1. About SmartShip and this agreement
Smart Logistics Limited trading as SmartShip (“SmartShip”, “we”, “us”) provides the services described below from Unit 1A, Heatherview Business Park, Athlone Road, Co. Longford, N39 KD82, Ireland. Contact info@smartship.ie or 0818 00 33 50.
“Client” means the person or business purchasing our services. “Goods” means the products, stock, printed materials or parcels entrusted to us. “Recipient” means the person receiving a shipment. “Service Order” means the written quote, booking confirmation or service agreement setting out the work we accept.
These terms apply to accepted Service Orders and use of our website and portal. A general enquiry or calculator estimate does not create a confirmed booking. By accepting a Service Order you agree to the terms supplied for that booking. Anyone acting for a business must have authority to bind it.
An expressly agreed written variation takes priority over these general terms for the matters it addresses. Mandatory law always takes priority. Carrier conditions apply to carriage as explained below, but do not remove rights you have against SmartShip under applicable law.
2. Services covered
The services covered are ecommerce order fulfilment; Amazon Fulfilled by Merchant (FBM) support; third-party logistics (3PL); receiving and inventory storage; picking, packing and dispatch; hand fulfilment, product kitting and subscription-box assembly; gift wrapping and branded packaging; mail fulfilment, including printing, labelling, folding and insertion; parcel forwarding, consolidation and repacking; and returns handling.
Only the services and volumes accepted in your Service Order are included. Photography, specialised inspection, regulated-goods handling, customs representation, temperature-controlled storage and other specialist work are not included unless expressly agreed. Availability depends on product suitability, capacity, route and any required approvals.
3. Accounts, instructions and client responsibilities
Account holders must be at least 18, provide accurate contact and business details, keep login credentials secure and promptly report suspected unauthorised access. Keep your account details and authorised users up to date.
You must own the Goods or have authority to instruct us about them. Supply accurate SKU records, quantities, weights, dimensions, values, product descriptions, recipient details and handling instructions. Tell us about fragility, shelf life, restrictions and any requirements that are not obvious from ordinary handling.
You are responsible for the legality of your products, sales, marketing content and instructions. We may request information or clarification before acting. Any work outside the agreed scope requires agreement on the additional service and charges.
4. Receiving, inventory and storage
Arrange inbound deliveries with us in advance and identify the Client, SKUs and expected quantities. Receiving checks and inventory reconciliation follow the agreed scope; ordinary receipt does not certify authenticity, regulatory compliance or the absence of concealed defects.
Agree any requirements for batch numbers, expiry dates, serial numbers, lot control or stock rotation before sending stock. Report inventory discrepancies promptly so receiving records can be reviewed.
Published monthly storage rates are €5 per box, €25 per shelf, €25 per pallet, and €60 per bay accommodating three Euro pallets, excluding VAT. Your Service Order confirms the space allocation, suitability and applicable billing arrangements. Storage is separate from the online pick-and-pack calculator.
Goods remain your property unless lawfully transferred. Nothing in these terms gives us a general right to sell or dispose of your stock. Any action concerning unsafe, abandoned or uncollected Goods must comply with applicable law and the agreed procedure.
5. Order fulfilment and 3PL
Orders may be transmitted through an agreed integration or portal process. You are responsible for SKU mapping, stock availability, delivery details and the accuracy of imported order data. Confirm acceptance of a change rather than assuming a sent message has amended an order.
We provide receiving, storage, picking, packing, dispatch and reporting services as agreed. Cut-offs, working days, capacity and dispatch targets are confirmed for your account. Dispatch means handover for carriage; it is not a promise that the recipient will receive the parcel that day.
Cancellation or amendment requests must reach us before the affected order is processed. Once packing or carrier processing has begun, changes may be impossible. Any recovery or return must be separately arranged, and charges already properly incurred may remain payable.
For 3PL and multi-channel work, the Service Order should identify B2B and B2C requirements, stock allocation, reporting, replenishment and any forecasting or capacity arrangements. Forecasts do not reserve extra capacity unless we agree to do so.
