Applies to: Natty Hatty Business Center, Customer App, Website Transaction Pages

Organizations (“Sellers”) using Natty Hatty to sell merchandise, apparel, equipment, or any physical goods (“Products”) must comply with the Fulfillment & Shipping Policy below. This Policy ensures clarity, safety, and consumer protection, and shields Natty Hatty from fulfillment-related liability.

Natty Hatty does not manufacture, ship, deliver, or handle any Products.

All fulfillment responsibilities rest entirely with the Organization.

1. Mandatory Fulfillment Details (Required for Every Listing)

Before publishing any Product listing, the Organization must enter complete fulfillment information, including:

• Fulfillment method (Shipping, Pickup, or Both)

• Shipping or pickup timelines

• Pickup location and hours

• Shipping carriers used (if applicable)

• Estimated delivery window

• Policies for damaged, missing, or defective items

• Return/refund/cancellation rules

• Customer support contact details

Listings cannot go live without these fields completed.

Customers will see all fulfillment information:

• On the checkout page

• In their order history in the Customer App

• In order confirmation emails/webpages

2. Shipping Rules (When the Organization Offers Shipping)

When an Organization chooses shipping as a fulfillment option, the following requirements apply.

2.1 Shipping Responsibility

The Organization is fully responsible for:

• Packaging

• Labeling

• Shipping carrier selection

• Shipping cost (if applicable)

• Fulfillment timelines

• Tracking

• Lost or missing packages

• Delivery accuracy

• Customer support related to shipping

Natty Hatty does not ship products or handle logistics.

2.2 Delivery Timelines

Organizations must provide:

• A realistic estimated delivery window

• Processing time (time before shipping)

• Any shipping warnings (delays, pre-orders, customization timelines)

Organizations must update customers if delays occur.

2.3 Allowed Carriers

Organizations may use any legally recognized carrier, including:

• UPS

• FedEx

• USPS

• DHL

• Local couriers

• Private delivery services

Organizations are responsible for:

• Accuracy of carrier service

• Timely handoff

• Tracking updates

2.4 Tracking Requirements

Organizations must provide:

• A tracking number (when available)

• Carrier name

• Link to track the shipment

The customer will view updates in:

• Order confirmation

• Customer App tracking view

If no tracking is available, the Organization must provide alternative delivery confirmation.

2.5 Lost, Damaged, or Missing Packages

Organizations are solely responsible for:

• Carrier claims

• Replacements

• Refunds (if applicable to their refund policy)

• Reshipments

• Customer disputes related to shipping

Natty Hatty:

• Does not handle carrier claims

• Does not reimburse customers

• Is not responsible for delivery failures

Organizations must provide clear instructions in their listing for what customers should do if an item arrives damaged or does not arrive.

3. Pickup Rules (When the Organization Offers Local Pickup)

When the Organization selects “Pickup” as the fulfillment method, the following rules apply.

3.1 Customer Responsibility

Customers are responsible for:

• Arriving within the pickup window

• Using the correct pickup address

• Presenting order confirmation

• Marking the order as “Picked Up” in the Customer App (if required)

Natty Hatty is not responsible for failed pickups.

3.2 Required Pickup Information

Organizations must provide:

• Full pickup address

• Detailed pickup instructions

• Pickup hours and days

• Contact information for pickup-related questions

• Lead time before pickup is available

Incomplete pickup data may result in listing removal.

3.3 Pickup Timeline

Organizations must set clear timelines for:

• Earliest pickup availability

• Latest pickup date (if applicable)

• Processing times for customized items

Organizations must be available during their posted pickup hours.

3.4 Condition Verification Recommendation

To ensure customer protection, Natty Hatty requires Organizations to display the following advisory:

“Customers should inspect items at pickup. Once accepted and marked as picked up, Natty Hatty and the Organization are not responsible for damage occurring after pickup.”

Customers are encouraged to inspect:

• Sizes

• Colors

• Quantities

• Condition

• Customizations

• Correctness of the order

Organizations must honor their stated damaged-item policy.

3.5 Damaged or Incorrect Items at Pickup

Organizations must provide a process for:

• Rejecting damaged items

• Exchanging incorrect items

• Resolving missing items

• Handling quality issues

This must be documented in the listing or the Organization’s refund policy.

Natty Hatty does not mediate or guarantee product condition.

4. Customer Order Tracking & Status

Natty Hatty provides customer-facing tracking through:

• Customer App

• Order confirmation pages

• Website transaction pages

Customers can:

• Track shipping progress

• View pickup readiness

• Mark orders as picked up

• View all order history

Organizations must update order statuses promptly in the Business Center.

5. Returns, Exchanges & Refunds

Refund, exchange, and return rules are set by the Organization, not Natty Hatty.

Organizations must:

• Clearly post their policy

• Honor their posted policy

• Provide contact information for support

Natty Hatty:

• Does not approve or deny refunds

• Does not handle return shipments

• Does not issue reimbursements

• Does not mediate disputes

6. Liability Disclaimer

Organizations are solely responsible for:

• Quality of products

• Fulfillment accuracy

• Condition of delivered or picked-up items

• Delivery delays

• Lost or stolen packages

• Damaged items

• Pickup availability

• Customer support

• Refunds and cancellations

Natty Hatty:

• Is not the seller of record

• Does not manufacture or store products

• Does not fulfill or ship merchandise

• Is not liable for fulfillment failures

Organizations agree to indemnify Natty Hatty for all claims arising from fulfillment, shipping, or delivery.

7. Enforcement & Compliance

Natty Hatty may:

• Remove listings that lack fulfillment details

• Suspend Organizations that repeatedly fail to fulfill orders

• Freeze or disable selling features for non-compliance

• Terminate accounts that engage in fraudulent shipment practices

Organizations must maintain high standards of service.