Fulfilled by Faire

Applicable for merchants who only ship from the TPP's US, Canada, or Mexico fulfillment centers (to destinations within the US or Canada): If the TPP flags a SKU as being a possible DG/HAZMAT product, you must provide additional information before the TPP can receive, store, or ship the SKU. Continue with the Applicable for merchants who only ship from the TPP's US, Canada, or Mexico fulfillment centers (to destinations within the US or Canada): Configuring Products as DG/HAZMAT in the Product Catalog Page section below.

You are required by law to identify your DG/HAZMAT products so they can be stored and shipped safely. You can manage your DG/HAZMAT products from the product details page.

From the dashboard:

1. Click Products on the left-hand navigation bar. You will be redirected to the Product Catalog page.
2. Locate the product you need to classify as DG/HAZMAT. You can do this by using the search bar or by using the filters (e.g., Active, Inactive, Digital, etc.) on the Product Catalog page. You will be redirected to the product details page.
3. Check the box next to This is classified as a hazmat good (located under the Fulfilment Information tile).
4. Attach the product’s SDS by dragging and dropping the file or selecting click here to browse. The file must be formatted as a PDF and cannot be larger than 50 MB.
5. Click Save (located in the Unsaved Changes banner at the top of the page). You'll receive a success message.

Applicable for merchants who only ship from the TPP's US, Canada, or Mexico fulfillment centers (to destinations within the US or Canada): Configuring Products as DG/HAZMAT in the Product Catalog Page

You are required by law to identify your DG/HAZMAT products so they can be stored and shipped safely. You can manage your DG/HAZMAT products from the Product Catalog page or the product details page.

Important: If the TPP flags a SKU as being a possible DG/HAZMAT product, you must provide additional information before the TPP can receive, store, or ship the SKU. Your products will be delayed (and potentially quarantined) until you provide the required information.

Configuring Products as DG/HAZMAT Using the Product Catalog Page

The dashboard will automatically identify products that could potentially be classified as DG/HAZMAT.

A red banner will appear at the top of the Product Catalog page if the TPP dashboard identifies a product that could potentially be DG/HAZMAT (but isn’t classified as such or the SDS is missing from the product details page).

From the dashboard:

1. Click Products on the left-hand navigation bar.
   You will be redirected to the Product Catalog page.
2. Click the Review Products button (located within the red banner).
   A filter will be applied to your Product Catalog page. Each product will have one of the following statuses under the Hazmat Goods column: Potential Hazmat Good, SDS Missing, SDS Processing, SDS Error, or Additional Information Required.
3. Click Review under the Actions column.
   Additional menu options will appear.
4. Select Review product.
   A pop-up window will appear to the right. The options displayed will depend on the product’s status (located under the Hazmat Goods column).
5. Follow the on-screen directions.
   a. Potential Hazmat Good: Based on the product’s name or description, the dashboard has flagged this product as potentially being a DG/HAZMAT product. To resolve this status:
   i. Click Yes or No under Is this product a hazmat good?.
   ii. Click the Update Product Information button.
   b. SDS Missing: The product was classified as DG/HAZMAT on the product details page, but you have yet to provide the SDS for the product. To resolve this status:
   i. Click within the box next to Safety Data Sheet (SDS).
   ii. Locate and attach the product’s SDS.
   iii. Input the product’s net weight in pounds in the textbox next to Net Weight (lb).
   iv. Input the product’s volume in fluid ounce in the textbox next to Net Volume (fl oz).
   v. Select Yes or No using the drop-down options next to Is Container Metal?.
   c. SDS Processing: The SDS has been uploaded and is being processed to extract the necessary data.
   i. No further action is required at this time.
   d. SDS Error: The SDS processing is complete, but some fields are either missing or have inaccurate data. To resolve this status:
   i. Review the information that was missing or inaccurate (located under the Previously Submitted Safety Data Sheet (SDS) section.
   ii. Click within the box next to Safety Data Sheet (SDS).
   iii. Locate and attach the product’s SDS.
   iv. Click the Update and Submit SDS button.
   e. Additional Information Required: The TPP required additional information that is not found on the product's SDS (for example, the charge state percentage for products containing batteries). To resolve this status:
   i. Provide the requested information.
   ii. Click Update Product Information.

