Shipping policy
E-Commerce Logistics Policy
Document Title: E-Commerce Logistics Policy
Document Number: ELP-001
Version: 1.0
Effective Date: [16 June 2026]
Review Date: [16 June 2026]
Approved By: [mewzarts]
Management
1. Purpose
The purpose of this E-Commerce Logistics Policy is to establish comprehensive standards, procedures, and responsibilities governing the storage, processing, packaging, transportation, delivery, returns management, and customer service activities associated with online retail operations.
This policy aims to:
Ensure efficient order fulfillment.
Maintain high customer satisfaction levels.
Improve supply chain visibility.
Protect inventory and customer assets.
Ensure compliance with applicable laws and regulations.
Standardize logistics operations across all sales channels and regions.
Minimize operational risks and delivery disruptions.
2. Scope
This policy applies to:
All products sold through the Company's online stores, marketplaces, mobile applications, and affiliated sales channels.
All employees involved in logistics and fulfillment operations.
Warehouses, fulfillment centers, and distribution facilities.
Third-party logistics providers (3PLs), carriers, freight forwarders, and courier companies.
Domestic and international shipments.
Returns, exchanges, replacements, and warranty-related logistics activities.
3. Policy Statement
The Company is committed to providing reliable, transparent, cost-effective, and customer-focused logistics services.
All logistics activities shall be conducted in accordance with:
Applicable transportation regulations.
Customs and import/export requirements.
Consumer protection laws.
Data privacy regulations.
Product safety regulations.
Environmental and sustainability requirements.
The Company shall continuously improve logistics performance through technology, process optimization, and supplier management.
4. Definitions
For purposes of this policy:
Order Fulfillment
The process of receiving, processing, packing, shipping, and delivering customer orders.
Business Day
Any day excluding weekends and officially recognized public holidays.
Carrier
A transportation company responsible for shipping customer orders.
Processing Time
The time required to prepare an order before shipment.
Transit Time
The estimated time required for a shipment to reach the customer after dispatch.
Delivered Order
An order marked as delivered by the carrier's tracking system.
Returned Merchandise Authorization (RMA)
An authorization issued to a customer for returning merchandise.
5. Order Processing Policy
5.1 Order Verification
All orders shall be subject to verification procedures including:
Payment confirmation.
Fraud screening.
Address validation.
Product availability confirmation.
The Company reserves the right to delay or cancel orders identified as high-risk or potentially fraudulent.
5.2 Processing Time
Standard order processing time is:
1–3 business days for in-stock products.
Additional processing time may apply during:
Peak sales periods.
Promotional campaigns.
Public holidays.
Inventory audits.
Processing times are estimates and not guaranteed unless otherwise stated.
5.3 Order Cut-Off Time
Orders placed before the daily fulfillment cut-off time may be processed on the same business day.
Orders received after the cut-off time shall be processed on the next business day.
6. Inventory Management Policy
6.1 Inventory Accuracy
The Company shall maintain accurate inventory records through:
Real-time inventory tracking.
Cycle counting programs.
Warehouse management systems (WMS).
Inventory reconciliation procedures.
6.2 Stock Availability
Products displayed as available on the website are subject to inventory verification.
The Company reserves the right to:
Cancel unavailable items.
Offer alternative products.
Issue partial refunds.
Delay fulfillment until replenishment.
6.3 Inventory Allocation
Inventory shall be allocated according to:
Order submission sequence.
Product availability.
Warehouse inventory location.
Service-level commitments.
7. Packaging Standards
7.1 General Packaging Requirements
All products shall be packaged to:
Prevent damage during transportation.
Protect product integrity.
Ensure safe handling.
Comply with carrier requirements.
7.2 Protective Materials
Packaging materials may include:
Corrugated cartons.
Bubble wrap.
Foam inserts.
Air cushions.
Tamper-evident seals.
Waterproof packaging materials.
7.3 Sustainable Packaging
The Company strives to:
Reduce packaging waste.
Use recyclable materials whenever practical.
Minimize unnecessary packaging volume.
Improve environmental sustainability.
8. Shipping Policy
8.1 Shipping Destinations
The Company may ship to:
Domestic destinations.
International destinations.
Selected restricted regions subject to regulatory requirements.
Availability of shipping services may vary by location.
8.2 Shipping Methods
Available shipping methods may include:
Standard Shipping
Estimated delivery:
3–10 business days.
Expedited Shipping
Estimated delivery:
1–5 business days.
Express Shipping
Estimated delivery:
1–3 business days.
International Shipping
Estimated delivery:
5–30 business days.
Delivery estimates are not guaranteed unless specifically stated.
8.3 Shipping Charges
Shipping charges may be determined based on:
Destination.
Package weight.
Package dimensions.
Shipping service selected.
Customs duties and taxes where applicable.
Shipping fees are displayed during checkout.
8.4 Split Shipments
The Company reserves the right to ship items separately when:
Products are stored in different warehouses.
Inventory availability varies.
Packaging requirements differ.
Additional shipping charges shall not apply unless disclosed before purchase.
9. International Shipping Policy
9.1 Customs Clearance
International customers are responsible for complying with local import regulations.
Customs authorities may require:
Identity verification.
Additional documentation.
Duty and tax payments.
9.2 Duties and Taxes
Depending on destination:
Delivered Duty Paid (DDP)
The Company may collect duties and taxes at checkout.
Delivered At Place (DAP)
Customers may be responsible for:
Import duties.
Customs fees.
Value-added taxes (VAT).
Local taxes.
9.3 Customs Delays
The Company is not responsible for delays caused by:
Customs inspections.
Regulatory reviews.
Government actions.
Missing customer documentation.
