Important Notes :
The terms defined in this section apply throughout the Sellerwix Fulfillment Policy. If there is any inconsistency or ambiguity in interpretation, the definitions in this section shall prevail.
| Status Group | Status | Description |
| Production | Available | The Order has been created and is ready to be submitted to a Production Partner. |
| In Supplier | The Order has been successfully submitted to the Production Partner. The Order may be editable or cancellable for a short period, usually up to approximately 15 minutes, depending on the product and/or Production Partner. | |
| Shipped | Production has been completed and the Order has been handed over to the carrier. | |
| Shipping | Pick Up | The Order has been picked up by the carrier. |
| In Transit | The Order is in transit. | |
| Delivered | The carrier has confirmed that the Order has been delivered to the recipient’s address. | |
| Alert | The Order has an issue during the shipping process. |
Sellerwix works with a global network of production and shipping partners to provide stable and efficient fulfillment services. While specific workflows and timelines may vary depending on the product, Production Partner, shipping method, or destination, all Orders placed through Sellerwix are governed by this unified Fulfillment Policy.
This Policy explains how Sellerwix supports Customers when issues arise in connection with production, shipping, delivery, product quality, refunds, credits, or replacements.
Sellerwix provides fulfillment services to its direct Customers only. Customers remain responsible for all commitments, promises, settings, claims, disputes, refunds, chargebacks, customer service obligations, and account-health matters involving any marketplace, sales channel, end buyer, or third party.
1. Production Order Processing
1.1 Order Modification & Cancellation
Because most Orders on Sellerwix are processed automatically, any modification or cancellation must be made within a very short period after the Order is submitted.
An Order may be editable or cancellable while its status is “In Supplier”, usually within approximately 15 minutes after successful submission.
Once an Order has entered the In Production stage, modification or cancellation is generally no longer possible.
If production has already been completed, Sellerwix may attempt to stop shipment where operationally possible. However, Sellerwix does not guarantee cancellation, shipment stoppage, or refund in such cases.
The Customer is responsible for carefully reviewing all design files, product details, size, color, quantity, variant, shipping method, and recipient address before confirming and submitting an Order.
Sellerwix is not responsible for Customer-Caused Errors, including but not limited to incorrect artwork, incorrect product selection, incorrect size or color, incorrect quantity, incorrect shipping method, or incorrect/incomplete recipient address.
1.2 Production Time
Production Time varies by product, Production Partner, production method, order volume, seasonality, and other operational factors. Production Time is calculated from the time the Order is successfully submitted and accepted by the Sellerwix system until the Order is dispatched from the production facility or handed over to the carrier.
If Production Time exceeds the applicable service standard for the relevant service type, Sellerwix may provide an eligible credit, refund, replacement, or other remedy in accordance with this Policy.
For clarity, Sellerwix’s production timelines are operational standards for Sellerwix Customers only. They do not constitute guaranteed delivery dates or guaranteed marketplace handling times
1.2.1 Rush Order
The production timeline for Rush Orders is as follows:
For purposes of this section, the full eligible Order value means the amount actually deducted from the Customer’s Balance for the affected Order, excluding taxes, marketplace fees, third-party charges, and other non-refundable charges unless expressly stated otherwise.
1.2.2 Regular Order
The production timeline for Regular Orders is as follows:
For purposes of this section, the full eligible Order value means the amount actually deducted from the Customer’s Balance for the affected Order, excluding taxes, marketplace fees, third-party charges, and other non-refundable charges unless expressly stated otherwise.
1.2.3 Other Production Standards
Additional production timelines and service standards for specific Production Partners may be provided in Appendix A of this Policy.
The average production and shipping timelines stated in Appendix A are for reference only. The refund, credit, and support rules are governed by this Policy, including Sections 1.2 and 2.3
1.2.4 Force Majeure
In the event of Force Majeure, production and/or shipping timelines may be extended. Refund, credit, replacement, and delivery-time commitments may not apply during Force Majeure events, as further described in Section 6 of this Policy.
1.3 Change of Shipping Address
Once a product has entered production, address changes may be restricted or unavailable depending on the product, Production Partner, carrier, or shipping method.
Customers should contact Sellerwix Customer Support in the following cases:
Sellerwix will make reasonable efforts to support address-change requests where operationally possible. However, Sellerwix does not guarantee that address changes can be completed after an Order has been submitted.
The Customer remains responsible for all consequences arising from incorrect, incomplete, or outdated address information provided by the Customer or end buyer.
2. Receiving, Shipping, and Delivery
2.1 General Guidelines
Support requests related to shipping must generally be submitted within 30 days from the date the tracking status changes to In Transit, unless otherwise stated in this Policy.
Customers may review shipping information in the Tracking History section of the Orders Management screen on the Sellerwix platform.
