Shipping policy

1. Policy Purpose
 
This policy is formulated to standardize international logistics operations for the Company’s cross-border e-commerce/general export business, ensure on-time order delivery, transparent logistics information, and improve customer experience and operational efficiency. It clearly defines the execution standards, process requirements, and responsibility boundaries for logistics services via the UPS official channel.
 
2. Scope of Application
 
This policy applies to all international orders shipped via the UPS official channel (including parcel and express services) within the Company, covering the entire process from order receipt, cargo handover, shipping operations, tracking information synchronization, to issue resolution.
 
3. Core Execution Standards
 
3.1 Shipping Time Standard (Three-Week Delivery Requirement)
 
3.1.1 Time Commitment: From the date the warehouse receives complete, compliant goods (including all customs clearance documents, no information errors/forbidden goods risks) delivered by the customer/business department, the following actions must be completed within 14 calendar days (2 weeks):- Complete cargo packaging, labeling, and security inspection;
- Hand over to UPS official pickup;
- Generate a valid waybill in the UPS system and obtain an official tracking number.
3.1.2 Exclusions from Time Assessment: The following situations are not subject to time assessment, and prior reporting with records is required:- Incorrect/missing customer order information that remains uncorrected after reminders;
- Goods are sensitive/special items requiring additional compliance review, with extended delivery time confirmed with the customer in advance;
- Encountering force majeure (e.g., UPS system failures, temporary changes in destination country policies, natural disasters, etc., requiring official notifications or proof).
3.1.3 Handling of Delays: For shipping delays without valid reasons or proof, the logistics supervisor must issue a delay explanation within 1 working day, synchronize with the business and customer service departments, and develop a remediation plan. If the delay exceeds 7 calendar days, an internal accountability process will be initiated.
 
3.2 UPS Tracking Number Management Requirements
 
3.2.1 Provision Timeframe: Within 24 hours after the cargo is picked up by UPS and a valid waybill is generated in the system, the official UPS tracking number must be synchronized to the customer/business contact channels (e.g., order system,  email) to ensure real-time query availability.
3.2.1 Tracking Number Validity Verification:- Before providing the number, verify its traceability on the UPS official website;
- If no pickup information is available 48 hours after the tracking number is generated, immediately contact UPS customer service to verify the issue, and update the valid number or provide an explanation.
3.2.3 Tracking Information Synchronization: The logistics operations team must check the UPS tracking status of orders daily. For orders with abnormalities (e.g., customs clearance delays, delivery issues), synchronize with the customer/business department within 1 working day of learning about the issue and assist in follow-up resolution.
 
4. Operational Process Specifications
 
1. Order Receipt and Initial Review:- When delivering orders, the business department must provide complete recipient information, cargo name, quantity, declared value, and special item descriptions;
- If errors/missing information are found during the initial review, the logistics team must provide feedback to the business department on the same day and proceed to the packaging stage only after corrections are made.
2. Packaging and Labeling:- Package goods in strict accordance with UPS channel standards to avoid rejection or transportation damage due to non-compliant packaging;
- Affix UPS official waybill labels as required, ensuring labels are clear and information is accurate.
3. Pickup and Waybill Generation:- Schedule UPS pickup in advance to align with the completion time of cargo preparation;
- After pickup is completed, immediately verify the waybill information in the UPS system, obtain the tracking number, and synchronize it.
4. Handling of Abnormal Orders:- Lost/Damaged Items: Upon receiving customer feedback or tracking abnormalities, immediately contact UPS to initiate the claims process, collect supporting documents such as purchase receipts and cargo photos, follow up on the claims progress, and provide updates to the customer;
- Customs Clearance Delays: Assist customers in supplementing customs clearance documents, contact the UPS customs clearance team for follow-up, and provide daily updates on processing progress.
 
 
5. Supervision and Assessment
 
1. The logistics department shall compile weekly reports on the on-time delivery rate and timely tracking number provision rate of UPS channel orders and synchronize them with management;
2. If the on-time delivery rate is below 95% or the tracking number provision delay rate exceeds 5%, the logistics supervisor shall issue a rectification report to optimize operational processes;
3. For customer complaints or order losses caused by operational errors, accountability shall be pursued in accordance with the Company’s internal reward and punishment system.
 
6.Supplementary Provisions
 
1. This policy shall take effect from the date of issuance and shall be interpreted and revised by the logistics department;
2. If UPS channel service rules or timeliness standards change, the logistics department shall update this policy within 10 working days and synchronize it with all relevant departments.