Where our responsibility ends

FulfillDock by SBT is a logistics and fulfillment provider, not the seller of record. We receive your inventory in China, prepare it, and dispatch it to the buyer you specify. Once a parcel is delivered to that buyer, the sale itself — including whether you accept the item back, refund it, or exchange it — is your decision as the merchant, and is governed by the policy of the marketplace or storefront you sell through, not by us.

Our overseas warehouses are not return points

Our overseas stations — Los Angeles and New York in the United States, plus Germany, the United Kingdom and Japan — hold pre-positioned inventory, dispatch local orders, and allow an order to be re-routed between channels when a lane slows down. They do not receive consumer returns. A returned parcel is not collected, inspected, graded, refurbished, or restocked at any overseas location we operate, and we do not sell such a service.

If your business needs in-country return acceptance, that has to be arranged with a domestic processor, the marketplace's own returns programme, or a return address you control. We will tell you before you commit stock which option a given lane supports; this page is not a quotation for a returns service.

What we do handle

• Pre-dispatch inspection. Quality checks are performed in China before an order leaves the warehouse, including the FBA prep steps (labelling, polybagging, bundling) and photo documentation where your scope includes them.
• Undeliverable and refused parcels. Where a delivery attempt fails, the carrier's own return-to-origin process applies to that shipment. We track the exception, tell you what the carrier will do with the unit, and agree the next step with you before the unit is moved.
• Exceptions and escalation. Two-hour initial response and a 24-hour resolution target on exceptions, through a single dedicated English-speaking account manager, with escalation above the frontline contact when an issue stalls.
• Cargo cover. Insurance can be arranged on your behalf against declared value. The premium is quoted separately from transport, and any payment follows the insurer's terms, excesses and exclusions — we are not the underwriter and do not indemnify.

Refunds of our own charges

A refund from us can only concern charges we billed: a service line that was invoiced but not performed, or a duplicated charge. Freight that has moved, storage already occupied, and labelling or packing already applied are work that has been done and is not refundable, regardless of what the buyer later decides to do with the goods. Send the order number and the specific line item, and we will reconcile against our records before anything else is discussed.

Telling a buyer about returns

Your customer-facing returns promise should describe what you and your marketplace can actually do in the destination country, not what a China-based forwarder has been described as doing on the internet. If a page you are reading — including ours — implies that returned goods are taken in abroad, that page is wrong and this statement takes precedence.