6. Amazon FBM and marketplace orders
Amazon FBM support covers the fulfilment tasks agreed with us. You retain responsibility for your seller account, listings, product compliance, customer communications, refund decisions and marketplace requirements unless a specific additional task is accepted in writing.
Agree integration permissions, dispatch instructions, tracking updates and returns routing before launch. Our services do not guarantee marketplace rankings, account performance, Seller Fulfilled Prime eligibility or protection from marketplace sanctions. Tell us promptly about changes to your required workflow.
7. Hand fulfilment, kitting and gift wrapping
Provide a component list, quantities, assembly sequence, packaging specification and any personalisation instructions. Where a sample or artwork proof is agreed, give clear approval before production. Approval covers the presentation and content shown; it does not excuse a failure by us to follow the approved specification.
You are responsible for the accuracy of supplied messages, artwork and instructions and for permission to use them. We will raise obvious uncertainties for clarification. Substitutions require approval. Tell us how to handle shortages or damaged components.
Gift wrapping, tissue, ribbons, printed inserts and other finishing steps are included only to the extent stated in your quote. Decoration does not replace protective transit packaging. Christmas or other time-sensitive work needs an agreed production and dispatch plan; gift presentation is not a delivery guarantee.
8. Customer-supplied branded packaging
We can use your own suitable packaging at no extra charge for using those materials. Standard picking, packing, shipping and any separately agreed specialist services remain chargeable. This does not mean SmartShip supplies custom-printed materials free of charge.
Send the correct quantities and sizes and agree the packing method. Packaging must be suitable for the Goods and carrier journey. We may pause affected orders to resolve unsuitable or insufficient materials rather than make an unapproved substitution.
Box supply starts from €0.85 per box, excluding VAT, and varies with the dimensions required. The calculator uses the starting rate; the final supply price is confirmed for the box size in your quote. That supply charge does not apply to boxes supplied by you. In the calculator, enter zero supplied boxes when all boxes are your own.
9. Mail fulfilment and printing
Agree the print specification, paper stock, envelope format, folds, inserts, labels, quantities, address-data format and postal method before production. Check proofs and sample packs carefully. Printing or assembly changes after approval may require a revised quote and timetable.
You are responsible for the accuracy and lawful use of mailing lists, artwork and messages, including any marketing permissions required. Agree an appropriate method to transfer recipient data. We do not independently verify every address or the legal basis for a mailing unless a specific service is agreed.
Machine suitability depends on the materials and pack. Work requiring manual folding or insertion is scoped separately. Postal preparation and dispatch are distinct from delivery; postal network conditions and address quality can affect arrival times.
10. Parcel forwarding, consolidation and repacking
Use the receiving address and account reference assigned to you. A parcel arriving without adequate identification may take longer to match to your account. Retailer purchase terms and your right to return a purchase remain matters between you and the retailer.
Consolidation and repacking require your instructions. Agree whether retail packaging should be retained or removed and whether purchases may be combined. We do not discard packaging or include an unapproved substitute merely to reduce a quoted price.
Final packed weight, dimensions, contents and destination determine the applicable carrier service and price. Forwarding does not override prohibited-item rules, customs requirements, destination restrictions or the need to settle agreed charges before dispatch. Storage allowances and return arrangements must be confirmed for your booking.
SmartShip and ParcelForwarding.ie: purchase and payment verification
For parcel forwarding through SmartShip or our sister company ParcelForwarding.ie, proof of purchase and evidence of how the items were paid for are required where the value of the items in a package exceeds €300. We may also request reasonable verification for other shipments where a specific fraud concern arises. Forwarding will be paused until the requested verification has been completed.
Evidence may include the retailer’s invoice or order confirmation showing the items, seller, order reference and value, together with a corresponding payment receipt or a suitably redacted bank, card or payment-provider transaction record showing the purchaser or payer, merchant, payment date and amount. Explain any difference between the account holder, purchaser, payer and recipient. Use the submission method specified in our request. Never send passwords, PINs, CVV codes or full payment-card numbers; redact unrelated transactions and unnecessary account details.