Sellerwix will process eligible shipping fee credit requests within 3–5 Business Days after receiving complete information and supporting evidence.
Refunds, credits, replacements, or other remedies do not apply to delays caused by Force Majeure events.
The Customer is responsible for providing complete and accurate recipient address information to avoid shipping and delivery issues.
When requesting support from Sellerwix, the Customer should provide complete Order information, relevant details, and supporting evidence, including delivery images, tracking information, carrier communication, and other documentation reasonably requested by Sellerwix.
Sellerwix may reject or limit any support, refund, credit, or replacement request if the Customer fails to provide sufficient evidence within the required timeframe.
2.2 Customer Did Not Receive an Order Marked as “Delivered”
Sellerwix does not provide refunds, credits, or replacements for Orders marked as Delivered by the carrier, unless the carrier confirms a shipping error and confirms that the package was not properly delivered due to an issue not caused by the Customer or recipient.
In such cases, the Customer may request a replacement or eligible credit to the Customer’s Balance.
For Orders marked as Delivered, the Customer or recipient is encouraged to contact the carrier directly, such as USPS, UPS, DHL, or the applicable local carrier, to verify delivery details, including delivery confirmation, GPS coordinates, delivery photo, or other available proof of delivery.
Sellerwix is not responsible for theft, loss after delivery, mailbox issues, building access issues, recipient unavailability, or any other issue occurring after the carrier has confirmed delivery, unless the carrier confirms that the delivery issue was caused by carrier error.
2.3 Tracking Not Updated or Order Not Delivered
Refund or credit eligibility depends on the shipping region, shipping method, tracking status, and the specific circumstances of the shipment.
If tracking information has not been updated, or if an Order has not been delivered after the applicable timeframe calculated from the shipment start date or the most recent tracking update, the Order may be eligible for review as follows:
| Shipping Method | No Tracking Update | Not Delivered |
| Domestic shipping within the U.S. (excluding military installations): | ||
| Express / 2-Day | 4–6 Business Days | 6–10 Business Days |
| Standard | 8 Business Days | 14 Business Days |
| Economy | 10 Economy Days | 14 Business Days |
| International Shipping, outside the United States: | ||
| International | 20 Business Days | Not eligible for refund unless otherwise approved by Sellerwix |
The timelines above do not include the following special cases:
Sellerwix may require additional investigation with the carrier or Production Partner before approving any refund, credit, or replacement.
2.4 Delivery to an Incorrect or Invalid Address
If an Order is delivered to an incorrect, invalid, incomplete, or unclear address because the Customer or end buyer provided incorrect address information, including but not limited to incorrect house number, street name, postal code, apartment number, city, state, province, or country, Sellerwix will not provide a refund, credit, or replacement.
If a package is delivered to an incorrect address and there is valid evidence, such as carrier confirmation, delivery image, GPS data, or other reliable proof, showing that the package was delivered to an address that is not the recipient’s provided address, Sellerwix will handle the issue as follows:
Sellerwix may require the Customer to provide complete evidence before approving any replacement or credit.
2.5 Orders Returned to Sender
Sellerwix does not provide replacements, refunds, or credits for Orders returned to sender due to recipient-related issues, including but not limited to:
Failure by the recipient to complete customs declaration, customs payment, import duties, taxes, or other required clearance procedures.
If the shipping address was complete and correct, the delivery location was available to receive the package, and the carrier’s return reason is unclear or not caused by the Customer or recipient, Sellerwix may provide a replacement or credit after reviewing the Customer’s request and supporting evidence.
Returned products may be donated, recycled, disposed of, or otherwise handled by the Production Partner or carrier. Sellerwix does not guarantee that returned products can be retrieved, reshipped, or stored.
2.6 Lost Orders
If an Order is officially confirmed as lost by the carrier or Production Partner, Sellerwix will provide one of the following remedies:
Sellerwix may require carrier confirmation, Production Partner confirmation, tracking history, or other supporting evidence before approving a lost-order claim.
2.7 Delivery to the Wrong Address
If an Order is delivered to the wrong address due to an error by Sellerwix, a Production Partner, or a carrier, Sellerwix will provide one of the following remedies:
Sellerwix may require valid proof, including carrier confirmation, delivery image, GPS information, or other reliable evidence, before approving any remedy under this section.
3. Issues After Delivery
3.1 General Requirements
Customers must submit support requests within 30 days from the date the tracking status is updated to “Delivered”, unless otherwise stated in this Policy.
When submitting a request, the Customer must provide sufficient information and evidence, including where applicable:
Replacement Products must be based on the original Order information. The Customer may not change the product, design, size, color, variant, recipient information, or shipping method for a Replacement Product unless expressly approved by Sellerwix.
