Terms and Conditions

Service Agreement

Between Utz Box and [client name]

Utz Box is a company committed to helping artisans, micro, small and medium-sized businesses, entrepreneurs and buyers abroad overcome market barriers by simplifying the international distribution of products through high-quality, efficient logistics services. All our export services (simplified and formal) are carried out by air.

Description of Services

Utz Box is an intermediary of logistics services between our clients, their recipients and national and international logistics providers. These Terms and Conditions are signed between [client name] hereinafter “The Client” and Utz Box, represented in Guatemala by UTZ MG, S.A. and internationally by Good Venture Group, LLC, hereinafter “Utz Box”.

As both companies grow together, this agreement seeks to continue a transparent and friendly relationship, providing the highest quality services and maintaining mutual trust. Both The Client and Utz Box understand and commit to the terms set out in this document in order to build a business relationship that benefits both parties.

1. Services provided by Utz Box

The services Utz Box provides to The Client include:

• A final, transparent rate with no additional charges at the time the package is processed.
• Customer service via WhatsApp, email, phone call and in person at our offices.
• National and international parcel logistics services
• A preferential, competitive price based on the number of packages the client ships each month
• Advice on simplified and formal exports worldwide.
• Shipment support, consisting of a daily review of the shipment’s transit and notification of any issue that appears in the logistics providers’ systems.
  • Package transit times may be up to 6 business days, not including customs time.
• Daily processing, Monday to Friday, for all shipments received, from 8:00 a.m. to 5:00 p.m.
  • Services will be provided during business hours and may be limited on holidays or their equivalent in Guatemala and abroad. If a client wants a package processed on one of these days, an additional charge may apply, which Utz Box will notify in writing.
• Utz Box will provide all packing materials suitable for the product, as well as a label and the corresponding paperwork.
• Integrated simplified-export rates include in their final price:
  • Suitable packing for standard, fragile, art, consumables or products for human use, medicines, natural fibers, electronics or others.
  • Pickup of the product anywhere in Guatemala and delivery anywhere in the world.
• Integrated simplified-export rates do not include in their final price:
  • Insurance, taxes and/or duties in the destination country, overweight or oversize charges, or phytosanitary permits.
  • Any other requirement not specified in our terms and conditions or that is an additional service as set out in this document.
• Verification of the recipient’s address information and notification of any error in it.
• Shipping of any product, document or object to any address, except:
  • Live animals and some animal products, cash or active credit cards, firearms or ammunition, bladed weapons, flammable liquids or solids (lighters, alcohol, lotions, among others), aerosols, cigarettes or cigars, national heritage items, explosives, drugs, dirty clothes or shoes, food or cosmetics without sanitary registration, or items with magnets.
  • Utz Box does not ship to P.O. Boxes
  • Utz Box reserves the right to deliver packages to countries at war or in crisis.

2. Utz Box commitments

Utz Box commits to working with The Client to speed up shipping processes, share relevant shipping information and be transparent with The Client in order to avoid any issues with the shipment.

• Utz Box is responsible for:
  • Speeding up shipping processes, always seeking fast processing and transit.
  • Informing the client of any processing or transit incident reported by the logistics providers.
• Utz Box commits to:
  • Providing quality customer service via WhatsApp, email, phone calls or in person.
  • Treating all client information with the utmost confidentiality, including information about recipients, products, designs, the client’s intellectual property and financial information related to their account.
  • Sending an INVOICE at the end of the afternoon on the day the package ships, including the shipment description and tracking number. It will be sent by email only. If the client wants a printed copy, they must request it by email at conta@utz.gt and pick it up at our offices.
  • Complying with all requirements and details set out in this Agreement.
• Utz Box may give a final price after processing the package at its facilities. Any figure given beforehand is only an estimate, since the package dimensions may change once packed.
• Utz Box will not handle any kind of support, communication or information with The Client’s recipients or suppliers (including artisans, suppliers, friends or others).
• Utz Box is an intermediary of logistics services between The Client, its recipients and national and international logistics providers.
• Utz Box is not a Customs Broker and is therefore not responsible for providing tax or duty figures in the destination country.
• Utz Box processes all packages under its own accounts with any national or international logistics provider.
• Utz Box reserves the right to inspect and reject any merchandise, product or object that does not comply with Guatemalan law or with the exceptions listed in this document.
• Utz Box can process claims about incidents only if The Client purchased insurance for the shipment and within no more than 8 calendar days after delivery at the destination.
• Utz Box offers insurance for the declared value of the product, which allows an investigation to be opened if an incident occurs.
• Utz Box has systems that automatically generate a Storage Fee per calendar day, based on volumetric weight, starting:
  • 5 days after receiving the product at our offices without destination information.
  • 5 days after receiving the product at our offices if it is not complete for shipping.
  • 5 days after sending the final quote without receiving instructions or a reply from the client.
• Utz Box will declare a package abandoned once the following periods have passed:
  • 10 business days after notifying The Client of a package return once the package is back in Guatemala.
  • 10 business days after notifying The Client that their product or object cannot be exported.
  • 10 business days after receiving the product at Utz Box offices with no reply or communication from The Client.
  • 10 business days after sending the final quote with no reply or communication from The Client.
  • 10 business days without receiving payment of any fee generated by their package.
  • Utz Box reserves the right to dispose of a package declared abandoned.

