Order Fulfillment Timelines
In order to provide customers with a positive experience on TikTok Shop, sellers are required to meet certain order fulfilment timelines.
When should my orders be prepared for shipment?
All orders must be prepared by 23:59H, 2 business days from when the order was placed. This is also known as the "Preparation Time".Note:- For Ship by Seller orders, sellers are required to use trackable shipping services from TikTok Shop's Approved Integrated Carriers for all orders to reduce the risk of order cancellations.
- If the order is placed on a non-business day, then the order must be "Awaiting Collection" by 23:59H on the 2nd business day after the order is placed (e.g. An order placed on Saturday must be "Awaiting Collection" by 23:59H on Tuesday).
- If orders do not meet these timelines, your Late Dispatch Rate may be affected and result in auto-cancellation by the platform.
When should my orders be handed over to the carrier?
All orders must be handed to the carrier by 23:59H, 3 business days from when the order was placed. This is also known as the "Handling Time".Note:- If the order is placed on a non-business day, then the order must be "Shipped" by 23:59H on the 3rd business day (e.g. An order placed on Saturday must be "Shipped" by 23:59H Wednesday)
When will my orders be cancelled by the platform?
Orders will be automatically cancelled by TikTok Shop if they do not meet the timelines below:- The order is not ready for shipment by 23:59H, 7 business days from when the order was placed (i.e. the order status is not set to "To Ship - Awaiting Collection").
- The order is ready for shipment but has not been delivered by the carrier by 23:59H, 21 calendar days from the Estimated Delivery Time.
- If orders do not meet these timelines, your Seller-Fault Cancellation Rate may be affected.
Frequently Asked Questions
How can I ensure orders are fulfilled on time?
- Ensure that the inventory updated in Seller Center is accurate to prevent sourcing delays or order cancellations;
- Only use traceable shipping methods with TikTok Shop's Approved Integrated Carriers (carriers) for all orders to avoid order cancellation; and
- Verify the accuracy of shipping details, including the tracking number and carrier, before updating the order status in the Seller Center to avoid cancellation
- Note: Sellers can correct tracking information in Seller Center within 72 hours of entry if a mistake is made.
What is an Estimated Delivery Time (EDT)?
The time-frame within which an order is expected to be delivered to the customer's address once the order is placed. This is expressed as a range of dates on the Product Display Page. EDT and the corresponding date range associated with an order is derived by adding the Handling Time and Shipping Time. For more information, click here.
How are Estimated Delivery Times Calculated?
EDT(Estimated Delivery Time) = Handling time + Shipping time.
What is Handling Time?
The number of business days required for a seller to fully process an order and hand it over to the carrier
What is Shipping Time?
The number of days a carrier is estimated to take to deliver an order to the associated address.