Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who fulfill Orders themselves through the Platform.
Article 1: Introduction and Scope
1.1 This document states the duties of a Seller for an Order the Seller fulfills itself: acknowledgment, shipment within the Handling Time, the contents of a shipment, the address to which a shipment is sent, risk of loss in transit, and the handling of late, partial, and failed fulfillment. It binds every Seller that fulfills its own Orders. Orders fulfilled by the Company under Fulfillment by Pawz Shop: Program Terms (Fulfillment by Pawz Shop — Program Terms) are governed by that document and not by this document.
1.2 Shipment and delivery at the platform level are governed by the Shipping and Delivery Policy. The contract of sale for a Third-Party Sale is between the Buyer and the Seller; the Company is not the seller of the Seller's Products, collects payment as the Seller's agent for collection only as stated in the Selling Terms of Service, and does not assume the Seller's fulfillment duties.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Seller participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Acknowledgment: the Seller's confirmation, recorded on the Order, that the Seller has received the Order and commits to fulfill it.
2.3 Buyer: a person who purchases Products or Services through the Platform.
2.4 Carrier: the carrier to which a shipment is handed for delivery to the Buyer.
2.5 Carrier Handoff: tender of a parcel to the Carrier, evidenced by the Carrier's first scan of the parcel. Creation of a shipping label is not Carrier Handoff.
2.6 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.7 Delivery: arrival of a shipment at the delivery address stated in the Order, as confirmed by the Carrier's delivery record, as defined in the Shipping and Delivery Policy.
2.8 Delivery Promise: the delivery commitment shown to the Buyer for a listing, consisting of the Handling Time and the transit time, as stated in the Shipping and Delivery Policy.
2.9 Handling Time: the number of business days between placement of an Order and Carrier Handoff, as published on the listing. The Handling Time is a commitment, not an estimate.
2.10 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.11 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.12 Products: goods offered for sale through the Platform.
2.13 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.14 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
Article 3: Acknowledgment
3.1 A Seller shall acknowledge each Order within twenty-four (24) hours of placement, and within twelve (12) hours during peak season periods the Company publishes in advance. Acknowledgment is the Seller's first act after the sale and starts the Buyer's visibility into the Order.
3.2 A Seller may acknowledge Orders individually or in bulk in Seller Center. A bulk acknowledgment applies only to the acknowledging Seller's own Orders.
3.3 The Seller shall review the unshipped and late Order views in Seller Center as a daily operating duty. An Order first discovered by the Seller in the late view is an Order the Seller has already failed to acknowledge or ship on time.
Article 4: Shipment Within the Handling Time
4.1 A Seller shall effect Carrier Handoff for each Order within the Handling Time published on the listing, and shall meet the Delivery Promise shown to the Buyer. The Seller shall maintain a Late Shipment Rate at or below four percent (4%) and an On-Time Delivery Rate at or above ninety-five percent (95%), measured as stated in the Service Level Requirements and the Performance and Account Health Policy.
4.2 Marking an Order as shipped is a statement of fact that the Carrier has the parcel. A Seller shall mark an Order shipped only after Carrier Handoff. Marking an Order shipped before Carrier Handoff is a false shipment record; a systematic practice of false shipment records is fraud and is governed by the Fraud and Abuse Zero Tolerance Policy (Fraud and Abuse — Zero Tolerance). Tracking duties are stated in the Tracking Policy.
4.3 A Seller shall set the Handling Time at the period the Seller's operation can meet on a normal adverse day, not on the best day. A Seller may lengthen the Handling Time prospectively at any time. A Seller shall not shorten the Handling Time to obtain a competitive placement and then fail to meet the shortened time; such a failure is a late-shipment violation and a listing accuracy violation.
4.4 A Seller shall not accept an Order the Seller cannot fulfill within the published Handling Time. A Product that is out of stock shall not be offered with a Handling Time that assumes a restock. Repeated cancellation for backorder is governed by the Order Cancellation Policy and the Inventory Accuracy Policy.
4.5 Where the Seller buys a shipping label through the Platform, the label and tracking services are provided as stated in the Shippo Terms, which are incorporated into this document by reference for that purchase.
Article 5: Contents of a Shipment; the Verified Address
5.1 A Seller shall ship exactly what was ordered: the correct Product, variant, quantity, and condition, as stated in the line items of the Order.
5.2 Substitutions are prohibited. A shipment of a different Product in place of the Product ordered is a not-as-described violation, whether or not the Seller considers the substituted Product equivalent.
5.3 A Seller shall not ship a Product that is expired, opened, resealed, damaged, or counterfeit. Food Products shall be shipped unexpired, sealed, and intact, with adequate remaining shelf life as stated in the applicable category policy. A Seller that discovers a damaged unit during picking shall cancel the affected line or Order under the Order Cancellation Policy and shall not ship the damaged unit.
5.4 A Seller shall ship only to the delivery address stated on the Order. An address change requested by a Buyer is effected only through the Platform's address-change procedure. A Seller shall disregard, and shall report to the Company, a redirection instruction received outside that procedure, including an instruction in a Buyer message or an Order comment from an unverified channel. Loss arising from a shipment redirected on an unverified instruction is borne by the Seller.
