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This article will help you to understand clearly ShopBase Fulfillment Refund and Resend Policy and how it works.

In this article

A. Processing time
B. Delivery time
C. Claim/Refund policy
D. Refund rejection

A. Processing time

The processing time is calculated from the moment you place an order on ShopBase Fulfillment to the moment that you receive a tracking number from us. It is usually estimated to range from 3 to 5 business days. After the order has been processed, you will receive a tracking number, which will be displayed in your dashboard for easy access.

The Service-level Agreement (hereafter called SLA) for each order processing can vary among different categories, products, and product quantity. It will be detailed in each quotation so that you can have a better understanding of each product group.

If the actual SLA for order processing is longer than we promise, you will receive a 10% refund of your product basecost.

If the actual SLA for order processing is 10 business days longer than we promise, you can choose either of the following options:

Cancel your order and claim a full refund of your product basecost.
Wait for your order to be processed and claim a 30% refund of your product basecost.

B. Delivery time

Delivery time is calculated from the moment you receive a tracking number from us to the moment your customer receives his order.

ShopBase Fulfillment offers 3 shipping lines with different shipping time and fees to meet the needs of each merchant.

Standard shipping line: Our standard delivery time is 12 to 20 business days.
Express shipping line: Our express delivery time is 8 to 12 business days.
Economic shipping line: Our economic delivery time is 20 to 30 business days.

Sometimes it might take longer than we estimate due to an unforeseen circumstance beyond our control, such as a strike or severe weather. However, according to our historical data, only 3% out of our total customers experienced this case.

If the actual SLA for order delivery is longer than we promise, you will receive a 10% refund of your shipping fee.

If the actual SLA for order delivery is 10 business days longer than we promise, you will receive a full refund of your shipping fee.

In unforeseen circumstances beyond our control, such as natural disasters, epidemics, customs clearance, etc (announced in advance), ShopBase Fulfillment will contact you beforehand in order to reach an agreement on a new order delivery time.

C. Claim/Refund policy

You have the right to request a replacement/refund for all/any defective products that were purchased directly from us within 10 business days of receiving the item(s).

You can request a replacement for the product that is of inadequate quality:

Please include the following information in your claim to help us process your request quickly: Clear photos and videos of the product that your customer received, along with the original shipping label of the product or its clear photo.
After we carefully review your request, if the product quality fails to meet our quality standards, you will receive a replacement for the product.
However, the request will be denied if the product advertisement on your store does not accurately reflect the actual quality or nature of the product.

You can request a replacement for the product that is damaged during transportation:

Please include the following information in your claim to help us process your request quickly: Clear photos and videos of the product that your customer received. Kindly note that the photos must be captured while the product is still in its original packaging, including any protection layers.
After we carefully review your request, if the product is damaged due to the packaging process, you will receive a replacement for the product.
However, the request will be denied if the product is damaged by the customer after being taken out of the packaging.

Please be noted that if your request is valid for a refund/replacement, you will be notified of the result via email. You will NOT be subject to all/any expenses in delivering the replacement to buyers’ location.

D. Refund rejection

ShopBase Fulfillment reserves the right to refuse all/any refund requests for the following reasons:

The customer does not like the item.
The customer detects an unusual odor on the item.
The customer ordered the wrong item.
The customer provided the wrong shipping address.

Thank you for trusting and choosing ShopBase Fulfillment services. We strongly recommend that you carefully read all the clauses of this Policy, especially the ones regarding your critical interest, disclaimers, applicable laws, and dispute resolutions. By using ShopBase Fulfillment services, you agree to comply with the following terms and conditions in this Refund & Resend Policy.

If you have any question, opinion, or suggestion, please contact us via LiveChat.

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Overview of ShopBase Fulfillment
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