May 24, 2022

Joom Logistics Shipment & Delivery Terms

Please read these Joom Logistics Shipment & Delivery Terms (“Terms”) carefully before continue using the services offered (“Services”) by Joom Logistics Limited. The Terms together with Terms of Service ( and terms, rules, requirements and restrictions provided in the Joom Help Center for Merchants available at (“Merchant Help Center”) set out the legally binding terms and conditions for your (“You”, “you”, “Merchant” or “merchant”) use of the websites at,, Joom mobile applications (“Site”) and all Services provided by SIA Joom (“Joom”) and Joom Logistics Limited (“JL”).

Terms set out the legally binding terms related to your use of specific couriers for shipment of items to certain countries and regulate other shipment requirements. By using the Services, you agree to be bound by these Terms, including those additional terms and conditions and policies referenced herein and/or available by hyperlinks.

By agreeing to these Terms, you undertake to follow any applicable requirements to shipment of items, including requirements and restrictions as to weight and size of items to be shipped, labels, packages and other requirements and restrictions provided in these Terms and available in the Merchant Help Center. You also agree to check regularly and familiarize yourself thoroughly with all updates and changes regarding such requirements and restrictions which are applied to you from the moment of acceptance of these Terms and, in case of any update, change or amendment of the information provided in the Merchant Help Center, from the moment of their publication in the Merchant Help Center. You will be notified on any updates and changes in the Merchant Help Center by notifications sent to you in the Merchant Help Center (on the page “News”) and via email at the email address specified by you at the moment of registration.

Delivery of the ordered items to customers in due time and manner is of significant importance and a high priority for Joom. For this purpose, you hereby undertake to follow any applicable rules and observe any restrictions provided in these Terms and available in the Merchant Help Center in order to ensure shipment of the ordered items to final customers. Taking this into account, you shall notify Joom immediately in case of any technical or other problem have with access to these Terms and to the Merchant Help Center or in case you cannot find any particular information which is referenced to in these Terms via the contacts specified in Section 14 below.

Joom reserves the right to change some or all the terms, conditions and policies of the Services, including those which are available in the Merchant Help Center at any time. When Joom launches new version of these Terms, the new version shall come into force as the Merchant press the button “Agree”. You log in or continue to use the Services, which means that you have read and accepted the revised and updated Terms. If Merchants do not agree to any alteration or updates of these Terms or other applicable terms, conditions and policies, they must terminate these Terms and stop using Services immediately. Unless separately stated, any new content that will expand the scope of the Services shall be subject to these Terms.

1. Shipper and Territory

Joom official logistics channel is called Joom Logistics.

You are required to ship all orders (excluding items specified in Section 2 of these Terms and items which do not meet requirements specified in Sections 3 and 7 of these Terms) via JL which are ordered from the countries in which JL operates (“Territory”). The list of such countries is provided separately in the Merchant Help Center.

2. Prohibited and Restricted Items

You must follow all the rules and restrictions of logistics companies and national post offices and shall comply with all applicable laws and regulations of places of shipment, transition and destination. Such rules and restrictions include, inter alia, requirements of the country of destination in relation to items which are prohibited from shipping to the country of destination and/or prohibited from selling or using in the country of destination, including those amendments or changes which may be introduced by relevant authorities in the future. You hereby undertake not to ship any such prohibited and restricted items via JL.

