Customer Order Shipping Policy

10/09/2025

Overview

The TikTok Shop Customer Order Shipping Policy covers shipping requirements for sellers on TikTok Shop, starting from the time orders are created until they are delivered to customers.

All sellers who offer products for sale through TikTok Shop must do so in accordance with the TikTok Shop Customer Order Shipping Policy.

Important: This policy applies to all sellers selling in the US.

This policy is not exhaustive, nor intended for legal advice. Sellers must seek independent legal advice if they have questions about the laws and regulations concerning their products.

This policy is updated periodically. Sellers must check this page regularly to ensure compliance with our current policies.

Shipping Types

There are three different shipping types available to sellers.

TikTok Shipping: Sellers choose a Logistics Service Provider (LSP) listed by TikTok Shop in Seller Center to ship orders.
Seller Shipping: Sellers choose their own Logistics Service Provider (LSP) to ship orders as long as they are supported by TikTok Shop as mentioned in Seller Shipping User Guide. This option may only be available to selected sellers.
Fulfilled by TikTok (FBT): TikTok warehouses handle the storing, picking, packing, and shipping of orders, as outlined in the Fulfilled by TikTok article.

It is important to note that sellers are subject to different responsibilities when selecting Ship by TikTok, Ship by Seller, or Fulfilled by TikTok options.

Shipping Process

Below are the steps and requirements involved in shipping an order on TikTok Shop. Sellers must also refer to the to adhere to the mentioned Service Level Agreements (SLA) to avoid Late Dispatch and Auto-Cancellation of orders.

Confirming an Order

As soon as an order payment is confirmed, the status of the order changes to "Awaiting Shipment". Sellers must review the order and check if the ordered products are available to be shipped to customers. Sellers are recommended to print or download the packing list from Seller Center for each order to ensure the correct products are picked from the storage or warehouse location and ready to be shipped. If sellers are unable to fulfill an order, they must cancel it after the "Pending" period but before the order status changes to "In transit". For more information, refer to our

Packing

Sellers must comply with all applicable laws and regulations related to product packaging materials. Sellers must also comply with any additional obligations required by their LSP to ensure that the proper packaging is used for specific products.

Product Packaging

Sellers must provide enough protection to the product to avoid the risk of damage during shipping.
Sellers must choose the right size and type of package for their products.
Sellers must only ship products that are permitted by their LSP.
Sellers must check the LSP's latest terms, conditions, and policies to confirm that the product can be shipped.
Sellers may use third-party fulfillment providers to pack and ship their items, provided they maintain ownership of the inventory.
Sellers must not purchase products from another online retailer and have the order shipped directly to a TikTok Shop customer.
Sellers must not enclose any messages asking for and incentivizing positive customer reviews.
Sellers must not include any products or content other than what is included with the ordered product, intended to draw or incentivize positive reviews from a customer.
Sellers must not include unauthorized marketing or promotional materials, such as pamphlets, display materials, or other irrelevant material.
In the case of special packaging requirements for liquids and sharp items (such as cutlery, breakables, fragile, perishables, textiles, hazardous materials, batteries, etc.), sellers must follow the instructions of their LSP.
Sellers must use proper packaging and insulation to maintain optimal temperatures during shipping.
Packages containing perishable goods must be clearly labeled to indicate their contents and handling instructions.
If any products require special handling, sellers are advised to notify their LSP before shipping.

Carton Packaging

Sellers must pack their products in cartons if their preferred alternative packing option provides lesser protection, or when ordered by their LSP.
Sellers may use third-party fulfillment providers to pack and ship their items, provided they maintain ownership of the inventory.
Sellers must not purchase products from another online retailer and have the order shipped directly to a TikTok Shop customer.
Sellers must ensure that the cartons and packing materials (such as dunnage or void fill) used are offering sufficient protection for the products while in transit. The use of inappropriate packaging materials may result in customer rejections and chargebacks.
Sellers must choose a carton size that ensures minimal space is left over after products are placed inside it.
Sellers can also maximize space by packing multiple units in a single carton whenever possible without damaging the products.
Sellers must ensure that cartons are taped and sealed properly to avoid loss or damage to the product while in transit.
Sellers may not use loose-fill of any kind, such as Styrofoam peanuts or shredded paper as dunnage.
Sellers are instead recommended to use large-sized dunnage, such as air pillows, whole sheets of paper, sheet foam, or bubble wrap.
Sellers may not bundle multiple cartons together using bagging, elastic, tape, or extra straps.
Sellers must avoid using large staple pins or nylon fiber-based tapes as they are a potential safety hazard.

