Order Fulfilment Policy – Fleek

What is Fleek’s Order Fulfillment Policy?

Fleek’s Order Fulfillment Policy defines the standards and timelines every seller must follow to ensure their orders are processed, packed, and dispatched on time — maintaining a smooth and reliable experience for buyers.

This policy applies to all sellers on Fleek, including those operating in regions where pickup service is available or not available. It sets clear expectations for timely order acceptance, preparation, and handover, ensuring consistent service quality across all markets.

By following this policy, sellers help Fleek maintain on-time deliveries, higher buyer satisfaction, and efficient payout processing.

Purpose of the Policy

The purpose of this policy is to ensure that all sellers on Fleek follow a standardized fulfillment process — from order acceptance to final delivery. By maintaining clear timelines and quality checks, Fleek aims to:

Provide buyers with a reliable and on-time experience
Support sellers in achieving faster payouts and fewer disputes
Maintain consistent service and product standards across all regions

Order Processing Timeline

To ensure smooth operations and timely deliveries, all sellers are required to follow Fleek’s standard order processing timelines strictly:

🕒 1. Order Acceptance:

Sellers must accept or acknowledge each new order within 24 hours from the time it is created in the system. Orders not accepted within this time may be automatically cancelled.

📦 2. Order Fulfillment:

Once accepted, sellers must pack and mark the order as Ready for Pickup within the next 24 hours. This ensures timely collection by the Fleek pickup team and smooth dispatch to the buyer.

🚚 3. Handover to Pickup Team / Courier:

After marking the order as Ready for Pickup or accpetance, sellers must handover the parcel to the Fleek pickup team or your choosed courier (if you are on a self shipped model) within the 48 hours of order creation. Any missed or delayed handovers can result in cancellation or delayed payout.

How Do You Process an Order on Fleek?

Processing an order on time is the key to smooth sales and happy buyers.

Click here to learn the simple steps for fulfilling your orders efficiently.

Order Journey:

In Fleek, the order journey is simple and easy.

Click here to know more about Fleek's Order Journey.

Order Cancellation:

At Fleek, we ensure a smooth experience for sellers and buyers.

Click here to learn more about our Order Cancellation Policy.

Frequently Asked Questions:

▶1. What does order fulfilment mean on Fleek?

Order fulfilment means preparing, confirming, and handing over your accepted orders within the given timelines — ensuring every buyer receives exactly what they purchased in good condition.

▶2. What is the fulfilment timeline after accepting an order?

You must mark your order as Ready for Pickup within 48 hours after accepting it. This ensures timely processing and dispatch.

▶3. What happens if I delay fulfilment?

Delays can affect your Supplier Performance Score, order visibility, and payout timeline. Repeated delays may also lead to penalties or temporary listing restrictions.

▶4. Can I cancel an order after accepting it?

Cancellations after acceptance are discouraged and only allowed under valid reasons (e.g., product out of stock or damaged). You must inform Seller Support immediately to avoid negative performance impact.

▶5. What should I do if the product is damaged or missing before dispatch?

Do not ship the order. Instead, report it immediately to Seller Support with photos and details so the issue can be handled before it reaches the buyer.

▶6. How do I mark my order as Ready for Pickup?

Go to the Orders section in your Fleek Vendor App, select the order, and tap Mark Ready for Pickup once it’s fully prepared for dispatch.

▶7. What if the courier doesn’t arrive for pickup?

If pickup doesn’t happen within the assigned time, contact Seller Support via app or WhatsApp. The team will coordinate with Operations to arrange a new pickup.

▶8. What happens if I hand over a wrong or mismatched item?

Incorrect fulfilment may lead to a refund, penalty, or performance deduction. Always double-check order details such as size, condition, and tags before handing over the parcel. Fleek’s Quality Check (QC) team also serves as an additional layer to identify such errors. If any issue is highlighted, please ensure timely resolution to avoid delays or disputes.

▶9. What are Fleek’s pickup regions?

Fleek provides pickup services in selected regions. For others, suppliers must dispatch via their own courier within 48 hours after marking Ready for Pickup.

▶10. What should I do after dispatching via my own courier?

Update the tracking ID in the Vendor App so Fleek can verify delivery and process your payment once it’s marked as Delivered.

Fleek Seller Support

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