Configuring Products as DG/HAZMAT Using the Product Details Page (applicable for merchants who only ship from the TPP's US, Canada, or Mexico fulfillment centers (to destinations within the US or Canada)

From the dashboard:

1. Click Products on the left-hand navigation bar.
   You will be redirected to the Product Catalog page.
2. Locate the product you need to classify as DG/HAZMAT.
   You can do this by using the search bar or by using the filters (e.g., Active, Inactive, Digital, etc.) on the Product Catalog page.
   You will be redirected to the product details page.
3. Locate the Fulfillment Information tile.
   Check the box next to This is classified as a hazmat good. This will automatically check off the box next to This needs a Safety Data Sheet (SDS).

Additional notes:

Based on the product’s Category, a red banner may appear if the TPP flags a product as potentially being a HAZMAT/DG product. To resolve the banner message, click the Review Product Details button. Continue with the steps under the Configuring Products as DG/HAZMAT Using the Product Catalog Page section for more insight.

Applying Stickers to Inventory Items

You can ask for stickers to be applied to your inventory items. For more information, please contact us at fbfsupport@faire.com

If you want us to add sticker labels to your items, attach a PDF file to your FBA order or PNG for a kitting request with 30 labels per 8.5 x 11 sheet of paper (each individual sticker 2 5/8 x 1). Our teams will carry sticker sheets in this format and will print and apply the stickers.

Pricing: See Schedule 3 of the Partner Agreement.

Prop 65

Proposition 65 requires businesses shipping to California to have warning labels on the retail packaging of products that are included on the Proposition 65 List of chemicals that cause cancer, congenital disabilities, or other reproductive harm.

Failure to comply with the requirements of Proposition 65 can result in fines and lawsuits against your company. It's very important that you understand the law's requirements and take action to comply with them.

What is a Prop 65 Label?

A sticker that serves as a warning label and is applied to each individual product as required by California law.

Important: The photo above is provided for example purposes. You must ensure the Prop 65 labels you provide meet the requirements per the state of California: https://oehha.ca.gov/proposition-65

Pricing

The TPP does not charge a stickering fee to have us physically apply the Proposition 65 labels that you provide to us to apply to relevant products during the B2C order fulfillment process. If your SKU(s) require Proposition 65 labels to be applied by the TPP, you will only see order fulfillment costs (shipping label, picking fees, surcharges, etc.) and storage fees (to store your products and Proposition 65 labels).

Additional notes:

• You (the merchant) must provide the required Proposition 65 labels and store them in each TPP fulfillment center where the relevant SKUs are stored.
• This means you will see storage fees for each TPP fulfillment center where your Proposition 65 labels are located.
• All Proposition 65 labels must be individually cut (which aids in the picking process).
• De-kitting work orders are required if your Proposition 65 labels are not individually cut.
• Click here to learn how to submit a de-kitting work order in your dashboard

Requesting TPP to Apply Proposition 65 Labels

To request that the TPP apply Proposition 65 labels for your B2C orders that are destined to California, USA, you must update the product details page for the SKU(s) that require Proposition 65 labels to be applied, as well as the SKU that represents the physical Proposition 65 labels that will be stored in the fulfillment center.

Once each product is updated on the product details page, the TPP will automatically place Proposition 65 labels on your products when fulfilling orders with an end destination of California, USA.

From the dashboard:

1. Click Products on the left-hand navigation bar. You will be redirected.
2. Click the relevant product name under the Name column. You will be redirected.
3. Click on the relevant Inventory ID. You will be redirected to the product details page. Your next steps will depend on whether you are configuring a SKU to require Proposition 65 label application or if the SKU is the Proposition 65 label that must be applied to relevant products.

To configure a SKU to require Proposition 65 labels:

1. Scroll down to the Fulfillment Information panel.
2. Click the option next to This requires a Prop 65 Label.
3. Click the Save button. You will receive a success message.

To configure a SKU as a Proposition 65 label:

1. Select Packaging Material using the drop-down options under Product Category (located under the Product Overview section). A Product Sub-Category will appear.
2. Select Prop 65 Label using the drop-down options under Product Sub-Category.
3. Click the Save button. You will receive a success message.

