1. Scope and shipping roles

This policy applies to shipping estimates, checkout rates, seller dispatch, tracking, delivery events, customs issues, and shipping-related complaints.

Indovia connects product and seller data with shipping providers so buyers can see eligible international services. Sellers prepare, pack, document, and hand over goods. Carriers transport and scan parcels. Destination customs and other authorities control import clearance. Buyers provide accurate delivery information, remain reachable, and meet lawful destination requirements.

Indovia does not control every carrier route, scan, customs inspection, local delivery contractor, weather event, security interruption, or border decision. It can preserve the order record, filter authorized services, normalize courier labels, display available tracking information, and review evidence when shipping does not proceed as expected.

This policy must be read with the product listing, seller-specific information, Buyer Protection Policy, Payment Policy, Return, Complaint & Resolution Policy, and Terms of Service. Mandatory carrier, customs, consumer, or legal rights remain applicable.

2. Authorized courier services

Only courier services approved and returned through Indovia should be treated as selectable marketplace options.

Indovia currently authorizes POS EMS, POS EKSPOR, and DHL. Other domestic, international, flat-rate, custom, or provider services are not part of the intended active buyer shipping set unless Indovia expressly changes this policy and system configuration. A seller must not rename an unauthorized method to resemble an approved service.

POS EMS and POS EKSPOR availability is obtained through Indovia's connected Indonesian shipping authority. DHL availability is obtained through the connected DHL quote authority. A service can be active at platform level and still be unavailable for a specific destination, product, seller origin, parcel, account, or provider response.

DHL must not appear solely because the country name was entered. It requires destination details that the DHL integration can validate and quote, including a valid postal code for the supported locality. An incomplete, malformed, unsupported, or mismatched postal code can prevent DHL from appearing. Buyers should correct destination data rather than expect a manual placeholder rate.

• POS EMS: available only when the connected rate source returns an eligible international service.
• POS EKSPOR: available only when the connected rate source returns an eligible export service.
• DHL: available only after destination and parcel validation produces a successful quote.
• No service is guaranteed for every country, postal code, product, or package.

3. Data used to calculate shipping

Shipping is calculated from transaction data, not from a fixed global table visible to every buyer.

Relevant inputs can include seller origin, origin mapping used by the connected provider, destination country, state or region, city, district where required, postal code, street information, product quantity, selected variation, physical weight, dimensions, dimensional weight, packaging assumptions, service eligibility, remote-area rules, and provider availability.

A product-page estimator may use the current product and a proposed destination. Checkout can produce a different result because cart quantity, variation, multiple seller origins, package grouping, address corrections, and current provider responses are more complete. The checkout result at the time of order placement controls the shipping selection recorded on the order.

Buyer-facing amounts are displayed in the marketplace checkout currency. Seller and operational shipping records may be maintained in another currency for settlement and reconciliation. Indovia does not publish internal pricing formulas. The buyer is responsible for reviewing the final displayed shipping amount before placing the order.

4. Seller origin, product weight, and dimensions

Seller logistics data must describe the parcel realistically enough for provider calculation and safe fulfillment.

Sellers must keep the verified Indonesian shipping origin accurate. City, district, and postal code should correspond with the actual dispatch location used for the order. An incorrect origin can produce unavailable services, wrong amounts, rejected handover, delayed export processing, or later finance reconciliation.

Each product must have correct weight and dimensions. Where variations materially differ, sellers should provide variation-specific image, weight, dimensions, or other supported logistics data. Values must include the actual product and reasonable shipping packaging where the field or workflow requires shipment-ready measurements. Sellers must not deliberately reduce weight or dimensions to obtain a cheaper buyer quote.

Indovia may block publication, hide shipping, require correction, reconcile an order, limit a product, or hold seller processing when essential logistics data is missing or unreliable. Publication does not remove seller responsibility for an inaccurate declaration.

5. Buyer address and destination responsibility

A deliverable address must be complete, truthful, supported, and entered in fields recognized by checkout and carriers.

Buyers must provide the recipient name, destination country, region, city, street address, building or unit details, postal code, and delivery contact information requested by checkout. Transliteration or local-language information may be required depending on carrier and destination. Buyers should verify auto-completed fields rather than assume they are correct.

Address changes after payment are not guaranteed. A change can affect fraud review, taxes, customs, service availability, shipping amount, seller handling, or payment-provider protection. Indovia or the seller may require cancellation and a new order instead of changing a materially different destination. Sellers must not ship to an address supplied only through private communication when it conflicts with the order.

Buyers are responsible for access restrictions, recipient availability, local delivery instructions, accurate contact information, customs communication, and lawful import. Repeated delivery failure, refusal, unclaimed parcels, or incorrect information can reduce available remedies and create return or redelivery costs.

6. Estimates, checkout confirmation, and changes

An estimate supports planning; the paid order records the actual service and amount selected at checkout.

Product-page and cart estimates can change before payment. Provider rates, exchange conditions, product data, destination data, cart composition, and service rules can update. Buyers should repeat the estimate after changing variation, quantity, country, city, postal code, or delivery address.

If checkout cannot return a service, the buyer should verify all required fields and product data. Indovia support may investigate a technical problem, but Indovia does not promise to create a manual rate, activate an unsupported courier, or force a provider to serve the destination.

After payment, the seller should use the recorded service. If an operational obstacle makes that service unavailable, a courier change must use an authorized workflow, an active Indovia courier, and recalculated affected values. A buyer may be contacted through Indovia when the change materially affects delivery expectations or requires a decision.

