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Shipping Policy

1. Introduction

1.1 Purpose of the Policy

This Shipping Policy is designed to establish clear guidelines and expectations for all shipping activities on the Cranxs platform. The purpose of this policy is to:

  • Ensure a consistent and reliable shipping experience for buyers.
  • Clarify the responsibilities of sellers in the shipping process.
  • Promote transparency in shipping practices and costs.
  • Enhance customer satisfaction by setting clear expectations for delivery timeframes and processes.
  • Minimise disputes related to shipping and delivery.
  • Maintain the integrity and reputation of the Cranxs marketplace.

1.2 Scope of Application

  • All sellers listing items for sale on the Cranxs platform, regardless of their status (private individuals, sole traders, businesses, or charities).
  • All items sold and shipped through the Cranxs marketplace.
  • Both domestic (within the UK) and international shipments originating from sellers on the Cranxs platform.
  • All stages of the shipping process, from packaging and dispatch to delivery and potential returns.
  • Any third-party shipping providers or services used by sellers to fulfill orders from the Cranxs platform.

This policy should be read and understood in conjunction with other relevant Cranxs policies, including but not limited to the Seller Agreement, Buyer Agreement, and Returns Policy. In the event of any conflict between this Shipping Policy and other Cranxs policies, the terms of this Shipping Policy shall prevail in matters related to shipping and delivery.

2. Seller Responsibilities

2.1 Obligation to ship items

  • Sellers are obligated to ship all sold items in accordance with the specifications listed in their product listing and as agreed upon with the buyer.
  • Sellers must ensure that the item is in stock and available for shipping before accepting an order.
  • Cancellations due to stock issues or inability to ship are discouraged and may result in penalties if occurring frequently.

2.2 Packaging requirements

  • Sellers must package items securely to prevent damage during transit.
  • Packaging should be appropriate for the item's size, weight, and fragility.
  • For cycling gear, special attention should be given to protecting sensitive components such as electronic devices, carbon fiber parts, or precision instruments.
  • Sellers are encouraged to use eco-friendly packaging materials when possible.
  • All packages must be clearly labeled with the correct shipping address and return address.

2.3 Shipping timeframes

  • Sellers must clearly communicate their processing and handling times in their listings.
  • Items should be shipped within the timeframe specified in the listing, not exceeding 3 business days unless otherwise stated and agreed upon by the buyer.
  • If delays occur, sellers must promptly communicate with the buyer and update the estimated shipping date on the Cranxs platform.

2.4 Provision of tracking information

  • Sellers are required to provide valid tracking information for all shipments, where available.
  • Tracking numbers must be entered into the Cranxs system within 24 hours of shipment.
  • For methods where tracking is not available (e.g., standard post for low-value items), sellers must clearly communicate this to the buyer before purchase.

2.5 Insurance and liability during transit

  • Sellers are responsible for the item until it is delivered to the buyer.
  • For items valued at £50 or more, sellers must use a shipping method that includes insurance or purchase separate shipping insurance.
  • In case of loss or damage during transit, the seller is responsible for filing claims with the shipping carrier.
  • Sellers are advised to retain all shipping receipts and documentation until the buyer confirms receipt of the item in good condition.
  • For international shipments, sellers should be aware of and comply with relevant customs regulations and are responsible for accurate customs declarations.

Failure to comply with these responsibilities may result in negative feedback, account restrictions, or other penalties as determined by Cranxs. Sellers are encouraged to maintain high standards of shipping practices to ensure positive buying experiences and maintain the integrity of the Cranxs marketplace.

3. Shipping Methods and Carriers

3.1 Approved shipping carriers

  • Sellers on Cranxs are encouraged to use reputable, trackable shipping services.
  • Recommended carriers in the UK include:
    • Royal Mail
    • Evri
    • DPD
    • Yodel
    • FedEx
    • UPS
    • Parcelforce
  • Sellers may use other carriers, provided they offer reliable service and tracking capabilities.
  • Cranxs reserves the right to restrict the use of certain carriers if consistent issues arise.

3.2 Domestic shipping options

  • For shipments within the UK, sellers must offer at least one of the following options:
    • Standard delivery (3-5 business days)
    • Express delivery (1-2 business days)
  • Sellers are encouraged to offer free shipping on items above a certain value threshold.
  • For large or heavy items (e.g., bicycles, bike racks), sellers must clearly state any special shipping requirements or additional costs.

