01Where we ship
HaulMio currently focuses on the United States and Canada, with selected service to the United Kingdom, European Union, and other destinations shown at checkout.
Availability depends on:
- the destination country;
- the carrier's service area and current restrictions;
- the item's battery, liquid, powder, magnetic, brand, or oversize status;
- the parcel's weight and dimensions; and
- customs and import rules.
We may decline a request or destination where we cannot ship lawfully or reliably. If we do, we will explain the reason and discuss alternatives.
02How we choose a carrier
We compare available carrier services using the parcel's destination, weight, dimensions, cargo type, and transit estimate. You may see more than one option in a quote.
The carrier's terms, weight rules, restricted-item rules, tracking, and claims process apply. We do not guarantee a specific carrier, route, transit time, or delivery date unless we expressly agree in writing.
03Customs, duties, and taxes
United States and Canada
US and Canada shipping prices include import duties, taxes and customs clearance under the forwarder's DDP (delivered duty paid) service. We do not add a separate duties line, and no separate import tax is collected from you on delivery. The forwarder handles import clearance and the taxes covered by its contract.
Customs can still:
- inspect, hold, or delay a parcel;
- re-assess the value or classification;
- request additional information; or
- apply an exclusion that the forwarder does not cover.
The forwarder contract and its exclusions control the scope of the DDP service. If customs assesses an amount outside that scope, we will contact you before taking further action where practicable.
EU and UK
For EU and UK destinations, estimated VAT, IOSS, duties, and handling fees are added to the quote or checkout total and paid with the order. They are separate from the shipping price and are not included in the shipping charge. Customs may still adjust the final assessment.
Other destinations
For other destinations, the quote may show estimated VAT, duties, and handling fees. Unless the quote says DDP, those amounts are estimates and you are responsible for any additional tax, duty, carrier fee, or customs charge assessed on delivery.
For DAP destinations, duties and taxes are collected on delivery by the carrier or customs authority.
Importer of record
Unless we expressly agree in writing, HaulMio does not act as importer of record. You are responsible for any registration, tax, or import obligation that applies to you.
04Prohibited items
We cannot buy, handle, or ship items that are prohibited by the destination, the seller, the carrier, or applicable law. Common examples include:
- weapons, firearms, ammunition, knives, and replica or imitation weapons;
- explosives, fireworks, flammable liquids, and compressed gases;
- toxic, radioactive, corrosive, or hazardous materials;
- illegal drugs, controlled substances, and drug paraphernalia;
- human remains, organs, blood, and biological samples;
- live animals, plants, seeds, and protected wildlife products;
- counterfeit goods, replica brands, and items that infringe trademarks, copyrights, or patents;
- stolen goods and items obtained unlawfully;
- currency, negotiable instruments, and bearer securities;
- pornography involving minors or unlawful sexual content;
- items that incite violence, terrorism, or hatred;
- perishable food, alcohol, tobacco, and prescription medicines where restricted;
- items that the destination or carrier prohibits for safety, security, or regulatory reasons.
This list is not exhaustive. The carrier and customs authority make the final decision.
05Restricted items
Some items are not banned but need extra review, packaging, documentation, or a specialist channel. Examples include:
- lithium batteries, power banks, and devices with batteries;
- liquids, creams, perfumes, cosmetics, and aerosols;
- powders and granular products;
- magnets and magnetic devices;
- branded goods and items that need brand authorization;
- oversized, overweight, or irregular parcels;
- high-value items that need insurance or signature;
- food, supplements, and health-related products; and
- items that may need an MSDS, declaration, or importer registration.
We may ask for more information, use a different carrier service, charge a surcharge, or decline the item. The carrier may reject a parcel even after we accept it; in that case we will contact you and follow the carrier's return or disposal process.
06Inspection and refusal
We may open or inspect a parcel to check what was received, confirm quantity, or verify that it is safe and legal to ship. We do not open sealed items unless agreed in advance.
If we discover a prohibited or misdeclared item, we may:
- pause the request and ask you for instructions;
- cancel the request;
- return the item to the seller where possible;
- dispose of it where lawful; or
- take another reasonable step.
You are responsible for costs we reasonably incur, including return, storage, disposal, carrier, and customs costs.
07Seizure, hold, or return by customs
Customs may hold, inspect, seize, or return a parcel. We will share the information we receive and help with reasonable follow-up, but we cannot guarantee release or a particular outcome.
Unless the law or our refund policy says otherwise, customs seizure, destruction, or return is not a HaulMio error. Refunds and claims are handled under the Refunds & Cancellations policy and the carrier or forwarder terms.
08Address, phone, and delivery
You must provide a complete and accurate address, postal code, country, phone number, and email. A missing or incorrect phone number can cause a carrier to reject a waybill.
If an address is incomplete or wrong, we may pause the shipment and ask you to correct it. Address changes after dispatch may not be possible; the carrier may charge a fee or return the parcel.
Delivery times are estimates. A parcel may be delayed by customs, weather, carrier operations, strikes, holidays, or events outside our control.
09Weight, dimensions, and repacking
Carriers charge by actual or volumetric weight, whichever applies to the service. We measure the parcel and may repack or consolidate items to reduce volume.
A carrier may re-weigh or re-measure a parcel. If the carrier's measurement differs, the shipping cost may change. We will show the updated amount before charging where practicable.
10Tracking and delivery
We share tracking where the carrier provides it. Tracking may be limited or delayed for some routes.
If a parcel is marked delivered but you cannot find it, check with neighbours, building reception, and the carrier first. Then contact us within 7 days so we can help open a carrier investigation.
11Lost, damaged, or different items
Report a lost, damaged, or materially different item within 7 days of delivery. Include:
- your request reference;
- photos of the parcel, label, packaging, and item;
- an unboxing video if you have one; and
- a short description of the problem.
We will review the evidence and the carrier's claim rules. Remedies may include a repair, replacement, partial refund, or refund, depending on the facts and the applicable policy. Nothing in this policy limits a statutory right that cannot be limited by agreement.
12Contact
Shipping questions: hello@haulmio.com