5

l

l

Mayotte

4

4

l

l

l

5

l

l

Mexico

2

3

l

l

5

l

l

Micronesia Islands

3-5

4-6

l

6-8

l

l

Mongolia

4

4

l

5

l

l

Montserrat

2-3

3

l

3

l

– l

Morocco

2

2

l

5

l

Mozambique

3

4

l

5

l

l

Namibia

3

3-4

l

l

l

5-6

l

l

Nauru

4

6

l

6

l

OUR SERVICES

REST OF WORLD

19


guide

International transit

REST OF WORLD Destination

Express Services

Transit time (days)

Non Declarable

Declarable

Economy Express Services

9:00 Express

10:00 Express

12:00 Express

Express

Transit time 12:00 Economy (days) Express

Economy Express

Netherlands Antilles 2-3

3

l

5-6

l

New Caledonia

4

5

l

5

l

l

New Zealand

3-4

3-4

l

l

l

5-6

l

l

Nicaragua

3

4

l

5

l

l

Niger

2-4

3-5

l

6

l

l

Nigeria

2

2-3

l

l

l

4-5

l

l

Norfolk Island

5

6

l

6

l

Northern Mariana Islands

4

3

l

l

7

l

l

Oman

2-3

3

l

l

l

4

l

l

Palau

6

7

l

7

l

l

Palestine State

3

l

Panama

2

3

l

6

l

l

Papua New Guinea

4

5

l

6

l

– l

l

l

l

Express Import l

Paraguay

3

4

l

6

l

Peru

2

3-4

l

6-7

l

l

Philippines

2

3

l

5

l

l

Puerto Rico

2

3

l

l

5

l

Qatar

2

2

l

l

l

4

l

l

Reunion Island

3

3

l

5

l

l

Rwanda

3

3

l

3

l

l

Samoa

l

5

6

l

6

l

Sao Tome & Principe 7

7

l

8

l

Saudi Arabia

2-3

3

l

l

l

4

l

l

Senegal

2

3

l

5

l

l

Seychelles

3-5

4-6

l

5

l

l

Sierra Leone

3-5

4-6

l

6

l

l

Solomon Islands

5-6

6-7

l

8-9

l

Somalia

7

7

l

7

l

South Africa

1-2

2

l

l

l

l

4

l

l

Sri Lanka

2-4

2-4

l

l

l

l

5

l

l

St Kitts & Nevis

2-3

3-4

l

4

l

St Lucia

2-3

3-4

l

4

l

20

l


Each country has a day-specific transit time, please visit www.tnt.co.uk or freefone 0800 100 600 for details

Destination

Express Services

Transit time (days)

Non Declarable

Declarable

Economy Express Services

9:00 Express

10:00 Express

12:00 Express

Express

Transit time 12:00 Economy (days) Express

Economy Express

Express Import

St Pierre & Miquelon 4

4

l

7

l

St Vincent

2-3

3

l

4

l

Sudan

2-3

2-3

l

4-5

l

l

Surinam

5

5

l

6-9

l

Swaziland

2-3

3-4

l

5-6

l

l

Syria

2

3

l

5

l

l

Tahiti

3-6

4-7

l

Taiwan

2-3

3

l

l

l

l

5

l

l

Tajikistan

3-5

4-5

l

6-7

l

Tanzania

2

3

l

3

l

l

Timor-L’Este

5

9

l

9

l

Togo

2

3

l

5

l

l

Tonga

4

4

l

6

l

Trinidad & Tobago

3

4

l

6

l

l

Tunisia

2

2

l

4

l

Turkmenistan

2-3

3-4

l

Turks & Caicos Islands 3-4

4-5

l

6-7

l

Tuvala

7

l

7

l

– l

7

United Arab Emirates 1-2

2

l

l

l

l

4

l

Uganda

3

4

l

4

l

l

United States

1-2

2-3

l

l

l

l

3-6

l

l

Uruguay

2-3

3-4

l

5-6

l

l

Uzbekistan

2-4

3-5

l

5

l

Vanatu

2-4

5-6

l

6

l

Venezuela

2

2

l

5

l

l

Virgin Islands British 4

5

l

5

l

Virgin Islands US

4

5

l

9

l

Yemen

3

3

l

7-8

l

l

Zambia

2-3

3-4

l

5-6

l

l

Zimbabwe

1-2

2-3

l

4

l

l

OUR SERVICES

REST OF WORLD

21


electronic services for added efficiency

Our electronic ser vices are all designed to make your life easier and your despatching more efficient, from creating consignment documentation to finding out exactly where your deliver y is during transit. Streamlining despatch myTNT myTNT will cut administration by saving your key details, settings and addresses, giving you a head start every time you log in. As well as increasing efficiency, myTNT also allows you to book collections, prepare and print shipping documentation, track your consignment and notify your customers about when they can expect their delivery. Learn more about myTNT at www.tnt.co.uk

ExpressManager will improve your shipping efficiency, allowing for price checking, automatic creation of consignment labels and notes, setting of delivery parameters for multiple location despatch, multi-user access and up-to-the-minute tracking through a single, easy-to-use interface.

WAP Track your delivery while you’re on the move through any WAP-enabled mobile phone.

Learn more about ExpressManager at www.tnt.co.uk

SMS Text Receive real-time updates on your consignment’s status directly to your mobile phone.

Tracking your shipment With our range of desktop and remote electronic tracking options, keeping an eye on your consignment’s status couldn’t be easier.

ExpressShipper ExpressShipper is specifically designed for customers with low- to medium-frequency shipping requirements. The free, easy-touse software allows you to efficiently book collections, produce consignment documents, track consignments and access your despatch history direct from your desktop.

Internet Visit www.tnt.co.uk with your consignment note number or reference details and receive up-to-the minute information on your delivery.

Learn more about ExpressShipper and download the software for free at www.tnt.co.uk

Email Receive proof of delivery updates direct to your desktop via email.

ExpressManager Allowing you to run your entire despatch process from your desktop, our ExpressManager software has been developed for customers with highfrequency shipping needs.

Telephone Get quick and easy access to your consignment’s delivery data through our 24-hour telephone service.

22

PDA Get access to all of our internet tracking services remotely through your PDA.

