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This article applies to selling in: Canada

Ship-to-Store Terms

These terms supplement your Amazon Services Business Solutions Agreement (the “Seller Agreement”) and apply to the offer and sale of Your Ship-to-Store Services through the Selling on Amazon service. Any capitalized terms not defined in these terms have the meaning set forth in the Seller Agreement.


"Product Seller" is the seller of a Shipped Product, which can be Amazon, an Amazon Affiliate, or a third-party seller.

"Replacement Product" is a replacement of the same make or model for any Shipped Product that is found to be damaged or defective while in your possession.

"Shipped Products" means the products that you receive on behalf of Amazon customers for the fulfilment of Your Ship-to-Store Services.

"Your Ship-to-Store Services" means the in-store services that you offer through the Selling on Amazon service, including assembly or installation of Shipped Products. Your Ship-to-Store Services do not include services performed at the customer's property.

Your Responsibilities. In addition to the obligations described in your seller agreement, you will and will cause any affiliate or third party administering, warranting, or otherwise involved in the offer, sale, or performance of Your Ship-to-Store Services, including your employees, representatives, agents, contractors, and subcontractors (collectively "Your Personnel") to:

  • Perform Your Ship-to-Store Services in accordance with the information set forth on the applicable service description page on and in accordance with any applicable manufacturer requirements.
  • Perform Your Ship-to-Store Services in a competent manner in accordance with the level of professional care customarily observed by highly skilled professionals rendering similar services.
  • Comply with any service level requirements and other policies that Amazon may designate and, upon request, provide Amazon with reports (in a form designated by Amazon) relating to your compliance with these requirements.
  • Use Confidential Information made available to you, including customer addresses and telephone numbers, solely for communicating with purchasers of Your Ship-to-Store Services to schedule, perform, or otherwise cancel Your Ship-to-Store Services in accordance with Amazon policies, and ensure that any third-party software you use in rendering Your Ship-to-Store Services similarly protects Confidential Information.
  • Not in any way represent to customers that you or Your Personnel are agents, contractors, or employees of Amazon or that you or Your Personnel are acting on behalf of Amazon.
  • Comply with all other requirements designated by Amazon.

Additional Services and Products. Notwithstanding anything to the contrary in your Seller Agreement, at the time of a customer's Ship-to-Store appointment (and only at that time), you may suggest, offer, or sell supplemental in-store services or products related to the Shipped Product (collectively, "Add-On Items") to a customer who has ordered or arranged Your Ship-to-Store Services, provided that you will not: (a) require purchase of the Add-On Items as a condition of fulfilment for Your Ship-to-Store Services; or (b) at any time suggest or imply to a customer that Add-On Items are provided, required, endorsed, or guaranteed by Amazon.

Fees. Unless we inform you otherwise in writing, the Selling Services Payments by Service Type page will list the fees that apply to the offer or sale of Your Ship-to-Store Services.

Applicable Guarantee. Claims related to your fulfilment of Your Ship-to-Store Services will be subject to the Happiness Guarantee. Product-specific concerns will be subject to the A-to-z Guarantee.

Service Level Requirements. To ensure the best possible service experience, fulfilment of Your Ship-to-Store Services is subject to the Service Level Requirements and Metrics. If Your Ship-to-Store Services involve bike assembly, you will complete assembly of the Shipped Product(s) and notify the customer of such completion within one business day of receiving the Shipped Product.

Risk of Loss. Your Ship-to-Store Services will require you to accept and receive Shipped Products on behalf of customers and to be responsible for those Shipped Products while they are in your possession. As between Amazon, customers, and you, you accept the risk of loss for Shipped Products from the time of your receipt until the time of pickup by the customer.

Lost, Damaged, or Defective Shipped Products. If:

  • You identify a Shipped Product as damaged or defective at the time that you receive it, you will immediately contact Amazon Customer Service to coordinate shipment of a Replacement Product.
  • A Shipped Product is lost or damaged after your receipt and prior to pickup by the customer, you will immediately contact Amazon Customer Service to arrange shipment of a Replacement Product at your expense and at no additional charge to the customer. If a replacement of the same make or model is not available, the replacement product must be of the same or a higher quality than the Shipped Product, at your expense and taking into consideration the customer’s preferences. In addition, for damaged Shipped Products, you must promptly return the damaged Shipped Product to the Product Seller at your expense.
  • A customer will not accept a Shipped Product, you will immediately contact Amazon Customer Service to coordinate the return of the Shipped Product to the Product Seller. In this case, at no additional charge to the customer, you will restore the condition of any customer property that has been in your custody in connection with Your Ship-to-Store Services (for example, the customer's car) to a condition that is at least as good as the property's original condition at the time that you received it.

Audit. While providing Your Ship-to-Store Services, you will keep true and accurate books and records relating to these terms and your performance hereunder in accordance with generally accepted auditing standards (collectively, "Records"). At Amazon's request, you will: (a) provide Amazon or its designated representatives with access to, and permit Amazon to examine, the Records, which may be accomplished, at Amazon's option, through electronic means, the delivery of copies of the requested Records to Amazon's designated address, or onsite at your facilities; and (b) permit Amazon or its designated representatives to inspect and audit (during normal business hours) your (and your subcontractors') facilities, processes, systems, and workplace conditions for compliance with these terms. Amazon may make and retain copies of all Records examined regardless of which method of access to Records Amazon selects and may document (including through photography and videography) the results of any inspection or audit. If any examination or audit reveals that you or any of your Personnel have failed to comply with any material obligation under these terms, you will cure the noncompliance within the time period instructed by Amazon.

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