All after-sale concerns raised by customers due to missing products, products damaged, packages damaged, defective products, wrong products, etc., will be resolved according to the .

Shipping Postage Fraud

For sellers using the United States Postal Service (USPS) to deliver packages within the United States (US), TikTok Shop strictly prohibits Unpaid Postage Orders (UPO) and counterfeit shipping labels. This behavior is not only fraudulent, but it undermines customer trust and the overall customer experience within TikTok Shop.

Sellers that are identified by USPS as having UPO or using counterfeit shipping labels will be subject to enforcement actions that can impact their ability to use the option for fulfillment.

To prevent fraud and abuse, sellers found engaging in violations of this policy will be subject to enforcement actions including, but not limited to, restricted to for up to 365 days, account re-verification, order volume limits, settlement period extension, fund withholding, and shop closure.

Adding and Verifying the Tracking Information

For the shipping type Seller Shipping, sellers must add the order's Tracking ID, Shipping Provider, and Shipping Service information. This must also match with information on the shipping label applied to the respective package. This can be done by selecting Add tracking info for each order listed under "To Ship" tab in Seller Center. Providing incorrect tracking information may result in late dispatch and order cancellations. Sellers must enter tracking information carefully. If a mistake is made, seller can make a one-time edit and should try to correct it before seeking help from customer service.For the shipping type TikTok Shipping, sellers do not have to add the tracking information for each order. They can select the Arrange Shipment option under each order listed under To Ship tab in Seller Center. Once the appropriate options are selected, the corresponding order will be automatically updated with all the tracking information.Once this step is completed, the status of the shipment changes to "Awaiting Collection". For all shipping types, sellers must ensure that valid tracking is assigned to orders within the dispatch SLA, as outlined in the .

Shipping Label Application

All packages must have a shipping label securely affixed that includes the following information:

The customer's name and full postal address (including zip code or postal code)
The customer's order number
The address to be used for returns (as entered in Return Warehouse section in Account Settings)

When preparing the labels, sellers must meet the following requirements:

Shipping labels must not include hyperlinks, QR codes, contact information from other platforms, or information irrelevant to the order.
Every package must have the correct labeling. LSPs may dispose of or liquidate mislabeled packages if the customer's information is unknown. They may also re-label a product at the seller's expense.
Shipping labels or barcodes provided by LSP must be applied firmly on the package.
It is the customers' responsibility to ensure that the order delivery information is accurate and complete. If any shipping issue arises due to the customer's incorrect or incomplete address, the customer will bear the consequences (such as delivery failure).

Handing Over of Package to Logistics Service Provider

For the shipping types Seller Shipping, packages can only be marked as "In tranist" immediately before or after they are handed to the Logistics Service Provider (LSP).
For TikTok Shipping, sellers can either Drop Off packages or request a Pick-Up from the LSP.
- If sellers choose the Drop Off option when completing the Arrange Shipment step, they must drop off the package at the selected location.
- If sellers choose the Pick-Up option when completing the Arrange Shipment step, the LSP will be notified to collect the package within 48 hours.
After package hand-off has been completed, sellers must ensure that the orders are listed under the "Shipped" tab in Seller Center with the order status displayed as "Awaiting Collection". Once the LSP scans the package, the order status will update to "In Transit". If the status of the order is still "Awaiting Collection", it's likely that the LSP hasn't started processing the order.
- Sellers choosing Seller Shipping option are required to work with their LSP to process the order as soon as possible.
- Sellers choosing the TikTok Shipping option can raise a ticket through the Help Center if they experience any processing delays by the LSP.
- Note: Sellers using shipping type Seller Shipping must add the order's Tracking ID, Shipping Provider, and Shipping Service information in Seller Center before handing over the package to LSP or within the dispatch SLA. For shipping type Seller Shipping, sellers are responsible for providing accurate dispatch information. If the carrier, or partner carrier, fails to deliver timely and accurate information regarding the order's actual status, (whether due to zone skipping or any other cause), the seller is responsible for the delays and failure to adhere to the SLA set out in this Policy.

Checking Delivery Status

Sellers must pay close attention to all shipping processes and the final status of dispatched packages. An order's status will be updated to "Delivered" once the LSP updates the final package status.

Final Order Status

For shipping type Seller Shipping, TikTok Shop will use logistics data provided by a third-party company to verify order statuses. This information will be used to automatically update the order status to "Delivered".
For shipping type TikTok Shipping, the Seller Center order status will automatically update to "Delivered" after LSPs confirm the delivery of the shipment.