Additional notes:

• The TPP applies Proposition 65 labels when fulfilling all B2C orders, including manual/excel orders, developer API orders, and edited orders.
• Please ensure your products are configured to require Proposition 65 labels before we fulfill any that are destined for California, USA.
  • The TPP can't guarantee that we will be able to apply the label to orders that are already in the Processing status before the SKU(s) are configured to require Proposition 65 labels in your dashboard.

This article includes a general description of some aspects of California Proposition 65 and an explanation of how the TPP might perform certain tasks related to Proposition 65. The information included in this article is not legal advice and it should not be a substitute for the advice from your attorney. You should consult with your attorney to obtain advice about how Proposition 65 may apply to your products and your business.

Battery Policy

The TPP must approve all products containing batteries to ensure that we can properly store and ship your inventory. If products containing batteries are sent to the TPP without proper approval, or if your products do not meet the requirements specified in this Help Center article, then the products will be returned to you at your cost or disposed of (at your cost) if the TPP cannot safely ship the products back to you.

Note: Click here to read more about prohibited and restricted items policy.

Battery Requirements by Type (lithium ion, lithium metal, dry cell alkaline)

Products containing batteries that fall within the weight, watt-hours, and quantities listed below can generally be shipped domestically in the US with any carrier service.

Note: Even if your products containing batteries meet the criteria outlined below, your products are still subject to the TPP’s approval. You must follow the processes under the Battery Vetting section to receive written approval that the TPP can store and ship your products containing batteries.

Lithium-Ion Battery Requirements

The battery is installed in the device and falls under the below regulation:

• UN 3481, PI967 Section II, Lithium-Ion batteries/cells
• Cells equal to or less than 20Wh
• Batteries equal to or less than 100Wh
• Each product falls under one of the below quantity and weight limits:
  • The product contains 1-2 batteries, and the total weight of the batteries is less than 11 pounds (4.8 kg).
  • The product contains more than two batteries, all batteries within the device must be button cells (also referred to as coin cells), and the products, when packed for an order, cannot exceed 5.5 pounds (2.4 kg).
• The product can be stored at room temperature.
• The product does not require special handling equipment.

Lithium Metal Battery Requirements

The battery is installed in the device and falls under the below regulation:

• UN 3091, PI970 Section II, Lithium Metal batteries/cells
• Cells equal to or less than 1g
• Batteries equal to or less than 2g
• Each product falls under one of the below quantity and weight limits:
  • The product contains 1-2 batteries, and the total weight of the batteries is less than 11 pounds (4.8 kg).
  • The product contains more than two batteries, all batteries within the device must be button cells (also referred to as coin cells), and the products, when packed for an order, cannot exceed 5.5 pounds (2.4 kg).
• The product can be stored at room temperature.
• The product does not require special handling equipment.

Dry Cell Alkaline Batteries (AA/AAA/C/D) (Including alkali-manganese, zinc-carbon, nickel cadmium, and nickel metal)

• Each battery is less than 9 volts.
• The battery falls under one of the following categories:
  • The battery terminal is packed with the device, and the battery terminals are surrounded by hard plastic wrap.
  • The battery is contained within the device, and there is a pull tab to deactivate batteries from a complete circuit.
• The product can be stored at room temperature.
• The product does not require special handling equipment.

Continue with the steps under the Battery Vetting section to confirm if the TPP can ship your products, regardless of whether your products meet the watt-hour, quantity, or weight restrictions listed above, as the TPP may still be able to support your products with additional restrictions and requirements.

Battery Vetting

To determine whether the TPP can accept your products containing lithium-ion batteries, lithium metal batteries, or dry cell alkaline batteries (AA/AAA/C/D), you must send a copy of the product’s MSDS sheet to fbfsupport@faire.com

Additional notes:

• When emailing support to determine whether we can ship your lithium batteries, you must provide a UN test. The MSDS sheet provided cannot be expired.
• If the TPP confirms that we can ship your products containing batteries, written confirmation will be provided, including the maximum number of batteries that can be shipped per order.
• In most cases, products containing batteries are limited to two products per order.
• Please contact fbfsupport@faire.com to enable rules on your dashboard to prevent orders from containing more than the communicated maximum number of products per order.
• You must configure the packaging type to box for all products containing batteries.