3.3 International shipping options

  • Sellers who offer international shipping must provide at least one of the following options:
    • Standard international delivery (varies by destination, typically 5-14 business days)
    • Express international delivery (varies by destination, typically 3-5 business days)
  • Sellers must clearly state which countries they ship to in their listings.
  • International shipping costs and estimated delivery times should be clearly communicated to buyers before purchase.
  • Sellers are responsible for ensuring compliance with international shipping regulations and customs requirements.

3.4 Restrictions on shipping to certain locations

  • Sellers may choose to limit their shipping to specific countries or regions.
  • Any shipping restrictions must be clearly stated in the product listing.
  • Sellers must be aware of and comply with any export restrictions or embargoes imposed by the UK government.
  • Certain items may have additional restrictions for international shipping due to their nature (e.g., batteries, liquids). Sellers must be aware of and comply with these restrictions.
  • Cranxs reserves the right to prohibit shipping to certain locations if required by law or due to high rates of fraud or delivery issues.
  • For shipments to Northern Ireland, sellers must be aware of and comply with any special requirements resulting from Brexit arrangements.

Sellers are responsible for staying informed about any changes in shipping regulations or carrier policies that may affect their ability to fulfill orders. Cranxs will make reasonable efforts to keep sellers informed of major changes but cannot be held responsible for any shipping issues arising from changes in carrier policies or international regulations.

4. Shipping Costs

4.1 Determination of shipping costs

  • Sellers are responsible for accurately calculating and setting shipping costs for their items.
  • Shipping costs should be based on:
    • Item weight and dimensions
    • Shipping distance
    • Chosen shipping method (standard, express, etc.)
    • Any special handling requirements
  • Sellers must use consistent and fair pricing for shipping across their listings.
  • Cranxs encourages sellers to offer free shipping where possible, especially for higher-value items.
  • If using calculated shipping, sellers must ensure that the item's weight and dimensions are accurately entered into the system.

4.2 Responsibility for shipping fees

  • The party responsible for paying shipping fees (buyer or seller) must be clearly indicated in each listing.
  • If the buyer is responsible for shipping costs, these must be clearly displayed before the purchase is completed.
  • Sellers are prohibited from significantly inflating shipping costs to offset lower item prices.
  • For items marked as “free shipping,” the seller absorbs the cost of shipping and may not add this cost to the item price after purchase.
  • In case of returns due to seller error (e.g., wrong item sent, item not as described), the seller is responsible for return shipping costs.

4.3 Handling of customs fees and import taxes

  • For international sales, sellers must clearly state in their listings that buyers may be subject to import duties, taxes, and customs clearance fees.
  • These additional fees are the responsibility of the buyer and are not included in the item price or shipping cost.
  • Sellers must accurately declare the value of items on customs forms and not engage in practices to avoid customs fees (e.g., marking items as gifts or undervaluing them).
  • For high-value items or commercial quantities, sellers should advise buyers to check their local import regulations and potential fees before purchasing.
  • In cases where items are returned due to unpaid customs fees, the buyer is responsible for both the original and return shipping costs, unless otherwise agreed with the seller.
  • Sellers shipping from the UK to the EU must be aware of and comply with new VAT regulations post-Brexit, including the potential need for registration in the EU VAT system for direct sales to EU consumers.

Cranxs reserves the right to investigate and take action against any sellers found to be manipulating shipping costs or engaging in practices that violate customs regulations. Sellers are encouraged to be transparent about all potential costs to ensure a positive buying experience and to maintain the trust of the Cranxs community.

5. Tracking and Updates

5.1 Requirements for providing tracking numbers

  • Sellers are required to provide valid tracking numbers for all shipments where tracking is available.
  • Tracking numbers must be entered into the Cranxs system within 24 hours of shipment or before the end of the next business day, whichever is later.
  • For shipping methods that do not provide tracking (e.g., standard post for low-value items), sellers must clearly communicate this to the buyer before purchase and in the order details.
  • Sellers must ensure that the tracking number provided is accurate and corresponds to the correct shipment.
  • If a tracking number becomes invalid or changes, sellers must update it in the system as soon as possible.

5.2 Communication with buyers regarding shipments

  • Sellers are encouraged to maintain clear and proactive communication with buyers throughout the shipping process.
  • Automatic notifications will be sent to buyers when the order status is updated or a tracking number is provided.
  • Sellers should promptly respond to any buyer enquiries about shipping or delivery, ideally within one business day.
  • In case of significant delays, customs issues, or other problems affecting delivery, sellers must:
    • Inform the buyer as soon as they become aware of the issue
    • Provide an explanation of the problem
    • Give an estimated resolution time, if possible
    • Offer options to the buyer (e.g., continue to wait, cancel for refund) if appropriate
  • For international shipments, sellers should be prepared to assist buyers with any customs-related queries.
  • After the item is marked as delivered, sellers should follow up with the buyer to ensure satisfaction and address any issues promptly.