Arranging re-delivery In the event of the recipient of a delivery being out when we call, our smart, online re-delivery service gives a range of choices: • Re-delivery • Collection from our local depot • Delivery to an alternative address • Re-delivery with the item being left in the recipient’s absence For further details on our re-delivery service, visit www.tnt.co.uk or freefone 0800 100 600


OUR SERVICES

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600 23


consignment Completing your

notes

National

Every parcel that you send needs to be accompanied by a consignment note containing all the delivery details. If you prefer, you can complete this online at www.tnt.co.uk and print it off direct from your computer. Or call us on freefone 0800 100 600 and we’ll send you a supply of consignment notes. The following examples show you the details that need to be included. 1

Please write the TNT account number of the sender in this box.

2

Write in the “Customer Reference” box information you would like to appear on the invoice – this will also facilitate tracking.

3

Please enter your full name, address, postal/zip code, phone number and contact name.

4

Enter the receiver’s name, address, postal/zip code and phone number (P. O. Box numbers not accepted in this section).

5

Tick one box to indicate the service level you require. If uncompleted, standard Express service will be provided.

6

Tick here to indicate use of Saturday service available only within the UK.

7

IMPORTANT: Tick box if enhanced liability cover is required.

1 2 5

6

3 7

4 9 8 10

11

To arrange a collection and for all other enquiries please visit www.tnt.co.uk or freefone 0800 100 600. Please remember when calling to arrange a collection to have all of your information available to hand. 24


International

9

Indicate whether or not the goods are of a dangerous nature, please put a tick in the appropriate box. If goods are deemed dangerous, please call customer services on freefone 0800 100 600 for advice. The UN Number must be included for all dangerous goods. Please refer to page 26 for more information. The carriage of dangerous goods through the TNT network is a non-guaranteed service apart from dangerous goods in limited quantities.

1 2 3 5

7

4

pre - delivery

8

Enter nature of shipment. • Full description of goods (note references on the parcels) • The number of items • Gross weight in kilos • Dimensions of the consignment (L x W x H cms) • Total number of items and weight

10

Please sign and print your name at the bottom of the consignment note in the space provided.

11

To be completed by TNT.

9

8 10

11

To arrange a collection and for all other enquiries please visit www.tnt.co.uk or freefone 0800 100 600. Please remember when calling to arrange a collection to have all of your information available to hand. 25


volumetric

Calculating

weight

Large, lightweight packages are charged at their volumetric weight. That means for the space they occupy rather than their weight. To calculate the volume in metres, multiply length by width by height. Then multiply this figure by the relevant conversion factor in the table opposite.

Height 0.4m

Height 0.3m

Width 0.4m

Diameter 0.3m

Length 0.9m

Box

For example, to calculate the volumetric weight of a shipment sent within the UK using the dimensions shown in the illustration you would multiply:

Cylinder 0.9m 0.4m 0.3m

0.108

0.036

X

250

X

250

X

Length Width Height

(conversion factor – see below)

volumetric weight equals

27.0 kg

X

Diameter 0.3m Height 0.4m Diameter 0.3m

(conversion factor – see below)

volumetric weight equals

Service

Conversion Factor

National Express

Multiply by 250

International Express 9:00 Express 10:00 Express 12:00 Express Express

Multiply by 200

Economy Express 12:00 Economy Express (Europe & Intercontinental)

26

Multiply by 250

9 kg


Size and weight restrictions Express consignments (including next day and timed options) collected on Friday will be delivered on Monday unless Saturday Service is requested.

National Piece (not palletised) Weight Dims

All freight for the Channel Islands must be accompanied by a commercial invoice displaying the item’s contents, weight and commercial value. Dangerous goods may be carried subject to agreement and by prior arrangement with your local TNT depot. Please note delivery of any dangerous or hazardous goods is non-guaranteed. All deliveries to and from Isle of Man, Isle of Wight, Channel Islands, Scottish Isles and Northern Ireland are subject to the availability of cross-water transportation.

70 kg 1,000 kg

Max Con Weight

2,000 kg

2,000 kg

L x W x H (m) *

3.6 x 1.8 x 2.1

3.6 x 1.8 x 2.1

TNT Express cannot guarantee on-time delivery to private addresses or to organisations that operate a booking in procedure.

9:00 Express

Piece (palletised) Max Con Weight L x W x H (m)

Outside Europe

Weight Dims

Express

70 kg

Piece (not palletised)

Dims

12:00 Express

1,000 kg

Within Europe

Weight

10:00 Express

Piece (palletised)

Piece (not palletised)

Home Delivery & Booking In

9:00 Express

10:00 Express

12:00 Express

Express

Economy Express

N/A

12:00 Economy Express

Economy Express †

30 kg

70 kg

70 kg

70 kg

500 kg

500 kg

1,000 kg

210 kg

500 kg

500 kg

7,000 kg

1.2 x 1.2 x 1.5

1.2 x 1.2 x 1.5

1.2 x 1.2 x 1.5

1.2 x 1.2 x 1.8

9:00 Express

10:00 Express

12:00 Express

Express

30 kg

30 kg

Piece (palletised)

Max Con Weight

210 kg

500 kg

1.0 x 0.6 x 0.7

1.0 x 0.6 x 0.7

L x W x H (m)

12:00 Economy Express

12:00 Economy Express

Economy Express † 70 kg

N/A

500 kg 1,000 kg 1.8 x 1.2 x 1.5

Some countries operate specific weight and dimension restrictions. For the latest information please call Customer Services on 0800 100 600. * Northern Ireland dimensions for Next Day guaranteed items are: 2.0 x 1.5 x 1.5, otherwise stated dimensions apply for non-guaranteed items. † Certain destinations are restricted to 30 kg maximum. Please refer to TNT Customer Services for exact requirement by country. A minimum weight charge of 300 kg should be applied to any standard Europallets.

pre - delivery

The following conditions apply when sending consignments:

Non-standard sized items Non-conveyable Non-conveyable shipments are items which weigh less than 30 kgs (actual), are non-palletised or cannot be handled in our network via our automated conveyor systems if: • One or more of the dimensions exceeds 1.2m x 0.7m x 0.6m (L x W x H) • Items packaged or unpackaged which are tubular or cylindrical that cannot sit or remain flat on the conveyor system and need to be manually handled • Liquids in drums or bottles that, when transported via the conveyors, would be unstable and risk falling off, causing damage to the shipment, other customers’ shipments and/or injury to employees

Exceeds dimensions Shipments that exceed dimensions are items that weigh 30 kgs or more (actual/dead), which under normal circumstances would be transported on ‘standard’ dimensional pallets (for example euro-pallets) but cannot for the reasons stated below: • Weight and/or dimensions exceed TNT’s maximum dimensions and weights • The dimensions for International Express services within Europe exceed 1.2m x 1.2m x 1.5m (L x W x H) • Items packaged or un-packaged which are tubular or cylindrical shapes that cannot be palletised and require handling with mechanical aids and/or more than one person • Items between 30 kgs and 70 kgs which are not palletised and require more than one person or mechanical aids to be used to handle the item safely

These items may be subject to additional charges – please refer to your rate agreement for specific details.

