Policy AdvisorPagesChangesCreator Summary

Customer Order Shipping Requirements

US Academy / Policy Center / Seller / Fulfillment and Aftersales

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Canonical TikTok URL
https://seller-us.tiktok.com/university/essay?knowledge_id=6837879804970754
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6
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Creator TL;DR

AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.

This page explains how TikTok Shop sellers must ship physical products in the US, from order confirmation to delivery. It covers shipping options, packaging, tracking, labels, handoff, delivery status, prohibited shipping behavior, force majeure reporting, and possible enforcement actions. Virtual goods are excluded.

Key points

  • Applies to sellers of physical products in the US.
  • Three shipping options are listed: Seller Shipping, TikTok Shipping, and Fulfilled by TikTok (FBT).
  • Sellers must follow Fulfillment Policy SLA requirements to avoid late dispatch, auto-cancellation, and late delivery.
  • Packaging must protect items and follow applicable laws, LSP rules, and TikTok Shop packaging standards.
  • Tracking information must be valid and match the shipping label for Seller Shipping orders.
  • Shipping labels must include customer name, full address, order number, and return address.
  • Prohibited behavior includes empty packages, incorrect products, unpaid postage, counterfeit labels, and fraudulent status changes.
  • Orders can be auto-canceled if they miss the auto-cancellation SLA.
  • TikTok may apply enforcement actions for violations, including limits, suspension, or closure.

Say / show

  • Use the shipping method and LSP setup required for the order.
  • Add correct tracking details for Seller Shipping orders.
  • Apply shipping labels securely and make sure they are complete and order-specific.
  • Ship only products that match the order and product details.
  • Report force majeure events through a Seller Center ticket with supporting documents.
  • Verify requirements against the TikTok source before taking action.

Do not say / show

  • Do not claim virtual goods are covered by these shipping rules.
  • Do not print shipping labels too early for TikTok Shipping orders.
  • Do not use empty packages, counterfeit labels, or unpaid postage.
  • Do not misstate order status or misuse manifest/in-app scan events.
  • Do not share customer contact information outside Chat with TikTok.
  • Do not ship prohibited or recalled products.

Violation risks

  • Late dispatch
  • Auto-cancellation
  • Late delivery
  • Customer complaints
  • Enforcement actions at shop or product level
  • Order volume limits
  • Fund withholding
  • Settlement period extension
  • Account re-verification
  • Shop closure
  • Temporary or permanent suspension
  • Permanent deactivation

Who it affects

  • Sellers of physical products in the US
  • Sellers using Seller Shipping
  • Sellers using TikTok Shipping
  • Sellers using Fulfilled by TikTok (FBT)
  • Sellers handling customer shipping, labels, tracking, and handoff

Source notes

  • This summary is based only on the provided TikTok source text.
  • Verify the current TikTok source before acting, because policies and enforcement details can change.
  • Where the source is silent, no additional requirements should be assumed.

Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1

Readable Policy Copy

Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.

Key Points:
  • Three shipping options are available: Seller Shipping (Logistics Service Provider chosen by seller), TikTok Shipping (use Logistics Service Provider listed by TikTok Shop), and Fulfilled by TikTok (FBT) where TikTok handles all fulfillment.
  • Sellers must adhere to the Service Level Agreements (SLA) in the Fulfillment Policy to avoid late dispatch, auto-cancellation, or late deliveries
  • Sellers must provide adequate protection, use proper packaging materials, and comply with LSP guidelines for certain items
  • Prohibited shipping behaviors include shipping empty packages, incorrect products, unpaid postage, or counterfeit labels
The Customer Order Shipping Requirements covers shipping requirements for sellers on TikTok Shop, from the time orders are created until they are delivered to customers. Following these requirements helps to avoid late dispatch, auto-cancellation, or late deliveries. These requirements apply to all sellers selling physical products in the US. Sellers must comply with this document and the Fulfillment Policy when fulfilling physical products on our platform.
Virtual goods are exempt from these shipping requirements and must instead meet the fulfillment requirements in our Virtual Goods Requirements.