Cranxs views effective communication and accurate tracking as crucial elements of a positive buying experience. Sellers who consistently fail to provide tracking information or communicate effectively about shipments may face account restrictions or other penalties. Cranxs encourages sellers to use the platform's messaging system for all communication to maintain a record of interactions and ensure prompt assistance if issues arise.

6. Delivery Timeframes

6.1 Estimated delivery times for different shipping methods

  • Domestic Shipping (within UK):
    • Standard delivery: 2-5 business days
    • Express delivery: 1-2 business days
    • Next-day delivery: Next business day (where available)
    • Economy delivery: 3-7 business days
  • International Shipping:
    • Standard international: 5-14 business days
    • Express international: 3-5 business days
    • Economy international: 10-21 business days
  • Sellers must clearly communicate these estimated timeframes in their listings and include any potential variations based on the buyer's location.
  • These timeframes are estimates and may vary due to factors such as customs processing, remote locations, or carrier delays.

6.2 Handling of delays

  • Sellers must promptly notify buyers of any known delays in processing or shipping.
  • If a delay occurs after the item has been shipped:
    • The seller should monitor the tracking information and notify the buyer of any unusual delays.
    • For delays exceeding 5 business days beyond the estimated delivery date, sellers must contact the shipping carrier for an update.
  • In case of significant delays (exceeding 10 business days beyond the estimated delivery date):
    • Sellers must offer the buyer options such as continuing to wait, rerouting the package, or cancelling for a full refund.
    • If the item is lost in transit, the seller is responsible for filing a claim with the shipping carrier and resolving the issue with the buyer.
  • For delays due to customs hold or other international shipping issues, sellers should assist buyers in providing any necessary information to facilitate the release of the package.

6.3 Cut-off times for same-day shipping

  • Sellers offering same-day shipping must clearly state their cut-off times for orders to be processed and shipped on the same day.
  • Standard cut-off times are as follows:
    • Monday to Friday: 2:00 PM local time
    • Saturday: 11:00 AM local time
    • Sunday and public holidays: No same-day shipping unless specifically offered by the seller
  • Orders received after the cut-off time will be processed on the next business day.
  • Sellers may set their own cut-off times but must clearly communicate these in their listings and shop policies.
  • During peak seasons (e.g., holidays), sellers may adjust their cut-off times but must update this information in their listings and notify affected buyers.
  • Sellers are responsible for ensuring they can meet their stated same-day shipping commitments. Consistent failure to meet these commitments may result in the removal of the same-day shipping option for the seller.

Cranxs expects sellers to make every effort to meet the stated delivery timeframes. Consistent delays or failure to communicate about shipping issues may result in negative feedback, account restrictions, or other actions to maintain the quality of service on the platform. Sellers are encouraged to be conservative in their shipping estimates to ensure customer satisfaction.

7. International Shipping

7.1 Customs documentation requirements

  • Sellers are responsible for accurately completing all required customs documentation for international shipments.
  • For each international shipment, sellers must provide:
    • A completed customs declaration form (e.g., CN22 or CN23)
    • A detailed and accurate description of the item(s)
    • The correct Harmonized System (HS) code for the item(s)
    • An accurate declaration of the item's value in the appropriate currency
  • For shipments valued over £270 (or equivalent), sellers must also include:
    • A commercial invoice (3 copies)
    • Any other documents required for specific items (e.g., certificates of origin)
  • Sellers must not undervalue items or mark them as gifts to avoid customs duties.
  • For shipments to the EU, sellers must be aware of and comply with new VAT regulations post-Brexit, including the potential need for an EORI number and EU VAT registration.

7.2 Prohibited items for international shipping

  • Sellers are responsible for ensuring that their items are legal to ship internationally and to the specific destination country.
  • Common prohibited items include, but are not limited to:
    • Firearms and weapons
    • Illegal drugs and narcotics
    • Hazardous materials
    • Counterfeit goods
    • Currency and precious metals
    • Perishable items
  • Certain cycling-related items may have specific restrictions, such as:
    • Lithium batteries (e.g., for electric bikes)
    • Pressurised containers (e.g., CO2 cartridges)
    • Certain bicycle parts that may be considered “dual-use” items
  • Sellers must check the specific import regulations of the destination country before shipping.
  • Cranxs reserves the right to cancel any order that violates international shipping regulations or destination country laws.