27


advice

Giving you useful packaging

Labelling

3

7 28

3DO 3 3 3 3 3 3 3 3 3

Make address labels clearly legible Place labels on the top of the parcel Ensure label is securely affixed to the package Include the recipient’s postcode Include the recipient’s phone number where possible Remove all old address labels Ensure the barcode is placed flat Include a return address Include a duplicate label inside the package (this will help us to locate your item in the unlikely event of damage to the outer packaging)

7 Don’t 7 7 7 7 7

Place tape or shrink wrap over labels Put a P. O. Box number on the label Cover the barcode or routing label in any way Stick labels onto non-stick materials Place labels over the corner of boxes


Packaging 3 3 3 3 3 3 3 3 3 3 3 3 3 3

7

Use TNT self-sealing, security, plastic satchels for small items Protect delicate items such as discs and CDs with additional protection Wrap multiple items separately Ensure the box/packaging used is suitable for the weight of the contents Mark any parcels over 25 kilos as ‘Heavy’ Ensure heavy items have additional support or cushioning Pack irregular shapes with added protection Ensure metal objects are packaged and wrapped with extra care to prevent injury to our staff and damage to other customers’ goods Ensure highly finished items are well padded for protection Ensure fragile items are well wrapped and packed as far away from the edges as possible Place documents in sturdy envelopes Ensure items that could come into contact in transit have protection between them within the box Stack pallets evenly, and secure with shrink wrapping, strapping or banding Use high-quality adhesive parcel tape to seal parcels

7 Don’t 7 7 7 7 7 7 7 7 7

Loosely pack breakable items with non-breakables Leave sharp, metal edges exposed Use flimsy boxes for heavy objects Leave boxes unsealed without tape Allow boxes to overhang on pallets Stack pallets in a pyramid Interlock or brick boxes on pallets Send engines unless they are crated and drained of oil and other liquids Send paint or thinners without being packed in cartons that meet regulations

29

pre - delivery

3

3DO


safely delivering

Dangerous goods policy

your dangerous goods

Forbidden Dangerous Goods by Road All goods of Transport Category 0 All goods of Transport Category 1 All goods showing the Class Labels opposite, apart from specific exceptions

(Apart from Class 1.4S)

(Only accepted if on Approved List)

Dangerous Goods by Air UK domestic consignments are forbidden for all categories

Accepted Dangerous Goods by Road, Air & Sea Apart from specific exceptions all goods are accepted provided they show the Class Labels opposite and the volumes below are not exceeded. Customers must also be on the TNT Dangerous Goods Approved Lists. Please note 1 Lithium batteries are acceptable within the TNT Road and Air Network. 2 Wet batteries, UN 2794 and 2795 are only accepted for transport by road and sea providing they comply with the requirements of Special Provision 598 (ADR) and are accompanied by a dangerous goods note for the sea crossing.

For further clarification on this policy please contact your local TNT Depot Dangerous Goods Specialist or the TNT Health, Safety & Environmental Team on 01827 715371. TNT’s Policy is more restrictive than the Law. Biological Substances Cat B are accepted on the road and air network provided the consignment is contained within approved packaging P650.

30

Accepted volumes by Road, Air & Sea Transport Category 2 & 3 100 litres/kgs per consignment 300 litres/kgs maximum load Transport Category 4 No restrictions

Limited quantity substances will be accepted providing they fall within the scope of TNT’s Dangerous Goods Policy. Transport of dangerous goods outside the TNT Network can be arranged via TNT Special Services for UK and International consignments.


commercial Completing your

invoices

1

For declarable shipments being sent outside the European Union you must include a commercial invoice(s) to comply with worldwide customs regulations. The illustration opposite shows the information you should include.

2

3

4

4 5

8 6

7

Information to be included on a commercial invoice

2

Sender’s name and address.

3

Receiver’s name and address.

4

Date of invoice.

5

Invoice number.

6

Full description of each item of goods supplied (catalogue and part numbers are not sufficient to describe the goods) to enable correct Customs Tariff Classification.

7

Country of origin (i.e. where manufactured) of each type of goods being supplied.

8

Please include this information (if known) – also referred to as a ‘commodity code’. In the absence of a Tariff being provided, a

12

16 15

full and accurate description of goods MUST be supplied. 9

The Customs Procedure Code identifies the nature of the movement of the goods. The CPC describes the purpose of the shipment and informs Customs about the Duty to be paid.

10

Quantity of each item of goods supplied.

11

Clearly state currency in which the value of goods is expressed.

12

Total value of all goods covered by the invoice.

13

International Standard trade definitions – clarifies for all parties the rights and obligations of all involved to the contract of sale with respect to delivery of goods sold.

14

Gross weight (i.e. including packaging), net weight (i.e. excluding packaging) and number of items.

15

The following statement must appear “I declare all of the information to be true to the best of my knowledge”.

16

The invoice must be signed and dated.

pre - delivery

The word “invoice” (“Proforma” invoices are only acceptable in certain circumstances).

11

14

13

1

10 9

For points 14-16 full terms are available via www.hmrc.gov.uk

The provision of a signed Commercial Invoice is essential for Customs clearance. Customs requirements may vary on a country basis and change without notice. If any aspect of the Commercial Invoice requirements is unclear, please contact Customer Services on freefone 0800 100 600.

31


invoices

Helping you understand your

Your invoice has been designed to be easy to read.These pages show illustrations of sample invoices to help you understand the type of information you will find on your actual invoice.

UK invoice INVOICE M001/000002/001*

For any questions regarding this invoice, please contact the following

404/0002

Invoice Enquiry: Contact Person: Tel: Fax:

1

Invoice No.

Account Code

3539420

0450118819

2 DATE

Ledger Account

Date

0450118819

23/11/07

3

M REF

3

CONSIGNEE YOUR REFERENCE

59536

045

FREIGHT CHARGE

EXPRESS 1 UK MAINLAND CARTON

22/11/07 10:00 EXPRESS I UK MAINLAND CARTON VODAPHONE

5

STIRLING IAN PIKE

6

BERMUDA PARK SANDRA HOGG

SUB TOTALS FOR TNT EXPRESS SUBJECT TO VAT NON VATABLE

7

1

393987140

BT

393981401

8

9

1 1

11

12

0.82 0.80

14

Payable To: TNT UK Limited P.O. Box 4 Ramsbottom, Bury, Lancs, BL8 9AR VAT REG. No. G.B. 354 7150 57

All goods carried subject to the conditions of carriage applicable to the service requested.

