Shipping Policy

1. Shipping Timeline & Fulfillment Requirements

Upmos enforces a 3-day order fulfillment mandate for all marketplace sellers. This commitment ensures customer confidence and marketplace reliability.

• Fulfillment Window: Orders must be packed and shipped within 3 business days of order confirmation (excludes weekends and holidays).
• Acceptable Shipping Options:
  • Standard Shipping: 5–10 business days
  • Express Shipping: 2–3 business days
  • Overnight Shipping: 1 business day
• Order Confirmation: Confirmation timestamp is automatically set by the Upmos system when order is placed. Sellers receive email notification immediately.
• Pre-orders & Made-to-Order Items: Must clearly label in product description. Extended fulfillment windows require written pre-approval from Upmos.
• Bulk Orders: Orders of 50+ units require written agreement on fulfillment timeline; standard 3-day rule suspended pending negotiation.

2. Packaging Standards & Requirements

Professional, secure packaging reflects on the Upmos brand and reduces damage claims, lost items, and customer dissatisfaction.

• General Standards: All items must be packed securely in a clean box, padded mailer, or protective container. No visible damage to external packaging.
• Fragile Items: Electronics, glassware, ceramics, and other delicate goods require:
  • Bubble wrap or foam padding (minimum 2 inches)
  • Corrugated cardboard box (not bags or envelopes)
  • “FRAGILE” label on exterior
  • Anti-static bags for electronics
• Branded Materials (Encouraged): Include business card, thank-you note, or branded sticker for customer experience enhancement. Not mandatory but recommended for 5-star reviews.
• Prohibited Packaging: No reused packaging with competitor logos, damaged boxes, or loose items floating inside. Sellers liable for damage claims if packaging is inadequate.

3. Carrier Selection & Tracking Requirements

All orders must be shipped via approved carriers with real-time tracking accessible to customers on the Upmos platform.

• Approved Carriers:
  • USPS (Priority Mail, Priority Mail Express)
  • UPS (Ground, 2-Day, Next Day Air)
  • FedEx (Ground, Express, Overnight)
  • DHL (domestic and international)
  • Regional carriers (case-by-case approval: OnTrac, LaserShip, etc.)
• Tracking Upload (MANDATORY): All tracking numbers must be uploaded to the Upmos dashboard within 24 hours of shipment. Customers automatically receive tracking email.
• Tracking Format: 9–25 digit alphanumeric code. If using regional carrier, provide direct carrier URL so customers can access tracking independently.
• International Shipments: Customs forms (CN-22 or CN-23) required for USPS. Seller responsible for accurate item descriptions and declared value on customs documentation.

4. International Shipping & Customs Compliance

International sales are subject to customs regulations, VAT collection, and compliance obligations in the destination country.

• Seller Responsibility: Sellers are responsible for:
  • VAT/GST collection and remittance to destination country (if applicable)
  • Accurate HS codes and item descriptions for customs
  • Duty and tax handling (DDU: Delivered Duty Unpaid)
  • Proper customs forms (CN-22 for <$300 USPS, CN-23 for packages; FedEx/UPS handle forms automatically)
• Upmos Role: Upmos platform handles logistics routing only. We do NOT collect or remit international taxes; sellers must comply independently with destination country law.
• Prohibited Destinations: Sellers may not ship to countries embargoed by the U.S. Office of Foreign Assets Control (OFAC), including Iran, North Korea, Syria, and Cuba (unless licensed).
• Restricted Products: Some items (batteries, liquids, hazmat, ivory, endangered species) have additional international restrictions. Check destination country before listing.

5. Loss, Damage & Claims Process

The seller is liable for items lost or damaged in transit unless they purchased carrier insurance and properly documented it.

• Seller Liability (Default): If an order is lost or damaged and no carrier insurance was purchased, the seller must provide a full refund or replacement at no cost to the customer.
• Recommended Insurance:
  • USPS: $2.80 for up to $100 coverage
  • UPS/FedEx: ~2–3% of shipment value
  • Third-party insurance (Pirate Ship, ShipCover): $0.50–$3.00 per order
• Claims Timeline: Customers have 14 days from expected delivery date to file a damage/loss claim through Upmos. Sellers must respond within 48 hours with photos, tracking, or insurance documentation.
• Resolution:
  • If carrier insurance exists: Submit claim to carrier; provide Upmos with claim reference number
  • If no insurance: Seller must refund or ship replacement immediately
  • If seller disputes: Upmos reviews photos/documentation; decision is final

6. Performance Metrics & Monitoring

Upmos tracks seller shipping performance via three key metrics. Sellers can view their performance dashboard anytime.

• Metric 1: On-Time Delivery Rate
  • Measure: % of orders shipped within 3 business days
  • Target: ≥95% on-time rate
  • Calculation: (On-time orders / Total orders last 30 days) × 100
• Metric 2: Tracking Update Rate
  • Measure: % of tracking numbers uploaded within 24 hours of shipment
  • Target: 100% (all orders)
  • Penalty: Tracking-only disputes auto-resolved in customer’s favor if tracking not provided within 24h
• Metric 3: Damage & Dispute Rate
  • Measure: (Loss claims + Damage claims + Shipping disputes) / Total orders
  • Target: <1% damage rate, <2% dispute rate
  • Threshold: >5% triggers audit review

7. Performance Thresholds & Account Status

Seller shipping performance determines account status and platform privileges. Status is updated monthly on the dashboard.