7.3 Handling of customs delays or issues

  • Sellers must inform buyers that international shipments may be subject to customs inspection and potential delays.
  • If a package is held by customs:
    • The seller should assist the buyer in providing any additional information required by customs authorities.
    • The seller must promptly respond to any customs-related queries from the shipping carrier or the buyer.
  • In case of extended customs delays (exceeding 10 business days):
    • The seller must communicate with the buyer about the status and options available.
    • If the item is refused entry by customs, the seller is responsible for either refunding the buyer or re-shipping the item once it's returned, as agreed with the buyer.
  • Buyers are responsible for paying any import duties, taxes, or customs fees levied by their country. Sellers should clearly communicate this in their listings.
  • If an item is seized or destroyed by customs due to the seller's failure to comply with regulations:
    • The seller must refund the buyer in full, including any shipping costs.
    • The seller may face additional penalties from Cranxs, including possible account restrictions.
  • Sellers are encouraged to offer insurance on high-value international shipments to protect against loss or damage during the customs process.

Cranxs expects sellers engaged in international shipping to be knowledgeable about the process and to stay informed about changes in international shipping regulations. Sellers who repeatedly encounter issues with international shipments may be required to undergo additional training or may have their ability to ship internationally restricted.

8. Address Verification and Changes

8.1 Seller's responsibility to verify shipping addresses

  • Sellers are responsible for ensuring that the shipping address provided by the buyer is complete and formatted correctly.
  • Before shipping, sellers should verify that the address includes:
    • Recipient's full name
    • Street address (including house/flat number)
    • City/Town
    • County/State/Province (if applicable)
    • Postcode/ZIP code
    • Country
  • If any part of the address appears to be missing or incorrect, the seller must contact the buyer for clarification before shipping.
  • For international addresses, sellers should be aware of country-specific address formats and ensure compliance.
  • Sellers are encouraged to use address verification tools provided by shipping carriers or third-party services to validate addresses, especially for international shipments.
  • If a package is returned due to an incorrect address provided by the buyer, the buyer is responsible for additional shipping costs for re-delivery.

8.2 Process for address changes after order placement

  • Buyers may request address changes within 4 hours of placing an order, provided the order has not yet been processed or shipped.
  • To request an address change, buyers must:
    • Contact the seller directly through the Cranxs messaging system
    • Provide the order number and the correct shipping address
  • Upon receiving an address change request, sellers must:
    • Verify that the order has not been processed or shipped
    • Confirm the new address with the buyer
    • Update the shipping address in their order management system
    • Acknowledge the address change to the buyer through the Cranxs messaging system
  • If the order has already been processed or shipped when the address change request is received:
    • The seller must inform the buyer that the change cannot be made
    • The seller should provide the buyer with options, such as attempting to recall the package (if possible) or shipping to the new address after the item is returned, with the buyer covering any additional costs
  • For security reasons, sellers should not accept address changes via email or other off-platform communications. All changes must be requested and confirmed through the Cranxs messaging system.
  • In cases where an address change is suspected to be fraudulent, sellers should contact Cranxs support for guidance before proceeding.
  • Sellers are not obligated to accept address change requests and may cancel the order if they are uncomfortable with the requested change, especially if fraud is suspected.
  • If a package is lost or misdelivered due to an address change, the party who made the error (buyer providing incorrect new address or seller making a mistake in updating) will be responsible for the loss.

Cranxs encourages both buyers and sellers to double-check addresses at the time of purchase to minimise the need for changes. Address accuracy is crucial for ensuring timely delivery and preventing loss or fraud. Sellers who consistently ship to unverified or changed addresses may face increased scrutiny or restrictions on their accounts.

9. Lost or Damaged Shipments

9.1 Procedure for reporting lost or damaged items

  • Buyers must report lost or damaged items within the following timeframes:
    • Domestic shipments: Within 7 days of the expected delivery date
    • International shipments: Within 14 days of the expected delivery date
  • To report a lost or damaged item, buyers should:
    • Contact the seller through the Cranxs messaging system
    • Provide the order number and a detailed description of the issue
    • For damaged items, include clear photos of the damage to both the item and packaging
  • Sellers must respond to lost or damaged item reports within 2 business days.
  • For items marked as delivered but not received by the buyer:
    • The buyer should check with neighbors and local post office
    • The seller should contact the shipping carrier for additional delivery information
  • Cranxs may intervene if the buyer and seller cannot reach a resolution within 7 days of the initial report.

