- Deliver Armenia
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1. Procedure for Receiving and Recording Shipments at the Foreign Warehouse of “PAM Family” LLC
1.1 To use the services of “PAM Family” LLC, the Customer is obliged to send the shipment to the address assigned to them in the “My Addresses” section of the PAM.AM website.
1.2 In the “Consignee” field on the shipment, all information provided by “PAM Family” LLC must be indicated; otherwise, “PAM Family” LLC bears no responsibility for refusal to accept the shipment at the warehouse, for delays in identification, for delays in delivery, or for non-delivery.
1.3 A shipment is considered accepted when it is received at the warehouse by employees of “PAM Family” LLC, identified, and entered into the system by scanning.
1.4 The acceptance of the shipment is carried out within 2 (two) working days after its actual arrival at the warehouse.
1.5 The method of delivery is determined according to the tracking number entered in the “Add Parcel” section of the Customer’s personal account and the selected delivery method. In the absence of an entered tracking number during scanning at the warehouse, the delivery method code (S, N, or no code indicating ground shipping) specified on the shipment shall be taken as the basis.
2. Other Services and Packaging
2.1 If it is necessary to reduce the actual and/or volumetric weight of the shipment or to consolidate shipments, PAM has the right, at its discretion, to repackage the shipment at the warehouse. Repackaging is carried out free of charge.
3. Prohibited Shipments
3.1 PAM is not obliged to arrange the transportation of shipments prohibited for carriage under the laws of the country where the warehouse is located or the laws of the Republic of Armenia.
3.2 Depending on the chosen method of transportation and the country of the warehouse, the list of prohibited items is defined in the Customer’s personal account under the “Foreign Warehouse Addresses” section.
3.3 If a prohibited shipment is received at PAM’s warehouse, PAM bears no responsibility for such shipment, and the Customer is fully responsible for its return, destruction, or storage at the warehouse.
3.4 Under all circumstances, PAM does not transport weapons, ammunition, ingots or scrap of precious metals, foreign currency, tobacco, dangerous, explosive, or highly flammable substances, plants, animals, insects, alcoholic beverages, or food.
3.5 All shipments received at the China warehouse with identification issues will be disposed of after 3 months.
3.6 All shipments received at the China warehouse that are prohibited for air delivery will, if possible, be automatically sent via sea transportation.
3.7 If prohibited items are seized at the customs office of the foreign country, the company bears no responsibility. The Customer covers all costs of returning the seized shipment to the company’s warehouse.
4. Organization of Transportation
4.1 After acceptance and registration at the warehouse, PAM organizes the transportation of the shipment to the Republic of Armenia.
4.2 The duration of transportation from acceptance at the foreign warehouse to arrival in the RA is carried out according to the schedule indicated on the website.
4.3 The starting point for calculating deadlines is the date of entry (scanning in the internal system) of the shipment at the relevant PAM foreign warehouse, and the end point is the date of entry (scanning) at PAM’s main reception points in Yerevan. The calculation of deadlines does not include delivery within the RA territory or to lockers, nor the time the shipment is held for additional customs control or inspection. After entry into the warehouse, the shipment is scanned within two working days. PAM provides customers with shipment tracking software.
4.4 The Customer agrees that in cases specified in Clause 4.
3 of these General Terms and Conditions, they may submit a compensation claim to PAM for delays, but also agrees and accepts that in all cases the decision on partial or full compensation is made at PAM’s discretion, and the Customer undertakes to accept PAM’s decision as final and not contest it.
4.5 If the Customer violates Clause 4.4 and contests PAM’s decision, the Customer bears all expenses incurred by PAM in connection with the appeal process and its results, including state duties, attorney fees, and other costs.
4.6 Transportation deadlines are indicative and reflect the actual delivery times of the previous year with at least 70% accuracy. Deadlines may particularly vary due to seasonal loads (periods following November 11, Black Friday, or the Chinese New Year for the China route), or due to force majeure circumstances. PAM provides partial or full compensation for delays in transportation solely at its discretion, depending on the reasons for the delay. PAM informs the Customer of delays via email.
5. Declaration of Shipment Information
5.1 Before the shipment arrives in Armenia, the Customer is obliged to declare its price (invoice value) in their PAM personal account for automated transfer to customs authorities.
5.2 If the shipment’s price is not declared, the customs authorities are entitled to determine its price in accordance with the law.