If requested evidence is not provided
We will explain what information is required and give a reasonable response deadline. If you do not provide sufficient evidence by that deadline, we will decline onward forwarding, arrange return of the package to the sender and close your parcel forwarding account under our fraud-prevention procedures, subject to applicable law and any carrier or authority instructions. We will notify you of the decision and explain any properly applicable return charges. A failure to provide documents is not, by itself, a finding that fraud has occurred.
Suspected fraudulent activity and reporting
Where there are reasonable grounds to suspect fraudulent activity involving the parcel forwarding service, SmartShip or ParcelForwarding.ie will report the matter to the relevant local law-enforcement authority, including An Garda Síochána where appropriate. We may also notify relevant banks, card issuers, payment providers, retailers or other institutions where there is a lawful basis and this is necessary and proportionate for fraud prevention or investigation. We will cooperate with lawful requests and preserve relevant records as required. Information shared will be limited to what is necessary, handled under applicable data-protection law and our privacy arrangements. Packages will not be returned or released contrary to a lawful hold or authority instruction.
11. Carriers, customs and prohibited items
Carriage may be performed by a postal or courier provider. The relevant provider’s conditions, route limits, packaging rules and compensation provisions must be checked for the service selected. Carrier restrictions are summarised on our prohibited and restricted items page; that guide is not permission to ship.
Do not tender illegal or prohibited Goods. Restricted or dangerous Goods require full disclosure and our prior written acceptance together with any carrier approval, permits, documentation and compliant packaging. A booking or label does not establish acceptance of undeclared contents.
Provide accurate commodity descriptions, values, origin and other customs information. Unless agreed otherwise, you or the designated importer are responsible for classification, licences, duties, taxes and customs declarations. We act as a customs representative only if separately appointed and authorised.
Carrier collection and delivery dates are estimates unless a particular guarantee is expressly part of the accepted service. Customs checks, failed delivery and network disruption may affect delivery. Charges for redelivery, return or additional clearance must have a contractual or legal basis and be explained.
12. Charges, VAT and payment
The current standard pick-and-pack rates shown on the pricing page are €1.25 for the first item per order and €0.35 for each additional item. Box supply starts from €0.85 per box and varies by dimensions. IE/NI shipping is shown at €6 per order on the calculator’s one-parcel assumption. These prices exclude 23% VAT.
The calculator is an estimate for display, not an accepted quotation, invoice or reservation. Storage is excluded. Your Service Order confirms the chargeable work, shipping suitability, any additional costs and payment arrangements. VAT is charged where required at the applicable rate.
Pay-as-you-go or approved credit terms apply as agreed; credit is not automatic. Pay invoices by their stated due date and raise a query promptly with the relevant reference. We may pause new work for overdue undisputed charges after notice, subject to mandatory law and obligations concerning Goods already held.
Prices and quotations may be reviewed annually to reflect changes in operating costs, including statutory minimum-wage increases and supplier price increases, which may be around 4% per year. Any resulting adjustment will reflect the applicable cost changes and your agreed terms. We will communicate revised rates and their effective date in advance; changes apply prospectively, not retrospectively to completed work.
13. Returns, cancellation and refunds
Returns need an agreed address, reference and instructions for inspection, reporting, restocking or other action. Receipt of a return does not by itself mean the Goods are resaleable or that you have approved a refund to your customer.
For business bookings, contact us immediately if work is no longer required. A refund depends on the work already performed, agreed non-recoverable commitments and the applicable booking terms. We will explain any deduction rather than apply an unspecified blanket cancellation charge.
If you contract as a consumer, mandatory rights take priority over these business provisions. Where the statutory distance-contract cancellation right applies, the usual period for a service contract is 14 days from agreement. Exceptions can apply, including to some transport or storage bookings for a specific date or period.
Where applicable, starting services within a cancellation period requires your express request and the required information. A lawful proportionate charge may be payable if you cancel after performance begins. The right is lost after full performance only when the statutory conditions, including required consent and acknowledgment, are satisfied.
Nothing here removes statutory remedies for services not supplied or not provided with the required care and skill. We will assess a request to put matters right, a price reduction or a refund in line with the applicable law.
