Policies & Terms

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Warehouse Policy — 15 pages

•Maximum weight: 20 lbs (~9 kg) per package.
•Maximum girth: (Length + Width + Height) × 2 must not exceed 108 inches (~274 cm).
•Volume limit: 1,728 cubic inches (~0.028 m³). Dimensional weight applies if exceeded.
•Dimensional weight formula: (L × W × H in inches) ÷ 166 = Dimensional weight (lbs).

•Goods entering the warehouse without barcodes or SKU labels that meet THG standards will be subject to additional handling.
•THG may reject the shipment OR charge a barcoding fee of $0.20 per item (subject to adjustment by product type).
•THG will notify the customer and will only proceed with written or system-confirmed authorization.

•Total batch loss (valid Inbound Request): 100% of proven cost, maximum $100 per Inbound Request.
•SKU loss of 4–20 items: 50% of proven cost, maximum $30 per SKU.
•Loss of 1–3 items per SKU is treated as shrink allowance (normal shrinkage). No cash compensation; inventory will be adjusted on the system only.
•Wrong SKU packing (THG error): THG covers return shipping + 100% cost refund (max $20/item).
•Wrong SKU packing (customer error — wrong barcode printed/applied): no compensation from THG.
•Damaged goods (THG packaging error): reimburse 100% fulfill fee + shipping + cost (max $20/order).
•Damaged goods (correct packaging but damaged in transit): THG assists in filing a dispute with USPS/FedEx/UPS on the customer's behalf.

•SLA: Orders not dispatched within 3 business days (excluding Sat, Sun, and US holidays) → 100% fulfill fee refunded.
•USPS shows 'Delivered' but item not received: THG disputes with carrier. If carrier confirms lost → carrier policy applies. If 'Delivered' status maintained → no THG compensation.
•Claims deadline: 2 months for lost packages; 3 days for damage/rate issues from dispatch date.
•Claims processing time: 10 business days from submission.
•Reimbursement: account credit within 90 days; cash refund within 15 business days after confirmation; debt offset on the next billing cycle.
•Repeat losses (per month): 1st occurrence — compensation + $1 off per fulfill fee for next 20 orders; 2nd — $1 off/100 orders; 3rd — $1 off/150 orders; beyond 3 — both parties meet to find a solution.

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