The following items cannot be shipped by JL in any case:

  • Items which are specified in the Section “Products Restricted on Joom” in the Merchant Help Center.
  • Items which are specified in the Terms of Service for Merchants as prohibited items and those which cannot be shipped to the country of destination according to the laws and regulations of such country.
  • Drugs, and items related with drug use.
  • Dangerous chemicals.
  • Items from/to/mentioning sanctioned countries (Cuba, Iran, North Korea, Syria, Sudan, Crimea Region, Luhansk Region, Donetsk Region), entities, and individuals.
  • Items the content, external form, transportation or storage of which violates a statutory prohibition or a prohibition by a public authority, in particular — but without limitation — regulations regarding export import or customs law of the countries of origin, destination or transit, or goods for which special equipment (e. g. for temperature-controlled goods), safety precautions or authorizations are required.
  • Items the content of which violates intellectual property rights, including forged, counterfeit or unlicensed copies of items (brand and trademark piracy).
  • Items containing live animals or human remains.
  • Weapons, especially firearms, or parts thereof, limitation weapons or ammunition.
  • Items which contain obscene or pornographic articles.
  • Materials can cause politically sensitive items.
  • Cash and all kinds of securities.

You hereby undertake to observe such restrictions as well as undertake not to send the prohibited items listed above via JL.

You agree that JL shall have the unrestricted right and power, which may be exercised in its sole and absolute discretion at any time and from time to time, to determine whether to decline shipping for any reason it may find justified.

If any of the above-mentioned items appear in the warehouse of the company which is responsible for package pick-up services in the country of dispatch of items or the warehouse of any logistic company responsible for shipment and delivery of them, such items will be returned to you at your own expense or destroyed without prior notification to you and without refund and/or compensation of any kind (if return is not possible due to operational restrictions of JL or a particular logistic company). In any case you hereby undertake to provide JL with any necessary assistance in order to cure the breach and agree to take immediate actions required by JL and/or its logistic partners. Payment for the order containing restricted and/or prohibited item will also be automatically deducted from the Merchant’s bill.

You hereby also undertake to fully indemnify and hold Joom and Joom Logistics Limited harmless for any losses, damages, costs, expenses (including reasonable legal fees) and liabilities which Joom and/or Joom Logistics Limited may incur as the result of or in connection with any suit, claim, proceeding or complaint caused by breach of any law, regulation or restrictions of the country of destination regarding selling or shipment of prohibited items.

3. Requirements to the Shipped Items

Items which can be shipped via JL shall satisfy certain requirements to weight and size of items, which may vary depending on countries of destination and means of transportation. Such requirements are available in the Merchant Help Center.

In case of shipment via JL of items that do not satisfy such requirements, JL shall have the unrestricted right and power, which may be exercised in its sole and absolute discretion at any time, to determine whether to decline shipment of such items.

There are certain types of items that are supported by online shipping (as defined below) with restrictions. Such items require special conditions for transportation, including a particular mode of transportation, or can only be shipped via certain logistic partners. You hereby undertake to provide full and correct data related to the items and confirm that shipped items are fully compliant with the data provided to JL prior to shipment.

You hereby undertake to correctly determine declared (customs) value for the items shipped via JL. In particular, you undertake not to lower the declared value intentionally in order to advantage from such undercharge somehow. To determine the declared value correctly, you shall take the item’s price offered to users on the Site plus logistics (shipping) costs applicable to the offline shipping method as the basis for declared value calculation. You also undertake to fully comply with any applicable customs regulations as to the determination of the declared value and shall hold Joom and Joom Logistics Limited harmless from any losses, damages, costs, expenses (including reasonable legal fees) and liabilities which Joom, Joom Logistics Limited and/or its logistics partners may incur as the result of incorrect determination of the declared value (including, but not limited to fines and penalties charged for intentional customs or tax duties evasion). Joom Logistics Limited reserves the right to determine the declared value for certain items by itself and at its sole discretion in order to provide its logistics partners and customs authorities with correct and reliable data for further customs and tax duties calculation and declaration.

4. Online Shipping

JL only supports online shipping.

“Online shipping” means that you obtain the labels and tracking numbers from the Merchant Help Center, print out the labels, adhere them to the packages, and then pass the packages to the company that is responsible for the pick-up service. Generated labels can be found in the Merchant Help Center.

