Effective Date: 19 September 2026
Last Updated: 19 September 2026

This Shipping Policy explains how INS-CO handles the shipment and delivery of physical Products purchased from or supplied by INS-CO.

INS-CO provides a range of technology, IT, infrastructure, hosting, consulting, engineering, and digital Services. Many of our Products and Services are delivered electronically or remotely and therefore do not require physical shipping.

This Policy applies only to Products that require physical delivery.

This Shipping Policy should be read together with our Terms and Conditions of Sale, Payment Policy, Return and Refund Policy, and Privacy Policy.

1. Scope

This Shipping Policy applies to physical Products supplied by INS-CO, which may include:

• IT equipment;

• networking equipment;

• servers;

• computer hardware;

• replacement parts;

• accessories;

• cables and components;

• technical equipment;

• customer-specific hardware;

• documents or physical materials;

• other physical Products identified as requiring shipment.

The exact shipping arrangements for a particular Order may be stated in the quotation, Order, invoice, or Agreement.

2. Digital and Remote Services

The following generally do not require physical shipping:

• hosting;

• VPS services;

• cloud services;

• dedicated server services where hosted in a data centre;

• VPN and DVPN services;

• CDN services;

• IPFS services;

• software licences delivered electronically;

• SSL certificates;

• domain registrations;

• technical support;

• consulting;

• remote engineering;

• digital documentation;

• other electronically delivered Services.

For these Products and Services, delivery may occur through:

• account activation;

• email;

• customer portal;

• download;

• electronic access;

• remote configuration;

• another agreed digital method.

3. Shipping Destinations

INS-CO may ship physical Products to selected domestic and international destinations.

Available shipping destinations depend on:

• Product availability;

• supplier restrictions;

• carrier coverage;

• import and export requirements;

• customs regulations;

• destination restrictions;

• Product-specific requirements.

Not every Product can necessarily be shipped to every country.

If a requested destination is unavailable, INS-CO will notify the Customer where reasonably possible.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

This may include:

• full name;

• company name;

• street address;

• building or unit number;

• city;

• postal code;

• country;

• telephone number where required by the carrier.

INS-CO is not responsible for delivery failures caused by an incorrect or incomplete address supplied by the Customer.

5. Business Delivery Addresses

Business Customers should provide an address where shipments can be reliably received during normal delivery hours.

Customers should ensure that:

• someone is available to receive the shipment;

• security or reception staff are informed;

• delivery restrictions are communicated in advance;

• special access requirements are disclosed.

Additional delivery attempts or storage charges caused by Customer instructions may be charged to the Customer where permitted.

6. Shipping Methods

Depending on the Product, destination, urgency, and availability, INS-CO may use:

• standard courier delivery;

• express courier delivery;

• freight services;

• postal services;

• specialist logistics providers;

• supplier-direct delivery;

• local delivery;

• other appropriate transportation methods.

The available shipping method will be communicated before shipment where applicable.

7. Shipping Costs

Shipping costs may depend on:

• destination;

• package size;

• package weight;

• number of packages;

• shipping speed;

• insurance;

• customs requirements;

• special handling;

• carrier charges.

Unless expressly stated otherwise, shipping costs are not included in the Product price.

Any applicable shipping charges will be communicated to the Customer before the Order is confirmed where required.

8. Free Shipping

INS-CO may offer free or discounted shipping for selected Products, promotions, locations, or Order values.

Free shipping offers may be subject to:

• minimum Order values;

• selected destinations;

• selected Products;

• standard delivery only;

• promotional periods;

• other conditions disclosed at the time of purchase.

Free shipping does not necessarily include customs duties, taxes, import fees, or special handling charges.

9. Processing Time

Before shipment, an Order may require:

• payment confirmation;

• stock verification;

• technical configuration;

• product preparation;

• packaging;

• testing;

• documentation;

• customs documentation.

Processing times may vary by Product.