TOTAL SUBJECT TO VAT15

21.62

TOTAL NON VATABLE

00.00

VAT 17.5% INVOICE TOTAL

SERVICE CODES USED IN THIS INVOICE

BT=BEFORE 10:00 F=FLAT RATE @=CHECK WEIGHED

THIS INVOICE IS PAYABLE BY:

17

INVOICE NUMBER LEDGER ACCOUNT INVOICE TOTAL

POST CODE:

32

Date of invoice.

5

Date of collection.

6

Name of company delivered to.

7

City / town of delivery.

8

Code ref. of TNT service level: e.g. 1 = Express delivery BT = 10:00 Express.

INVOICE DATE

13

Your ref. number / detail.

14

TNT bank account details.

15

Total charges to which VAT applies.

16

Total charges to which VAT does not apply.

17

VAT amount.

18

Total payable, including VAT.

19

Description of the TNT service codes relating to consignments on this invoice (only for UK invoices).

9

TNT consignment note number.

10

Number of items in consignment.

11

Total weight of consignment.

16 18

15/12/07

GBP

payment terms • Cheque with remittance advice

REMITTANCE ADVICE PLEASE COMPLETE this form below if your company name and address shown

COMPANY NAME:

4

Consignment charge, excluding VAT.

3.78 25.40

19

Tel No:

Customer account number.

13

Registered Office: PO Box 99, Railway Street, Ramsbottom, Bury, Lancashire BL8 9BF. Registered in England No. 1628530

CONTACT NAME:

3

11.50

2

10

20.00 0.00

Bankers: Natwest Bank 24 Deansgate, Bolton, Lancashire, BL1 1BN Account Number 321226675, Sort Code 01-30-99

above is incorrect

Invoice number.

8.50

3

2001 RPI SUPPLEMENT 4.1% (SUBJECT TO VAT) FUEL SUPPLEMENT 4.0% (SUBJECT TO VAT)

PO2345

2

12

1 of 1

SERVICE NOTE ITEMS WEIGHT CODES NUMBER

TNT EXPRESS

22/11/07 ALISON SHARPE

TNT customer address.

Page

4

DESTINATION ORDER CONTACT

1

3539420 0450118819 25.40 GBP 23/11/07

CHEQUE NUMBER Make Payable To: TNT UK Limited P.O. Box 4 Ramsbottom, Bury, Lancs, BL8 9AR VAT REG. No. G.B. 354 7150 57

• Banking Automatic Clearing Service (BACS) • Credit Transfer Although payment is actually due upon receipt of invoice, to permit processing, payment is required before 15th day of the month following the month of invoice.


e-invoicing

International invoice

Save time and increase efficiency with our electronic invoicing system, allowing you to view and download your invoices from our secure website, cutting down on admin time and the chance of human error.

TNT International P.O Box 186 Ramsbottom Bury BL10 9GR Telephone: 08457 646564 Fax: 08457 646565 VAT Reg. No GB 354 7150 57

INVOICE

1

National Westminster Plc 24 Deansgate Bolton BL1 1BN Bank Sort Code 01 30 99 Account No. 23908394

Invoice No.

06982320

2

14-12-07

4

Invoice date For Invoice enquiry please call: 0345 646564 For Service / Delivery enquiry please call: 0990 446655

CONNOTE

VAT Reg. No.

GB137409958000

SPECIFICATION

WEIGHT

5

5

9 553884063 ECONOMY EXPRESS (NON DOCS) 14-12-07 REF:DB028498 6 EXPORT S TO:SNECMA MOTEURS CELLULE TELIS (SOGEI) SITE SNECMA BATIMENT 19A ROND POINT RENE RAVAUD MOISSY CRAMAYEL,77550 FR 9

21.250V 1I

553884077 EXPRESS (DOCS) 0.500A 14-12-07 REF:DB028408 6 1I EXPORT S TO:ALSTOM MEXICANA SA DE CV EJE ORIENTE - PONIENTE NO 3 CD INDUSTRIAL 58200 MORELIA MORELIA,58200 MX

5

17 Net Non-Vatable

108.62

19

16 Net Vatable

348.03

Page

21-12-07 2 OF 2 CHARGE

33.40 1.34 FSI 1.37 RPI 36.11 NET

10

3

000001093

Due date

266.74

V

12 01 01 01

68.50 5.83 FSI 2.81 RPI 77.14 NET

10

30D,HUATING GE,QING TIAN HUA TING,77# OF JING TIAN ROAD FUTIAN SHENZHEN,518034 CN

5

Client No.

AMOUNT

11 BALANCE B/FWD 9 8 318688932 ECONOMY EXPRESS (NON DOCS) 14.000A 13-12-07 REF:DB028489 6 11 EXPORT S TO:SNECMA MOTEURS SITE SNECMA BATIMENT 19A CELLULE TELIS (SOGEI) ROND POINT RENE RAUAUD 7 MOISSY CRAMAYEL,77550 FR 9 302414445 EXPRESS (NON DOCS) 4.400V 14-12-07 1I 6 IMPORT R FROM:SHENZHEN SHAN MAGNETISM INDUST RY

14

41.80 1.67 FSI 1.71 RPI 45.18 NET

10

01 01 01

• Fast, secure access to billing information • Saves time on administration • Increases efficiency through the elimination of manual data entry • Reduces waste and cost through reducing paper use and wastage To find out more about how e-invoicing can help you make more of your time visit www.tnt.co.uk/e-invoicing

27.95 2.38 FSI 1.15 RPI 31.48 NET

10

18

15 VAT at 17.5%

60.90

GBP

post- delivery

Bankers:

Please Send Your Payment & Remittance Advice by the due date to: TNT International, P.O Box 186, Ramsbottom, Bury, BL10 9GR

Total amount

517.55

01=17.50% A=ACTUAL WEIGHT FSI=FUEL SUPPLEMENT INDEX I=ITEMS RPI=RETAIL PRICE INDEX 2007 4.1% S=SENDER PAYS NET=NET CHARGE V=VOLUMETRIC WEIGHT R=RECEIVER PAYS

Registered Office: TNT UK Ltd. PO Box 99, Railway Street, Ramsbottom, Bury, Lancashire, BL8 9BF, Registration Number: 1628530

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accountability Giving you

when making a claim

Very occasionally items can get misplaced or damaged in transit. Needless to say we’ll do everything we can to resolve the situation as quickly as possible so that the process is as easy as it can be. What should I do if my consignment is lost? If your consignment has not arrived 24 hours after the due date of delivery, please call one of our customer service representatives on freefone 0800 100 600 who will perform a thorough search to successfully locate your item. What should I do if my consignment is damaged? If your consignment has been damaged in transit, please contact our customer service team on freefone 0800 100 600 who will try to resolve the situation as quickly as possible. If your item is damaged, the sender of the item is entitled to file a claim*. You may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging must be available for inspection at the delivery address. We may also require proof of the value of the item(s) – this information needs to be included with your claim. How do I file a claim? Simply call freefone 0800 100 600 to request a claim form.You’ll need to complete all your details providing as much information as possible, then return it to us to help us process your claim quickly and without delay.