9.2 Responsibility for filing claims with carriers

  • Sellers are responsible for filing claims with shipping carriers for lost or damaged items.
  • Sellers must initiate the claim process within 3 business days of being notified of a lost or damaged item.
  • For filing a claim, sellers typically need to provide:
    • Proof of value (e.g., invoice, listing)
    • Proof of insurance (if applicable)
    • Tracking information
    • Photos of damage (for damaged item claims)
  • Sellers must keep buyers informed about the progress of any claims filed.
  • If a shipping carrier denies a claim, the seller must provide this information to the buyer and work towards an alternative resolution.

9.3 Refunds or replacements for lost/damaged items

  • For items lost in transit:
    • If the item is not located within 14 days (domestic) or 30 days (international) of the expected delivery date, the seller must offer the buyer a full refund or a replacement item.
    • Refunds should be processed within 3 business days of the decision to refund.
  • For items damaged in transit:
    • If the damage is minor, sellers may offer partial refunds or discounts.
    • For significantly damaged items, sellers must offer a full refund upon return of the item or send a replacement.
    • Sellers are responsible for return shipping costs for damaged items.
  • If the seller has shipping insurance:
    • They should resolve the issue with the buyer first, then claim reimbursement from the insurance provider.
    • The claim process should not delay the refund or replacement for the buyer.
  • For high-value items (over £500):
    • Sellers may require the buyer to sign an affidavit confirming non-receipt before processing a refund for lost items.
    • For damaged items, sellers may request an inspection by the shipping carrier before processing a refund.
  • In cases where neither the buyer nor the seller is at fault (e.g., carrier error, theft), Cranxs may, at its discretion, assist in resolving the situation to ensure customer satisfaction.
  • Repeated instances of lost or damaged shipments may result in a review of the seller's packaging and shipping practices by Cranxs.

Cranxs expects all parties to act in good faith when dealing with lost or damaged shipments. Abuse of the claims process by either buyers or sellers may result in account restrictions or termination. Sellers are encouraged to maintain clear communication and to prioritise customer satisfaction when resolving shipping issues.

10. Returns and Exchanges

10.1 Return shipping responsibility

  • For returns due to buyer's change of mind:
    • The buyer is typically responsible for return shipping costs, unless the seller offers free returns.
    • Sellers must clearly state their return policy in their listings, including who bears the cost of return shipping.
  • For returns due to item not as described, damaged, or defective:
    • The seller is responsible for return shipping costs.
    • Sellers must provide a prepaid return label or reimburse the buyer for return shipping.
  • For international returns:
    • The party responsible for the return (as per points a and b) is also responsible for any customs fees or taxes incurred during the return process.

10.2 Process for handling returned items

  • Buyers must request a return within the timeframe specified by the seller's return policy, typically 14-30 days from receipt of the item.
  • To initiate a return, buyers should:
    • Request a return through the order detail page in your dashboard
    • Provide a reason for the return
    • Include photos if the return is due to damage or defect
  • Once a return is approved:
    • Sellers must provide return instructions and, if applicable, a prepaid return label.
    • Buyers should ship the item back in its original packaging, if possible, with all included accessories.
    • Buyers must provide tracking information for the return shipment.
  • Upon receiving the returned item, sellers have 3 business days to inspect it and process the refund or exchange.
  • If a returned item is not in its original condition, sellers may deduct a restocking fee, provided this was clearly stated in their return policy.

10.3 Exchanges and re-shipping of items

  • For size or colour exchanges:
    • Buyers should clearly communicate the desired replacement.
    • Sellers should confirm the availability of the requested item before proceeding.
  • Process for exchanges:
    • The original item should be returned following the process in 10.2.
    • Once the original item is received and inspected, the seller ships the exchange item.
    • If the exchange item is of higher value, the buyer pays the difference.
    • If it's of lower value, the seller refunds the difference.
  • Re-shipping of returned items:
    • For items returned due to delivery issues (wrong address, unclaimed package), the buyer is typically responsible for re-shipping costs.
    • For items returned due to seller error, the seller covers re-shipping costs.
  • Timeframes for exchanges and re-shipping:
    • Sellers should ship exchange or re-shipped items within 3 business days of receiving and processing the return.
    • Sellers must provide new tracking information for the exchanged or re-shipped item.
  • If the requested exchange is unavailable:
    • Sellers should offer a refund or suggest alternative items.
    • Any price differences should be clearly communicated and agreed upon before proceeding.