Where a specific processing or dispatch time is stated in a quotation or Order, that timeframe will apply subject to applicable conditions.

10. Estimated Delivery Times

Any delivery timeframe provided by INS-CO is an estimate unless expressly agreed as a binding delivery date.

Delivery times may be affected by:

• carrier delays;

• customs;

• weather;

• public holidays;

• strikes;

• supply shortages;

• transport disruptions;

• incorrect address information;

• import restrictions;

• events outside INS-CO’s reasonable control.

INS-CO will use reasonable efforts to assist with significant delivery delays.

11. Tracking Information

Where available, INS-CO may provide tracking information after a shipment has been dispatched.

Tracking information may be provided by:

• email;

• customer portal;

• courier notification;

• another electronic communication method.

Tracking information is generally provided by the carrier and may not update immediately.

12. Signature on Delivery

Certain shipments may require a signature or other proof of delivery.

The requirement may depend on:

• Product value;

• carrier;

• destination;

• insurance;

• shipping method.

Customers should ensure that authorised personnel are available where a signature is required.

13. Delivery to Third Parties

Customers may request delivery to an address other than their billing address where available.

The Customer is responsible for ensuring that the recipient is authorised to receive the shipment.

Once delivery has been confirmed to the authorised address, INS-CO may treat the shipment as delivered, subject to applicable law.

14. International Shipping

International shipments may be subject to:

• customs inspection;

• import restrictions;

• customs duties;

• VAT;

• sales taxes;

• brokerage fees;

• handling charges;

• import documentation;

• licensing requirements.

These requirements vary by destination.

15. Customs Duties and Import Taxes

Unless expressly stated otherwise, the Customer is responsible for applicable:

• customs duties;

• import VAT;

• sales taxes;

• brokerage fees;

• customs processing fees;

• government charges;

• other destination-country charges.

INS-CO does not control the amount of customs duties or taxes imposed by destination authorities.

16. Customs Documentation

For international shipments, INS-CO or its logistics provider may be required to provide information such as:

• commercial invoice;

• Product description;

• declared value;

• country of origin;

• tariff or customs classification;

• recipient information;

• shipping documentation.

Customers must provide accurate information reasonably required to complete customs procedures.

17. Customs Delays

Customs authorities may delay a shipment for inspection, documentation, duties, or other reasons.

INS-CO is not responsible for delays caused by customs authorities or requirements outside our reasonable control.

If customs requires additional information from the Customer, the Customer should provide it promptly.

18. Restricted or Prohibited Shipments

Some Products may be subject to shipping restrictions because of:

• hazardous materials;

• batteries;

• radio equipment;

• export controls;

• sanctions;

• telecommunications regulations;

• customs restrictions;

• destination-country laws.

INS-CO may refuse or cancel a shipment where shipping would be unlawful or commercially impractical.

19. Risk During Shipping

Risk of loss or damage during transportation will be determined according to the applicable Agreement, delivery terms, and mandatory law.

Where the Customer is a consumer, mandatory consumer protection rules regarding delivery and risk remain applicable.

For business Customers, the applicable quotation, Agreement, or delivery terms may specify when risk transfers.

20. Damaged Packages

Customers should inspect packages when they arrive.

If a package appears:

• damaged;

• opened;

• crushed;

• wet;

• tampered with; or

• otherwise compromised,

the Customer should, where possible:

1. photograph the package before opening;

2. photograph the shipping label;

3. document visible damage;

4. notify the carrier where appropriate;

5. contact INS-CO promptly.

Evidence of damage may be required to support a carrier claim.

21. Damaged Products

If a Product is damaged during delivery, contact:

support@ins-co.com

Please provide:

• Order number;

• invoice number;

• delivery date;

• photographs of the package;

• photographs of the Product;

• description of the damage;

• carrier information;

• tracking number where available.

INS-CO will investigate the issue and determine the appropriate remedy under the applicable Agreement, carrier terms, warranty, and law.