How long do I have to report a lost or damaged consignment? You must notify us about the loss, damage or delay within 7 days after delivery of the shipment or within 7 days from the date the shipment should have been delivered. On receipt of a claim form, you should return it within 21 days of date of issue, fully completed and with all supporting documentation. For more information see section 18 of our Terms and Conditions opposite. What information do I need to provide? Just make sure you complete the form as fully as possible, detailing the consignment note number, date of despatch and all supporting material involving invoices, photographs and/or brochures. This will help us process your claim quickly but if we need more information we may write to you asking for more details. Please note our liability excludes any form of consequential loss, or loss or damage when circumstances are beyond our control. For full information, please refer to sections 12.1 and 12.2 of our Terms and Conditions opposite. What happens next? When we receive your claim form our claims team will investigate and resolve your claim as quickly as possible. Our aim is to resolve your claim within three weeks of receiving your completed claim form. How do I check the status of my claim? Simply contact our Central Claims Department on 01706 827 511 * The claimant must be the TNT account holder. For international consignments, either the sender or the recipient can file a claim. All goods are carried subject to the TNT Express Terms and Conditions of Carriage.

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TNT Express Terms and Conditions of Carriage Long form version (01-10) 1. DEFINITIONS The following definitions apply to the terms and conditions set out below that govern the contract of carriage and other services between you and us. “we”, “us”,”our” and TNT means TNT Express Holdings B.V., XP International B.V., TNT Holdings (Deutschland) GmbH, TNT Holdings (UK) Ltd, TNT Australia Pty Ltd, TNT China Holdings Co Ltd (“TNT”) and subsidiaries and affiliates of TNT and TNT’s employees, agents and independent contractors; “you” and “your” means the sender, consignor or consignee of the shipment, holder of a consignment note, receiver and owner of the contents of the shipment, any other party having a legal interest in those contents or any party having an interest in the performance of other services; “carriage” means and includes the whole of the operations and services undertaken by us in connection with the transportation of the shipment; “other services” means all services not being services for the carriage of shipments that are performed by us, such as storage, sorting, kitting, merging, packing, installation, value added- and transportation management services; “shipment” means goods or documents of whatever nature (whether in bulk or in one or more packages) which we have accepted for carriage from one address to another or regarding which we have accepted to perform other services, whether under our consignment note or not; “prohibited items” means any goods or materials the carriage of which is prohibited by any law, rule or regulation of any country in or over which the shipment travels. 2.THE PARTY WITH WHOM YOU ARE CONTRACTING Your contract of carriage and of other services is with the TNT company or the subsidiary or affiliate of TNT that accepts from you the shipment for carriage or, as the case may be, the performance of other services. You agree that we may subcontract the whole or any part of the contract of carriage or of other services on any terms and conditions we decide. 3. YOUR ACCEPTANCE OF OUR TERMS AND CONDITIONS By giving us your shipment you accept our terms and conditions set out in the consignment note and/or the contract of carriage and/or the contract for the performance of other services on behalf of yourself and/or anyone else who has an interest in the shipment or the performance of other services irrespective of whether you have signed the front of our consignment note or not. Our terms and conditions also cover and can be invoked by anyone we use or sub-contract to collect, transport, deliver your shipment or perform other services as well as our employees, directors and agents. Only one of our authorised officers may agree to a variation of these terms and conditions in writing. When you give us the shipment with oral or written instructions that conflict with our terms and conditions we shall not be bound by such instructions. 4. SCOPE OF THE CONTRACT a) If the carriage of the shipment forms part of another type of contract between you and us, these terms and conditions apply to the contract agreed between you and us in respect of any carriage of goods pursuant to the contract. b) By concluding any type of contract with us that involves the carriage of goods you agree that: - the contract is a contract of carriage of goods by road if the carriage of the shipment actually takes place by road; - the contract is a contract of carriage of goods by air if the carriage of the shipment actually takes place by air; - the contract is a contract of carriage of goods by sea if the carriage of the shipment actually takes place by sea; - the contract is a contract for the performance of other services if related to non-carriage services. 5. DANGEROUS GOODS / SECURITY 5.1 Dangerous Goods a) Except in the circumstances shown in condition 5.1 (b) below we do not carry, nor perform other services regarding, goods which are in our sole opinion dangerous goods including, but not limited to, those specified in the International Civil Aviation Organisation (ICAO) technical instructions, the International Air Transport Association (IATA) dangerous goods regulations, the International Maritime Dangerous Goods (IMDG) code, the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR) regulations or any other national or international rules applicable to the transport of, or the performance of other services regarding, dangerous goods. b) We may at our discretion accept some dangerous goods for carriage, or for the performance of other services, in some countries if you have been accorded the status of an approved customer and this must be given by us in writing before your shipment can be accepted. Your dangerous goods will only be accepted if they comply with the applicable regulations (as referred to in condition 5.1 (a)) and our requirements. Details of our requirements together with the procedure for applying for approved customer status are available

