Door-to-Door Service

What is Door-to-Door service?

Door-to-Door is a service that offers quick, customs-cleared delivery of shipments, directly from our distribution centers in the United States to the address indicated by the customer.

This service is available to all Latin American countries. The following is a general description of the system, applicable to all countries. By clicking on one of the countries on the right you can access additional information, specific for each individual country.

If your country is not listed or you would like additional information, please call our Miami office at (305) 718-3209 and select Option 3, or contact us via e-mail at Logistics@techdata.com.

Benefits

Why would a customer prefer to use the Door-to-Door service instead of the regular F.O.B. Miami service?
This new option gives our customers increased flexibility because they will no longer need to consolidate shipments with a freight forwarder in order to lower import costs. This service offers very competitive, all-inclusive rates (pickup, customs clearance and delivery), which compare very favorably to the freight forwarders' rates, since these rates are non-inclusive, i.e., every step of the transaction is billed separately and many of the associated costs are not directly related to the size of the shipment (for example, the fees of a Customs Broker). In addition, the Door-to-door option significantly reduces the transit time of the product. We believe this service will save our customers time and money, resulting in increased profit for their organization.

How is this different from the service the carriers are providing some customers now?
The customer will benefit from this service because the carriers will be giving our shipments preferred care, which will result in faster delivery times, loss prevention programs, etc. In addition, the customer that is currently using UPS, FedEx or DHL is not receiving Tech Data's discounted rates.

Is Door-to-Door service available only to capital cities?
No, the service is also available to other interior locations.

Are there value limitations as to value or weight of these shipments?

Yes, there are limitations that vary from country to country. Please check the specifics for your country.

Cost

Is this service more expensive?
No, this shipping option is actually more cost- effective for the customer. We have negotiated very competitive rates with the carriers, which will be passed on to our customers. In addition, because the rate is all inclusive, it is less expensive for smaller shipments than if they were shipped via a freight forwarder, because a forwarder has freight minimums.

Do Door-to-Door rates include only the freight?
The service includes freight between the U.S. and the country of destination, customs clearance and delivery to customer's door. It does NOT include duties and taxes, storage fees or insurance (customer is automatically billed by Tech Data for insurance at a rate of .35 per $100).

Shipping

What carrier has been selected by Tech Data for this service?
For door-to-door deliveries, Tech Data has retained the services of UPS, Federal Express, DHL and other international carriers, depending on the final destination of the shipment.

What is the transit time?
Transit time varies, depending on the country of destination. Generally, deliveries to capital cities are made in 2-3 working days, while other locations within a country require a few more days. Please check the specific transit time for your country of interest.

Billing and payment

How can the customer pay for the freight?
If the customer has credit terms with Tech Data, freight charges are billed to his/her account at the time the product is purchased. If no credit terms have been established, the customer may use an authorized credit card or an advance wire transfer. Tech Data's invoice will include freight and insurance.

How will the customer be billed for freight and insurance charges?
Tech Data's invoice will show FOB amount, insurance and freight as separate items. Invoice is paid according to the payment terms agreed with Tech Data: customer's account, authorized credit card or wire transfer at the time the order is placed.

Are C.O.D. payments available for this service?
No, Cash on Delivery payments are not accepted.

Nationalization and Customs

Will the customer have to pay for a broker once the shipment arrives at its destination?
No, all charges will be paid by the carrier for shipments that do not exceed certain monetary value. Since these values vary from country to country, please check your specific country. Customers will be required to pay duties and taxes before the shipment can be delivered.

Who pays for the duties and taxes?
The customer is responsible for payment of all duties and taxes, and must reimburse the carrier upon delivery of the shipment.

What duties and taxes should I expect to pay?
These lines vary from country to country. Please check the specific information for your country of interest.

Delays, returns and claims

What happens if the delivery address is incorrect?
If a recipient's address on an airbill is found to be incomplete or incorrect, the carrier (UPS, FedEx, DHL, etc.) will attempt to find the correct address and complete the delivery. The carrier will make three delivery attempts. Shipments addressed to a P.O. Box are not allowed because a delivery signature cannot be obtained.

If the correct address cannot be determined and the recipient cannot be reached, the carrier will contact our Customer Support Representative in Miami for address clarification or instructions for the return of the shipment. The Customer Support Representative will make the needed corrections or instruct the carrier to return the shipment.

Who does the customer call if the shipment is not received within the specified transit time?
The customer should call the Customer Service department of the carrier in the country of destination. If the customer does not have the carrier's tracking number or airwaybill number, he should contact our Miami office to obtain such number and proceed with the claim to the carrier.

Can the customer return products with this service?
Yes, and as a matter of fact, the customer should not return these products through any other carrier. The customer should keep copies of the airwaybills and invoices delivered by the carrier so they can be matched with the import documentation registered in the Customs office when the product entered the country. At the time of return, the customer must include copies of the original commercial invoice and packing slip with the shipment. Customer should contact Tech Data Customer Service Department (800-237-8931, x66026 or 727-539-7429, x66026) to request instructions on how to use the Tech Data Return Program. Return freight charges will be quoted by Customer Service and debited to the customer's account. Customer will be able to take advantage of Tech Data's discounted rates with the carrier.

If there is loss or pilferage, who will process my claim?
Loss or pilferage should be reported to the LA Customer Support Representative, who will contact the Traffic department to place a claim with the carrier.

For all claims, the original shipping cartons, packing and contents must be made available for the carrier's inspection and must be retained by the customer until the claim is resolved. Tech Data must contact the carrier as soon as possible after delivery of the shipment. If more than 15 days elapse between the date of delivery of the shipment and the receipt of a loss or pilferage notice by the carrier, the customer must show good cause why the damage was not discovered earlier and timely notification was not given to Tech Data or the carrier. Under no circumstances should the customer contact the carrier in the country of destination to process the claim. The claim must be filed by the shipper of record, which in this case is Tech Data. If the customer contacts the carrier to initiate the claim, it will only delay the claim process.

What documents are required to process a claim?
Claims for damages, delays or shortages must be submitted within a few days after delivery of the shipment. The customer will need to forward the following documents to the LA Customer Support Representative:

• Written loss, damage or pilferage claim letter.
• Copy of the international airwaybill.
• Copy of the commercial invoice.
• Copy of the packing list which includes original purchase price of product.

Additional information may be required by the carrier. The LA Customer Support Representative will contact the customer should additional information be required. Once the LA Customer Support Representative has received this documentation from the customer, he/she will forward it to the Traffic department. The Traffic department will open the claim with the carrier.

How long does it take to settle a claim?
UPS has committed to processing all claims within 7 to 10 working days. Federal Express has committed to do so within 5 working days.