Logistics and order fulfilment terms

Ordering a service

Clients in Ukraine, the US and other countries may order online. Each operation requires agreement on the service, route or warehouse, contents, work and price. A local office, contractor or collection point does not change the contracting party: Seller Online LLC.

Seller Online LLC may engage carriers and contractors. Carriage is performed by the carrier under its own rules.

Information and goods

Clients provide accurate addresses, contents, quantities, weight, dimensions, value, origin and necessary documents and have the right to entrust the goods and materials. Packaging must suit the goods and route. The goods policy and legal and carrier restrictions apply to each order.

Customs and taxes

Before dispatch, the exporter, importer and duty and tax payer are identified. Duty-paid delivery applies only where agreed for the route; it does not automatically make Seller Online LLC an importer or tax representative. Customs values and descriptions must be accurate; destination authorities may inspect and charge fees.

Warehouse and returns

Receiving, storage, picking, packing and returns follow the order and current prices. Recording external condition is not a quality inspection of the goods. Instructions for returned goods, forwarding, reworking or disposal are agreed with the client.

For receiving and inventory records, clients provide product identifiers, quantities and agreed labels. We record discrepancies and notify the client. Extra sorting or relabelling and its price require prior agreement, except for urgent safety measures.

Returned and undeliverable parcels

When a parcel returns, we notify the client and agree storage, reshipment or another action and its costs. Warehouse receipt alone does not refund a buyer: the seller’s decision and marketplace rules are separate. Confirm the return address and identifier with support before dispatch.

Production and personalisation

Files or designs, specifications, quantities, price and tolerances are agreed before work begins. The client confirms rights to designs, images, fonts and personalisation. Changes after production begins may require a new price agreement. We correct failures to meet the agreed specification caused by the company.

Timing, risks and cover

Delivery times are estimates unless a guarantee is separately agreed. Customs or carrier delays and other circumstances beyond our reasonable control may change delivery times; in that case we notify the client and agree next steps.

Insurance or additional cover applies only after it is confirmed for the particular shipment, on the terms of the insurer or cover provider.

Claims

Report loss, damage, shortages or incorrect handling to support as soon as you discover it, including the order number, description, available photos and value evidence. Keep packaging where safe. Claims against carriers are filed within the carrier’s deadlines and rules; we assist with them within our role.

When accounting for a loss, we credit actual refunds and compensation so the same loss is not charged or compensated twice.

Cancellation and payment

Label cancellation depends on use and carrier confirmation; a request does not guarantee a refund. Completed warehouse or production work and external costs are payable. The rest follows the cancellation section of the agreement.