Operational draft. This policy is an operational first draft prepared by DropZillas for internal use and future attorney review. It has not been reviewed or approved by an attorney and does not constitute legal advice. Placeholders such as "[legal entity name]" and "[legal contact email]" are filled from the admin-configured legal identity settings once provided. Contact us through the contact page with any questions about a specific term.
This Shipping & Fulfillment Policy explains how DropZillas processes orders, prepares shipments, hands off to carriers, and allocates responsibility between DropZillas fulfillment performance and independent carrier transportation performance.
1. Order receipt
Orders reach DropZillas from the dashboard, an integrated storefront, or an integrated channel. Orders are subject to inventory availability, account status, fraud screening, and compliance with the Prohibited & Restricted Goods Policy and the Reseller / Seller Agreement. DropZillas may hold, cancel, or refuse an order for any of these reasons.
2. Processing time
Standard in-stock orders are typically prepared for shipment within one to two business days after they clear the seller's storefront and DropZillas review. Custom / print-on-demand / personalized items, repackaging jobs, kitting, blind fulfillment, and concierge retail pickup jobs follow the workflow's own scheduling; a specific job's expected timeline appears in the DropZillas dashboard. Cutoff times, weekends, and holidays affect same-day handoff.
3. Pick, scan, and pack
DropZillas picks and packs against the order, the pick sheet, and the scan record. Where product photos exist, pick / pack documents include them to reduce mispicks. QC gates apply to repackaging jobs and to custom-produced goods. Weight and dimensions used for rating are the values captured in the DropZillas catalog or measured at the pack station; sellers are responsible for keeping catalog attributes accurate for items they supply.
4. Seller instructions
Sellers may supply packaging instructions, branding materials, insert files, and label artwork. Incomplete, inaccurate, or late instructions may delay a job or cause a shipment to go out without the missing element; DropZillas is not liable for the resulting variance.
5. Blind Fulfillment
For Blind Fulfillment, DropZillas places the unopened retail product or package into the seller's approved plain or branded outbound packaging, applies the approved shipping label, and hands off to the selected carrier. Only the outer outbound shipping packaging and approved fulfillment materials are modified — the actual retail product, manufacturer packaging, serial numbers, trademarks, and product contents are not altered.
6. Concierge Retail Pickup
For Concierge Retail Pickup, an approved DropZillas Pickup Agent collects the seller-purchased eligible order at the retailer using the retailer's required verification and the seller's authorization. The order then enters the standard Blind Fulfillment workflow above. Eligibility, service zones, operating windows, restricted categories, and additional restrictions are governed by the admin-configured Concierge Pickup Settings and by the Prohibited & Restricted Goods Policy.
7. Packaging and labels
DropZillas selects an appropriate packaging option for the item based on product attributes, order contents, seller instructions, and available materials. Sellers who supply their own boxes, mailers, tissue, inserts, or branding materials are responsible for keeping sufficient stock at the DropZillas facility; running out delays shipment.
8. Rate calculation and carrier selection
DropZillas is provider-neutral and uses admin-configured shipping providers (currently supporting Shippo and EasyPost, with additional providers possible). Rates are shopped across the enabled providers and available carrier services. Selection considers cost, transit time, package attributes, destination, seller-configured preferences, and carrier availability at the time of purchase. Carriers commonly used include UPS, USPS, and FedEx; specific carriers used on a given order appear in the tracking record.
9. Estimated transit vs guaranteed service
Transit times shown at rate time are estimates provided by the carrier; they are not guarantees unless the carrier's own service level is expressly designated as guaranteed and the order was processed and tendered in time to meet that service level. DropZillas does not guarantee carrier delivery dates.
10. Carrier handoff — where DropZillas responsibility ends and
carrier responsibility begins
Once a correctly addressed and properly tendered shipment is accepted by the selected carrier, transportation is subject to the carrier's own terms of service, transportation law, and claim procedures. Carrier-caused delay, loss, theft in transit, weather disruption, routing issue, service interruption, or in-transit damage is generally not DropZillas' financial responsibility. DropZillas will provide the carrier name, tracking number, shipment records, and reasonable documentation in its possession to support a claim.