22. Incorrect or Missing Items

If your shipment contains:

• the wrong Product;

• missing components;

• incorrect quantity;

• incorrect configuration; or

• another fulfilment error,

contact INS-CO promptly.

We may request photographs, packaging information, or other documentation to investigate the issue.

Where INS-CO is responsible for the error, we will work with the Customer to provide an appropriate remedy.

23. Lost Shipments

If tracking indicates that a shipment has been lost or has not arrived within a reasonable period, contact INS-CO.

We may investigate with the carrier.

Depending on the circumstances, the remedy may include:

• replacement;

• reshipment;

• refund;

• carrier claim;

• another appropriate solution.

Mandatory consumer rights remain unaffected.

24. Failed Delivery

A delivery may fail because of:

• incorrect address;

• recipient unavailable;

• refusal to accept delivery;

• customs issues;

• carrier restrictions;

• access problems;

• incomplete contact information.

If a shipment is returned to INS-CO because of Customer-provided information or Customer-related circumstances, additional shipping costs may apply to a replacement shipment where legally permissible.

25. Refused Shipments

Customers should not refuse a shipment without first contacting INS-CO where possible.

A refused shipment may result in:

• return shipping costs;

• customs charges;

• storage fees;

• additional delivery charges.

These costs may be charged to the Customer where permitted by the applicable Agreement and law.

Refusal of a shipment does not automatically constitute cancellation or create a right to a refund.

26. Returns

Returns are governed by our Return and Refund Policy and any Product-specific return conditions.

A Customer should not send a Product back without first obtaining return instructions where required.

Unauthorised returns may cause delays in processing.

27. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Where applicable:

• Customer-requested returns may be paid by the Customer;

• returns caused by an INS-CO fulfilment error may be covered by INS-CO;

• defective or non-conforming Products will be handled according to applicable law and warranty terms;

• consumer statutory return rights remain unaffected.

28. International Returns

International returns may involve:

• customs declarations;

• import/export documentation;

• customs duties;

• taxes;

• courier charges;

• brokerage fees.

Customers should follow INS-CO’s return instructions carefully to avoid unnecessary customs charges or delays.

29. Packaging

Customers returning Products should, where reasonably possible, use appropriate packaging to protect the Product during transit.

For certain Products, INS-CO may require:

• original packaging;

• protective packaging;

• specific return labels;

• anti-static packaging;

• specialised shipping containers.

The exact requirements will depend on the Product.

30. Hardware and Equipment

For hardware, servers, networking equipment, and other technical equipment, shipping arrangements may include additional requirements because of:

• size;

• weight;

• fragility;

• value;

• batteries;

• specialist handling;

• rack equipment;

• data security.

Customers may be responsible for ensuring that equipment is properly prepared for return where applicable.

31. Data Security Before Returning Equipment

Before returning a computer, server, storage device, or other equipment containing data, the Customer is responsible for:

• backing up necessary information;

• removing confidential information where appropriate;

• deauthorising accounts;

• removing credentials where appropriate;

• securely deleting data where appropriate.

INS-CO may need to access or erase storage devices when servicing equipment, subject to the applicable Agreement and law.

Customers should not send sensitive personal information unnecessarily.

32. Delivery to Data Centres or Colocation Facilities

Where equipment is delivered to a data centre or colocation facility, additional delivery requirements may apply.

These may include:

• approved delivery windows;

• security procedures;

• booking requirements;

• loading dock requirements;

• packaging requirements;

• equipment labels;

• recipient authorisation.

The Customer is responsible for providing accurate facility and contact information.

33. Delivery to Remote or Restricted Locations

Additional shipping charges or limitations may apply to:

• remote areas;

• islands;

• military or government facilities;

• restricted-access buildings;

• international territories;

• locations with limited carrier coverage.

Any additional charges should be communicated where reasonably possible.

