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A. USER INFORMATION AND DIRECTORY

1. How can I be assured that my personal details are safe with you

The AIR21 Online Booking facility is protected from external and internal threats through its network security devices and payment gateway provider.

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2. What are the necessary actions in case I change my address or contact number?

Any change in profile details may be done through the User Profile tab.

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3. Can I create a different account?

Yes, you may create a different account provided that a different email address will be used.

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4. For how long with you keep my transaction history?

All AIR21 Online Booking transaction history will be present in the AIR21 Online Booking archive for six months.

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5. What are the areas that you pick up from?

The AIR21 Online Booking facility only picks up in direct-served areas such as:
  • Baguio
  • Bataan
  • Cavite
  • Cebu
  • Laguna
  • NCR
  • Pampanga
  • Rizal
  •  
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B. ITEMS TO SHIP

1. What are the items allowed to be picked up?

Items that weigh 25 kilograms or less are allowed to be picked up through the transaction made in the AIR21 Online Booking facility.

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2. Are there restricted items in your list?

Yes, Please see the items below:

1. Explosive of any kind (liquid, solid, or gas).
2. Any article or substance, as presented for transport, which is liable to produce a dangerous evolution of heat or gas under the conditions normally encountered in air transport.
3. Flammable solids and organic peroxides having, as tested, explosive properties, which are packed in such a way that the classification procedure would require the use of an explosives label as an subsidiary risk label.
4. Lottery tickets.
5. Money (Coins, Currency, Paper Money and Negotiable Instruments equivalent to cash such as endorsed stocks, bonds, and cash letters).
6. Wet or dry ice.
7. Any shipment whose carriage is prohibited by Philippine law, statue, or regulations. These could be fake bags, fake shirts, pirated CDs.
8. Live animals and plants.
Sources:
a. http://philippines.shipping-international.com/customs/
b. http://customs.gov.ph/faqs/prohibited-restricted-importations/


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3. What is the maximum weight of the item to be picked up?

The AIR21 Online Booking facility only accepts shipments less than 25 kilograms. Any other shipments for pick-up that weigh more than 25 kilograms and require special handling must be coordinated through the AIR21 Customer Service Hotline at (02) 854 2100.

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4. How can I specify if my shipment needs to be crated?

Fragile shipments need to be crated. For this service, customers are advised to call the AIR21 Customer Service Hotline at (02) 854 2100 for further assistance.

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5. Do you accept customer's own packaging?

At the moment, the AIR21 Online Booking system only accepts shipments that use the AIR21 standard packaging such as SuLight (Extra Small, Small, Large) and Hebigat (5kg, 10kg, 20kg).

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C. PICK-UP

1. What is the pick up schedule of AIR21?

AIR21 picks up from Mondays to Fridays, excluding holidays unless booked ahead. Cut-off for same-day pick-up is 2:00 PM. All received pick-up request beyond 2:00 PM will be picked up the following business day.

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2. Will you still pick up on a holiday if I booked ahead?

Yes, AIR21 will pick-up on a holiday if booked ahead

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3. Can I set a definite schedule of pick up?

Yes. AIR21 will follow the shipper's indicated time that the shipment is ready for pick-up, up to 6PM within the day.

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D. Billing and Payment

1. Is there a minimum amount for the online booking?


Yes. The minimum amount required is Php 500. Shippers may book another transaction to complete the Php 500 requirement in case that the first transaction does not reach the minimum amount.

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2. Can I refund my payment in case I cancel the transaction?


Yes, you may refund your payment. Please call our Customer Service Hotline at (02) 854 2100 to start the process.

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3. I do not have a credit card, can I pay via debit card?


As of the moment, we only accept credit card payment.

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4. Do you accept cash upon pick up?


We only allow credit card payment for pick-up transactions under AIR21 Online Booking. For cash payment, minimum amount is Php 1,000. Please call 854-2100 to book your shipment pick-up. Or you may drop off your shipment in our AIR21 Business Hub nationwide.

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