Procedures in the event of a fulfillment error
Shipping Delays & Items Not Received:
Items that have a label generated but never show active tracking information (the carrier never received the items):
CALA will refund the cost of goods (COGS) of the items as well as the fulfillment cost of the initial outbound shipment.
Items that the carrier has received and has not delivered:
CALA will reimburse the CALA customer for the COGS and fulfillment cost after the tracking number reaches 14 days of inactivity for domestic orders, or 21 days of inactivity for international orders. Shipping delays and tracking number inactivity are very common due to COVID-19.
It is up to each CALA customer to establish business rules or standard procedures for replacements or refunds to the end-customer, and the timeline for doing so.
Items that show as “Delivered” but the customer claims no receipt:
CALA will not cover the COGS or fulfillment charges.
CALA customer will establish a business rule or standard procedure for replacing, refunding or not refunding the end-customer.
Items that get shipped and returned to sender:
Generally, this happens when a customer incorrectly enters an address or are not home to sign for a package if a signature is required for delivery, or if a customer refuses to pay import duties/taxes.
CALA will not cover the COGS or fulfillment charges for these items.
CALA customer will establish a business rule of standard procedure for replacing, refunding or not refunding the end-customer.
Customer receives the wrong item:
CALA will cover the COGS of the incorrect item received and the fulfillment cost associated with that shipment. Customer must return the incorrect item. Photo evidence of wrong item is required to be submitted by the designer/business or end-customer before replacement order is sent. If item is not returned, CALA will not cover the COGS or fulfillment costs.
How will CALA reimburse me if a situation occurs where I qualify for a reimbursement?
For any fulfillment related reimbursements, CALA will credit you the amount towards your next fulfillment bill.