TikTok Shop Order Shipping Policy

1. Overview

• This TikTok Shop Order Shipping Policy (hereafter referred to as "this Policy") covers the requirements that Sellers must meet when packing and shipping Products purchased on TikTok Shop (hereafter referred to as "the platform").
• The Platform may take enforcement action as set out in this Policy, the Seller Performance Evaluation Policy, any other Platform Policy, and the Seller Terms of Service.
• This Policy is not exhaustive, and Sellers are solely responsible for ensuring that they do not engage in any practice that is prohibited under this Policy, and that they comply with applicable laws and regulations, and all Platform Terms and Policies.
• Sellers may wish to seek independent legal advice if they have questions about the laws and regulations concerning their practices.
• Our Policies are updated periodically. We will notify you in advance of any changes to this Policy. Please see the Seller Terms of Service for details of how we may make changes to our terms and policies. Sellers are responsible for checking this page regularly to ensure they comply with our Policy.

2. Definitions

• A "business day" refers to any day from Monday to Friday. Saturday, Sunday and public holidays in Japan are considered non-business days.
• Package refers to the parcel containing a product ordered by a customer on TikTok Shop.
• Ship by Seller is a shipping type where sellers must choose a carrier from the list of the platform's Approved Integrated Carriers to fulfill the order.
• Ship by TikTok is a shipping model where sellers may use logistics services provided by TikTok Shop, with TikTok Shop arranging shipment fulfillment through third-party logistics carriers.
• Approved Integrated Carriers (hereafter referred to as "carriers") are specific carriers and services approved by TikTok Shop Japan.
• Trackable Shipping Options refer to shipping options that allow both the customer and yourself to monitor the location and status of a package using a tracking number.

3. Seller Responsibilities

• Sellers must use a trackable shipping option offered by one of TikTok Shop's Approved Integrated Carriers
• Sellers must ensure that packages are ready for shipment and arrange for pick-up or drop-off within the Order Fulfilment Timelines.
• Sellers must ensure the shipping details, including the tracking number and carrier, are updated accurately and without delay;
• Sellers are responsible for following-up and working with carriers to ensure delivery
• Sellers are responsible for seeking compensation from carriers when faced with logistics-related issues due to the carrier (including delivery even after an order is cancelled).

4. Order Fulfilment Timelines

• For each TikTok Shop order received, the Seller must take the actions set out in the table below within the agreed timeframe specified in the table.

4.1 Shipping Metrics

• The Late Dispatch Rate (LDR) is the percentage of all orders (over a period of 7 calendar days) that are not updated to "Awaiting Collection" status by order fulfilment timelines.
• The Seller-fault Cancellation Rate (SFCR) is the percentage of all orders (over a period of 7 calendar days) that are cancelled by the seller or due to the fault of the seller.
• The Valid Tracking Rate (VTR) is the percentage of all packages (shipped over a period of 7 calendar days) that are "Shipped by Seller" using a tracked shipping method by approved carriers.
• The On-Time Delivery Rate (OTDR) is the percentage of all orders (over a period of 7 calendar days) that are delivered within the designated delivery timeline of 5 business days.

5. Shipping Process

5.1 Confirm the 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 is unable to fulfil an order, the Seller must follow the procedure described in our TikTok Shop Customer Order Cancellation, Return and Refund Policy to cancel the customer's order.

5.2 Pack the Order

• The Seller must pack the order in a manner that minimises the risk of damage during shipping and ensures compliance with the TikTok Shop Seller Terms of Service, the TikTok Shop Policies, and applicable laws and regulations. This includes, but is not limited to:
  • Complying with the Carriers' latest terms, conditions, and policies and any special requirements imposed by the Carrier, which can be found in the Shop Academy;
  • Not enclosing any messages soliciting positive customer reviews or indicating that customers may initiate returns in exchange for other benefits;
  • Ensuring that no unsolicited marketing or promotional materials are included with the order;
  • Ensuring that the Package does not contain products that the customer did not order; and
  • Before shipping any products that require special handling, Sellers must review the Carrier's applicable terms and conditions, to confirm whether the Carrier can ship the goods.