Customer Order Shipping

There are 3 different shipping types available to sellers.
  • 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: Overview and Services. This option may only be available to select sellers.
  • TikTok Shipping: Sellers choose a Logistics Service Provider (LSP) listed by TikTok Shop in Seller Center to ship orders. Learn more in the TikTok Shipping: Overview guide.
  • Fulfilled by TikTok (FBT): TikTok warehouses handle the storing, picking, packing, and shipping of orders, as outlined in the Fulfilled by TikTok (FBT) article.
It is important to note that sellers are subject to different responsibilities when selecting Seller Shipping, TikTok Shipping, or Fulfilled by TikTok options.

Requirements for Customer Order Shipping

Shipping Process

Below are the steps and requirements involved in shipping an order on TikTok Shop. Sellers must also refer to the Fulfillment Policy to adhere to the mentioned Service Level Agreements (SLA) to avoid late dispatch, auto-cancellation of orders, or late deliveries.

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.
We recommend printing or downloading the packing list from Seller Center for each order. This helps ensure you pick the correct products from your storage or warehouse location.
If sellers are unable to fulfill an order, they must cancel it before the order status changes to In Transit. For more information, refer to our Customer Order Cancellation, Return, and Refund Policy.
Sellers using TikTok Shipping should print only the packing list while preparing the order. Do not print the shipping label unless you are ready to hand the package to the carrier immediately. Avoid printing the shipping label too early. This lengthens the time between the 'Awaiting Collection' and 'In Transit' statuses, which can lead to customer complaints and enforcement actions.

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 Logistics Service Provider (LSP) to ensure that the proper packaging is used for specific products.
Sellers using Seller Shipping, Collections by TikTok (CBT), or TikTok Shipping are responsible for packing and labeling products securely and in accordance with applicable laws and regulations. Damaged packages or items damaged while in transit contribute to poor fulfillment quality.
This includes, but is not limited to, complying with requirements for packaging, avoiding prohibited packing practices, and complying with TikTok Shop's packaging standards.
Sellers using Fulfilled by TikTok (FBT) are not subject to these packaging requirements.

Adding and Verifying the Tracking Information

For all shipping types, sellers must ensure that valid tracking is assigned to orders within the dispatch SLA, as outlined in the Fulfillment Policy. For eligible orders, TikTok Shop may recognize qualifying manifest or in-app scan events when determining whether dispatch requirements have been met.

Seller Shipping

For Seller Shipping orders, sellers must add the following order details:
  • Tracking ID
  • Logistic Service Provider (LSP)
  • Shipping service information
The order's tracking ID must match information on the shipping label applied to the respective package. Sellers must enter tracking information carefully. If a mistake is made, sellers are able to make a one-time edit and should try to correct it before seeking help from customer service. Providing incorrect tracking information may result in late dispatch and order cancellations.

TikTok Shipping

For TikTok Shipping orders, sellers do not have to add the tracking information for each order.
They can select the Arrange Shipment option under each order listed under the To ship tab on the Manage Orders page.
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. Sellers are expected to add tracking information to an order only immediately before or after the orders are handed over to carriers or Logistics Service Providers (LSP). Even if the Dispatch SLA is met, an unusually long delay between Awaiting Collection and In Transit increases the risk of customer complaints and enforcement at the shop or product level.

Shipping Label Application

All packages must have a shipping label securely affixed that includes the following information:
  1. The customer's name and full postal address (including zip code or postal code)
  2. The customer's order number
  3. The address to be used for returns (as entered in Return Warehouse section in Account Settings in Seller Center)
When preparing the labels, sellers must meet the following requirements:
  • Shipping labels or barcodes provided by LSP must be applied firmly on the package.
  • 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.
  • 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 Providers (LSP)

Sellers are required to work with their LSP to process the order as soon as possible.
Sellers must not use manifest or in-app scan capabilities to misrepresent actual package handoff or fulfillment activity. TikTok Shop may review usage patterns and take enforcement action where misuse is identified.TikTok Shop monitors for unusually long delays between the Awaiting Collection status and the In Transit status. Based on these delays, TikTok Shop may initiate additional enforcement actions at the product or shop level. To learn more, refer to our Metric Calculation Period and Targets in the Fulfillment Policy.