To use online shipping, you should first set up the API. Links to introductions to the API settings are available below:

Online shipping is essential for JL operations. If you run into problems with setting it up, please contact our merchant support team at

Merchant shall be responsible for ensuring compliance with all applicable terms and conditions for the items, including but not limited to the pricing, quantity, specifications, quality standards, inspection, shipping etc.

JL may refuse to process or cancel, without liability for any losses or damages arising out of or in connection with such refusal or cancellation, any online transaction which in JL’s reasonable opinion has insufficient information to constitute a binding contract.

JL will not be responsible for the quality, safety, lawfulness or availability of the items or services offered under any online transaction. The Merchant agrees not to hold JL and its affiliates and agents liable for any losses, damages, claims, liabilities, costs or expenses arising from any online transactions, including any breach, partial performance or non-performance of the online transaction by the other party to the transaction.

5. Pick-up

Please contact the staff of the company that is responsible for the pick-up service directly and select the method of package collection. Contacts of the company responsible for pick-up services in a particular region/country are provided separately in the Merchant Help Center. You can:

  • Ship packages to the required company at your own expense; or
  • Apply for a package pick-up service.

Joom Logistics Limited will carry all costs incurred during the package pick-up service.

6. Shipping Methods and Associated Fees

JL supports three (3) shipping methods to Territory:

  • Non-registered Mail (“NRM”);
  • Simplified Registered Mail (“SRM”);
  • Registered Mail (“RM”).

Details on each of the shipping methods which are supported by JL are available in the Merchant Help Center. When the shipment is done via JL, the shipping method will be automatically determined by Joom’s system based an item’s price. This means Merchants don’t have to manually choose shipping methods for JL.

Fees which You will be charged with for using of each of the shipping methods are calculated based on the weight of the item to be shipped and their price. Information on such fees and the method of their calculation can be found in the Merchant Help Center.

7. Shipping Weight

Items must have the attribute “shipping weight”. You must provide the exact shipping weight for the package while providing shipping information.

The difference between the shipping weight given by the Merchant and the factual shipping weight of the package shall not be more than those specified in the Merchant Help Center or as otherwise instructed by JL or Joom. Inaccurate shipping weight may lead to additional logistics costs and extension in the delivery period, and in some cases, failure of delivery, and all this will have a negative impact on Merchant performance metrics. In addition to that, Joom and JL reserve the right to withhold any losses and amounts of compensation from the amount payable to you under these Terms or the Terms of Service.

8. Non-Delivery Insurance (NDI)

In case of non-delivery (within the term for delivery provided by or determined in accordance with the Joom Terms and Conditions for users) or damage of the items shipped via Joom Logistics by RM method, the Merchant will be compensated for such non-delivery or damage as follows:

  • The compensation will amount to either the declared value of the item determined in accordance with Section 3 of these Terms or to the amount payable to the Merchant for the item in accordance with these Terms, whichever is lower. The amount of compensation for each non-delivered or damaged item shall in no case exceed the maximum compensation (“Maximum Compensation”), which is USD 50 per order, for the smartphone category (as defined in the platform rules and the Joom Help Center) – USD 120 per order. The Maximum Compensation is determined by Joom and JL unilaterally and can be updated from time to time without prior notification to the Merchant. In case of any difference between the non-delivery insurance limits specified in these Terms and the limits specified in the platform rules and the Joom Help Center, the limits specified in the platform rules and the Joom Help Center shall prevail. For the avoidance of doubt, if the declared value and the amount payable to the Merchant are each higher than the Maximum Compensation, the Merchant will be entitled to the amount of the Maximum Compensation only.
  • The compensation amounts will be set off against the amounts payable to the Merchant in accordance with the Terms of Service for Merchants (in particular, cl. 6.10 of the Terms of Service for Merchants).

The order is subject to compensation due to non-delivery if:

  • the item is not delivered to the final recipient within the term for delivery as agreed with the user, and
  • the item is refunded to the user by Joom in accordance with the Joom Terms and Conditions for users.

