Shipping Policy

Dispatch times

Orders received before the warehouse cut-off are picked and dispatched on the operation's normal working schedule. Cut-off times are confirmed during onboarding, and we tell you what they are for your account rather than publishing a figure that would not hold for every lane.

Dispatch time is separate from delivery time. Dispatch is what we control; delivery depends on the carrier and the destination.

Delivery estimates

Delivery time depends on the lane, the parcel profile and the destination. We quote the relevant routes against your actual order profile rather than publishing a single table, because a figure that is accurate for one lane and product is misleading for another.

Estimates given for your account are typical ranges, not guarantees. Peak season, customs inspection, weather and carrier disruption all extend them, and we tell you when we expect a lane to run long.

Tracking

Every shipment ships with tracking. Tracking numbers are written back to your store automatically as soon as the carrier collects, which triggers your store's own shipping notification to the customer.

Customs, duties and taxes

Cross-border shipments may attract import duty and tax in the destination country. Unless your agreement states otherwise, these are the responsibility of the recipient and are not included in shipping charges.

We complete customs documentation using the product descriptions, values and classifications you supply. Inaccurate data is the most common cause of customs delay, and responsibility for its accuracy rests with you.

Delays and lost shipments

A shipment is generally treated as lost when tracking has not updated for 15 business days on a domestic lane or 30 business days on an international lane. At that point we open a carrier claim on your behalf.

Where a shipment is lost in transit and the carrier accepts liability, we pass through the recovered amount. Where a loss is attributable to our own handling, we credit the documented cost value of the goods.

Incorrect addresses

We ship to the address supplied with the order. Where an address is incomplete or incorrect and the parcel is returned, we notify you and can reship once a corrected address is provided. Reshipping is charged at cost.

Restricted destinations

Some products cannot be shipped to some countries, and some destinations are subject to sanctions or carrier restrictions. We flag restricted combinations during onboarding wherever we can identify them in advance.