Service area
The 31 storefront routes identify language and destination context, not a guarantee that every product can be supplied there. A quote should confirm which goods can be delivered to the named address, any restricted product category and whether direct delivery to a third party is available.
Dispatch and delivery estimate
Stock status and lead times can change. The written quote should distinguish procurement time, handling time, dispatch date and carrier transit estimate. A guaranteed delivery date exists only when Exsel agrees one expressly. The buyer should tell Exsel about access restrictions, receiving hours and appointment requirements before order acceptance.
Charges and transport terms
The accepted order should show carriage, packing, insurance or special-handling charges and the currency. It should identify the delivery or collection term and named place. No Incoterm or insurance product is created merely by a selected locale or a carrier estimate.
Tracking and split shipments
When a carrier provides tracking, Exsel should pass available numbers and explain split shipments. The buyer should compare received parcels with dispatch notices. A split delivery should not conceal a shortage or change a material delivery term without agreement.
Failed delivery and address changes
The buyer should give an accurate address and an authorised recipient. If a parcel is refused, uncollected or rerouted, Exsel should explain the available options and any actual carrier charge before rebilling where practicable. Address changes after dispatch may be impossible and should be confirmed in writing.
Direct delivery to the buyer's customer
A business buyer may ask Exsel to ship to its customer. Exsel should confirm whether this is possible, what packing slip or branding is used, who handles customer contact and returns, and how the recipient's personal data is shared. The buyer remains Exsel's contracting customer unless the accepted order states otherwise.
Loss, damage and delay
A buyer should report suspected loss or damage with the order and tracking references. Exsel should investigate with its carrier and advise the buyer of the outcome. Which party bears transit risk, and any remedy for delay, depend on the accepted order and mandatory law.
Cancellation before and after acceptance
An enquiry can be withdrawn before an order is accepted. Once accepted, cancellation, amendments, supplier restocking costs and refunds depend on the agreed order terms and applicable law. Exsel should document the change rather than silently altering quantities, destination or price.