Terms & Conditions

Please note: TUNL currently works with UK-registered businesses shipping internationally. We aren't yet onboarding individual consumers.

These terms outline the rules for using TUNL's shipping platform in the United Kingdom. By engaging our services you accept and agree to abide by them. Please read carefully.

Carrier terms (FedEx, UPS & partners)

TUNL acts as a facilitator and arranger of international shipping services. TUNL is not a carrier and does not itself transport goods. All transportation is performed by third-party carriers (including FedEx, UPS, Royal Mail, Evri, DPD, Parcelforce and their affiliates) under their own terms and conditions.

By using the TUNL platform, the merchant appoints TUNL to arrange international transportation on the merchant's behalf, and acknowledges that carriage is performed by the relevant carrier as principal. When shipping via FedEx or UPS through our system, the sender is bound by their terms:

FedEx UK Terms of Use · UPS UK Terms & Conditions

Privacy

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. We collect only what we need to arrange shipments (sender and recipient details, order metadata, billing information) and share it with carriers and customs authorities strictly to fulfil the service. You can request access, correction or deletion of your data by emailing craig@tunl.to.

Billing & payment

• Invoices are created and sent for each shipment booked.
• Standard payment terms are cash on delivery (COD). Statements are sent bi-weekly.
• All prices are in GBP (£) exclusive of VAT unless otherwise stated. UK VAT is applied at the prevailing rate where applicable.
• TUNL reserves the right to pause or terminate services if payment is not received promptly.
• No settlement discounts will be granted.
• Interest on overdue accounts will be charged at 8% above the Bank of England base rate, in line with the Late Payment of Commercial Debts (Interest) Act 1998.

Charges invoiced by TUNL primarily reflect charges imposed by third-party carriers and service providers. TUNL's fees consist of platform and facilitation services, together with the pass-through of carrier and related charges incurred on the merchant's behalf. Any adjustments, surcharges, or additional fees imposed by carriers (including weight, dimension or address corrections) will be passed through.

Inaccurate dimensions or weight

• Carrier scanner measurements will be compared to what is input on our system.
• TUNL will bill the merchant for any inaccuracies in weight or dimensions.
• An additional administration fee of £3.00 will be charged per instance.
• To dispute a re-weigh, photographic proof of accurate measurements and weight must be provided.
• Keeping evidence of parcel dimensions and weight is the responsibility of the merchant.

Customer support

Support is available UK weekdays 9am to 5pm (GMT/BST). Contact us via live chat in your TUNL dashboard or email craig@tunl.to.

Parcel tracking

TUNL offers door-to-door tracking for all shipments. Your customers receive tracking updates via email and can also access tracking information via the link available in TUNL.

Shipment protection

Shipment Protection is available at additional cost through our platform. TUNL is not responsible for any loss, damage, or theft of parcels that are not protected via our service. Cover is subject to the underwriter's terms and to the standard carrier exclusions (prohibited items, inadequate packaging, etc.).

Booking & labelling

• Accuracy of information is the sender/merchant's responsibility. TUNL is not liable for inaccuracies and does not verify the information provided. Any delays, returns or fines caused by inaccurate information are for the merchant's account.
• Labels should be printed on A5 adhesive label paper and affixed to the parcel, or printed on plain paper and placed in a clear waybill sleeve. Commercial invoices should also be printed and attached.
• Additional fees may apply for incorrect address, weight, dimensions, missing labels, or inadequate packaging.

Cancelling shipments

• Any incorrect shipment must be cancelled within 30 days of creation.
• Failure to cancel within this timeframe will result in the shipment being charged, as TUNL will be billed by the carrier.
• Merchants are responsible for regularly reviewing and cancelling incorrect shipments.
• Shipments already in transit or delivered cannot be cancelled.

Duties, taxes & VAT

Cross-border shipments from the UK may attract import duties, taxes and destination VAT. When booking shipments Delivered Duty Paid (DDP) via the TUNL platform, you agree to the terms of our duties partner. Merchants shipping to the EU are responsible for compliance with IOSS (Import One Stop Shop) obligations where applicable, and TUNL will support DDP flows where enabled on your account.

TUNL Express service

TUNL partners with UPS and FedEx for a global express service. When shipping via FedEx or UPS through our system, the sender is bound by their terms: FedEx UK · UPS UK.

TUNL Economy service

• Collections are not managed by TUNL. Merchants arrange courier collection or drop parcels at our UK consolidation point.
• TUNL aims for 5 to 10 working day delivery within the EU and 8 to 14 working days to the US. Economy may take up to 20 working days for other destinations.
• All Economy shipments are booked DDP: duties, fees and destination taxes are paid upfront.
• Export documentation is provided for HMRC compliance.
• Weekly shipments received by Tuesday close-of-business will be consolidated that week.
• Individual parcels: maximum £2,000 value, maximum 30kg.
• Parcels must be properly packaged with final mile labels affixed.
• Prohibited items (including consumables, alcohol, tobacco, hazardous goods and dangerous goods as defined by IATA) may not be shipped. TUNL reserves the right to pause or discontinue services at any time.

Right to inspect goods

TUNL reserves the right to inspect any shipment at any point during transportation, whether for regulatory compliance, customs, security or verification of contents. We will inform the consignee and shipper of any findings, will handle goods with care, and will repackage as close to original condition as reasonably possible. Carriers and border authorities may also inspect shipments under their own powers.

Liability

TUNL's liability is limited to the fees paid for the specific shipment giving rise to the claim, and to the carrier's own liability limits (typically capped under the Warsaw/Montreal Conventions for air freight, or the carrier's published terms for road and courier services). To the fullest extent permitted by law, TUNL is not liable for indirect, incidental, consequential or special damages, or for loss of profit, revenue, data or goodwill. Nothing in these terms excludes or limits liability that cannot be excluded under UK law (including for death or personal injury caused by negligence, or fraud).

Governing law & jurisdiction

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms is subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Questions? Email craig@tunl.to.

Last updated: 25 July 2026