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, the merchant will have to indicate one of the tracking numbers on the order page and inform us about the additional tracking numbers (via email@example.com). Our staff will add them manually to the initial order.
- 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, we at Joom may fulfill the customer’s request.
- In case of sent products for a single order separately, it is not allowed to use online shipping channel and offline shipping channel simultaneously. In this case, merchant should contact with 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.