1. Overview

1.1 Introduction

These TikTok Shop Customer Order Shipping Guidelines have been drafted with the express purpose of:

• Building a positive shopping environment on TikTok Shop; and
• Providing a shopping experience consumers can have confidence in.

All sellers who offer products for sale via TikTok Shop must do so in accordance with these guidelines.

1.2 Scope

Our TikTok Shop Customer Order Shipping Guidelines covers shipping requirements from the time an order is placed by a customer to the time the package is dispatched to the logistics service provider. Important Note: These guidelines are only applicable for local to local transactions. Sellers are responsible for ensuring that the listing, sale and provision of products on TikTok Shop comply at all times with applicable laws and regulations. These guidelines are intended to facilitate seller compliance. We encourage sellers to consult with their legal advisers if they have questions about the laws and regulations concerning their products.The guidelines are updated periodically. Sellers are responsible for checking this page regularly to ensure that they comply with our current guidelines.

2. Definitions

The shipping process starts when a customer places an order. Sellers can choose their own logistics partner or opt for TikTok Shop's logistics services (only applicable in select markets). It is important to note that sellers are subject to different responsibilities when selecting either Ship by TikTok or Ship by Seller.

• Ship by TikTok: Order fulfillment is carried out by TikTok Shop.
• Ship by Seller: Sellers choose their own logistics service provider (carrier) to fulfill the order. This option is only available in limited circumstances, such as:
  • Products requiring installation (for example, air conditioning units, ceiling or wall-mounted fans)
  • Products requiring special handling (for example, temperature or climate-sensitive products like flowers, chocolates and vegetables)
  • Dangerous products such as batteries and lighters
  • Bulky or heavy products
• A "working day" refers to any day from Monday to Saturday. Sunday and Public Holidays are considered non-working days.

2.1 Conditions for using Ship by Seller

• Sellers must clearly indicate the estimated delivery timeline for a product on its product detail page.
• Sellers must not attempt to deliver a product configured for delivery via one type (for example, Ship by Seller) by using another type (for example, Ship by TikTok) instead.
• Products configured for Cash On Delivery (COD) will not be eligible for Ship by Seller.
• Sellers must ensure the order's tracking number and status are updated accurately and without delay.
• Sellers can only update the order status to "Delivered"/"Delivery failed" after 24 hours have passed from the time the order status was updated to "Shipped".
• Sellers must keep a copy of the Proof of Delivery (POD) for at least 60 days and produce it at TikTok Shop's request as and when raised.
• Sellers should arrange for delivery to be attempted at least twice before updating an order's status as "Delivery failed".
• TikTok Shop reserves the right to revoke a seller's access to Ship by Seller feature if they are found to be in breach of our Merchant Terms of Service or any conditions mentioned in Section 3 below.
• TikTok Shop will not be liable or responsible in any way if an order is delivered after its status was updated to "Cancelled".

3. Shipping Process

All sellers must take a number of steps to complete the shipping process. We have set the requirements for each of these steps below.

3.1 Confirming an Order

After the customer places an order via TikTok Shop, the seller must review the order to check that the requested item is in stock and can be sold and delivered to the customer. If the seller discovers that it is unable to fulfill an order, the seller must follow the procedure described in the TikTok Shop Customer Order Cancellation, Return and Refund Guidelines to cancel an order.

3.2 Packing and Packaging

Seller must comply with all applicable laws, rules, regulations, ordinances, and directives with respect to product packaging materials. Sellers must also comply with any additional obligations required by relevant law(s) or the logistics service provider, ensure that proper packaging is used for special products.

3.2.1 Item Packaging

Sellers must pack all products carefully to minimize the risk of damage during shipping. Below are some guidelines about packaging:

• Sellers must choose the right size and type of package for their products.
• Sellers must only ship products that are permitted by the carrier.
• Sellers must check the carriers' latest terms, conditions, and policies to confirm that the product can be shipped.
• Sellers must not enclose any messages soliciting positive customer reviews.
• Sellers must not enclose any messages initiating returns in exchange for other benefits or include additional inappropriate information.
• Sellers must not include unauthorized marketing or promotional materials, such as pamphlets, display materials, price tags, stickers, or other irrelevant material.
• In the case of special packaging requirements for liquids, sharp items (for example cutlery, breakables, fragile, perishables, textiles, hazardous materials, and batteries), the seller must follow the instructions of the logistics service provider.
• Sellers must not pack any products that the customer did not order.
• If any items require special handling, sellers are advised to notify the carrier before shipping.

3.2.2 Carton Packaging

Some items may require outer carton packaging. When using cartons, sellers must meet all the requirements below.

