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 TH Group standards will be subject to additional handling.
•TH Group may reject the shipment OR charge a barcoding fee of $0.20 per item (subject to adjustment by product type).
•TH Group 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 (TH Group error): TH Group covers return shipping + 100% cost refund (max $20/item).
•Wrong SKU packing (customer error — wrong barcode printed/applied): no compensation from TH Group.
•Damaged goods (TH Group packaging error): reimburse 100% fulfill fee + shipping + cost (max $20/order).
•Damaged goods (correct packaging but damaged in transit): TH Group 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: TH Group disputes with carrier. If carrier confirms lost → carrier policy applies. If 'Delivered' status maintained → no TH Group 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.