terms and conditions

Understanding Our Commitment: Explore Our Terms and Conditions

membership

You must be eighteen (18) years and over to join. Membership will start after membership fee dues are paid. After signing up you have three (3) months to pay your membership otherwise your box will be cancelled. All existing customers have one (1) year to renew membership otherwise your box will be cancelled. Once you signed up for our service you give permission to us to send you newsletters and notifications via email and text.

packages

Our business is a freight forwarding business where we ship packages from Miami to Trinidad. Tropical Express will receive and sign for any packages that are delivered to our Miami, Florida office via: United States Postal Service, FedEx, UPS, DHL, or any other carrier service, In Person/Hand Delivery. Examples of such packages may include and are not limited to online, phone purchases, items ordered via catalog or business suppliers. We cannot ship what we don't receive and are not liable for such. To find out that we have truly received your package you must obtain a valid Proof of Delivery (P.O.D.) with the recipient's valid signature.

Shipping costs are either calculated on Actual or Volumetric Weight of the package depending on the service, and are rounded up to the nearest pound e.g., 1.1lb= 2lbs (industry standard). Cost queries can only be made before you cash out your package.

Packages MUST have the correct account numbers on them or else they may go into the unknown's section in Miami.

SeaBox has a minimum poundage requirement, if your package is shipped to the SeaBox address but does not meet the requirements the package would be sent via SkyBox.

Upon agreeing to our terms and conditions you also give consent to Tropical Express Couriers Ltd and subsequently their sister company AOC Express LLC to physically search of all my shipments.

During sign up you have also agreed that you understand and are aware that globally, shipping networks are extremely strained and will most likely incur delays during peak seasons and that we are unable to ship magazines, catalogues or mail.

Some US Carriers such as USPS, their tracking only confirms delivery to the last Post Office before our warehouse. Subsequently, packages may take an additional 3-5 days to reach our warehouse. Please be informed that Tropical Express is not liable for any delays for packages shipped via any US Carrier.

Tracking Numbers that are Changed:
Sometimes tracking numbers are changed when a U.S. Domestic Carrier hands the package over to another U.S. Domestic Carrier for final delivery, e.g. from FedEx to USPS. In this case, please Pre-Alert the original US Carrier's tracking number which in this example would be FedEx. If you have ordered something internationally and it has an international tracking number, when it enters the US, it will be reassigned a US carrier's tracking number most likely from USPS. In this case, please use the new US tracking number, in this example, from USPS. Please remember, Pre-Alerts work only when the tracking number Pre-Alerted matches the one that arrives in Miami.

trinidad and tobago customs clearance authorization

By agreeing upon these terms and conditions you also confirm that you authorize Tropical Express Couriers Ltd and subsequently their sister company AOC Express LLC and Tropical Express' authorized broker, to ship, handle and clear all packages/goods/cargo/consignments on your behalf imported through Trinidad and Tobago and to sign the relevant documents on your behalf. Also, you agree to accept and pay all relevant charges incurred.

prohibited items / Restricted Items:

Please be reminded that there are Prohibited/ Restricted Items (as deemed by the FAA (US Federal Aviation Administration), US Customs, our Cargo Airline or by the government of Trinidad and Tobago) that you absolutely CANNOT ship. At our discretion, all restricted items will be removed from the package and the rest of items will be sent. The restricted items would be discarded of in thirty (30) days. There are also items that require special shipping licenses. They will be put on hold in Miami and will not be sent until we receive further instructions from you. If in doubt, please contact us before ordering such items. Please note that any illegal items seized and confiscated by CBP (Customs and Border Patrol) will result in termination of your account.

items requiring special licenses

There are items that require special shipping licenses before it is sent to Trinidad and Tobago. These would be put on hold in Miami and would not be sent until we receive further instructions from you.

hazmat items

These items can be shipped after being registered with Homeland Security and inspected by the FAA (Federal Aviation Administration). They are considered hazardous or dangerous goods and require special handling, packaging and paperwork. There are special handling and processing fees for these items which we bare on your behalf and will be further billed to you. Please note we do NOT ship HAZMAT items via sea freight.

package and shipment restrictions

Tropical Express will not accept and pay for Cash on Delivery (C.O.D.) shipments at our Miami, Florida office.