Click here to learn how to update the packaging preferences of your products containing batteries

Sending Batteries to the TPP (Inbound WRO Process)

Once you have received written approval from the TPP that we can store and ship your product(s) containing batteries, you must ensure that your products are properly shipped to the TPP by following the guidelines below.

• The products must be completely enclosed in inner packaging and then placed in a strong and rigid outer packaging.
• The products must be secured against any movement within the outer packaging and must be equipped with an effective means of preventing accidental activation.
• (If applicable) The required lithium battery labels must be on the outside packaging of all inbound shipments to the TPP that contain products with lithium batteries.
• All inbound shipments must be in accordance with ICAO/IATA, as well as with applicable conditions and limitations of 49 CFR.

TPP's Turnaround Times, Policies, and SLAs

Schedule an appointment: We require all inventory drop-offs and pick-ups to have pre-scheduled appointments. To schedule an appointment, contact us at fbfsupport@faire.com or schedule 48 hours in advance directly through OpenDock.

Receiving Inventory via a Warehouse Receiving Order (WRO)

• SLA: 3 business days after the WRO is marked as Arrived
• The WRO will be moved to the Arrived status in the dashboard within 1 business day from when a package is delivered (per the carrier’s tracking) to the TPP.
• Due to their size, floor-loaded containers take up to 2 business days to unload and mark as Arrived.
• Once a WRO is marked as Arrived in the dashboard, it will be counted and stowed within 3 business days.

Note: Inventory that arrives without a WRO attached or does not match the WRO will be put into on-hold receiving as an unidentified receiving order (URO) until your company links a corresponding WRO in the dashboard.

Container Drop off/Pick up

• SLA: Container can be picked up 2 business days after the initial appointment time with no additional appointment required.
• If a container shows up early, ahead of its scheduled appointment on the same day the SLA does not start until your appointment time is selected.
• For example, if a container appointment is set for 11 am local time, and the container actually arrives at 10 am local time. The SLA will not start until the scheduled appointment time at 11 am local time.

Note: You (the merchant) are responsible for any fees related to holding the container until it is unloaded (48 hours after the scheduled appointment time)

On-Hold Receiving (URO)

• SLA: 3 business days
• Inventory will be stocked within 3 business days from the time the WRO is attached.

Returns

• SLA: 10 business days
• The SLA for returns begins once the order is delivered to the TPP fulfillment center (per the carrier tracking).
• Click here to read more about returns.

Shipping B2C Orders

SLA: Same business day or the next business day (once the order is in the Processing status), depending on the time the order is imported into the dashboard

The TPP's order SLAs only take into account the business week (Monday through Friday) and will depend on the time the order was created in or imported into the dashboard (based on the local time of the fulfillment center as outlined below)

Fulfillment Center(s)	B2C Order Fulfillment SLA Cutoff
Australia, Canada, and EU (Netherlands)	12:00 pm local time
Birmingham, Manchester, & Wellesbourne (UK)	6:00 pm GMT
United States	2:00 pm local time

B2B/Wholesale Orders or FBA

• SLA: 4 business days (once the order is in the Processing status)

Pick Up Orders

• SLA: 4 business days (once the order is in the Processing status)
• Click here to read more about pick up orders.

Processing Claims

• SLA: 3-5 business days
• Click here to read more about parcel claims.

Kitting Orders

• SLA: For kitting requests of up to 500 total kits, the SLA is 4 business days (once the order is in the Processing status).

De-Kitting Orders

• SLA: 4 business days (once the order is in the Processing status)
• Click here to read more about de-kitting orders.

Case Breakdown Requests

• SLA: 5 business days (once the order is in the Processing status)
• Click here to read more about case breakdown work orders.

Disposal of Inventory

• SLA: 10 business days (once the order is in the Processing status)
• Click here to read more about disposal work orders.

