Shipping Policy

Ruguen.com Shipping and Delivery Policy
Last Updated: March 2025

This policy defines the general framework and responsibility distribution for shipping and delivery services on Ruguen.com’s multi-vendor marketplace model.

1. GENERAL FRAMEWORK OF THE SHIPPING SYSTEM

1.1 Responsibility Model

Shipping responsibility lies entirely with the seller
Each seller determines their own logistics solution
The platform provides mediation and coordination services
General standards are set to ensure customer satisfaction

1.2 Delivery Diversity

Sellers choose their preferred courier company
Multiple shipping options may be offered
Express, standard, and economical delivery choices
International shipping availability

2. COURIER COMPANIES AND SERVICES

2.1 Recommended Courier Companies

Local Companies: Country-specific leading logistics providers
International Companies: DHL, FedEx, UPS
Economical Options: National postal services like PTT
Express Services: Same-day delivery options

2.2 Courier Selection Criteria

Reliability and delivery success rate
Competitive pricing
Coverage and transportation network
Customer service quality
Insurance for damage and loss

2.3 Special Delivery Options

Cash on Delivery (COD)
Scheduled delivery
Secure delivery (signature required)
Shipment tracking system

3. DELIVERY TIMES

3.1 Domestic Deliveries

Same City: 1–2 business days
Intercity: 2–4 business days
Rural Areas: 3–5 business days
Islands & Remote Areas: 5–7 business days

3.2 International Deliveries

Europe: 3–7 business days
North America: 5–10 business days
Asia: 7–14 business days
Other Continents: 10–21 business days

3.3 Special Circumstances

Excludes public holidays and weekends
Weather and natural disaster impacts
Customs clearance delays
Incomplete address details

4. SHIPPING FEES

4.1 Pricing System

Shipping fees set by the seller
Calculated based on product weight and size
Distance and region as pricing factors
Courier company pricing policies

4.2 Free Shipping Conditions

Minimum order thresholds vary by seller
Special conditions during campaigns
Premium membership benefits
Promotions in specific product categories

4.3 Additional Service Charges

Insurance fee (optional)
COD service charge
Extra fee for express delivery
Scheduled delivery charge

5. SHIPMENT TRACKING SYSTEM

5.1 Tracking Features

Unique tracking number for each shipment
Real-time status visibility via platform
SMS and email notifications
Mobile app push notifications

5.2 Tracking Stages

Order Confirmed: Seller is preparing the order
Shipped: Handed over to courier
In Transit: At the distribution center
Arrived at Branch: Reached local depot
Delivered: Successfully delivered to buyer

5.3 Notification System

Shipment dispatch notification
Transit status updates
Pre-delivery alert
Delivery confirmation notice

6. PACKAGING STANDARDS

6.1 General Packaging Rules

Suitable packaging for product type
Protective during transportation
Preference for eco-friendly materials
Visually aligned with brand image

6.2 Special Product Packaging

Fragile Items: Bubble wrap and protective materials
Electronics: Anti-static packaging
Food Items: Hygienic and cold chain compliance
Textiles: Protection against moisture and dirt

6.3 Packaging Quality Standards

Waterproof outer packaging
Shock-absorbing inner fillers
Tamper-evident sealing
Product and shipping labels

7. SPECIAL DELIVERY SERVICES

7.1 Express Delivery

Same-day delivery (in-city)
Within 24-hour delivery
Weekend delivery options
Priority handling for urgent shipments

7.2 Scheduled Delivery

Coordination with the recipient
Delivery within specified time slots
Re-delivery options
Special request notes

7.3 Secure Delivery

Delivery with ID verification
Mandatory signature on delivery
Photo-confirmed delivery
Special protection for valuable goods

8. INTERNATIONAL SHIPPING

8.1 Customs Procedures

Preparing customs declarations
Calculation of taxes and duties
Prohibited items checklist
Issuance of certificate of origin

8.2 International Shipping Requirements

Detailed product description
Correct customs tariff codes
Invoice and packing list
Recipient identification information

8.3 Country-Specific Restrictions

Customs regulations of each country
Banned product categories
Quantity and value limitations
Items requiring special permits

9. SHIPPING ISSUES AND RESOLUTIONS

9.1 Common Issues

Delivery delays
Product damage
Delivery to incorrect address
Inability to reach the recipient

9.2 Issue Resolution Process

Report: Customer reports via platform
Seller Communication: Seller evaluates the case
Courier Coordination: Involvement of shipping company
Resolution: Finding the most suitable solution
Follow-up: Post-resolution satisfaction check

9.3 Compensation Policies

Shipping fee refund for delays
Product replacement for damages
Full refund for lost items
Credit for customer dissatisfaction

10. DAMAGE AND LOSS CASES

10.1 Damage Detection

Inspecting at delivery time
Photo documentation of damage
Courier incident report
Immediate notification to seller

10.2 Damage Resolution Process

Preparation of damage report
Insurance coverage evaluation
Reshipment or refund
Customer satisfaction tracking

10.3 Loss Cases

Lost item declaration and investigation
Determining courier liability
Insurance claim processing
Alternative solutions for the customer

11. RETURN SHIPPING PROCESSES

11.1 Return Shipping Responsibility

Return fee policy determined by seller
Seller covers cost for defective product returns
Buyer covers cost for exchanges or change-of-mind returns
Free return campaigns available

11.2 Return Shipping Process

Approval: Get seller’s return approval
Label: Generate return label/code
Packaging: Properly repackage the item
Drop-off: Hand over to courier
Tracking: Follow-up and confirmation of return

12. SHIPPING SECURITY

12.1 Security Measures

Shipment content verification
Suspicious package detection
X-ray screening
Prohibited substance scan

12.2 Customer Security

Safe cash-on-delivery handling
Identity verification procedures
Secure pickup/delivery locations
Personal data protection

13. ENVIRONMENT & SUSTAINABILITY

13.1 Eco-Friendly Shipping

Recyclable packaging materials
Efforts to reduce carbon footprint
Optimized group deliveries
Preference for green shipping providers

13.2 Sustainable Logistics

Fuel-efficient vehicle fleet
Optimized route planning
Use of digital documentation
Waste reduction programs

14. CUSTOMER SERVICE

14.1 Shipping Support Services

In-Platform Support Module
Phone Support: +90 545 210 99 49
Email Support: uguraltunbas1@gmail.com
Live Chat: 24/7 support (coming soon)

14.2 Support Topics

Tracking issues
Delivery coordination
Address change requests
Shipping fee inquiries

15. SPECIAL CAMPAIGNS & PROMOTIONS

15.1 Shipping Campaigns

Free shipping during specific periods
Free shipping above a minimum spend
Express delivery promotions
Loyalty program shipping perks

15.2 Seasonal Campaigns

Special services during holidays
Black Friday shipping deals
New Year delivery guarantees
Back-to-school delivery promos

16. POLICY UPDATES

This shipping policy is regularly updated in line with developments in the logistics sector and customer feedback. Updates are announced through the platform.

Contact:
For any questions about the shipping policy, please reach out via the communication channels listed above.