Frequently Asked Questions (FAQ)

Vendors

How do I become a vendor on Ship-around?
Head over to the Vendor registration page, enter the required information and click on “REGISTER”. A link to the vendor registration page can be found on the top navigation bar, hovering over either the red “Become a Vendor” button, or the “Login/Register” menu item.

What documents do I need to provide with my application?
In order to consider your application, you need to provide us with:
  • Certificate of Incorporation
  • Trade License
  • VAT Certificate

What is the approval process?
Once you register an account and upload the necessary documents, if all documents are in good standing, we will activate your vendor account. Please note that it is in our discretion as per our due diligence procedures, to ask for more documents.

How long will it take to activate my account?
After receiving your application and the necessary documents in good standing, you can expect your vendor account to be active normally within 3 days, up to a maximum of 7 days.

Which product types can I offer in my store?
All products related to the Marine, Offshore and Oil & Gas industries.

Are there any restricted products?
Products offered for sale on Ship-Around must comply with all laws and regulations and both our platform’s and individual sellers’ policies. The sale of illegal, unsafe, or other restricted products, is strictly prohibited. For more information, refer to Terms.

Can I offer used products?
Yes, you can sell used products.

Can I offer products for lease?
Yes, you can offer products for lease.

Do I pay a membership fee in order to become a vendor?
No, becoming a vendor is absolutely free.

Do I pay a commission on my sales?
Yes, you pay a commission which at the moment is 6% on your gross sales. The fee structure may be revisited from time to time, and we will let you know in advance. Learn more in our Vendor Agreements section of our TOS.

Do you offer transportation services?
We only offer transportation services for the products located in our warehouses that are fulfilled by us. We are working hard to offer such a service for all products in the future. When we do, you will be notified in advance.

Who is responsible for the transportation of sold products?
We are only responsible for the transportation of products located in one of our warehouses. In all other cases, you are responsible for transportation.

Who pays the transportation cost?
The buyer pays all transportation costs, unless you choose otherwise, in which case you need to clearly include that in your listings.

Who will manage my store?
For now, we create and update your product listings, and we also take care of your sales. However, you are responsible for assigning a person as a store manager, whose primary responsibility will be our bilateral communication.

Who is responsible for the product listings in my store?
Vendors are completely responsible for the accuracy of their listings. This includes, but is not limited to, product prices, availability, and stock quantity. We create and manage product listings according to the data that you provide us with, but it is your ultimate responsibility that your product listings are 100% accurate.

Can I make changes to a product I am already offering?
Yes, you can, as long as you don’t make it look like a completely different product.

How can I upload new products?
A person from our team will do all the work for you. You get in contact with us and we make sure that your new listings will be created as soon as possible.

Can I upload products in bulk?
Yes, absolutely. Get in touch with us at [email protected] and we will provide you with a template excel file to fill in.

Do I need to fill in all products details?
Yes, most product details are mandatory and nonetheless, we strongly encourage you to fill in all fields in order to help prospective buyers easily discover your listings.

Do I need an SKU for my products?
You don’t need to worry about SKUs at the moment, we will handle it for you.

Why do you need the products’ location?
The products’ location is a core feature on our website. The buyer should know the whereabouts of the product they are interested in, in case they need to account for parameters such as delivery time and more.

Are there any limitations on the product images?
Yes, images should be in JPG, JPEG or PNG format of at least 640px*480px dimensions and a max file size of 2 MB.

Will the buyer pay me directly?
In order to protect our buyers and sellers, the clearing of all payments is made through Ship-around.

Can I offer discounts?
Regarding discounts you have two options. You can either offer a buyer-wide discount for specific products by entering a sale price in the product details screen, or you can create coupons with special discounts for specific buyers.

What if the buyer changes their mind after the checkout?
The buyer has to provide us with proof of payment within two working days of their order. Failure to do so will lead us to cancel the order unless you advise us to prolong this period.

When is my sale considered finalized?
As soon as the funds received are cleared, your sale will be considered finalized.

How long until my sales proceeds become available?
We remit funds to sellers on the 15th and 30th day of each month. If it happens to be a banking holiday, we remit on the next working day.

How do I receive my proceeds?
At the moment we only offer direct bank transfers.

Who handles returns?
Our internal retuns process evaluates each case on an individual basis. We may contact both parties to provide us with adequate information in order to decide the best course of action. Reason for returns includes, but is not limited to, damaged or defective products and products that do not meet the minimum standard of their product class.

Who handles refunds?
In most circumstances, we handle refunds. Ocassionaly, we may contact any party to provide us with more indormation in order to decide the best course of action.

Who handles disputes?
In the rare occasion of a dispute between you and a buyer, we will try and find a solution acting on best interest for both parties.

I made an error in my listing and I realized after the product was sold
In such case, you need to contact us as soon as possible and clearly describe what this error is about. We will then contact the seller who will decide whether they want to cancel or proceed with the order. If the seller has already remitted the funds and they still want to cancel the order, you will be charged for all remittance fees.

Do I need to offer any warranty with my products?
You are only obliged to provide the original manufacturer’s warranty for new products. If you want to extend such warranty, you are free to do so. For used products, regardless of whether they are refurbished or not, you are not obliged to offer any warranty.