from our nearest office and a dangerous goods surcharge will be invoiced to you upon acceptance of your shipment. 5.2 Air Cargo Security Regulations a) You must ensure and you hereby certify by completing our consignment note or tendering a shipment to us that your shipment does not contain a prohibited article as specified in ICAO Annex 17 or other national or international regulations that govern aviation security.You must give us a full description of the contents of the shipment on the consignment note, or other accompanying document, and your responsibilities and liabilities are not extinguished by providing this information. Shipments carried, or handled, by us may be subject to security screening which could include the use of X-ray equipment and you accept that your shipment may be opened and the contents of your shipment may be examined in transit. b) You declare that you have prepared the shipment for carriage, or for the performance by us of other services, in secure premises using reliable staff employed by you and that the shipment has been safeguarded against unauthorised interference during preparation, storage and transportation immediately prior to acceptance for carriage of the shipment by us or for the performance by us of other services. 5.3 Prohibited Items We do not accept shipments that contain prohibited items. 6. RIGHT OF INSPECTION You agree that we or any governmental authority including customs may open and inspect your shipment at any time. 7. CALCULATION OF TRANSIT TIMES AND ROUTING OF SHIPMENTS Weekend days, public holidays and bank holidays together with delays caused by customs or other events beyond our control are not included when we quote door to door delivery times in our published literature. The route and the method by which we transport your shipment shall be at our sole discretion. 8. CUSTOMS CLEARANCE 8.1 You hereby appoint us as your agent solely for the purpose of clearing and entering the shipment through customs and you hereby certify that we are the consignee for the purpose of designating a customs broker to perform customs clearances and entries if we subcontract this work. If any customs authority requires additional documentation for the purpose of confirming the import/ export declaration or our customs clearance status it is your responsibility to provide the required documentation at your expense. 8.2 You certify that all statements and information you provide relating to the exportation and importation of the shipment will be true and correct. You acknowledge that in the event that you make untrue or fraudulent statements about the shipment or any of its contents you risk a civil claim and/or criminal prosecution the penalties for which include forfeiture and sale of your shipment. To the extent that we may voluntarily assist you in completing the required customs and other formalities such assistance will be rendered at your sole risk. You agree to indemnify us and hold us harmless from any claims that may be brought against us arising from the information you provide to us and any costs we will incur regarding this, and pay any administration fee we may charge you for providing the services described in this condition. 8.3 Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other expenses we incur as a result of the actions of customs or other governmental authorities or your failure and/or the receiver’s failure to provide proper documentation and/or to obtain the required licence or permit will be charged to you or the receiver of the shipment. In the event that we decide to charge the receiver and the receiver refuses to pay the incurred charges you agree to pay them to us together with our fee for the administration involved as well as any extra costs we will incur. Upon our first request you will provide a proper guarantee for any of the duties, taxes, penalties, storage charges or any other expenses set out in this condition. 8.4 We will endeavour to expedite all customs clearance formalities for your shipment but are not liable for any delays, losses or damage caused by interference from customs officers or other governmental authorities. 9. INCORRECT ADDRESS AND P.O. BOX NUMBERS If we are unable to deliver a shipment because of an incorrect address we will make all reasonable efforts to find the correct address. We will notify you of the correction and deliver or attempt to deliver the shipment to the correct address although additional charges may apply if the correct address is different to the one shown on the consignment note or the label affixed to your shipment. Deliveries to post office box numbers are not accepted, except in a limited number of countries (the list of which is available from the subsidiary or affiliate or branch of TNT that accepts your shipment for carriage) and further provided that the (landline) telephone number of the consignee is provided and that in the event we are unable to deliver the shipment at the first attempt then you agree that we may post the shipment to the consignee and proof of posting is sufficient proof of delivery. 10. UNDELIVERABLE AND REJECTED SHIPMENTS Where we are unable to complete the delivery of a shipment we will try to leave a notice at the receiver’s address stating that delivery has been attempted and the whereabouts of the shipment. If delivery has not been made after one more attempt by us or the receiver refuses to accept delivery we will try to contact you and agree

the appropriate next action. You agree to pay us any costs we incur in forwarding, disposing of or returning the shipment and our charges (if any) for making a third or more delivery attempt and for the agreed appropriate next action. If we do not receive your instructions within 30 days after our second attempt to deliver the shipment, then you agree that we may destroy or sell the content of the shipment without any further liability to you. 11. YOUR OBLIGATIONS You warrant, represent and guarantee to us that: a) the contents of the shipment (including but not limited to weight and number of items) have been properly described on our consignment note; b) the contents of the shipment have been correctly labelled and the label or labels have been securely fixed by you in a prominent position on the outer surface of the shipment that can be clearly seen by us; c) the consignee’s full address including the postcode has been entered on our consignment note; d) the consignee’s full address including the postcode has been accurately and legibly completed on an address label securely fixed by you to a prominent position on the outer surface of the shipment that can be clearly seen by us; e) the contents of the shipment have been prepared and packed safely and carefully by you to protect against the ordinary risks of transport, or the performance by us of other services, including any associated sortation and/or handling process; f) you have declared the correct weight of the shipment and you will provide any special equipment we may need to load or unload the shipment on or off our vehicles; g) you have securely fixed a heavyweight label in a prominent position on the outer surface of the shipment that can clearly be seen by us for any item weighing 25 kilos or more; h) the contents of the shipment are not ones restricted by IATA or ICAO and are not prohibited items, and neither you nor the consignee is a person or organisation with whom we or you may not legally trade under any applicable laws or regulations; i) in the case of an intra-European Union shipment where the receiver pays our charges your VAT identity number and that of the receiver has been correctly given in writing to us; j) when you have asked us to charge the receiver or a third party and the receiver or third party does not pay us you will promptly settle our invoice together with an administration fee in full within 7 days of us sending you the invoice; k) all applicable laws and regulations have been complied with; l) in shipments that will be carried by us across borders you have included the correct commercial invoice related to the shipment (mentioning correct “bill to” address with applicable VAT number, correct and clear description of the commodity, the General Agreement on Tariffs and Trade (“GATT”) code being the first 6 digits of the Harmonised System (“HS”) code and the correct weight of the shipment); m) that you have taken all reasonable precautions to comply with all conventions, directives and legislation relating to the protection of personal data including if practicable encryption of the personal data to ensure the safety of the personal data in the event of loss or misdelivery of a shipment; n) the value of any shipment does not exceed £15,000. You agree to indemnify us and hold us harmless from any liabilities we may suffer or any costs, damages or expenses, including legal costs, we incur either to you or to anyone else arising out of you being in breach of any of these warranties, representations and guarantees, even if we inadvertently accept a shipment that contravenes any of your obligations. 12. EXTENT OF OUR LIABILITY 12.1 Subject to condition 13 below, we limit our liability for any loss, damage or delay of your shipment or any part of it arising from carriage as follows: a) If the carriage of your shipment is solely or partly by air and involves an ultimate destination or a stop in a country other than the country of departure the Warsaw Convention (1929), or the Warsaw Convention as amended by the Hague Protocol (1955) and/or Montreal Protocol No. 4 (1975), or the Montreal Convention (1999), whichever is compulsorily applicable, will apply. These international treaties govern and limit our liability for loss, damage or delay to your shipment to 19 special drawing rights per kilo (approximately £18 per kilo although the rate of exchange is variable). b) If we carry your shipment by road within, to or from a country that is a party to the convention on the contract for the International Carriage of Goods by Road 1956 (CMR) our liability for loss or damage to your shipment shall be governed by the CMR and thus limited to 8.33 special drawing rights per kilo (approximately £8 per kilo although the rate of exchange is variable). In the case of delay where you can show to us you have suffered loss our liability is limited to refunding to you the charge you paid us for carriage in respect of that shipment or the part which was delayed. c) If none of the above conventions apply and we have a liability to you for whatever reason, including without limitation breach of contract, negligence, wilful act or default, our liability to you for loss, damage, misdelivery or non-delivery of your shipment or the part affected is at all times limited to the lower of the market value of the shipment at the time of carriage or the cost of repairing the shipment or the part affected with in each case an upper limit that does not