For issues that cannot reasonably be verified by photos or videos, such as odor-related issues, Sellerwix may require the recipient to return the product to the production facility for inspection before determining the appropriate support, credit, refund, or replacement.
Sellerwix may reject or limit any request if the Customer fails to provide sufficient evidence within the required timeframe, if the evidence is unclear or incomplete, or if Sellerwix reasonably determines that the issue is not eligible under this Policy.
3.2 Incorrect, Defective, or Misprinted Products
If a product received by the recipient is incorrect, defective, damaged before delivery, or affected by a verified production or printing quality issue, Sellerwix may provide one of the following remedies:
If all products in an Order are affected by an eligible defect or production error, Sellerwix may credit up to the full eligible Order value back to the Customer’s Balance, subject to this Policy.
Sellerwix aims to process approved refund, credit, return, or replacement requests within 2 Business Days after the request is approved and all required evidence has been received.
The following cases are not eligible for refund, credit, or replacement:
3.3 Missing Items
If an Order is delivered with one or more missing items, Sellerwix will review the request based on the Order details, packing information, tracking records, and supporting evidence provided by the Customer.
If Sellerwix confirms that an item is missing due to a production, packing, or fulfillment error, Sellerwix may provide one of the following remedies:
For missing-item claims, Sellerwix may require a detailed unboxing video, packaging photos, shipping label, product photos, and other supporting evidence before approving any remedy.
3.4 Products Damaged During Shipping
If a product is damaged during shipping, Sellerwix may provide a Replacement Product or credit the eligible value of the affected product back to the Customer’s Balance, subject to review and the evidence requirements under this Policy.
The Customer must provide clear photos or videos showing the damaged product, the shipping label, the package condition, and other relevant details. Sellerwix will verify the evidence and process an approved credit or replacement request within 2 Business Days after receiving complete evidence.
The estimated delivery time for a Replacement Product will follow the applicable shipping timeline for the original shipping method, as described in Section 2.3.
Sellerwix may require carrier confirmation or additional investigation before approving claims involving shipping damage.
3.5 Product Warranty
Sellerwix provides a limited 30-day warranty for eligible products, calculated from the date the tracking status is updated to “Delivered”.
The warranty applies only to defects caused by a Production Partner, including verified printing defects, material defects, or technical defects resulting from the production process.
Sellerwix may provide a Replacement Product for eligible warranty claims, provided that the defect is not caused by misuse, improper care, improper storage, unauthorized repair, normal wear and tear, accident, external damage, or failure to follow applicable care instructions.
The following cases are not covered by warranty:
If Sellerwix cannot provide the same product for an approved warranty claim, Sellerwix may provide a similar replacement product of comparable quality or credit the eligible value of the affected product back to the Customer’s Balance.
4. Balance, Charges & Refunds
4.1 Balance Deduction When an Order Is Submitted
When an Order is successfully submitted through Sellerwix, the corresponding Order value will be deducted directly from the Customer’s Balance.
The deducted amount may include:
Deduction from the Customer’s Balance allows Sellerwix to automatically process the Order and submit it to the applicable Production Partner.
4.2 Refunds / Credits
In eligible cases under this Policy, Sellerwix will credit the approved amount back to the Customer’s Balance.
Common eligible cases may include:
Unless expressly approved by Sellerwix in writing or required by applicable law, refunds and credits under this Policy will not be returned to the original payment method. They will be credited to the Customer’s Balance and may be used for future eligible Sellerwix services
4.3 Non-Refundable Cases
Sellerwix does not provide refunds, credits, or replacements in the following cases, unless expressly stated otherwise in this Policy or approved by Sellerwix in writing:
4.4 Adding Funds to Balance
Sellerwix supports specific payment methods on the platform. Customers may add funds to their Balance as a prepaid amount for eligible Sellerwix fulfillment services.
4.5 No Withdrawal from Balance
Except where required by applicable law or expressly approved by Sellerwix in writing, funds credited to or added to the Customer’s Balance are non-withdrawable and may only be used for future eligible Sellerwix services.
Sellerwix does not support withdrawals or cash refunds from Balance to bank accounts, credit cards, debit cards, PingPong, PayPal, Payoneer, or other supported payment accounts or e-wallets, unless expressly approved by Sellerwix in writing or required by applicable law.
4.6 No Transfer Between Sellerwix Accounts
Sellerwix does not support transferring Balance from one Sellerwix account to another Sellerwix account.
Sellerwix may support internal Balance transfers from a parent account or account owner to authorized sub-accounts or team-member accounts, where such functionality is supported by the Sellerwix platform.
5. Returns
Because Sellerwix products are made to order, Sellerwix does not provide general product returns, exchanges, or buyer’s-remorse returns.
