These policies provide a production-ready public framework. They do not replace a client-specific fulfilment agreement, data-processing terms, service schedule, approved product list or commercial quotation.
Terms of website use
The Fulfilment by Sprint website provides information, planning tools, onboarding workflows, portal demonstrations and support routes. By using the website, a user agrees to use it lawfully, provide accurate information and avoid interference with its security, availability or operation.
Public information and estimates
Service descriptions, coverage statements, prices, metrics, transit expectations, dashboard figures and estimator outputs shown publicly are illustrative unless expressly confirmed in writing for a specific client. Submission of a form does not create a service booking, capacity reservation, delivery commitment or contract.
FBS service framework
FBS may provide receiving, inspection, SKU registration, storage, inventory control, order routing, picking, packing, labelling, dispatch, delivery coordination, proof-of-delivery events, COD reconciliation, returns processing and related support. The exact service scope is defined in the client agreement and service schedule.
- Product and client eligibility remain subject to due diligence and operating assessment.
- Capacity, cut-offs, turnaround targets and locations require written confirmation.
- Rates exclude taxes and third-party charges unless the approved quotation states otherwise.
- FBS may use Sprint Couriers and approved operating partners to complete contracted services.
Inventory and inbound requirements
Clients must provide complete and accurate product, value, quantity, dimension, weight, barcode, handling, regulatory, lot, serial and expiry information where applicable. Inbound shipments require an approved booking and must comply with packaging, labelling, documentation, vehicle, safety and arrival-window requirements.
FBS may count, inspect, photograph, quarantine, reject or conditionally receive inventory that is discrepant, unsafe, damaged, prohibited, undocumented, incorrectly labelled or outside the approved profile. The client remains responsible for product legality, authenticity, regulatory approval and accurate declarations.
Orders, picking and fulfilment
Orders are processed according to validated instructions, inventory availability, channel rules, cut-offs and agreed priorities. Holds may be applied for incomplete addresses, failed payment or fraud controls, restricted products, inventory exceptions, system errors or client instructions.
Packaging materials, branded inserts, kitting, labelling and special handling must be approved and may attract separate charges. Cancellation is not guaranteed once warehouse execution begins. FBS records operational events to support chain of custody and performance measurement.
Delivery, proof and cash on delivery
Delivery services depend on serviceability, parcel profile, origin, destination, declared value, customer availability and the agreed delivery product. A tracking event or estimated date is not a guarantee unless the service schedule expressly creates one.
Proof of delivery may include status, date, time, recipient information, signature, code, photograph or other evidence supported by the service. COD orders are subject to eligibility, collection limits, reconciliation rules, settlement cycles, reversals, shortages and fraud controls defined in the commercial documents.
Returns, inspection and disposition
A return requires an authorised reference unless otherwise agreed. FBS may record reason, condition, completeness, packaging, serial and inspection evidence. Inspection supports an operational disposition and does not determine a consumer’s legal rights or provide a technical warranty diagnosis unless expressly contracted.
Returned items may be restocked, quarantined, repackaged, returned to the merchant, held for investigation or disposed of only under authorised rules. Disposal and return transport may incur separate charges. The client is responsible for customer-facing return, refund and warranty policies.
Client portal, roles and APIs
Approved users receive role-based access. Clients are responsible for nominated users, access reviews, secure credentials, endpoint protection and timely removal of users who no longer require access. Actions may be logged for security and operational accountability.
API credentials must remain confidential and used only for the approved account and purpose. Clients must respect rate limits, validation rules, version notices and test procedures. FBS may suspend credentials where activity creates a security, integrity or availability risk.
Privacy notice
FBS may process business contact information, account identifiers, user roles, enquiries, product and order data, delivery details, return records, support communications, technical logs, payment or COD references and service-performance data to assess clients, operate services, secure systems, respond to users, meet legal obligations and improve operations.
Information may be shared with Sprint entities, contracted operators, technology providers, couriers, payment or reconciliation providers, professional advisers, regulators and authorities where necessary and lawful. Access is limited according to role and purpose. Retention follows operational, contractual, legal, security and dispute requirements.
Privacy enquiries and requests should be submitted through the Contact page with sufficient information to identify the account and request. FBS may verify identity and authority before disclosing or changing information.
Acceptable use
Users must not attempt unauthorised access; submit malicious code; scrape protected information; bypass limits; impersonate another user; upload unlawful, infringing or dangerous content; misuse credentials; disrupt service; or use FBS systems in a manner that creates security, legal or operational risk.
FBS may restrict, suspend, investigate or terminate access in response to suspected misuse, security threats, legal requirements or material breach, subject to applicable agreements and law.
Liability, service issues and complaints
Risk allocation, inventory liability, declared value limits, claim windows, exclusions, service credits and indemnities are governed by the signed client agreement and relevant service terms. To support investigation, clients must report issues promptly and preserve order, SKU, shipment, delivery, return, invoice and evidence references.
Complaints should first be submitted through the FBS support workflow. The case should identify the affected service, impact, event date, references, requested outcome and supporting evidence. Escalation follows the contracted governance and dispute process.
Changes and contact
FBS may update public policies to reflect service, technology, operating or legal changes. The displayed effective date identifies the current public version. Material client-specific changes remain subject to the governing agreement.
For service, privacy or policy enquiries, use the FBS Contact or Support page. Prospective clients should use the onboarding application for a solution and commercial assessment.