Inventory Depletions (external inventory transfers that are greater than 50 percent of your inventory)

• SLA: 10 business days (once the order is in the Processing status)

Donation Work Order

• SLA: 10 business days (once the order is in the Processing status)
• Click here to read more about donation work orders.

Unidentified Receiving Order Policy

On-Hold Receiving (URO): Pricing, Troubleshooting, & SLA

Warehouse Receiving Orders (WROs) allow the TPP’s to know which products are being sent to our fulfillment center(s), providing us with information such as each item’s name, inventory ID, lot numbers/expiration dates, and the total units of each item being sent to us. Every box/pallet that arrives at the TPP's fulfillment center must have a Warehouse Receiving Order (WRO) or associated tracking number. Learn how to create and attach a WRO correctly here.

When incoming shipments cannot be received within our usual turnaround time due to missing/inaccurate information, we will hold the receiving process and move the boxes/pallets to an on-hold receiving status. This will create an Unidentified Receiving Order (URO), which will be assigned a URO Tag number.

Important: The TPP will dispose of any un-linked URO automatically after 90 days.

SLA: Once the WRO is linked to the URO ID, your inventory will be received within 3 business days.

Receiving Overage & URO Process for TPP Fulfillment Centers That Don’t Use Hubs

Note: This applies to all fulfillment centers in Europe, the UK, Canada, and Australia, and select US locations that do not follow the hub process outlined here

When incoming shipments cannot be received within our usual turnaround time due to missing/inaccurate information, we will pause the receiving process and create an unidentified receiving order (URO) in your dashboard (which will appear on the On Hold Receiving page).

There are several reasons your dashboard can acquire UROs:

• Box(es)/pallet(s) arrive at the fulfillment center without WRO information or associated tracking number.
• Additional items were in the box/pallet that were not stated on the WRO.
  • If the quantity of any SKU received at our fulfillment center is either 10% greater or at least 25 units over the expected quantity you submitted in the WRO, the TPP's will create a URO in your dashboard for the excess inventory.
    • If you’ve already submitted a WRO that the TPP hasn't received yet, and you've since found out that the incoming shipment will contain a greater quantity of units than expected, we recommend trying to edit that WRO if it qualifies per the criteria outlined here
      • If you are unable to edit the WRO, please create another WRO, and keep an eye on your email and/or the dashboard for the unidentified receiving order (URO) as soon as it is created in your dashboard (which will occur after the shipment arrives). Once created in your dashboard, the URO Reason will be “WRO Overage.”
  • To resolve UROs with the Reason of “WRO Overage,” you must create a new WRO for the SKU(s) and units (as specified on the URO in your dashboard, and link the new WRO to the URO.
  • Click here to learn more about linking WROs to UROs in your dashboard
  • For example, in a WRO you indicated that 500 units of a SKU would be received, but at receiving, we counted 525 units (or more). Since the WRO didn’t include the additional 25 units, we will require you to create a new WRO for the excess quantity.
• Return orders that contain 10 or more units of the same SKU and are not properly marked with the RMA number on the outside packaging, or contain items that are not part of the return order, arrive at the fulfillment center.
  • If the return order contains fewer than 10 units of the same SKU and is not properly marked with the RMA number on the outside packaging, the return will be disposed of.
  • TPPs are not liable for returns disposed of due to missing identification. Box(es)/pallet(s) arrive at the fulfillment center with the wrong barcode.
• Items marked as digital or are merged in the dashboard are part of a WRO.
• A box has already been received (in other words, the same label is used on multiple boxes).
• Multiple SKUs in the same box are very similar in appearance and are not barcoded upon arrival at the fulfillment center.
• Boxes/pallets arrive after a WRO is already completed.
• All WROs will be marked as complete 28 days after the first box/pallet is delivered to the fulfillment center (even if all the boxes/pallets have yet to arrive).
• Any box/pallet delivered after the WRO is complete will go through the on-hold receiving process.

Receiving Overage & URO Process for Hub Locations

Note: This applies to hub locations (in the US) that follow the hub process outlined here

Since the TPP introduced the use of hubs for most regions of the US, they have adjusted their typical unidentified receiving order (URO) process that they use in their other fulfillment centers. For locations that use hubs, the TPP will create a WRO on your behalf (for select scenarios below), instead of creating UROs in your dashboard.

