Delay Refund Policy

1. Applicable Scope

①Origin Service Centers: Gangseo Service Center (ICN01S), Gangbuk Service Center (ICN01SA), Incheon Service Center (ICN03S), Gangnam Service Center (ICN04S), Suwon Service Center (ICN06S)

②Destinations: Shenzhen, Guangzhou, Shanghai

2. Refund Policy

①Applicable Products: Standard Express (SE)

②Eligible Customers:

Both individual (single-shipment) and monthly account customers.

Shipments paid by sender or recipient are eligible.

Reseller accounts are excluded.

③Customs Clearance:

Applies to shipments with simplified customs clearance for both import and export.

④Refund Standards:

If a customer reports a delay and the following conditions are met, customer service can arrange a refund based on the number of business days delayed:
If the delivery time exceeds the pickup time by more than one business day but not more than two business days, and the delay is due to SF Express, 50% of the shipping fee will be refunded based on the discounted amount.
If the delivery time exceeds the pickup time by more than two business days, and the delay is due to SF Express, 100% of the shipping fee will be refunded based on the discounted amount.
Refund requests must be made within three business days from the "Delivery Successful" status update.
Delays caused by the customer or force majeure events are generally not eligible for refunds. SF Express reserves the right to interpret all terms of this service.

Refunds apply only to the shipping fee and do not include other charges such as fuel surcharges or resource adjustment fees.

Example:

If an order is placed at 10:00 AM on June 1st and picked up at 12:00 PM the same day, it is considered on-time if delivered by 11:59 PM on June 2nd.

If delivered on June 3rd due to SF Express's fault, 50% of the shipping fee will be refunded.

If delivered on June 4th or later due to SF Express's fault, 100% of the shipping fee will be refunded.

Customers must contact SF Express customer service within three business days after successful delivery. Refunds will be issued to the party who paid the shipping fee.

3. Determining the Cause of Delay

If the transit time exceeds one business day, the cause of the delay must be investigated to determine responsibility.

Responsible Party	Examples of Delay Reasons	Refund Eligible
Customer	Customer requests to change delivery address	No
	Cannot contact sender or no one available to receive the shipment
	Recipient refuses to accept the shipment
	Delivery location does not permit courier access
	Shipment violates prohibited/restricted item regulations; improper declaration, undervaluation for tax evasion, etc., leading to customs inspection (excluding transshipment goods such as pallets or designated transshipments)
	Other customer-caused reasons
Force Majeure	Customs inspection	No
	Flight cancellation due to typhoon
	Flight cancellation due to heavy rain
	Flight delay due to heavy rain
	Social reasons such as war, strikes, government bans, or official traffic restrictions
	Other natural disasters, earthquakes, or force majeure situations

The above Delay Refund Policy may be subject to change at any time. For more details, please click on the Delay Refund Policy and conditions.

SF Express reserves the right to modify, change, or discontinue services, charges, and applicable terms and conditions.
If you have any questions, please contact our customer service hotline:
China: 95338 Korea: 080-393-1111

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