Global Fulfilment Guide

Shipping & Delivery

Find everything you need to know about international delivery destinations, supplier shipping costs, live order tracking, customs duties, and dispatch policies.

Worldwide Dispatch

Fast, reliable global shipping from verified supplier warehouses.

Live Order Tracking

Milestone tracking updates from dispatch to doorstep in your account.

Multi-Vendor Fulfilment

Products from different suppliers are shipped independently with separate tracking.

Buyer Protection

Guaranteed marketplace assistance if shipments are lost or delayed.

Have an active order in transit?

View live courier tracking numbers, dispatch dates, and supplier messages in one place.

Track My Orders Supplier Chat Contact Support

#1• Destinations & RatesGlobal Hubs

Where do you deliver?

Official Answer

Delivery destinations depend on the supplier and product. Available destinations will be shown before checkout.

Key Guidance & Insights:

Each supplier defines the international and domestic territories they service.
Enter your delivery address at checkout to confirm available courier services and destination eligibility.
If a supplier does not ship to your destination, an alert will be clearly indicated before payment.

#2• Destinations & RatesTransparent Fees

How much does shipping cost?

Official Answer

Shipping costs are set by the supplier and will be displayed before you complete your order.

Key Guidance & Insights:

Shipping rates depend on package weight, parcel dimensions, destination distance, and selected courier tier.
Exact freight charges are calculated and displayed in your order summary before you confirm payment.
No surprise handling or shipping surcharges added after order placement.

#3• Timelines & TrackingEstimated Dates

How long does delivery take?

Official Answer

Estimated delivery times are shown for each order and may vary depending on the supplier and destination.

Key Guidance & Insights:

Estimated delivery windows appear on the product page and during checkout.
Timelines account for supplier order preparation, dispatch time, customs clearance, and courier transit.
International transit typically ranges between 5 to 15 business days depending on origin and destination.

#4• Timelines & TrackingLive Milestones

How can I track my order?

Official Answer

Key Guidance & Insights:

Live tracking updates and courier tracking numbers are updated automatically under "My Orders".
Receive email milestone notifications when your order is packed, dispatched, in-transit, and delivered.
Direct carrier links allow you to check customs clearance status in real time.

Go to Track Order

#5• Supplier FulfilmentDirect Fulfilment

Who is responsible for shipping my order?

Official Answer

The supplier is responsible for preparing and shipping your order.

Key Guidance & Insights:

Verified suppliers manage direct packaging, quality inspection, and carrier handover from their facilities.
Suppliers are obligated under marketplace agreements to dispatch orders within agreed processing windows.
Sathun Global oversees compliance and facilitates dispute mediation if dispatch guidelines are not met.

#6• Supplier FulfilmentIndependent Packages

Can products from different suppliers arrive separately?

Official Answer

Yes. Products purchased from different suppliers may be shipped and delivered separately.

Key Guidance & Insights:

Items from multiple vendors dispatch from different geographical hubs and warehouses.
Each supplier package generates its own distinct tracking code and delivery timeline.
You can monitor the individual delivery progress of each supplier package in your order history.

#7• Delays & SupportDirect Resolution

What happens if my order is delayed?

Official Answer

Check your tracking information or contact the supplier through your account for an update.

Key Guidance & Insights:

Delays can occasionally occur due to weather anomalies, peak holiday volumes, or customs checks.
Use the integrated Chat feature in your account to message the supplier directly for an immediate update.
Suppliers are required to reply to buyer inquiries within 2 business days.

Message Supplier via Chat

#8• Delays & SupportBuyer Protection

What happens if my order does not arrive?

Official Answer

Contact the supplier through your account. If the issue is not resolved, you can contact Sathun Global Support.

Key Guidance & Insights:

First step: Message the supplier via your account to check courier transit records.
If the supplier fails to resolve the issue or the package is confirmed lost in transit, Sathun Global Support will intervene.
Eligible unfulfilled or lost shipments qualify for full refund or replacement under our buyer guarantee.

Contact Sathun Global Support

#9• Destinations & RatesCustoms & Import

Who is responsible for customs duties and import taxes?

Official Answer

Any applicable customs duties or import taxes are generally the buyer’s responsibility unless otherwise stated at checkout.

Key Guidance & Insights:

Cross-border consignments may be subject to local customs duties, excise, or import VAT levied by destination authorities.
Check the checkout details to verify whether duties are prepaid (DDP) or payable upon arrival (DDU).
The recipient is responsible for complying with local import regulations and customs fee settlements.

#10• Delays & SupportPre-Shipment Only

Can I change my delivery address after placing an order?

Official Answer

You can request a change before the order is shipped. Once shipped, changing the delivery address may not be possible.

Key Guidance & Insights:

If you notice an address error, message the supplier immediately via the Chat tab before processing begins.
Once a parcel is handed over to the courier and a tracking label is generated, addresses cannot be rerouted.
Always double-check your recipient name, street address, and contact number prior to confirming checkout.

Manage Orders

Global Order Assistance

Need help with a package or delivery issue?

Our support team and verified supplier network are here to help resolve delayed parcels, tracking questions, or transit inquiries.

Track Order Contact Support Delivery Terms

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