3. Client commitments

The client commits to working with Utz Box to speed up shipping processes, share relevant shipping information and be transparent with Utz Box in order to avoid any issues with the shipment.

The client is responsible for:

• Delivering their packages to us in order and ready to ship.
• Packing their products properly to avoid damage in transit to our facilities.
• Stating the account name under which the order is processed.
• Researching and complying with all laws and regulations of the destination country so the product can enter without issues (be released by destination customs and not returned).
• Complying with all requirements and details set out in this agreement.
• Notifying us by WhatsApp or email if a product pickup is needed (at least one day in advance), stating:
  • The pickup date
  • Name of the person handing it over
  • Phone
  • Exact address
• Providing the recipient’s information (package processing will start only once this information is complete), stating:
  • Company name (if applicable)
  • Recipient’s full name
  • Phone
  • Complete, verified destination address.
  • Declared value of the product being shipped

The client understands that:

• A simplified export is one whose total Commercial Invoice value does not exceed USD $999.00
• A formal export is one whose total Commercial Invoice value exceeds USD $1,000.00
  • A formal export requires: an Exporter Code, a formal export declaration, Special Permits and a Commercial Invoice.
  • If the client is missing any of the requirements for a formal export, Utz Box may charge additional fees to meet them.
• The client understands that if an incident occurs with an insured package, they will have 8 calendar days after delivery at the destination to file a claim, which must be sent by email with the subject "Reclamo + Tracking Number" to box@utz.gt, including:
  • A photo of the label (the sheet on top with the tracking number)
  • Photos of the damaged packaging (please include several photos)
  • Photos of the damaged product (please include several photos)
  • A brief description of the problem or damage.
  • Cases cannot be opened via WhatsApp.
  • If an insured package does not reach its destination, The Client will have 12 calendar days after receiving the invoice to file a claim.
  • The client understands that Utz Box is not responsible for damage in customs, and that if the package is insured and the case is approved (by the logistics provider), a Credit Note for the declared value of the damage will be credited to their account.

The client commits to:

• Being courteous and professional with Utz Box team members; otherwise Utz Box reserves the right to refuse service.
• Following staff instructions and respecting the company’s property and facilities.
• Cooperating to speed up the shipping process
• Paying for their shipments within the time previously established and agreed.

Payments, billing and other information

The client understands that 5 calendar days after their credit is past due, Utz Box may hold their packages until the full overdue balance is paid. The client also accepts that the overdue balance will accrue a 2% monthly late fee.

The client must report payments by email, WhatsApp or with a physical receipt at our offices so they can be applied to their account.

Utz Box prices are not based on an exchange rate between quetzales and US dollars.

The client designates the following people as the primary and secondary billing contacts:

Payment methods

All payments for services provided by Utz Box must be made by The Client via:

Charges for additional services

• Utz Box will charge a processing fee if:
  • The package has been packed and The Client decides to cancel the shipment.
  • The client needs to cancel a shipment after it has been processed and the label printed.
  • The client wants to change the address after processing has been completed.

If you do not accept the terms and conditions you will not be able to use our services; we also reserve the right to refuse service.

The client accepts the terms and conditions set out in this agreement, which take effect on March 25, 2022.