Cranxs encourages sellers to have clear, fair return and exchange policies. These policies must be easily accessible in the seller's shop and individual listings. Sellers who consistently fail to honour their stated return and exchange policies may face account restrictions.

Buyers are advised to carefully read return policies before making a purchase. Any disputes regarding returns or exchanges that cannot be resolved between the buyer and seller may be escalated to Cranxs for mediation.

11. Special Handling Requirements

11.1 Oversized or heavy items

  • Sellers must clearly indicate in their listings if an item is oversized or heavy (typically over 30kg or with any dimension exceeding 1.5m).
  • For oversized or heavy items:
    • Sellers must use appropriate carriers capable of handling such items (e.g., couriers).
    • Additional shipping costs must be clearly communicated to the buyer before purchase.
    • Estimated delivery times may be longer and should be accurately stated.
  • Sellers should provide guidance to buyers on:
    • Any special requirements for delivery (e.g., lift access, multiple persons needed for handling).
    • Any assembly required upon delivery.
  • For items like bicycles or large bike racks:
    • Sellers must use reinforced packaging suitable for the item's size and weight.
    • Clear assembly instructions should be included with the shipment.

11.2 Fragile items

  • Sellers are responsible for ensuring that fragile items are packaged securely to prevent damage during transit.
  • For fragile items:
    • Use appropriate protective materials (e.g., bubble wrap, foam inserts, double-boxing).
    • Clearly mark the package as “FRAGILE” on all sides.
    • Consider using “fragile” or “handle with care” shipping options when available from carriers.
  • Sellers should provide clear handling instructions to buyers for unpacking fragile items.
  • For highly delicate items (e.g., carbon fiber components, precision instruments):
    • Sellers may require signature on delivery.
    • Consider offering insurance and declaring the full value of the item.
  • In listings for fragile items, sellers should include a note about the delicate nature of the item and any special unpacking instructions.

11.3 Temperature-sensitive items

  • Sellers must clearly indicate if an item is temperature-sensitive (e.g., certain lubricants, energy gels, electronic components).
  • For temperature-sensitive items:
    • Use insulated packaging appropriate for the item's specific temperature requirements.
    • Include temperature indicators in the package when necessary.
    • Choose expedited shipping methods to minimise exposure to temperature fluctuations.
  • Sellers should avoid shipping temperature-sensitive items during extreme weather conditions and communicate any shipping delays to buyers.
  • For items requiring refrigeration or freezing:
    • Use appropriate cold packs or dry ice as needed.
    • Clearly label packages containing dry ice according to shipping regulations.
    • Inform the buyer about the expected delivery window to ensure they are available to receive and properly store the item.
  • Sellers must comply with all relevant regulations for shipping temperature-sensitive items, particularly for international shipments.
  • In the event of damage due to temperature exposure:
    • Sellers should advise buyers to document the condition upon receipt (e.g., photos, temperature indicator readings).
    • Follow the standard procedure for damaged items as outlined in Section 9.

Cranxs expects sellers to take all necessary precautions when shipping items with special handling requirements. Failure to properly package or declare such items may result in the seller being held fully responsible for any damage or loss. Repeated incidents involving improperly handled special items may lead to restrictions on the seller's account.

Buyers are encouraged to carefully read item descriptions and shipping information for any special handling requirements before making a purchase. Any concerns should be addressed with the seller prior to completing the transaction.

12. Eco-friendly Shipping Practices

12.1 Encouragement of sustainable packaging

  • Cranxs strongly encourages sellers to adopt environmentally friendly packaging practices. Recommended strategies include:
    • Using recycled or recyclable packaging materials
    • Opting for appropriately sized packages to minimise waste
    • Avoiding single-use plastics where possible
    • Utilising biodegradable packing materials (e.g., corn starch peanuts, mushroom packaging)
    • Reusing packaging materials when in good condition
  • Sellers are encouraged to clearly communicate their use of eco-friendly packaging in their listings and shop profiles.
  • When using sustainable packaging, sellers should ensure that it still provides adequate protection for the item during transit.
  • Cranxs may highlight sellers who consistently use sustainable packaging practices through special badges or featured listings.
  • Buyers are encouraged to properly recycle or reuse packaging materials when possible.
  • Sellers should provide instructions to buyers on how to recycle or dispose of packaging materials responsibly, especially for less common materials.