Delivery Timeline

If an order is not delivered within , it will be considered a delayed delivery.

For shipping type Seller Shipping, sellers must have their own contract with their selected LSP and establish the necessary controls to audit their quality of service.
For shipping type TikTok Shipping, sellers can check the logistics status update in Seller Center Manage Orders panel.

Auto-Cancellation of Delayed Orders

Orders that do not meet the auto-cancellation SLAs will be automatically canceled by TikTok Shop, as stated in .

Shipping Costs

Sellers can only include shipping charges that are related to the cost of shipping and handling of the items being delivered, including but not limited to:

Cost of shipping service
Costs related to handling, including the cost of packaging materials and insurance
Cost of delivery confirmation or extra services, such as certificate of mailing, certified mail, etc.
Any additional fees for handling and packaging

Prohibited Shipping Behaviors

The following is a non-exhaustive list of shipping behaviors that are prohibited on TikTok Shop. Note: Sellers must not dishonestly or fraudulently change order statuses. We will monitor and audit order statuses and take action against the seller's account if any fraudulent behavior is identified.

Misuse of Customer Information

Sellers are required to comply with TikTok's Privacy Policy and are strictly prohibited from misusing sensitive customer contact information (such as full names and addresses) under any circumstances.
Sellers must only communicate with customers through TikTok Shop's Shop Chat in Seller Center. Any other forms of communication outside of Shop Chat is prohibited.
Sellers are obligated to keep records of all communications with customers confidential at all times.

Shipping Hazardous or Dangerous Products

Sellers must not sell or ship any prohibited product or products recalled by manufacturers or governmental, national, or international agencies. They must comply with TikTok Shop Prohibited Products Policy at all times.
It is the seller's responsibility to comply with all local laws and regulations. Sellers must abide by their LSP's requirements concerning hazardous goods (or other products with shipping restrictions).

Fraudulent Shipping Behavior

Typical fraudulent shipping behavior includes but is not limited to:

Shipping empty packages
Shipping incomplete ordered units
Shipping products that do not comply with the product detail page or order details
Forging shipping label information such as warehouse addresses, routes, receiver information, and delivery addresses
Listing products that are fulfilled, bought, and arranged from another retailer or e-commerce marketplace
Purchasing products from another online retailer and having the order shipped directly to a TikTok Shop customer
Tracking misrepresentation (for example, invalid shipping tracking numbers, duplicated tracking numbers, no logistics information after tracking ID has been provided for 24 hours, etc.)
Inconsistency between a customer's delivery address and the logistics route
Not paying for postage, or declaring incorrect weight and/or dimensions for packages
Unauthorized or improper use of logistics equipment
All other inaccurate, misleading or incomplete shipping information

Sellers who are found engaging in fraudulent shipping behavior will have enforcement actions taken against their account, including but not limited to shop closure, restrictions on shop fulfillment options, or account re-verification, in accordance with our . All after-sale concerns raised by customers due to fraudulent shipping will be resolved according to our .

Force Majeure

If there are events of force majeure that prevent sellers from dispatching a product to customers, they must report details of the event and its impact (with necessary supporting documents) by raising a ticket in Seller Center. Force majeure events include, but are not limited to, natural disasters, extreme weather events, pandemic outbreaks, government restrictions, or other extreme events outside of the seller's control. If the situation is verified and acknowledged, TikTok Shop will not impose any penalties on sellers related to the force majeure event.

Enforcement Actions

Sellers who are deemed to have violated this policy may have enforcement actions taken against them in accordance with our . Sellers should note that repeated offenses will result in stricter enforcement actions.

A non-exhaustive list of the enforcement actions includes the following:

Removing the products from TikTok Shop
Removing content
Formal warning messages
Setting an Order Volume Limit (OVL) that limits the amount of orders a seller may receive
Suspension of seller permissions
Receiving settlements after the standard settlement period
Temporary or permanent withdrawal of seller benefits
Temporary or permanent suspension of access to TikTok Shop
Termination of one's status as a seller
Reporting the seller to the relevant regulatory authorities for prosecution

If sellers believe that an enforcement action has been taken against them in error, they may file an appeal through Seller Center or the TikTok app by raising a ticket. TikTok Shop will then investigate the case and take corrective actions when applicable. The decision to apply enforcement actions toward sellers is made at our discretion in accordance with our .

Sellers should note that they are responsible for collecting and preparing all supporting documents that may be required during a case investigation.

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