Fulfillment Policy

Production

Standard Production Time

Under normal circumstances, most orders ship within 3 business days.

Business days are Monday through Friday, excluding US federal holidays.

Rush Orders

Rush production is available for $15:

• Orders placed before 10:00 AM CST ship the next business day
• Rush fee is in addition to standard product and shipping costs
• Rush applies to production only; shipping transit time is separate

Production Delays

Production times may be extended during:

• Peak seasons (holidays, back-to-school)
• Very large or complex orders
• Inventory restocking periods

We will notify you if your order is expected to take longer than usual.

Pending Production Buffer

For connected-store fulfillment, we hold every newly-paid order in a short pending window (typically 30 minutes) before our production team picks it up. This buffer exists so a buyer cancellation on the source marketplace has time to land before we cut any materials. Sellers see this as the time between hitting Pay to Fulfill and the order entering In Production.

On-Hold Reasons

Our team may place an order On Hold while we resolve an issue. Sellers see a banner on the order page with the categorized reason:

• Out of stock — base product or transfer paper temporarily unavailable
• Design quality — design data is empty, has zero stones, or fails our pre-production checks
• Address — undeliverable or unverifiable shipping address
• Payment — payment captured but flagged for review
• IP / trademark concern — design name matched a screening term and requires manual review
• Other — see the admin's note attached to the hold

Production resumes once the hold is cleared. Stuck-pending auto-cancellation does not apply to On Hold orders.

Pre-Production Checks

Before any order enters production, our team runs a smoke test on each design: the canvas data must be present, the design must contain at least one stone, the thumbnail must exist, and the stone count must be within sane bounds. Failures place the order on hold under Design quality instead of letting press start.

Order Routing & SKU Integrity

Rhinely routes incoming connected-store orders by reading the variation SKU on each transaction (the RHN-… pattern we generate when you publish or link a listing). The SKU pattern is the single source of truth for which design we ship. The seller is responsible for keeping that pattern intact on the marketplace side once we have pushed it.

The following seller-controlled situations may cause an order to fulfill incorrectly, drop from our sync entirely, or arrive in the dashboard as unlinked. Rhinely is not liable for the resulting refunds, replacements, shipping costs, or buyer disputes:

• The seller manually edits a variation SKU after Rhinely linked the listing (e.g. removes the RHN- prefix, changes the design ID, etc.). Orders may route to a different design or drop entirely.
• The seller duplicates a SKU across multiple variations or listings, intentionally or by copy/paste. Stock counts on the marketplace may diverge from what we ship.
• The seller deletes a linked listing on the marketplace while orders are pending fulfillment. The orphan-link sweep flags the row in Rhinely within 24 hours, but in-flight orders may not match correctly.
• The seller adds new variations to a Rhinely-linked listing without re-linking through Rhinely. Those variations have no SKU pattern we recognize, so orders for them are dropped silently.
• The seller revokes the marketplace OAuth token (or it expires unhandled) while orders are pending. Order sync stops until the seller reconnects.

If you need to make a structural change to a linked listing — different design, different blanks, different variation set — re-run the linking flow from Omni Channel → Link Existing Listing. That replaces the inventory cleanly with a new SKU pattern Rhinely owns end-to-end.

Marketplace Production Partner Disclosure (Etsy)

Etsy requires sellers who use a third party to produce or ship their items to disclose that production partner publicly in their shop. Sellers who connect an Etsy shop to Rhinely and route orders through our fulfillment workflow are using Rhinely as a production partner under Etsy's House Rules.

If you sell on Etsy through Rhinely, you must list Rhinely (Modapaya LLC dba Rhinely, based in Plano, Texas, USA) as a production partner in your Etsy shop and tag every listing that Rhinely produces. You add a production partner in Etsy via Shop Manager → Settings → Production Partners, then attach it to each affected listing on the listing editor.

Failure to disclose Rhinely as your production partner has two consequences:

• It violates Etsy's Seller Policy and may result in Etsy suspending or permanently closing your shop. We do not intervene in those decisions.
• It violates this Fulfillment Policy. Rhinely reserves the right to stop accepting new orders from, suspend, or terminate the account of any seller who is found to be using our fulfillment without the required Etsy production-partner disclosure in place.

The seller bears full responsibility for keeping the disclosure current. If you add a new Etsy listing that Rhinely produces, you must attach Rhinely as a partner to that listing as well. We do not, and cannot, make this change on your behalf.

Rhinely Etsy Connect — browser extension

Some Etsy data — specifically the buyer's full shipping address and the ability to push a tracking number back to the buyer — is only accessible through Etsy's approved shipping partners. Rhinely makes that data flow possible by routing the connection through one of those partners (Shippo) under a single Rhinely-controlled account. To complete that handoff securely, sellers install a small browser extension called Rhinely Etsy Connect.

What the extension does

• It watches for exactly one URL: Shippo's Etsy OAuth completion callback (https://goshippo.com/store_connect/etsy/finalize). When that URL appears in the seller's browser after they approve Shippo on Etsy, the extension forwards the URL to Rhinely's server so we can complete the connection on the seller's behalf.
• It runs for one workflow only — connecting a seller's Etsy shop to Rhinely's shipping channel — and then automatically uninstalls itself when finished.