12.2 Carbon offset options

  • Cranxs is committed to reducing the environmental impact of shipping. To support this, we offer carbon offset options for shipments.
  • Sellers can opt to participate in the carbon offset program by:
    • Calculating the carbon footprint of their shipments using Cranxs' integrated tools
    • Adding a small fee to their shipping costs to cover carbon offsetting
    • Clearly communicating this option to buyers in their listings
  • Buyers can choose to pay for carbon offsetting at checkout for shipments from participating sellers.
  • The carbon offset fees collected will be used to fund verified environmental projects, such as:
    • Reforestation initiatives
    • Renewable energy development
    • Methane capture projects
  • Cranxs will provide regular updates on the environmental projects supported through the carbon offset program.
  • Sellers who consistently offer and use carbon offset options may receive recognition on the platform, such as an “Eco-friendly Seller” badge.
  • For bulk or large item shipping, Cranxs encourages sellers to consider consolidating shipments where possible to reduce overall carbon emissions.
  • Cranxs will provide educational resources to both sellers and buyers about the importance of carbon offsetting and its impact on reducing the environmental footprint of e-commerce.
  • Participation in carbon offset programs is voluntary but highly encouraged as part of Cranxs' commitment to environmental sustainability.

Cranxs believes that small actions can lead to significant positive environmental impacts. We encourage all users of our platform to consider how they can contribute to more sustainable shipping practices. Sellers who demonstrate exceptional commitment to eco-friendly practices may be featured in Cranxs' promotional materials and sustainability reports.

13. Communication and Customer Service

13.1 Responding to shipping-related enquiries

  • Sellers are expected to respond to all shipping-related enquiries from buyers within 24 hours, or one business day at the latest.
  • All communication regarding shipping should be conducted through the Cranxs messaging system to maintain a record of the conversation.
  • Sellers should provide clear, concise, and accurate information when responding to enquiries about:
    • Estimated shipping times
    • Tracking information
    • Customs or international shipping procedures
    • Delivery options
  • If a seller is unable to immediately answer a buyer's query, they should acknowledge receipt of the message and provide an estimated timeframe for a full response.
  • For complex enquiries or disputes, sellers should escalate the issue to Cranxs customer support if they are unable to resolve it directly with the buyer.
  • Sellers should maintain a professional and courteous tone in all communications, even in challenging situations.

13.2 Notification of shipping exceptions or issues

  • Sellers must promptly notify buyers of any shipping exceptions or issues, including but not limited to:
    • Delays in processing or shipping the order
    • Carrier-reported delays or issues
    • Customs holds or issues for international shipments
    • Lost or damaged packages
    • Incorrect address issues
  • Notifications should be sent through the Cranxs messaging system within 24 hours of the seller becoming aware of the issue.
  • When notifying buyers of exceptions or issues, sellers should:
    • Clearly explain the nature of the problem
    • Provide any relevant tracking or reference numbers
    • Outline the steps being taken to resolve the issue
    • Give an estimated timeline for resolution, if possible
    • Offer options to the buyer if applicable (e.g., wait for delayed shipment, cancel for refund)
  • For significant delays or issues, sellers should provide regular updates to the buyer, even if there's no new information, to assure the buyer that the matter is being actively managed.
  • If a shipping issue results from a seller's error, the seller should offer appropriate compensation or solutions (e.g., expedited shipping at no extra cost, partial refund).
  • For recurring issues with a particular shipping carrier, sellers should inform Cranxs so that platform-wide solutions can be considered.
  • Sellers should maintain records of all shipping exceptions and their resolutions for future reference and continuous improvement of their shipping processes.
  • In cases where a buyer is unresponsive to critical shipping notifications, sellers should involve Cranxs support to ensure the issue is resolved fairly.

Cranxs views effective communication as crucial to a positive buying experience. Sellers who consistently demonstrate excellent communication and problem-solving skills in shipping-related matters may be recognized through positive feedback scores and potential featured status on the platform.

Buyers are encouraged to check their Cranxs messages regularly and to respond promptly to seller communications about shipping to ensure smooth transactions.