According to Trinidad and Tobago Customs and Excise mandates (effective March 31st, 2012), all air and sea shipping cargo carrier companies must submit their detailed manifest listing for each shipment online to the new Terminal Operated System (TOS) prior to arrival in Trinidad. As a result, Tropical Express must provide our air freight cargo carrier with prompt and accurate information (description, declared value, weight, package dimensions) contained in an invoice for each package prior to it being shipped to Trinidad and Tobago. Thus, an invoice must accompany all packages received at our Tropical Express Miami, Florida office. If an invoice does not accompany your package you are required to accurately Pre-Alert your package on our website up to 24 hours of receipt in Miami. When Pre-Alerting you must fill out all of the fields on the form, provide a proper invoice and correct tracking number.

Proper invoicing will allow packages to be cleared quickly through Trinidad and Tobago Customs, while improper paperwork could result in a delay to your package delivery and variance in Duty, VAT and OPT charges.

Items that are imported for personal use will be considered "non-trade" with a value no greater than USD$2,500. Any charges that are required to clear your "non-trade" packages will be paid up front by Tropical Express. Members will be billed for all clearance fees upon delivery of their package(s).

Shipments with a value greater than US$2,500.00 will be deemed "trade" shipments, or packages imported for commercial use and may be bonded. If a package is bonded, customer will be required to clear it for themselves. Once Tropical Express issues a delivery receipt customer has two days to clear packages or will be charged storage fees by the bond. These "trade" shipments will require a "formal entry" and a Shipper's Export Declaration (SED). This additional documentation generation will incur an extra cost of $50.00US for us to send it through US Customs. Also, in order for us to ship your order without any delay, we would need this information from you about the company you bought the merchandise from:<
1. TAX ID number
2. Full name of Salesperson
3. Contact information of the Company
Please e-mail this information ASAP to customersupport@aocexpress.org

Please Note: A handling fee of $9.89 per pound would be charged for bonded and detained items.

limitations of liability

Tropical Express will not be held responsible for packages that are not yet delivered to our Miami warehouse. We are not liable for opened or damaged packages, nor for the damage or loss of package items prior to arrival. Please ensure that all shipments are packaged properly as we will not accept liability for damage to goods due to improper packaging. We are also not responsible for packages that are not signed for and that are left outside the premises. Please notify the retailer of our Miami office hours to ensure a secure delivery of your package. We are not liable for goods that may have been sent to another account in error because of a Member error.

We are not responsible for Member errors, acts or omissions, such as an incorrect declaration of the value of goods or incorrect addresses/ shipping information. Tropical Express would not be liable for any charges on items that are not correctly Pre-Alerted. Tropical Express is not responsible for the amount of Duty, OPT and/or VAT charged by Trinidad and Tobago Customs and Excise and those that have been uplifted by Customs. In the absence of a valid invoice and/or accurate Pre-Alert we are not liable for the value placed on your package. If a package was Pre-Alerted after allotted timeframe the Pre-Alert would be null and void since it was already manifested.

Tropical Express is not liable for damages, losses, or packages that are delayed due to circumstances beyond our control. These could include but are not limited to acts of nature, terrorism, government, or public authority.

Tropical Express is not responsible for consequential loss. Such loss may include a loss of income or business opportunity due to packages that are lost, damaged, delayed, or undelivered.

Members will be informed of any special approvals and/or licenses that are required to clear your package. Tropical Express Members will be responsible for obtaining the necessary approvals and licenses, such as a Food and Drug Stamp, or if package is over the "non-trade" value of USD$2,500.00.

Customer is responsible to issue insurance on valuable goods from your retailer or supplier in order to compensate for any loss or damage that may incur. TV's are especially shipped at your own risk.

