Sending Parcel / Mail

1. All parcels and letters should be correctly addressed.
2. Parcels should include telephone numbers for both sender and receiver.
3. Parcels should be packed in the presence of our counter officer.
4. All fragile items shall be sent at the sender’s risk.
5. Customers are encouraged to check if their shipment is not prohibited. MPC will
   not be liable for any losses or returns of prohibited items.
6. Items with sharp or pointed edges should be securely covered with cardboard or
   thick cloth for local courier, such objects are not acceptable for international
   parcels.
7. labels such as ‘fragile and handle with care’ should not be a substitute for good
   packaging.
8. Customers should ensure that they correctly declare the type and value of goods
   and sign for it on the waybill.
9. Customers should ensure that their parcels have been sealed securely.
10. Maximum weight for international parcels is 30 kgs and 20 kgs for EMS which
    are subject to the maximum acceptable weight limit prescribed by the destination
    country.
11. The sender of cash-on-delivery (COD) items will be required to provide the
    recipient’s name, address, and contact telephone (mobile) number. The receiver will
    be requested to make a payment according to the invoice and provide valid
    identification to collect the shipment.

Receiving Parcel / Mail

1. Customer is required to provide correct personal information like the name of the
   receiver, Post office box number, the origin of the parcel, and waybill number.
2. Customers are requested to present a valid identification.
3. Customers are expected to check their items at the counter in the presence of a
   delivery (counter) officer to verify contents.
4. Postal article is deemed to have been delivered if it is:
   • Delivered into the personal letter box or personal bag of the addressee
   • Left at the house or office of the addressee;
   • Left with the addressee, or with his employee or agent, or another entity
   • authorized to receive it;
   • Left at a place where the addressee is a guest or is a resident, whether the place is a hotel, hostel or any lodging of a similar nature;
   • Or left with the proprietor or manager of the addressee.

COMPESATION AND REFUND

International Parcel

1. The compensation to be paid in respect of International Parcels for the loss of,
   total theft from, or total damage shall be 40 SDR.
2. The indemnity for the loss of, total theft from or total damage to a registered M
   bag shall be 150 SDR. Charges paid by the sender for posting the item, except the
   registration charge, shall be added to these values to determine the total
   compensation payable.
3. The indemnity rate for international express and international registered parcels is
   30SDR. Charges paid for posting the item shall be added. In case of partial loss or
   damage, compensation shall be limited to the value of the loss not surpassing
   30SDR.

Courier & Local Mail

1. MPC will be liable to pay compensation for loss, damage, non-delivery, and
   misplacement of local courier items. Where an item is lost or damaged beyond repair
   then the compensation shall be the amount it will cost the customer to acquire or
   purchase the item subject to adjustment to take account of condition, age, and
   depreciation. Where an item is damaged, it is the cost of repair.
2. Claims for loss must be made within 60 calendar days of the date of posting or no
   claim will be entertained. MPC has no legal liability for any loss if, at the time of the
   claim, 60 days has expired from the date of posting.
3. MPC shall not be liable to pay compensation where:-
   • The sending of the postal article is prohibited.
   • The loss has arisen due to the posting or receiving the customer’s act or omission.
   • The loss has risen due to circumstances outside the control of MPC including exceptional severe
   • weather conditions and vandalism and acts of third parties with whom MPC has no contractual
   • relationship.
   • The loss is due to latent or inherent defect, natural deterioration, and improper packaging.
   • The addressee of the postal article has signed for and retained the postal article without objection.

Undelivered Parcel / Mail

1. if MPC fails to identify the addressee or the sender, we will hold the postal article for a period of up to six months from the date of the examination and, if during that period any
   entity proves to be entitled to receive the postal article, delivery will occur to that entity.
2. If no delivery of the postal article is made after six months, the article or its contents will be disposed off.

Claim Procedure

1. A claim should be reported to a Post Officer, Courier Officer or Supervisor.
2. Customer will be required to fill out a complaint form and attach a waybill and a receipt.
3. MPC reserves the right to request additional documentation and/or information from the claimant, sender or recipient to protect against unwarranted or duplicate
   claims.
4. MPC will investigate the inquiry and the refund process will take 14 days.

For further clarification, please forward your inquiries to our customer care office on +265 884 602 602/+265 995 602 602.