Guidance

Shipping and returns depend on the supplier

SupplyVero does not ship products itself and does not set one return window for every item. The supplier and the product decide the shipping method, the estimate, and whether a return is accepted.

Where to find the applicable policy

Before importing a product, a merchant should be able to see, when the supplier provides it:

  • The warehouse or ship-from location.
  • The shipping methods and any shipping cost.
  • A delivery estimate, clearly marked as an estimate.
  • The supplier’s return window, condition rules, and who pays return shipping.
  • Any product that cannot be returned once shipped.

If a field is missing, the safe assumption is that the policy is unknown, not that shipping is fast or returns are free.

What to tell customers

Merchants sell to their own customers and should publish the shipping and return terms those customers will actually receive. Copying a supplier estimate into a storefront without saying it is an estimate can create a promise the supplier has not made. SupplyVero does not guarantee delivery times.

Exceptions

Delays and failed deliveries can come from stock changing, an address problem, customs, a carrier exception, or a supplier rejecting the order. A supported integration should surface the status it receives. It cannot invent a tracking event the supplier did not send.

When something goes wrong, the merchant contacts the supplier under that supplier’s process. SupplyVero can show the status it has. It is not the carrier and, under this draft, it is not the seller of the goods.

Returns

A customer return follows the merchant’s store policy, which should be compatible with the supplier’s policy. If the supplier will not take the item back, the merchant still has whatever duty it took on with its own customer. There is no SupplyVero-wide refund promise to fill that gap.

Related pages

Read the Supplier Policy for catalog and fulfillment expectations, and the FAQ for the delivery-time answer.