34. Shipping Insurance

Where available, INS-CO may offer or purchase shipping insurance for selected shipments.

Insurance coverage is subject to the insurer or carrier’s terms.

Shipping insurance does not necessarily cover:

• improper packaging;

• prohibited Products;

• Customer negligence;

• inaccurate declarations;

• events excluded by the carrier or insurer.

35. Third-Party Carriers

INS-CO may use independent carriers and logistics providers.

Carrier services may be subject to the carrier’s own:

• delivery conditions;

• liability limitations;

• claims procedures;

• prohibited-item policies;

• delivery schedules.

INS-CO will reasonably assist Customers with carrier-related issues.

36. Force Majeure and Shipping Delays

INS-CO is not responsible for delivery delays caused by circumstances beyond its reasonable control, including:

• natural disasters;

• severe weather;

• war;

• civil unrest;

• strikes;

• transportation disruptions;

• government restrictions;

• customs action;

• pandemics;

• supply-chain disruption;

• carrier failures;

• infrastructure failures.

Where practical, INS-CO will provide updated information regarding significant delays.

37. Delivery Confirmation

Delivery may be confirmed through:

• carrier tracking;

• signature;

• electronic confirmation;

• delivery scan;

• other reasonable evidence provided by the carrier.

Where a carrier confirms delivery, Customers should contact INS-CO promptly if they did not receive the shipment.

38. Business Customer Delivery Terms

For business-to-business transactions, delivery terms may be defined by:

• quotation;

• purchase order;

• statement of work;

• Agreement;

• Incoterms, where expressly agreed;

• carrier terms.

Where specific delivery terms are agreed in writing, those terms take precedence over this Policy to the extent of any inconsistency.

39. Consumer Delivery Rights

Where the Customer is a consumer, mandatory consumer laws concerning:

• delivery deadlines;

• delivery risk;

• delayed delivery;

• cancellation;

• refunds;

• damaged Products;

• non-delivery

remain applicable.

Nothing in this Policy is intended to restrict mandatory consumer rights.

40. Shipping Address Changes

Customers should notify INS-CO as soon as possible if a delivery address needs to be changed.

An address change may not be possible after shipment has been dispatched.

If the carrier charges a fee for an address change, the Customer may be responsible for that charge where the change was requested by the Customer and applicable law permits.

41. Order Splitting and Partial Shipments

An Order may be shipped in multiple packages or separate shipments when:

• Products are available at different locations;

• Products have different processing times;

• Products are supplied by different suppliers;

• partial delivery is commercially or operationally appropriate.

Where appropriate, the Customer may receive separate tracking information.

42. Backordered Products

If a Product is temporarily unavailable, INS-CO may:

• notify the Customer;

• provide an estimated availability date;

• offer an alternative Product;

• offer cancellation or refund where applicable.

The Customer will be informed where a material delay affects the Order.

43. Shipping and Refunds

Shipping charges are generally separate from Product prices.

Whether shipping charges are refundable depends on:

• the reason for the return;

• the applicable Agreement;

• the type of transaction;

• applicable consumer law;

• the Return and Refund Policy.

Where a refund is legally required, applicable shipping charges will be handled according to the relevant law.

44. Contact for Shipping Issues

For shipping, delivery, damage, or return questions, contact:

INS-CO Support

Email: support@ins-co.com

Please include:

• Order number;

• invoice number;

• tracking number;

• delivery address;

• Product name;

• description of the issue;

• photographs where applicable.

45. Changes to This Shipping Policy

INS-CO may update this Shipping Policy from time to time.

Changes may reflect:

• new shipping providers;

• new Products;

• changes in delivery areas;

• changes in customs requirements;

• operational changes;

• legal or regulatory requirements.

The latest version will be published on this page.

The “Last Updated” date will be updated when material changes are made.

46. Effective Date

This Shipping Policy is effective from:

19 September 2026

and was last updated on:

19 September 2026

Shipping Summary

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