The Sendoso Marketplace is a curated gift catalog within the Sendoso platform, featuring carefully selected products from fully vetted Vendor partners. The Marketplace is designed to make on-demand sending easy, reliable and engaging for every Sendoso customer.
Our aim is for every gift sent via the Marketplace to reach the intended recipient successfully, in an expected timeframe and to a high standard.
However, due to the nature of our third party Vendor network responsible for processing and shipping sends, issues in fulfilment and delivery will invariably arise.
If you are experiencing any issues with a Marketplace send, your best course of action is to reach out to the Sendoso Support team with the Send ID as soon as possible.
The below information highlights how we review and remedy certain situations and where potential responsibility lies.
Send Cancellation/Amendment Policy
As third-party vendors fulfill Marketplace Sends, time is of the essence! Once a send has been placed as an order with our Vendor partner, we cannot guarantee any recipient details can be edited or that the order can be changed or canceled.
You should reach out to the Sendoso Support team with the Send ID as soon as possible, and your request will be made with our Vendor partner directly.
Out of Stock Policy
Sendoso cannot guarantee stock availability of an item at all times. As soon as we are notified a listing is no longer available, it will be removed from the Marketplace catalog for further sending.
In the event an item is already in Offer Sent or Order Received status, we will work with our Vendor to fulfill the send as best as possible, including with a similar or like for like substitution.
If this is not possible, your send will be cancelled and refunded.
Substitution Policy
We reserve the right to substitute your send with a similar item, if the original is out of stock or unexpectedly unavailable from our Vendor.
Similar item is defined as within $10 of the original item pricing and of a similar type or contents.
Delayed Processing Policy
In the event a gift has not been Shipped after the expected Processing time has passed, you are entitled to reach out to Sendoso Support for an update.
You may also be able to request a cancellation and refund, or substitute for an alternative item if the original is experiencing stock or availability delays.
Extended Holiday Processing Times
From November 1st to the first week of January, processing and delivery times may be affected by order volumes and Vendor capacity.
Our Vendor network is always primed and will strive to meet all expected timelines, but we cannot guarantee exact delivery timelines for orders placed during the peak holiday season.
Thank you for your understanding and early planning during the busy time.
Fulfilment Policy
We are always happy to help investigate if a gift arrives defective, incomplete or not as described. We will reach out to the Vendor on your behalf to review the situation and determine a satisfactory resolution.
If a send was processed by the Sendoso team or our Vendor partner for an incorrect item, we are happy to offer a replacement with the original gift, at no extra cost to you!
While it is not exhaustive, the below information may be helpful in guiding you on the best course of action should any other fulfillment issues arise.
Incomplete Delivery Policy
Sendoso’s Vendor network is responsible for processing and shipping each gift sent, in accordance with the recipient details provided by the sender.
Sendoso and our Vendor network are not responsible for resolving delivery issues due to incorrect or incomplete delivery addresses, recipient availability or delivery access.
In the event of the below issues, we’re happy to reach out to our vendor to request an update or investigation:
- Shipment does not show an attempted delivery
- Shipment appears lost in transit
- Shipment damaged in transit
We rely heavily on the status and updates provided by the applicable carrier for each send. Please note that any resolution may take communication time and is dependent on our Vendor’s findings.
For any confirmed issue found during the delivery process, Sendoso will happily request a replacement or refund from our Vendor partner on the sender’s behalf.
Confirmed Delivered Orders
When a Marketplace send’s tracking confirms a shipment has been delivered to the provided address, your send is considered complete.
If a recipient later reports that they did not personally receive the package, we are unfortunately unable to dispute or override a confirmed delivery with our vendor or their carrier.
Due to the nature of the addresses typically provided to Sendoso, senders may need to request their recipient check with others at the delivery location to locate their shipment eg. building management, mailroom, family member or neighbor.
Returns & Exchanges
Sendoso does not currently support returns or exchanges after a gift has been delivered to the intended recipient.
We do not arrange or facilitate an exchange for a different item, size, color, product, etc.
In these situations, any return would need to be arranged directly between the sender and recipient outside of Sendoso and a new send placed via Sendoso if required.
Estimation Policy
Every gift listed in our Marketplace is calculated as an estimated all-in gift price, to include the cost of the item, shipping and potential taxes and fees.
Vendor pricing is susceptible to change or amendment at any time, and Sendoso will update and reflect these changes in our catalog in a reasonable timeframe.
If you believe a processing or ordering error has been made for your send, please reach out to the Support team and we will open an investigation.