Undelivered parcels — Pick & Pack and Parcel Forwarding
If a parcel sent through our Pick & Pack or Parcel Forwarding service cannot be delivered, the carrier may return it to SmartShip and debit the return shipping charge to our account. Carrier return charges actually incurred will be passed on to the Client at cost, subject to the Client’s statutory rights and any responsibility SmartShip has for a failure to perform the agreed service.
For parcels returned to Ireland from a non-EU country, customs duty, import VAT and clearance charges may also arise. Any such charges actually payable and incurred by SmartShip will be passed on to the Client at cost. Returned Goods Relief may be available where its conditions and documentary requirements are met; import charges are not automatic simply because a parcel is returned.
A processing fee of 2% applies to the total return costs passed on to the Client, comprising the carrier’s return charge and any customs duty, import VAT and clearance charges actually incurred. The invoice will show the underlying costs and the 2% processing fee separately. VAT on SmartShip’s processing fee will be applied where required by law.
For example, if return shipping costs €40 and return customs or clearance charges total €50, the costs passed on are €90 and the processing fee is €1.80, giving €91.80 before any VAT applicable to that fee. No processing percentage is calculated on the Goods’ value.
Please provide accurate delivery details and any export or return documents needed to identify the Goods and support an available relief. Contact SmartShip promptly to agree what should happen after a parcel is returned; a further dispatch requires a new shipping arrangement and applicable charges. Any later refund or correction of third-party charges will be reflected in the Client’s account, including a corresponding adjustment to the processing fee.
14. Loss, damage, insurance and claims
Order fulfilment and Pick & Pack: stock insurance at cost price
Customer stock received and held by SmartShip for our Order Fulfilment or Pick & Pack service is insured on the basis of the items’ cost price, subject to the applicable stock insurance policy, its limits, exclusions and claims conditions. The valuation basis is the customer’s actual purchase or production cost of the stock, not its retail selling price, anticipated profit or resale margin. This valuation basis does not guarantee payment of every claim.
Customers are responsible for providing SmartShip with accurate cost prices when sending stock to us. Include the cost price per item or SKU, the quantity supplied, the currency and the total cost value of each stock delivery with the incoming stock information. Tell us about any cost-price changes when sending subsequent stock, and retain supplier invoices or other records supporting the declared cost values.
If cost information is missing or inaccurate, we may need further evidence to establish the insured value, and assessment or settlement of a claim may be delayed or affected under the applicable policy. Stock insurance while goods are held by SmartShip is separate from carrier transit cover; shipment cover remains subject to the carrier and service conditions described below. Nothing in this section limits mandatory statutory rights.
Standard cover — up to €100 per shipment
SmartShip’s standard shipment insurance cover is up to €100, subject to the applicable carrier’s insurance, liability and claims policy. For shipments carried by DPD, UPS, FedEx or GLS, eligibility, exclusions, evidence requirements, notification deadlines and settlement are governed by the conditions applicable to the booked service. The amount recoverable may be less than €100; this is a maximum, not a guaranteed payment or a statement that every carrier provides identical cover.
Parcel forwarding and unchecked incoming packages
For parcel forwarding, insurance cover may not apply where a package travels from the supplier to our warehouse, is received without an inspection of its contents, and is then forwarded by SmartShip to the final destination. Without an inspection, the condition and completeness of the contents on arrival cannot be verified, and damage or shortages may have occurred during the supplier-to-warehouse transit.
Request an inspection before onward dispatch
If you request an inspection and SmartShip completes and records it before forwarding, our standard cover of up to €100 is available for the eligible onward shipment, subject to the booked carrier’s insurance and claims policy and any applicable exclusions. An inspection does not insure the supplier-to-warehouse journey or retrospectively cover damage or shortages already present when the package arrived. Agree the inspection scope with SmartShip before the package is dispatched onward.
Reporting loss or damage
Contact SmartShip as soon as you discover loss, damage or a shortage so that the applicable carrier deadlines can be met. Provide the shipment reference, proof of purchase or value, photographs and any inspection record. Keep the Goods and all packaging until the claim is resolved or you are told they may be disposed of. A claim is assessed under the relevant policy; submitting it does not guarantee acceptance. Declared value is not the same as insurance.