• Cartons and packing materials (for example, tonnage or void fill) should sufficiently protect items in transit. The use of inappropriate packaging materials may result in customer rejections and chargebacks.
• Choose a carton size that ensures minimum empty space after items are placed inside it. Sellers can also maximize space utilization by packing multiple units in a single carton whenever possible (without damaging the items).
• Ensure cartons are fastened and sealed, particularly for small and lightweight items (<30 cm longest side, <1kg) to avoid loss/damage in transit.
• Use large-sized dunnage, such as air pillows, whole sheets of paper, sheet foam, or bubble wrap. Do not use loose-fill of any kind, such as Styrofoam peanuts or shredded paper.
• Cartons must not be bundled using bagging, elastic, tape, or extra straps.
• Avoid using large staple pins or nylon fiber-based tapes as they are safety hazards to logistics handling associates.

3.2.3 After-sales Issue (Damaged Packaging)

If an after-sale issue is raised by a customer due to product breakage or damaged package, the following will apply:

• If the seller used the shipping type Ship by Seller, the seller is responsible for the issue.
• If the seller used the shipping type Ship by TikTok, then TikTok Shop will investigate whether it is the seller or the carrier's responsibility. Please note that the carrier will not be liable for any parcel damage arising from the seller's failure to provide secure original packing.
• If the seller and the customer cannot address the issue themselves, we may intervene following TikTok Shop After-sale dispute Escalation Handling Guidelines.

3.3 Labelling the Package

All packages must have a shipping label securely affixed that includes the following information:

• The customer’s name and full postal address (including zip/postcode)
• The customer’s order number
• The seller’s full name and address

When preparing the labeling, all sellers must meet all the following requirements:

• Shipping labels must not include hyperlinks, QR codes, contact information from other platforms, or information that is irrelevant to the order.
• Each carton must have the correct labeling. Carriers may dispose of or liquidate mislabeled units if the owner is unknown. They may also re-label a product at the seller's expense.
• Stick the barcode provided by the carrier on the carton firmly.
• Customers must ensure that the delivery information filled in the order is accurate and complete. If any shipping issue arises due to the customer's incorrect or incomplete receiving information, the customer shall bear the consequences (such as delivery failure).

3.4 Handing Over the Package to Carriers

When handing over packages to logistics partners, please take note of the following differences between shipping types Ship by Seller and Ship by TikTok.

3.4.1 Ship by Seller

For the shipping type Ship by Seller, the seller must:

• Complete all packing and contact their carrier to collect the package accordingly.
• After package collection (package dispatch) has been completed, the seller must take the following actions in the Seller Center:
  • Update the order status as "Shipped" within 2 working days after the buyer has paid for it
  • Enter the valid shipment tracking ID
  • Enter the carrier's name
  • Update the order status as "Delivered" after the item has been delivered

3.4.2 Ship by TikTok

For the shipping type Ship by TikTok, there are two methods for sellers to hand over the package to the carrier:

• Pick Up; or
• Drop Off

Pick up

• Sellers must complete all packing, schedule a pick up, and hand over the package to the carrier within the Service Level Agreement (SLA) period in Section 3.4.3.
• After package dispatch, the carrier will update the order status to "Shipped" in the system.
• The "Shipped" status will be reflected in the Seller Center → Manage Orders panel.
• If there are any delays on the carrier's side, the seller can raise a ticket by choosing the topic "Complaints & dispute - Logistic supplier".

Drop Off

• Sellers must complete all packaging and select the nearest drop off point in the Seller Center.
• They must then update the order status in the Seller Center to "To Ship - Awaiting Collection".
• The seller is then required to drop off the package at the selected drop off point within the order fulfilment timelines.
• After package dispatch, the carrier will collect the package and update the order status to "Shipped" in the system. This status will be reflected in the Seller Center → "Manage Orders" panel.
• If there are any delays on the carrier's side, the seller can raise a ticket by choosing the topic "Complaints & dispute - Logistic supplier".

3.4.3 Service Level Agreements (SLAs)

Please see our Order Fulfilment Timelines article for more information.

3.5 Checking Delivery Status

All deliveries are handled by the carrier from the package dispatch to delivery confirmation. Sellers should pay close attention to all shipping processes as well as the final status of dispatched packages. An order status will be updated to "Delivered" once the carrier updates the package status.

3.5.1 Final Order Status

• For shipping type Ship by Seller, TikTok Shop will use logistics data provided by a third-party company to check and verify the order status. It is important to note that the seller bears all responsibility for customer complaints related to logistics issues or mistakes.
• For shipping type Ship by TikTok, the carrier will update the Seller Center order status to "Delivered" after obtaining the recipient's signature or acknowledgment of receipt.

