TikTok Shop Fulfillment Policy

Overview

The TikTok Shop Fulfillment Policy covers a range of terms and metrics regarding the fulfillment process for sales in Mexico. 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 generally 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 regularly to ensure compliance with our current policy.

Definitions

• Auto-Cancellation refers to the process of automatically canceling orders by TikTok Shop on the behalf of sellers. Learn more about our TikTok Shop Customer Order Cancellation, Return, and Refund Policy.
• Stocking Time with respect to an ordered product, refers to the time from the Business Day after payment that the ordered product is made until the seller finishes packing the ordered product for shipment.
• Ready to Ship (or RTS) and Awaiting Collection, refers to the status of the ordered product once the seller completes packing the ordered product for shipment, applies the shipping label to the package for the ordered product, and adds the tracking information in Seller Center. All orders meeting the RTS status are grouped under "Awaiting Collection" in Seller Center.
• Transit to Ship (or TTS), Shipped, and Dispatched, refers to the status of the ordered product once the ordered product is picked up by, or dropped off at the logistics service provider. All orders meeting the TTS status are grouped under "Shipped" in Seller Center.

Fulfillment Policy

Service Level Agreement (SLA)

SLAs are the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process (e.g. Ready to Ship, Dispatch, Transit to Ship). Note: Business Day refers to each day that is neither a Saturday, Sunday, nor a Mexico public holiday.

SLA Cut-Off Time

The Cut-Off Time for each SLA is defined as 11:59:59 PM (local time) on the applicable business day or calendar day. For example, for Mexico-based sellers to meet the Transit to Ship (TTS) SLA or Dispatch SLA three (3) business days, they must pack the ordered product for shipment, add the tracking information in Seller Center, and ensure the product has been collected by the logistics service provider (LSP) no later than 11:59:59 PM local time on the third business day from the order date.Below is a detailed breakdown of the Cut-Off Times for SLAs:

Recognized Holidays

For the purpose of SLA and fulfilment metric calculations, TikTok Shop Mexico does not count the following holidays as Business Days. Orders placed or due on these dates will have their SLA timelines adjusted accordingly.

Note: Recognized holidays are reviewed annually and may change. This list applies to 2026 only.

Transit to Ship or Dispatched Time-Stamp Calculation

To determine the actual Transit to Ship (or TTS) timestamp (the time that an order was picked up by or dropped off at a Logistics Service Provider (or LSP)), TikTok Shop will look at the available scan performed by Logistics Service Provider (or LSP) closest in time to when the order was first picked up by or dropped by or dropped off at a Logistics Service Provider (or LSP). Here are the following possible scans that TikTok Shop may use:

• Pickup and Drop-off Time: If this scan is available, TikTok Shop will use this as the actual TTS time stamp when the order was collected by the Logistics Service Provider (or LSP).
• Transport In-Transit Scan: If this is the first available scan, TikTok Shop will use this scan minus twelve (-12) hours of a Business Day as the actual TTS timestamp. The 12 hours represent the time the package was most likely with the Logistics Service Provider (or LSP) prior to that scan.

Fulfillment Metric Calculation Period and Targets

Late Dispatch Rate

LDR is calculated as the percentage of orders within the applicable calculation period that failed to change to Transit to Ship (or TTS), Shipped, or Dispatched status beyond 3 business days. This metric includes both orders dispatched late and orders that remain unshipped beyond the SLA deadline. All sellers are expected to maintain at all times an LDR of equal to or less than 4%.Any late-to-dispatch order canceled by the seller or customer after the end of the Transit to Ship SLA will be included in the LDR calculation.Note: Late Dispatch Rate (LDR) = Number of Order Shipped Late (Exceeding Transit to Ship SLA) / Number of Orders Shipped In That Period.

Seller Fault Cancellation Rate

Seller Fault Cancellation Rate (or SFCR) is calculated as the percentage of confirmed orders placed in the applicable calculation period that were canceled due to the seller's fault and prior to the orders reaching Transit to Ship (TTS) or Shipped or Dispatched status. All sellers will be expected to maintain at all times an SFCR of equal to or less than 2.5%. Note: Late Dispatch Rate (LDR) = (Orders Shipped Late + Orders Still Unshipped Post-SLA) ÷ (Total Orders Due for Shipment in That Period)

Valid Tracking Rate

A Valid Tracking Rate (or VTR) is calculated as the percentage of a seller's orders processed within the calculation period that had accurate and verifiable tracking numbers. Sellers must accurately input the relevant tracking IDs, Shipping Provider Name, and Shipping Service to ensure the tracking information provided is valid. All sellers must continuously maintain a VTR of equal to or greater than 95%. Learn more about our TikTok Shop Customer Order Shipping Policy.

Enforcement Actions

Sellers who are deemed to have violated our policies may have enforcement actions taken against them in accordance with our Seller Enforcement Policy and our Seller Terms of Service. Sellers should note that repeated violations will result in stricter enforcement actions.

Appeal

If a seller does not agree with the application of an enforcement action, the seller may file an appeal through Seller Center or the TikTok app by raising a ticket. TikTok Shop will then investigate the case and take related actions when applicable. The decision to apply enforcement actions toward sellers is made after revising all the relevant documents and information provided by the seller. Sellers should note that they are responsible for collecting and preparing all supporting documents that may be required during a case investigation.