As a vendor on the Sitex Marketplace, you are responsible for fulfilling orders placed through your store in a timely and professional manner. Meeting our fulfilment expectations is essential to maintaining your vendor standing and providing a good experience for buyers.
The standard platform expectation is that in-stock items are dispatched within 2–3 working days of receiving a confirmed order. However, fulfilment timeframes may vary depending on the nature of your products:
Standard in-stock items — dispatch within 2–3 working days
Made-to-order or custom products — lead times will vary; these must be clearly stated on the product listing before purchase so customers know what to expect
Pre-order or indent stock items — expected lead times must be displayed on the product page and kept up to date
Whatever your lead time, it must be accurately reflected in your product listings and store policies. Do not accept orders for items you cannot fulfil within the timeframe stated.
Once you have dispatched an order, update its status to Shipped in your vendor dashboard immediately. Do not mark an order as shipped before it has physically left your premises. Where possible, enter the courier name and tracking number so the customer can monitor their delivery in real time.
All orders must be packed securely and appropriately for the product type. Fragile items must be adequately protected. Products should be packed in a way that prevents damage in transit. Poor packaging that results in damaged goods is the vendor's responsibility and may result in a return or refund at your cost.
If a product becomes out of stock after an order has been placed, contact the Sitex marketplace team immediately at support[at]sitexdirect.com. Do not leave an order unfulfilled without communication. Keep your stock levels updated in your product listings at all times to prevent overselling.
If a delay is unavoidable — for example due to a supplier issue, courier problem, or unexpected closure — notify the marketplace team as soon as possible via Messages in your dashboard. We will communicate with the customer on your behalf where appropriate. Unexplained or repeated delays may result in a review of your vendor account.
The Sitex marketplace team monitors fulfilment performance across all vendors. Vendors who consistently meet or exceed expectations may receive improved visibility on the platform. Vendors with repeated fulfilment failures will be contacted and, if performance does not improve, may have their account suspended.