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Shipping and Returns Policy

Shipping and Returns Policy

Effective Date: July 27, 2026
Last Updated: July 27, 2026

This Shipping and Returns Policy applies to purchases made through SultanSelect.com.

Because SultanSelect is a wholesale marketplace, shipping methods, delivery schedules, return eligibility, and minimum-order requirements may vary by product and vendor. Vendor-specific terms displayed on a listing, quotation, invoice, or order confirmation form part of this policy.

1. Order Processing

Orders are processed after:

  • Payment authorization

  • Account verification

  • Inventory confirmation

  • Vendor acceptance, when applicable

  • Review of shipping and regulatory requirements

Processing times vary based on product availability, order size, vendor location, destination, and shipping method.

Orders placed during weekends, holidays, or outside normal business hours may begin processing on the next business day.

2. Inventory Availability

Inventory displayed online is subject to change.

An item may become unavailable after an order is submitted because of:

  • Simultaneous orders

  • Vendor inventory changes

  • Damaged inventory

  • Manufacturer shortages

  • Listing errors

  • Regulatory restrictions

If an item is unavailable, SultanSelect or the applicable vendor may:

  • Cancel the unavailable item

  • Offer a substitute

  • Place the item on backorder

  • Issue an applicable refund or account credit

  • Contact the customer for instructions

3. Shipping Methods

Depending on the order, shipping may be completed through:

  • Parcel carrier

  • Less-than-truckload freight

  • Full truckload

  • Local delivery

  • Vendor delivery

  • Customer pickup

  • Third-party logistics provider

The available method may depend on the order’s size, weight, product type, destination, and vendor.

4. Shipping Charges

Shipping charges may be calculated:

  • During checkout

  • After the order is reviewed

  • Through a separate freight quotation

  • Based on the vendor’s shipping terms

  • According to an agreed customer rate

Freight quotes are estimates unless expressly stated as final.

Additional charges may apply for:

  • Residential delivery

  • Liftgate service

  • Inside delivery

  • Limited-access locations

  • Redelivery

  • Appointment delivery

  • Address correction

  • Detention

  • Storage

  • Reclassification

  • Oversized products

  • Remote-area delivery

The customer is responsible for additional carrier fees resulting from inaccurate information, delivery refusal, unavailable receiving personnel, or special services not included in the original quote.

5. Delivery Estimates

Delivery dates and transit times are estimates, not guarantees.

Delays may result from:

  • Carrier disruptions

  • Weather

  • Traffic

  • Labor interruptions

  • Customs or inspections

  • Product shortages

  • Incorrect addresses

  • Delivery appointment issues

  • Events beyond reasonable control

SultanSelect is not responsible for indirect losses, lost profits, missed sales, or business interruption resulting from a carrier or vendor delay.

6. Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address.

Before placing an order, confirm:

  • Business name

  • Street address

  • Suite or unit number

  • Receiving hours

  • Contact name

  • Telephone number

  • Loading-dock availability

  • Liftgate requirements

  • Delivery restrictions

Address changes requested after processing begins may not be possible and may result in additional charges.

7. Freight Delivery Requirements

For pallet or freight deliveries, the customer must provide an authorized adult to receive and inspect the shipment.

Before signing the delivery receipt:

  1. Count all pallets, cartons, or pieces.

  2. Inspect the wrapping and exterior condition.

  3. Check for crushed, torn, wet, opened, or missing items.

  4. Note every visible shortage or damage on the carrier’s delivery receipt.

  5. Take clear photographs before unloading or opening damaged freight.

  6. Keep packaging until the claim is resolved.

Writing “subject to inspection” generally does not establish a freight claim by itself. Specific damage or shortages should be described.

Signing a clear delivery receipt without documenting visible damage may limit or prevent recovery.

8. Concealed Damage

Damage discovered after delivery must be reported promptly.

Report concealed damage within three business days of delivery, unless the product listing or vendor terms require a shorter period.

Include:

  • Order number

  • Product name and quantity

  • Description of the damage

  • Photographs of the product

  • Photographs of the carton or pallet

  • Photographs of shipping labels

  • Copy of the delivery receipt, when applicable

Do not discard damaged products or packaging until instructions are provided.

9. Missing or Incorrect Items

Missing, short-shipped, or incorrect items must be reported within three business days of delivery.

The report should include:

  • Order number

  • Item number or SKU

  • Quantity ordered

  • Quantity received

  • Photographs of the shipment

  • Packing slip

  • Delivery receipt, when applicable

SultanSelect or the vendor may investigate inventory records, package weights, tracking information, and shipping documentation before approving a claim.

10. Customer Pickup

Orders approved for pickup must be collected during the stated pickup hours.

