This dispute policy is considered a resource by dropshippers who work with Sup Dropshipping.com (Hereinafter “Sup Dropshipping”).
Please read through the following policies.
ALL DISPUTES SHALL BE OPENED ON Sup Dropshipping. OTHERWISE, Sup Dropshipping WILL BLOCK YOUR ACCOUNT PERMANENTLY.
Sup Dropshipping offers a dispute solution within 72 hours and the process can be accelerated if you provide the following information:
- Photos or videos of the flawed item to prove damage.
- If photos cannot prove the deficiency of the products, please upload videos.
- Screenshot of the received e-mail or dispute including name, date, and content.
- Screenshot of the received customer complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
- The products need to be returned to Sup Dropshipping if our Dispute Team asks in the “Disputes” section.
Sup Dropshipping will offer a refund, resend, or accept the return for any of the following cases:
1. Orders Not Received
Sup Dropshipping will not deal with the refund or resend if the tracking information shows the order is delivered.
- Incorrect/insufficient Address.
- No Such Number.
- Recipient unknown.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
Notes：1. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, your clients need to pick up the package by himself/herself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Sup Dropshipping takes no responsibility if products have been lost.
2. If the logistics company provides return service to China, Sup Dropshipping will put the products to your private inventory and will not refund for them when we receive the returned items.
2. Products Damaged
- Sup Dropshipping offers a full refund or a replacement if products are badly damaged when they arrived .
- Sup Dropshipping offers a partial refund if products are partially damaged and malfunctioning when they arrived.
Notes：1. Products with slight wrinkles or small scratches are not included in partial damage terms.
2. For damaged products, please send us the pictures of tracking Label, damaged package and damaged products within 7 business days when the packages are delivered. If any of the pictures is missing, we will not accept the refund request.
3. Incorrect or Missing Products
Sup Dropshipping has a strict quality control process before products are dispatched. Sup Dropshipping will deal with incorrect or missing products as follows:
- For incorrect products, Sup Dropshipping offers a full refund or replacement.
- For products with the wrong color, size which affects product function, Sup Dropshipping offers a refund or resend if you provide a screenshot of your client’s complaint including name, content, and date.
- For parts missing which doesn’t affect product function, Sup Dropshipping may refund partially or resend the missing part; for parts missing that affect product function, Sup Dropshipping resend the product only.
- For accessories, Sup Dropshipping will resend the accessories.
Note：For the size problem, Sup Dropshipping will appreciate it a lot if you can measure the product according to the correct measurement method and provide us a photo of the measurement. Then, our dispute team will deal with your disputes quickly.
4. Orders Cancellation
For order cancellation, Sup Dropshipping offers a full refund BEFORE orders are confirmed and start processing. But things may be different for following orders:
- After payment, POD orders cannot be canceled as it is customized.
- After payment, private inventory orders cannot be canceled as it is special products and only available for you.
- After payment, customized service orders cannot be canceled as Sup Dropshipping has planned and prepared for you after payment.
Note：Once an order is confirmed and start processing, all occured shipping fee will be charged if you cancel this order. This may include the shipping fee from factory to our warehouse, from our warehouse to the customer and also the way back. The detailed figure is counted on weight of the product, please contact your agent for more information.
Once an order is fulfilled, no refund will be accepted for order cancellation.
5. Orders Delayed
Order delayed refers to orders that are lacking tracking information and orders in transit, pending, expired for over 40 days counting from the date that order departed from Sup Dropshipping warehouse. However, the following countries and shipping methods may be different:
- For orders shipped to the USA, it is after 60 days counting from the date that order departed from Sup Dropshipping warehouse.
- For orders shipped by sea, it will be counted 100 days after departing from Sup Dropshipping warehouse.
Notes：For the missing or latency on tracking information of orders, Sup Dropshipping will assist with requesting updates from logistics providers, however not taking any responsibilities.
Sup Dropshipping will NOT offer a refund, resend, or accept the return for any of the following cases:
1. Deadline of Orders
You cannot open a dispute if the order status is closed, the order close date usually is around 45 days.
Your dispute cannot be resolved when your order is closed and tracking information from a third party is untraceable.
2. Limit of Returns
Please return products within 10 days after receiving products.
The returned products will be in your storage.
Products can be returned to Sup Dropshipping China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Sup Dropshipping China Warehouse. Most of them will be lost or damaged on the way.
Sup Dropshipping will NOT take any responsibility for the damage or loss of the product that happened on its way to returning.
3. Unacceptable Disputes
Sup Dropshipping shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. Products smell unusual.
c. The buyer ordered the wrong items or SKU.
d. The shipping address was incorrect.
e. Tracking information deleted by logistics companies or local post offices.
f. Orders marked as delivered, while consumer claims not receiving. Sup may provide contact of local delivery for consumer complaint.
g. Processing time extension due to supplier out of stock, quality inspection failed, or shipping latency from supplier to Sup Dropshipping warehouse.
4. Service Products
Generally, Service products may not be accepted for return.
For service products without Sup Dropshipping’s quality checking inspection, Sup Dropshipping may not accept the disputes.
5. Force Majeure
Sup Dropshipping takes no responsibility for any product damage or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
However, Sup Dropshipping will notify you by SUP Chat, Skype, Email, Line, WhatsApp, etc.
6. Copyright Infringement
All users shall clearly identify the copyright infringing products, and DO NOT include them in your orders.
We refuse any products that infringe copyrights. If the shipping package contains infringing products, which lead to the customs detention, we will not accept any refund or compensation for the loss of the package. If there is any customs penalty led by this case, the users shall bear it and we will request it from the violator.
Sup Dropshipping remain any rights to take further actions.
7. Electronic Products
Sup Dropshipping ensures that all electronic products undergo a thorough quality check prior to being shipped. However, due to the delicate and intricate nature of electronic products, we cannot guarantee their functionality after long-distance shipping. In the event that an electronic product is received and found to be non-functional, we regret to inform you that we do not offer refunds. However, we do provide the option to exchange the defective product for a new one upon its return to us. It is important to note that any shipping fees associated with exchanging products shall be the responsibility of the dispute submitter.
Sup Dropshipping may have to modify your shipping fee under the following cases:
1. Remote Area
Some addresses may not be reached by your chosen shipping supplier, and Supdropshipping will have to adjust to another valid method. If this will lead to modification of shipping fee, compensation shall be charged accordingly. If there is no shipping supplier applicable, we may have to cancel your order. Our customer service assistant will contact you under such circumstances, please pay attention.
2. Other Sources
Products imported from sources other than Sup Dropshipping may have weight deviation, which will not be delivered until our customer service verifies. If there is any freight difference, our agents will contact you to correct it. Our customer service assistant will contact you under such circumstances, please pay attention.
3. Large Quantity of Low Density Products
Products of low density, like pillows, fluffy toys can be charged higher shipping fee by international couriers, especially when purchased in large quantities. If this happens, our customer service assistant will contact you under such circumstances, please pay attention.
Generally, VAT are included in the product cost. However, several countries may charge additional VAT upon shipping. If this happens, our customer service assistant will contact you under such circumstances, please pay attention.
5. Refund of Deposits
For the refund request of deposits, we will have to deduct the handling fee charged by transferring platforms. You will receive a proof of the deducted amount when your deposits is successfully refunded.
SUP will always try our best to offer the best service. If you have any other questions, please feel free to contact us.