Hello, I am sorry to hear of the inconvenience. Transparency is important to us, thus, we provide complete details of our shipping services. You can find our service details on our website at https://www.montway.com/. We also provide our terms in our quote and booking emails, and more. I would be happy to help look into this further and ask that you contact us at your earliest convenience. Sincerely, Richard K feedback@montway.com