How can I contact the buyer?
The purpose of our platform is, among other things, to minimize inquiries (and wasted time) between buyers and sellers and speed up buying procedures. This is why it is important to have very descriptive and accurate product listings, and clear policies available to anyone. If you still need to get in contact with a buyer, either post-sales or during a pre-sale inquiry, you do it through one of our officers.

How can a buyer contact me?
Buyers contact us and a dedicated officer will initiate the discussion with you.

What kind of vendor support do you offer?
For all inquiries, including sales-related questions and technical assistance, you can use the live chat module found at the bottom of every page. For sales, technical assistance or general inquiries you can also send us an email to [email protected], [email protected] and [email protected] respectively.

Do you offer product storage?
At the moment we offer storage services in the United Arab Emirates and we are in the process of acquiring more storage spaces worldwide.

Buyers

How do I register a buyer account on Ship-around?
Head over to my account, enter the required information and click on “REGISTER”. A link to the buyer registration page can also be found on the top navigation bar, hovering over the”Login/Register” menu item.

Do I pay a membership fee in order to become a buyer?
No, becoming a buyer is absolutely free.

Do I pay a fee for the products I am buying?
No, you only pay the lump sum of your order, no hidden fees, no small print.

What is the approval process?
The approval of a buyer account is almost instant.

What documents do I need to provide with my application?
You don’t need to provide any documents during signup; however, you acknowledge that you may be asked to do so in the future as part of our due diligence procedures. Please note that, if you use a personal email account to sign-up, we will ask for proof of ID.

How long will take to activate my account?
The activation of a buyer account after it is approved is immediate.

What payment options do you offer?
At the moment we only offer direct bank transfers and we are working hard to support more payment methods.

How can I contact a seller?
The purpose of our platform is, among other things, to minimize inquiries (and wasted time) between buyers and sellers and speed up buying procedures. This is why it is important to have very descriptive and accurate product listings, and clear policies available to anyone. If you still need to get in contact with a seller, either post-sales or during a pre-sale inquiry, you do it through one of our officers.

Do you offer any buyer assurance?
Not directly, however, all the suppliers are checked and approved by Ship-around according to our due diligence procedures.

Who is responsible for the product listings?
Vendors are completely responsible for the accuracy of their listings. This includes, but is not limited to, product prices, availability and stock quantity.

Can I pay the seller directly?
In order to protect our buyers and sellers, all payments are made towards Ship-around.

Who handles returns?
Our internal retuns process evaluates each case on an individual basis. We may contact both parties to provide us with adequate information in order to decide the best course of action. Reason for returns includes, but is not limited to, damaged or defective products and products that do not meet the minimum standard of their product class.

Who handles refunds?
In most circumstances, we handle refunds. Ocassionaly, we may contact any party to provide us with more indormation in order to decide the best course of action.

Who handles disputes?
In the rare occasion of a dispute between you and a vendor, we will try and find a solution acting on best interest for both parties.

I changed my mind after I bought a product
You should cancel your order as soon as possible. Please note that cancelling orders on a regular basis may have your account banned from further buying, unless you provide a detailed explanation.

What kind of buyer support do you offer?
For all inquiries, including sales-related questions and technical assistance, you can use the live chat module found at the bottom of every page. For sales, technical assistance or general inquiries you can also send us an email to [email protected], [email protected] and [email protected] respectively.

Do you offer transportation services?
We only offer transportation services for the products located in our warehouses, fulfilled by Ship-around. We are working hard to offer such a service for all products in the future. When we do, you will be notified in advance.

Who is responsible for the transportation of sold products?
We are only responsible for the transportation of products located in one of our warehouses. In all other cases, the seller is responsible for transportation.

Who pays the transportation cost?
The buyer pays all transportation costs, unless the seller chooses otherwise, in which case they need to clearly include that in their listings.

How long until I receive my order?
As soon as we receive your payment, the seller is notified in order to prepare and send your order, according to the shipping method you chose during checkout, and the availability status mentioned on the product listings. If you chose the Ex-Works method you will receive an email, after your payment is cleared, when the products are ready for pick up.

Do you offer order tracking?
Not at the moment but we are working hard to offer such a service in the future. When we do, you will be notified in advance.

General

Are there any restricted countries?
We do not and will not have any dealings or transactions with any sanctioned countries such as Sudan, Iran, Syria, Cuba, North Korea, Crimea, and any other sanctioned countries as updated from time to time by the relevant authorities. The same policy includes transportation of goods to/from/through sanctioned countries.

How do I reset my password?
Navigate to reset password page, input your username or email address associated with your account, click on “Reset password” and we will email you a link to change your password. A link to the password reset page can also be found on the top navigation bar, hovering over you username.

How do I change my password?
Navigate to my account page and under “Account details” you have the option to change your password.

How do I change my addresses?
Navigate to your account page and under “Addresses” you have the option to change your billing and shipping address.

Can I delete my profile?
If you wish to delete your profile, send us an email to [email protected], from the same email address that you use on your profile, with subject “delete profile” along with an explanation on why you decided to do so. If you have any outstanding orders or payments, you will have to either settle or cancel them first. Deleting your profile also erases all data associated with it, and there is no way to recover them.

Can I erase all my stored data?
If you wish to erase your stored data, send us an email to [email protected], from the same email address that you use on your profile, with subject “erase data” along with an explanation on why you decided to do so.

How is my data handled?
Your personal data is subject to our privacy policy.