TikTok Shop Customer Order Shipping Policy

Overview

This TikTok Shop Customer Order Shipping Policy covers packing and shipping requirements for transactions occurring within Mexico. All sellers who offer products for sale through TikTok Shop must do so in accordance with the TikTok Shop Customer Order Shipping Policy. The information contained in this policy is not exhaustive and not intended as legal advice. We encourage sellers to seek legal advice if you have any questions about the applicable laws and regulations concerning their products or packaging.
Our TikTok Shop policies are updated periodically. We will notify sellers of any changes to this policy. Please see the Seller Terms of Service (as applicable) for details of how we may make changes to our terms and policies. In any event, sellers should check this page often to ensure that you are always up to date with our latest policy.

1. Shipping Types

There are two different shipping types available to sellers.

• TikTok Shipping: Sellers use the Logistics Service Provider (LSP) allocated by TikTok Shop in Seller Center to ship orders.
• Seller Shipping: Sellers choose their own Logistics Service Provider (LSP) to ship orders as long as they are supported by TikTok Shop as mentioned in Ship by Seller User Guide. This option may only be available to selected sellers.

It is important to note that sellers are subject to different responsibilities when selecting either TikTok Shipping or Seller Shipping options.

2. Shipping Process

Below are the steps and requirements involved in shipping an order on TikTok Shop. Sellers must also refer to the TikTok Shop Fulfilment Policy to adhere to the mentioned Service Level Agreements (SLA) to avoid Late Dispatch and Auto-Cancellation of orders.

2.1 Confirming an Order

When a customer's payment is authorized, the status of the order will change to Pending and then, To Ship - Awaiting Shipment. Sellers must review new orders to check that the requested item is in stock and can be sold and delivered to the customer.
Sellers are recommended to print or download the packing list from Seller Center for each order to ensure the correct products are picked from the storage or warehouse location and ready to be shipped.
If the seller is unable to fulfil an order for any reason, the seller must follow the procedure described in our TikTok Shop Customer Order Cancellation, Return and Refund Policy to cancel the order.

2.2 Packing the Order

Sellers must pack all the ordered products carefully to minimise the risk of damage during shipping and ensure compliance with TikTok Shop Seller Terms of Service, the TikTok Shop policies and the applicable laws and regulations. This includes, but is not limited to:

• Complying with all applicable laws, regulations, and carrier requirements concerning product packaging materials and labelling.The seller is responsible to meet special packaging requirements for products as per the applicable laws and regulations.
• Complying with the carriers' latest terms, conditions, and policies and ensure compliance with any special requirements for shipping the relevant product.
• Not enclosing any messages soliciting positive customer reviews or indicating customers may initiate returns in exchange for other benefits.
• Ensure that no unsolicited marketing or promotional materials are included, such as pamphlets, display materials, price tags, stickers, or other similar material.
• Ensure that no additional products that the customer did not order are included in the package.
• Notify the carrier before shipping if any product requires special handling in accordance with the applicable carrier terms.

All after-sale concerns raised by customers due to missing products, products damaged, packages damaged, defective products, wrong products, etc., will be resolved according to the TikTok Shop After-Sale Dispute Escalation Policy.

2.3 Adding and Verifying the Tracking Information

For the shipping type Seller Shipping, sellers must add the order's Tracking ID, Shipping Provider, and Shipping Service information. This must also match with information on the shipping label applied to the respective package. This can be done by selecting Add tracking info for each order listed under To Ship - Awaiting Shipment tab in Seller Center. Providing incorrect tracking information may result in late dispatch and order cancellations.
Note: Sellers must use extreme caution while entering the tracking information. If sellers realize that the tracking information was mistakenly entered, they will able to edit the tracking information once in Seller Center as long as the tracking status has not yet been marked as "Delivered".TikTok Shop has mechanisms and processes designed to detect tracking misrepresentation, such as the use of invalid tracking numbers, duplicative tracking numbers, lack of logistic information, and enforcement actions can be taken against the seller's account in accordance with our Seller Terms of Service.For the shipping type TikTok Shipping, sellers do not have to add the tracking information for each order. Sellers can create shipping labels for orders in Seller Center by selecting them individually or in bulk under "Manage Orders" > "To Ship">"Create Shipping Labels" button. Once the appropriate options are selected, the corresponding order will be automatically updated with all the tracking information.
Once this step is completed, the status of the shipment changes to To Ship - Awaiting Collection.

