Logistics & Fulfillment: Shipping Options, Policies, and Best Practices

🎬 Start here: Watch the Order Fulfillment Edu Video for a visual walkthrough before reading this article.

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Getting your orders out the door reliably is one of the most important things you can do as a TikTok Shop seller. This article covers all three logistics options available to you, how to choose the right one for your operation, the fulfillment policies and SLAs you must meet, FBT's specific requirements, best practices, and how to handle common issues when things go wrong.

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Part 1 — Your Three Shipping Options

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1. TikTok Shipping (Upgraded)

Upgraded TikTok Shipping centralizes carrier management and offers exclusive discounted rates. TikTok auto-assigns the best carrier per order based on package size, weight, and destination.
Labels are printed directly from Seller Center → Manage Orders → Arrange Shipment. Tracking is updated automatically once the carrier scans — no manual entry needed.

• Collections by TikTok (CBT) is an add-on pickup service. Instead of dropping off, TikTok's couriers come to your warehouse. CBT offers up to an additional 30% savings on top of standard TikTok Shipping rates.
• CBT eligibility requirements:
  • Average daily orders > 50 in the past 30 days
  • Warehouse located in a CBT-eligible zip code (Greater LA, East Coast, Texas)
  • Warehouse can sort and hold CBT orders separately for pickup

⚠️ CBT packages must be handed to the CBT courier only — never mixed with USPS, FedEx, or other carrier shipments. Mixing causes tracking failures and voids TikTok's service protection.
🧮 Fee calculation for TikTok Shipping / CBT: Fees are based on the greater of actual weight or volumetric weight.
Volumetric weight = Length (in) × Width (in) × Height (in) ÷ 166Example: A 16" × 12" × 10" package weighing 5 lbs has a volumetric weight of ~12 lbs — so the 12 lb rate applies. Fees are deducted post-delivery from your GMV or deposit. Adjustments may occur after the carrier's weight audit.
Optional — Package Signature Service (launched March 12, 2026): Adds $3.95 per package. The system automatically routes to a signature-eligible carrier (FedEx Ground, FedEx Home Delivery, or USPS Ground Advantage). Recommended for orders over $400 to reduce "Delivered Not Received" claims. Enable per order or in bulk via Seller Center → Manage Orders → Arrange Shipment → Value Added Services → Signature Required.

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2. Seller Shipping

You select your own Logistics Service Provider (LSP) from those supported by TikTok Shop, enter tracking information manually, and are fully responsible for delivery performance. You can make one tracking edit yourself before an order is marked Delivered; further corrections require a support ticket within 30 days of the order date. Seller Shipping may only be available to select sellers — check your Seller Center to confirm eligibility.

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3. Fulfilled by TikTok (FBT)

FBT is TikTok Shop's in-house warehouse-and-ship service. You send inventory to TikTok's 14 Fulfillment Centers and 2 Hubs across the US. TikTok handles storage, picking, packing, shipping, and returns. Eligible products display a "Free 3-Day Delivery" badge in search results and recommendations. FBT is covered in full detail in Part 2.

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Which Option Is Right for You?

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Part 2 — Fulfilled by TikTok (FBT): Benefits, Costs & Requirements

Why Choose FBT？

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FBT vs. Other Options — Metric Protection Comparison

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FBT Fee Tables

🧮 Fee calculation: Fees are based on the greater of actual unit weight or dimensional weight: L × W × H (inches) ÷ 166. Dimensional weight only applies to items over 1 lb.
2026 Fulfillment Fee (per unit):Pricing examples:

• Shirt — 9 oz actual, 13×10×1" (dimensional: 12.53 oz) → ships at 8–12 oz rate → $4.70 for 1 unit
• Food container — 15 oz actual, 15×10×4" (dimensional: 3.61 lb) → ships at 3–4 lb rate → $6.92 for 1 unit
• Rechargeable robot toy ×3 — 7.36 oz actual, 9×7×2" (dimensional: 12.1 oz) → 4–8 oz rate → $2.36 × 3 = $7.08

Storage Fee :Example: A full pallet (48×48×42 inches = 56 cubic ft) stored for 90 days costs $0 for days 1–60, then 56 × $0.03 = $2.24/day for days 61–90.
Inbound Hub Placement Fee (per unit):💡 Inbound Hub vs. Direct-to-FC: Hub inbound is purchasable in 1–3 days and fully stowed in 7–10 days. Direct-to-FC is purchasable and fully stowed in 1–3 days, but you must manage the inventory split across 4 FCs yourself.
For the full rate card: FBT Rate Card & Frequently Asked Questions

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How to Onboard FBT?

Step 1 — Join via Seller Center Path: Seller Center > Fulfilled by TikTok > "Join Waitlist" or "Get Started."
Or access the FBT Portal directly at https://scm-us.tiktok.com/homeStep 2 — Set up your products Your SKUs are pre-imported from Seller Center. Go to FBT Portal > Goods to add barcodes, expiration dates, lot codes, and other required details.
Step 3 — Create your first inbound shipment Enter total quantity of goods. FBT assigns the split across 4 FCs and the quantity for each. Follow the Inbound Preparation Guide in the FBT Merchant Portal.
Step 4 — Send inventory and start tracking For pallets: book a delivery appointment in the FBT Portal. For small parcels: fill in tracking IDs. Track status at FBT Portal > Inbound > Inbound Orders.

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FBT Product Packaging Requirements

⚠️ Non-compliant shipments may be rejected, returned, delayed, or disposed of — and may incur additional fees or block future shipments.
General packaging rules:

• Accepted cushioning: Bubble wrap, air pillows, foam inserts, whole sheets of kraft paper, corrugated cardboard.
• Not accepted: Styrofoam peanuts, shredded paper, large staple pins, nylon fiber tape, multiple cartons strapped or bundled together.
• Use appropriately sized packaging — minimize empty space inside cartons.
• Seal all packages securely. Clearly label items requiring special handling: fragile, liquids, hazmat, batteries, perishables.

Bundled sets:

• Pack all items in the set together; apply a single unique barcode to the outer packaging.
• Individual item barcodes must not be visible or scannable.
• Label outer packaging with: "Sold As A Set" and "Do Not Open."

Expiration-dated products: All products with a shelf life (food, personal care, pet products) must display the expiration/best-before/manufacture date on outer packaging. At FBT warehouse arrival, remaining shelf life must equal full-use time plus 90 additional days.Accepted date formats: MM/DD/YYYY, MM/YYYY, or written month abbreviation. Disposable medical devices must use YYYY-MM-DD only.
Lot codes: Required for ingestibles (human or animal), sunscreen, acne treatments, and hand sanitizers.

• Each carton may contain only one lot code.
• The lot code on the carton label must match both individual unit packaging and your FBT Merchant Portal entry exactly.
• FBT warehouses store different lot codes separately for proper inventory tracking.
• Failure to comply may result in delayed processing or a breach of your inbound SLA.

Drop testing: May be required for fragile, perforated, or bubble-wrap-only packaged items. Products must pass a 3-foot drop test onto a hard surface in 5 orientations: base, top, longest side, shortest side, and corner.

• If a product fails: items under 10 lbs must be placed in a poly bag with a suffocation warning; items over 10 lbs require over-boxing with a double-wall corrugated box.
• You must certify that applicable products pass all five orientations. Certification must be available upon request.

For the full visual reference: FBT Product Packaging Policy

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Part 3 — Fulfillment Policy: SLAs, Metrics & Appeals

All sellers must comply with the Fulfillment Policy regardless of shipping method. FBT orders are exempt from most logistics-related metric enforcement.

Service Level Agreements (SLAs)

📌 Business days exclude Saturdays, Sundays, and US federal holidays. TikTok Shipping orders are exempt from late delivery assessment at the OTDR level. SLAs may be temporarily extended during widespread disruptions — check Seller Center for each order's current deadline.
Custom handling time ranges (product-level):

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Key Fulfillment Metrics: Requirements, Formulas & Appeals

📌 For all metric appeals: you are responsible for providing clear, verifiable, original evidence. Claims relying solely on documents that cannot be independently verified are less likely to be accepted.

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1. Valid Tracking Rate (VTR)🧮 VTR = Orders with valid, verifiable tracking numbers ÷ Total orders in evaluation periodRequirement: ≥ 95% | Applies to Seller Shipping only. FBT and TikTok Shipping (including Upgraded) orders are exempt.

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2. Late Dispatch Rate (LDR)🧮 LDR = Non-FBT orders dispatched later than dispatch SLA ÷ Total non-FBT orders in evaluation periodRequirement: Recommended ≤ 4%. Enforcement triggered if > 10%.
Example: Shop A has 100 orders. 75 are via FBT (exempt). The remaining 25 non-FBT orders all missed the dispatch SLA → LDR = 25/100 = 25%.📌 Late-to-dispatch orders that are later canceled (by seller or customer) after the dispatch SLA still count toward your LDR.

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3. On-Time Delivery Rate (OTDR)🧮 OTDR = Orders marked Delivered on or before the deliver-by SLA ÷ Total seller-shipped orders expected for delivery that weekRequirement: ≥ 80% | Calculated weekly (Monday–Sunday). Applies to Seller Shipping and TikTok Shipping. FBT orders are exempt.

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4. Seller-Fault Cancellation Rate (SFCR)🧮 SFCR = Orders canceled due to seller fault before shipment ÷ Total confirmed orders in evaluation periodRequirement: ≤ 2.5% | Creator sample orders are NOT included.
Seller-fault cancellation reasons include: out of stock, inaccurate pricing, delayed shipment, product recalls, unpaid postage, counterfeit label issues, failed Certificate of Authenticity for pre-owned luxury items.

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Appeals — Accepted Scenarios by Metric

To submit an appeal: go to your Account Health Rating page → Appeals section, or via the Shop Performance Score (SPS) page.
When appealing for weather or disruption-related LDR/OTDR violations, include: carrier or LSP delay notice (with name, warehouse address, and impact period), proof of attempted pickup or drop-off, and impacted order IDs with the enforcement action.

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Part 4 — Best Practices for Fulfillment

1. Order confirmation

• Check every order for issues before acting. Confirm package weight and dimensions match label postage.
• Download or print the packing list from Seller Center — use it to pick the correct products from storage.
• Ensure the order is shipped according to the shipping service level chosen by the customer.
• If you can't fulfill an order, cancel it before the status changes to In Transit and notify the customer.

2. Packaging

• Use packaging that fits the product — no excessive empty space. Empty space causes product movement and damage in transit.
• Accepted: bubble wrap, air pillows, foam inserts, whole sheets of kraft paper, corrugated cardboard.
• Not accepted: Styrofoam peanuts, shredded paper, large staple pins, nylon fiber tape.
• Do not bundle multiple cartons together with tape, elastic, or straps.
• Seal cartons securely using durable packing materials.
• Clearly label items requiring special handling: fragile, liquids, hazmat, batteries, perishables.
• For fresh and frozen food products, use proper insulation to maintain optimal temperatures during shipping.

3. Shipping labels

Every package must include:

• Customer's full name and postal address (including zip code)
• Customer's order number
• Return address for undeliverable packages

Apply labels firmly. Photograph packages after labeling — these photos are your evidence in customer disputes.
⚠️ Printing the shipping label too early widens the gap between Awaiting Collection and In Transit, increasing the risk of customer complaints and enforcement at the shop or product level.

4. Tracking information

• Seller Shipping: Select "Add tracking info" for each order in Awaiting Shipment status. You can make one self-correction before the order is marked Delivered. Further changes require a support ticket within 30 days of the order date — include original and new tracking numbers and carrier names.
• TikTok Shipping: Select "Arrange Shipment." Tracking updates automatically once the carrier scans the package.

5. Dispatching

• Seller Shipping: Hand over to your LSP without delay. Confirm in Seller Center that the order moves to "In Transit" within the dispatch SLA. If the status doesn't update, contact your carrier — delays by the carrier still count against your LDR.
• TikTok Shipping: Choose drop-off at the designated point, or request pickup within 48 hours.

⚠️ Packages can only be scanned by the LSP. Unauthorized or improper use of logistics equipment — such as scanning a package before it is ready — may result in account re-verification or deactivation.
💡 Handling time settings: Go to Seller Center > Fulfillment Settings to let TikTok auto-adjust your handling time based on performance history, or set it manually. For sellers onboarded after September 13, 2023 on default settings, TikTok adjusts handling time automatically based on historical performance.

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Part 5 — Common Issues and How to Handle Them

🔴 Issue 1: Package not scanned — order stuck in Awaiting ShipmentCause: Carrier picked up the package but hasn't scanned it yet, or the handoff wasn't completed.✅ How to fix:

• Seller Shipping: Contact your LSP immediately to request the acceptance scan. Monitor in Seller Center until the order moves to In Transit. Carrier delays are still your responsibility under LDR.
• TikTok Shipping: If no scan appears after handoff, open a ticket via Seller Center > Help Center.
• CBT: Contact the CBT carrier directly

📌 Your dispatch responsibility does not end when you hand over the package — it ends when the carrier scans it.

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🔴 Issue 2: CBT courier didn't show up for pickup✅ How to fix:
Step 1 — Confirm the order is actually a CBT order. The carrier shown in the system must say "CBT" — not USPS, FedEx, or any other carrier.
Step 2 — Check with your warehouse that outbound processing is complete. Goods should be packed and ready — confirm with outbound records or photos of packed goods.
Step 3 — Contact the assigned CBT carrier directly
Step 4 — If unresolved, submit a ticket via Seller Center > Help Center with proof of packed goods (photos or outbound records) or proof of handover.

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🔴 Issue 3: Tracking information is incorrect✅ How to fix:

• Seller Shipping: You can make one self-correction before the order is marked Delivered. For further changes, submit a support ticket within 30 days of the order date — include original and new tracking numbers and carrier names.
• TikTok Shipping / FBT: Tracking is automated. If there's an error, open a ticket through Seller Center > Help Center.

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🔴 Issue 4: Order delayed in transit / not delivered on time✅ How to fix:

• Seller Shipping: Contact your LSP for status. If delays are caused by circumstances beyond your control (weather, natural disaster), check Seller Center for any temporary SLA extensions on affected orders. If you receive an enforcement despite the disruption, submit an appeal with: carrier delay notice (name, warehouse address, impact period), proof of attempted pickup or drop-off, and impacted order IDs.
• TikTok Shipping: Check Seller Center > Manage Orders for logistics status. Open a ticket via Help Center if there are processing delays. Once the package is handed over and scanned, TikTok assumes responsibility — delivery delays caused by TikTok's carriers will not affect your OTDR as long as you dispatched on time.
• FBT: TikTok manages the entire delivery process. Logistics-related delays are excluded from your seller metrics.

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🔴 Issue 5: Package lost or damaged✅ How to fix:

• TikTok Shipping / CBT: Submit a service ticket in Seller Center. TikTok Shop covers reimbursement for lost, damaged, or undelivered packages caused by logistics. Return shipping costs due to delivery failure are also covered by TikTok Shop.
• FBT: TikTok Shop ensures timely reimbursement through a claims process. Refer to the US FBT Seller Reimbursement Operation Manual for detailed steps.
• Seller Shipping: You handle claims directly with your LSP. Not covered by TikTok Shop.

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🔴 Issue 6: Warehouse mistakenly fulfilled TikTok Shipping / CBT orders offline✅ How to fix:
Step 1 — Immediately contact your warehouse to stop fulfilling TikTok Shipping/CBT orders via self-fulfillment.
Step 2 — Ensure all remaining unshipped orders are fulfilled through the correct TikTok Shipping/CBT process.
Step 3 — If the warehouse has no inventory for affected products, cancel those orders promptly to avoid SLA violations. Orders in "Awaiting Pickup" for more than 7 business days may be auto-canceled by the platform.
Step 4 — Contact customers for orders already mistakenly shipped offline and request cancellation where possible.
Step 5 — To apply for an exemption for the affected orders, contact TikTok Customer Support or your Account Manager.

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🔴 Issue 7: FBT inbound shipment rejected at the warehouseCause: Packaging non-compliance — wrong materials, missing expiry labels, lot code mismatch, meltable inventory outside the accepted window, or failed drop test.✅ How to fix:

• Review the FBT Product Packaging Policy for the specific requirement that wasn't met.
• Correct the packaging issue and re-submit the inbound shipment.

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🔴 Issue 8: My LDR or SFCR is high — how to recover✅ How to fix:

• To find flagged orders: Seller Center > Manage Orders > All tab > Filter > Order Status: In Transit > Urgent: Late Delivery. This shows orders In Transit without delivery for over 10 days.
• For canceled orders: Canceled tab > Filter > Canceled by: Customer — to review cancellation reasons.
• Submit appeals for orders that qualify (see the Appeals table in Part 3).
• Going forward: consider joining Upgraded TikTok Shipping for OTDR/NRR exemptions, or FBT for full metric protection across all logistics-related metrics.

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Part 6 — Common Violations to Avoid

Packaging violations

• Using Styrofoam peanuts, shredded paper, large staple pins, or nylon fiber tape
• Bundling multiple cartons together with tape, elastic, or straps
• Not labeling fragile, hazmat, or liquid items clearly

Shipping and tracking violations

• Providing false or misleading tracking numbers, or no carrier scan update within 24 hours of providing tracking
• Shipping items with weight or dimensions that don't match the paid postage
• Printing the shipping label too early — increases risk of customer complaints and enforcement
• Handing the wrong package to the wrong carrier (critical for CBT: CBT couriers only handle CBT packages)
• Inconsistencies between the delivery address and the logistics route

Order content violations

• Shipping empty, incorrect, or incomplete packages
• Including invoices, outer packaging, or any information that identifies another seller or third-party supplier
• Using personal retail accounts (e.g., Amazon, Walmart) to fulfill TikTok Shop orders — causes unauthorized data sharing, price gouging, promotion of competitor businesses, and loss of buyer trust
• Shipping products that are prohibited, recalled, or don't match the product detail page

In-package marketing violations

• Including messages that ask for or incentivize positive customer reviews
• Adding pamphlets, QR codes, hyperlinks, or any unrelated marketing materials

Status manipulation

• Dishonestly or fraudulently changing order statuses — TikTok Shop monitors and audits this and will take enforcement action
• Using LSP equipment to scan a package before it is ready (unauthorized equipment use)
• Forging shipping label details (warehouse address, delivery address, route, or recipient information)

⚠️ For the full list of fraudulent shipping behaviors that may result in enforcement action, refer to the official Customer Order Shipping Requirements article.

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Frequently Asked Questions

Q: Do TikTok Shipping orders count toward my LDR? Yes. TikTok Shipping orders are still included in your LDR because you are still responsible for dispatching the package on time. Only FBT orders are fully exempt from LDR, because TikTok handles end-to-end logistics.
Q: I dispatched on time via TikTok Shipping but the order was delivered late. Does this affect my OTDR? No. Once your package is handed over and the pickup scan is recorded, TikTok assumes delivery responsibility. If the package is not delivered within 6 business days, this will not affect your OTDR — as long as you dispatched within 2 business days.
Q: What happens if I have the same SKU in both an FBT warehouse and my own warehouse? The system fulfills from FBT by default if inventory is available. If FBT is out of stock, the order goes to your third-party warehouse. If multiple warehouses have stock, the system prioritizes the warehouse closest to the customer. If an order contains one FBT product and one non-FBT product, the order is automatically split and shipped separately.
Q: Can I correct a tracking number after I've submitted it? For Seller Shipping, you can make one self-correction before the order is marked Delivered. Any further corrections require a support ticket submitted within 30 days of the order date, with original and new tracking numbers and carrier names.
Q: What is not counted as a business day? Saturdays, Sundays, and US federal holidays are not counted as business days for SLA purposes.
Q: My carrier didn't pick up the package in time. Am I still responsible for LDR? Yes. Carrier delays are still counted against your LDR because you are responsible for ensuring the carrier scans the package within the dispatch SLA. The only exceptions are documented disruptions beyond your control (weather, labor strikes, power outages) — these are appealable with carrier documentation as evidence.
Q: When does the dispatch SLA start for a pre-order? For pre-orders, the dispatch SLA starts from the pre-order release/closure date — not from when the customer originally placed the order. You have 2 business days after the pre-order closure date to dispatch.
Q: My FBT meltable inventory arrived after April 15. What happens? Items received between April 15 and October 15 are considered unsellable. They may be returned or disposed of for a fee. Disposal begins May 1. To avoid this, submit a removal request via FBT Portal > Outbound > Exit Inventory before April 15.
Q: Does FBT support hazardous materials? Yes. FBT warehouses are equipped to handle batteries, magnetic goods, items that are both battery and magnetic, and flammable liquids. All facilities meet FDA standards for supplements, wellness items, and other sensitive products.
Q: How do I find orders flagged for abnormal shipping behavior? Path: Seller Center > Manage Orders > All tab > Filter > Order Status: In Transit > Urgent: Late Delivery. This shows orders that have been In Transit without delivery for over 10 days. For canceled orders, check the Canceled tab > Filter > Canceled by: Customer.
Q: How is the FBT fulfillment fee calculated for multi-unit orders? Multi-unit orders receive discounted per-unit rates. The fee tier is based on the greater of actual or dimensional weight (L × W × H in inches ÷ 166, for items over 1 lb). Different SKUs in the same order each receive the multi-unit rate based on their individual weight ranges.
Q: Which products require lot codes for FBT inbound? Lot codes are required for ingestible products (human or animal consumption), sunscreen, acne treatments, and hand sanitizers. Each carton may only contain items with the same lot code, and the lot code must match both individual unit packaging and the FBT Merchant Portal entry exactly.
Q: Can I mix CBT and non-CBT packages when handing off to a carrier? No. CBT packages must go to the CBT courier only, and CBT couriers will not process other packages. Mixing causes tracking failures and orders will not be covered by TikTok's service protection.

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Reference Links

• Best Practices for Order Fulfillment
• Fulfillment Policy
• Customer Order Shipping Requirements
• Fulfilled by TikTok (FBT)
• FBT Product Packaging Policy
• Upgraded TikTok Shipping & Collections by TikTok Shop
• Late Dispatch Rate Requirements
• On-Time Delivery Rate Requirements
• Valid Tracking Rate Requirements
• Seller-Fault Cancellation Rate Requirements
• FBT Rate Card & Frequently Asked Questions
• US FBT Seller Reimbursement Operation Manual