Loft&Timber Vendor Operations Guide

Updated: August/04/2025

Introduction

Welcome to Loft&Timber. We are committed to curating a marketplace of excellence by partnering only with vendors who uphold the highest standards of product quality, operational integrity, and customer satisfaction. This guide outlines detailed policies, procedures, and mandatory compliance expectations for all vendors. By becoming a Seller/Vendor on Loft&Timber you agree to following qualifications below. Failure to comply may result in warnings, financial penalties, or removal from the platform.

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2. Vendor Onboarding Requirements

To begin selling on Loft&Timber, all vendors must:

Complete the official Vendor Application Form in full.

Submit business registration documents, EIN (or international equivalent), and sales tax ID (if applicable).

Acknowledge this legally binding Loft&Timber Vendor Agreement.

Upload current liability insurance.

Set up payment method and banking information via our vendor portal.

Incomplete or inaccurate submissions will not be reviewed. Reapplications may be subject to a 60-day waiting period.

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3. Product Listings and Content Standards

3.1 Product Information All listings must include:

Accurate product title (under 100 characters)

Bullet-point features (minimum 3 key features, if applicable)

Detailed long-form description (minimum 10 words)

High-resolution product images (minimum 1500px width, on white background or scenery)

Alternate angle photos and lifestyle imagery (at least 1)

SKU, UPC, and variant options (if applicable)

Compliance disclosures (materials, warnings, etc.)

3.2 Prohibited Content

No false or misleading claims

No replica, counterfeit, or unauthorized goods

No violation of intellectual property rights

No unapproved certifications or misleading eco-labels

No prohibited categories: weapons, CBD, tobacco, adult content

3.3 Pricing and Inventory

Vendors must maintain price parity with external platforms

MSRP violations will result in immediate listing removal

Inventory levels must be updated in real time

Stockouts not updated within 12 hours will result in penalty fees

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4. Order Fulfillment and Shipping

4.1 Shipping Timelines

All orders must ship within 2 business days, unless otherwise approved.

Tracking information must be uploaded within 24 hours of dispatch.

Delays beyond 2 days must be pre-approved in writing.

More than 3 delayed orders per 30-day period may result in suspension

4.2 Packaging Requirements

Durable, recyclable, or biodegradable materials are required

Products must be sealed, clean, and free of debris

Packing slips must include brand name, order number, return address

Promotional inserts or marketing material must be pre-approved

4.3 Shipping Labels

Must include vendor brand, order number, and barcode (if applicable)

Inaccurate labeling may result in fines of up to $50 per instance

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5. Returns, Refunds & Customer Service

5.1 Returns Policy

Vendors must fully support Loft&Timber’s 30-day return policy

Return addresses and RMA numbers must be clearly posted in the vendor portal

All returns must be processed within 5 business days

5.2 Refunds

Full refunds must be issued within 3 business days of return receipt

Delays beyond 3 days are subject to a 10% deduction penalty

Refunds must cover full product cost and applicable tax if eligible

5.3 Customer Support

Vendor responses to customer inquiries must occur within 24 hours

Weekend inquiries must be addressed by Monday EOD

Loft&Timber reserves the right to take over unresolved cases

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6. Compliance & Product Safety

6.1 Certifications

All products must meet applicable federal, state, and local compliance standards

Certificates of compliance (e.g., CPSIA, CA Prop 65) must be submitted upon request

Non-compliant items will be deactivated immediately and subject to fines

6.2 Restricted Products

No sale of hazardous, expired, or recalled goods

No products with excessive chemical, flame retardant, or VOC exposure without disclosure

Items subject to legal restrictions must carry clear warnings

6.3 Quality Control

Vendors must conduct periodic self-audits

Loft&Timber reserves the right to inspect samples or inventory at vendor’s cost

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7. Marketing and Promotions

7.1 Sales and Discounts

All discount campaigns must be approved at least 10 business days in advance

Unauthorized discounting or bulk liquidation is prohibited

Products discounted more than 30% must be reviewed for pricing integrity

7.2 Brand Guidelines

Logos, product photography, and copy must align with Loft&Timber aesthetic

Co-branding or off-platform marketing mentioning Loft&Timber requires prior consent

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8. Performance Monitoring and Penalties

8.1 Vendor Scorecard

Performance is reviewed monthly and includes:

Fulfillment speed

Return rate

Customer satisfaction

Product accuracy

Compliance score

Vendors with below-average performance for 2 consecutive months will be issued a probation warning

8.2 Violations

The following penalties apply:

Late shipments: $10 per order

Inventory mismatch: $15 per listing

Customer complaint resolution failures: $25 per incident

Non-compliance with safety standards: $100 per SKU

Three violations within a 90-day window may result in account suspension or termination.

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9. Payment Terms

Vendors will be paid biweekly/monthly, net 14/28 from ship date

Payment disputes must be submitted in writing within 15 days of remittance

Vendors are responsible for maintaining current banking details in the portal

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10. Contact and Support

For onboarding, technical assistance, or policy clarification, contact our Vendor Success Team:

help@loftandtimber.com

Office hours: Monday–Friday, 9:00 AM – 5:00 PM EST

We appreciate your dedication to our platform. Loft&Timber is committed to building lasting relationships with responsible, quality-focused vendors who reflect our standards and values. Compliance with this guide is mandatory and non-negotiable.