35

23


exceed £15 per kilo limited to a maximum of £15,000 per shipment. In the case of delay where you can show to us you have suffered loss our liability is limited to refunding to you the charge you paid us for carriage in respect of that shipment or the part which was delayed. 12.2 Subject to condition 13 below, if we have a liability relating to other services for whatever reason, including without limitation breach of contract, negligence, wilful act or default, our liability to you is at all times limited to £15,000 per event or series of events with one and the same cause of damage or, in case of the loss of or damage to a shipment, to the lower of the market value of the shipment or the cost of repairing the shipment or the part affected with in every case an upper limit that does not exceed £3.50 per kilo with a maximum of £15,000 per event or series of connected events. 13. EXCLUSIONS 13.1 We will not be liable for any loss of income, loss of profits, loss of markets, loss of reputation, loss of customers, loss of use, loss of an opportunity even if we had knowledge that such damages or loss might arise or for any indirect, incidental, special or consequential damages or loss howsoever arising including without limitation breach of contract, negligence, wilful act or default. 13.2 We are not liable if we do not fulfil any obligations towards you at all as a result of: a) circumstances beyond our control such as (but not limited to): - acts of god including earthquakes, cyclones, storms, flooding, fire, disease, fog, snow or frost; - force majeure including (but not limited to) war, accidents, acts of public enemies, strikes, embargoes, perils of the air, local disputes or civil commotions; - national or local disruptions in air or ground transportation networks and mechanical problems to modes of transport or machinery; - latent defects or inherent vice in the contents of the shipment; - criminal acts of third parties such as theft and arson. b) your acts or omissions or those of third parties such as: - you being in breach of (or any other party claiming an interest in the shipment causing you to breach) your obligations under these terms and conditions and in particular those warranties set out in condition 11; - an act or omission of any customs, airline, airport or government official. c) The contents of the shipment consisting of any article that is a prohibited item even though we may have accepted the shipment by mistake. 13.3 We are not a common carrier and do not accept from you any liabilities of a common carrier. Under normal circumstances we do not accept shipments sent to and from residential addresses. 14.VALUABLE GOODS Valuable goods such as precious stones, precious metals, jewellery, money, negotiable instruments, unprotected furniture, glass or china, objects of art, antiques and important documents that include passports, tenders, share and option certificates should not be sent through our network delivery system because it involves the use of mechanical handling and automated sortation equipment together with multiple transhipments on and off vehicles which could result in loss and/or damage. If you nevertheless send, or cause us to send, such goods through our network delivery system it shall be at your own risk. 15. INCREASED LIMITS OF LIABILITY FOR INTERNATIONAL SHIPMENTS 15.1 An increased limit of liability option (“ITLL”) can be purchased for the carriage of international shipments for loss or damage to your shipment (non document shipment) subject to the conclusion of a specific agreement to that effect between you and us. 15.2 On payment by you to us of our current charge for the ITLL, we will increase our limit of liability for loss or damage to your shipment to £30 per kilogram for shipments of 10 kilograms and above and for loss or damage to shipments below 10 kilograms to £300 per shipment provided that at all times the maximum liability that we offer and accept is £15,000 per shipment. 15.3 ITLL does not apply where: a) our liability is excluded as set out in these terms and conditions, b) no specific agreement to that effect exists between you and TNT, and/or c) you fail to pay us our charge for the increase in our limit of liability. 15.4 For the avoidance of doubt, ITLL does not cover losses of a consequential nature (see condition 13.1 above) or delays in carriage or where the loss has arisen as a result of your breach of your obligations under these terms and conditions. 15.5 ITLL is not available for other services or for precious stones, precious metals, laptop computers, plasma or LCD screens, jewellery, money, glass, china, objects of art, antiques, documents or any films, tapes, discs, memory cards or any such other data or image carrying goods. If you do send such goods we recommend that you arrange insurance yourself. 16. ENHANCED LIABILITY 16.1 You may, against payment of the indicated charge, make a declaration on the consignment note of the value of the shipment (non document shipment) exceeding the limits laid down in condition 12 up to a maximum of £15,000 per shipment (“Enhanced Liability”). Declaration must be made by completing the relevant box on the consignment note and paying the indicated charge. Compensation for proved loss or damage to your shipment may be claimed up to the total amount