Seller Shipping

For Seller Shipping, sellers are responsible for providing accurate dispatch information. If the carrier, or partner carrier, fails to provide timely and accurate information regarding the order's actual status (whether due to zone skipping — a shipping method where packages are transported in bulk to a destination region before being handed to a local carrier for final delivery — or any other cause), the seller is responsible for the delays and failure to adhere to the SLA set out in the Fulfillment Policy.

TikTok Shipping

For TikTok Shipping, sellers can either drop off packages or request a pickup 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 Pickup option when completing the Arrange Shipment step, the LSP will be notified to collect the package within 48 hours.

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 makes the final delivery scan and updates the final 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 LSP confirms the delivery of the shipment.

Delivery Timeline

If an order is not delivered within the deliver-by SLA, 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 on the Manage Orders page.
To learn more, refer to our On-Time Delivery Rate Requirements.All after-sale concerns raised by customers due to missing products, damaged products, damaged packages, defective products, wrong products, and other similar issues, will be resolved according to the Requirements for Aftersales Dispute Escalation.

Auto-Cancellation of Delayed Orders

Orders that do not meet the auto-cancellation SLA will be automatically canceled by TikTok Shop, as stated in the Fulfillment Policy.Sellers are required to comply with our fulfillment requirements. If over a period of 30 or more days, a seller has a cancellation rate of 90% or over due to seller-fault reasons (with no delivery), the enforcement action taken for failing to fulfill orders may include, but is not limited to, temporary shop suspension or permanent shop deactivation.
To learn more, refer to our Seller-Fault Cancellation Rate Requirements.

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, and other similar services.
  • 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.
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 Chat with TikTok in Seller Center. Any other forms of communication outside of Chat with TikTok are prohibited. Learn about Chat with TikTok usage policies in the Customer Service Policy.
  • 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 the 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).

Shipping Postage Fraud

TikTok Shop strictly prohibits Unpaid Postage Orders (UPO) and counterfeit shipping labels. This behavior is fraudulent and can negatively impact the customer experience on TikTok Shop.
Sellers who, in TikTok Shop's reasonable and good faith belief, may be engaged in or are otherwise identified as having engaged in UPO, use of counterfeit shipping labels, or other fraudulent behaviors will be subject to:
  • Limitations or restrictions on Seller Shipping (90-365 days)
  • Order volume limit
  • Fund withholding
  • Settlement period extension
  • Account re-verification
  • Order closure
  • Shop closure

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 including invalid shipping tracking numbers, duplicated tracking numbers, misuse of manifest or in-app scan events, and unusually long delays between the Awaiting Collection status and the In Transit status (for example, no updated logistics information after the tracking ID has been added to the order in Seller Center for more than 2 business days)
  • Having a high rate of orders being flagged as potential fraud (for example, a high rate of Delivered but not received complaints from customers)
  • Orders that have been In Transit for an unusually long time without being marked Delivered (for example, exceeding 10 calendar days since being updated to In Transit)
  • 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
*For instructions on how to view orders that were flagged for abnormal tracking behavior, please refer to the instructions provided here. Sellers who, in TikTok Shop's reasonable and good faith belief, may be engaged in or are otherwise identified as having engaged in fraudulent shipping behavior may have enforcement actions taken against their account, including but not limited to shop closure, restrictions on shop fulfillment options, or account re-verification. This is in accordance with our Fraudulent Order Policy and Seller Terms of Service.
All after-sale concerns raised by customers due to fraudulent shipping will be resolved according to our Requirements for After-sales Dispute Escalation.

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
  • Other extreme events outside of the seller's control

Enforcement Actions and Appeals

We regularly review shops for compliance with this document and our Fulfillment Policy. If any violations are identified, TikTok Shop may take enforcement action at our sole discretion. This may include, but is not limited to:
  • Deducting points from the seller’s Account Health Rating
  • Removing product listings
  • Removing content
  • Formal warning messages
  • Setting an Order Volume Limit (OVL) that limits the amount of orders a seller may receive
  • Cancellation (both at buyer request and automatically) of orders marked as In Transit
  • 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
  • Removing product listings
  • Revoking access to offer products for sale
  • Issuing refunds to customers
For more information on enforcement actions, refer to our Seller Enforcement Policy. To appeal an enforcement action, visit the Appeals section for guidance.

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