Caitongswift Delivery Policy 1. General Provisions This delivery policy applies to all product transactions conducted on [E-commerce Platform Name] (hereinafter referred to as the “Platform”). It aims to clarify the rights, obligations, and responsibilities of the platform, merchants, and consumers during the delivery process, and to ensure smooth transaction fulfillment.
2. Delivery Time (1) In-Stock Items Under normal circumstances, orders will be shipped within 1 business day after successful payment, provided the items are in stock and the order information is correct. Estimated delivery time: Within 10 business days after shipping. Actual delivery time may vary due to factors such as remote delivery locations or unforeseen logistics disruptions.
(2) Pre-Sale Items Merchants must clearly indicate the estimated shipping time on the product detail page. Items are generally shipped within [specific time frame]. If a delay occurs due to special circumstances, the merchant must notify the customer at least 1 day in advance via SMS, platform message, or public notice, and provide a new estimated shipping time.
(3) Customized Items Delivery time for customized items must be agreed upon by the merchant and the customer and clearly noted in the order. Unless otherwise specified, customization and shipping should be completed within 3 business days.
(4) Special Periods During public holidays, major promotional events, or other special periods, shipping and delivery times may be extended. The platform will publish a notice in advance to inform customers of the estimated time frame.
3. Logistics and Delivery (1) Shipping Methods The platform partners with qualified and reputable logistics service providers (e.g., [Logistics Company 1], [Logistics Company 2]) and selects the most appropriate shipping method based on the product type and customer address. For valuable or fragile items, the platform or merchant may opt for insured shipping and will inform the customer in advance of any additional fees and service details.
(2) Shipping Costs Shipping fees are calculated based on factors such as product weight, volume, and delivery location. The specific amount is displayed on the product page or checkout page. If the order qualifies for free shipping (e.g., purchase amount exceeds 10 USD, or specific promotional items), the customer will not be charged for shipping.
(3) Order Tracking Customers can track their shipment in real time using the tracking number provided on the order details page via the logistics provider’s website or platform tracking portal. Merchants and the platform must ensure that logistics information is updated promptly and accurately.
4. Delivery Address The delivery address is based on the shipping information provided by the customer during checkout. Customers are responsible for ensuring the address is correct and complete. If the item is returned, delayed, or incurs additional costs due to an incorrect, incomplete, or undeliverable address, the customer will bear the related responsibility and expenses. If the customer wishes to change the address, they must submit a request through the platform before shipment, and any change must be approved by the merchant. After shipment, changes are generally not permitted unless negotiated between the customer, merchant, and logistics provider.
5. Product Inspection and Acceptance (1) Inspection Before Signing Before signing for the delivery, customers should inspect the outer packaging for damage, signs of tampering, moisture, or deformation. If such issues are found, the customer has the right to refuse the delivery and should immediately contact the merchant or platform customer service. Merchants must respond within 24 hours and negotiate a solution, such as a replacement shipment or refund. For items requiring on-site inspection (e.g., electronics, large furniture), the customer may inspect the item in the presence of the delivery personnel. If damage, missing parts, or inconsistencies are found, the customer should take photos as evidence and contact the merchant or platform within 24 hours. Merchants must handle the issue per after-sales policies.
(2) Post-Signature Issues Within 24 hours of signing for the item, if the customer discovers a quality defect, malfunction, or inconsistency with the product description, they may initiate a return or exchange request per the platform’s after-sales policy. The customer must retain the product in its original condition along with packaging, accessories, and manuals. The merchant must review the request within 3 business days. If approved, the merchant shall provide return instructions. If denied, a clear reason must be given.
6. Handling Delayed Delivery (1) Merchant-Caused Delays If delivery is delayed due to stock shortages, dispatch errors, or other merchant-side issues, compensation is provided as follows:
Delay within 3 days: The customer receives a coupon or cash equivalent to 5% of the order amount.
Delay exceeding 3 days: The customer may cancel the order. The merchant must issue a full refund within 3 business days, plus 10% of the order amount as compensation. The platform may issue warnings or penalties to merchants based on the severity of the delay.
(2) Non-Merchant-Caused Delays In case of force majeure (e.g., natural disasters, government actions, wars) or logistics company responsibility, the merchant must notify the customer promptly and provide evidence. Once resolved, the merchant must resume delivery as soon as possible. If the customer cancels due to such delays, the merchant must issue a full refund within 3 business days. The platform and merchant bear no additional compensation liability but should communicate effectively with the customer.
7. Delivery Policy for Returns and Exchanges (1) Returns Upon approval of a return request, the customer must return the item to the merchant’s designated address within 3 business days. Return shipping cost responsibility:
If due to product defects or merchant error, the merchant covers the shipping cost.
If due to customer reasons (e.g., dislike, size issue), the customer bears the cost unless the product was eligible for unconditional return with free shipping.
Merchants must inspect returned goods within 3 business days. If accepted, a refund will be processed via the original payment method within 1 business day. If the returned item fails inspection (e.g., damaged, tags removed), the merchant may deny the refund and inform the customer of the reason.
(2) Exchanges Once an exchange request is approved, the merchant must ship the replacement item within 3 business days. The delivery process follows the same terms as standard item delivery. If delayed due to merchant reasons, the delay policy applies. If delayed due to the customer’s failure to return the original item, the customer bears responsibility.
8. Policy Amendments and Interpretation (1) Amendments The platform reserves the right to modify this policy in response to changes in laws, business needs, or market conditions. Updated policies will be posted as announcements and will take effect on the stated effective date. Customers and merchants should review updates regularly. Continued use of the platform indicates acceptance of the updated policy. Those who disagree may discontinue use.
(2) Interpretation The final right of interpretation of this policy belongs to [E-commerce Platform Name]. For any questions or suggestions, please contact the platform’s customer service.
