All newly generated orders have a 2-hour protection period and customers can cancel the orders during the order protection period (please read below to learn more about the protection period). 

⚠️ PLEASE NOTE: Orders that are not fulfilled within the specified time limit will be automatically cancelled by the Joom platform and the customer will receive a full refund.

Non-working days (weekends), the order fulfillment period will be extended appropriately.

Here’s how it works:

• Once a customer places and pays for an order, you won’t be able see it during the first 2 hours.
• If, during that time, the customer doesn’t cancel the order, the order status changes to the Approved status, and becomes visible to the merchant.
• From that time on, you have several days to ship the order and mark it as Shipped on Joom.
• If you fail to ship the order within 8 days, it’ll be cancelled automatically by our system.

⚠️ PLEASE NOTE: Joom evaluates the Quick Fulfillment Rate. Joom recommends merchants to fulfill the orders within 3 days in order to get good metric performance. 

Online Shipping Policy

According to the Joom platform's online shipping policy, products from China's direct-sending individual countries must be shipped using designated online channels. 

Other Shipping Channels

If the order delivery destination, product dangerous kind, product size and product weight do not meet the Joom platform online shipping policy delivery requirements, please refer to the Joom platform's accepted logistics channel list and select other channels to ship the order. If you want to use the logistics provider outside the list, please send an email to merchant@joom.com to apply for the new logistics provider to join the platform list.

• If you work with Joom using ERP system, to get the list of acceptable shipping providers, please refer to https://merchant.joom.com/docs/api/v3/operations/shippers.

• If you don't work with Joom using ERP system, you can check the available shipping providers here.