Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who fulfill Orders themselves through the Platform.
Article 1: Introduction and Scope
1.1 This document states the duties of a Seller in respect of tracking for an Order the Seller fulfills itself: the duty to provide valid tracking, the timing of the tracking upload and of the first Carrier scan, the practices that are prohibited, and the allocation of item-not-received loss by reference to the tracking record. It binds every Seller that fulfills its own Orders and supplements the Fulfillment Policy and the Shipping Policy.
1.2 Shipment and delivery at the platform level are governed by the Shipping and Delivery Policy. Where a label is bought through the Platform, the label and tracking services are provided as stated in the Shippo Terms, which are incorporated into this document by reference for that purchase.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Seller participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Buyer: a person who purchases Products or Services through the Platform.
2.3 Carrier: the carrier to which a shipment is handed for delivery to the Buyer.
2.4 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.5 Delivery: arrival of a shipment at the delivery address stated in the Order, as confirmed by the Carrier's delivery record, as defined in the Shipping and Delivery Policy.
2.6 First Scan: the first scan of a shipment recorded by the Carrier, evidencing tender of the parcel to the Carrier.
2.7 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.8 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.9 Products: goods offered for sale through the Platform.
2.10 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.11 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
2.12 Valid Tracking: a tracking number issued by the Carrier for the shipment in question, showing at least an acceptance or origin scan, and traceable on the Carrier's public tracking service.
Article 3: The Tracking Duty
3.1 Every shipment shall carry Valid Tracking. A tracking number that the Carrier never scans does not satisfy this Article and is treated as no tracking number.
3.2 A Seller shall maintain a Valid Tracking Rate of one hundred percent (100%), shall obtain a First Scan within twenty-four (24) hours of label creation on at least ninety-eight percent (98%) of shipments, and shall ensure that tracking events are visible in Seller Center within four (4) hours of the Carrier event, in each case as measured under the Service Level Requirements.
3.3 The tracking number shall be entered where the Platform records it: automatically, where the label is bought through the Platform's shipping flow; and manually by the Seller, where the label is bought outside that flow. A tracking number that the Seller holds but does not enter does not satisfy this Article, because measurement is made on the recorded data.
Article 4: Prohibited Tracking Practices
4.1 A Seller shall not: (a) enter a fabricated tracking number; (b) enter a tracking number issued for a different shipment; (c) mark an Order shipped before the parcel is tendered to the Carrier; or (d) create a label and delay tender of the parcel so that the Buyer observes a "label created" status for an extended period before the First Scan.
4.2 The period between label creation and the First Scan is measured. A Seller shall create a label when the parcel is ready for tender and shall not create labels in advance for parcels to be tendered on a later day.
4.3 A fabricated tracking number entered to make an unshipped Order appear shipped is a false shipment record under the Fulfillment Policy and fraud under the Fraud and Abuse Zero Tolerance Policy (Fraud and Abuse — Zero Tolerance). A late First Scan, without fabrication, is a performance violation under this document and is not fraud.
Article 5: What Counts as Valid Tracking
5.1 Valid Tracking requires a number issued by the Carrier for the shipment, at least an acceptance or origin scan, and traceability on the Carrier's public tracking service. A Carrier-internal reference number, a postage indicia without tracking, and a number issued by a consolidator whose scans do not reach the last-mile Carrier do not constitute Valid Tracking.
5.2 A shipment handled by a consolidator or freight forwarder counts as validly tracked only where the tracking chain is unbroken from the Seller to the Buyer's address, including the forwarder's handoff scan to the last-mile Carrier. A forwarder number that ceases to report before the last mile is not Valid Tracking for the last mile.
5.3 Where the service a Seller selected offers no tracking, the Seller has selected a prohibited method under the Shipping Policy. The remedy is selection of a tracked service, not an exemption from this document.
Article 6: Tracking and Item-Not-Received Claims
6.1 Where tracking shows Delivery to the delivery address stated in the Order, the Seller is protected against an item-not-received claim for that shipment, as stated in the Shipping and Delivery Policy and subject to the dispute standards stated in the Selling Terms of Service.