Note: If the TPP cannot create a WRO on your behalf, UROs will be created for your account.

When the TPP at a Hub Site Will Create a WRO in Your Dashboard

• The TPP received approval from your MSM/MSS (if you have one).
  • For any inbound issues that are complex or fall outside the scenarios included on this list, the TPP will connect with your MSM/MSS.
  • If you do not have an MSM/MSS, then the TPP will URO the SKU(s).
• The TPP closed your original WRO by mistake.
• There was a WRO overage.
  • As long as the TPP can identify which SKU the product(s) belong to, they will be checked in with the WRO that the physical units were delivered with.
• The WRO is in the Canceled or Receiving Completed status.
  • As long as the TPP can identify which SKU the product(s) belong to, they will create a WRO on your behalf to receive the products.
• Inventory delivered was not on the original WRO.
  • As long as the TPP can identify which SKU the product(s) belong to, they will create a WRO on your behalf.
• Lot numbers/expiration dates are incorrect on the WRO.
  • The TPP will create a WRO that reflects the lot numbers and expiration dates that are printed on the products received in the WRO.
• There were incorrect barcodes on the products.
  • In most scenarios, the TPP will URO the product if there are issues with the product’s barcode.
  • The TPP will move forward with the WRO if the products we received from your WRO have a barcode printed on them, but we do not have a barcode recorded for the product in the dashboard.
    • You can update this information in your dashboard to ensure barcodes are scanned when the TPP picks the product for orders.

Click here to read more

Resolve UROs

If your inbound inventory receives a URO, you will be notified via email, and you can view the URO using the On Hold Receiving page in your dashboard.

Note: If our fulfillment center cannot identify the account that the inventory belongs to, the process of linking the box/pallet to the account will take longer, which affects processing time and the fees applied.

From your dashboard:

1. Click Receiving. Additional menu options will appear.
2. Select On Hold Receiving. You will be redirected to the On Hold Receiving page.

3. Review the URO to ensure the inventory belongs to your company.

   a. Click View Photos under the Label Photos and Item Photo columns to review the inventory in question.
   b. Click View Comments to review additional insight from the fulfillment center.
4. (Applicable only if the inventory does not belong to your company) Click Not Me, located under the Action column.
   a. Clicking Not Me when the inventory belongs to your company will result in the URO being linked to your On-Hold Receiving page again.
   b. If the inventory belongs to your company, you must link an existing WRO in the AWAITING ARRIVAL status or a new WRO to the URO.
   c. Note: If you are unsure what is needed to resolve the URO, please use the chat feature in your dashboard or contact fbfsupport@faire.com
5. From the On Hold Receiving page: Click Link WRO (located under the Action column) next to the desired URO. A pop-up window will appear.
6. Input the WRO # associated with the inventory using the Enter WRO # textbox.
   a. You can use one WRO to resolve multiple UROs as long as the WRO is configured to have multiple boxes/pallets (as specified during Step 4 of the WRO creation process).
7. Input the box/pallet number associated with the inventory using Enter Box/Pallet # textbox.
   a. The box/pallet number provided must be in the AWAITING status (located under the Current Box Status column under Box/Pallet Details)
   b. If you are linking one WRO to resolve multiple UROs, you must input a different box/pallet number for each URO. For instance, in the example screenshotted below, you could link WRO 321600 to 4 separate UROs since it consists of 4 boxes.
8. Click Save. You will receive a success message, and the WRO ID will appear under the Action column.

Once a WRO is linked to the URO, it will be removed from the On Hold Receiving page within 24 hours, and you can track the stowing process of the inventory using the WRO details page.

Important: Editing a WRO will unlink it from any UROs. If you edit a WRO once it is linked to a URO, you must follow Steps 5-8 above to relink the WRO. Failure to do so will result in additional URO fees.

Operations Error Policy

We are offering the FbF program in partnership with a TPP. Please direct any operational issues to fbfsupport@faire.com

We want to ensure that we provide a remedy for errors that occur and come to a swift resolution.

To continue reducing our error rate, we need your help in bringing specific errors to our team's attention. With accurate error reporting, we can implement measures to prevent them going forward.