7. Packaging, labeling, and shipment contents

International parcels must be prepared for repeated handling and lawful border processing.

Sellers must choose packaging appropriate to fragility, weight, moisture, compression, leakage, contamination, vibration, tampering, temperature, and product-specific risk. Empty space should be controlled, components separated where needed, liquids sealed, sharp edges protected, and external packaging strong enough for the route.

Labels and documents must match the order and carrier requirements. Product description, quantity, value, weight, origin, recipient, and required customs information must be truthful. Sellers must not disguise contents, under-declare, mark commercial goods as gifts without lawful basis, split shipments to evade controls, or use another product description to obtain acceptance.

Buyers should preserve packaging and labels when reporting damage, tampering, missing contents, or incorrect delivery. Indovia may compare shipment weight, package condition, declared contents, order quantity, and seller packing evidence.

8. Dispatch and tracking records

Tracking begins with genuine carrier acceptance, not with a placeholder number.

The seller should enter the courier and tracking number after the parcel is accepted or the carrier creates a valid shipment record. The tracking number must belong to the order, destination, and selected or approved replacement courier. False, recycled, unrelated, incomplete, or untraceable tracking is prohibited.

Carrier scans can be delayed, grouped, translated, or passed to a destination partner. A temporary lack of movement does not necessarily mean the parcel is lost. Buyers and sellers should allow reasonable time for the first acceptance scan, export processing, flight movement, customs entry, and local handoff while preserving evidence and communicating through Indovia.

Indovia may store the courier, tracking number, shipment date, service, provider cost evidence, buyer-facing shipping record, status events, and seller updates. Carrier websites or APIs remain external sources and can be unavailable or incomplete. An Indovia tracking display is informational and does not replace the carrier's legal transport record.

9. Customs, duties, taxes, and import restrictions

Cross-border delivery can require information, payment, permits, inspection, or action outside Indovia.

Unless the checkout or order expressly states otherwise, destination duties, taxes, brokerage, storage, inspection, permits, and other import charges may be separate from the amount paid to Indovia. Buyers should understand destination rules before ordering. Sellers must provide accurate product and origin information needed for lawful export and import documentation.

Customs can inspect, delay, value, classify, restrict, return, seize, or destroy goods under applicable law. Indovia cannot override a customs authority. Buyers and sellers must cooperate with lawful document or information requests. A buyer's refusal to pay a lawful charge or provide required clearance information can affect delivery and remedy eligibility.

Products such as food, plants, animal materials, cosmetics, supplements, medicines, chemicals, wood, cultural objects, batteries, liquids, precious materials, and branded goods may face additional rules. Seller listing approval is not a destination import permit. Indovia may restrict destinations or categories when transport or compliance risk is unacceptable.

10. Delivery, attempted delivery, and confirmation

Delivery status is evaluated with the destination facts, not by a single label alone.

Carrier events can include delivered, attempted delivery, held for pickup, address problem, customs hold, return to sender, damaged, exception, or unavailable recipient. Buyers should follow carrier instructions and act promptly when pickup, clarification, signature, fee, or customs action is required.

Buyers should inspect the parcel before confirming receipt in Indovia. Confirmation should be used only when every expected parcel and material order component has arrived acceptably. If a serious issue exists, the buyer should open a complaint instead. A delivered scan may support later order processing, but it does not prevent review of credible evidence of damage, misdelivery, theft, or missing contents.

Delivery to a concierge, reception, household member, authorized pickup point, safe location, or address agent may count as delivery depending on the buyer's instructions and local practice. Buyers using freight forwarders, reshippers, hotels, temporary addresses, or third-party receivers accept additional evidence and control limits after the parcel reaches that intermediary.

11. Delay, loss, damage, and return-to-sender review

Shipping remedies depend on tracking, packaging, address, carrier, customs, and product evidence.

For delay, Indovia may review the latest tracking event, normal route progression, customs status, destination disruption, provider response, and buyer cooperation. For suspected loss, Indovia may require the seller to open a carrier inquiry or provide acceptance documents. A claim may remain pending while the carrier investigates.

For damage or missing contents, the buyer should preserve and photograph all packaging, labels, seals, contents, and damage. The seller should provide packing and pre-dispatch evidence. Indovia may consider whether packaging was adequate, whether the parcel showed external damage or weight discrepancy, and whether the item was used or altered after delivery.

A parcel returned to sender can result from an inaccurate address, refusal, unclaimed delivery, unpaid import charges, prohibited contents, customs rejection, seller documentation error, or carrier decision. Responsibility for original shipping, return shipping, redelivery, product refund, or loss will be allocated from available evidence and applicable law rather than assumed automatically.

12. Service interruption, support, and policy updates

Carrier networks and border systems can change faster than static policy text.

War, civil unrest, disaster, epidemic, weather, cyber incident, aircraft or port disruption, sanctions, government action, labor interruption, carrier embargo, capacity limits, security screening, and infrastructure failure can suspend or delay service. Indovia may hide a courier, restrict a destination, hold dispatch, or request cancellation when fulfillment is not reasonably safe or available.

Buyers should use the product estimator and checkout for current availability. Sellers should use the seller console and order record for courier and tracking updates. Shipping problems should be reported through the order complaint flow; technical estimator problems may be reported to support@indovia.net with the product, destination country, postal code, and a screenshot that excludes unnecessary personal data.

Indovia may update supported services, validation requirements, labels, integrations, and operational rules. A paid order remains governed by its recorded shipping selection and applicable policy, subject to necessary changes, law, provider rules, and agreed or authorized resolution.