For the avoidance of doubt, the Merchant will not be entitled to the compensation referred to in this Section in any of the following cases:

  • Late fulfilment (the item has been shipped later than prescribed by these Terms or the Terms of Service for Merchants).
  • The item has been returned or the return procedure has been initiated by the user in accordance with the applicable law, the Joom Terms and Conditions for users, or any other platform rules or policies applicable to the user.
  • The item has been confiscated, destroyed, or returned by the customs authorities on the route.
  • Any other breach of these Terms or the Terms of Service for Merchants occurred (including, inter alia, improper packaging of the item that caused damage to the item or other items, breach of the requirements to the type of shipping (online or offline) or fulfillment requirements).

The provisions of this Section shall apply without prejudice to any other provisions and rules applicable to the Merchant and can be changed, amended, or specified by Joom or JL unilaterally in the Joom Help Center.

9. Limitation of Liability

To the maximum extent permitted by law defined in Section 12 of these Terms, JL hereby expressly disclaims any and all warranties, express or implied, including but not limited, to, any warranties of condition, quality, durability, performance, accuracy, reliability, merchantability or fitness for a particular purpose. All such warranties, representations, conditions, and undertakings are hereby excluded.

To the maximum extent permitted by law defined in Section 12 of these Terms, JL makes no representations or warranties about the validity, accuracy, correctness, reliability, quality, stability, completeness or correctness of any information provided by it; JL does not represent or warrant that the manufacture, importation, export, distribution, offer, display, purchase, sale and/or use of items or services offered by it does not violate an third party rights; and JL makes no representations or warranties of any kind concerning any item or service offered by it.

In addition to that, Joom and JL reserve the right to withhold any amounts of compensations, penalties or any other kind of losses suffered due to your mistakes, inaccurate information, actions or omissions from the amount payable to you under these Terms or the Terms of Service applicable to you. If the amount payable is insufficient for coverage of such losses, the outstanding amount will be withheld in the next reporting periods or Joom and/or JL may request you to pay out any such outstanding amounts. In the latter case, you are obliged to compensate the outstanding amounts within 14 calendar days from the moment of receipt of the relevant request. The request sent by email shall be considered as received by you on the day following the day when the request is sent.

10. Force Majeure

Under no circumstances shall JL be held liable for any delay or failure of shipping resulting directly or indirectly from acts of nature, forces or causes beyond our reasonable control, including without limitation, internet failures, computer, telecommunications or any other equipment failures, electrical power failures, strikes, labor disputes, riots, insurrections, civil disturbances, shortages of labor or materials, fires, flood, storms, explosions, acts of God, war, governmental actions, orders of domestic or foreign courts or tribunals or non-performance of third parties.

11. Change of Terms

JL reserves the right, at its sole and absolute discretion, to update, change or replace any part of these Terms and any information in the Merchant Help Center at any time, so please review the Terms and check the Merchant Help Center frequently. If JL makes a material change, JL will notify you here, by email, by means of a notice on our home page, or other places JL deems appropriate. What constitutes a “material change” will be determined at JL’s sole discretion, in good faith, and using common sense and reasonable judgment. In case of such material change, the updated Terms shall be applied from the moment of notification about such change, update or replacement.

12. Governing Law

These Terms shall in all respects be interpreted and governed by the laws of England and Wales.

13. Dispute Resolution

Any dispute arising out of or in connection with this Terms, including any question regarding its existence, validity or termination, shall be referred to and finally resolved by arbitration under the LCIA Rules, which Rules are deemed to be incorporated by reference into this clause. The number of arbitrators shall be one. The seat, or legal place, of arbitration shall be London. The language to be used in the arbitral proceedings shall be English.

14. Miscellaneous

The headings contained in these Terms are for the convenience of the parties and for reference purposes only and shall not affect in any way the meaning or interpretation of the Terms.

If you need JL’s subcontract information in the specific region contact information, the information about the prohibited items or you have other questions about JL, please contact us at

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