Shipping & Delivery

1. Scope

This Shipping & Delivery Policy explains how delivery options are presented and how marketplace orders are fulfilled through Nusatera. It applies together with the Marketplace Terms, Seller Terms and Returns & Refunds Policy.

2. Seller shipping responsibility

Each seller is responsible for configuring the shipping services it is willing and able to fulfil, preparing parcels appropriately, providing accurate shipment information and handing orders to the selected carrier or logistics service in accordance with marketplace rules.

3. Delivery options at checkout

Nusatera may obtain eligible delivery services and rates through Delyva or other logistics providers. Buyers will see only options available for the relevant seller, products, destination and checkout conditions. Nusatera may limit the buyer-facing selection to up to three eligible delivery options even where a seller has enabled additional services.

4. Shipping charges

Applicable shipping charges should be shown before the buyer confirms the order. Charges may vary by seller, parcel, destination, carrier, service level, promotions or other operational factors. A multi-seller checkout may therefore contain separate shipping charges for different seller portions.

5. Multi-seller and split shipments

Products from different sellers may be packed, dispatched and delivered separately. They may have different carriers, tracking references, delivery estimates and delivery dates even where the buyer completed one checkout.

6. Order processing and handover

After an order is confirmed, the relevant seller prepares the parcel and arranges handover using the eligible shipping method selected for that order. The final seller fulfilment standard and dispatch targets will be published once the production operating rules are approved.

7. Delivery estimates

Any delivery date or transit time shown is an estimate unless expressly stated as guaranteed. Actual delivery can be affected by seller handover timing, destination, carrier operations, public holidays, weather, access restrictions, peak periods and other circumstances outside the reasonable control of the marketplace.

8. Tracking and shipment updates

Where tracking is supported, Nusatera may display carrier or logistics status information in the buyer account or order view. Tracking information is supplied by the seller, carrier or logistics provider and may not update immediately after each physical movement.

9. Delivery address and buyer responsibilities

The buyer is responsible for providing a complete and accurate delivery address and contact information and for cooperating with reasonable delivery requirements. Address changes after fulfilment has begun may not be possible and may create additional costs where a carrier allows a change.

10. Failed delivery and re-delivery

If delivery cannot be completed because the recipient is unavailable, the address is inaccurate, access is unavailable or another buyer-side issue prevents delivery, the carrier or seller may arrange another attempt, collection or return-to-sender process where available. Any additional charge will depend on the relevant carrier, seller policy and applicable law.

11. Cash on Delivery

Cash on Delivery may be offered only for eligible sellers, products, destinations and carrier services. COD is not guaranteed for every order. Where available, the buyer must follow the collection and payment requirements shown at checkout or communicated for the shipment.

12. Lost or damaged shipments

Buyers should report a shipment that appears lost, damaged in transit or delivered incorrectly through Nusatera support. Nusatera may coordinate with the seller and logistics provider and may request reasonable evidence. Any resulting replacement, refund or other remedy will be handled under the applicable marketplace rules and law.

13. Carrier and logistics providers

Nusatera may integrate with Delyva and other logistics or carrier services to obtain rates, create shipment records, support tracking and facilitate fulfilment. Individual transport services remain subject to availability and the operational terms of the relevant provider.

14. Service availability and restricted destinations

Not every shipping service is available for every product or destination. Availability may depend on parcel characteristics, seller location, destination, carrier coverage, COD support, legal restrictions and operational constraints. The options shown at checkout are the available buyer-facing choices for that order at that time.

15. Changes and contact

This policy may be updated as Nusatera adds carriers, shipping functionality or new marketplace operating rules. Delivery questions can be submitted through Nusatera support or Contact Us.