BagBird LLC, a Delaware limited liability company. Last updated: September 12, 2026.
This policy forms part of our Terms of Service. What you get back depends on how far your shipment has progressed. Here are the rules, stage by stage.
Cancelling any time before the courier collects your luggage is free, and everything you paid for the booking is refundable: carriage, any full-value protection fee, the flexible pickup option and the estimated duties and taxes. Cancelling stops the shipment straight away; the money comes back through the refund request described below, which we review within 2 business days.
If your shipping label has already been issued but your luggage has not been collected, you still get a full refund minus any non-recoverable courier fees, for example a collection the courier has already attempted. In most cases there are no such fees and the refund is for the full amount.
Once your luggage has been collected and is in the courier network, the booking is generally non-refundable: carriage has begun and the cost is committed to the courier. The exception is a service failure on our side or the courier's. If a shipment is lost, or severely delayed through no fault of yours, contact us and we will put it right, including a partial or full refund where appropriate. Loss and damage claims are handled under section 9 of the Terms of Service.
Charges for a difference in weight or size, courier surcharges and customs duty adjustments are passed on at cost and are not refundable once the courier has billed them. If you believe one was applied in error, email support@bagbird.com with your tracking number and we will check it with the courier.
Before collection, open the shipment in your dashboard and choose Cancel shipment. We void the label with the courier and issue the refund to your original payment method straight away, with no review step.
After collection, open the same shipment page and choose Request refund instead. Every request is reviewed within 2 business days, and approved refunds are returned to your original payment method. Depending on your bank, the money typically appears within 5 to 10 business days.
Referral credit can be spent on future BagBird shipments but is not refundable as cash. If you cancel a booking that was partly paid with credit, the credit is returned to your account balance and the card portion is refunded to your card. If a shipment that earned you or your friend the US$10 referral bonus is refunded in full, that bonus is removed.
If you are not sure which stage your shipment is in, or your situation is not covered here, contact support@bagbird.com and we will talk it through before you cancel anything.
