Walmart emails the tracking details to the customer after the Seller provides us with the tracking number via the API or Seller Center.

It is crucial that you verify the tracking number before entering it. Once it is entered, you cannot modify it.

Orders should only be refunded after they are fulfilled. If you can't fulfill an item, cancel the order instead of refunding it.

Walmart doesn't currently allow customers to exchange items purchased by Marketplace Sellers. Instead, customers should initiate a return and order the item they would like. If a customer asks for an exchange, please have them return the item and reorder correctly. For more information, see Direct to Seller Returns.

It usually takes about 3-5 business days for the refund to appear on a customer’s credit/debit card.

First, check if the customer’s order has been shipped. If the order hasn't shipped, then the customer has not been charged and no refund is due. For orders that have been shipped, you can refund the order using the API or Seller Center. In Seller Center, the refund functionality is located in the left navigation menu under ORDER MANAGEMENT by clicking on the Refunds subsection. For more information, see Issue Adjustments in Seller Center. 

Please ensure that 5-7 business days have passed from the time that the refund was initiated. If that threshold of time has passed, ask the customer to contact our Billing and Payments Department to have the refund issue investigated.

If the package is being held for pick-up, please work with your carrier to remove the charges for customer wherever possible. If you cannot resolve directly with your carrier, or the customer has already collected the package, then you will need to resolve through partial refund. Request a copy/image of the bill or receipt for extra charges, and complete partial refund on the order for full amount of the charges. For more information on partial refunds, see Issue Adjustments in Seller Center.

If a customer claims they did not receive their order, follow the steps outlined in our Marketplace Seller Customer Care: Non-Receipt of Order article.

Walmart.ca will earn a referral fee equal to a percentage of the gross sales proceeds from the sale of Products (i) including all shipping and handling, gift wrap and other charges, and (ii) excluding only those taxes separately stated and charged (the “Referral Fee Percentage”) from each Product sale through the Walmart.ca Site (the “Referral Fee”) as further set forth in the Referral Fee Schedule.

Orders without updated shipping details are automatically cancelled 7 days after their Expected Ship Date (ESD). To prevent these automatic cancellations and ensure correct payment, update your order status to Shipped and provide valid tracking for all orders by the Expected Ship Date (ESD).

You can set up global shipping options in Seller Center by clicking on the gear icon in the top-right corner. From the General Settings menu, select Shipping under the Partner Profile section. For more information, see the Shipping Options section of Partner Profile Settings in Seller Center and Marketplace Shipping Standards.

Tiered pricing means that the amount you charge for shipping depends on the value of the order. Item/Weight pricing means that the amount you charge for shipping depends on the number and/or weight of the items you ship.

Canada is a big country, and there are 10 regions to choose from to ensure you can optimize your rates and transit times based on volume of orders and your cost to deliver to each market.  The region list and corresponding FSAs are found in Canada Shipping Regions.

No. Sellers are not required to offer free shipping. Offering free shipping for Standard or Expedited shipping methods is optional. However, Walmart does recommend offering free shipping as it has proven to increase sales and overall customer satisfaction. For additional information, see Marketplace Shipping Standards.

Yes. Once a customer places an order, you as the trusted Walmart.ca seller are responsible for all shipping charges, including any taxes and duties related to the successful delivery of that order. The total cost during Checkout on Walmart.ca should be all-inclusive for the customer. Sellers located outside of Canada must be the importer of record and ship all products into Canada DDP (duties delivered prepaid).

Delivered duty paid (DDP) is a delivery agreement whereby the seller assumes all of the responsibility, risk, and costs associated with transporting goods until the customer receives the package or it is delivered to a Walmart Store location. This agreement includes paying for shipping costs, export and import duties, insurance, and any other expenses incurred during shipping. This will need to be organized with your carrier of choice.

 If a customer reaches out to you that they are required to pay additional COD/ Duty Fees to receive their item, please follow these steps:

1. Contact the carrier: Get in touch with your carrier to cover the charges on your account, ensuring the delivery is released.

2. If the customer pays the fees without informing you, Walmart.ca will request proof of the payment (receipt). Once received, the amount will be deducted from your order total. You will receive an Adjustment Notice with a copy of the receipt via email.

Note: Items shipped to stores that require a COD/Duty fee will be rejected and returned to the carrier.

For full details on shipping to one of our Walmart store locations, review our Shipping Orders to a Walmart Store article.  

You need to indicate the required number of processing days in the Fulfillment Lag Time field when you update the item's inventory. Refer to How to Update Inventory in Seller Center to see how to do this, and to Marketplace Shipping Standards for information on how processing time affects the Expected Ship Date. Also refer to Canada Shipping Regions to determine location availability. 

In your shipment notification, you can only send one valid tracking number which should not exceed 40 characters. If you have multiple tracking numbers, you should contact the customer via email to communicate all of the tracking numbers.

Walmart provides packing slips in the Order Dashboard section of Seller Center. You may also print unbranded packing slips using your own template.

Our systems do not currently allow the shipping address on an order to be changed. If a customer contacts you asking to change their shipping address, please verify that they have the correct name and order number. If your systems are able to accommodate their request to change the shipping address, you may do so. Otherwise, you should cancel the order (on behalf of the customer's request) and instruct them to reorder.

Yes, however, you can't add any advertising or marketing materials in the shipment. For more information on what's allowed in boxes, please read Packaging Rules.

No, we do not currently fulfill orders on behalf of Marketplace Sellers.