5.3 Create and Affix a Shipping Label

• The Seller is encouraged to create and affix a shipping label to the Package within one Working Day from receipt of the order.
• The Seller must securely affix a shipping label to the Package. The shipping label must include the following information, as well as any other information required by applicable law:
  • The customer’s name
  • The customer's full postal address (including zip/postcode)
  • The customer's order number
  • The Seller’s full name and address
• Shipping labels must meet all of the following requirements:
  • A shipping label must not include Seller contact information, other than the Seller's contact details as included on their TikTok Shop; and
  • A shipping label must not cover or remove other barcodes to render them unscannable.
  • Shipping labels must be trackable on the official website of the selected TikTok Shop's Approved Integrated Carrier. Failure to adhere to this may negatively impact your Valid Tracking Rate (VTR) and/or Seller-fault Cancellation Rate (SFCR) set out in this policy;
  • Shipping labels must not include hyperlinks, QR codes, contact information from other platforms, or information that is irrelevant to the order.
  • Each Package must have the correct label attached to it. Carriers may dispose of mislabelled Packages or re-label the Package at the Seller's expense.
• Sellers are not responsible for the accuracy of delivery information that has been provided by the customer. If any issue arises in relation to delivery of the product due to incorrect or incomplete information provided by the customer, the customer may bear any additional delivery cost, where agreed with the customer.
• The Seller may liaise with the customer to obtain the correct information and aid in delivery to the correct address and, if required, raise tickets to TikTok Shop's Customer Service in the Seller Center for assistance in resolving these issues.

5.4 Hand Package to the Carrier

• When handing over a Package to a Carrier, the Seller is responsible for:
  • Completing all packing and contacting their carrier to collect the package accordingly.
    • Update the order status as "Awaiting Collection" within the timelines in Section 4.
    • Enter the valid shipment tracking ID. Failure to adhere to this may negatively impact your Valid Tracking Rate (VTR)
    • Enter the carrier's name
  • After package collection (or package dispatch) has been completed, the seller must take the following actions in the Seller Center:
    • Update the order status as "Shipped" within the timelines in Section 4.

5.5 Monitor Package progress until delivery

• If a seller fails to deliver the product to the buyer by the Estimated Delivery Time, the order will automatically be cancelled 10 calendar days from the Estimated Delivery Time.

5.5.1 Final Order Status

• An order status will be updated to "Delivered" once the carrier updates the package status.
• TikTok Shop will use logistics data provided by a third-party company to check and verify the order status.

5.5.2 Lost or Delayed Delivery

• A Package will be deemed "lost" if it has not been received by a customer and the Carrier has indicated that the Package is considered to be lost.
• If the Carrier fails to deliver a Package within the estimated delivery time provided to the customer, the Package will be deemed "delayed".
• If a Package becomes lost or if it becomes damaged during the packaging or shipping process, or if its shipping is delayed, TikTok Shop will notify the customer and grant them the option to cancel the order and get a full refund or, if possible, to receive a new product at no additional cost.

5.5.3 Order Auto-Cancellation

• The TikTok Shop order auto-cancellation feature automatically cancels orders and issues refunds to buyers if sellers dispatch orders late, fail to dispatch within the specified shipping deadlines, or fail to ensure delivery by certain delivery deadlines. Orders canceled through this feature will count against your Seller-Fault Cancellation Rate (SFCR). If sellers wish to file an appeal, please refer to the Seller Evaluation Policy to learn more.

6. Prohibited Shipping Behaviours

6.1 Misuse of Customer Information

6.2 Shipping Prohibited Products

6.3 Fraudulent Shipping

• Shipping empty, incomplete, or incorrect products that don't match order details or descriptions.
• Falsifying shipping label information (e.g., addresses, routes, receiver details) and misrepresenting tracking information (e.g., invalid or duplicated tracking numbers, lack of updates).
• Discrepancies between delivery addresses, logistics routes, and shipping data.
• Any other inaccurate or incorrect shipping information.

6.4 Excessive Shipping Fees

1. Set the Correct Shipping Fee Ranges in the Shipping Template:

• TikTok Shop’s shipping fee range limits are based on public carrier rates, reasonable handling costs, and shopper perception.
• When creating or editing a shipping template in Seller Center, the system will prevent you from saving it if the fee exceeds TikTok Shop’s allowed range.

2. Take Action on Excessive Shipping Fee Detection Warnings:

• You will receive a warning with a 7-day notice period before enforcement.
• Review and adjust your shipping template within the 7-day notice period.
• If no action is taken, all products linked to the affected warehouse may be enforced.

7. Force Majeure