Important: The TPP can only correct operations errors within 90 days from the date of the transaction (i.e., from the date the order was shipped or from when the inventory is lost/damaged).

Information Required by FbF to work with the TPP in order to Submit Operational Errors

Before alerting us of an error, please be sure to have the following information ready:

• The affected shipment ID(s) from the dashboard
• A description of the error that occurred
• The most up-to-date manufacturing invoice for the affected inventory ID(s)
  • Manufacturing invoices must include the following:
    • The manufacturer's name
    • A bill addressed to your company's name
    • An invoice number
    • A date
    • A product name or description
    • The quantity ordered
    • The price per unit
• If you manufacture your own products, you will be required to provide an invoice that is aligned with your cost of goods. With that in mind, the following will not be accepted as a valid invoice:
  • Invoices billed to the TPP
  • Excel files
  • Tampered invoices
  • Customer invoices

• Any information disclosed by you in connection with providing this information shall be deemed your Confidential Information.

Submitting Operational Errors

The method to submit the operational error will depend on the type of error that occurred:

• For Picking Errors: Please contact fbfsupport@faire.com
• For Packaging, Order Swap, Lost Inventory (within the fulfillment center and during inventory transfer), and Damaged Inventory (within the fulfillment center): Please contact fbfsupport@faire.com

Continue below to review what is covered for confirmed TPP Operational errors.

Note: The TPP does not cover the cost to ship goods to our fulfillment centers. For confirmed operational errors, our policies do not cover the cost of taxes or duties/customs.

Picking Error

There are instances when the TPP may make an error while picking a product (either shipping too many units of a SKU or the incorrect SKU).

Important: The TPP can only generate return labels for US domestic orders. If the order was not shipped within the domestic US, we can credit your account for the carrier label purchased to return the incorrect product(s) with a valid invoice or the manufacturing cost of the lost product(s) — whichever cost is lower.

If the TPP makes an error by shipping the incorrect product or too many units of a product, you can choose from the following options:

• For domestic orders originating from Canada, the UK, or the US: the TPP will generate a return label for your end customer who received the wrong order to send back what they received.
• If the order was not shipped within the domestic US, UK, or Canada, we can credit your account for the carrier label purchased to return the incorrect product(s) with a valid invoice or the manufacturing cost of the lost product(s) — whichever cost is lower.
• Or the TPP will credit your account up to USD $100 (AUD $142, CAD $142, EUR €90, GBP £80) of the manufacturer's value (per order). This is a good solution if you don't want to ask the end customer to return the items.

The TPP will also generate a new order in the dashboard to re-ship the correct order at our expense. If the order was shipped using a standard ship option, the reshipment will be upgraded to Priority shipping for US domestic orders or Expedited shipping for non-US domestic orders at our expense. For US domestic orders, if it was shipped via a faster option than Standard shipping, we would match the ship option for the replacement order.

Important: Please contact fbfsupport@faire.com if you do not want to send a new order to the customer.

If the TPP makes an error by not shipping enough units of a product, you can choose from the following options:

• The TPP will generate a new order in the dashboard to send the missing units at our expense. If the original order was shipped using a standard ship option, the reshipment will be upgraded to Priority shipping for US domestic orders or Expedited shipping for non-US domestic orders.
  • Note: If a US domestic order was shipped via a faster option than Standard shipping, we would match the ship option for the replacement order.

• You can ship the units directly to the customer yourself, and the TPP will reimburse you for the cost of shipping (with a valid invoice).
  • Note: If the order was shipped via Standard shipping, the TPP will reimburse you for Priority shipping or match the shipping speed of the original order if a faster option was selected.

Packaging Error

The TPP’s box algorithm aids our team in using the smallest standard packaging available to package each order securely. The TPP’s box algorithm picks the smallest available packaging that can ship your order based on the product’s dimensions, taking into account space for dunnage.

If there are issues with the size of the package (causing an increase in fulfillment costs), the TPP will issue a credit for the difference between the invoiced amount and what you would have been charged if the order shipped utilizing the smallest available packaging.

You can find a detailed explanation of what to do if the TPP does not use the smallest container or ships a package with an inaccurate weight here.