2.4 Shipping Label Application

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

• The customer's name and full postal address (including postal code)
• The customer's order number
• The address to be used for returns (as entered in Return Warehouse section in Account Settings)

When preparing the labels, sellers must meet the following requirements:

• Shipping labels must not include hyperlinks, QR codes, contact information from other platforms, or information irrelevant to the order.
• Every package must have the correct labeling. If a mislabeling is identified and the seller fails to respond after being notified, it will be understood that the seller has consented to the LSP disposing of or liquidating the undelivered orders. Additionally, the LSP may re-label an order at the seller's expense.
• Shipping labels or barcodes provided by LSP must be applied firmly on the package.
• It is the customers' responsibility to ensure that the order delivery information is accurate and complete. If any shipping issue arises due to the customer's incorrect or incomplete address, the customer will bear the consequences (such as delivery failure).

2.5 Handing Over of Package to Logistics Service Providers

For the shipping type Seller Shipping, packages must be dropped off at the LSP before the Transit to Ship SLA (also referred to as dispatch SLA) ends. After package drop-off has been completed, sellers must ensure that the orders are listed under the Shipped tab in Seller Center with the order status displayed as In Transit. If the status of the order is still To Ship - Awaiting Collection, it is likely that the LSP hasn't started processing the order. Sellers are required to work with their LSP to process the order within the dispatch SLA.

• Note: Sellers using shipping type Seller Shipping must add the order's Tracking ID, Shipping Provider, and Shipping Service information in Seller Center prior to handing over the package to LSP or within the dispatch SLA. For shipping type Seller Shipping, sellers bear the responsibility of providing timely and precise dispatch information. In instances where the carrier, or partner carrier, fails to deliver timely and accurate information regarding the order's actual status, whether due to zone skipping or any other cause, these lapses will be regarded as a seller failure to adhere to the SLAs set out in this Policy.

For the shipping type TikTok Shipping, sellers can either Drop Off the packages or request the LSP for a Pick-Up.

• If sellers is allocated to Drop Off when completing the Arrange Shipment step, they are required to drop off the package at the selected drop-off point before the Transit to Ship SLA.
• If sellers is allocated to Pickup when completing the Arrange Shipment step, the LSP will get a notification to collect the package within 48 hours.
• For the shipping type TikTok Shipping, once the LSP starts processing the order, the status of the order will automatically change to Shipped status in Seller Center. Sellers choosing the TikTok Shipping option can raise a ticket through the Help Center if they experience any processing delays by the LSP.

For TikTok Shipping and Seller Shipping shipping types, Sellers must ensure the package is with the LSP within the dispatch SLA, as stated in our TikTok Shop Fulfillment Policy. Before handing over a package to the correct LSP, it is the seller's responsibility to ensure that the product and its packaging are intact and that the correct shipping labels are applied. TikTok Shop recommends that sellers take photos of packages for record-keeping purposes in case of any potential customer disputes.

2.6 Checking Delivery Status

Sellers must pay close attention to all shipping processes and the final status of dispatched packages. An order's status will be updated to Delivered once the LSP updates the final package status.

Final Order Status

• For shipping type Seller Shipping, TikTok Shop will use logistics data provided by a third-party company to verify order statuses. This information will be used to automatically update the order status to Delivered.
• For shipping type TikTok Shipping, the Seller Center order status will automatically update to Delivered after LSPs confirm the delivery of the shipment.

Delivery Timeline

If an order is not delivered within the committed delivery time (based on tracking information or feedback from the logistics service provider), it will be considered a delayed delivery.

• For shipping type Seller Shipping, sellers must have their own contract with their selected LSP and establish the necessary controls to audit their quality of service.
• For shipping type TikTok Shipping, sellers can check the logistics status update in Seller Center Manage Orders panel.

2.7 Auto-Cancellation of Delayed Orders

Orders that meet the auto-cancellation threshold in the SLA will be automatically canceled by TikTok Shop, as stated in TikTok Shop Fulfillment Policy.