8. Exceptions & Force Majeure

Limited circumstances excuse sellers from the 3-day fulfillment mandate and performance penalties.

• Force Majeure Events (Approval Required): Natural disasters, government shutdown, carrier strikes, pandemic restrictions. Seller must notify Upmos within 24 hours with documentation (emergency declaration, carrier statement). Approval freezes performance penalties for up to 30 days.
• Pre-Orders: Items marked “Pre-Order” in product listing are exempt from 3-day mandate. Fulfillment date must be clearly stated on product page.
• Made-to-Order / Custom Items: Items requiring customization must be clearly labeled. Requires Upmos pre-approval for fulfillment window exceeding 14 days.
• Bulk Orders: Orders of 50+ units require separate fulfillment agreement. Standard 3-day rule is suspended pending written seller–customer negotiation.
• No Exceptions for Inventory Issues: Sellers must maintain accurate inventory counts. Overselling due to poor stock management is NOT an excuse for late shipment.

9. Prohibited Practices & Enforcement

The following shipping practices are prohibited and subject to account penalties, suspension, or termination.

• Fraud & Fake Tracking:
  • Uploading tracking numbers for orders NOT shipped
  • Using old/recycled tracking numbers from previous orders
  • Providing fake delivery dates or altered carrier data
  • Penalty: Immediate suspension + account review for termination
• Misrepresented Carriers: Claiming shipment via UPS when actually shipped via regional carrier without updating tracking system. Penalty: $50 per instance + account warning
• Hidden Shipping Fees: Charging non-advertised shipping surcharges after customer purchase. All fees must be disclosed in product listing. Penalty: Refund order to customer + account warning
• Refusing to Use Platform Tracking: Shipping via carrier but NOT uploading tracking to Upmos dashboard (requiring customer to search external site). Penalty: Order marked as “Tracking Missing”; auto-dispute in customer’s favor if not resolved in 48h
• Deliberate Delays (Gaming the System): Intentionally not shipping items to manipulate return windows or avoid performance metrics. If detected via pattern analysis: Probation + 30-day review
• Enforcement: First violation = warning + $25 credit hold. Second = $100 hold + probation. Third = suspension. Fraud violations bypass warnings and go directly to suspension/termination.

10. Buyer Protection & Resolution

We protect customers against non-shipment, fake tracking, and excessive delays while ensuring fair treatment of sellers.

• Ship-By Guarantee: If an order is not shipped within 3 business days, the buyer may request cancellation and a full refund.
• Tracking Integrity: If tracking is missing or invalid after 48 hours from shipment, disputes may be resolved in the buyer’s favor.
• Delivery Issues: If tracking shows “delivered” but the buyer reports non-receipt, sellers must cooperate in carrier investigations. Resolution is case-by-case based on carrier findings.
• Communication SLAs: Sellers must respond to buyer inquiries and Upmos support requests within 48 hours.
• Escalation Path: Unresolved shipping disputes are reviewed by Upmos; our decision is final to maintain marketplace integrity.

11. Signature & Address Verification (AVS)

For high-value orders and fraud prevention, sellers must follow signature and address verification guidelines.

• Signature Required (High-Value): For high-value shipments, sellers should enable signature confirmation and disclose it in the product listing.
• Address Verification (AVS): Ship only to verified payment addresses when flagged by fraud systems. Mismatched AVS may require buyer confirmation before shipping.
• PO Boxes: Confirm carrier acceptance (e.g., USPS supports PO Boxes; some carriers do not).
• Multi‑Package Shipments: Upload tracking for each package; ensure customers can see complete delivery status.

12. Holiday & Peak Season Processing

During peak periods (Black Friday, holidays), processing times may extend due to carrier constraints.

• Cut‑Off Times: Same‑day shipping is not guaranteed; typical cut‑off is mid‑afternoon local time.
• Carrier Delays: Weather and volume surges may impact delivery targets; provide proactive updates to customers.
• Pre‑Order Lead Times: Clearly disclose expected ship dates in listings; obtain pre‑approval for extended lead times.

13. Frequently Asked Questions (FAQ)

Q: What if the seller doesn’t ship within 3 days?

A: You may cancel and receive a full refund. See Section 1.

Q: How are lost or damaged items handled?

A: Sellers must refund or replace if no insurance; otherwise file a carrier claim. See Section 5.

Q: Which carriers are allowed?

A: USPS, UPS, FedEx, DHL, and approved regional carriers. See Section 3.

Q: Do I need to upload tracking?

A: Yes, within 24 hours of shipment; buyers are notified automatically. See Section 3.

Q: Can I ship internationally?

A: Yes, but you must handle VAT, HS codes, and customs documentation. See Section 4.

Related Policies & Information

For comprehensive information about seller obligations and marketplace standards, please review our related policies: