Service Level Agreements (SLA)

SLAs are the maximum number of business days for an order to reach a specific stage in the fulfillment/shipping process.

Order type	Dispatch SLA Cut-Off	Auto-Cancellation SLA	Deliver-by SLA
Regular	Within 2 business days from the order date. Cut-off: 11:59 PM PST.	Unless specified by the customer, TikTok Shop will automatically cancel when any of the following scenarios take place: Order status not marked as "Awaiting collection" (i.e., tracking information has not been added to Seller Center) after 7 business days from the order date.	Within 6 business days from order date
Made-to-Order BackorderCustom Handling	Within the handling time set by the seller.	Unless specified by the customer, TikTok Shop will automatically cancel when any of the following scenarios take place: Order status not marked as "Awaiting collection" (i.e., tracking information has not been added to Seller Center) after 4 business days from the Dispatch SLA.	Within Handling time + 5 business days from order date
Pre-Order	Within 1 business day after the Pre-Order closure date.	Unless specified by the customer, TikTok Shop will automatically cancel the order in the following scenarios: Order status not marked as "Awaiting collection" (i.e., tracking information has not been added to Seller Center) after 5 business days from the Dispatch SLA.	Within 6 business days from pre-order closure date

Please Note: Business days exclude Saturdays, Sundays, or U.S. federal holidays.
Please refer to the Fulfillment Policy for more detailed information.