Article 6: Title and Risk of Loss in Transit
6.1 In a sale by a Seller, title to the Products passes to the Buyer on Delivery, and risk of loss passes to the Buyer on Delivery, as stated in the Shipping and Delivery Policy. Before Delivery, the Seller bears the risk of loss of, damage to, or non-delivery of the shipment, except loss caused by an incorrect delivery address supplied by the Buyer, as stated in that document.
6.2 Confirmation by the Carrier of delivery to the correct address stated in the Order is evidence of Delivery. Delivery to an address other than the address stated in the Order is not Delivery, and the Seller is not protected by a delivery record for a different address.
6.3 Theft of a parcel after confirmed Delivery to the correct address is not a fulfillment failure, and neither the Seller nor, in a sale by a Seller, the Company is liable for that theft, as stated in the Shipping and Delivery Policy. A goodwill remedy for a first reported incident, where offered, is discretionary and is stated by the Company in the individual case.
6.4 Where a parcel handed to the Carrier on time is lost by the Carrier, the late or failed delivery is not a Late Shipment Rate failure, because Carrier Handoff is the measurement point for that rate. The Buyer's remedy remains the Seller's duty: the Seller shall file the Carrier claim, shall keep the Buyer informed, and, where the parcel is confirmed lost, shall reship the Products or refund the Order at the Buyer's choice, as governed by the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers).
Article 7: Pauses, Partial Shipments, and Exceptions
7.1 A Seller that pauses operations, including by activating a vacation setting in Seller Center, shall also extend the Handling Time or deactivate affected listings for the period of the pause, because a pause setting alone does not stop Orders from being placed. An Order placed during a pause remains subject to the acknowledgment and Handling Time duties in this document. A planned pause longer than seven (7) days shall be stated in the Seller's storefront notice where that facility is available.
7.2 Where one line of a multi-line Order cannot be fulfilled and the remaining lines can, the Seller shall ship the available lines and shall cancel the unavailable line under the Order Cancellation Policy, with a refund for that line and notice to the Buyer. The Seller shall not hold the entire Order for the slowest line.
7.3 An Order flagged for fraud review does not authorize the Seller to cancel the Order unilaterally. The Seller shall follow the fraud-review procedure in the Payment Fraud Prevention Policy stated in the Selling Terms of Service. A cancellation directed by that procedure is recorded as a fraud-prevention cancellation and is excluded from the Seller's cancellation rate.
7.4 A Seller that discovers, after Carrier Handoff was due, that a shipment is late shall ship the Order immediately by the fastest reasonable service and shall not cancel the Order to avoid measurement of the late shipment. Cancellation for that purpose is metric manipulation and is governed by Article 11.
Article 8: Records
8.1 A Seller shall keep, for each Order, the acknowledgment time, the Carrier Handoff time, the Carrier and tracking number, and the shipment contents, and shall produce those records to the Company on request in connection with an investigation, a Buyer claim, or a performance review.
Article 9: Fees
9.1 A fee is payable under this document only if the fee is stated in the Seller Fee Schedule. Label charges for labels bought through the Platform are as stated in the Shippo Terms and the Seller Fee Schedule. No other charge of any kind is payable, and the Company shall not impose a fee that the schedule does not state.
Article 10: Liability
10.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
10.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Seller paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
10.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Seller owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law. This Article does not limit the Seller's risk of loss under Article 6.
10.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 11: Indemnification
11.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Seller's breach of this document; (b) the Seller's Products, Services, listings, or User Content; (c) the Seller's violation of any law or of the rights of any person; (d) product liability, intellectual property infringement, and product recall costs arising from the Seller's Products or fulfillment; and (e) taxes for which the Seller is responsible under this document.
11.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Seller shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Seller shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
11.3 Survival. This Article survives the termination of this document.
Article 12: Enforcement and Appeals
12.1 Investigation. The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
12.2 Notice. If the Company determines that the Seller has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
12.3 Opportunity to cure. Where a violation is capable of cure, the Seller has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
12.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law. Cancellation of an Order to avoid a performance measure, and a systematic practice of false shipment records, are severe violations for the purposes of this Article.
12.5 Disbursement hold. The Company may hold disbursements to the Seller while an investigation under this Article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
12.6 Appeal. The Seller may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
12.7 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 13: Term and Termination
13.1 Term. This document takes effect when the Seller is accepted to offer Products through the Platform and continues until terminated under this Article.
13.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
13.3 Termination by the Seller. The Seller may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Seller has no Order, booking, or investigation outstanding.
13.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations, and fulfillment of Orders accepted before termination: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
13.5 Survival. The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 14: Dispute Resolution
14.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 15: General Provisions
15.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Seller at the email address in the Account. An amendment that materially increases the Seller's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Seller does not accept an amendment, the Seller's remedy is to terminate under Article 13 before the amendment takes effect.
15.2 Notices. (a) Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. (b) Notices to the Seller are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Seller shall keep the email address in the Account current. (c) DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
15.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
15.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
15.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Seller for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
15.6 Assignment. The Seller shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Seller.
15.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
15.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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