Terms of Service

1. Acceptance of Terms

By accessing or using the Aerofulfill website (aerofulfill.com), submitting a quote request form, or engaging our fulfillment services, you ("Client," "you," "your") agree to be bound by these Terms of Service ("Terms"). If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity.

If you do not agree with any part of these Terms, you must not use our website or services.

2. Definitions

• "Aerofulfill," "we," "us," "our" refers to Aerofulfill, a third-party logistics provider based in Wuxi, Jiangsu Province, China.
• "Services" refers to all fulfillment, warehousing, shipping, packaging, product sourcing, quality control, and related logistics services provided by Aerofulfill.
• "Platform" refers to the Aerofulfill website, dashboard, API, and any related tools or applications.
• "Client" refers to any individual or business entity that submits a quote request, signs a Service Agreement, or otherwise engages Aerofulfill.
• "End Customer" refers to the final consumer who purchases products from the Client's Shopify store.
• "Service Agreement" refers to the separate, individualized fulfillment contract provided upon onboarding that contains specific pricing, SLAs, and operational terms.
• "Shopify Store" refers to the Client's online store hosted on the Shopify or Shopify Plus platform.

3. Eligibility

To use our services, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into binding agreements
• Operate a legitimate eCommerce business
• Provide accurate and truthful information in all forms and communications
• Not use our services for any unlawful purpose, including but not limited to the sale of prohibited, counterfeit, or restricted goods

4. Our Services

Aerofulfill provides the following services to Shopify store owners:

• Order Fulfillment: Receiving, picking, packing, and dispatching orders placed through your Shopify store
• Warehousing: Storage of your inventory in our 80,000 sq ft facility in Wuxi, China
• Shipping: Domestic and international shipping to 180+ countries via partnered carriers (USPS, Royal Mail, Australia Post, Canada Post, DHL, and others)
• Verified Tracking: Real last-mile carrier injection with court-admissible delivery documentation
• Custom Packaging: Branded boxes, poly mailers, inserts, and promotional materials
• Product Sourcing: Sourcing, manufacturing, and supplier management including private labeling and OEM/ODM
• Quality Control: ISO-standard inbound inspection, barcode verification, and photographic documentation
• Shopify Integration: Native API connection for real-time order sync, inventory management, and automatic tracking upload
• Dedicated Support: Named Senior Logistics Architect with 1-hour escalation SLA

Specific service terms, pricing, and SLAs are outlined in the individual Service Agreement provided during onboarding.

5. Quote Requests and Onboarding

Submitting a quote request through our website does not constitute a binding agreement. Quote requests are invitations for us to provide a customized proposal.

• We aim to deliver custom quotes within 24 hours of receiving a completed form.
• Quotes are valid for 30 days from the date of issue unless otherwise stated.
• All pricing in quotes is subject to the terms outlined in the subsequent Service Agreement.
• Onboarding begins only after both parties have signed a Service Agreement.
• We reserve the right to decline any quote request at our discretion.

6. Shopify Integration

When you connect your Shopify store to Aerofulfill:

• You grant us permission to access your Shopify store data necessary to fulfill orders, including order details, product information, inventory levels, and customer shipping addresses.
• You represent that you have the right to share this data and that doing so complies with your own privacy policy and applicable data protection laws.
• We access your Shopify data solely for the purpose of providing fulfillment services. We do not use this data for any other purpose.
• You are responsible for ensuring your Shopify store's privacy policy accurately describes the sharing of customer data with third-party fulfillment providers.
• You may disconnect the integration at any time. Disconnection does not affect orders already in the fulfillment pipeline.

7. Service Level Agreements (SLAs)

The following standard SLAs apply unless modified in your individual Service Agreement:

• Dispatch Time: Same-day dispatch for orders received before 6:00 PM CST (China Standard Time)
• Shipping Transit: 5–9 working days to US, UK, AU, CA, and EU (from dispatch date)
• SKU Accuracy: 99.95% accuracy rate on all orders
• Chargeback Rate: Target of 0.04% or below through verified last-mile tracking
• Escalation Response: Critical issues escalated within 1 hour; resolution within 48 hours
• SLA Credits: If we miss our agreed SLA targets, automatic credits are applied to your account as specified in your Service Agreement

8. Pricing and Payment

• Service pricing is outlined in your individual Service Agreement and custom quote.
• Prices may include per-unit fulfillment fees, shipping rates, packaging costs, storage fees, and any applicable surcharges.
• Invoices are issued according to the schedule defined in your Service Agreement (typically weekly or bi-weekly).
• Payment is due within the timeframe specified in your Service Agreement (typically 7–14 days from invoice date).
• Late payments may result in service suspension after written notice.
• All prices are quoted in USD unless otherwise agreed.
• We reserve the right to adjust pricing with 30 days written notice for factors including carrier rate changes, fuel surcharges, and material cost increases.