The person collecting the order may be required to provide:

  • Order confirmation

  • Business name

  • Identification

  • Vehicle information

  • Authorization from the account holder

The customer is responsible for securing and transporting pickup orders after release.

Orders not collected within the stated period may be canceled, returned to inventory, or charged storage or restocking fees.

11. Return Authorization Required

No return may be sent without prior written return authorization.

To request a return, contact SultanSelect or the applicable vendor and provide:

  • Order number

  • Product name and SKU

  • Quantity

  • Reason for return

  • Photographs when applicable

  • Lot number or expiration date when applicable

Unauthorized returns may be refused, disposed of, or returned to the sender at the customer’s expense.

12. Return Request Period

Unless a different period is shown on the product page or vendor terms, return requests for eligible products must be submitted within seven calendar days of delivery.

Approval is not guaranteed. Wholesale purchases may be subject to stricter return limitations than ordinary retail purchases.

13. Nonreturnable Products

The following products are generally nonreturnable unless they were shipped incorrectly, arrived damaged, or were confirmed defective:

  • Food and beverage products

  • Perishable or temperature-sensitive products

  • Opened, used, or partially used products

  • Products with broken seals

  • Health, beauty, hygiene, or personal-care items

  • Clearance, closeout, liquidation, or final-sale products

  • Custom, personalized, or special-order products

  • Products with limited shelf life

  • Products damaged after delivery

  • Products not in original packaging

  • Products missing labels, parts, accessories, or documentation

  • Regulated or age-restricted products

  • Products prohibited from resale or return by law

  • Items marked “nonreturnable” or “final sale”

14. Condition of Returned Products

Approved returns must be:

  • Unused

  • Unopened, when applicable

  • In original packaging

  • Complete with parts and accessories

  • Free from price stickers or customer labels

  • Properly packed for return transportation

  • Accompanied by the return authorization information

Products damaged during return shipping because of inadequate packaging may be denied credit.

15. Restocking Fees

Approved returns may be subject to a restocking fee of up to 25% of the product price, unless a different amount is disclosed before purchase.

A restocking fee will generally not apply when SultanSelect or the vendor verifies that:

  • The wrong item was shipped

  • The product arrived damaged

  • The product was materially defective

  • The shipment contained an accepted fulfillment error

16. Return Shipping Costs

Customers are generally responsible for return shipping when the return results from:

  • Ordering the wrong product

  • Ordering too much inventory

  • Customer preference

  • Inability to resell the product

  • Failure to verify specifications

  • Refusal of a correct shipment

  • An incorrect address supplied by the customer

SultanSelect or the applicable vendor may provide a label or arrange collection for an accepted shipping error, defective product, or verified damage claim.

17. Refused Shipments

Do not refuse a shipment unless instructed by SultanSelect or the applicable vendor.

A customer who refuses a valid shipment may be responsible for:

  • Original shipping charges

  • Return freight

  • Carrier redelivery charges

  • Storage charges

  • Restocking fees

  • Other costs caused by the refusal

18. Refunds and Account Credits

After an approved return is received and inspected, the applicable remedy may include:

  • Replacement

  • Account credit

  • Partial refund

  • Refund to the original payment method

  • Vendor-issued resolution

  • Manufacturer warranty claim

Original shipping, expedited shipping, handling charges, payment-processing costs, and return freight are generally nonrefundable unless required by law or the return resulted from an accepted error.

Allow a reasonable processing period after inspection. Banks and payment providers may require additional time to post a refund.

19. Order Cancellations

Cancellation requests should be submitted immediately.

An order cannot always be canceled after:

  • Vendor acceptance

  • Warehouse processing

  • Product allocation

  • Packing

  • Pickup by the carrier

  • Special-order procurement

Canceled orders may be subject to processing, restocking, vendor, payment, or freight charges already incurred.

20. Defective Products and Manufacturer Warranties

Some products may be covered by a manufacturer or vendor warranty.

Customers may be required to:

  • Contact the manufacturer

  • Provide serial or lot numbers

  • Submit photographs or video

  • Return the defective item

  • Follow troubleshooting procedures

  • Provide proof of purchase

SultanSelect does not create an additional warranty unless expressly stated in writing.

21. Chargebacks and Payment Disputes

Customers should contact SultanSelect before initiating a payment dispute so the matter can be investigated.

Submitting a chargeback does not eliminate obligations relating to valid orders, delivered goods, return requirements, or unpaid balances.

Fraudulent or abusive chargebacks may result in suspension or termination of the wholesale account.

22. Vendor-Specific Policies

A marketplace vendor may establish additional shipping and return conditions, provided they are disclosed through the listing, vendor page, quotation, invoice, checkout process, or written agreement.

When vendor-specific terms conflict with this general policy, the clearly disclosed vendor-specific terms may control for that vendor’s products.