Tropical Express is not responsible for actions taken by our agents/ affiliates.

We are not responsible for box/ Account numbers that were reassigned to other customers and goods that may have been sent to their account in error.

account sharing

Only one sharer is allowed and must be an immediate family member. It is recommended that each individual have their own account.

When you assign a sharer on your account you also authorize your sharer to pick up and clear all packages on your account. Within this arrangement Tropical Express is not liable for any mix up regarding as such. However, the one individual or company listed as the Primary account holder will be ultimately responsible for all shipments and charges.

Package Pick-up Policy

When picking up packages, only box owners, sharers, or authorized pick-up persons (permanent or temporary) must pick-up for that specific account and must present a valid ID either a National ID or Driver’s Permit.
You can add a sharer, permanent pick-up person, or temporary pick-up person via the customer portal by providing their full name, selecting the ID type, and providing the ID number.
For any changes or updates, please email your branch manager or customer support.
To change sharer please ensure the email includes the owner’s National ID or Driver's Permit (DP) and the ID or DP of the sharer being changed.
To change authorized pick-up persons ensure your email specifies whether the pick-up authorization is permanent or temporary, and includes the owner’s ID or driver's permit (DP) and the ID or DP of the authorized person.
Please note that the ID presented at the branch must match the one we have on file for you or persons picking up on your account.
For a faster and expedited checkout process, you can provide us with your ID to scan and keep on file, so you won’t need to show your ID each time you visit.
This expedited option is exclusively available for owners, sharers, and permanent pick-up persons.
Temporary pick-ups must present their ID or DP that we have on file each time.
This policy is in place to provide optimum safety and security of your goods and we appreciate your cooperation.
Disclaimer: Be aware that individuals authorized to pick up goods under your account do so at your own risk. Tropical Express is not liable for any issues arising from this arrangement.

payments

Customers who come in to pick up goods must pay for and pick up ALL packages in the system that's ready for pick up thereby clearing their account and liabilities with the company.

Tropical Express accepts all major Visa and MasterCard credit cards and Linx Debit bank cards at all of our Tropical Express branches in Trinidad; for these transactions a valid ID must be shown. We accept cash TTD$ (for Trinidad & Tobago dollars) and USD$ (for US Dollar) as well, but ONLY at our Trinidad Tropical Express offices. Tropical Express does not accept any cheques as a form of payment.

Tropical Express will temporarily suspend your account if there are any outstanding charges on your account. Your account will be reinstated upon full payment of all outstanding charges.

Tropical Express Members will be automatically billed the annual membership renewal rate when the Member's account renewal is due when membership was first paid.

Please note that our prices are subject to change at any time without notice. Additional charges may be applied for special handling, HAZMAT, items that require special licensing and any additional documentation required.

storage of packages in trinidad

Tropical Express will store packages on your behalf, and at your request, for a period of up to two (2) weeks. Any package that remains unclaimed beyond two (2) weeks, will be charged a storage fee of TT$10.00 per pound per day on each package being stored at the branch.

During peak season which is from November to December a storage fee of $20.00 per pound per day on each package being stored at the branch will be charged after five (5) days.

After three months from receipt, any unclaimed packages will be discarded or be disposed of as we see fit.

cancellation of mailbox

After signing up you have three (3) months to pay your membership otherwise your box will be cancelled. If you're an existing customer whose membership is due, you have one (1) year to renew otherwise your box will be cancelled. Also, if at any point in time there is a serious dispute we could put your mailbox on hold and subsequently cancel if necessary. If you continue to use the box after it has been cancelled a logistics fee of $150TTD would be charged per package. Tropical Express reserves the right to terminate this agreement and cancel your box at any point in time.

If you choose to cancel your box, you agree to release and relinquish all your ownership of incoming packages. Therefore, anything shipped in the box belongs to Tropical Express Couriers Ltd. Tropical Express will not be responsible for packages incoming in your box after the box is cancelled as the box number may be reassigned to another customer. Again, packages incoming after box is cancelled will be charged a Logistics Fee.