of the above declared value. Enhanced Liability is not available for precious stones, precious metals, laptop computers, plasma and LCD screens, jewellery, money, glass, china, objects of art, antiques, documents (other than the reconstitution cost as provided for in condition 16.2 below) or any films, tapes, discs, memory cards or any such other data or image carrying goods. If you do send such goods we recommend that you arrange insurance yourself. 16.2 You may opt for Enhanced Liability for the reconstruction, reproducing, reissuing or re-printing cost (including the costs of the materials (e.g. paper) plus reasonable labor costs) of your document shipment by completing the relevant box on the consignment note and paying the indicated charge. Compensation for proved loss or damage to your document shipment may be claimed up to £350 per shipment. This Enhanced Liability option is only available for documents which are listed on the website of the subsidiary or affiliate or branch of TNT that accepts your shipment for carriage. 16.3 The above Enhanced Liability options (16.1 and 16.2) (i) do not provide compensation for losses of a consequential nature (see condition 13.1 above) or delays in carriage or where the loss has arisen as a result of your breach of your obligations under these terms and conditions, (ii) are not available for non-carriage services and (iii) are not available for a limited number of countries. For a list of these countries, and/or to obtain further details on the conditions of Enhanced Liability, please contact our customer service center or visit the website of the subsidiary or affiliate or branch of TNT that accepts your shipment for carriage. 17. CLAIMS BROUGHT BY THIRD PARTIES You undertake to us that you shall not permit any other person who has an interest in the shipment to bring a claim or action against us even though we may have been negligent or in default and if a claim or action is made you will indemnify us against the consequences of the claim or action and the costs and expenses we incur in defending it. 18. CLAIMS PROCEDURE If you wish to claim for a lost, damaged or delayed shipment, or for any other damages, you must comply with any applicable convention and with the following procedure otherwise we reserve the right to reject your claim: a) you must notify us about the loss, damage or delay within 7 days after delivery of the shipment or within 7 days from the date the shipment should have been delivered or if the claim relates to other services within 21 days from the date you ought reasonably to have become aware of the loss, damage or delay. If we send you a claim form you must return it within 21 days from the date of issue fully completed together with all relevant documentation in support of your claim. We are not obliged to act on any claim until our charges have been paid nor are you entitled to deduct the amount of your claim from our charges; b) we will assume the shipment was delivered in good condition unless the receiver has noted any damage on our delivery record when he or she accepted the shipment. In order for us to consider a claim for damage, the contents of your shipment and the original packaging must be made available to us for inspection; c) save as otherwise provided by any applicable convention and or law, your right to claim damages against us shall be extinguished unless an action is brought in a court of law within 1 year from the date of delivery of the shipment or from the date on which the shipment should have been delivered or from the date on which the carriage ended or if the claim relates to other services within 1 year from the date you ought reasonably to have become aware of the loss, damage or delay; d) in case of acceptance by us of part or all of your claim, you warrant to us that your insurers or any other third party having an interest in the shipment shall have waived any rights, remedies or relief to which they might become entitled by subrogation or otherwise; e) the shipment shall not be deemed to be lost until at least 30 days have elapsed since the date you notified us of the non delivery. We may agree with you in writing to shorten this period. 19. RATES AND PAYMENT 19.1 You agree to pay our charges for the carriage of the shipment between the locations specified on the consignment note/contract of carriage, or for the performance by us of other services, and any value added taxes thereon within 7 days from the date of our invoice for international shipments and by the 15th of the month after the month in which the invoice is dated in respect of UK domestic shipments. You waive all your rights to challenge our invoices if you do not contest our invoice in writing within 7 days from the date of the invoice. Our charges are calculated in accordance with the rates applicable to your shipment as set out in our current rate card or in the relevant contract. We may check the weight and/or volume of and/or the number of items within your shipment and if we find that there is a discrepancy between your declared weight and/or volume and/or number of items you agree that the weight and/or volume and/or the number of items that we determine may be used for the purpose of our calculation. As a matter of course all import duties, value added taxes on goods and all other charges levied on the shipment in the destination country shall be payable to us by the receiver upon delivery of the shipment and if the receiver refuses to pay you agree to pay us these amounts in full within 7 days of us notifying you that the receiver has not paid. You agree that we may charge interest on all invoices not paid within 7 days from the invoice date at the rate of 6% above the European Central Bank base rate.You agree to pay our reasonable and proper cost of collection of invoices not

paid within 7 days from the invoice date. 19.2 Our current rate card is available on request from any of our offices in the country from which the shipment is invoiced. We charge for either the actual weight of the shipment or the volumetric weight of the shipment whichever is the higher and the volumetric weight is calculated in accordance with the volumetric conversion equation set out in our rate card. 19.3 The door to door delivery rates shown on our current rate card include provision for simple customs clearance formalities and we reserve the right to charge an extra administration fee where time-consuming excessive customs clearance work is needed to enable us to deliver your shipment to the receiver. Additional charges may therefore be applied in some countries for complex customs clearance activities and these include but are not limited to shipments that require: (i) formal customs entries involving more than three different commodities; (ii) customs bonds or the need to deliver goods under a customs bond; (iii) temporary import facilities; (iv) clearances involving a government department other than the customs authority. We may in some countries make advance payments of import duty, taxes, penalties or have to post bond on behalf of the importer and where this additional service is provided a local administration fee will be charged to the receiver and you will be liable for this charge if he or she does not pay us. 19.4 You may give us special invoicing instructions or agree with the receiver of the shipment or another third party that he or she will pay our charges and/or any duties, taxes, penalties, bonds, assessments, expenses, surcharges and fines levied or incurred by us in connection with the shipment. If the receiver or other third party refuses to pay our charges for the carriage or reimburse us for any of the above costs you agree to pay these amounts within 7 days of us notifying you of the refusal to pay. 19.5 Our invoice does not include a copy of the Proof of Delivery (POD), which you agree may be validly obtained or provided in a digital or electronic format, or any other additional documents. 19.6 Our invoices must be paid in the currency stated in the invoice or otherwise in a local currency against exchange rates provided by us. 19.7 With respect to time-guaranteed products that we may offer and that you order, if we fail to deliver your shipment within the time specified, if our failure was not caused by any events set out in condition 13.2 and if you notify us of your claim in compliance with condition 18, we will charge you, within the same product category as the service you ordered, for the actual delivery service provided (e.g. before noon) rather than charging the price we quoted for the service you asked for (e.g. before 9 am). 19.8 We have a general lien on all your shipments in our possession at any one time that gives us the right to sell the contents and retain the proceeds of sale in settlement of any amounts that you may owe us including amounts due for previously carried shipments or services. 19.9 You shall be liable for the payment of all duties, taxes and charges including stamp duties as applicable on the carriage and other services as well as on all documents including the consignment note. 20. YOUR INDEMNITY IN RESPECT OF EMPLOYEES You agree to indemnify us against and keep us harmless from all costs, claims, liabilities and demands of any nature arising directly or indirectly from the redundancy, selective re-employment or transfer of any employee or former employee of yours or of any supplier or former supplier to you or of any third party which may in any way arise from the commercial relationship between us and you including but not limited to any liability arising under the European Community Acquired Rights Directive (77/187/EEC, as amended by Directive 2001/23/EC) or national implementing legislation thereof or under any other applicable employment legislation. 21. LAW AND JURISDICTION 21.1 In the event that any term or condition is declared invalid or unenforceable such a determination shall not affect the other provisions of this contract all of which remain in force. 21.2 Save as provided by any applicable convention, disputes arising from or related to this contract shall be subject to the laws and the courts of the country in which the subsidiary or affiliate or branch of TNT that accepts your shipment for carriage or performs other services is based.


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TNT Express TNT Express House Holly Lane Atherstone Warwickshire CV9 2RY Your calls may be recorded for training purposes. The TNT name and logo are trademarks of TNT Holdings N.V.

To arrange a collection and for all other enquiries please

visit www.tnt.co.uk or freefone 0800 100 600

Effective January 2011


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