UDL Express

Dispute Resolution

UDL is committed to resolving any disputes or concerns you may have regarding our services in a fair and efficient manner. This page outlines the procedures available for dispute resolution.

Initial Contact

If you have a dispute, claim, or concern regarding our services, we strongly encourage you to first contact our Customer Service team. Many disputes can be resolved quickly and amicably through direct communication.

You can reach our Customer Service team through:

Internal Dispute Resolution Process

UDL has established an internal dispute resolution process to address and resolve complaints and disputes in a timely and fair manner. Our process includes the following steps:

  1. Initial Review: Upon receiving your complaint, our Customer Service team will acknowledge receipt within 48 hours and begin an initial review of your case.
  2. Investigation: We will conduct a thorough investigation into your complaint, which may include reviewing documentation, shipment records, and communications related to your case.
  3. Response: We will provide you with a written response to your complaint within 14 business days of receipt. In complex cases, we may require additional time and will inform you of any delays.
  4. Escalation: If you are not satisfied with our initial response, you may request escalation to our management team for further review.

EU Online Dispute Resolution Platform

The European Commission has established an Online Dispute Resolution (ODR) platform that provides consumers in the European Union with an alternative mechanism for resolving disputes arising from online purchases or services.

If you are a consumer located in the European Union and have a dispute with UDL, you may use the ODR platform to seek resolution. The ODR platform serves as a single point of entry for consumers and traders who wish to resolve disputes out-of-court.

You can access the EU ODR platform at:

https://ec.europa.eu/consumers/odr/

Please note that UDL is willing to participate in the ODR platform process. However, UDL is not obliged to do so and reserves the right to refuse participation in individual cases.

Alternative Dispute Resolution

Where applicable, UDL may participate in alternative dispute resolution (ADR) procedures, including mediation and arbitration, as an alternative to court proceedings. Such procedures may be required or recommended by applicable law or industry regulations in certain jurisdictions.

Mediation

Mediation is a voluntary, confidential process in which a neutral third party (mediator) assists the parties in reaching a mutually acceptable resolution. Mediation can be faster and more cost-effective than traditional court proceedings.

Arbitration

Arbitration is a process in which disputes are resolved by one or more arbitrators appointed in accordance with agreed procedures. Arbitration decisions are typically binding and enforceable in courts. If arbitration is used, it will be conducted in accordance with the rules of the relevant arbitration institution.

Governing Law and Jurisdiction

Unless otherwise specified in your service agreement or required by applicable law, disputes arising out of or in connection with UDL's services may be subject to the laws and jurisdiction of the country or state where the services were provided or where UDL's relevant operating entity is located.

For services provided in the United States, disputes are generally governed by the laws of the State of New York, without regard to its conflict of law provisions. Any legal action or proceeding relating to such disputes shall be brought exclusively in the courts of New York, New York.

Time Limitations

Please be aware that claims or disputes may be subject to statutory limitation periods under applicable law. It is important to raise your concern or dispute as soon as possible to ensure that your rights are protected and to allow us sufficient time to investigate and respond appropriately.

Contact for Dispute Resolution

For questions regarding our dispute resolution procedures or to submit a formal complaint, please contact:

UDL International GmbH

Dispute Resolution Department

123 Logistics Avenue

Suite 100

New York, NY 10001

United States

Email: disputes@udlexpress.com

Phone: (+1)312 7548298

Additional Resources

For more information about your rights and our services, please refer to:

Changes to This Policy

UDL reserves the right to change this Dispute Resolution policy at any time with or without prior notice. Please check back frequently to be informed of any changes. By using UDL's services, you agree to this Dispute Resolution policy.

This statement was last updated on: December 3, 2025