At the time of onboarding your brand on our platform, our team is going to ask for details of average shipping time from you. This information will then be updated on all your products for increased transparency for buyers. We would request you to please adhere to the shipping timelines outlined during the onboarding process. These timelines are crucial for buyers' satisfaction. Always aim to dispatch orders as quickly as possible to maintain a positive brand rating.

Products should be packaged securely to avoid damage during domestic as well as international transit, using quality materials and ensuring the item is well-protected. Click on the link for the packaging guidelines to meet international standards and expectations.

We recommend using specific carriers based on reliability, cost, and service level. Ensure you're familiar with these carriers and comply with the platform's shipping policies to maintain a seamless fulfillment process.

You need to update the order status by informing your account manager and providing accurate tracking information once the item is shipped. This transparency helps build trust with us, allowing us to track your order's progress and ensuring a positive shopping experience for buyers.

If you're unable to fulfill an order, immediately notify your account manager, explaining the situation and offering alternatives or a refund. Prompt communication is critical to managing expectations and maintaining your reputation on the platform.

We give a 24-hour window for buyers to cancel the order. Post 24 hours, we do not accommodate any cancellation request unless it's an exception. We expect our partner brands to start the process of manufacturing or dispatch immediately after getting notified by our team. Incase of post-delivery returns and cancellations, our buyer support team will liaise with the buyers and manage post delivery returns & cancellations within the buyer’s home country.

We take care of dispute resolution for brands. We committed ourselves to providing a hassle-free environment for both brands and buyers. After our quality assessment, you do not have to worry about any complaint redressal system.

Shipping can be divided into 2 parts. First leg will be domestic shipping from your warehouse / office to our warehouse and the second leg will be international shipping from our warehouse to the international buyer. Under leg 1 since the responsibility and hence the risk for domestic shipping lies with you, you and your shipping partner have to ensure that an undamaged product is delivered to our warehouse. At the time of delivery, if our QC team discovers internal or external damage to the product, we will immediately notify you. You may have to offer a replacement, repair, or refund against the original order. During the second led, the entire responsibility for shipping lies with our company and we manage international shipping for all orders.

As a brand, you do not have to take care of any communication with the buyers regarding the order fulfillment or order queries. In case there are specific questions that buyers have, our team will be in touch with you to ensure seamless flow of communication between you and the buyer.

Late shipments or processing issues may result in penalties or impact your brand rating on our platform. It's crucial to adhere to agreed-upon timelines and communicate proactively with your account manager to avoid these penalties.

Unfulfilled orders or cancellations may lead to penalties or impact your reputation on our platform. It's essential to manage inventory effectively and communicate any issues promptly to the brands' team to minimize these occurrences.

Incase during the course of fulfilling an order, you discover unanticipated challenges & delays in the order and that the production/order processing will be delayed, you are required to immediately update your account manager along with an updated date of delivery. Our team will proactively communicate the same to the buyer as well to ensure a hassle free and seamless experience for the buyer.

No, as a brand working with our platform, you do not have to worry about international shipping as it involves many complexities like customs duty, shipping documentation, port delivery, etc. This leg of logistics is taken care of by our company. You are however required to ship the products to our warehouse in India.

We are responsible for understanding and managing customs and logistics for international shipping for each country. This includes ensuring all necessary documentation is in order and being aware of any applicable duties or taxes.

The exporter on record will be our registered entity, i.e. TDC Labs Private Limited. We will ensure all export documentation is correct and compliant with the originating and destination countries' regulations.

At present, we are the official exporter on record and hence you will not be able to claim export benefits from the government for orders processed on the platform. However, in the future, we are committed to providing our brands to sell directly to our buyers and claim export benefits from the government.

For domestic shipping, you are responsible for ensuring products are delivered to our warehouse within the agreed timelines and in good condition.

We will provide a purchase order or equivalent documentation for each order, which will have all the details regarding items purchased, quantities, prices, and other relevant order information.

An Importer Exporter Code (IEC) is often required for international trade. Since our company will be the official exporter of the products, you are not required to have an IEC code to process orders on the platform.

For private labeling requests, your account manager will coordinate with the buyer to understand their requirements and communicate the requisite request. All specifications with respect to private labeling or white labeling will be communicated to you by your account manager. We expect you to share the updated shipping timeline during communication to facilitate a smooth process for our buyer and brand.

Before accepting customization requests or orders, your account manager will clearly inform you on the specifications given by the buyer. We will actively coordinate with the buyer and you to ensure a seamless and hassle-free experience for all the parties involved. Only upon your explicit confirmation and buyer’s consent, will a custom order get confirmed.

For made-to-order requests, ensure you clearly understand our requirements, adjust your production schedule to accommodate the order, and communicate any changes in timelines or processes to us.

Payments for all orders on our platform are processed on a monthly cycle. In the first week of every month, our backend system will send you a summary of all the orders received in the previous month. You are required to verify the info in this summary and raise any discrepancy within 48 hours of receiving this summary. Once all your doubts are cleared you are required to raise a bill of sale / tax invoice to our company. All the details to create this bill will be available in the summary shared with you. Once we receive the bill / tax invoice, your payment will be processed within 24 to 48 hours. As an example, for all orders processed in the month of Dec’ 2023, you will receive a summary from our system by 7th of Jan’ 2024. Once all doubts are settled and the tax invoice has been raised, your payout will be released within 24-48 hours.

At present, we support only bank transfers. In the next phase, we will enable cheques, online payment gateways, and possibly digital wallets, enabling you to choose the most convenient option for receiving your earnings.