Note: The packaging error policy does not include packages damaged in transit. Please navigate here for lost/damaged parcel claims.

Order Swap Error

If it is determined that the TPP switched two orders (e.g., customer A received a package intended for customer B, and customer B received customer A’s package ), the TPP will credit the manufacturer's value of the product(s) in the order, and create reshipments to send your customer the correct product(s) at the TPP’s cost.

Lost Inventory (within the Fulfillment Center)

If it is determined that the TPP has lost inventory within our fulfillment center, the TPP will apply a credit for the manufacturing cost (excluding taxes, fees, or shipping/import costs) of the products confirmed lost.

Additional notes:

• This policy does not include packages lost in transit
• If lost inventory is located at a later time, the TPP will automatically add it back to the product’s storage location within the fulfillment center so that it can be used to fulfill your orders.
  • You will be able to view any restocks performed for a SKU under the product’s Inventory History page in the dashboard.
  • We will contact your company to discuss located inventory (previously considered lost) if we have questions regarding the products’ lot numbers/expiration dates.

Damaged Inventory (within the Fulfillment Center)

If it is determined that the TPP has damaged inventory within our fulfillment centers, the TPP will apply a credit for the manufacturing cost (excluding taxes, fees, or shipping/import costs) of the products confirmed lost. Note: The packaging error policy does not include packages damaged in transit. Please navigate here for lost/damaged parcel claims

---

EXHIBIT E - INSURANCE REQUIREMENTS

Brand shall maintain insurance with the minimum limits and coverages as shown below during the Term. Notwithstanding the foregoing, FbF reserves the right to revise the below minimum limits and coverages at its sole discretion.

1. WORKER'S COMPENSATION, including Occupational Disease insurance meeting the statutory requirements of the State in which work is to be performed, together with an Other States Endorsement and containing Employers' Liability insurance in an amount of at least $1,000,000. To the extent permitted by law, Brand will require its insurer issuing the Worker’s Compensation coverage to waive its rights of recovery or subrogation against the TPP, but only to the extent of liabilities falling within Partner’s indemnity obligations under the Agreement.

2. COMMERCIAL GENERAL LIABILITY insurance on an “Occurrence” basis providing limits of $1,000,000 each Occurrence and $2,000,000 Aggregate, and including Premises-Operations, Independent Contractors, Contractual Liability, Products & Completed Operations coverage. Per location Aggregate must apply. Brand shall include FbF as an ADDITIONAL INSURED using Form CG2010 10/01 & CG 2037 10/01 or an equivalent, subject to availability from insurer. Coverage afforded to the additional insured shall be on a primary and non-contributory basis. Brand shall provide a Waiver of Subrogation in favor of FbF.

3. COMMERCIAL AUTOMOBILE LIABILITY on an “Occurrence” basis covering all Owned, Non-owned and Hired Vehicles providing a limit of liability of $1,000,000 per Occurrence. Brand shall list FbF as an ADDITIONAL INSURED. Brand shall provide a Waiver of Subrogation in favor of FbF.

4. UMBRELLA LIABILITY on an "Occurrence" basis. The policy should provide limits of $2,000,000 per Occurrence and $2,000,000 Aggregate in excess of the above-mentioned coverage, terms and conditions required. Brand shall list FbF as an ADDITIONAL INSURED on a primary and non-contributory basis. Brand shall provide a Waiver of Subrogation in favor of FbF. The umbrella policy should follow form to the underlying policies.

5. PROFESSIONAL LIABILITY insurance providing limits of $1,000,000 per claim and $2,000,000 Aggregate, and shall include ADDITIONAL INSURED in favor of FbF.

6. A certificate of insurance on an approved form must be delivered to FbF (a) within fifteen (15) days of the first instance of Brand’s Goods being delivered to a Facility, and (b) on an annual basis thereafter during the Term within fifteen (15) days of the policy renewal date, provided that FbF’s failure to collect a certificate of insurance from Brand does not relieve Brand of its obligation to maintain insurance as set forth in this Exhibit E.

7. The required insurance policies shall be issued by an insurance company with an A.M. Best's rating of "A- VI" or better.