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 in respect of shipping an Order the Seller fulfills itself: the binding effect of the shipping promise, Carrier and service selection, shipping labels, the accuracy of shipping charges, and the handling of shipping exceptions. It binds every Seller that fulfills its own Orders and supplements the Fulfillment Policy.
1.2 Shipment and delivery at the platform level are governed by the Shipping and Delivery Policy. Where a label is bought through the Platform, the Shippo Terms govern the label and tracking services for that purchase and are incorporated into this document by reference for that purchase.
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 Buyer: a person who purchases Products or Services through the Platform.
2.3 Carrier: the carrier to which a shipment is handed for delivery to the Buyer.
2.4 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.5 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.
2.6 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.7 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.8 Products: goods offered for sale through the Platform.
2.9 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.10 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
2.11 Shipping Exception: a recorded event in which a shipment in transit is delayed, lost, damaged, or subject to an address or delivery exception.
Article 3: The Shipping Promise
3.1 The shipping speed and the shipping cost shown to the Buyer at checkout are binding on the Seller. The Seller shall ship by the promised method and shall not increase the amount charged to the Buyer after checkout. Where the Seller's cost estimate was wrong: including by reason of weight, zone, or dimensional weight: the Seller bears the difference.
3.2 A free-shipping promise shall be honored on every qualifying Order, including Seller-funded free shipping offered under a promotion. Charging shipping on an Order that qualified for a stated free-shipping promotion is a pricing violation.
3.3 A Seller shall set the Delivery Promise per listing and, where transit times differ materially by destination, per region, in Seller Center. The promise shown to the Buyer is the promise measured. The Seller shall maintain an On-Time Delivery Rate at or above ninety-five percent (95%) against the stated promises, as measured under the Service Level Requirements.
Article 4: Carrier and Service Duties
4.1 A Seller shall use a Carrier and a service capable of meeting the Delivery Promise and that produces Carrier scans for tracking, as required by the Tracking Policy. A shipment method that produces no tracking is prohibited for every Order, without exception for low-value Orders, and a Buyer cannot waive the tracking requirement.
4.2 A Seller shall connect each Carrier account the Seller uses in Seller Center, recording the Carrier, the account reference, and whether the account is active. The Seller's negotiated rates, the standing of the Seller's Carrier account, and the Seller's service selections are the Seller's responsibility. Orders left unshipped because a Carrier account is suspended are late shipments of the Seller and are not excused as an external event.
4.3 Dangerous goods shall be shipped only by a Carrier and service authorized for the classification of the goods, as governed by the Dangerous Goods Policy stated in the Selling Terms of Service. Tender of a dangerous-goods parcel to a Carrier that does not accept the classification is a compliance violation and a shipping violation.
Article 5: Labels
5.1 Where a label is bought through the Platform, the label purchase, the tracking number, the cost, the Carrier, and the provider are recorded against the Order, and the tracking number is applied to the Order without further entry by the Seller. The label record is the Seller's proof of shipment cost and the Platform's source for the tracking number.
5.2 Where a label is bought outside the Platform, the Seller shall enter the tracking number against the Order manually, as required by the Tracking Policy. A tracking number known to the Seller but not entered against the Order does not satisfy that policy.
5.3 The ship-from address on a label shall match the Seller's registered ship-from address recorded in Seller Center. A label showing a different origin is subject to Carrier rejection and to inquiry by the Company.
5.4 Label services bought through the Platform are provided as stated in the Shippo Terms. The Seller shall comply with those terms in respect of each such purchase, including the accuracy of weight, dimensions, and address data submitted for the label.
Article 6: Accuracy of Shipping Charges
6.1 Where the Seller sets a shipping charge, the charge shall reflect actual shipping cost plus reasonable handling. Systematic overcharging of shipping: profit presented as postage: is a pricing violation under the Seller Pricing Policy stated in the Selling Terms of Service. The Company may compare a charged amount against label cost data where that data is available.
6.2 Dimensional-weight and zone pricing shall be configured correctly in the Seller's shipping templates in Seller Center. The cost of a misconfiguration on a placed Order is borne by the Seller. The Seller shall correct the template for future Orders and shall honor placed Orders on their stated terms.
6.3 A handling fee shall be disclosed as handling and shall not be included in an amount presented to the Buyer as shipping cost alone.
Article 7: Shipping Exceptions and Special Shipments
7.1 A Seller shall record each Shipping Exception in Seller Center, stating the type of exception, its status, and the relevant facts, and shall work the exception to resolution. A Shipping Exception is the record the Seller relies on in disputing a performance measure or in responding to a Buyer claim; an unrecorded exception does not excuse a late delivery by itself.
7.2 On a Shipping Exception, the Seller shall notify the Buyer, shall file the Carrier claim, and, where the parcel is lost, shall reship or refund under the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers). The Seller shall not remain silent during a transit exception.
7.3 Where an Order ships in multiple parcels, each parcel shall carry its own valid tracking number under the Tracking Policy. An Order is not shipped until every parcel has been tendered to the Carrier.
7.4 Where a Product requires freight or oversized handling, the listing shall state that requirement before checkout, together with the service type, the estimated transit time, and any liftgate or appointment requirement.
7.5 Where the Seller's Carriers cannot deliver to a post office box or a military address, the Seller's shipping configuration shall exclude that destination before checkout and shall not accept an Order for that destination and decline it afterward.
7.6 A regional Carrier disruption or severe weather event does not automatically excuse a late shipment. The Seller may request an exemption from the affected performance measure under the Service Level Requirements, supported by evidence of the disruption. The Seller shall not treat the disruption as a self-executing excuse.
Article 8: Records
8.1 A Seller shall keep the label record, the Carrier account record, the Delivery Promise configuration, and each Shipping Exception record for each Order, and shall produce those records to the Company on request in connection with an investigation, a Buyer claim, or a performance review. The Seller shall monitor the shipping performance information in Seller Center and shall correct a Carrier or service that produces a disproportionate rate of exceptions.
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.
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, including a Carrier's dangerous-goods rules; (d) product liability, intellectual property infringement, and product recall costs arising from the Seller's Products or shipments; 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.
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: 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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