TuBoleto Global Let’s talk

Fulfillment, Shipping & Returns Terms

Last updated: September 2026

These terms govern order preparation, pick and pack, dispatch, transportation, tracking, fulfillment incidents, returns and post-delivery processing services provided or coordinated by TuBoleto.

These terms supplement the International Vendor & Services Terms, Warehouse & Inventory Terms and any applicable service order, plan or quotation.

1. Scope of Service

Depending on the service purchased, TuBoleto may perform or coordinate:

2. Order Sources

TuBoleto may receive orders from approved sources including:

3. Accuracy of Order Information

Vendor is responsible for ensuring that information transmitted to TuBoleto is complete and accurate, including SKU, quantity, address, shipping method and special instructions.

TuBoleto will not be responsible for costs resulting from inaccurate, incomplete or improperly transmitted order information.

4. Cutoffs and Processing Times

Processing times and cutoffs depend on the service plan, operating capacity, volume, time of order receipt and any applicable SLA.

TuBoleto does not guarantee same-day processing unless that commitment is expressly included in the purchased service.

5. Inventory Availability

An order may be processed only where inventory is available and is not blocked, held or quarantined.

TuBoleto may stop an order where it identifies discrepancies, errors, fraud risk, regulatory restrictions or missing information.

6. Pick and Pack

TuBoleto will prepare orders according to the instructions and operating standards applicable to the purchased service.

Vendor must communicate special packing, insert, bundling, kitting, protective packaging or documentation requirements before processing begins.

7. Packing Materials

TuBoleto may use standard packing materials or specific materials supplied or approved by Vendor.

Special, customized or additional materials may result in separate charges.

8. Dimensions and Weight

Vendor is responsible for providing reasonably accurate dimensions and weights where these are required for quotations, integrations or carrier rules.

Carriers may apply later adjustments for dimensional weight, actual dimensions, address correction, zone, fuel or other charges.

9. Carrier Selection

Where TuBoleto selects a carrier, it may do so based on cost, service level, destination, availability, package characteristics or other reasonable operating criteria.

Vendor may request specific carrier rules where those rules are compatible with the purchased service.

10. Transportation Charges

Unless otherwise agreed, transportation charges are separate from fulfillment fees.

TuBoleto may pass through carrier charges, surcharges and post-shipment adjustments to Vendor.

11. Tracking

TuBoleto may provide or transmit tracking information where available.

Generation of a tracking number does not necessarily mean that the carrier has physically collected or scanned the parcel.

12. Delivery Times

Carrier transit times are estimates unless a specific carrier guarantee applies to the selected service.

TuBoleto does not guarantee delivery dates controlled by third parties.

13. Carrier Delays

TuBoleto will not be responsible for delays caused by carriers, weather, congestion, closures, strikes, force majeure, address errors, inspections or other circumstances outside TuBoleto’s reasonable control.

14. Lost or Damaged Parcels in Transit

Where a parcel is reported lost or damaged during transportation, TuBoleto may assist in initiating or coordinating a carrier claim where applicable.

Eligibility, evidence requirements, claim deadlines and compensation are subject to the applicable carrier rules and coverage.

15. Fulfillment Errors

TuBoleto will investigate claims relating to:

Vendor must provide information reasonably required to investigate the issue.

16. Evidence

TuBoleto may use WMS data, photographs, logs, orders, tracking, weights, scan records and other reasonable evidence when investigating incidents.

17. Claims

Vendor must notify TuBoleto of a warehouse or fulfillment claim within 30 days after Vendor discovers, or reasonably should have discovered, the issue.

Carrier claims remain subject to the applicable carrier’s own deadlines, documentation requirements and compensation rules, which may require earlier notice.

Claims submitted after the applicable period may be rejected where investigation, evidence preservation or recovery from a third party is no longer reasonably possible.

18. Returns

Where Vendor has purchased returns services, TuBoleto may receive returned products at an approved Canadian return address.

Receipt of a returned item does not automatically mean that the item is suitable to return to available inventory.

19. Return Inspection

TuBoleto may inspect the visible condition of a returned item and record reasonable information about its condition.

Inspection may include photographs, packaging review, accessories, signs of use, visible damage and other relevant evidence.

20. Condition Grading

Depending on Vendor instructions and the purchased service, returned items may be classified as:

21. Restocking

Returned items will be placed back into available inventory only where they meet the applicable criteria established by Vendor or TuBoleto for the purchased service.