What the extension does not do

• It does not read browsing history, page content, passwords, cookies, or any account credentials. Rhinely's own master Shippo credentials never enter the seller's browser.
• It does not run on any URL other than the one Shippo callback. It does not run in the background between connection attempts.
• It does not share data with any third party. Data sent: the single OAuth callback URL, transmitted only to rhinely.com.

Permissions the extension requests

• webRequest + a narrow host pattern on goshippo.com/store_connect/etsy/finalize* — used to detect that one callback URL.
• tabs — used to redirect that single tab to a Rhinely confirmation page after the callback is captured.
• storage — used to remember which Rhinely origin to talk to.

Seller consent and installation

Sellers are shown a consent screen in their Rhinely vendor dashboard before any extension install link is offered. The consent screen states the data flow above and links to this policy. By clicking I understand, continue, the seller authorizes Rhinely to (a) initiate the Etsy OAuth flow through our master Shippo account, (b) accept the resulting callback URL from the seller's browser via the extension, and (c) link the seller's Etsy shop to our master Shippo account for the purpose of pulling buyer addresses and pushing tracking. The seller may remove the extension manually at any time from chrome://extensions/; the extension also removes itself automatically once the connection is complete.

Data retention

The OAuth callback URL the extension forwards to Rhinely is held in transient server memory for the duration of a single bridge request and is discarded as soon as the connection completes — typically within seconds, with a 15-minute hard ceiling. The URL itself is never written to durable storage. After the bridge is established, ongoing buyer-address and tracking-number data fetched on the seller's behalf is processed in transit only and not retained beyond what is required to print the associated shipping label and post tracking back to the buyer.

Sub-processors

Rhinely uses the following sub-processor to deliver the address-sync + tracking-push functionality enabled by this extension:

• Shippo (Shippo, Inc., San Francisco, CA, USA) — Etsy-approved shipping partner. Acts as the conduit between Etsy and Rhinely for buyer address retrieval and tracking submission. Shippo's own privacy and data practices are governed by goshippo.com/privacy.

The current sub-processor list is available on request to support@rhinely.com at any time.

Your rights

You may disconnect the integration at any time. From your Rhinely vendor dashboard, open Omni Channel, find the Etsy store row, and click Disconnect — this revokes both the Rhinely-side and Shippo-side connection and stops the data flow. To request deletion of historical Etsy address records Rhinely has processed on your behalf, or to exercise any other rights granted by GDPR, CCPA, or comparable privacy law, contact support@rhinely.com. We will respond within the timeframes required by applicable law.

Liability and changes outside Rhinely's control

Etsy and Shippo independently control which data they expose to approved partners, which OAuth scopes they grant, the rate at which they serve requests, and the conditions under which they may suspend access. Changes those vendors make to their integrations — including but not limited to deprecating endpoints, changing scope availability, modifying address visibility, or restricting tracking-write permissions — are outside Rhinely's control. Rhinely will use commercially reasonable efforts to keep the bridge functional but does not warrant uninterrupted availability of the buyer-address or tracking-push flows, and is not liable for missed shipments, refunds, or downstream marketplace decisions resulting from such third-party changes.

Contact

For questions about the extension, this policy section, how your Etsy data flows through Rhinely, or anything else: support@rhinely.com.

Shipping

Carriers

We offer shipping through the following carriers:

• USPS (United States Postal Service)
• UPS (United Parcel Service)
• FedEx

Available shipping options and rates are calculated at checkout based on your delivery ZIP code.

Shipping Time

Shipping transit time is separate from production time:

• Standard Shipping: 3-7 business days after shipment
• Express Shipping: 1-3 business days after shipment

Actual delivery times depend on carrier, distance, and shipping method selected.

Tracking

All orders include tracking. Once your order ships, you'll receive:

• Email notification with tracking number
• Link to track your package
• Order status updates in your account dashboard

International Shipping

International shipping is available for approved designers only.

• Contact us to request international shipping approval
• Shipping times: 7-21 business days depending on destination
• Customer is responsible for all import duties, taxes, and customs fees
• We are not responsible for delays caused by customs

Drop Shipping

For approved Business account holders, we offer drop shipping services:

• Orders ship directly to your customers
• Plain or branded packaging options available
• No Rhinely branding unless requested

Contact us for more information about drop shipping approval.

Order Issues

Lost Packages

If tracking shows no movement for 7+ days or package is marked lost:

• Contact the shipping carrier first with your tracking number
• Contact us if the carrier cannot resolve the issue

Damaged in Transit

If your package arrives damaged:

• Take photographs of the packaging and contents
• Contact us within 3 business days of delivery
• Include photos and order number in your report

Wrong Address

Please verify your shipping address at checkout. We are not responsible for:

• Delays caused by incorrect addresses
• Packages delivered to the address provided
• Re-shipping costs for address errors

Quality Assurance

Every order goes through quality checks before shipping:

• Stone placement verification
• Color accuracy check
• Transfer inspection
• Secure packaging

Contact

For fulfillment questions, contact contact@rhinely.com.