If a customer order contains multiple oversized or overweight products to the extent that the merchant is unable to send them all either in a single shipping package or at once, you will have to indicate one of the tracking numbers on the order page and inform Joom about the additional tracking numbers (via email@example.com). They will be added manually to the initial order.
⚠️ PLEASE NOTE:
- Orders fulfilled via online shipping cannot be separated;
- If a customer requests a refund for a single order consisting of multiple products that the merchant had sent separately without informing us of the additional tracking numbers, Joom may fulfill the customer’s request;
- if products within a single order sent separately, you cannot use online and offline shipping channel simultaneously. In this case you should contact Joom Merchant Support to change the online shipping order into offline shipping order, then send all the parcels offline and provide tracking numbers to Merchant Support.