14. Compliance with Platform Policies

14.1 Adherence to Cranxs shipping guidelines

  • All sellers on the Cranxs platform are required to adhere to the shipping guidelines outlined in this policy and any additional guidelines provided by Cranxs.
  • Key areas of compliance include:
    • Accurate representation of shipping costs and timeframes in listings
    • Timely processing and shipping of orders
    • Proper packaging and labelling of items
    • Provision of valid tracking information
    • Responsiveness to buyer enquiries and issues
    • Honest and ethical practices in all shipping-related matters
  • Sellers must regularly review and stay updated on Cranxs' shipping policies, as they may be periodically updated to reflect changes in regulations or best practices.
  • Sellers are encouraged to use Cranxs-provided tools and resources to ensure compliance with shipping guidelines.
  • Cranxs may conduct periodic reviews of seller shipping practices to ensure compliance and maintain platform standards.

14.2 Consequences of non-compliance

  • Cranxs takes violations of shipping policies seriously. Consequences for non-compliance may include:
    • Warnings and requests for corrective action
    • Temporary restrictions on selling privileges
    • Lowered search result rankings
    • Removal of “trusted seller” status or other badges
    • Account suspension or termination in severe or repeated cases
  • Sellers found to be intentionally violating policies for financial gain may face immediate account suspension and potential legal action.
  • Sellers have the right to appeal any penalties imposed due to perceived non-compliance. The appeal process includes:
    • Submission of a formal appeal through the Cranxs seller portal
    • Review by the Cranxs compliance team
    • Opportunity for the seller to provide evidence or explanation
    • Final decision communicated within 10 business days
  • Cranxs reserves the right to make public announcements about sellers removed from the platform due to severe policy violations, to maintain transparency and trust in the marketplace.
  • Buyers who repeatedly make false claims about shipping issues may also face account restrictions or termination.
  • Cranxs will provide support and guidance to help sellers achieve and maintain compliance, including:
    • Training resources and documentation
    • Access to customer support for policy-related questions
    • Regular updates on policy changes and best practices

Cranxs is committed to maintaining a fair and reliable marketplace for all users. Compliance with shipping policies is essential to this goal. We encourage all sellers to approach these guidelines as opportunities to provide excellent service and build trust with buyers, rather than as restrictions.

15. Policy Updates and Changes

15.1 Process for updating the shipping policy

  • Cranxs reserves the right to update and modify the shipping policy as necessary to reflect changes in:
    • Industry standards and best practices
    • Legal and regulatory requirements
    • Platform features and capabilities
    • User feedback and needs
  • The policy review and update process includes:
    • Regular annual review of the entire shipping policy
    • Ad-hoc reviews in response to significant market changes or user feedback
    • Consultation with shipping industry experts and legal advisors
    • Internal review by the Cranxs policy team
  • Proposed changes to the shipping policy will be evaluated based on:
    • Potential impact on sellers and buyers
    • Alignment with Cranxs' mission and values
    • Feasibility of implementation
    • Legal and regulatory compliance
  • Major policy changes will be subject to a review period where select sellers may be invited to provide feedback before implementation.
  • Cranxs will maintain a publicly accessible archive of previous versions of the shipping policy for reference.

15.2 Notification of changes to sellers

  • Cranxs is committed to transparent communication regarding all policy changes. Notification procedures include:
  • For minor updates (clarifications, small adjustments):
    • Updates will be posted in the Seller Dashboard
    • A notification will be sent to the seller's registered email address
  • For significant changes:
    • Sellers will receive an email notification at least 30 days before the new policy takes effect
    • A prominent notice will be displayed in the Seller Dashboard
    • A platform-wide announcement will be made in the Cranxs community forum
  • The notification will include:
    • A summary of the key changes
    • The rationale behind the changes
    • The effective date of the new policy
    • A link to the full updated policy document
    • Information on how the changes may affect sellers' operations
  • For critical or time-sensitive updates:
    • Cranxs may use additional notification methods such as SMS or in-app notifications
    • The implementation timeframe may be shortened, with a clear explanation provided
  • Sellers will be required to acknowledge that they have read and understood significant policy changes before they can continue to list new items.
  • Cranxs will provide resources to help sellers adapt to policy changes, including:
    • FAQ documents addressing common questions about the updates
    • Webinars or video tutorials explaining major changes
    • Direct support channels for sellers who need additional clarification
  • Feedback on policy changes is welcome and can be submitted through the Seller Feedback form in the dashboard.
  • In cases where policy changes may significantly impact certain sellers, Cranxs may offer a grace period or personalised support to help with the transition.

Cranxs strives to maintain a balance between necessary policy evolution and stability for our sellers. We value the partnership with our seller community and aim to make policy updates as smooth and beneficial as possible for all parties involved.