10. Delivery Policy
10.1 Delivery Confirmation
A shipment shall be considered delivered when:
Carrier tracking indicates delivery.
Delivery confirmation is obtained.
Signature requirements have been fulfilled where applicable.
10.2 Failed Deliveries
Failed delivery attempts may occur due to:
Incorrect address information.
Customer unavailability.
Refused delivery.
Carrier access restrictions.
Additional fees may apply for redelivery services.
10.3 Address Accuracy
Customers are responsible for providing accurate shipping information.
The Company shall not be liable for delays or losses caused by incorrect customer-provided addresses.
11. Tracking and Shipment Visibility
11.1 Tracking Information
Tracking information shall be provided when available.
Customers may monitor shipment progress through:
Carrier websites.
Tracking portals.
Customer account dashboards.
11.2 Tracking Delays
Tracking updates may be delayed due to:
Carrier system synchronization.
Customs processing.
Transit interruptions.
Tracking information is provided by third-party carriers and may not always update in real time.
12. Lost, Delayed, or Damaged Shipments
12.1 Lost Shipments
A shipment may be considered lost if:
Tracking shows no movement for an extended period.
Carrier confirms loss.
Delivery cannot be verified.
The Company may initiate:
Carrier investigations.
Replacement shipments.
Refund processing.
12.2 Delayed Shipments
Delivery delays may occur due to:
Weather conditions.
Customs processing.
Transportation disruptions.
High-volume shipping periods.
Carrier operational issues.
Estimated delivery dates are not guaranteed.
12.3 Damaged Shipments
Customers must report damaged shipments within:
48–72 hours of delivery.
Supporting documentation may include:
Photographs.
Packaging images.
Product condition evidence.
13. Returns and Exchanges Policy
13.1 Return Eligibility
Products may be eligible for return if:
Returned within the stated return period.
Unused and resalable.
Returned with original packaging.
Accompanied by proof of purchase.
Certain products may be non-returnable due to:
Hygiene reasons.
Regulatory restrictions.
Customized specifications.
Perishable nature.
13.2 Return Authorization
Customers may be required to obtain an RMA before returning products.
Unauthorized returns may be refused.
13.3 Return Shipping Costs
Return shipping responsibility may vary based on:
Product defect.
Shipping error.
Customer preference.
Warranty status.
13.4 Refund Processing
Approved refunds shall generally be processed within:
5–15 business days after inspection and approval.
14. Product Replacement Policy
The Company may offer replacement products when:
Items arrive damaged.
Incorrect products are shipped.
Warranty-covered defects exist.
Replacement eligibility shall be evaluated on a case-by-case basis.
15. Warehouse Operations Policy
15.1 Storage Conditions
Products shall be stored under conditions appropriate for:
Product safety.
Product quality.
Regulatory compliance.
15.2 Inventory Security
Warehouse security measures may include:
CCTV surveillance.
Restricted access controls.
Security personnel.
Alarm systems.
15.3 Inventory Audits
Periodic inventory audits shall be conducted to maintain inventory accuracy and accountability.
16. Third-Party Logistics Providers (3PL)
16.1 Provider Selection
Logistics partners shall be evaluated based on:
Reliability.
Compliance history.
Service quality.
Geographic coverage.
Cost competitiveness.
16.2 Service-Level Agreements
The Company may establish Service-Level Agreements (SLAs) covering:
Order processing.
Delivery performance.
Tracking accuracy.
Claims handling.
17. Customer Communication Policy
Customers shall receive notifications regarding:
Order confirmation.
Shipment dispatch.
Tracking information.
Delivery updates.
Return status.
Refund status.
Communication may occur via:
Email.
SMS.
Mobile applications.
Customer account portals.
18. Data Privacy and Security
Customer logistics data shall be processed in accordance with applicable privacy laws.
Protected information may include:
Names.
Addresses.
Contact information.
Shipment details.
Payment-related references.
The Company shall implement reasonable technical and organizational safeguards to protect customer data.
19. Force Majeure
The Company shall not be liable for delays or failures caused by circumstances beyond reasonable control, including:
Natural disasters.
Floods.
Earthquakes.
Pandemics.
Government actions.
Labor disputes.
Transportation disruptions.
Cybersecurity incidents.
Armed conflicts.
20. Fraud Prevention
The Company reserves the right to:
Verify customer identity.
Request additional documentation.
Hold suspicious orders.
Cancel fraudulent transactions.
Orders suspected of fraud may be reported to relevant authorities.
21. Compliance and Regulatory Requirements
All logistics operations shall comply with applicable:
Consumer protection laws.
Transportation regulations.
Customs requirements.
Product safety laws.
Environmental regulations.
Data privacy legislation.
22. Limitation of Liability
To the maximum extent permitted by applicable law:
Delivery dates are estimates only.
The Company shall not be liable for indirect or consequential damages.
Liability for shipment loss or damage may be limited to the amount recoverable from the carrier or the purchase value of the affected products.
Nothing in this policy shall limit rights that cannot legally be excluded under applicable law.
23. Policy Updates
The Company reserves the right to amend, modify, or update this Logistics Policy at any time.
Updated versions shall become effective upon publication on the Company's website.
Continued use of Company services constitutes acceptance of the updated policy.
24. Contact Information
For logistics-related inquiries, customers may contact:
Customer Service Department
online store name: [Mewzarts]
Email: [teacupmew.elf425@passinbox.com]
Phone(WhatsApp): [Please click on the WhatsApp link at the bottom of the online shop’s homepage to get in touch.]
Business Hours: [Every day from 8am to 10pm]
Website: [www.mewzarts.com]
Acknowledgment
By placing an order through the Company's website, customers acknowledge that they have read, understood, and agreed to this E-Commerce Logistics Policy.
End of E-Commerce Logistics Policy