11. Carrier claims — declared value and limited protection
Standard carrier tariffs typically include limited default carrier liability up to a per-shipment maximum, subject to the carrier's current terms, exclusions, proof-of-value requirements, packaging requirements, and claim approval. That default protection is not insurance and DropZillas does not describe it as insurance unless the selected carrier or product actually provides insurance. Additional declared value or third-party coverage may be available when selected at rate time and paid for by the shipper or seller.
The shipper, reseller, or customer is responsible for timely submission of the carrier claim, compliance with the carrier's claim deadlines, cooperation with carrier inspections, retention of the original packaging and damaged goods, proof of value, and other documentation the carrier requires — unless DropZillas expressly agrees in writing to administer the claim as a separate service.
12. Address accuracy, address correction, and RTS
Ship-to addresses are the seller's or end customer's responsibility. Incorrect, incomplete, undeliverable, PO-box-incompatible, or military-address-incompatible addresses may result in carrier address correction fees, re-shipment fees, or return-to-sender processing; those charges are passed through to the responsible party. Refused shipments and undeliverable shipments returned to DropZillas are handled per the seller's instructions and may incur inbound receiving and re-ship fees.
13. Delivery scans and post-delivery loss
A "delivered" scan is the carrier's record that the shipment reached the delivery address. Loss after delivery (including porch theft) is generally not a DropZillas fulfillment error and, where the carrier's terms allow a post-delivery claim at all, is subject to the carrier's own process.
14. Split shipments, backorders, and partial fulfillment
Where supported, an order may be split across shipments or fulfilled from more than one location. Backordered items are held or cancelled based on seller configuration and the specifics of the order.
15. International shipments and customs
Where DropZillas supports international shipping, the seller or end customer is the importer of record unless expressly stated otherwise. Customs duties, taxes, brokerage, and destination-country compliance are the recipient's responsibility.
16. Refused, returned-to-sender, and abandoned shipments
Shipments refused by the recipient or returned to DropZillas are inbound-processed per seller instructions. If DropZillas cannot reach the seller and cannot lawfully retain the goods indefinitely, disposition is handled per the storage and abandonment provisions in the Reseller / Seller Agreement.
16a. Replacement shipments — who pays
If the seller approves a replacement for its end customer and DropZillas ships another unit of the seller's inventory (including seller-owned, seller-sourced, customer-owned, or Blind Fulfillment inventory), the new outbound shipping charge is the seller's responsibility and will be billed to the seller. Applicable pick, pack, handling, packaging, custom-packaging, and other configured service fees may also apply per the seller's plan and the current admin-configured pricing.
Exception — verified DropZillas fulfillment error. Where DropZillas made a verifiable fulfillment error (for example, shipping the wrong SKU or variant despite accurate order information and correct seller instructions), the replacement is handled under the DropZillas error / remedy path in the Returns & Refund Policy and must not be billed to the seller as a seller-requested replacement shipment. Carrier-caused damage, loss, or delay remains governed by the carrier claim language above and must not be silently reclassified as a DropZillas fulfillment error.
16b. Neutral return receiving address
Approved end-customer returns are directed to the neutral Returns Processing Center — an admin-configured customer-facing identity that is intentionally separate from the DropZillas legal entity so a reseller's end customer is not unnecessarily exposed to the reseller's fulfillment source. The current neutral identity and mailing address are the values published in the admin-configured Neutral Returns / Fulfillment Identity setting and are surfaced to sellers in the DropZillas dashboard when a return is authorized. Do not send returns without prior authorization.
17. Service interruptions and force majeure
Carrier network events, natural disasters, severe weather, labor actions, pandemics, and similar conditions may delay or interrupt service. DropZillas is not responsible for delays caused by these conditions. See the Terms & Conditions force-majeure provision.
18. Contact
Questions about a specific shipment should be routed through the DropZillas dashboard or the contact page.
This document is one of DropZillas' Legal & Policies. Related policies: Terms & Conditions · Privacy Policy · Reseller / Seller Agreement · Shipping & Fulfillment Policy · Returns & Refund Policy · Prohibited & Restricted Goods Policy.