3. Shipping Costs

Sellers can only include shipping charges related to the cost of shipping and handling of the items being delivered, to the maximum extent permitted by applicable local law, and prior notice to the consumer, including but not limited to:

• Cost of shipping service
• Costs related to handling, including the cost of packaging materials and insurance
• Cost of delivery confirmation or extra services, such as certificate of mailing, certified mail, etc., and
• Any additional fees for handling and packaging

4. Prohibited Shipping Behaviors

The following is a non-exhaustive list of shipping behaviors that are prohibited on TikTok Shop.
Note: Sellers must not dishonestly or fraudulently change order statuses. We will monitor and audit order statuses and take action against the seller's account if any fraudulent behavior is identified, to the maximum extent permitted by applicable local law.

4.1 Misuse of Customer Information

• Sellers are required to comply with TikTok's Privacy Policy and are strictly prohibited from misusing any sensitive customer contact information (such as full names and addresses) under any circumstances.
• Sellers must only communicate with customers through TikTok Shop's Shop Chat in Seller Center. Any other forms of communication outside of Shop Chat is prohibited.
• Sellers are obligated to keep records of all communications with customers confidential at all times.

4.2 Shipping Hazardous or Dangerous Products

• Sellers must not sell or ship any prohibited product or products recalled by manufacturers or governmental, national, or international agencies. They must comply with TikTok Shop Prohibited Products Policy and the applicable local laws at all times.
• It is the seller's responsibility to comply with all local laws and regulations. Sellers must abide by their LSP's requirements concerning hazardous goods (or other products with shipping restrictions).

4.3 International Drop-Shipping and Consolidation

• Sellers based in Mexico are prohibited from using international third-party suppliers and international consolidation services to fulfill or ship orders.
• Sellers based in Mexico can only utilize domestic shipping consolidation services that are based in Mexico.
• All orders fulfilled by sellers based in Mexico must be processed, labelled, and shipped from the warehouse addresses listed in Seller Center.
• Sellers are prohibited from listing products on TikTok Shop that are fulfilled, bought, and arranged from another retailer or e-commerce marketplace. All inventory must be stocked in the Mexico warehouses listed by the seller in Seller Center, complying with applicable regulations.

4.4 Fraudulent Shipping Behavior

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 (for example, invalid shipping tracking numbers, duplicated tracking numbers, no logistics information after tracking ID has been provided for 24 hours, etc.)
• Inconsistency between a customer's delivery address and the logistics route
• Inconsistency between order and shipping data
• All other inaccurate or wrong shipping information
• Listing of products on Tiktok Shop

Sellers who are found engaging in prohibited or fraudulent shipping behavior will have enforcement actions taken against their account in accordance with our Seller Terms of Service. All after-sale concerns raised by customers due to fraudulent shipping will be resolved according to our TikTok Shop After-Sale Dispute Escalation Policy.

5. Force Majeure

If there are events of force majeure that prevent sellers from dispatching a product to customers, they 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 of the seller's control. If the situation is verified and acknowledged, TikTok Shop will not impose any penalties on sellers related to the force majeure event.

6. Enforcement Actions

Sellers who are deemed to have violated this policy may have enforcement actions taken against them in accordance with our Seller Terms of Service, to the maximum extent permitted by applicable local law. Sellers should note that repeated offenses will result in stricter enforcement actions per our TikTok Shop Seller Enforcement Policy.
A non-exhaustive list of the enforcement actions includes the following:

• Removing the products from TikTok Shop
• Removing content from TikTok Shop
• Formal warning messages
• Setting an Order Volume Limit (OVL) that limits the amount of orders a seller may receive
• Suspension of seller permissions
• Receiving settlements after the standard settlement period
• Temporary or permanent withdrawal of seller benefits, such as shipping fee incentives
• Temporary or permanent suspension of access to TikTok Shop prior notice;
• Termination of one's status as a seller
• Reporting the seller to the relevant regulatory authorities for prosecution

If a seller does not agree with the application of an enforcement action against them, they may file an appeal through Seller Center or the TikTok Shop app by raising a ticket. TikTok Shop will then investigate the case and if it is determined by TikTok Shop, in its sole discretion, that the enforcement may be overturned, TikTok Shop will proceed accordingly. The decision to apply enforcement actions toward sellers is made after revising all available information regarding TikTok Shop Seller Enforcement Policy Performance in accordance with our Seller Terms of Service.
Sellers should note that they are responsible for collecting and preparing all supporting documents that may be required during a case investigation.