Shipping Policy
Last updated: May 1, 2026
Service Overview
Teraorder is a unified commerce platform designed to manage orders, inventory, and customer relationships. This Shipping Policy clarifies how shipping and delivery services are handled within our system.
Important Note: Teraorder is a B2B2C platform software. We do not directly ship physical products. Instead, we help merchants and businesses manage their own shipping operations and third-party logistics.
Our Role in Shipping
Teraorder Provides Shipping Management Tools
Teraorder helps merchants:
- Manage order fulfillment workflows
- Track inventory and stock levels
- Generate shipping labels
- Monitor courier and logistics partners
- Provide customer tracking information
- Integrate with multiple shipping carriers
- Manage returns and exchange processes
Clarification: We do not own, operate, or directly handle shipments. Merchants using Teraorder remain responsible for arranging and managing actual product shipments through their chosen couriers.
Merchant Shipping Responsibility
Merchants using Teraorder are solely responsible for:
- Product Packaging: Proper preparation and packaging of products
- Carrier Selection: Choosing appropriate shipping carriers and methods
- Shipping Costs: Bearing all shipping and logistics expenses
- Delivery Guarantees: Fulfilling promised delivery timeframes
- Insurance: Obtaining shipping insurance if needed
- Compliance: Adhering to shipping regulations and carrier policies
- Customer Communication: Updating customers on shipment status
- Loss/Damage Resolution: Handling claims for lost or damaged items
Supported Shipping Methods
Teraorder integrates with major shipping carriers, including:
Local & Regional
- Malaysia Post
- Ninjavan
- J&T
- Lalamove
- Local couriers
International
- DHL
- FedEx
- UPS
- EMS
- Other carriers
Integration availability depends on carrier partnerships and system support. Merchants can also use carriers not listed if manual label entry is available.
Shipping Timeframes
Order Processing
Merchants are responsible for processing and preparing orders for shipment within their stated timeframes (typically 1-3 business days). Teraorder provides tools to track order status but does not guarantee processing speed.
In-Transit Times
Delivery times depend on:
- Chosen shipping method and carrier
- Destination location
- Shipping insurance options
- Customs clearance (international orders)
- Weather and force majeure events
No Guaranteed Delivery
Teraorder does not guarantee delivery timelines. We provide tracking information and status updates, but actual delivery depends on carrier performance and external factors beyond our control.
Shipping Costs & Fees
Merchant-Set Shipping Costs
Merchants determine their own shipping rates within Teraorder. We do not control, regulate, or negotiate shipping costs. Merchants may:
- Offer free shipping
- Charge flat shipping fees
- Set shipping rates by weight or location
- Offer multiple shipping options with different costs
Teraorder Platform Fees
Teraorder may charge processing or integration fees for shipping management features included in certain subscription plans. These fees are separate from actual shipping costs and are billed monthly.
Order Tracking
Teraorder provides:
- Real-time order status updates
- Integration with carrier tracking systems
- Customer-accessible tracking information
- Notifications for shipping milestones
- Courier contact information and labels
Tracking information is provided "as-is" based on carrier data. We are not responsible for inaccuracies in carrier tracking or delays in status updates.
Returns & Exchanges
Merchant Return Policy
Each merchant sets their own return and exchange policy. Teraorder provides tools to manage returns but does not enforce or guarantee any return policy. Customers should review each merchant's specific return policy before purchase.
Return Logistics
Return shipping is typically the responsibility of either:
- The customer (merchant does not cover return shipping)
- The merchant (merchant provides prepaid return label)
Return Exceptions
Returns may not be accepted for:
- Items damaged by customer negligence
- Custom or personalized items
- Items outside return window
- Items returned in unacceptable condition
Liability & Limitations
No Liability for Shipping Issues
Teraorder is not responsible for:
- Shipping delays or failures
- Lost, damaged, or stolen packages
- Customs delays or import taxes
- Carrier negligence or errors
- Force majeure events (natural disasters, strikes, etc.)
- Merchant's failure to ship items
Carrier Responsibility
Shipping carriers are responsible for packages once accepted. Claims for loss, damage, or delay should be directed to the responsible carrier, not Teraorder.
Special Circumstances
Restricted Items
Merchants are responsible for ensuring items comply with all shipping carrier restrictions. Prohibited items include hazardous materials, weapons, and items restricted by law. Merchants must declare any restricted items properly.
International Shipping
For international orders, merchants must:
- Complete customs documentation
- Declare item values accurately
- Ensure compliance with destination country import laws
- Provide accurate address information
Large or Oversized Items
Merchants shipping oversized or heavy items may incur higher carrier costs. Special handling, signature requirements, or freight services may apply at the merchant's expense.
Dispute Resolution
For shipping-related disputes:
- Customer Contact Merchant: Customers should contact the merchant first with shipping concerns
- Merchant Resolution: Merchants should attempt to resolve with customers or file claims with carriers
- Teraorder Mediation: If unresolved, Teraorder support may assist (not guaranteed)
- Carrier Claims: Loss or damage claims should be filed with the carrier
Changes to This Policy
Teraorder may update this Shipping Policy as our platform evolves and new carrier integrations become available. Changes are effective immediately upon posting. We encourage merchants to review this policy periodically.
Support & Questions
For questions about our Shipping Policy or help with shipping integration, contact us:
Email: support@teraorder.com
Support Hours: Monday - Friday, 9 AM - 6 PM (Malaysia Time)