6. Arrival of Shipment
6.1 The Customer agrees that for shipments imported into the Republic of Armenia through “PAM” LLC and subject to customs inspection at the request of the RA Customs Committee, “PAM” LLC (its employees) shall be the Customer’s authorized representative at the RA State Revenue Committee and its customs offices. The Customer unconditionally accepts that all actions taken by PAM (its employees) during customs inspection are performed on their behalf and in their interest.
6.2 After the shipment arrives in the RA, PAM informs the Customer by email, indicating the receiving procedure and deadlines.
6.3 Shipments of individuals are removed from customs and delivered to the recipient if the declared values are not disputed by customs authorities, and the shipment is not prohibited for import by individuals.
6.4 Shipments of legal entities from non-EAEU countries are handed over by PAM to the customs terminal for clearance, which is carried out by the Customer. After 48 hours from the entry of the shipment into the customs terminal, storage fees set by the terminal apply and must be paid by the Customer in accordance with the invoice issued by PAM. For shipments from EAEU countries, if all necessary documents are available, they are removed from customs and delivered to the Customer by PAM.
7. Place and Procedure for Receiving Shipments
7.1 The Customer may choose the most convenient pickup location from the addresses offered on the website. After arrival in Armenia, the shipment will be transferred free of charge to the chosen location and will be ready for pickup: in Yerevan — the next working day; in RA regions — within 1-3 working days.
7.2 The Customer or recipient may collect the shipment once the status “Ready for Pickup” appears in the relevant order line in the Customer’s personal account, or order delivery after the status “Ready for Delivery” is shown.
7.4 The Customer or their designated recipient must collect the shipment within 90 days of its arrival in Armenia; otherwise, it will be considered ownerless.
7.5 The Customer may use the “Home Delivery” service at their discretion (see Clause 9).
8. Service Price and Payment Procedure
8.1 For individuals, the service price is determined according to the actual weight of the shipment, except for oversized shipments.
8.2 For legal entities (for any delivery method) and for individuals using sea shipping, the price is calculated based on the greater of the actual or volumetric weight.
8.3 A shipment is considered oversized if the sum of its dimensions exceeds 150 cm and its volumetric weight is at least twice the actual weight.
In this case, the calculation is based on volumetric weight, but a special discounted rate applies.
8.4 Volumetric weight is calculated using the internationally accepted formula:
Length × Width × Height / 5000 (cm/kg)
8.5 As soon as the shipment passes scanning at the delivery or service center, the Customer’s account balance is reduced by the delivery fee amount; the Customer may receive their shipments only if the account balance is zero or positive.
8.6 Payment for the service is made by topping up the Customer’s account on the PAM website and transferring the payment to PAM. Payment methods are:
a) Online, from the Customer’s personal account on the PAM website;
b) Bank transfer (for legal entities);
c) Through Telcell payment terminals or the Telcell app.
8.7 Weight is rounded up to the nearest 100 grams.
9. “Home Delivery” Service
9.1 After the shipment arrives in Armenia, the Customer may order the “Home Delivery” service to Yerevan and all RA regions from their personal account on the PAM website.
9.2 The cost of the “Home Delivery” service is 1,000 AMD within Yerevan.
9.3 For Prime (VIP) customers, the “Home Delivery” service is free of charge in Yerevan and all RA regions.
10. Liability
10.1 PAM is liable for loss or damage to the shipment from the moment it is accepted at the warehouse by scanning and identification, except for shipments prohibited by the company and/or international rules.
10.2 The parties agree and accept that during the provision of the Service, PAM is liable (compensates) for loss or damage to the shipment only up to its price (invoice value). In each case, the final amount of compensation is determined by PAM and is not subject to dispute.
10.3 In all cases, PAM bears no responsibility for any hidden defects or damages to the shipment, nor for external damage if the packaging/box/carton is undamaged during transportation, or if there is no causal link between packaging damage and the shipment’s external damage.
10.4 The Customer is obliged to accept the shipment transported to Armenia; in case of refusal, the Customer must pay PAM the full cost of transportation within one week.
10.5 The Customer bears responsibility for the confidentiality of their individual barcode provided for receiving shipments.
11. Bonuses and Their Use
11.1 PAM may provide other bonuses.
11.2 To use a bonus, the Customer must transfer the amount from the bonus account to the current account in their personal page on the PAM website.
11.3 Upon termination of this agreement by the Customer, their accumulated bonuses are reset to zero and cannot be used.