3.5.2 Delivery Timeline

Please note that the delivery timeline varies under different logistics types.

• For Ship by Seller, sellers should have their own contract with their selected carrier(s) and establish the necessary controls to audit the carrier's quality of service.
  • If a seller fails to deliver an order within 15 calendar days after it has been placed, the order will be considered late and 2 Violation Points will be issued.
  • If a seller fails to deliver the product to the buyer within 30 calendar days after order has been placed, the order will automatically be cancelled.
• For shipping type Ship by TikTok, sellers can check the logistics status update in the Seller Center "Manage Orders" panel.
  • If the carrier fails to deliver a package within the committed delivery time (based on tracking information or feedback from logistics service provider), such delivery shall be deemed delayed.
  • When abnormal delivery occurs, such as package damaged, package lost, delayed shipping, we may cancel the order and/or notify customer to request a refund.

3.6 Order Auto-Cancellation

The TikTok Shop platform auto-cancellation function works to automatically cancel orders and refund buyers if sellers dispatch their orders late.
TikTok Shop will cancel both Pre-orders and Standard Orders if they are not shipped out by their respective shipping deadlines. The conditions for auto-cancellation on TikTok Shop vary depending on whether the order is a Standard order or a Pre-order.

• Standard Orders (non-pre-orders) are orders that sellers are able to fulfill within TikTok Shop's standard Service Level Agreement (SLA). Please see our Order Fulfilment Timelines article for more information.
• Pre-orders are orders that require a longer fulfillment period than the standard Service Level Agreement (SLA). The pre-order feature is only available to invited sellers only.

4. Prohibited Shipping Behaviours

The following are some shipping behaviors that are prohibited on TikTok Shop.

4.1 Misuse of Customer Information

In the course of fulfillment, sellers will have access to sensitive customer contact information (such as full names and addresses). It is paramount that sellers protect customer data and comply with TikTok's privacy policy.
Sellers are obligated to keep all communication records of communications with consumers confidential at all times.

4.2 Shipping Prohibited Products

All sellers must comply with the TikTok Shop Prohibited Products Guidelines* and not sell or ship any prohibited products. Additionally, hazardous materials or dangerous goods may be subject to additional requirements by the carrier.
It is the seller's responsibility to comply with local laws and regulations. Furthermore, all sellers must abide by the carrier's requirements concerning hazardous goods (or other products with shipping restrictions). Please refer to the carrier for more information.

4.3 Fraudulent Shipping

4.3.1 Fraudulent Shipping Behaviour

We do not allow any forms of fraudulent shipping. Typical fraudulent shipping behavior includes but is not limited to:

• Shipping empty packages.
• Shipping incomplete ordered units.
• Shipping products that do not comply with the product detail page or order details.
• Forging shipping label information such as warehouse addresses, routes, receiver information, and delivery addresses.
• Tracking misrepresentation (e.g., invalid shipping tracking numbers, duplicated tracking numbers, no logistics information after tracking ID has been provided for 24 hours, etc.).
• Inconsistency between customer's delivery address and the logistics route.
• Inconsistency between order and shipping data.
• All other inaccurate or wrong shipping information.

Note: The platform reserves the right to dispose of packages that involve any of the fraudulent shipping behaviours mentioned above. Sellers may retrieve these packages from the logistics service provider within 7 calendar days of being informed that their order involves fraudulent shipping behaviours, failing which, the packages will be disposed of without further notice.

4.3.2 After-Sale Issues (Fraudulent Shipping)

If a fraudulent shipping after-sale issue is raised by a customer, different approaches are taken to resolve the issue based on shipping type.

• If the seller uses the shipping type Ship by Seller, the seller must deal with the customer's request in a timely manner with its elected carrier to address the issue. TikTok Shop will not intervene as we have no direct relationship with the carrier.
• If the seller uses the shipping type Ship by TikTok, we will request the carrier to provide the necessary supporting materials for us to investigate the matter. The seller can also raise a ticket to us by choosing topic "Complaints & dispute - Logistic supplier" in Seller Center.

5. Force Majeure

If there are events of force majeure that prevent the seller from dispatching a product to a customer, the seller must report details of the event and its impact (with necessary supporting documents) by raising a ticket in Seller Center. Force majeure events include but are not limited to natural disasters, extreme weather events, pandemic outbreaks, government restrictions, or other extreme events outside the control of the seller. If the situation is verified and acknowledged, TikTok will not impose any penalties on the seller.