TuBoleto may refuse restocking of products showing damage, contamination, signs of use, compromised packaging, missing components, regulatory concerns or another condition making resale unsafe or inappropriate.

22. Repacking and Relabelling

Where reasonably possible, TuBoleto may repack, relabel, apply stickers or perform corrective work on returned products.

Such work may result in additional labour and material charges.

23. Quarantine

TuBoleto may quarantine a return where there is a reasonable safety concern, material damage, recall, suspected counterfeit issue, contamination, discrepancy or uncertainty about the item’s condition.

Quarantined items will not be available for fulfillment until released.

24. Disposition

TuBoleto will dispose of, destroy, recycle or deliver returned products to another party only where valid Vendor authorization or applicable legal authority exists.

Disposition, destruction or special-handling costs may be charged to Vendor.

25. Return to Vendor

Vendor may request that returned inventory be shipped back to an authorized location.

Vendor is responsible for applicable preparation, handling and transportation charges.

26. Return Processing Charges

Returns processing may include charges for:

27. Customer Error

Where a return results from an incorrect address, refused parcel, failure to collect, incorrect customer information or another cause not attributable to TuBoleto, related costs may be charged to Vendor.

28. Vendor Error

Where an incident results from incorrect SKU information, instructions, packaging, dimensions, weights or other data supplied by Vendor, TuBoleto may charge applicable rework and related costs.

29. Error Attributable to TuBoleto

Where an investigation confirms that an operational error was directly attributable to TuBoleto, the applicable remedy will be determined under the relevant agreement, SLA, pricing schedule and liability limitations.

30. Marketplace Returns

Amazon, Walmart, eBay, Best Buy and other marketplaces may apply their own rules regarding returns, refunds, chargebacks, disputes and disposition.

TuBoleto may process physical operations associated with such returns but does not control decisions made by the marketplace.

31. Consumer Refunds

Physical receipt of a returned item by TuBoleto does not automatically require issuance of a refund to the consumer.

The refund decision is made by Vendor, the marketplace, payment system or other responsible party according to the applicable sales channel.

32. Chargebacks and Payment Disputes

TuBoleto may assist by providing available information relating to fulfillment, tracking, delivery, returns or other operational evidence.

TuBoleto does not guarantee the outcome of a chargeback or dispute administered by a bank, payment processor or marketplace.

33. Fraudulent or Suspicious Orders

TuBoleto may temporarily stop an order where there is a reasonable indicator of fraud, anomaly, security risk or inconsistent instruction.

A preventive hold does not constitute acceptance of responsibility for the transaction.

34. Incorrect Addresses

Vendor is responsible for transmitting complete and accurate delivery addresses.

Address-correction, return, redirection or reshipment costs caused by incorrect information may be passed through to Vendor.

35. International Orders

Where TuBoleto ships orders outside Canada, additional customs, tax, documentation, restriction and carrier requirements may apply.

Charges and responsibilities will depend on the destination and applicable service structure.

36. Dangerous or Restricted Goods

Vendor must not request fulfillment of dangerous, restricted or specially handled goods without TuBoleto’s prior approval.

37. Peak Season and Extraordinary Volumes

During periods of high demand or extraordinary volume increases, operating times may vary.

TuBoleto may require advance planning, reserved capacity or additional arrangements for campaigns, promotions or significant volume spikes.

38. SLA and Service Levels

Unless a different service level is stated in Vendor’s applicable service order or SLA, the standard order cutoff is 1:00 p.m. Eastern Time on TuBoleto business days.

Eligible orders received in complete and processable form before the applicable cutoff are targeted for fulfillment on the same business day. Eligible orders received after the cutoff are targeted for fulfillment on the next business day.

These targets apply only where inventory is available and released, order information is complete, no compliance or fraud hold applies, and no extraordinary volume or force-majeure condition materially affects operations.

Carrier pickup and final delivery times are controlled by third parties and are not included in TuBoleto’s warehouse-processing target.

39. Fulfillment Suspension

TuBoleto may suspend fulfillment where there is insufficient inventory, non-payment, recalled product, safety risk, government order, fraud, restricted goods, incomplete documentation or material breach.

40. Relationship with Other Terms

These terms must be read together with the International Vendor & Services Terms, Warehouse & Inventory Terms, Import & Product Compliance Responsibilities, applicable service order and any applicable SLA.

Where there is a conflict, a specifically negotiated written agreement may prevail with respect to the matter it addresses.

Important: TuBoleto provides fulfillment services and coordinates transportation services, but does not completely control carriers, marketplaces, payment processors or other third parties.