9. Your Responsibilities

As a Client, you agree to:

• Provide accurate product information including weights, dimensions, and descriptions
• Ensure all products shipped through Aerofulfill comply with applicable laws and regulations in both the origin and destination countries
• Not ship prohibited, illegal, hazardous, perishable (unless agreed), or counterfeit goods
• Maintain accurate customs declarations and product valuations
• Respond to communications from your Logistics Architect in a timely manner
• Ensure your Shopify store's policies (refund, shipping, privacy) accurately reflect the fulfillment arrangements
• Notify us promptly of any changes to your product catalog, packaging requirements, or shipping destinations
• Maintain sufficient inventory or provide adequate forecasts for high-volume periods

10. Intellectual Property

• All content on the Aerofulfill website, including text, graphics, logos, design, and software, is the property of Aerofulfill and is protected by applicable intellectual property laws.
• You may not reproduce, distribute, modify, or create derivative works from our website content without prior written consent.
• You retain all intellectual property rights to your brand assets, product designs, and packaging artwork. By providing these materials, you grant us a limited license to use them solely for the purpose of fulfilling your orders.
• We will not use your brand name, logo, or likeness in marketing materials without your written permission.

11. Confidentiality

Both parties agree to keep confidential any proprietary or sensitive information shared during the course of the business relationship, including but not limited to:

• Pricing and commercial terms
• Product specifications and sourcing details
• Customer data and order volumes
• Business strategies and operational processes

Confidentiality obligations survive the termination of the business relationship for a period of 24 months.

12. Data Processing

In providing fulfillment services, Aerofulfill acts as a data processor on behalf of the Client (who acts as the data controller) with respect to End Customer personal data.

• We process End Customer data (names, addresses, order details) solely to fulfill orders on your behalf.
• We do not use End Customer data for our own marketing or any purpose other than order fulfillment.
• We implement appropriate technical and organizational measures to protect personal data (see our Privacy Policy for details).
• Upon termination of services, we will delete or return all End Customer personal data within 90 days, unless retention is required by law.
• In the event of a data breach affecting End Customer data, we will notify you within 72 hours of becoming aware of the breach.

13. Limitation of Liability

• To the maximum extent permitted by applicable law, Aerofulfill's total liability for any claim arising out of or related to these Terms or our Services shall not exceed the total fees paid by you to Aerofulfill in the three (3) months preceding the event giving rise to the claim.
• Aerofulfill shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, or business opportunities.
• Aerofulfill is not liable for delays, losses, or damages caused by shipping carriers after the order has been dispatched from our facility, except where we have failed to meet our SLA obligations.
• Aerofulfill is not responsible for customs delays, import duties, taxes, or fees imposed by destination country authorities.
• Aerofulfill is not liable for chargebacks, payment holds, or fund freezes imposed by payment processors on the Client's account, although our verified tracking services are designed to help mitigate these issues.
• Claims for lost or damaged shipments must be submitted in writing within 30 days of the expected delivery date.

14. Indemnification

You agree to indemnify, defend, and hold harmless Aerofulfill, its officers, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from:

• Your breach of these Terms or your Service Agreement
• Your violation of any applicable law or regulation
• Product liability claims related to the goods you sell
• Intellectual property infringement claims related to your products or brand materials
• Your failure to comply with customs, import, or export regulations
• Misrepresentation of product contents, values, or descriptions

15. Termination

• Either party may terminate the Service Agreement with 30 days written notice, unless otherwise specified in the Service Agreement.
• Aerofulfill may suspend or terminate services immediately if the Client breaches these Terms, fails to pay invoices, ships prohibited goods, or engages in fraudulent activity.
• Upon termination, any outstanding invoices become immediately due and payable.
• Upon termination, Aerofulfill will make remaining inventory available for retrieval or forward-shipping at the Client's expense. Inventory not claimed within 60 days may be disposed of.
• Provisions that by their nature should survive termination (including Confidentiality, Limitation of Liability, Indemnification, and Dispute Resolution) will remain in effect.

16. Dispute Resolution

• Both parties agree to first attempt to resolve any dispute through good-faith negotiation.
• If a dispute cannot be resolved through negotiation within 30 days, either party may submit the dispute to mediation.
• If mediation fails, disputes shall be resolved through binding arbitration in accordance with the rules of the Hong Kong International Arbitration Centre (HKIAC). The arbitration shall be conducted in English in Hong Kong.
• Nothing in this section prevents either party from seeking injunctive or equitable relief in a court of competent jurisdiction to protect intellectual property rights or confidential information.

17. Force Majeure

Neither party shall be liable for failure or delay in performing its obligations where such failure or delay results from causes beyond the reasonable control of that party, including but not limited to:

• Natural disasters, epidemics, or pandemics
• War, terrorism, civil unrest, or government actions
• Trade embargoes, sanctions, or customs restrictions
• Carrier disruptions, port closures, or transportation failures
• Power outages, internet disruptions, or infrastructure failures
• Labor strikes or shortages

The affected party must notify the other party promptly and use reasonable efforts to mitigate the impact of the force majeure event.

18. Modifications to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email to active Clients at least 15 days before they take effect. Continued use of our services after the effective date constitutes acceptance of the modified Terms.

The most current version of these Terms is always available at aerofulfill.com/terms-of-service.

19. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

20. Entire Agreement

These Terms, together with the Privacy Policy and any individual Service Agreement, constitute the entire agreement between you and Aerofulfill regarding the subject matter herein. These Terms supersede all prior or contemporaneous communications, proposals, and agreements, whether oral or written.

In the event of a conflict between these Terms and an individual Service Agreement, the Service Agreement shall prevail.

21. Contact Information

For questions or concerns about these Terms, please contact us:

• Email: info@aerofulfill.com
• Address: A3-2, Prologis (Wuxi West Railway Station Logistics Park), Luoshe Town, Huishan District, Wuxi City, Jiangsu Province, China