Transit damage: photographs and packaging retention
If a package arrives damaged or you discover damage that may have occurred while it was in the carrier’s care, notify SmartShip promptly and take multiple clear photographs as soon as possible. Where safe and practical, photograph the parcel exactly as delivered before opening or moving its contents.
- Photograph all sides of the outer box, including any dents, tears, holes, crushing, wet areas, seals and tape.
- Take a clear photograph of the shipping label and tracking number, and record how and in what condition the parcel was delivered.
- Photograph the inside of the box, all internal cushioning and protective materials, and how the items were positioned and protected.
- Take overall photographs and close-ups of each damaged item from several angles, showing the damage clearly.
Retain the original outer box, all inner packaging, labels and damaged contents in the condition received, so far as safe and practical. Do not discard, repair, alter or return them until SmartShip or the carrier confirms that inspection is complete or gives further instructions. Make them available for the carrier’s investigation or collection if requested.
These evidence and retention requirements apply to claims under both standard insurance cover and any extra insurance cover specifically agreed and confirmed for the shipment. Photographs, proof of value and retained packaging help the carrier investigate and process a claim. Missing evidence or disposal of packaging may delay the investigation or affect the claim under the applicable carrier or insurance policy. Extra cover does not guarantee settlement, and all applicable notification deadlines, exclusions and policy conditions still apply. Nothing in this section limits mandatory statutory rights.
Carrier policies
General liability and statutory rights
For business Clients only, and to the extent permitted by law, our aggregate contractual liability is limited to the service fees paid to SmartShip in the 12 months preceding the event giving rise to the claim, unless a separately agreed provision or mandatory transport regime requires otherwise. We do not accept liability for indirect business loss, including lost profits, to the extent lawfully excludable.
No provision excludes or limits liability where that would be unlawful, including fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or mandatory consumer or transport-law rights. A carrier’s own limit does not automatically determine every claim against SmartShip.
15. Confidentiality, personal data and intellectual property
Each party must protect confidential information received for the services and disclose it only where reasonably necessary to perform the agreement or comply with law. You retain rights in your artwork, brands and supplied content; you give us permission to use them only as needed to perform the agreed work.
Our privacy and cookie policies explain website and account-related processing. Where we process recipient or order data on your behalf as a processor, an appropriate Article 28 GDPR data-processing agreement is required before that processing begins. These general service terms do not replace that agreement.
Share only necessary data, use agreed transfer methods and promptly report a suspected data incident. Roles, retention, subprocessors and any international transfer safeguards must be addressed in the relevant processing arrangements.
16. Suspension, ending the service and stock collection
For an ordinary account closure, give at least seven days’ notice so remaining stock and handover can be organised, unless your written agreement or mandatory rights provide otherwise. Settle properly due charges and agree stock reconciliation, collection, return and any outstanding work.
We may suspend affected work where instructions are unlawful or unsafe, essential information is missing, or a serious contractual breach remains unresolved. We will give notice and a reasonable opportunity to remedy where appropriate; urgent safety or legal issues may require immediate action.
Ending the agreement does not transfer ownership of Goods or extinguish accrued rights. Retention, return and deletion of data follow the applicable agreement and law. We will explain any lawful restrictions affecting collection rather than assume an unrestricted right to dispose of stock.
17. Disruption, changes, governing law and contact
If events outside reasonable control affect performance, the affected party must give notice where practicable, take reasonable steps to reduce the impact and discuss alternative arrangements. This does not automatically remove payment or refund rights that mandatory law provides.
We may update these terms for future bookings, with the version supplied at acceptance governing that booking unless a valid agreed change applies. A new website date alone does not rewrite an existing contract. If a provision is invalid, the remaining provisions continue so far as legally possible.
Irish law governs this agreement. Irish courts have jurisdiction, without removing any mandatory rights a consumer has to rely on the law or courts of their habitual residence.
For service questions, complaints, cancellation notices or claims, email info@smartship.ie with your account or shipment reference. Postal correspondence: Smart Logistics Limited t/a SmartShip, Unit 1A, Heatherview Business Park, Athlone Road, Co. Longford, N39 KD82, Ireland.