6.2 Where tracking is absent, invalid, or never scanned, the Seller bears the item-not-received loss and shall refund the Buyer for the undelivered Order. No intermediate allocation applies.
6.3 A delivery record for an address other than the delivery address stated in the Order is not Delivery. Such a mismatch shall be investigated as a possible mis-shipment or address-fraud event, and the Seller is not protected in respect of that shipment.
Article 7: Buyer Visibility and Special Shipments
7.1 The tracking the Seller provides is the tracking shown to the Buyer. A Seller shall act on a tracking exception: delay, damage, or address issue: as required by the Shipping Policy: notify the Buyer, file the Carrier claim, and reship or refund where the parcel is lost. Unanswered Buyer messages arising from stale tracking are subject to the response standards in the Service Level Requirements.
7.2 Each parcel of a split shipment shall carry its own Valid Tracking number. A parcel without its own number is unprotected for the purposes of Article 6.
7.3 Where a Seller uses a local courier or same-day service without standard Carrier tracking, the Seller shall obtain and upload proof of delivery for the Order, consisting of a courier proof of delivery with a timestamp and a recipient signature or a delivery photograph. An assertion of delivery without proof of delivery is not proof.
7.4 For an international shipment, tracking shall follow the parcel across a handoff between Carriers. Where the destination Carrier assigns a new number, the Seller shall record both numbers against the Order so that tracking does not cease at export.
7.5 Where the Carrier fails to scan a parcel that was tendered on time, the Seller's evidence is the Carrier acceptance receipt or drop-off record. A Seller shall retain drop-off receipts for each tender and may submit such a receipt to dispute a First Scan measure.
Article 8: Records
8.1 A Seller shall keep, for each shipment, the tracking number, the Carrier, the label creation time, the First Scan time, and any drop-off receipt, and shall produce those records to the Company on request in connection with an investigation, a Buyer claim, or a performance review.
Article 9: Fees
9.1 A fee is payable under this document only if the fee is stated in the Seller Fee Schedule. No other charge of any kind is payable, and the Company shall not impose a fee that the schedule does not state.
Article 10: Liability
10.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
10.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Seller paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
10.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Seller owes for Orders, fees, chargebacks, or refunds under this document, including an item-not-received refund under Article 6; or (d) liability that cannot be limited under applicable law.
10.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 11: Indemnification
11.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Seller's breach of this document; (b) the Seller's Products, Services, listings, or User Content; (c) the Seller's violation of any law or of the rights of any person; (d) product liability, intellectual property infringement, and product recall costs arising from the Seller's Products or shipments; and (e) taxes for which the Seller is responsible under this document.
11.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Seller shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Seller shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
11.3 Survival. This Article survives the termination of this document.
Article 12: Enforcement and Appeals
12.1 Investigation. The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
12.2 Notice. If the Company determines that the Seller has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
12.3 Opportunity to cure. Where a violation is capable of cure, the Seller has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
12.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content, including suppression of a shipping method that fails the measures in this document; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law. A Valid Tracking Rate below ninety-eight percent (98%) is a failure of the measure in clause 3.2.
12.5 Disbursement hold. The Company may hold disbursements to the Seller while an investigation under this Article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
12.6 Appeal. The Seller may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
12.7 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 13: Term and Termination
13.1 Term. This document takes effect when the Seller is accepted to offer Products through the Platform and continues until terminated under this Article.
13.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
13.3 Termination by the Seller. The Seller may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Seller has no Order, booking, or investigation outstanding.
13.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
13.5 Survival. The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 14: Dispute Resolution
14.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 15: General Provisions
15.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Seller at the email address in the Account. An amendment that materially increases the Seller's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Seller does not accept an amendment, the Seller's remedy is to terminate under Article 13 before the amendment takes effect.
15.2 Notices. (a) Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. (b) Notices to the Seller are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Seller shall keep the email address in the Account current. (c) DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
15.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
15.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
15.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Seller for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
15.6 Assignment. The Seller shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Seller.
15.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
15.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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