This Shipping & Delivery Policy (“Policy”) governs the shipment and delivery of products sold by Sellers through the Rwaj Platform. This Policy forms an integral part of, and is subject to, the Rwaj Platform Terms of Service (the “Terms”). In the event of any inconsistency between this Policy and the Terms, the Terms shall prevail.
1. Shipping Model
1.1. Rwaj shall maintain and manage shipping accounts with approved carriers on behalf of Sellers under a centralized billing arrangement.
1.2. Sellers shall be required to utilize only the shipping methods approved by Rwaj unless Rwaj has expressly granted written authorization to the Seller to use an alternative method.
1.3. Any deviation from the approved shipping model without such authorization shall constitute a breach of this Policy.
2. Delivery Timeframes
2.1. The estimated delivery timeframes are as follows:
- Domestic Shipments: Two (2) to five (5) business days.
- International Shipments: Three (3) to eight (8) business days.
2.2 These timeframes are indicative only and may vary depending on carrier capacity, destination, and external circumstances. Neither Rwaj nor the Seller shall provide guarantees as to exact delivery dates unless expressly agreed in writing.
2.3 Force Majeure and Delays: Neither Rwaj nor the Seller shall be liable for delays or failures in delivery arising from events beyond their reasonable control, including but not limited to customs inspections, strikes, labor disputes, government actions, natural disasters, pandemics, or other force majeure events.
3. Liability
3.1. The carrier shall bear sole responsibility for lost shipments once the goods have been duly transferred to the carrier.
3.2. In the event of damaged shipments, the Seller shall be responsible for pursuing claims and resolutions directly with the carrier.
3.3. Rwaj shall not be liable for any lost, delayed, or damaged shipments, except to the extent expressly required by applicable law.
4. Tracking
4.1. Sellers shall provide valid tracking numbers for all shipments where such tracking information is made available by the carrier.
4.2. Failure to provide tracking information may result in penalties in accordance with the Terms.
5. Returns
5.1. The Seller shall bear the full cost of return shipping in all circumstances, unless Rwaj has expressly agreed otherwise in writing.
5.2. Return shipping costs may, at Rwaj’s sole discretion, be deducted from the Seller’s payouts or covered by Rwaj.
5.3. Sellers shall ensure that return instructions are clear, accessible, and in compliance with applicable consumer protection laws.
6. Cross-Border Compliance
6.1. For international shipments, the Buyer shall be solely responsible for the payment of any applicable customs duties, value-added tax (VAT), import tariffs, government- imposed charges, or other shipment-related fees arising in connection with their order.
6.2. Sellers should provide accurate and complete commercial documentation, including but not limited to invoices, packing lists, and any other documentation required by customs or other regulatory authorities.
6.3. Failure by the Seller to provide such documentation may result in penalties under the Terms and shall not relieve the Seller of responsibility for compliance with applicable trade and export regulations.
Need More Help?
If you have questions about shipping, delivery, tracking, or return shipping costs, contact Rwaj Support through the Help Center.