What Is Busfreighter.com's Refund Policy? Refund and Customer Service FAQs

In addition to great rates, Busfreighter.com prides itself on exemplary customer service.

Keeping reading for answers to some of our other most commonly asked questions about Busfreighter.com’s customer service.

How can I reach customer service?
We have three ways for you to reach our customer service representatives:

  • By e-mailing sales@busfreighter.com
  • By calling our Busfreighter.com customer service line at 1-214-227-9792
  • By calling Greyhound customer service at 1-866-SHIPGPX

What is Busfreighter.com's refund policy?

Busfreighter.com provides for full refunds when orders are cancelled prior to shipping (shipment pick-up or shipment drop off, whichever applies).

The deferred shipments sold by Busfreighter.com are not eligible for refunds due to delayed arrival as GPX standard services are not time-definite or guaranteed services. However, refund requests for excessively delayed shipments are accepted by emailing our customer service department at sales@busfreighter.com. Refund approvals and amounts (if applicable) are at the sole discretion of Busfreighter.com.

BusFreighter.com does not facilitate refunds after your shipment has been picked up or dropped off and shipped by Greyhound Package Express (GPX). This type of refund request is almost always associated with the GPX claims process.

What is the procedure for requesting a refund for GPX shipping charges?

Refunds must be applied for by the customer to Greyhound Package Express within 90 days from the date of shipment. No refunds of shipping charges will be made for Standard service level. If shipment is lost or damaged, reimbursement must be requested through the claims process.

If Greyhound Package Express fails to deliver the shipment as contracted in any other service level, a refund of the total shipping charges and fees will be made to the paying party. The Package Express Refund Department will process all refund requests except in cases of collect shipments, which are to be processed by the destination station.

To request a refund:

  • Fill out Greyhound Package Express Form 4102U.
  • Obtain a copy of the waybill.
  • Select the desired method of refund.
  • Email a copy of both the signed Form 4102U and the waybill to Greyhound.express@greyhound.com.
  • If email is not available, fax a copy of both the signed Form 4102U and the waybill to 1-214-849-6808.
  • If no fax is available, mail the above items to the address in the instructions on the form, contact Greyhound Customer Service by email at Greyhound.support@greyhound.com or call 1-800-739-5020. GPX Representatives are available from 7:00 a.m. – 7:00 p.m. CT, Monday through Friday.

What is the GPX claims procedure?

Customer claims are required to be filed in writing: A claim for loss or damage to a Greyhound Package Express shipment will not be voluntarily paid by a Carrier unless filed in writing, with the Receiving or Delivering Carrier, or the Carrier issuing the waybill or the Carrier on whose line the alleged Loss or Damage occurred, within the specified time limits.

Minimum filing requirement: 

  • A communication in writing from a Claimant, filed with a proper Carrier within specified time limits containing facts sufficient to identify the Shipment(s) of Property involved.
  • Asserting liability for an alleged loss or damage.
  • Making claim for the payment of a specified or determinable amount of money, supported by receipts and/or invoices; and
  • In the case of Baggage in Express Service shipments, the carriers reserve the right to require the original or a photocopy of the Passenger's copy of the Ticket purchased and used for transportation.
  • A copy of the waybill, in support of the Claim for Loss, Damage or Delay of the Shipment(s); will be considered as sufficient compliance with the provisions for filing Claims.

Time limits for filing claims:

  • As a condition precedent to recovery, claims for lost Package Express Shipments must be filed in writing with the Originating or Delivering Carrier, or the Carrier on whose lines the loss occurred, within one-hundred eighty (180) days from the time the Express Shipment was made.
  • Carriers, parties to this Tariff, will be allowed a reasonable time in which to locate lost Package Express before making settlement, which will be not longer than sixty (60) days from the date of notice of such loss. The date on which the tracing form was received by the Carrier or Carriers' Agent will be considered as the first day commencing a sixty (60) day period before which a Claim will be settled by a firm offer or by a denial.
  • Upon receipt of a written Claim for Loss to Package Express transported, the Carrier will either (1) pay, (2) decline, or (3) make a firm compromise settlement offer in writing, within one hundred twenty (120) days after receipt of the claim; provided, however, that if the Claim cannot be processed and disposed of within one hundred twenty (120) days after receipt thereof, the Carrier will, at that time and at the expiration of each succeeding sixty (60) day period while the Claim remains pending, advise the Claimant in writing of the status of the Claim and the reason for the delay in making final disposition thereof and the Carrier will retain a copy of such advice to the Claimant in its Claim File thereon.
  • Concealed and/or Exterior Loss or Damage shall be reported in writing to the Delivering Carrier at destination within seven (7) days after delivery of the Property, and the Carrier shall be given the privilege of making an inspection of the Property. A Claim involving concealed and/or exterior Loss or Damage must be filed within one-hundred eighty (180) days after delivery of the Property.
  • A Claim involving concealed and/or exterior Loss or Damage must be filed within seven (7) days after delivery of the Property. Carriers shall have the full benefit of any insurance that may have been affected upon or on account of Package Express, which has been damaged or lost, insofar as this shall not void the policies or contracts of insurance.
  • Any suit or action at law to enforce a Claim must be instituted within two (2) years and one (1) day after the date of notice in writing is given by the Carrier to the Claimant that the Claim or any part of parts thereof have been disallowed by the Carrier. Where a Claim is not filed or a suit is not instituted thereon in accordance with the foregoing provisions, Carrier will not be liable, and such Claim will not be paid.

Documents not constituting claims:

  • Bad Order Reports, Appraisal Reports of Damage, notations of shortage or damage, or both, on waybills, Delivery Receipts, or other documents, or Inspection Reports issued by Carriers or their inspection agencies, whether the extent of loss or damage is indicated in dollars and cents or otherwise, will not, standing alone, be considered by Carriers as sufficient to comply with the Minimum Filing Requirements.
  • Claims filed for uncertain amounts: Whenever a Claim is presented against a Carrier for an uncertain amount, such as "$100 more or less," the Carrier, against whom such Claim is filed, will determine the condition of the Shipment involved at the time of delivery by it, if it was delivered and will ascertain, as nearly as possible, the extent, if any, of the loss or damage for which it may be responsible; however, the Carrier will not voluntarily pay a Claim under such circumstances unless and until a formal Claim in writing, for a specified or determinable amount of money.

Other claims:

  • If investigation of a Claim develops that one or more other Carriers has been presented with a similar Claim on the same Shipment, the Carrier investigating such Claim will communicate with each such other Carrier and, prior to any agreement entered into between or among them as to the proper disposition of such Claim or Claims, will notify all Claimants of the receipt of conflicting or overlapping Claims and will require further substantiation, on the part of each Claimant, of his title to the Property involved or his right with respect to such Claim.
  • Delayed express:  No claims will be paid on delayed express.

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