Shipping Policy
Shipping policy
Quick Summary: Check a shipment's tracking and understand warehouse cutoffs, delivery limits, and claims.
Check a shipment
Use the order Status for the fulfillment stage. Use Tracking Status for the courier's latest report.
- Open Tracking → Order Tracking.
- Search for the order and open its tracking number.
The tracking detail shows the latest checkpoint, history, and map when the provider supplies them. A fulfilled order may have no tracking number when the service does not provide tracking.
Processing and cutoffs
Each warehouse sets cutoff times by weekday. Peak season can use different times. Ask your Account Manager for your warehouse cutoff.
For warehouse fulfillment, the cutoff sets the start of the order's fulfillment window. Orders received after cutoff are scheduled from the next working day.
The warehouse calendar excludes public holidays. Severe weather or a scheduled closure can also pause work. Orders wait until work resumes.
Changes after approval or cutoff may not be processed. They can delay shipment or add charges. Make changes before approval when possible.
Your service terms set the processing target. Order volume, stock, and special handling can extend it.
Rates and charges
Your service agreement sets storage and fulfillment prices when those services apply. Shipping is priced separately for the selected service and route.
Shipping prices can change.
[pref can_access_shipping_calculator] Use the Shipping Calculator to estimate the current rate for a route. [endpref]
[pref !can_access_shipping_calculator] Ask your Account Manager for the current rate for a route. [endpref]
Calculator results and pending estimates are not final invoices. Warehouse or carrier measurements can differ from the values entered. Final charges use measured weight and dimensions, the selected service, and applicable surcharges.
Fuel, remote-area, customs, and other service charges can apply to the final amount. Review the completed order and invoice lines for the charges that apply.
Delivery and courier responsibility
Couriers perform delivery. Transit times are estimates, not guarantees.
Customs, weather, strikes, remote-area limits, and peak volume can delay a shipment. Customs can also refuse goods or assess duties and fees.
Your service terms allocate responsibility for delays, loss, and damage during delivery. Courier and destination rules apply.
Tracking statuses
A tracking status is the courier's latest report. It does not always match the order's Status.
| Status | Meaning |
|---|---|
| Delivered | The courier recorded delivery. |
| Exception | The courier reported a delivery or customs problem. |
| Attempt Fail | A delivery attempt failed. |
| Expired | Tracking ended without delivery confirmation. Treat it as unresolved. |
| Returned | The parcel is returning to the sender. |
| Lost/Missing | The parcel was reported lost or missing. |
| Damaged | The parcel was reported damaged. |
| Not Found | The provider cannot find the tracking number. |
Expired does not mean the shipment was delivered long ago. It means tracking ended without a delivery confirmation.
For Returned shipments, eligible orders may get a return order automatically. If no return order appears, ask your Account Manager.
Proof of delivery and claims
Ask your Account Manager about a proof of delivery (POD) when a customer disputes delivery. Courier rules and service levels determine whether a POD exists.
Claims for loss or damage during delivery are made against the courier. Notify your Account Manager before filing so they can help with documents and deadlines.
For insured orders, follow the policy and claim process in Insurance.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Order is not processed after approval | It arrived after cutoff or is scheduled for a non-working day | Check the order status and ask your Account Manager for the next processing date |
| Tracking has no new updates | The courier has not reported a new event | Check the courier tracking page, then ask your Account Manager about an investigation |
| Tracking shows Expired | Tracking ended without delivery confirmation | Treat the shipment as unresolved and ask your Account Manager to investigate |
| Tracking shows Delivered but the customer disputes it | The courier recorded delivery, but a POD may be unavailable | Ask your Account Manager whether the courier can provide a POD |
| A Returned shipment has no return order | The order was not eligible for automatic return creation | Ask your Account Manager to create or confirm the return order |
| The invoice is higher than the estimate | Measurement, rate, or applicable charges changed after the estimate | Compare the order and invoice lines, then ask your Account Manager about the difference |
Related Documentation
- Understanding Rates: chargeable weight and rate factors [pref can_access_shipping_calculator]
- Shipping Calculator: estimate a route before shipping [endpref]
- Tracking Overview: statuses and checkpoint history
- Status Codes: exact portal labels [pref is_invoice_ui_enabled]
- Billing Overview: charges and invoices [endpref]
- Insurance: coverage and claims
- Contact Support: reach your Account Manager