Orders returned due to incorrect address, incomplete address, recipient refusal, recipient unavailability, failed pickup, customs non-compliance, or other Customer-caused or recipient-caused reasons are not eligible for refund, credit, or replacement.
Returned products may be donated, recycled, disposed of, destroyed, or otherwise handled by the applicable Production Partner, carrier, or Sellerwix. Sellerwix does not guarantee that returned products can be retrieved, stored, reshipped, inspected, or returned to the Customer or recipient.
6. Force Majeure
Force Majeure events are defined in the Terms & Definitions section of this Policy. When a Force Majeure event occurs, production timelines, shipping timelines, delivery estimates, support timelines, and remedy eligibility may be affected.
Sellerwix may issue an official notice when a Force Majeure event materially affects production, shipping, delivery, carrier operations, customs clearance, platform operations, or Production Partner operations.
During a Force Majeure event, refund, credit, replacement, shipping fee credit, production-time credit, delivery-time commitments, or other service-time remedies may not apply, unless expressly approved by Sellerwix in writing or required by applicable law.
Sellerwix will make commercially reasonable efforts to support affected Orders, but Sellerwix is not responsible for delays, non-performance, additional costs, marketplace consequences, end-buyer complaints, chargebacks, account-health impact, penalties, or losses caused by or related to Force Majeure events.
7. Customer Support
If the Customer needs support related to an Order, production timeline, shipping issue, delivery issue, product issue, refund, credit, replacement, or other fulfillment-related matter, the Customer must submit a support ticket through the Sellerwix platform or other official support channel designated by Sellerwix.
Unless otherwise stated in this Policy, support requests should be submitted within 30 days from the relevant event, including delivery, tracking update, production issue, shipping issue, or other event giving rise to the request.
Sellerwix aims to respond to support requests within 2 Business Hours after receiving a complete support request. Response timelines may vary depending on request volume, complexity, required evidence, carrier investigation, Production Partner investigation, or Force Majeure events.
The Customer is responsible for providing complete and accurate Order information, evidence, photos, videos, tracking information, shipping labels, recipient communication, carrier communication, and any other information reasonably requested by Sellerwix.
Sellerwix may reject, delay, or limit support if the Customer fails to provide sufficient information or evidence, submits inconsistent information, submits duplicate claims, or submits a request outside the applicable timeframe.
8. General Terms
8.1 Policy Updates
Sellerwix may update this Policy from time to time. Updates will be published on the Sellerwix platform or otherwise made available through Sellerwix’s official communication channels.
Unless otherwise stated by Sellerwix, Policy updates will apply to Orders submitted after the updated Policy is published. Sellerwix may apply updates immediately where required for legal, security, fraud-prevention, platform-integrity, carrier, Production Partner, or urgent operational reasons.
For material changes, Sellerwix may provide notice to Customers through the Sellerwix platform, email, account notification, or other official communication channels between Sellerwix and the Customer.
8.2 Limitation of Liability
To the maximum extent permitted by applicable law, Sellerwix is not liable for indirect, incidental, special, consequential, exemplary, punitive, or lost-profit damages arising out of or related to the use of Sellerwix products, services, platform, fulfillment services, shipping services, Production Partner services, or this Policy.
Unless otherwise required by applicable law, Sellerwix’s maximum liability for any affected Order shall not exceed the amount actually paid to Sellerwix for that specific affected Order.
8.3 Marketplace and End-Buyer Responsibility
Sellerwix provides fulfillment services to its direct Customers only. Sellerwix is not the seller of record, merchant of record, marketplace seller, marketplace account owner, or customer-service representative for the Customer’s end buyers.
The Customer remains solely responsible for all commitments, representations, promises, delivery settings, handling-time settings, return settings, refund settings, customer-service obligations, product descriptions, marketplace compliance, marketplace account health, end-buyer communication, disputes, refunds, chargebacks, claims, penalties, reviews, ranking impact, and other consequences involving any marketplace, sales channel, end buyer, or third party.
Sellerwix service timelines are operational standards between Sellerwix and the Customer only and do not constitute a direct guarantee to any marketplace, end buyer, or third party.
8.4 Abuse, Fraud, and Duplicate Claims
Sellerwix may suspend, reject, limit, or investigate any refund, credit, replacement, return, warranty, or support request where Sellerwix reasonably suspects abuse, fraud, duplicate claims, manipulated evidence, incomplete evidence, abnormal claim patterns, policy violation, chargeback abuse, or other conduct inconsistent with this Policy.
Sellerwix may require additional verification, carrier confirmation, Production Partner confirmation, recipient confirmation, or other evidence before approving any remedy.
8.5 Language Priority
If this Policy is made available in more than one language, the English version published by Sellerwix shall prevail in the event of any inconsistency, ambiguity, or conflict between versions, unless otherwise required by applicable law.
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