No transaction fees or service charges are associated with receiving payments on the platform. We are fully transparent with our brands regarding finances as we understand the complexity of scaling the business.

There is no minimum payout threshold on our platform, meaning you don't need to accumulate a certain amount of earnings before a payment is issued, ensuring efficient processing and transfer of funds.

No, we currently process all payments only in the Indian National Rupee or INR.

You can reach out to your account manager to request the payment history for your brand.

If you notice a discrepancy in your payment, immediately contact your account manager with detailed information about the issue to initiate a review and resolution process.

We implement robust security measures to protect your payment information, including encryption, secure servers, and compliance with financial regulations to ensure your financial data's safety.

Refunds and returns can affect your payments, as the amount will be deducted from your earnings. The formal agreement signed with your company has information on how these transactions are handled and reflected in your account.

Our financial department will send financial statements and reports to you via mail, providing insights into your sales performance, payments received, and any adjustments due to refunds or disputes.

Since this will be recorded as a domestic sale for your brand, you are required to treat all transactions with our company as you would treat any other B2B sale. You are requested to follow all requisite local laws and GST compliances with respect to any sales on our platform for your brand.

Currently we do not offer any advance payment or escrow services as part of our payment terms. However, we are actively working to create this as well to make it easier for brands to work with us and scale their businesses.

To change your bank account details, please send the updated bank details to your account manager via mail, text or call. Please ensure the new account details are correct to avoid payment disruptions.

When receiving negative feedback, respond professionally and empathetically on the platform. We expect you to address the customer's concerns, offer solutions, and use the feedback as an opportunity to improve your services. Demonstrating responsiveness and a commitment to customer satisfaction can even turn negative experiences into positive ones.

At present, we do not offer a system or tools for managing customer communication between you and the buyer. We will implement the communication capabilities between buyers and brands in the next phase.

Currently, our brands do not have to deal with any customer-facing issues. Our buyer support team will actively deal with any issues and will communicate with you if required.

We may update its policies periodically to reflect new legal requirements, industry standards, or platform enhancements. Brands are typically informed of such updates through email communications, in-platform notifications, or announcement sections on the platform.

Failing to adhere to our policies can lead to various consequences, including penalties, listing removals, account suspensions, or even termination. Brands must understand and comply with these policies to avoid such actions.

We use a combination of automated systems and manual reviews to monitor compliance, ensuring that brands adhere to the set guidelines. Regular audits or checks might be conducted to enforce these standards across the platform.

If you inadvertently violate our policy, it's best to proactively contact your account manager, acknowledge the mistake, and outline your plan to rectify the issue. Transparency and willingness to correct errors are key.

If you believe a non-compliance decision needs to be corrected, you can reach out to your account manager and explain the situation to him / her. You are requested to provide a detailed explanation and any supporting documents to challenge the decision and seek a review.

We will request documentation or evidence to verify your certification claims while onboarding. The verification process might include checks to ensure that the certifications are valid, current, and relevant to the products you offer on the wholesale platform.

We have partnered with reliable carriers like DHL, UPL, USPS & FedEx, offering tracking and logistics management tools. This helps buyers ensure efficient delivery services and comply with our shipping standards.

As a registered brand on our platform, you do not have to worry about customs and export compliances as our company takes care of the nitty gritties involved in exporting. We have signed up with customs & export partners who assist us with customs and export compliances, helping navigate international shipping regulations to ensure smooth cross-border transactions.

Brands are advised to use durable materials and secure packaging to prevent damage during international transit, adhering to our packaging standards given in the link.

You need to share the tracking information for all orders with your account manager at the time of shipping the order. Please ensure that the correct tracking ID has been shared by you. This will allow us to monitor the shipment and ensure transparent communication with the buyer.

You need to promptly share this information with, investigate with the carrier, and arrange a replacement as soon as possible to maintain customer satisfaction and resolve shipping issues efficiently.

We recommend that the brand choose highly-rated courier partners to deliver the order within shipping timelines without damaging the products. You can also work with your existing courier partners if they provide good service.

In case a product fails in the quality check process at our warehouse, it is your responsibility to provide a replacement and take care of return shipments and the associated costs like shipping, repackaging etc.

Reliable and timely shipping contributes to positive customer reviews and satisfaction and will influence your brand's reputation and ratings on our platform.

Our team handles all shipping-related customer service issues, as we know the complexity associated with international transit. Our teams are well equipped to deal with international shipping related issues.

You are advised to use protective materials and ensure the item is immobile within the box for fragile items. Labeling the package as "Fragile" is recommended to alert handlers and prevent damage. For more packaging-related information, click on the link.

Yes, as a part of the onboarding process and agreement, you are explicitly authorizing us to use your original content to highlight and promote your brand as part of our marketing and advertising efforts. We assure you that your content will be featured in every legitimate channel with proper brand guidelines set by you as a brand.

No, there is no consent given by us to buyers to use your original content anywhere else.

We will utilize all possible online and offline mediums to generate sales by showcasing your products and brands' USP (Unique Selling Proposition) to a broad audience, utilizing our platform's reach and marketing strategies. By featuring your brand in various channels, we increase your visibility, driving traffic and potential sales to your listings.

You can ensure high visibility by optimizing your product listings with detailed descriptions, high-quality images, relevant keywords and proper product titles. Another great way to ensure visibility is to constantly keep updating your new collections or product assortments on the platform and give better pricing to buyers for repetitive orders.

To expand your business, diversify your product offerings, maintain high-quality standards, and engage with our team constantly. You should also utilize any latest updates and features on the platform and try to give better pricing to clients to generate repeat orders.